Perfect Care - Durham

10-12 High Street, Spennymoor DL16 6DB
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9.4 20 Reviews
  • Perfect Care - Durham, Spennymoor
Perfect Care Ltd is a CQC registered company that provides excellence in care and support to people of all age ranges living in their own homes, whatever level of care they may require, from light domestic work through to Dementia Support or Complex Needs and End of Life. The company also provide private qualified nurses.

Emphasis is on the quality of care that is given to customers and revolves around what they want from the service. Carers take the view that each person is unique and every care package delivered is tailor made for that particular person.

The plan of care is built around customer requirements. All assessments of customers and care planning is undertaken by Registered Nurses, and Care Assistants who deliver this care, are closely monitored and supervised by Registered Nurses. Service reviews are conducted regularly to ensure that satisfaction is maintained, and that any changes to the Care Plan requirements are acted upon.

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Care Provided by Perfect Care - Durham

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • Call in Service
  • 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
  • Respite cover
  • Shopping Service / Errands
  • Sit in Service
  • Other Care Provided
  • Adult Home Care (18+)
  • Hospital Discharge
  • Personal Care (on a contracted hours basis)
  • Personal Care Assessments

Good to Know

  • Person in charge
  • Kelly-Ann Urwin (Registered Manager)

Funding & Fees Guide for Perfect Care - Durham

  • Prices

  • Our services start from £24.84 per hour.

  • Fees vary depending upon your requirements

Perfect Care - Durham Reviews (20)

9.4

Perfect Care - Durham has a Review Score of 9.4 (9.445) out of 10, based on 19 reviews in the last 2 years. Over all time Perfect Care - Durham has 20 reviews.

Overall Experience

  • 12
  • 3
  • 3
  • 1
  • 1

Date Published

20
2
13
19
1

Review from Hilary F (Wife of Client) published on 21 January 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

All the carers are polite and helpful. Do their job well. Always try to help in any situation.

Reply from Carol Jackson, Marketing Manager at Perfect Care - Durham

Hi. Thank you so much for your feedback. We very much value your comments. Thank you.


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Review from M J (Client) published on 24 December 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 2.0 out of 5

Some excellent carers but unfortunately I slipped whilst being assisted to shower. I have suffered much pain and spent thousands of pounds as a result. I had broken my hip and my knee and am now attempting to walk with an aid.
Very disappointed.
Some young, poor staff were clueless.

Reply from Carol Jackson, Marketing Manager at Perfect Care - Durham

Thank you for submitting your review. This has been passed to the registered manager concerned.


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Review from R A (Brother of Client) published on 20 September 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very good.

Reply from Carol Jackson, Marketing Manager at Perfect Care - Durham

Thank you so much for our 5-star rating. Perfect Care.


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Review from L G (Client) published on 18 July 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

Found some of the carers excellent, some average and others didn't know how quick to get finished.

Reply from Carol Jackson, Marketing Manager at Perfect Care - Durham

Hi. Thank you so much for your review. We do take comments seriously but would appreciate more details to enable us to look into them. Could you please contact us to discuss. Thank you.


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Review from M W (Wife of Client) published on 27 June 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I wish to thank you all for the kind and caring nature you gave to my husband. I cannot express feelings for everything your staff did for us until he had to go into a care home.
Thanking you once again.

Reply from Danielle Rippon, Head of Marketing & Reporting at Perfect Care - Durham

Thank you for such a kind review, we are so pleased that our team were supportive and caring and we will pass on your comments to them all.


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Review from Derek H (Son of Client) published on 21 June 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent service well impressed with all of the staff I have met and had conversations with have been great and I have met most of the carers and they are really kind and friendly with my dad and have really good chats.

Reply from Carol Jackson, Engagement Manager at Perfect Care - Durham

Thank you so much for your lovely review. We are delighted you are so impressed with us. We pride ourselves on our service. Thank you. Perfect Care


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Review from J Q (Wife of Client) published on 31 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Generally, the service is very good. Some carers are excellent and will go the extra mile to help.

Reply from Carol Jackson, Marketing Manager at Perfect Care - Durham

Thank you for your review. We appreciate your comments.


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Review from J W (Husband of Client) published on 23 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

More consistency and communication.

Reply from Carol Jackson, Engagement Manager at Perfect Care - Durham

Thank you so much for your 5-star review. Perfect Care.


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Review from Amy T (Daughter of Client) published on 22 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot fault the care I received for my dad, we managed to get him home fast and the care plan sorted within a day allowing my dad to have his remaining time at home. Care staff were confident to deal with end of life and understood our needs and wishes and were able to keep him comfortable at home.

Reply from Carol Jackson, Marketing Manager at Perfect Care - Durham

Thank you so much for your lovely review at such a difficult time. Our team are amazing and it's times like this they become invaluable. Thank you.


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Review from D P (Client) published on 21 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

Overall very good.

Reply from Carol Jackson, Engagement Manager at Perfect Care - Durham

Thank you for your feedback. We would like to be able to improve so would appreciate the opportunity of knowing where we can improve. Could you please email our registered manager kelly.urwin@perfectcare.co.uk Thank you.


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Review from Gordon G (Client) assisted by family/friend published on 17 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Everything is going well at the moment. It makes a difference when we know which carer is coming and at what time. It has not always been so. I have nothing but good to say about our present carers. They are helpful and pleasant.

Reply from Carol Jackson, Engagement Manager at Perfect Care - Durham

Thank you. We are so pleased everything is now going well. It can be a challenge sometimes to get a routine in place but we do always try our best. We do have lovely carers and a great team. Thank you.


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Review from Carol I (Daughter of Client) published on 16 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The care and support was fantastic. The advice they gave was really good. They are a credit to your team. Thank you for helping me in the last days of my dad's life.

Reply from Carol Jackson, Engagement Manager at Perfect Care - Durham

Firstly, we are so sorry for your loss. We are so pleased we were able to support not just your dad but you. It's always a difficult time but with the training, knowledge and experience our team has it can ease a difficult situation. Thank you for taking the time to pass on your comments, Perfect Care.


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Review from C F (Granddaughter of Client) published on 30 April 2024
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Nana tells me about how nice some of the staff are that visit her and take care of her which is lovely to hear. Feedback has been provided as sometimes the staff find it difficult to cook certain meals but on the whole she is generally pleased with the service.

Reply from Carol jackson, Engagement Manager at Perfect Care - Durham

Hi. Thank you so much for your review. We do take all comments and feedback seriously and address them and we have therefore passed this to the Registered Manager. Thank you.


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Review from Carolyn T (Daughter of Client) published on 19 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Carers call on a weekend to check Dad has taken tablets and help with meals. Carers have all been very nice with Dad and it’s peace of mind for me when I’m not around to know that he is being checked up on and won’t miss his medication. I find the app very useful showing the scheduled time of visit
and a summary of what’s been done.

Reply from Carol jackson, Engagement Manager at Perfect Care - Durham

Thank you for your lovely review. Our carers do make a difference to not just our service users but to their families too. We have a fantastic team. Thank you


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Review from Louise E (Daughter of Client) published on 27 February 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Perfect Care was amazing with my mam. The manager was amazing - couldn’t fault them. They were always on time and saw to her every need. She really enjoyed the company, and they were so pleasant and supportive and were great at keeping me informed.

Reply from Carol jackson, Engagement Manager at Perfect Care - Durham

Thank you so much for your lovely review. We are delighted you have had a good experience. We take pride in ensuring this. Thank you.


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Review from Paul M (Son of Client) published on 22 February 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We contacted Perfect Care as my mother was finding it difficult to manage in her own home. The case manager came out and my mother was involved in her own care plan and this was person-centred to her. We were provided with all the information required. The care started and my mother has never been happier.
The carers are wonderful and always respect her choices and decisions. If it was not for the Perfect Care staff, my mother would not have managed in her own home. She looks forward to the carers coming and knows them all by name. My mother is a private paying client, and for the service she receives, we would definitely be happy to pay more. The office staff are always ready to help if we need to make changes to the call times and nothing is too much trouble for them. We, as a family can rest and not worry if my mother is receiving her care needs as we know she has the best carers from a great company. Keep up the good work Perfect Care, you are all worth your weight in gold.

Reply from Carol jackson, Marketing Manager at Perfect Care - Durham

Thank you so much for your wonderful review. We are delighted you are experiencing our fantastic service. We have an amazing team and we are so proud of them. Thank you Perfect Care


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Review from M R (Granddaughter of Client) published on 22 February 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My grandad has been receiving care since January 2023 and this has greatly benefited both himself and his family. Allowing the family to be able to spend quality time with him and providing my grandad with social interaction and support within his home. Without the great care workers my grandad would
not be able to remain at home which is the most important factor to both family and my grandad at this time in his life. He looks forward to the visits from his care staff. The care workers have time to spend with the clients and get to know what makes them tick. The office staff offer flexibility when needed and if there are any issues they are resolved quickly and communication between the office and myself is brilliant. I cannot fault the care staff or office staff - overall service is brilliant.

Reply from Carol jackson, Engagement Manager at Perfect Care - Durham

Hi. Thank you so much for your lovely review. It's great to hear that you are experiencing this service. Thank you so much Perfect Care


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Review from S M (Client) published on 14 February 2024
Submitted via Website • Report

Overall Experience  Overall Experience 3.0 out of 5

Having been with perfect care for 8 years, were it not for my carers I would have left long ago. The most concerning issue is communication between office and client. Their attitude is their way or no way. Showing no respect or understanding of the issues I face, Having complex needs, and sending any
carer irrespective of their experience or training. Having questioned this the office just expects me to just go along with whoever they send. This is in my opinion is a safeguarding issue. That said the carers who regularly attend to my needs are excellent. But in my opinion, do not have enough training for complex needs. The carers are often late through no fault of their own. The office rarely lets you know if they are going to be late which is no good when you have hospital appointments to attend. The carers are often very tired and stressed when they arrive, due to being sent from one end of town to the other with no travel time between calls.

Reply from Carol jackson, Marketing Manager at Perfect Care - Durham

Thank you for your review. I have spoken with the manager at the office and I know there have been a number of phone calls between you and I know she has adjusted a lot of things to try to accommodate your wishes. Whilst we endeavour to give the best service possible we sometimes struggle due to staff sickness and unforeseen circumstances but we have a lovely team of carers and it's good to hear that you like them. A member of our office staff will be arranging a meeting with you this week to discuss any further issues. Thank you.


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Review from S D (Daughter of Client) published on 17 January 2024
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

I can't fault the carers here at all. The majority of them know exactly what they are doing. There was only one who was clueless. They are friendly and cheerful. Considering my mam didn't want carers and locked them out, until I got a thumb lock, rendering leaving her key in the lock useless - to her
looking forward to their visits. The only issue I'd have with this company is the fact they have the carers run ragged. Whoever devises the rotas has no idea of the areas the carers work. For example, they'll have them at opposite ends of the town, then have them double back on themselves to go to the town centre. Logistically the office staff are hopeless. I feel for the carers as they don't get to stay full-time as they know it's going to take them ten minutes to get to their next service user. Overall I'd recommend the company, purely due to the carers.

Reply from Kelly-ann Urwin, Manager at Perfect Care - Durham

Thank you so much for your review. All feedback is taken seriously and therefore we would really like the chance to discuss this further with you.


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Review from H I (Daughter of Client) published on 16 February 2023
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

The office staff have no clue about the needs of their clients.
In fact, it is more about the client fitting into their schedule rather than them helping your loved one maintain their best life at home.
They don't listen to what you tell them and absolutely hate being given any criticism.
Many of
the staff are not trained properly and also seem run off their feet with ridiculous schedules of timings and places to be which they cannot possibly meet as they get no travel time. They don't even have the courtesy to tell you when they hand the care package back, that's how unprofessional they are.
Clearly, people who expect a good level of service and don't receive it, are seen as troublemakers and easy to be rid of because there are so many people out there looking for help at the moment. Apparently an inadequate service is better than no service at all is their mantra.

Reply from Kelly-ann Urwin, Manager at Perfect Care - Durham

Thank you for taking the time to submit your review. We, of course, take comments like this very seriously. We are aware of your complaint and are addressing the issues that have arisen in such a difficult time in the care industry.


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Current Review Score: 9.4 (9.445)

Overview of Review Score

The Review Score of 9.4 (9.445) out of 10 for Perfect Care - Durham is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.4 out of 5 from 19 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 15 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 4.445 for Perfect Care - Durham is calculated as follows: ( (74 Excellents x 5) + (16 Goods x 4) + (16 Satisfactorys x 3) + (3 Poors x 2) + (1 Very Poors x 1) ) ÷ 110 Ratings = 4.445

  • 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 Perfect Care - Durham is based on 15 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: 29 Jul 2021

Overall
Good

  • Caring

    Good

  • 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 (0)

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Meet the Team (2)

Laura

Laura Holmes

Job Title: Operations Manager

Laura, a dedicated member of the Perfect Care family for over 12 years, has worn various hats during her tenure. These diverse roles have allowed her to cultivate extensive knowledge of the care industry. Laura’s journey has been marked by building meaningful relationships with service users, fellow carers, and office teams. Additionally, she has gained valuable insights and experience through community engagement and collaboration with local authorities.


Currently, Laura holds the position of Operations Manager for Perfect Care Durham and Gateshead. Her wealth of experience and knowledge is an invaluable asset, which she leverages daily to provide unwavering support to all teams and effectively manage these two large areas.


Kelly

Kelly Urwin

Job Title: Registered Manager

Joined: 2016

Kelly, our dedicated Registered Manager, has been an indispensable member of the Perfect Care Team for over 8 years and became Registered Manager in 2018. Her exceptional leadership extends to managing both our office team and more than 100 carers in the Durham Area.


Kelly consistently goes above and beyond, embodying a caring and helpful approach toward our service users and fellow carers. Her extensive knowledge of the care industry allows her to provide valuable advice and effective problem-solving skills. Kelly’s commitment is unwavering, making her an invaluable asset to our team


Frequently Asked Questions about Perfect Care - Durham

What Type of Services does Perfect Care - Durham offer?

Perfect Care - Durham offers Home Care.

How many Carers does Perfect Care - Durham employ?

Perfect Care - Durham employs 120 carers.

Information on this page is displayed without responsibility for its accuracy on the part of homecare.co.uk. Please contact Perfect Care - Durham to verify any information. View our terms and conditions. Perfect Care - Durham has a Platinum Service – more info.