Home Instead (Richmond)

Spaces, 13 The Causeway, Teddington TW11 0JR
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9.6 53 Reviews
  • Home Instead (Richmond), Teddington
Home Instead Richmond is the first and only elderly care company serving the Richmond borough recognised as outstanding by the CQC (Care Quality Commission) (November 2023).

Many clients choose Home Instead because of the companionship-based care provided. Home Instead try hard to match Care Professionals with clients and ensure consistent service of Care Professionals with the clients.

Through this attention to detail Care Professionals often establish strong bonds with clients and clients' families and become valued companions.

Home Instead support and care for all clients in all sorts of ways ranging from companionship to home help, personal care and specialised dementia care.

Home Instead is recognised for the quality of Alzheimer's and dementia care provided and have a City and Guilds accredited training programme that provides staff with the tools to provide the best care possible.

Home Instead are as much about their training as well as the compassionate people employed. The focus is on passionate and warm-hearted Care Professionals who recognise that it’s the little things that make the difference.

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Care Provided by Home Instead (Richmond)

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • 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
  • Physical Disability
  • Respite cover
  • Sensory Impairment
  • Shopping Service / Errands
  • Sit in Service
  • Transportation Service
  • Other Care Provided
  • 24 Hour Care
  • Adult Home Care (18+)
  • Hospital Discharge
  • Live in Carer
  • Personal Care (on a contracted hours basis)
  • Personal Care Assessments
  • Risk Assessments in the Home

Good to Know

  • Person in charge
  • Mike Jefferies (Director)

Funding & Fees Guide for Home Instead (Richmond)

  • Prices

  • £30-£32 per hour

Home Instead (Richmond) Reviews (53)

Total of 53, showing 1-20
9.6

Home Instead (Richmond) has a Review Score of 9.6 (9.592) out of 10, based on 8 reviews in the last 2 years. Over all time Home Instead (Richmond) has 53 reviews.

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Review from Steve H (Son of Client) published on 14 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My father so looks forward to his visits from Home Instead and we the family are so grateful for someone who takes a real interest in him.
Home Instead are so well organised and communicate every week to ensure that someone will always be available to attend on the days we need support.
Thanks very
much, Home Instead.

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Review from Sally S (Daughter of Client) published on 13 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Lovely kind service. Good communication and always treat the client with respect and good humour. This is not an easy job but the team of carers and manager go above and beyond what is expected of them.
My mum can be awkward but they always find a way.

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Review from Miranda W (Daughter of Client) published on 25 July 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My sister and I are very relieved to have found Home Instead after trying some other agencies with less than successful results. We obviously needed a service that would provide thoroughly professional and reliable care, but our priority was to find one that also placed as much emphasis as we did on
the compatibility of the carers with our mother. Home Instead has provided us with delightful, kind and empathetic carers, who have established a warm and responsive relationship with her and will help us keep her at home as long as possible. We have every confidence in the service and highly recommend it.

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Review from Marc W (Son of Client) published on 3 July 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead (Richmond) has proven invaluable to keep my mother at home. The care staff are caring friendly and responsible and flexible. Similarly with scheduling, management is very flexible allowing changes with the week as necessary and as needs vary. Management also does a great job in notifying
possible problems - especially useful as I live abroad. I am very happy and highly recommend.

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Review from Matt T (Son of Client) published on 26 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead was recommended to our family by someone who had used their services. They have met, indeed surpassed my expectations: their whole approach has been professional yet caring and sensitive. The introduction and induction into the whole process of assessing and providing care have been superb,
and the level of care given has been excellent. Regular and genuine reviews ensure that care needs are tailored and the level of care appropriate. A brilliant service.

Reply from Elaine Ottaway, Field Care Supervisor at Home Instead (Richmond)

Your generous feedback is greatly appreciated, and we look forward to continuing to support your mum. Kind regards.


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Review from S Y (Daughter of Client) published on 26 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We have been using Home Instead for five months and couldn't be happier with the service we have received. Carers are punctual, respectful and professional providing great assistance as well as good company. I would not hesitate to recommend Home Instead based on our experience.

Reply from Elaine Ottaway, Field Care Supervisor at Home Instead (Richmond)

Thank you for your kind words. We truly value your feedback.


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Review from K H (Friend of Client) published on 26 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead (Richmond) are a wonderful company, with very friendly and caring staff.
My friend's care needs were always met. The carers were always attentive and intuitive to her changing needs.
I would highly recommend them.

Reply from Elaine Ottaway, Field Care Supervisor at Home Instead (Richmond)

Dear KH,
It was a pleasure to provide care to your friend. We wish her the very best. Thank you for your kind words. Kind regards, Elaine


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Review from Robert J (Cousin of Client) published on 31 March 2023
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Came to Home Instead on the advice of a social prescriber who works for local medical practice, and had also had direct recommendation from a user. After approximately 18 months of provision, fortunately at a relatively low level (5 hours a week of companionship). I can report that service has been
reliable, consistent, sensitive, and relatively well received, though the receiver does not readily acknowledge the need. For the close relatives, who are by no means geographically close, there is a definite sense that regular human contact is ensured.
Four stars rather than five throughout, as, as a first time user, I have little basis for comparison.

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Review from Andrew M (Nephew of Client) published on 7 March 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead (Richmond)'s care of my aunt has been absolutely fantastic on all fronts - both from the carers and from management. They have looked after my aunt's needs as if she were one of their own family. The carers did their utmost to take care of my aunt's many interests to make sure that not
only was she very well looked-after physically but also intellectually. Since she has no immediate family in the UK it is tremendously reassuring to know that she is so well cared for and happy. Such reassurance is indeed priceless.

Reply from Mike Jefferies, Director at Home Instead (Richmond)

Thank you so much for your kind words. Kind regards.


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Review from F G (Daughter of Client) published on 2 March 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The full-time live-in care that Home Instead have provided over the past 13 months for my mother who suffers from dementia has been incredible. I have felt fully supported throughout the process and everyone who was involved in my mother's care has been incredibly kind, efficient and empathetic. Although
she had one main carer during this period who was wonderful, everyone who helped out whether in a managerial position or while the main carer was on holiday were fantastic. My mother was beautifully looked after and I was always consulted and kept fully informed of any concerns about her health or changes to her care. I cannot recommend Home Instead highly enough.

Reply from Tom Bollingmore, Live In Care Manager at Home Instead (Richmond)

Thank you so much for your lovely words. Everyone who worked with her thought she was fabulous and it has been our pleasure to look after your mother. We wish her all the very best for the future. Kind regards.


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Review from Adrian L (Son of Client) published on 22 February 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Very good service. The carer is extremely patient and looks after my dad well and is always trying to solve any problems and in contact with me if I can help and about any medical treatment etc. She cooks very well for him so he is far better nourished than previously and gets regular exercise. Certainly,
it would be impossible for him to live on his own without this help.
The office is also very communicative and proactive in dealing with the various facets of the NHS etc.
All in all, very nice, efficient and caring people, thoroughly recommended.

Reply from Claudia Wahnich, Field Care Supervisor at Home Instead (Richmond)

Thank you so much for your kind words. I think it fair to say that we are all very fond of your dad and very much enjoy working with him. Best wishes


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Review from L R (Daughter of Client) published on 19 December 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We have used several care providers to support my parents and Home Instead (Richmond) is by far the best. The caregivers are excellent and the whole team is helpful, professional and most of all always remember that they are dealing with people and that we all have ups and downs. They maintained excellent
support during the Covid lockdowns which was so important when family visits were more difficult. Home Instead support my parents but they also help the wider family as we trust them to do a great job and to let us know if there are any issues we need to be aware of. The Home Instead team including their excellent office staff have also helped us through a number of difficult times and go the extra mile when you need them to whether it is for a sudden illness, hospital stay or need to change the care plan. They really do mean it when they say they put their clients first. I highly recommend them.

Reply from Mike Jefferies, Director at Home Instead (Richmond)

Thank you so much for your kind words. All I can say is that it is our pleasure to support your parents and the wider family. Wishing you all a Merry Christmas and peaceful new year. Kind regards, Mike


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Review from Mark H (Son of Client) published on 16 December 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The service provided to my dad over the last four years has been very friendly, meeting his continued requirements and professional in all ways.
He has developed real friendships with a number of the carers and always looks forward to seeing them.

Reply from Mariecar Lightwood-Clark, Operations Manager at Home Instead (Richmond)

Thank you for your kind words. Four years of caring for your father has been a privilege and wonderful experience.


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Review from Rebecca H (Daughter of Client) published on 16 December 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead has been providing exemplary weekly home care, help and companionship over the last four years for my elderly mother, who suffers from dementia and depression. I can't praise them highly enough. The service enables Mum to retain her dignity and independence while helping her to feel supported.
It's wonderful for me and the family to know she is being looked after when we can't be there. The care visitors and administrative staff are fantastic, very responsive and helpful. I dont know what we would have done without them.

Reply from Mariecar Lightwood-Clark, Operations Manager at Home Instead (Richmond)

Thank you for your kind words. We are so happy that you, your family and your mother are happy with our services and the years we have had together.


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Review from R Z (Client) published on 16 December 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My carers have always been gracious and thoughtful. All work done nicely, most friendly.
Good company, very friendly. Company policy always followed.
Staff in the office always flexible and helpful. All like good friends.

Reply from Mariecar Lightwood-Clark, Operations Manager at Home Instead (Richmond)

Thank you so much for your kind words, this is wonderful. We look forward to the future and wish you a lovely Christmas.


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Review from Jan B (Daughter of Client) published on 16 December 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We used Home Instead to assist my mother about three years ago before she moved into residential care. We were so impressed with their service and ethos then that we didn't look elsewhere now that my father is in need of some extra support. My dealings with the company, carer and service has been a
purely positive experience. Both management and carer have listened to our needs, taken on board Dad's little foibles and have provided a tailor made service for him. His carer has achieved something that is very hard to attain - my dad's approval! Any little requests to help Dad out are carried out without hesitation and I feel totally confident that we are working as a team to keep him happy, safe and living as independently as possible. I have no hesitation in highly recommending Home Instead - they've been a God-send to us.

Reply from Mariecar Lightwood-Clark, Operations Manager at Home Instead (Richmond)

Thank you so much for your kind words, we are over the moon with your feedback. We are so fortunate to be able to share this journey with your father, as we did with your mother. Thank you again for choosing us.


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Review from Margaret W (Daughter of Client) published on 16 December 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My 95-year-old mother used Home Instead for two years and the service was so good and so reliable that she'd dearly love to go back to them although her current needs in the hospital suggest she will now have no other option than 24-hour care in a nursing home. With Home Instead she had four carers
a day all of whom were good and many of whom were exemplary. They helped her with her mobility, her incontinence, with her emotional upsets, and they looked after the house beautifully and provided regular nutritious meals. Mum wasn't always an easy person to deal with and over time her confusion and problems increased however Home Instead were always at the end of the phone and always ready to come and help her with a smile and with friendship. We can't recommend Home Instead highly enough and if Mum is unable to return to their care they will be very sorely missed.

Reply from Mariecar Lightwood-Clark, Operations Manager at Home Instead (Richmond)

Thank you Margaret for your kind words. We have so many fond memories of your mother. She was such a delight, beloved by her care professionals and we do miss her very much. We wish you all the best.


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Review from Elizabeth C (Daughter of Client) published on 16 December 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother started having care from Home Instead just as the Covid pandemic started after a previous experience with an agency which wasn't as successful. I have found the carers helpful, responsive and flexible. The care supervisors have assisted in all sorts of ways and communication is speedy and
empathic.

Reply from Mariecar Lightwood-Clark, Operations Manager at Home Instead (Richmond)

Thank you, Elizabeth. We are pleased to provide your mother with top-quality care and privileged to be on this journey with her.


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Review from Judith P (Daughter of Client) published on 14 December 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My father has been receiving excellent care from Home Instead since January 2020. I have peace of mind knowing that a caregiver is helping him. I would highly recommend Home Instead and have indeed helped my friend to organise care for her mother and so far she is very pleased too.

Reply from Mariecar Lightwood-Clark, Operations Manager at Home Instead (Richmond)

Thank you Judith. We are so pleased that you have peace of mind about your father's care. It is such a privilege that we get to be part of this journey with him.


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Review from Sally A (Daughter of Client) published on 13 December 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead was recommended to me by a dementia care support worker following my father's diagnosis. At the moment, he has two visits a week with the focus primarily on companionship and helps with some meal preparation. I would have no hesitation in recommending Home Instead. My father has excellent
care, with time being taken to understand and respond to his needs, and an excellent level of communication and responsiveness across all levels of the organisation. I feel confident that Home Instead will be able to respond and adapt the level of care provision as my father's needs change, allowing him to remain in his own home for as long as possible.

Reply from Mariecar Lightwood-Clark, Operations Manager at Home Instead (Richmond)

Thank you, Sally, for your kind words; it is an absolute pleasure caring for your father.


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Current Review Score: 9.6 (9.592)

Overview of Review Score

The Review Score of 9.6 (9.592) out of 10 for Home Instead (Richmond) is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.8 out of 5 from 8 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.8 out of 5 from 8 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 4.792 for Home Instead (Richmond) is calculated as follows: ( (39 Excellents x 5) + (8 Goods x 4) + (1 Satisfactorys x 3) ) ÷ 48 Ratings = 4.792

  • 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 Home Instead (Richmond) is based on 8 Positive Reviews in the last 24 months and is calculated as follows: 3 + 0.5 + 0.5 + 0.25 + 0.25 + 0.1 + 0.1 + 0.1 = 4.8

  • 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 Nov 2018

Overall
Outstanding

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Outstanding

  • Safe

    Good

  • Well-led

    Outstanding

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

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Awards / Recognitions (5)

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Meet the Team (1)

Mariecar

Mariecar Lightwood- Clark

Job Title: Operations Manager

Mariecar is our operations Manager, she has been with us for over eleven years and has progressed through practically every role available. Her wealth of knowledge and experience makes her an invaluable member of our team.


Frequently Asked Questions about Home Instead (Richmond)

What Type of Services does Home Instead (Richmond) offer?

Home Instead (Richmond) offers Home Care.

How many Carers does Home Instead (Richmond) employ?

Home Instead (Richmond) employs 102 carers.

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