Home Instead (York)

10 Clifton Moor Business Village, James Nicolson Link, Clifton Moor, York YO30 4XG
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9.9 75 Reviews
  • Home Instead (York), York
Home Instead York are a family business and know how difficult it can be to find the right organisation to provide support at home, whether it’s for you, or for a loved one.

When Home Instead in York was started in 2009, numerous people who had experience of care at home were spoken to in an effort to identify what were the most important aspects of a home care service. Their regulating body, the Care Quality Commission (CQC) has summed these up succinctly in their approach to inspecting services like Home Instead's. Home Instead therefore evaluate everything they do using the CQC’s five themes:

- Safe - Effective - Caring - Responsive - Well-Led

Their aim is that these five themes form the foundations that allow clients to build trust in Home Instead and the service they provide. Ultimately they aim to provide a service that they would be happy for their own families to receive and they believe passionately in giving you the confidence to trust them to provide the care or support you need.

The team specialise in providing home care and support for older people and have developed an Alzheimer's and dementia training programme for Care Professionals. As part of the Home Instead franchise network carers are required to meet standards that exceed the requirements put in place by the Care Quality Commission (CQC).

These standards cover pre-employment checks, training and service quality assurance - all of which are monitored in-house, Home Instead national office and of course by the CQC.

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Care Provided by Home Instead (York)

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • Cancer Care
  • Cleaning Service
  • Companionship
  • Dementia
  • Domestic Services / Home Help
  • Food Preparation & Serving
  • High Dependency Care, two carers attending
  • Learning Disability
  • Medication Assistance
  • Mental Health Condition
  • 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
  • Ann-Marie Roche (Managing Director)

Funding & Fees Guide for Home Instead (York)

  • Prices

  • Our Care Solutions are based on a fixed monthly cost which is based on clients' needs and starts from £800 per month. Contact us for a more in depth discussion.

  • Available on request

Home Instead (York) Reviews (75)

Total of 75, showing 21-40
9.9

Home Instead (York) has a Review Score of 9.9 (9.909) out of 10, based on 11 reviews in the last 2 years. Over all time Home Instead (York) has 75 reviews.

Overall Experience

  • 67
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Date Published

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64

Review from L W (Sister of Client) published on 26 April 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead provides and excellent and consistent (a problem we've had in the past with other organisations) care for my brother. The carers are lovely and go the extra mile for him. I find them very helpful and easy to get on with. Home Instead charges more than previous organisations but we do receive
better quality of service.

Reply from Jack Fisher, Marketing, Communications & Finance Manager at Home Instead (York)

Many thanks for your kind words, they're very much appreciated!


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Review from M K (Wife of Client) published on 18 March 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I find the carers extremely helpful, and always happy to do whatever I ask of them.

Reply from Luke Norbury, Managing Director at Home Instead (York)

Thank you for your review. It is a pleasure to be able to support you and your husband.


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Review from J M (Client) published on 22 February 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Carers very helpful, willing and kind.

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Review from C W (Wife of Client) published on 16 February 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Very pleased with care and help provided. My husband gets on well with the carers and feels relaxed while they are with him.
Only "niggle" has been occasional communication difficulties with the office. A message about access was not passed on and a delay of arrival not notified. Very pleased with
everything else.

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Review from Jane W (Client) published on 8 February 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I thoroughly enjoy every visit from my care provider. All they do is very professional and useful.

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Review from I A (Client) published on 2 February 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very caring and respectful.

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Review from Elizabeth H (Client) published on 20 January 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Professional in everyway - they go the extra mile. Thank you.

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Review from Christopher B (Husband of Client) published on 6 January 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been very pleased with the care provided for my wife, especially over the Christmas/New Year period, which is always difficult, and during the current difficulties due to the Coronavirus pandemic. The scheduling team gave us carers we knew and continuity of attendance. Care provided was, as ever,
5 star. Thank you to all the Team!

Reply from Jack Fisher, Marketing, Communications & Finance Manager at Home Instead (York)

Thank you for your kind comments Christopher, very much appreciated.


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Review from P R (Son of Client) published on 22 December 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mums 96, is registered blind, has mobility issues but is fiercely determined to live in her home. She has had a couple of falls lately which has added to the difficulties she encounters with day to day living. Moving into a home seemed inevitable until we were introduced to Home Instead (York). The
Caregivers have given us all such a ”turnaround” and taken away so much worry and they have been so adaptable to fulfil Mums daily needs. Their commitment is unquestionable.

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Review from Susan B (Daughter of Client) published on 11 August 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been very pleased with the care provided for my mum. Experienced, well trained and compassionate staff and professional management and administration. I used 2 companies for my mum's care and Home Instead really were the better of the two by far. I would most certainly use Home Instead again
should the need arise.

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Review from C D (Stepdaughter of Client) published on 20 May 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Caregivers from Home Instead (York) have been visiting my relative for 3.5 years. We have had quite a few changes of caregiver in that time but everyone has been extremely reliable and trustworthy. Someone has always arrived even during the pandemic and even when rostered caregiver might have been unavailable.
I have no hesitation in recommending this service.

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Review from S M (Client) published on 17 May 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Pleased to have the same carers most of the time. They are helpful with the housework, shopping and going out for a walk and also just sitting and having a chat. They have helped me get back to normality after a long stay in care.

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Review from M F (Wife of Client) published on 17 May 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We have received excellent care from each carer. They are well trained, intuitive and responsible. They notice and pay attention to any physical disability. They are courteous and clean. We have no hesitation in giving the agency top marks.

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Review from Mark C (Son of Client) published on 13 May 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot praise this service enough. The standard of care and compassion showed to my Mum has been truly outstanding. The carers provide my Mum and our family with the peace of mind that Mum is in very safe hands and that all of her care needs will be met.

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Review from J B (Client) published on 28 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The company and the girls working have all been very helpful during a difficult period for us (the clients) and are usually helpful and cheerful.

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Review from Colette N (Daughter of Client) published on 26 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We are delighted with the care you provide our mother. It has enabled her to remain safely in her own home. The caregivers are kind, helpful and respectful to my mother and she looks forward to their visits. It has been a godsend.

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Review from Daniel B (Son of Client) published on 30 December 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead looked after my mother for the last few weeks of her life. They provided a fantastic standard of care. All the caregivers were excellent and showed a lot of care, warmth and kindness to my mother. They were very focussed on her individual needs and treated her with a lot of respect. I will
always be grateful to Home Instead for the care they gave my mother. They helped bring peace to her final days. It is a wonderful service that also helped me greatly in my role as a carer for my mother.

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Review from Martin W (Son of Client) published on 7 December 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum has been benefitting from the help of Home Instead for a couple of years now, starting when she was recovering from a nasty illness and spell in hospital. The intense care she received at first was crucial in rebuilding her health and confidence and then she has had two morning visits a week
from lovely carers since then to help her shop and shower and generally keep her morale up. Last week she had a fall and has had to lean heavily on Home Instead again with lots more visits, including overnight stays. The efficiency, kindness and skill shown by management, schedulers and carers has meant the world to her and to me and means we have every chance of still getting her fit enough to enjoy a family Christmas and rebuilding her independence. Many thanks.

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Review from Helen H (Daughter of Client) published on 16 September 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum has used Home Instead York for a number of years, initially just for cleaning then increasing to cover medicine administration and meals, and latterly all day as Mum had started to get lost outside. I have frequently recommended the company to others as I have been extremely satisfied with the
service we have had. The carers have been nothing but kind, and Mum has loved their company. When I speak to her on the phone, she always tells me her "friends have just left". Some have gone above and beyond what is necessary, making homemade meals for her freezer, sending us photos of Mum enjoying trips out, making multiple trips to the shops to replace light fittings for example. I have also found the office staff to be particularly responsive and helpful. When Mum fell last autumn, she needed a rapid increase in care for a short time, and this was managed with compassion (for me and mum) and with speed. Thank you so much.

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Review from Gillian R (Daughter of Client) published on 28 August 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead have been caring for my mother over the last year and have done a wonderful job. They took great care to choose a carer who they knew my mother would get on well with and relate to. The carers have been totally reliable and professional and have allowed me to have a break knowing my mother
is very well cared for.

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Current Review Score: 9.9 (9.909)

Overview of Review Score

The Review Score of 9.9 (9.909) out of 10 for Home Instead (York) is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.9 out of 5 from 11 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 11 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 4.909 for Home Instead (York) is calculated as follows: ( (60 Excellents x 5) + (6 Goods x 4) ) ÷ 66 Ratings = 4.909

  • 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 (York) is based on 11 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 + 0.1 + 0.1 = 5

  • 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: 18 Nov 2021

Overall
Good

  • Caring

    Outstanding

  • 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.

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Awards / Recognitions (15)

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Meet the Team (4)

Ann-Marie

Ann-Marie Roche

Job Title: Managing Director

Joined: 2009

I am the co-owner and Managing Director of Home Instead in York as well as in Scarborough and Ryedale along with my husband Luke.


My professional background is in marketing and operations, mainly in the education sector. I have personal experience with how dementia can impact a family and the relationships within it. I am passionate about helping people live with dementia in their own homes where they are most comfortable, in the same way, that my dad did.


In my role as Managing Director, I am responsible for supporting the team to deliver outstanding care to all of our clients. We do this by hiring the right people, providing award-winning training, monitoring the quality of everything we do and always applying ‘the mum test’ ie. would this be what I would want for my mum or dad?


Luke

Luke Norbury

Job Title: Director

Joined: 2009

I'm Luke, co-founder of Home Instead in York.


Before purchasing a franchise office in 2009, I worked in the banking and in the telecommunications industry for 12 years. I'd previously had experience in looking for home care for my own family and having young children I understood first-hand how difficult it could be for family members who have to work but also have a loved one who needs support and care throughout the day.


It was the ethos of Home Instead that really attracted me into becoming a franchise owner. Seeing the real difference we are able to make in people’s lives and creating opportunities to work within the domiciliary care sector really makes me proud.


My role is to build relationships with local providers and organisations; look for opportunities for Home Instead to contribute to the local community and manage the business side of the operation.


Laura

Laura Holmes

Job Title: HR & Training Coordinator

Joined: 2022

Hi, I’m Laura. I joined Home Instead in March 2022 as the HR & Training Coordinator. Previously I was working in Horticulture but, I’m really excited about taking on this role and working in the care sector!


In my role, I am responsible for getting new recruits through their first few weeks with the team and ensuring they have all the required documentation, training and background checks completed before commencing work.


I also make sure that existing Care Professionals continue to remain compliant with all aspects of training & HR documentation.


Nicky

Nicky Leaf

Job Title: Care Quality Co-ordinator

Joined: 2022

Hi I’m Nicky, I have worked with Home Instead since November 2022 as a Care quality Coordinator, my role is to support the Care Manager and our team of Care Professionals in ensuring the quality of the care we deliver is to the highest standard.


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