Home Instead (Newcastle under Lyme and Stoke on Trent)

7 Fellgate Court, Froghall, Newcastle-under-Lyme ST5 2UA
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9.1 56 Reviews
  • Home Instead (Newcastle under Lyme and Stoke on Trent), Newcastle-under-Lyme
Home Instead Newcastle under Lyme & Stoke-on-Trent is a locally-owned provider of award-winning care, home help and companionship, founded in 2009 by the current owners. They offer tailor-made, person-centred home care and specialist Dementia support to people living in their own homes.

Services include companionship, home support, personal care, medication support, home recovery, respite and rehabilitation and dietary support; all services are personalised to the individual. The specialist Dementia and Palliative Care service works closely with local health care providers to enable non-medical support to reflect the individual’s needs and to be of the highest quality.

Service duration is from 1 to 24 hours a day, up to 7 days a week, provided by a team of Care Professionals who have undergone comprehensive training including City & Guilds accredited Alzheimer’s and Dementia Specialist training. They individually match carers and clients based on personality, interests and skills required. The relationship of trust between the client and carer is fundamental to the provision of high-quality care so clients have a known carer at every visit.

The Management team makes regular quality assurance visits to ensure that the care being delivered matches the care plan and your expectations. This ensures that they are able to react quickly to any change in a client’s circumstances or condition.

Office hours are 09:00 till 17:00 Monday to Friday, however they do have a phone line open 24 hours to support both carers and clients.

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Care Provided by Home Instead (Newcastle under Lyme and Stoke on Trent)

  • 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
  • Laundry Service
  • 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
  • Personal Care (on a contracted hours basis)
  • Personal Care Assessments
  • Risk Assessments in the Home

Good to Know

  • Person in charge
  • Michelle Blunt (General Manager)

Funding & Fees Guide for Home Instead (Newcastle under Lyme and Stoke on Trent)

  • Prices

  • £33.00 - £35.00 per hour

Home Instead (Newcastle under Lyme and Stoke on Trent) Reviews (56)

Total of 56, showing 21-40
9.1

Home Instead (Newcastle under Lyme and Stoke on Trent) has a Review Score of 9.1 (9.086) out of 10, based on 5 reviews in the last 2 years. Over all time Home Instead (Newcastle under Lyme and Stoke on Trent) has 56 reviews.

Overall Experience

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Date Published

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Review from Elizabeth S (Daughter of Client) published on 8 April 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I moved care provider due to being unhappy with the care arranged for my parents following a stay in hospital for mum. The difference in the first week was a breath of fresh air and since then I have felt that mum and dad's support and well-being is priority but that my well-being has been considered.
I now have the daughter relationship back with my parents and not that of a carer. The 'girls', as my parents call them are amazing. Very professional but more than anything they really care about my parents and are constantly looking for ways to improve their lives and not just do 'the tasks'. Nothing is too much trouble for the office, they keep me informed with what I need to know and they are the ones who have noticed what I do, that can be put into the care plan without me even asking. Hourly rate is slightly higher than the previous company but for what my parents and I now get in return, the difference in cost does not seem relevant.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

So glad to hear that your Mum and Dad have settled in well with "the girls." I will pass on your kind comments to both our office team and your parent's CAREGiver team. Thank you.


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Review from Peter L (Son of Client) published on 30 March 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Hand on heart, Home Instead (Newcastle under Lyme and Stoke on Trent) are fabulous and I would be recommending them unreservedly. Why? Because they deliver exactly what my mum and I are looking for, specifically reliability. They are totally reliable, they come when they say they will come and do what
they say they will do. Quality, they employ high quality staff and the hour visit is perfect, it allows time for conversation, not a smash and grab visit like some other providers. Consistency, the staff are not constantly changing but remain consistent and if new people are engaged they are always introduced by someone known. High quality office support, the office team are always available and happy to help, they to are a consistent team so I know who I am talking to and the billing is always accurate and correct. The whole team are great and as my mum says, it means she can stay at home rather than be put in a home.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for your review and we are particularly pleased to hear that your Mum is able to stay at home with our assistance. We always focus on quality and consistency as we believe this is the overriding factor to a successful care solution. We will ensure that your Mum's team are informed of this review.


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Review from M B (Power of Attorney of Client) published on 19 March 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Contacting Home Instead at the beginning of lockdown 2020 was a lifesaver - not for me, but for a friend living alone with early-onset dementia. Twice daily visits ensured she was taking vital medication and having something to eat. For me, it meant peace of mind at a difficult time. The level of care
and support for both of us has been wonderful.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for your review. We are very pleased that our service has been of benefit and has relieved the pressures of troubling times during this pandemic. It is so pleasing to hear that you now have "peace of mind" knowing that your friend is now eating well and taking vital medications at the correct times.


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Review from Christopher B (Client) published on 19 March 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Faultless.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for your response - we are pleased to see that you regard our service as "Faultless".


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Review from J V (Daughter of Client) published on 26 February 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff are all very friendly and efficient. The office staff are all very helpful. I felt that my mother was in good hands. They were always on time and very reliable. I would have no problem in recommending your service to anyone. Thank you for all you did for us.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for your kind words - we are glad you found the whole team friendly, efficient and helpful. I will pass on your comments to the team.


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Review from Gaynor W (Daughter of Client) published on 4 February 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We are approaching a year with Home Instead (Stoke) caring for my Mother. Mum is 90, fairly deaf, has problems with mobility, various medical issues and dementia. We were concerned about getting her care - she is fiercely independent and a little antisocial but since my Dad died, we were increasingly
left with no choice. So it is lovely to hear Mum say, unprompted, that she is thankful for the Caregivers. One or two in particular “ just know what I want, I don’t have to say”. Also when she asks them to leave her alone, they just ensure the necessary care and give her the space she craves.
I believe they genuinely care for her which is a comfort when you cannot visit in times of Lockdown. They communicate any worries to family as well as the office and know when to escalate issues, demonstrated in a recent potential safeguarding issue, the Caregiver made exactly the decisions I would have. Office staff are professional, yet give me the impression I am the only one they have to help.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Many thanks for your kind words. I will ensure that we share your feedback with your Mum's team. Your Mum's care is always our first priority, but it is so nice to hear that the wider family members benefit from our time with your Mum also.


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Review from H D (Daughter of Client) published on 4 November 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The care provided has been excellent. Dad always felt safe, timekeeping very good, communication of changes to the team always good. The service is expensive. It is a pity that Dad's move to a nursing home is partly because increasing Home Instead care to a level needed to keep him safe at home would
be more than 24/7 care in an excellent nursing home.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for your kind words about the service we provide and our caregivers. I am sorry that we did not have a conversation about the cost of 24-hour care. As we do not provide nursing care, it is difficult to compare costs with a Nursing Home. We all hope that your Dad is settled and happy in his new home.


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Review from Yvonne Y (Daughter of Client) published on 23 October 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent service. I have been very pleased with the care and support offered by Home Instead. I know of at least 3 other clients who are equally as pleased with them. Nothing has been too much trouble, all carers were delightful. I would not hesitate in contacting them in the future if needed.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for your kind words - please do not hesitate to contact us at any time.


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Review from Dorreen C (Friend of Client) published on 13 October 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot thank all the staff enough for all the care and kindness they showed to us.
They are so professional and caring with not only the patient but with us as well.
I will never forget the care they gave to us all. I would recommend them to anyone.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Many thanks for your kind words - I will pass these on to your Caregivers. It was our privilege to know you all.


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Review from D G (Son of Client) published on 6 October 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The care provided to my mum was excellent throughout. From initial contact, the process was straight forward, and the appropriate level of care decided. My mum really took to the carers, and although they were all good, she inevitably had one or two favourites who she looked forward to seeing.

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Review from Ruth T (Daughter-in-law of Client) published on 21 September 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Although my mother-in-law only had you for two weeks, we were really pleased with their compassion and respect given to her.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

It was our pleasure to be trusted to care for your Mother-in-Law. Thank you for your kind words.


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Review from Alan E (Son of Client) published on 6 August 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

All staff is totally reliable, conscientious in their application to care tasks, and management of medication. All would have my complete trust in their duties. Each staff member would always attempt to establish a rapport on each visit and make the client (my father) feel comfortable and secure.

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Review from Jon H (Son of Client) published on 12 February 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Over the several years we have had dealings with this provider, not only did Mum receive friendly and attentive care from the care-givers, but communication and dealings with the office staff has always been of high quality. We always felt confident they were able to deliver a premium service. Life
as a relative and main carer of someone with physical disabilities and dementia can prove challenging and frustrating at times but was made so much easier with the support and understanding from the care provider. Thank you for your support and for helping make fond memories!

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Review from Sandra P (Daughter of Client) published on 17 September 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My father has used Home Instead care for a few months. The carer has built up a friendship and confidence in her approach to him. She is so warm and helpful to him and he trusts her so much. Dad had to go into hospital for a few weeks but now she is back and not only does my Dad feel better, so do I.

Reply from Paul Edden at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for your kind words. Your Father's care and well-being will always be our first priority!


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Review from Margaret W (Daughter of Client) published on 22 May 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead have enabled my elderly mother to remain at home until very recently. Their personalised, individual care is excellent. The care staff always show great respect, are kind and encourage independence. The care staff are enthusiastic and have a lovely friendly manner. I have been very impressed
by their care standards. Nothing is ever too much trouble.

Reply from Paul Edden at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for your kind words. It has been our privilege to help your Mother stay in her own home for as long as she did. We hope she is settling well into her new home.


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Review from Marjorie H (Client) published on 20 August 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Really happy with the service.

Reply from Paul Edden at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for your kind comments - very good to hear that you are pleased with our service!


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Review from V B (Daughter of Client) published on 25 June 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff and caregivers are polite and understanding caregivers are flexible and meet the needs of my dad.


They take my dad shopping and for a walk, my dad gets on with them well. They always talk about my dad's interests and are patient.


Reply from Paul Edden at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for your kind comments - it is good to know that your Dad is getting on well with our regular caregivers.


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Review from M W (Client) published on 8 June 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Very helpful Carers, always kind and very polite, willing to do anything we ask. Always make us an evening meal and help to keep house tidy. Done shopping and made drinks, never left without making sure both ok.

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Review from Jacqueline O (Daughter of Client) published on 23 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Holistic is a term often used to describe an approach to a client/customer/patient. In the case of Home Instead, it encompasses the family as well. The patience shown to my mother, despite her often appalling behaviour was outstanding. The behaviour of each and every Carer and members of the management
team was/is exemplary. Their approach offers dignity to the client and also relatives. Highly recommended.

Reply from Paul Edden at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for your kind comments. It was our privilege to have been involved with helping your Mum to remain at home for as long as possible.


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Review from S A (Son of Client) published on 9 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Since the Carers started, they have looked after mum wonderfully. There has been a marked improvement in her appetite and weight. They have given Mum someone to look forward to seeing each day. The family are relieved that someone is with her in the morning, at lunchtime and bedtime.

Reply from Paul Edden at Home Instead (Newcastle under Lyme and Stoke on Trent)

Many thanks for your kind words regarding our wonderful CAREGivers - I will pass this feedback on to them. The care we provide for your Mum will always be our priority.


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Current Review Score: 9.1 (9.086)

Overview of Review Score

The Review Score of 9.1 (9.086) out of 10 for Home Instead (Newcastle under Lyme and Stoke on Trent) is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.6 out of 5 from 5 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.5 out of 5 from 5 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 4.586 for Home Instead (Newcastle under Lyme and Stoke on Trent) is calculated as follows: ( (19 Excellents x 5) + (8 Goods x 4) + (2 Satisfactorys x 3) ) ÷ 29 Ratings = 4.586

  • 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 (Newcastle under Lyme and Stoke on Trent) is based on 5 Positive Reviews in the last 24 months and is calculated as follows: 3 + 0.5 + 0.5 + 0.25 + 0.25 = 4.5

  • 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: 26 Sep 2019

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • 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 (3)

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Meet the Team (1)

Paul & Sandra

Paul & Sandra Edden

Job Title: Directors

Joined: 2009

Paul and Sandra Edden are the husband and wife owners of Home Instead in Newcastle under Lyme and Stoke-on-Trent.


In 2005, Paul helped the Master Franchise owner to successfully transition Home Instead from its American parents to the UK as a new national provider of quality at-home care throughout the UK. Paul and Sandra had always held an ambition to work together, something many couples might find unusual! They took the decision to join the Home Instead family as franchise owners, covering the areas of Newcastle under Lyme and Stoke-on-Trent; opening their first office in Newcastle’s Iron market in 2009.


Home Instead is now based in modern offices at Trentham Lakes, with a second office in Newcastle which is used as their training suite.


Paul and Sandra believe that home is where we feel most comfortable and happiest and the place we know the best, something that we have all discovered during these very different times. With this strong belief, they are committed to providing compassionate and relationship-led at-home care so that clients can live well, their way.

They know through personal experience that when it comes to caring, there is no “one size fits all” approach, so they don’t offer one. Home Instead care is personal, tailored, flexible and adaptable as needs and preferences change. Along with their team, they are passionate about making a difference for their clients and their families together with developing a rewarding environment for their amazing CAREGivers who deliver award-winning service. Please contact us today to find out more.


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