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Review from Christine C (Daughter of Client) published on 21 July 2020
Submitted via Website • Report

Overall Experience

Home Instead provided the most wonderful care for my late father. My mum and I needed help very quickly with my dad as his health deteriorated quickly. We met the Home Instead manager the same day we contacted them, and we met the first carer the next day!
The carers were all incredibly respectful,

kind-hearted Christian people and couldn't do enough to help. They were a support to my mum and me, as well as to my dad. They boosted my dad's spirits with every visit and helped him spiritually, mentally and physically. They were very mindful of his changing condition and the care that was appropriate. We had overnight care as well as visits during the day, and that was amazing too. I was actually able to get some sleep and know that my dad was in incredibly caring hands and that if anything changed I would be woken.
Thank you to you all. We will always be grateful for the help you gave us in an incredibly stressful and sad time.

Reply from Laura Ayling, Client Manager at Home Instead (Southampton)

Thank you for your kind words, Christine.
It was an absolute pleasure to have met Dad and to provide support not only to carry out his wishes to stay at home but to also allow you and Mum that time to gather your thoughts.
I know the CAREGivers became very fond of Dad very quickly and when I visited he would often raise a smile for them as they chatted away. Thank you again.

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Review from Jo D (Daughter of Client) published on 2 July 2020
Submitted via Website • Report

Overall Experience

Home Instead has been great and they have a flexible, professional approach. My mum has dementia and the two carers are really kind, caring and make my mum feel safe. They are always on time, professional and person-focused. It's a shame I can't say their names as I would like to thank them for allowing

us to have time knowing that my mum is being well looked after and treated with respect, kindness and giving privacy at tricky times. So thank you to them both and to Home Instead.

Reply from Kelly Brimble, Deputy Care Manager at Home Instead (Southampton)

Thank you so much for your lovely review. We really do like hearing about the difference we are making to our clients, especially during this difficult time. Mum’s caregiver’s have built such a lovely relationship with her and will always work in a person-centred way, putting Mum at the centre of everything they do. They will both be able to see your review and I am sure they will be very grateful for your kind words and pleased that they are making such a huge difference to, not only mum, but you all. Thanks again.

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Review from Jill L (Daughter of Client) published on 29 June 2020
Submitted via Website • Report

Overall Experience

My father was very reluctant to have carers in his home but after 11 months now he really looks forward to their visits. They have been a lifeline to him as he had to give up driving and missed not be able to go out to see the local shoreline but now they take him out and he loves it. Obviously this

didn't happen in the height of the pandemic. They have also been a great help to him with the COVID-19 situation with being able to get shopping for him and for company.

Reply from Kelly Brimble, Deputy Care Manager at Home Instead (Southampton)

Thank you so much for your lovely words. I’m really pleased that Dad now looks forward to his visits and the new schedule seems to be working well. The careegiver’s really enjoy Dad’s company and I hear he is now teaching them to paint, which is just lovely.

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Review from Jacqueline B (Daughter of Client) published on 29 June 2020
Submitted via Website • Report

Overall Experience

Dad has been receiving regular care from Home Instead for 6-months. Although there was some initial resistance to having any care at home; he has now gained two very valued friends. Great care was taken to match him with two lovely and supportive caregivers. During this difficult time, he has been able

to regularly go for local walks with his carers, whilst also having help with any other problems and household chores that arise. He continues to enjoy their company and conversation, and I know he would now feel a bit lost without their visits and support. Having access to a family portal has been very helpful and reassuring in enabling us to easily see how Dad is after each visit. Communications are always dealt with promptly and effectively. I wouldn't hesitate to recommend Home Instead to my friends and family.

Reply from Kelly Brimble, Deputy Care Manager at Home Instead (Southampton)

Thank you so much for your lovely review. We have certainly come a long way since I initially met Dad six months ago! We do feel very strongly about matching our clients and CAREGiver’s as it makes building those trusting relationships so much easier. Thanks again for taking the time to share your thoughts with us.

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Review from Anne G (Daughter of Client) published on 22 June 2020
Submitted via Website • Report

Overall Experience

As a family, we are very pleased and grateful for the care provided to our mum. Carers have been carefully matched to my mum’s needs and have been consistently there for her. It is a relief knowing that we can trust the carers and that they have not been changed. We can choose our times, and we have

never been let down on punctuality. So many people say that they never know what time carers are going to turn up, but we have never had that problem. We are extremely happy with the care and have always been listened to. I would not hesitate to recommend this agency.

Reply from Kelly Brimble, Deputy Care Manager at Home Instead (Southampton)

Thank you for your lovely review. Consistency is so important when supporting our lovely clients and we always do our best to match our caregiver’s. Mum has a lovely team supporting her, they enjoy each other’s company and I know Mum really appreciates their pro-active approach. We pride ourselves on our punctuality and know how important it is for our clients to know who is coming, and at what time. Thank you again.

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Review from Vicki K (Niece of Client) published on 22 June 2020
Submitted via Website • Report

Overall Experience

The caregivers are a lifeline to my Uncle and myself. All the caregivers seem to genuinely care for the service user. I feel confident knowing they visit daily and will contact and feedback any concerns or information I need to know. This is so important due to my Uncle hearing loss we are unable to

contact him on the phone and not living nearby we can't just pop in. The client family portal is great for keeping up to date with progress. My Uncle recently lost his pet bird Perky that was at least 15-years-old. The caregiver was compassionate and buried Perky in the garden for my Uncle. The management keeps me updated on any changes including if new caregivers will be going and also complete regular reviews with the family to ensure everyone is happy.

Reply from Kelly Brimble, Deputy Care Manager at Home Instead (Southampton)

Thank you so much for your lovely words. Your uncle makes it very easy for us as he is such a character! The caregivers love supporting him and he is really opening up to them and sharing his life stories. The Client Portal is proving to be a saviour for a lot of families, especially for those who don’t live local to their loved one, it also makes us much more responsive to any concerns or changing needs. Communication is our top priority, so it’s good to hear we are meeting your expectations. We hope we can continue to support him to live safe and well at home.

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Review from Sheelagh A (Daughter of Client) published on 18 June 2020
Submitted via Website • Report

Overall Experience

Mum has Alzheimer's, and we wanted to keep her in her own home for as long as possible; so Home Instead was the ideal solution. The staff are all friendly and very professional. We have two carers who cover Mum's care over the week. Initially Mum was unsure about having anyone come into her home to

help, but she soon settled down and seems to enjoy their company each day. It is a great comfort for us to know she is having a good meal each day, is taking her medication, and household chores are being undertaken. They have even done a little shopping for Mum, while it has been difficult for us to visit due to coronavirus. Mum's hearing is not good, so it is not possible to have a telephone conversation with her, so it is reassuring to read the daily visit reports and know that all is well. If anything is wrong, they make contact immediately, and we decide the best course of action to take for Mum.

Reply from Kelly Brimble, Deputy Care Manager at Home Instead (Southampton)

Thank you so much for your review, Sheelagh. Mum is such a lovely lady, and a real pleasure to support. She was so apprehensive when we initially started, but look at her now… opening up to her CAREGivers and enjoying a varied diet! It’s lovely to see.

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Review from Gloria L (Daughter-in-law of Client) published on 16 June 2020
Submitted via Website • Report

Overall Experience

The carers are really good with Dad as they have to put up with him quite often having no clothes on and some very unpleasant mess to clean up at times, but they do it all with good humour and thoroughness.
Recently I had to give up my three visits a week at short notice to look after my husband and

also self isolate due to the covid virus. The office staff could not have been more helpful in covering for me until we all get over this horrible time, and I can restart my visits.
The carers who come to Dads are very caring and look after him as if he was one of their family.

Reply from Kelly Brimble, Deputy Care Manager at Home Instead (Southampton)

Thank you so much for your lovely review. The CAREGiver’s will always treat Dad with the utmost dignity and respect, and support him to the best of their ability to keep him safe and well at home, they think very highly of him. There’s certainly never a dull moment when supporting Dad, he’s such a cheeky character! I’m so pleased we were able to take the pressure off you a little and cover your visits, and we will continue to do so for as long as you need us.

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Review from Lynne (Daughter of Client) published on 15 June 2020
Submitted via Website • Report

Overall Experience

Home Instead caregivers have done a wonderful job in caring and supporting my mum over the last few months, not only because of the COVID-19 lockdown situation but just as the lockdown came into place Mum had an operation so they had to support the six to eight weeks recovery period which required gradual

changes to the care/support needed as the weeks went on. Recovery went well then Mum had a small fall which meant Mum lost confidence, the caregivers have gradually built her confidence up. They have been there when we need them to be with Mum and had no problems with the service provided.
The office staff and management have been fabulous too with managing the changes, even at short notice before/after the operation, they have also kept me informed when Mum has down days so I am aware not just via the family portal but contacting me directly.
Overall Home Instead are doing a great job and has taken the pressure off me during these unusual times, I wouldn't hesitate to refer them to others.

Reply from Kelly Brimble, Deputy Care Manager at Home Instead (Southampton)

Thank you, it’s so lovely to hear how pleased you are with the support Mum receives. I agree, the CAREGivers really do a wonderful job and Mum has a lovely, dedicated team caring for her. I have to say she has been such an inspiration overcoming and getting through her recent ordeals, and still always smiling. We strive to maintain a high level of communication and offer as much support to our clients loved ones as we can, so it’s great to hear that we have made these difficult times a little easier for you too.

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Review from Lisa H (Granddaughter of Client) published on 15 June 2020
Submitted via Website • Report

Overall Experience

My grandmother has been having Home Instead for several years and they have been very flexible when she has required more and less care due to illness. She is 93 years old and is looking so well and I put this down to the care and kindness that she receives from the caregivers that visit her daily.

Reply from Kelly Brimble, Deputy Care Manager at Home Instead (Southampton)

Thank you so much for your kind words. Nan really is looking very well, and I know the CAREGivers love supporting her. They can often be found putting the world to rights! We are so pleased that we are making such a positive difference to Nan and keeping her safe and well at home.

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Review from Ruth S (Daughter-in-law of Client) published on 15 June 2020
Submitted via Website • Report

Overall Experience

My father-in-law has had absolutely amazing care from all the staff working for Home Instead Southampton. They have been a lifeline to me as I live miles away. I can't recommend them highly enough.

Reply from Robin Boulter, Client Manager at Home Instead (Southampton)

Thank you for an excellent review, it has been an absolute pleasure being the Client Manager and overseeing the support of your father in-law. The CAREGivers have over the years built a fantastic rapport with him and I do hope he stays safe and well.

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Review from Michael S (Son of Client) published on 14 February 2020
Submitted via Website • Report

Overall Experience

My mother has been with Home Instead for a few years now and has been fortunate to have had the same carers for the last two years with the occasional stand-in when her regular carers are not available. Mum has been very satisfied with them all and naturally has become friends with her regular carers

who do go the extra mile for her. Mum has great respect and trust in her carers which gives me peace of mind since I do live quite a distance from her. Mum could not live in her own home without the carers and looks forward to their visits. I have also got to know the carers during my regular visits and I have found them to be very professional, obliging and approachable. It is good to know that the manager does her regular review visits and Mum feels very comfortable discussing her care and requirements and is quite amenable to have any extra time if needed. I have updates from the manager who keeps me in the loop and I do contact her if I have any concerns or emergencies.

Reply from Greg Harrold at Home Instead (Southampton)

It's so lovely to hear that our CAREGivers have succeeded in forming such a familial bond with your mum and that your family is reassured about the professional and over-and-above approach they bring to every visit. We are also delighted to hear about the strong working relationship you have built with the Client Manager, as we want our clients to consider everyone who works for Home Instead to be just as supportive and professional as the CAREGivers. We very much look forward to providing a strong service you and your mum have become accustomed to for many years to come and thank you very much for your informative feedback.

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Review from Peter A (Son of Client) published on 29 January 2020
Submitted via Website • Report

Overall Experience

Carers are very nice, competent and have a good work ethic. They arrive on time and stay the allotted time and always consult with my mother regarding the tasks and help she requires. She feels very comfortable with her carers and because she knows the same members of staff will be attending she is

less anxious than if different people keep turning up, as happens with many other agencies. Also, the management staff have been attentive and responsive in providing a service that suits my mother's needs. I have no reservation in recommending Home Instead to others.

Reply from Greg Harrold at Home Instead (Southampton)

Thank you very much for your wonderful review. We select our CAREGivers carefully to ensure every client gets the high-quality service you have described, and we are delighted to hear it is benefiting your mum so well.

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Review from Martyn C (Client) published on 29 January 2020
Submitted via Website • Report

Overall Experience

I have one main carer and 3 other carers all who have been excellent in providing my lunches, and when necessary personal care as well as helping with duties around the home. In addition to what they do for me, they have all been good company which is important to me as I am often alone all day while

my wife is away working. The office staff have been very accommodating of any changes in the care schedule I might request and have informed me if there are any changes from their end due to sickness or holidays etc.

Reply from Greg Harrold at Home Instead (Southampton)

Many thanks for your high praise of both our CAREGivers and the office staff. We always strive to maintain high levels of communication with our clients, and we believe that the companionship provided by our CAREGivers is one of the most important services we offer. It is nice to hear how much this support has meant to you, and that we have been flexible to your needs.

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Review from P W (Son of Client) published on 28 January 2020
Submitted via Website • Report

Overall Experience

Both my mother and myself are very pleased with the support from the Home Instead CareGivers. They are punctual, friendly and keen to help my mother live as independent a life as possible. The agency has worked very hard to ensure that continuity of care is provided by a small team of CareGivers. Although

not cheap, the standard of care is excellent.

Reply from Greg Harrold at Home Instead (Southampton)

Many thanks for your great review and for the kind words. We are very happy to hear that the standard of care is excellent and that the CAREGivers are consistent, this is what we strive for. All our CAREGivers are trained to ensure they can provide the very best service and ultimately improve the quality of life for all our clients.

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Review from K P (Client) published on 24 January 2020
Submitted via Postal Card • Report

Overall Experience

I am very happy with the service, and it has made a significant improvement in my life.

Reply from Greg Harrold at Home Instead (Southampton)

Thank you very much for your kind words, we are very happy to hear we are making a difference in your life and it is what we strive to do with all our clients.

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Review from Adrian W (Son of Client) published on 19 November 2019
Submitted via Website • Report

Overall Experience

For the past 3 years, Home Instead have enabled Mum to maintain an independent life in her own home. Her team of CareGivers has remained remarkably constant; all are professional in their outlook and provide mum with friendly companionship while taking care of her needs. The Management Team and methodology

at Home Instead inspires confidence that the company will provide a measurably high standard of care into the future.

Reply from Luisa Castle at Home Instead (Southampton)

Thank you so much for your kind words, which resonate with what we strive to achieve in supporting our clients. Creating independence, consistency of same CAREGivers visits and of course the relationships we build. The Client Manager and rest of the team really appreciate your comments.

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Review from P S (Daughter-in-law of Client) published on 13 November 2019
Submitted via Postal Card • Report

Overall Experience

All the carers have been very professional, very caring and friendly. I feel very happy and reassured they are there every day.

Reply from Luisa Castle at Home Instead (Southampton)

We are very grateful for your kind review of our service and pleased for the peace of mind we are bringing you and the family.

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Review from A D (Daughter of Client) published on 14 October 2019
Submitted via Postal Card • Report

Overall Experience

Dad and I were really pleased with the whole service we received from Home Instead. At times they went above and beyond to help us out of difficult times. They were very accommodating and genuinely caring. I would have no hesitation in recommending them. Thank you to everyone who looked after Dad.

Reply from Luisa Castle at Home Instead (Southampton)

Thank you for taking the time to review our service. Going the extra mile is in our DNA because we genuinely care about all our clients. I will happily share your comments with the CAREGiver team who supported your dad. Thank you again.

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Review from M W (Client) assisted by family/friend published on 25 September 2019
Submitted via Postal Card • Report

Overall Experience

Very good, punctual, friendly and provide a caring service.

Reply from Luisa Castle at Home Instead (Southampton)

So delighted to learn that your mother is enjoying the service as much as the CAREGivers are in building a relationship with her. Thank you for reviewing our service and rating us as excellent. We appreciate you sharing your feedback.

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Total of 157, showing 41-60

Meet the Team (5)

Mike & Greg Harrold

Job Title: Owner & Director

Joined: 2019

Mike & Greg (father and son) joined the Home Instead Southampton community in late 2019 and we look forward to continuing the 10-year legacy that has been created by the founding owners Luisa and Graeme.

Kairen

Job Title: Head of Client Experience & Registered Manager

Joined: 2010

I was one of the first CAREGivers to join the Southampton office in July 2010. I was looking for a part-time job to enable me to integrate back into employment after spending the last ten years raising my three children. I had busied myself within the community as a Parish Councillor and I was also Editor of the local quarterly publication. CAREGiving sounded like the perfect job. I loved visiting the clients I was matched to and I became very attached to them.

The opportunity arose to apply for a full-time position in the office in May 2011. I have partaken in all the office roles over the years as we have grown and even qualified as a trainer along the way. I have worked with some talented people here at Home Instead and learnt so much from them – I am grateful to them all.

My passion is taking all the care enquiries, I listen and empathise with the situation because I totally understand how complex it can be sometimes, reaching a decision about what to do next to allow a loved one to stay safe and happy at home. I cannot describe how amazing it is to meet up after speaking on the phone and offering reassurance whilst knowing in my heart we do what we say we do.

We had a vacancy here for my current position and I was asked by Mike and Greg, our owners, to consider the role. The rest of the team encouraged me to take it and as I had such support I accepted – thank you, team! I am happy I did because I now have more opportunities to grow the business so we can help even more people to stay living well in their own homes.

I would urge anyone to become a CAREGiver if they have any spare time on their hands because I cannot describe the incredible feeling that making a difference gives you. Our training is bespoke and fantastic and looks at the opportunities it has given me!

I feel passionate about the Home Instead ethos and I know that matching CAREGivers to Clients in the ‘Home Instead Way’ is still unique. It is what drew me to work for Home Instead and continues to do so every year that passes!

Marilyn

Job Title: Recruitment Manager

Joined: 2013

I joined Home Instead in April 2013 and am responsible for CAREGiver recruitment.

I have over 30 years of experience in recruitment and obtained my qualifications with the REC of which I am a Fellow. I also have an NVQ 4 in Management and a Certificate in Personnel Practice.

Before joining Home Instead I worked for 11 years within the Health and Social Care sector as a Registered Manager. During this time I also managed a Specialist Nurses Division, recruiting Theatre Nurses, Prison Nurses, Mental Health Nurses, Occupational Health Nurses and Learning Disability Nurses.

My experiences working within the healthcare sector have definitely been the most fulfilling. I am passionate about helping older people retain their independence and dignity and remain safely in their own homes. Selecting the right people to join our family of CAREGivers keeps me extremely busy but it is always interesting meeting new people and offering them the opportunity to join us and make a real difference to older people. I watch them grow in confidence and hear about the relationships they have with our clients and it makes me really proud of my role, connecting people and making them feel good.

I also help out at the memory cafe we run every second and fourth Wednesday of the month. This makes a change to being in the office but also gives me a chance to meet people who are coping with dementia and I try to brighten up their day if I can.

I get to meet and greet everyone who comes to our lovely office, so there is really never a dull moment in my working day. I share Home Instead's values and ethos and I know being part of the team, we all work hard to make all the difference we can.

Laura

Job Title: Field Care Manager

Joined: 2012

I started my career in childcare, where has looked after and babysat my younger family members, which was a natural fit for my caring and compassionate nature. After a few years in the retail industry, I decided that I really missed the caring industry and was fortunate enough to join Home Instead in 2012. Having never worked in elderly care before this was an exciting step for me.

Over the past 6 years as a CAREgiver at Home Instead, I've loved supporting my clients! My clients have had a range of needs from living with Dementia & Alzheimer's, Parkinson's and Palliative Care to companionship visits where I've accompanied them to appointments and shopping trips.

Helping clients to live as independently as possible within their own homes is so important to me and it's very rewarding knowing that you've made a difference in their lives and helped to enable this.

In my role as a Field Care Manager, I am excited to be able to look after our existing clients and also to meet and welcome our new clients to our lovely Home Instead family!

Phil

Job Title: Scheduling Manager

Joined: 2019

A father of 3, Phil started life in the Royal Navy and spent 7 years seeing many parts of the world. The Navy gave Phil a great understanding of different cultures and situations and it was during this period that he realised his caring nature.

On retirement from the Royal, Naval Phil joined the NHS and then on learning about the great things that Home Instead was doing in the community decided that he wanted to join us! Phil is part of the very important Scheduling team and interacts on a daily basis with our lovely CAREGivers and Clients ensuring that our quality service is delivered on time and as required by our Clients. Phil loves hearing how much our Clients enjoy and appreciate everything that we do for them.

Home Instead (Southampton)

Care Provided by Home Instead (Southampton)

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Home Instead (Southampton) Reviews (157)

Overview of Review Score

Detailed Breakdown of Review Score

Performance

Care Quality Commission (CQC) Rating

Overall
Good

Awards / Recognitions (2)