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 101-120
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 Sue A (Daughter of Client) published on 30 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Having had a fall and an illness which lead to a stay in hospital, my Mum needed help when she returned home. A friend recommended Home Instead. After an initial phone call, the Director met me at Mum’s house to carry out a full assessment of her needs. She was both professional, caring and receptive
to our requirements. Care started within a few days. The carers are excellent. Mum loves them. Not only do they care for her but have become great companions. Their care has helped my Mum both physically and mentally. I would highly recommend this company.

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

This is lovely feedback, thank you. Your parents are an extraordinary couple and caring for them provides enormous job satisfaction to the CAREGivers who support them. We recognise how important their independence is and enjoy providing support to your Mum in a way that supports this.


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Review from Tracey B (Daughter of Client) published on 30 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum receives one hour of care each morning. The care is tailored to her individual needs, and there is excellent continuity of carers, so she has become very comfortable with them and more or less sees them as friends.
The company have exceeded our expectations. Thank you.

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

Thank you for your review. We are so pleased your mum is enjoying the company of her caregivers and the support provided.


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Review from Laura S (Daughter-in-law of Client) published on 30 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead have transformed my mother in law’s life and made it possible for her to stay at home. Being able to have care for an hour at a time and regular ladies has been so much better than many different people running in and out for a few minutes at a time. Nothing is too much trouble for her
carers and she feels safe and happy with them. They are very friendly to all of the family if we pop in while they are there and have become part of the family. My mother in law had several falls recently and they have been so good staying until they are sure she is safe and well. They make sure she has eaten and leave her drinks to make sure she is not dehydrated. She is also pleased to have a daily shower and her hair put in rollers. I must also mention the team in the office. They are so friendly and efficient and no query is too much for them. My mother in law also attends weekly exercise classes run by Home Instead which she finds help her mobility and are great fun.

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

Having previously supported your mum, we were delighted that you chose us again to help your mother-in-law. Thank you for doing so and also for your wonderful review here. Prior to the COVID pandemic, we loved seeing your mother-in-law at our weekly 'Love to Move' exercise class followed by tea, cake and conversation and will look forward to seeing her there again when life returns to normal. In the meantime, we will continue to work hard to keep making life at home comfortable and enjoyable.


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Review from Alex (Daughter of Client) published on 30 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I am really impressed with Home Instead who have recently started supporting my elderly father. They offer a highly professional service. The co-ordinator and caregivers are warm, caring, and knowledgeable. They just seem to know what he needs!

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

Thank you for your review. We are so pleased you gave us an opportunity to support your Dad after he hadn't been happy with his previous provider and look forward to seeing an ongoing improvement in his health and wellbeing.


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Review from Patrick O (Son of Client) published on 30 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead have transformed my father's care. Because of them, the family feels he is now a much happier and contented person. What's more, his health has stabilized. Home Instead's care during the pandemic has been excellent. They have kept us informed and updated on the actions they are taking to
keep Dad safe and provided additional visits while the family is not able to.

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

Thank you for your review. We will have been supporting your dad for three years in June and I can hardly believe it. During that time, we have seen his needs change and have really enjoyed working together with your family to find the best combination of support for him and being flexible where necessary. Your dad is well known in our office for being a real character and we enjoy our conversations over the phone with him and were delighted when he joined us at the Home Instead carol service this year.


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Review from Paul (Son of Client) published on 30 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead started providing home care for my elderly father with dementia since December, and we have been delighted by the quality of the care he has received. One thing that stood out from the outset was that Home Instead were able to fulfil the care with a small number of carers, which was a really
key factor for us - other providers we talked to were unable to commit to a pool size less than twenty. My father has built a rapport with all the carers and genuinely looks forward to them coming - fantastic considering he was so resistant to the idea of home care initially. I've also been really impressed with the flexibility Home Instead have shown - in particular plugging a shopping gap recently when my father's usual shopping delivery service cancelled regular orders and also working collaboratively with us to find a solution to sharing care journal entries remotely.

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

Thank you for your review and also choosing us to provide care for your father. There was quite a bit to do with him when we started to support him and, together with you, we have made strides forward in improving his health and wellbeing. When we began supporting him, you set us a 'stretch target' to persuade your father to go out of the house and, on one occasion, before lockdown, a CAREGiver was able to persuade him to go out to the barber. Once the restrictions are lifted, we will try to further build on this if this is appropriate at that time. We've also been pleased to help you connect with him recently over a video call which I gather has been a successful addition to some support visits.


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Review from Gill S (Daughter of Client) published on 30 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been extremely happy with here carers. They carry out everything they do to a high standard and provide companionship at the same time. They turn up punctually when expected and she has never been let her down. There has been some turnover of staff, but whenever her carers have changed,
she has been introduced to the new carers by somebody from the team that she knows. It was difficult persuading my mother that it would be a good idea to have help, but it has been a very positive experience for her, and she now looks forward to their visits.

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

Your kind comments are greatly appreciated. Thank you. It has been a pleasure supporting your mum for almost four years. Throughout this time, she has been able to continue to be really independent and lets the CAREGivers know what she would like done on each visit, so we very much work as a team with her.


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Review from S E (Daughter of Client) published on 30 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The organisation is very professional in their approach to all aspects of their role, this includes the care being given, the office staff, communications and support and assistance.
The caregivers outstanding, reliable, caring and they have taken the time to get to know their client well. It is
normally the same caregivers attending and therefore they get to know their clients and their needs well.
I have been particularly impressed with their handling of the Covid-19 situation not only on the extra health considerations for the clients and their families and their own staff but also on the extra thought given to and services offered for example helping their clients be able to communicate with their loved ones via mediums that they may not be familiar with. The extra safety measures required were put into place immediately and many aspects were in place ahead of the general public guidance recommendations. I would have no hesitation in recommending them as a care provider.

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

Thank you for taking the time to review us and for your comments, particularly about our recent and ongoing handling of care in relation to COVID-19. It has been a rapidly changing situation and we have worked hard to be as proactive as possible, as we know how important this is.


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Review from Tracey M (Client) published on 29 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum has been looked after by Home Instead carers for nearly five years and has always been very happy with the team. She tells me they are a part of her family - which they are to me also. Mum's frailty has increased over time and Home Instead has always been there to increase support as needed -
from companionship and a spot of shopping to daily cooking, household chores and personal care. Earlier this year, Mum was found on the floor by one of her carers and was then hospitalised at a time when I was also very unwell. It was Home Instead who managed everything for us both - from organising 48-hour constant care one weekend in the space of an hour - to helping provide support to Mum getting into the hospital, maintaining daily visits and helping with her discharge. Everyone was incredible and we will remain forever grateful for their support. Now with COVID-19 upon all of us, the team has once more risen to the challenge. I know Mum is entirely safe with her Home Instead family.

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

Thank you so much for your lovely review. It has been a pleasure to work with you to support your mum during the last few years and also to see the wonderful relationships she has developed with her CAREGivers during this time.


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Review from L M (Client) assisted by family/friend published on 9 April 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very helpful; always willing to talk through any queries. The helper is always cheerful.

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Review from K L (Daughter of Client) published on 16 March 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

As a family, we have found Home Instead to be efficient, reliable and caring in all aspects. They introduce new carers with a team member overseeing tasks to be completed. Every member of staff was friendly and kept us informed at all times. On two emergency occasions, the whole team and carers alike
pulled together to give full support for which I will always be thankful. All carers were so friendly and caring and our client books completed in full detail.

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Review from A C (Daughter of Client) published on 13 February 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Throughout the time was receiving care from Home Instead, the level was good to excellent. Overall, very caring and efficient.

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Review from Jackie M (Daughter of Client) published on 13 February 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I am thrilled with the professional and caring service.
The carers have been sympathetic and understanding to my father's needs. Treating him with dignity and respect at all times.

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Review from O H (Client) published on 4 February 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

When I turned 90 years old with no relations and few friends left, I decided to look for some extra help. I saw an advert for Home Instead and gave them a call and nearly 4 years later I am still with them.
I have had excellent care from everyone - carers and staff! If anyone finds themselves in my
situation I would strongly advise them to pick up the phone and call Home Instead!

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

Thank you for your lovely review. I can't believe it has been four years since we first met you. During that time it has been a pleasure to give you a little extra help. We look forward to continuing being part of your life.


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Review from Kristine P (Daughter of Client) published on 21 October 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I would like to thank the team at Home Instead (Bromley) who looked after my mother following a hip replacement operation. Home Instead stepped in when another care provider dropped out at the last minute (on the day of the operation) and provide pragmatic solutions. For the six weeks my mother received
care from the team, all the carers were punctual and took extremely good care of my mother, which included helping her to wash and dress. My mother will require a second hip operation next year and I will have no hesitation in contacting Home Instead to provide care following this. With special thanks to the carers you were all super, and to the two ladies for putting the care package together so quickly.

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

Thank you for taking time to review us. We pride ourselves on being responsive and love to help clients find solutions to any difficulties they may be experiencing, so we were delighted that you invited us to step in after you had been badly let down. We really enjoyed supporting your mother whilst also enabling her to retain as much independence as possible to ensure a speedy and successful recovery following her hip operation. Thank you for recommending us and we look forward to supporting your mother again following her second hip operation next year. In the meantime, we hope to see her at the Home Instead carol service later this year. We'll be in touch with details.


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Review from Anthony H (Husband of Client) published on 2 August 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

As you can see from our responses we are very happy with our relationship with Home Instead and their team we have caring for us.

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

Thank you for taking the time to review our services. Supporting you both is an absolute pleasure and we are delighted you benefit so much from our visits. We also love welcoming you to our Love to Move (cognitive enhancement) sessions every Monday which are made all the more fun for having you there.


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Review from Vivien D (Client) published on 5 July 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We have in the office of Home Instead an excellent member who will choose suitable people to train as carers and they are right for the person they go to. We listen to problems and try to help them with advice. One big happy family.

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Review from Rebecca C (Daughter of Client) published on 18 June 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I feel my mother is in very good hands.
She has a regular team of carers that have built a good rapport with her and the family.
An excellent holistic approach and high standards of care.

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Review from Charles D (Son of Client) published on 3 June 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent, professional, friendly service consistency of staffing has been excellent - carers get to know Mum very well and vice versa.

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Review from Peter W (Son of Client) published on 3 June 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The Home Instead team provide care/companionship for my Mum who is 86, lives on her own and is in the early stages of dementia. We have a carer going in for an hour a day Mon-Fri (soon to also include Sunday) at lunchtime. They ensure Mum has lunch, perform some housework tasks and sit and chat over
a cup of tea. In addition the Home Instead team have taken Mum to GP and Dentist appointments when necessary. The carers are friendly and Mum enjoys their visits. The office staff are very helpful, the charges are reasonable and the billing process is clear and convenient.

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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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