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 21-40
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 Keith B (Brother of Client) published on 13 December 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The care which Home Instead provided through their team of ladies calling for periods varying between one hour and two and a half hours on a set schedule was always promptly, professionally and sympathetically given. At no point has my sister had cause to complain once she had given the care lady concerned
the necessary guidance on what was required of her. During the period reviewed, there was no change in the scheduled visits, and the different care tasks were all completed within the time available.

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

Thank you so much for your kind words, Keith. It is a pleasure working alongside you and a pleasure caring for her.


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Review from Katherine T (Daughter of Client) published on 12 August 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead was highly recommended to us by a friend whose mother had had good care. Home Instead started looking after my mother in 2018 with lunch time visits, and culminated in 2022 with exemplary 24 hour live in care, up to the end of her life. My mother’s main wish was to remain at home which
was made possible by Home Instead. Her carers who we got to know very well were always kind and considerate, professional and courteous. They worked hard at all hours of the day and night and knew how to handle challenging situations. The office and management were efficient and able to solve problem solve. My mother had great care and I would not hesitate to recommend Home Instead.

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

Dear Katherine,
Thank you so much for your kind words. It was a privilege to help support your mother to continue living at home. She was quite a character and all of the team became very fond of her. Best wishes, Mariecar


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Review from M S (Daughter of Client) published on 4 November 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The team at Home Instead (Richmond) have been not only been exemplary in terms of operational efficiency but absolutely superb in terms of empathy, humour and human connection. From my initial contact to my now weekly contact with the scheduling team and my most recent connection with our field manager.
I have been consistently met with professionalism, knowledge, kindness and warmth. I genuinely enjoy speaking to every single person that I have met and I have absolute faith that each member of this team will do their utmost to help my father.
My Dad has enjoyed the support from each of his different CareGivers. He literally cannot choose between them - he tells me he likes them all a huge amount and is hugely grateful for their care and attention.
This is my first experience of assisted living and I have been blown away - the team at Home Instead (Richmond) are the best.

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

Thank you so much for your kind words. It is our absolute pleasure to support your father. The team will be delighted to hear your kind words. Kind regards from all of us in the office team at Home Instead Richmond.


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Review from Lynn D (Client) published on 21 May 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Very pleased with the service which was given to a poorly gentleman, in his care needs, and helping him with his cleaning. Most importantly the agency helped with the loneliness through lockdown/covid19. Thank you.

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Review from C H (Daughter of Client) published on 26 April 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Really brilliant team to deal with - always at the end of the phone. They go above and beyond to match the caregivers - and my mum has some truly wonderful people looking after her. My mum is not easy but the carers give me such confidence that she is looked after, and they all treat her as a real person
and know how to get the best from her. Many carers make sure that any concerns or feedback they have are passed on to me and really go out of their way to help.

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

Thank you so much for your kind words, it is a pleasure to help your mother. Kind regards, Mike


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Review from Dave S (Son of Client) published on 19 April 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My family and I would recommend Home Instead (Richmond) without reservation.
My 82-year-old mother went through a period of ill health for a few months and we engaged Home Instead to visit her morning and evening seven days per week to help her get washed, dressed and ready for the day and prepare
her for bed in the evening. My mum met about four different carers, they were all polite, punctual and caring. They often seemed to go 'above and beyond' what we expected from them. My mum is quite fussy and hard to please and I was not confident she would be satisfied with home care visits but I was pleasantly surprised how well it went.

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

Dear Dave, thank you for your kind words, it has been a pleasure to work with your mother. Kind regards, Mike


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Review from Peter S (Son of Client) published on 28 October 2020
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Home Instead carers visit my 97-year-old father 3 or 4 times a day. My father is unsteady on his feet, forgetful and hard of hearing. I have met seven carers over the past weeks whilst staying with my father. All of the carers have been excellent, going out of their way to interact with my father, get
him up, get him moving, ensure he is clean, comfortable, well-fed and happy and put him to bed. The carers ensure my father’s apartment is clean, warm and kept stocked with food, cleaning materials and any items my father or the carers need. They do his washing, ironing and shopping and give him his medication three times per day. The carers are very pleasant, caring, reliable and always arrive on schedule. They make a significant contribution to my father’s comfort and happiness.
Home Instead have enabled our father to stay in his own apartment rather than go into a care home. They also give my brother and I peace of mind that our father is being comforted and well looked after.

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Review from R M (Son of Client) published on 8 October 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

From the very first contact, Home Instead were reliable and helpful. The carers provided were effective, cheerful and sympathetic. The admin staff were always available, flexible and knowledgable. In every aspect, first class.

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Review from Maggie B (Daughter of Client) published on 17 August 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I recommend Home Instead (Richmond) without reservation. We had chosen the company after much research, and asking around. We have certainly not been disappointed. At first, my 96-year-old mother was not at all keen to accept the idea of having a carer. Through the adept handling of the initial exploratory
meeting, the choice of a carer who was the perfect match, and reliable continuity of care, it all turned out very well! In-fact my mother was very quickly looking forward to her daily visits, from a sensitive and efficient carer who unfailingly brightened up her day. Moreover the backup office function has been accessible, friendly and responsive, and the overall impression of competence and good management was most reassuring - particularly once COVID-19 struck.

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

Dear Maggie, many thanks for your kind words, it has been a pleasure to help your mother.


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Review from Scott B (Grandson of Client) published on 18 May 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Myself and my family highly recommend Home Instead. From the first call and enquiry into their services, the initial meeting and set up, ongoing management through to the actual care of my Nan which is paramount has been exceptional and we could not have wished for better care or service.
My Nan is
99 this month, is a beautiful lady but does suffer from dementia, is hard of hearing, struggles with walking and can be a challenge! The two carers that visit her weekly both have their own family that they care for in their own time, so they are made for the role so to speak and really understand my Nan and what she is going through as well as her family. They are extremely caring, patient, thorough and my Nans well being is always of paramount importance to them, she could not be in better care.
The ongoing management and follow up has been outstanding and a real comfort to myself and my family. We couldn't recommend Home Instead any higher.

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

Dear Scott, many thanks for your kind words, it is our pleasure to look after Nan. Best wishes, Mike.


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Review from Linny R (Daughter of Client) published on 12 May 2020
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Home Instead staff are friendly and communicative, which is important to me as I live a long way from my father and rely on telephone conversations. I have found it easy to get through to Home Instead and their feedback on my dad's condition is helpful. They seem attentive and have won my dad's trust.

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Review from Liz C (Wife of Client) published on 11 May 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Director and others respond rapidly to requests and are flexible regarding compatibility of carers to client. They are always friendly and warm. Activity groups run by Home Instead are well organised and fun, with workers obviously well trained in working with elderly people of very varying backgrounds.
Communications
are usually efficient.

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Review from Elizabeth (Wife of Client) published on 11 May 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We have used Home Instead for almost a year. At the outset, we met the Director at our home. He gave a very clear outline about the Company. We were impressed and asked if he could find a suitable carer for us. 2 weeks later our carer started and we found her very adaptable, efficient, polite and
willing to tackle any job. Sadly, she left in December; she was a very good cook. A new carer started in February and she was equally pleasant and willing to help. Unfortunately, the Coronavirus has caused us to isolate so we have had to put this help on hold for the present. We have had regular visits from the staff member who deals with customer satisfaction and the accounting section is reliable and efficient. We are extremely satisfied with Home Instead.

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Review from Steve (Son of Client) published on 30 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I would recommend Home Instead without any hesitation. My experience has been first class from the initial meeting and from all my interactions thereafter. Home Instead provided peace of mind and reassurance not only for my aged Father whose health has sadly steadily declined this year but also for
myself and my brother and sister who live far away and (notwithstanding the lockdown) are unable to visit our Father or care for him realistically. Home Instead provides a comprehensive service and can offer different levels of care as required. It is a very professional company with superb carers that will go the extra mile to ensure the comfort and well being of their clients. It would be difficult to imagine how they could improve the fantastic quality of service they already provide. We are extremely happy.

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

Dear Steve, thank you so much for your kind words. We very much enjoy looking after your father. Best wishes, Mike.


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Review from Heather (Daughter of Client) published on 29 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Couldn’t fault the caregivers that go to see my dad they are so nice, nothing is ever too much. Now gives me a little respite knowing he’s well cared for, thank you Home Instead, I know I call them if I have any issues at all, it’s amazing how much care work can be done in one hour. I honestly couldn’t
recommend them enough. Need a care company for your relatives then look at Home Instead, wished we had known about them earlier.

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

Thank you Heather for your kind words and pleased that we can make life a little easier for you as well as your Dad.


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Review from Roxanne (Daughter of Client) published on 27 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead Senior Care have listened to our needs in a caring, supportive and professional manner. They go out of their way to ensure duty of care is at a high standard. The staff are efficient, live locally which is a positive for us and the office can be contacted with any queries or questions we
may have about care. We all work as a team. Thank you to everyone for your commitment and excellent service.

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

Thank you for your kind words Roxanne, it is our pleasure to support your mum.


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Review from Teresa S (Daughter of Client) published on 27 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I use Home Instead Senior Care (Richmond) to help support my mum live as independently as possible. The companionship visits are great providing helpful interaction opportunities and the service provides great support for help in attending appointments and arranging more regular visits if I am not available.
Having the Home Instead Senior Care team available to help provides significant reassurance to my mum.

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

Thank you for taking the time to respond Teresa, very much appreciated and our pleasure to support your mum.


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Review from S A S (Daughter of Client) published on 27 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My Mother, aged 93, has been using the services of Home Instead for around 5 years following her breaking her hip. She enjoys the caregiver's visits and all the different skills and support they can offer. Whether they take her for a walk, do her shopping, washing her clothes or cleaning her home.
She enjoys hearing about their different lives and sharing hers. The Home Instead office is excellent in responding to any queries she or we might have as well as making sure that my Mum is happy over the many years she has used Home Instead. Therefore we could not recommend them more highly.

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

Thank you for taking the time to provide this reference Sally-Ann, very much appreciated and we are very pleased to be able to support your mum.


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Review from Alexandra (Daughter of Client) published on 27 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother and the rest of the family are delighted with the care provided by Home Instead and we couldn't recommend them more highly!
They have been amazing from the start - providing perfect and tailored care for my mother (following a stroke) allowing her to live independently and filling her children
with the reassurance that she is in very good hands.
The four ladies who look after my mother make an impressive team. They are positive, kind and caring, respond to her needs and are keen to help in any way they can.
We are also very impressed with the Home Instead management team who are communicative, thoughtful and responsive to my mother's needs. They keep in touch to check that all is well and to see if there is anything else they could do to help.
I highly recommend Home Instead.

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

Thank you so much for your kind words Alex, it is a pleasure to be able to help your mother.


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Review from Sue L (Friend of Client) published on 27 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

When looking for carers for our elderly friend Home Instead Richmond was highly recommended to us. From day one we were so impressed. The carers who attended my friend were always punctual, extremely pleasant and efficient. Our friend took to them immediately which was a relief as she was unhappy about
having carers. What also helped was that where possible the same carers attended our friend which meant she was able to get to know them. The carers were, with no exception, delightful people, and always prepared to go the extra mile. It was no problem contacting the management when necessary. Also, someone came regularly to see our friend, to reassess her and her needs. Up till now, I had been trying to look after my friend while living with and caring for my own elderly Mum. The carers lightened my load considerably, liaised with me, and it was such a huge relief to know that our friend was in good and capable hands at all times.

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

Thank you so much for your kind words Sue, it was a pleasure to be able to help.


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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.

View Latest Report

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.


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