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 61-75
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

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Review from christine r (Daughter of Client) published on 3 April 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I changed to Home Instead having had a bad experience with the previous care providers who were looking after my Dad. He had numerous medical conditions and dementia. They were very professional from the very first meeting. Dads care needs were assessed at the start and a carer matched to his needs,
one of the carers at the start wasn't a good match with Dad, as soon as I raised concerns within days this was sorted. The carers were lovely and really looked after Dad well and the management and office staff were also very helpful and professional.


I was so pleased that I took on Home Instead to care for my Dad, I only wish I had done it sooner.


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Review from B F (Friend of Client) published on 3 March 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

It's very important to get the correct care, this company does that. 2 regular carers that know the needs and nature of my friend's personality goes a long way to making life good for all of us.

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Review from Tessa B (Daughter of Client) published on 3 March 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

After looking at other reviews for various care companies, I'm very glad I chose home Instead, York. They have been helping the family care for my 90-year-old mother for 18 months. I am impressed at their care and attention to detail when trying to find compatible carers for mum. She now regards both
her helpers as friends and welcomes their visits.


The company also has good fail rate measures and should a care fail to turn up, there is a regular review with myself and mum to check everything is still going well. They are extremely responsive to email or phone call queries and I can't recommend them too highly.


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Review from M F (Client) published on 3 March 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have found the service so useful in more ways that one. It has enabled me to continue my day to day routine both in my home and in the community. The carer is so helpful and willing to do all that I ask for her. She has a very pleasing and calming manner and I enjoy her visits very much. At last,
I can have a bath on regular basis with no worry about slips or falls, she is very patient with me.

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Review from Suzanne N (Daughter of Client) published on 3 March 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We were recommend Home Instead Care when my father needed personal care almost 2 years ago. Everyone we met treated my parents with the utmost respect, kindness and good humour. My father died last year and how my mother benefits from friendship visits. We have received wonderful service from Home Instead
and would not hesitate to recommend them.

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Review from S D (Wife of Client) published on 27 February 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been using the services of Home Instead for the last 18 months and am very satisfied with the service they are giving. We have the same carer each week so a rapport has grown up between my husband and the carer which is nice to see.
The management side are very good and if I need to change days
or add a day they do all they can to see that our needs are met.
I would, and have, recommended them to friends.

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Review from Brian M (Son of Client) published on 27 February 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother's medical condition meant that she needed her meals prepared, her taking of medicine supervised and household chores done for her. She also needed help with dressing and some help in the bathroom and latterly, care at night. We also wanted her to have companionship and occasional outings to
supplement family visits.
From the very first visit, the standard of care was outstanding in every respect. Without exception, all the carers on the rota were conscientious, compassionate, professional, warm, friendly and diligent. The attention to the needs of my mother and the undertaking of household chores were carried out brilliantly. Both I and my brother were kept thoroughly and promptly informed if there were any issues that we needed to know about and our requests to the office were always dealt with courteously and efficiently.
My mother became very fond of the carers who always showed patience and compassion to give her the very best one-to-one care.

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Review from Audrey F (Client) published on 2 February 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

All very caring, pleasant and helpful.

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Review from David H (Son of Client) published on 13 January 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We engaged the services of Home Instead in August 2009 to help care for our Mum who was shortly thereafter diagnosed with Alzheimer's, gradually increasing the hours required until she passed away in December 2016.


Throughout this time the personal care and companionship provided by the caregivers

was exceptional and of the very best quality. They were always kind, caring and most considerate and helped to give our Mum the best possible quality of life as her illness progressed. In fact, they gave her a new lease of life, particularly in the early years, taking her out for afternoon tea, a forget me not cafe and to singing for the brain events etc. We were very fortunate to have one gifted carer who worked with our Mum throughout this time and a number of others who worked with her for many years. This was so important and really helped to build the carer/client relationship.


I would have no hesitation at all and would heartily recommend Home Instead York to anyone thinking of using their services.


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Review from Richard B (Client) published on 12 January 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The agency is very good and I would give them 10/10 for all that they are doing.

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Review from J G (Daughter of Client) published on 12 January 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My parents needed carers after dad (94) had a spell in hospital, neither were keen having people coming into their home. Home Instead Senior Care were extremely professional and helpful coming to their home chatting about what they liked, finding out from me about their lives so that they would find
the right people and they have. Same 3 ladies who come round 4 days a week are great, helpful, friendly and now friends to mum and dad.

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Review from F C (Daughter of Client) published on 6 January 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Highly recommend Home Instead Senior Care. Service provided is professional, caring with a personal touch. Great care is taken to match the caregivers to the clients. There is a great emphasis on individual care and treating clients with dignity. Caregivers are matched for their personal qualities and
life experience and are very special. My parents and I are extremely happy with the care provided and the professional, caring attitude of the team in York.

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Review from Emma E (Niece of Client) published on 6 January 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We were introduced to Home Instead in September 2016 when looking for some companionship for our aunt.
Having been widowed last year she was missing the companionship she was used to and also someone to help with shopping, meal planning etc.
Home Instead have been marvellous, they take a lot of time
matching up the right people to help aunty. She now has regular weekly visits and also enjoys outings with the carers. We would have no hesitation in recommending the agency to others.

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Review from John G (Client) assisted by family/friend published on 17 November 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Home Instead caregivers come three times a day and for the most point provide superb care. They get me out of bed, shower and dress me in the morning. In the afternoon they offer companionship and oversee exercises prescribed by the physiotherapist and in the evening they wash me and put me to bed.
Generally, they are excellent- efficient, cheerful and pleasant company. My wife tells me that the office staff are always welcoming and helpful over the phone. However, we are not always informed of changes to our schedule.

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Review from Joan W (Client) published on 2 November 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Alright, very reliable. They regularly help me by doing laundry, especially stripping and making the bed. My carer puts eye drops in and looks after my legs and feet. I have one main carer and they try to give me the same stand in, if possible, if she can't come in. All the carers have been very pleasant,
friendly and very caring and concerned for me. I can't fault any of them.

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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.

View Latest Report

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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