Home Instead (Eastbourne & Hailsham)

Unit E, Dittons Business Park, Dittons Road, Polegate, Eastbourne BN26 6HY
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9.7 60 Reviews
  • Home Instead (Eastbourne & Hailsham), Eastbourne
Rated as 'Outstanding' by the Care Quality Commission (December 2017), Home Instead Eastbourne Office provides compassionate non-medical care to the main towns of Eastbourne, Polegate, Hailsham and the surrounding areas.

The model of care followed is fully bespoke and tailored to each individual client's needs. Experienced Care Professionals are matched with clients based on common interests. The same Care Professionals visit at the same times to maintain consistency which enables a relationship based on trust to develop.

All care visits are for a minimum of one hour. This allows the service to be flexible to the daily changing needs of the clients and means that much more varied and stimulating activities are possible, either within their own home or by going out into the local community.

Activities can vary from assistance with shopping trips, companionship, escorting to appointments or social engagements, as well as home help, meal preparation, personal care and support with medication.

Home Instead Eastbourne’s office can support people with complex conditions and has a particular expertise in supporting people living with dementia. A unique City and Guilds accredited dementia training programme underpins this practical experience and also enhances the professional knowledge of the caregiving team.

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Care Provided by Home Instead (Eastbourne & Hailsham)

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • Cleaning Service
  • Companionship
  • Dementia
  • Domestic Services / Home Help
  • Food Preparation & Serving
  • High Dependency Care, two carers attending
  • Laundry Service
  • Learning Disability
  • Medication Assistance
  • Mental Health Condition
  • Older Person Care
  • Palliative Care
  • Personal Hygiene Care
  • Physical Disability
  • Respite cover
  • Sensory Impairment
  • Shopping Service / Errands
  • Sit in Service
  • Transportation Service
  • Other Care Provided
  • 24 Hour Care
  • Adult Home Care (18+)
  • Hospital Discharge
  • Personal Care (on a contracted hours basis)
  • Personal Care Assessments
  • Risk Assessments in the Home

Good to Know

  • Person in charge
  • Ian Cottrell (Managing Director)

Funding & Fees Guide for Home Instead (Eastbourne & Hailsham)

  • Prices

  • Available on request

Home Instead (Eastbourne & Hailsham) Reviews (60)

Total of 60, showing 21-40
9.7

Home Instead (Eastbourne & Hailsham) has a Review Score of 9.7 (9.676) out of 10, based on 7 reviews in the last 2 years. Over all time Home Instead (Eastbourne & Hailsham) has 60 reviews.

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

Overall Experience  Overall Experience 5.0 out of 5

Home Instead was highly recommended to me by a friend, whose mother and aunt had been wonderfully cared for in another area. I needed to put urgent care in place for my aunt, who has dementia, following the unexpected death of my uncle. As my sister and I, her closest relatives, live a considerable
distance away, it was very important to me to find a reliable agency with high standards of care. Home Instead have exceeded my expectations. The manager conducted an assessment within 24 hours of my call and, although they couldn't fully staff my aunt's requirements immediately, they ensured that she had at least one visit daily until the full quota of care could be provided. 8 months on, my aunt is delighted with the care she receives - a great achievement requiring much patience!! I am greatly reassured by the professionalism of the whole team and the regular communication with me by the manager when there is need. On every level the service has been outstanding.

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Review from C W (Client) published on 14 February 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I love my carers coming in.
They really look after me, and they really care.

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Review from M G (Client) published on 14 February 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I look forward to my caregivers visits so much. They are my close friends, they help me practically, and I feel so much better after they have been.
Thank you for matching me up with such lovely people. I tell everyone about you.

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

Overall Experience  Overall Experience 5.0 out of 5

My mother is stubborn and anti-social so I dreaded bringing in carers but she absolutely loves all of them. I know exactly what they do because they write it down and the boss reviews her needs, with me present, every few months. I think what distinguishes all the carers is how good they are with old
people and how respectful they are. Home Instead is quite expensive but I prefer to think that the carers are being paid properly.

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Review from Debbie P (Daughter of Client) published on 5 February 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I only wish I could have three such feisty, competent and organised ladies help run my life as the three Home Instead carers that help my 87-year-old dad. Living in Cornwall, 300 miles away from Dad in Hailsham, and sometimes working at sea, it has been a real comfort and lifesaver for me to know that
by the time I find there has been a problem or a crisis with Dad, it is usually solved by the 'three musketeers' from Home Instead. In the last 6 months, they have hugely helped Dad gain weight, saved him from getting suicidal by sorting him back on the right depression medication and dealt with the paperwork after Dad had a minor car accident. Thanks to their practical support in preserving his freedom, he has not lost his no claims bonus or his pride in driving - even if he might not buy another car just yet. Dad now thinks more for himself than he did when his wife was caring for him. When she died I never thought he would cope at home, but with Home Instead's help he has.

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Review from J P (Daughter of Client) published on 20 June 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum was diagnosed with Alzheimer's in January 2019, eventually, in April she agreed (reluctantly) to have some outside help, as her needs were greater than I could manage on my own. We met with the manager, who both my Mum and I took to immediately, and a 1 hour a day package was put in place.
Following a series of falls, care very quickly had to increase to 3 hours a day, as my Mum's condition has deteriorated. What started out as a little light housework and companionship very quickly became much more, involving a greater level of personal care. Nothing is too much trouble for these guys. From the manager to the office team to the carers themselves - they are all really lovely. My Mum is currently in a care home, should she stay in there, I know she will miss her daily chats with these lovely ladies! I'll miss talking to them all too - they really take the time to get to know not only their Clients but the family they are dealing with too. Highly recommend!.

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Review from Lindsey P (Daughter of Client) published on 26 March 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot recommend Home Instead highly enough. All the caregivers and managers are kind, friendly and professional. They all seem to genuinely enjoy what they do. They make my Mum’s day when they visit her and take her on trips to cafes, parks and the seafront. There is good communication with the family
and the management carry out regular reviews. Nothing is ever too much trouble and they are always very accommodating and flexible.

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Review from Sharon M (Daughter of Client) published on 11 March 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead have looked after my father who has Parkinson's for the last couple of years. All of the carers that have looked after dad have done so with complete understanding, respect and consideration. It was a difficult transition for my mum to have people in their home but she was supported throughout
by the whole team.

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Review from Rose N (Daughter of Client) assisted by family/friend published on 2 August 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum was reluctant to accept outside help from caregivers but now a few months on, mum enjoys the help and company of them. The manager has frequent visits to my mum and myself to make sure we are happy with the care given. We have lots of confidence in using Home Instead.

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Review from Paul G (Partner of Client) published on 9 April 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I would just like to say I was very happy with the service company gave to me for my partner during her illness.

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Review from Jacqueline B (Daughter of Client) published on 2 April 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead have supported my Mother for the past three years. Initially providing much need social interaction but today her needs are far greater and more complex. I am happy to admit at 98 years my Mother is not the easiest of patients. Home Instead and their team have gone to great efforts to understand
what my Mother would like and how they can assist her. At times they have needed to be firm and yet they are also sensitive and sometimes adopt a light touch. This has been achieved simply because the make great efforts to really know their patients personally and carers are specifically matched. In the four years we have now been clients they have never turned up late or missed an appointment. I work full time and having this kind of support is invaluable.
Without Home Instead I would not be able to keep my Mother in her own home where she is at her happiest and healthiest. I hope they are around to look after me in a few years times!

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Review from Carole H (Great-Niece of Client) published on 7 February 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Choosing the right care agency is so important & I was very impressed with Home Instead Senior Care (Eastbourne & Hailsham) right from the start and the care they have provided has been excellent.


My aunt needed 3 daily care visits following a spell in hospital and time was taken to find out about

her interests so the right caregivers could be matched to her. They have been sensitive, caring and kind. On occasions, they’ve had to call her GP & the emergency services and waited with her until they arrived. They are professional, well organised and all procedures are documented.


The management has been so supportive and was instrumental in working with Adult Social Care & with her GP to ensure she received the care she needed, it’s been a help & relief not dealing with everything on my own. The communication with the manager is excellent, keeping me fully informed. The office staff have been so helpful, reassuring and supportive on every occasion I’ve contacted them. I highly recommend the whole team at Home Instead Senior Care (Eastbourne & Hailsham).


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Review from Janice C (Sister of Client) published on 7 February 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My brother is 74 years old and is suffering from dementia and has been for several years. He
has poor health and needs constant care on a weekly basis from the doctor and local nurses to attend him at his home. For several years now he has had Home Instead in Eastbourne to completely care for him.
They come daily and provide domestic and medical help to him with care and experience in a very friendly and kind way. He needs to be helped to wash and dress in the mornings then sort out food and general shopping for everyday items. He can only walk a very short way so the shopping is done by the helpers.on a daily way or when needed
Home Instead is excellent and very professional and I would completely recommend them to anyone who needs care.
They always let me know in advance costs and billing is done easily and are complexly trustworthy. Let them help you.

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Review from Wendy W (Wife of Client) published on 7 February 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

As the wife of a young (65 years) severely ill, mild dementia and had a bad experience with multiple Care Companies I was desperate to find Carers who my husband would be comfortable with, even like!!! I contacted HOME INSTEAD. Well, I would like to say, right from my first phone call to my first home
visit I was so impressed. They seemed only to want to know what his needs were, what type of person he would get on with, his likes, dislikes, anything that they could do to make the time with the carer enjoyable. I explained my husband hated having lots of different carers, that wasn’t a problem for them, they would get him used to 2 carers so if one was ill he would already know the other carer. My husband hated me leaving him before HOME INSTEAD came into our lives..... now he’s quite happy for me to go out, he smiles and says ‘have a good time’. What else can I say.... HOME INSTEAD is a wonderful, caring, helpful company we could not be happier....they have become like family.

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Review from Martin A (Son of Client) published on 7 February 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

This service was just what we were looking for, professional, understand people who would match a carer to our difficult elderly mother. She is very happy with the service and so are we.

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Review from Richard U (Son of Client) published on 27 November 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

In the two years that Home Instead helped my mother, and thus my family, I can only recommend their personal and professional service. It seamlessly moved from companionship to support, both emotional, physical and medical.
During some difficult times, as my mother's dementia developed, the Home Instead
team enabled my mother to retain dignity and respect.
During this period I was living abroad, and the company maintained excellent communications and senior management was always available for consultation and support.
The times I have been in Eastbourne, I have witnessed, many times, the caring ladies, endlessly friendly, patient and supportive.
Home Instead managed the myriad of medical and community services to maintain a high standard of living for my mother.
I can only hope that there are other businesses providing Home Instead-level support that can learn from your best practices and invest your experiences and knowledge in their own operations.

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Review from J R (Client) published on 7 August 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot fault Home Instead. It is a wonderful, well-organized service, but above all, it is the level of service they provide that is outstanding.
I have been matched up with an ideal carer and one of his greatest assets, apart from making me laugh, is that anything I ask him to do, he does it without
a fuss and very willingly.
I really look forward to the days he visits. I will always be grateful for the care I have received. It has enriched my life - it was a good match.

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Review from Brian F (Husband of Client) published on 8 June 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead was recommended to us by Social Services Eastbourne. My wife is a patient with them, I am her husband and carer. We have found the managers and staff to be efficient, caring, cheerful and extremely helpful. Always arrive on schedule and provide 3excellent support to my wife, so I have every
confidence that she is in good hands when I am away from home.

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Review from Ian S (Client) published on 26 May 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

1. Always very helpful.
2. Polite and considerate.
3. Willing to do a variety of jobs.
4. On time.
5. Quick to replace any absent carer.

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Review from Cynthia B (Daughter of Client) published on 11 April 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I asked Home Instead to provide daily care to my mother aged 92 when she had a fall in December and broke her wrist needing surgery to re-set it. She was unable to do daily tasks for herself. Having lived alone since my father died 4 years earlier, she found it very difficult to get used to having
people in the house on a daily basis. I was extremely grateful and impressed by the speed with which the agency was able to provide carers and about the careful way they attempted to match the carers with my mother's needs. Since having her plaster removed at the end of January, the agency has continued to provide much reduced daily care and have attempted to accommodate my mother's preferences at every juncture. The staff are helpful and sympathetic at all times and my mother is now very grateful to have some daily company and help. I cannot fault the service provided in any way and have always been kept informed when there is a problem to address. This is good as I live 100 miles away.

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Current Review Score: 9.7 (9.676)

Overview of Review Score

The Review Score of 9.7 (9.676) out of 10 for Home Instead (Eastbourne & Hailsham) 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 7 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.7 out of 5 from 7 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 4.976 for Home Instead (Eastbourne & Hailsham) is calculated as follows: ( (41 Excellents x 5) + (1 Goods x 4) ) ÷ 42 Ratings = 4.976

  • 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 (Eastbourne & Hailsham) is based on 7 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 = 4.7

  • 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: 5 Dec 2017

Overall
Outstanding

  • Caring

    Outstanding

  • Effective

    Good

  • Responsive

    Outstanding

  • 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 (2)

Soraya

Soraya Cottrell

Job Title: Owner/ Director of Care

Hi, I’m Soraya and I am the joint owner, alongside my lovely husband Ian, and Director of Care at Home Instead Eastbourne. I am also a mother of two little boys, called Blake and Morgan, who are both extremely good at keeping me very busy when I am not at work!


I am originally from Hailsham and know the surrounding areas very well. I used to work in mental health as a Care Assistant and I also worked in my parents’ residential care home for the elderly. I then relocated to London to do my nursing training and subsequently worked within the liver transplant team as a Liver Transplant Co-ordinator for many years. I loved my job and really enjoyed being part of something special. However, circumstances change and I realised that life goes by too quickly, so I decided to leave my job and we relocated back to East Sussex.


I’m so happy we have done this as moving back home has enabled us to embark on this wonderful journey working together and changing older peoples’ lives for the better. This venture is such an amazing thing to be a part of and I’m delighted that we are able to give something back to the community where I grew up.


Ian

Ian Cottrell

Job Title: Owner/ Managing Director

Before forming Home Instead Eastbourne and Hailsham Ian worked for 6 years in the NHS as contracts manager before moving to the private sector for 5 years managing property and facilities management services for blue-chip retailers. He has had extensive experience throughout his career in managing and motivating large teams to deliver exceptional customer services.


It is Ian’s mission to utilise the experience he has gained to ensure that Home Instead Eastbourne and Hailsham is the market leader in the local community for understanding the needs of its clients and consistently delivering high-quality care.


I understand the importance of our service to the lives of older people and their families and that with this comes a tremendous level of responsibility. However, at the core of everything we do is a genuine desire to ensure that our clients remain independent in their own homes and that their families and friends can have peace of mind. I am conscious that we can only achieve our goals by working as a team, and ensuring that we encourage, value and reward our caregivers for the excellent work that they do.


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