Home Instead Bromley, Chislehurst & Orpington

76 Croydon Road, Coney Hall Village, West Wickham BR4 9HY
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10 123 Reviews
  • Home Instead Bromley, Chislehurst & Orpington, West Wickham
As of June 2024, the company is the only CQC rated 'Outstanding' home care agency located in the borough of Bromley (rating achieved in March 2018). The team provides care at home, both hourly homecare and live in care, to elderly people in Bromley, Chislehurst, Orpington, West Wickham, Beckenham and surrounding areas.

Home care services include companionship care, medication support, personal care, home help, dementia care, meal preparation, support with shopping and errands, palliative care, respite care, nail care and live in care.

A family run business with a long-held reputation for providing high quality care, the company employs kind and caring staff and trains them to incredibly high standards. They have won many awards and industry accolades, but the best job satisfaction comes from supporting clients to remain in their own homes as they have always wished.

As well as the outstanding homecare the team provide to clients, as reviews on this website show, the company is well known for the high levels of kindness, help and empathy that it shows to clients' families which is greatly appreciated at what can be a difficult time for them.

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Care Provided by Home Instead Bromley, Chislehurst & Orpington

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • Cleaning Service
  • Companionship
  • Dementia
  • Domestic Services / Home Help
  • Learning Disability
  • Older Person Care
  • Physical Disability
  • Sensory Impairment
  • Other Care Provided
  • Adult Home Care (18+)

Good to Know

  • Person in charge
  • Sarah Larden (Registered Manager)

Funding & Fees Guide for Home Instead Bromley, Chislehurst & Orpington

  • Prices

  • Available on request

Home Instead Bromley, Chislehurst & Orpington Reviews (123)

Total of 123, showing 21-40
10

Home Instead Bromley, Chislehurst & Orpington has a Review Score of 10 (9.964) out of 10, based on 70 reviews in the last 2 years. Over all time Home Instead Bromley, Chislehurst & Orpington has 123 reviews.

Overall Experience

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Review from Joan B (Client) published on 31 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I find both of my helpers friendly, willing to do anything I need and regard them as new friends.

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

We are so lucky to have such lovely care professionals who are able to form warm but professional relationships with our clients and I'm so pleased that their visits give you the practical support that helps you to live so independently as well as providing you with engaging social interaction. Thank you for your 5* review.


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Review from Paul S (Son of Client) published on 31 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead have been caring for my 94-year-old mother for four years now and have been nothing but excellent in their professionalism, communication and service. The carers are very kind and caring. I would have no hesitation in recommending this company to anyone.

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

Thank you so much for your lovely review. We love it when clients who we have supported for a number of years provide 5* reviews which recognise that despite the passage of time we have maintained our high standards, consistently exceeded clients' expectations and remain worthy of recommendation. We have some care professional team meetings coming up and I will share your feedback with all involved in your mother's care. Thank you.


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Review from A M (Client) published on 31 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

This has been a great help to me especially in the evening when dealing with my meal and dealing with changing my bedclothes. It has also been nice to have a conversation when I have probably not spoken to anyone all day and have been on my own.

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

Thank you for your 5* review. I love the thought of our care professionals offering you a lovely evening meal, ensuring you have all you need at the end of the day and sharing conversation with you and alleviating any loneliness of the day. I know how much they enjoy the time they spend with you too.


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Review from Fiona H (Daughter of Client) published on 31 May 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead have supported my mum for several years on a regular basis.
For my Mum it has given her lovely company and great support and allowed my sister to know, she is always so well cared for. My Mum always looks forward to their visits.
Home Instead are always professional and communicate with
us at all times, as and when needed. Many thanks.

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

Thank you for your five-star review. It's always lovely when clients who have been with us for many years are still so happy with the services we provide. Over the six years we have provided care and support to your mum we have really enjoyed her company and giving you peace of mind.


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Review from Emma H (Friend of Client) published on 31 May 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I met with 3 different care companies and Home Instead was a clear choice for my friend. First of all both my friend and I find every member of staff kind and easy to talk to. They are easy to communicate with and flexible if I need extra help sometimes. They are always on time and carry out set tasks
including spending time chatting with my friend which is so important to us. I cannot speak more highly of the Home Instead team, they have mastered the balance of professionalism and making it feel like a friend has come to visit perfectly.

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

Thank you so much for taking the time to review our services. It's really important to think carefully about the best provider for somebody you care about and it's great to know that you chose us having met with two other providers. It's also lovely to hear that we made the decision easy for you and that we have consistently delivered on our promises. It's great working alongside you to ensure that the care runs smoothly.


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Review from J W (Daughter-in-law of Client) published on 31 May 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We have been using Home Instead Bromley, Chislehurst and Orpington since approx August last year.
We find all the staff to be very caring and attentive, the care given by the on-site carers cannot be faulted, we have built a very good relationship with all of them, they have become almost like friends.
They are always on time if, on the odd occasion, there is a delay due to traffic they let us know immediately. All of the staff are trained to a very high standard such that we have complete trust in them.
The office staff are extremely helpful and reply to any questions in a timely manner.
Overall I would rate them as excellent, we cannot find anything negative to say.
I would highly recommend them to anyone who was looking for a home care service for themselves or a relative.

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

What a lovely review. Thank you. We are so fortunate at Home Instead Bromley, Chislehurst & Orpington that the whole team are so kind, thoughtful and dedicated to providing the best service possible to our clients. We identify these shared values through a robust recruitment process and then combine these with excellent training to ensure that our care professionals can take pride in their work and make a meaningful difference in the lives of our clients and their family members. Each client has a dedicated Client Service Manager who will do everything possible to support ensure the smooth running of each care package. Thank you for recommending us.


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Review from A J (Daughter of Client) published on 31 May 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Super impressed with the service. The carers allocated to my mum are perfect. They are punctual and do a great job, not only on the caring activities but also jobs around the house like bed changing, getting the washing on or hanging it out to dry etc. Mum has settled well with them and it has really
helped me out knowing that she is well looked after and happy.

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

We so appreciate you taking the time to provide this 5 star review and also for your lovely comments. We always do our best to match our clients and care professionals based on values, interests and personality and we are so pleased that your mum's care professionals are perfect for her. When supporting older people to remain independent and to relieve the pressures of family members, outstanding care usually extends beyond personal care activities and extends into other areas (as agreed in each client's care plan) and it's great to know that our care professionals have been proactive in supporting your mum with other aspects of daily life which has enabled her to retain her independence and provide you with peace of mind.


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Review from J S (Daughter of Client) published on 31 May 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum has been lucky enough to have long relationships with the team of care professionals from Home Instead. One of the team has looked after her for more than 8 years. These relationships and the care that she receives from Home Instead are crucial in her life. Her carers keep her sense of self alive,
they bring her fun and happiness and they look after her physical needs and provide safety. Their support is vital to her.

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

Thank you for your lovely reflections about the care provided to your mum over the last 8 years or so. It has been incredible supporting your mum for so long, and we love seeing her at the various events we have run over the years - she always brings her sense of fun with her! As you say, as important as supporting physical needs and providing safety, a client's sense of self and ability to have fun and be happy as they age is also essential for wellbeing. I'm delighted that the team, including the care professional who has supported her for the last 8 years, have been able to enhance your mum's life in this way, as she has theirs.


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Review from M A (Client) published on 31 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been agreeably surprised by the help I have received. Always a smile, my helpers have become friends. Somewhat scared at the thought of sharing intimate details of my life with a stranger, the feeling soon passed. I now look forward to seeing them and miss them when they change or cannot make
it. But everyone has been friendly and helpful. Moreover, they are always on time which in itself is good to know. The staff in the office are always there to help. Thank you Home Instead.

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

Thank you for your kind words and 5* review. It can be daunting when you are considering getting support from a care company and I am really pleased that despite your understandable reservations you have quickly got to know and like your care professionals. Thank you for recognising the team's kindness, excellent time keeping and the supportive office team.


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Review from S M (Son of Client) published on 31 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My dealings with this company have always been a joy. From the first call to book the initial assessment of my father's needs. The carers and the lady in accounts, every single one of the staff have been thoughtful, kind, polite and efficient. I understand they are in the care industry but they genuinely
care about their work and the service they provide.

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

Thank you for your lovely review recognising the excellent contribution of each member of our team to delivering an outstanding service to our clients and your dad in particular. I will pass your feedback on to the team at our daily meeting and I know it will be greatly appreciated.


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Review from S J (Daughter of Client) published on 30 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The care provided for my parents by Home Instead has been excellent. They feel supported and so do I. The management have been flexible, putting in extra sessions as needed and the carers excellent.
My parents feel a real bond with their carers who, they are delighted to see, treat their home as carefully
as they would their own. They go out of their way to accommodate their needs and wishes and frequently above and beyond what is necessary.
Very satisfied!

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

Thank you for your lovely review. It's lovely to hear that your parents look forward to seeing their care professionals and I am so pleased that you also feel supported. We understand the challenges of supporting parents as they age and it's really important to us that we form wonderful, supportive relationships with family members too at what can be an uncertain time. I'm also really pleased to hear that you have been able to take advantage of the flexible homecare service we offer which makes receiving care at home so convenient. Thanks again.


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Review from H D (Client) published on 24 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been a client of Home Instead for 2 years. I have always been impressed with their work.

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

Thank you for your lovely review. I can't quite believe we have been supporting you for 2 years, time has flown by and, during that time, it has been amazing to see what an incredible impact your care professionals have had on your life and general well-being. I am so pleased that you feel that way too.


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Review from Ann L (Client) published on 24 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

From my experience, all the ladies that come to visit me are professional and friendly. I always enjoy their visits.

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

It's lovely to know that you enjoy the visits from your team of care professionals and that you find them to be professional and friendly. I will pass your feedback on to the team. It will mean so much to them.


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

Overall Experience  Overall Experience 5.0 out of 5

The professional care given continues to give a very high level of care in cleansing my body, activating my mind and encouraging me to be a better person than I can be despite aches and pains and skin eruptions. When needed district nurses and doctors are approached. I still wish to be mobile and active
but mostly content to be driven around by my caring, loving and professional caregiver.

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

Thank you for your lovely review. Supporting you gives the team great pleasure as does knowing that they are doing all they can to support you to remain as independent as possible despite your changing physical condition. It's great to know that we have been able to help you get appropriate medical support when required too. As the only CQC-rated outstanding home care provider in the borough, one of the categories we were rated outstanding for was "caring" and it is lovely that your review speaks so warmly about your care professionals who are all so thoughtful and kind.


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Review from J W (Daughter of Client) published on 24 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother is very happy with the service, enjoys talking to them, pleased to go for a walk with their help.

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

Thank you for taking the time to provide this wonderful review of our services. I am so pleased that you and your mother are so happy with the service. The company, regular exercise and accessing the local community are all so important to the overall well-being and prolonged physical health of all of us, but particularly for our older clients receiving care at home who really appreciate the extra confidence they have when accompanied by our wonderful care professionals.


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Review from C T (Husband of Client) published on 15 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very pleased with our experience so far with the service given and with the quality of all the staff/ management involved. In particular, the friendly and jovial relationship they have developed with my wife is very pleasing to see. She in fact actually looks forward to the visits and regularly
tells me how nice all the carers are which given her strongly independent character is not necessarily what I expected before we started with the service. Above all, I have formed the impression that the staff/management genuinely like my wife and care about her plight which gives me a great deal of comfort.

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

Thank you for your kind review. I know you spent some time making sure you had found the very best care provider to meet your wife's needs, including taking advice from your local GP surgery and memory clinic staff and I'm delighted that the care is working out so well for you both. It's lovely that you have been so pleased with the staff/management and that your wife is already building strong relationships with her small team of care professionals who have been carefully matched to your wife's personality and her needs. We do genuinely care about all of our clients and will do whatever we can to try to provide the very best support possible.


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Review from M P (Client) published on 15 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent care. Most considerate and helpful with showering, dressing and tidying the kitchen.

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

Thank you so much for your 5-star review of our services. I can't believe we have been supporting you for just over a year now, time has gone so quickly and we are so pleased to hear you are so happy with the support provided. I will pass this feedback onto the team.


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Review from C B (Daughter of Client) published on 14 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead have provided my mum with such a great service that suits her completely. She seems happier and I am much more relaxed knowing my mum is in good hands. Thank you!

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

I am so pleased to hear that your mum is happier and you feel more relaxed, since Home Instead care professionals have been providing care. Thank you so much for providing such a lovely review.


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Review from P J (Wife of Client) published on 7 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The carers are excellent, very friednly, helpful and hardworking, They have a good rapport with my husband. They are willing to do any jobs I ask of them. They are good company and start our day off well. Although we see several carers over a week, they are all very considerate of our feelings.

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

Thank you for your lovely review. I am so pleased that you find your small team of three care professionals to be so brilliant and it is lovely that they get you both off to a great start every day.


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Review from P O (Husband of Client) published on 1 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We have used Home Instead for some years and during that time, we have had nothing but caring, professional, reliable support for which we are extremely grateful.

Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

Thank you for your lovely review. It is hard to believe but we have been providing homecare to your wife for 6 years. We work hard to ensure we always meet our clients' high standards and so it is wonderful to know that throughout the entire time we have cared for your wife at home, our team has consistently provided excellent care. Thank you.


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Current Review Score: 10.0 (9.964)

Overview of Review Score

The Review Score of 10 (9.964) out of 10 for Home Instead Bromley, Chislehurst & Orpington is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 5.0 out of 5 from 70 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 70 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 4.964 for Home Instead Bromley, Chislehurst & Orpington is calculated as follows: ( (405 Excellents x 5) + (15 Goods x 4) ) ÷ 420 Ratings = 4.964

  • 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 Bromley, Chislehurst & Orpington is based on 70 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: 3 Mar 2018

Overall
Outstanding

  • Caring

    Outstanding

  • 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 (12)

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Meet the Team (3)

Sarah

Sarah

Job Title: Care Manager

Joined: 2013

Hello, I’m Sarah and I am the Care Manager here at Home Instead Bromley. I am responsible for ensuring that Home Instead provides a high quality, personalised service and that we adhere to all legislative and regulatory requirements.
My role involves a lot of contact with clients, liaising with their families, writing care plans, doing risk assessments and scheduling visits. I also oversee the majority of Care Professionals training, introductions to clients, supervisions and appraisals which means I can ensure that all Care Professionals are motivated and dedicated and have the tools they need to provide the best service possible to our clients.


Laura

Laura

Job Title: Scheduling Manager

Joined: 2018

Hi, I'm Laura and I am responsible for coordinating the care services we provide to ensure that our clients receive continuity of care. It is important that each and every one of our clients have the consistency we promise and that it is delivered by our carefully matched Care Professionals.


Gill

Gill

Job Title: Administrator/CAREGiver

Joined: 2016

Hi, I'm Gill and I am responsible for providing administrative support for the care management team and assisting the care co-ordinator in ensuring we deliver continuity of care to clients.


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