Dale Care - Durham

Lumley House, Whitfield Court, St Johns Road, Meadowfield, Durham DH7 8XL
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9.6 16 Reviews
  • Dale Care - Durham, Durham
Dale Care is one of the foremost home care providers in Durham and the North East of England.

Person-centred care services are designed to help people that need support to stay as independent as possible within the comfort of their own homes.

The company is the largest personal care provider for Durham County Council.

It's also a preferred provider for Gateshead Council, Stockton Council, Middlesbrough Council and also offers extra care facilities in Newcastle and Hartlepool.

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Care Provided by Dale Care - Durham

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • Call in Service
  • Cleaning Service
  • Companionship
  • Dementia
  • Domestic Services / Home Help
  • Food Preparation & Serving
  • High Dependency Care, two carers attending
  • Laundry Service
  • Medication Assistance
  • Older Person Care
  • Palliative Care
  • Personal Hygiene Care
  • Respite cover
  • Shopping Service / Errands
  • Sit in Service
  • Other Care Provided
  • Adult Home Care (18+)
  • Hospital Discharge
  • Personal Care (on a contracted hours basis)
  • Personal Care Assessments

Good to Know

  • Person in charge
  • Leanne Hope (Registered Manager)

Funding & Fees Guide for Dale Care - Durham

  • Prices

  • Our services start from £26.90 per hour.

Dale Care - Durham Reviews (16)

9.6

Dale Care - Durham has a Review Score of 9.6 (9.600) out of 10, based on 6 reviews in the last 2 years. Over all time Dale Care - Durham has 16 reviews.

Overall Experience

  • 9
  • 3
  • 1
  • 0
  • 3

Date Published

16
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1
6
10

Review from S G (Granddaughter of Client) published on 30 April 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Wonderful care was provided by all the carers who visited my Grandma. Each carer who attended to my Grandma's needs provided her with the utmost respect and dignity and made her feel at ease within her own home. Very kind and caring so thank you.

Reply from Carol jackson, Engagement Manager at Dale Care - Durham

Thank you so much for your lovely review. We have a fantastic team and pride ourselves on treating everyone with the respect they deserve. It is so important for them to feel comfortable having people into their homes. Thank you


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Review from K S (Daughter of Client) published on 27 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Dale Care looked after my Mum, my Mum was always a very independent woman but sadly needed help following a diagnosis of dementia, the carers reassured me that my Mum was checked on regularly, and all who attended were very friendly.

Reply from Carol jackson, Engagement Manager at Dale Care - Durham

Thank you so much for your lovely review. Our team are all very caring and friendly which does make a difference. Thank you.


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Review from Donna M (Son of Client) published on 27 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff are very friendly and do an amazing job.

Reply from Carol jackson, Engagement Manager at Dale Care - Durham

Thank you for your lovely review. We do have an amazing team who, yes, do an amazing job. Thank you for your comments, Dale Care.


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Review from D H (Grandson of Client) published on 20 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The carers who attended my gran were great, she had never had care before and they made her feel very comfortable. I really cannot thank them enough. They always went the extra mile. Thank you.

Reply from Carol jackson, Marketing Manager at Dale Care - Durham

Thank you so much for your lovely review. Our carers do go the extra mile so this is great to hear. Thank you


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Review from J A (Daughter of Client) published on 19 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been cared for over the recent years, her experience with their care has been excellent, they are efficient and pleasant towards my mam as she has Alzheimer’s and can be difficult for her to trust and understand however the staff care for her well.

Reply from Carol jackson, Engagement Manager at Dale Care - Durham

Thank you so much for your lovely review. It's great to hear that the carers have been so understanding and helpful. We have an amazing team. Thank you


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Review from C S (Friend of Client) published on 19 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Dale Care looked after a friend of mine who was very reluctant to have care. She got used to the girls and was happy to have more care which was great as she did need the help.
They were all lovely and helpful and encouraged her to do things herself which was exactly what she needed. The office listened
to his needs and worked with us.
I would recommend it highly.

Reply from Carol jackson, Engagement Manager at Dale Care - Durham

Thank you for your lovely review. It's quite common that this happens and works well. Our team always try and work with the service user to encourage them which does help. Thank you.


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Review from Liz B (Daughter of Client) published on 3 December 2021
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

The carers who looked after my father over the weekend went above and beyond the call of duty. The area had an extended power cut and the team ensured he was fed and kept warm.
They also ensured they called his family whenever they found a spot with power.

Reply from Carol jackson, Marketing Manager at Dale Care - Durham

Thank you so very much for your lovely review. It has certainly been a challenging time regarding the weather and power cuts. We are extremely proud of our team and they have shown, as always, that they really do go the extra mile. We will speak to the carers and let them know too. Thank you Dale Care.


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Review from Catharine S (Daughter of Client) published on 17 November 2021
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

My mother was a client of Dale Care for over five years during that time she was bedridden and lived with us until her death on 29th October. Although some of her carers kindly sent flowers cards and condolences, we have yet to receive any acknowledgment of her death that happened very quickly at home
from Dale Care, apart from a polite reply when l called that day to cancel the carers. We have found the care given and the service provided by the company wholly inadequate. Whilst some carers were good most were not and the good ones rarely stayed with a company that did not have their or the client's best interest at heart. I could go into detail, but am quite frankly exasperated with the whole experience and just want to forget about the shabby service they provided. The sooner the whole care system is overhauled and brought to task over their lack of respect and disregard for their carers and clients the better. The company is nothing more than a money-making operation.

Reply from Carol jackson, Communications Manager at Dale Care - Durham

Firstly, on behalf of Dale Care, we are so sorry for your loss. We do work hard to ensure that we do provide a good standard of service and unfortunately, you do not seem to have experienced this.
We would appreciate the opportunity of looking into this further so could you please, therefore, email us with more information to enable us to investigate, at hr@dalecare.co.uk
Thank you


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Review from Andy (Son of Client) published on 12 May 2021
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

Carers are incapable of wearing the correct PPE. We’ve contacted the company on numerous occasions regarding the issue and it continues to be a problem.
This morning carer took the visor off as soon as walked into the house. Complained to Dale Care about the issue, who apologised and said the issue
was being dealt with.
This evening mums carer did not even have a visor, we had to provide one. It’s every few days we have to provide the PPE that public Health England say the carers should be using to provide personal care.
It very much appears the company have no regard to the situation with Covid-19, or for the or duty of care for the vulnerable clients they care for, or their own staff for that fact.
Failures are very much coming from the management of the company. If the same client kept complaining about the same issue any competent manager would ensure the issue was dealt with and not allow the same issue twice a day.

Reply from Carol jackson, Marketing Manager at Dale Care - Durham

Thank you for your review. I understand there have been a number of conversations between everyone involved and yourselves. Whilst we have tried on every occasion to deal with the issues, that have arisen, sadly a satisfactory outcome has not been reached.


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Review from A D (Daughter of Client) published on 20 April 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My sister and myself would not be able to look after Mam without the help of the lovely carers. They are kind and caring to Mam and us. Mam likes the continuity of having the same carers daily.

Reply from Carol Jackson, Marketing Manager at Dale Care - Durham

Thank you so much for your lovely review. Dale Care


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Review from Colin P (Husband of Client) published on 16 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The carers in this organisation have been excellent. They have cared for my wife for the past 4-months, and I couldn't have asked for better care. The carers show genuine compassion and are prepared to go above and beyond to make sure my wife feels comfortable and safe. I thought she may have an issue
with being cared for, but this has never been a problem. The carers are now part of the family, and my wife looks forward to them coming. Quite frankly, I don't know how I would have coped with this difficult period without their help. I can't praise them enough and am extremely grateful for all that they have done and all that they are continuing to do.

Reply from Carol Jackson, Marketing Manager at Dale Care - Durham

Thank you for such a lovely review; we do have an amazing team.


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Review from L T (Daughter of Client) published on 6 April 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Mum is very happy with her regular carers; they are very caring. The only problem she has is the weekends when her regular carers are off. The lady that regularly comes on that weekend; Mum refers to her as Mrs, I'm not allowed to do that. Mum also says she never wears gloves; which worries me in view
of the virus that is with us at present and my mother's age.

Reply from Carol jackson, Marketing Manager at Dale Care - Durham

Thank you so much for the review. We do take all comments very seriously and if the carer isn't wearing gloves this needs to be addressed quickly. Can you please email me with your contact number. Thank you, Dale Care, Carol.jackson@dalecare.co.uk


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Review from L F (Daughter of Client) published on 6 April 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The carers are very caring and understanding with my Mum and a credit to their profession. Their humor and understanding are second to none. Thank you so much.

Reply from Carol jackson, Marketing Manager at Dale Care - Durham

Thank you so much for this lovely review of Dale Care.


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Review from J M (Client) published on 29 July 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The reviewer was good. Listened to what I said and made notes about what/who I would like as my carer or when they were on holiday. All carers who I have had are very nice.

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Review from L S (Daughter of Client) published on 18 March 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 1.0 out of 5

Carers are fine but it seems like they take on too much work.l My Mam, apart from her regular carers, never knows who is coming to her and what time. Weekends are the worst. Sometimes there is a gap of only 2 hours between lunch and teatime. We seem to be constantly phoning Dale care and we are fobbed
off every time. If it wasn't for certain carers we would request a different company.

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Review from Doreen T (Client) published on 18 March 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

It would be nice if you could always have the same carers. I know this is not possible, weekends are getting bad. Never know what time they will arrive for meals and always different carers. Some of the girls seem very distressed at times. I think it wants sorting out to keep them in the same areas
instead of all over the place, and a longer time. It is a hard job.

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Current Review Score: 9.6 (9.600)

Overview of Review Score

The Review Score of 9.6 (9.600) out of 10 for Dale Care - Durham is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 5.0 out of 5 from 6 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.6 out of 5 from 6 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Home Care Provider is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 5.000 for Dale Care - Durham is calculated as follows: ( (34 Excellents x 5) ) ÷ 34 Ratings = 5

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 5 points available are broken down as follows: 3 points for the first Positive Review, 2 points in total for each of the next 9 Positive Reviews (1st = 3, 2nd = 0.5, 3rd = 0.5, 4th = 0.25, 5th = 0.25, 6th = 0.1, 7th = 0.1, 8th = 0.1, 9th = 0.1, 10th = 0.1)

    The 5 points relating to the number of Positive Reviews for Dale Care - Durham is based on 6 Positive Reviews in the last 24 months and is calculated as follows: 3 + 0.5 + 0.5 + 0.25 + 0.25 + 0.1 = 4.6

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Home Care Provider does not have a review in the last 24 months, then it will not have a Review Score.

Performance

Care Quality Commission (CQC) Rating

Date: 23 Mar 2023

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Good

Care Quality Commission is responsible for the registration and inspection of social care services in England.

View Latest Report

Awards / Recognitions (0)

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Meet the Team (1)

Laura

Laura Holmes

Job Title: Operations Manager

Laura, a dedicated member of the Dale Care family for over 12 years, has worn various hats during her tenure. These diverse roles have allowed her to cultivate extensive knowledge of the care industry. Laura’s journey has been marked by building meaningful relationships with service users, fellow carers, and office teams. Additionally, she has gained valuable insights and experience through community engagement and collaboration with local authorities.


Currently, Laura holds the position of Operations Manager for Dale Care Durham, Newcastle and Gateshead. Her wealth of experience and knowledge is an invaluable asset, which she leverages daily to provide unwavering support to all teams and effectively manage these two large areas.


Frequently Asked Questions about Dale Care - Durham

What Type of Services does Dale Care - Durham offer?

Dale Care - Durham offers Home Care.

How many Carers does Dale Care - Durham employ?

Dale Care - Durham employs 150 carers.

Information on this page is displayed without responsibility for its accuracy on the part of homecare.co.uk. Please contact Dale Care - Durham to verify any information. View our terms and conditions. Dale Care - Durham has a Platinum Service – more info.