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 41-60
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 Margaret B (Client) assisted by family/friend published on 7 April 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother's cleaner is very kind, caring and cleans beautifully. She treats my mother who is 93 with dignity. My mother is very happy with the service she receives and I always have peace of mind.

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Review from G A (Son of Client) published on 5 April 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

During December Mum became increasingly ill and frail. On several occasions, the carer came in for her contracted hour, and stayed much longer, even accompanying Mum to hospital. Throughout the whole time the carers were incredibly sensitive, caring and really focused on the person. I was kept regularly
informed of Mum's condition, especially when a hospital visit was involved. All credit to the management for assembling such a strong and capable team, and to the team for their readiness to go beyond the call of duty.

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Review from Karen C (Daughter of Client) published on 3 April 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been very pleased with the care and understanding shown by the carers to my parents. This has been a difficult time with my mother admitted to hospital. The carers could not have done more to support my dad. They know my parents well and are therefore able to offer the best support possible.
I have been kept fully informed throughout and I really appreciate that. I would highly recommend this company.

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Review from Chrissie P (Niece of Client) published on 3 April 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The care provided by Home Instead was excellent.
From the initial assessment to the training of staff and to the actual care given, all aspects of care have been of the highest standard. I was able to trust the staff to be considerate, efficient and caring to my aunt at all times. She enjoyed their
company and felt her needs were met, without any fear or lack of dignity. She felt as I did, that she was in safe hands. Communication in all aspects of her care was key. We consider ourselves blessed to have found such wonderful people. Thank you.

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Review from Nicolas T (Son of Client) published on 31 March 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My 100-year-old father, had a mild stroke in December, which left him needing some help at home.
Home Instead have given the family peace of mind that he is being well looked after.
His carers visit 3 times every day, helping with all daily living issues. They will always go the extra mile to ensure
of Dad's safety and well-being. Nothing is too much for them. I would recommend Home Instead to anyone in need of help.

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Review from Judy (Client) published on 27 April 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very lucky to have my carer, she's kind, punctual and efficient.

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Review from D W (Client) published on 1 April 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I would not wish for better care. All the staff that have taken care of me have been wonderful and very helpful. I feel that I have been very lucky and pleased for their help and care.

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Review from Mandy W (Daughter-in-law of Client) published on 31 March 2016
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very impressed by the level and quality of care my father and mother-in-law are receiving from this company. Everything from my initial enquiry onwards has been dealt with in a friendly and positive manner.

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Review from David C (Son of Client) published on 31 March 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

From day one I found the management and carers very kind, caring, friendly and helpful. They treat my mother with the full dignity that she deserves, also communications between my mother, myself and the company regarding any matters when needed. Full marks for the carers personality, my mother has
never had to worry or wonder if they are going to turn up as in other experiences.
I am also impressed with the full details that record in the the daily log ie my mother's aches, pains, mobility and breathing. Helps us as a family to keep track of her health. All in all, very impressed with Home Instead Senior Care.

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Review from Jennifer U (Daughter of Client) published on 31 March 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead are consistently friendly. They are very approachable. I am impressed with their knowledge and expertise. My mother has never had carers before and arranging someone to help mum was new to us as a family, we found Home Instead very confident and sensitive at what was a difficult time for
us.
Mum has bonded very quickly with carers who have been carefully chosen to match mum's needs and personality. Thank you.

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Review from Carol D (Daughter of Client) published on 31 March 2016
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff at Home Instead in Eastbourne are fantastic, my mother who at 88 sadly had cancer, was so pleased with the standard of help and care. So friendly and helpful and in her last few weeks were such a help to me at such a difficult time. The office staff were on the phone asking how I was, and
how could they help, nothing was to much trouble. The staff that came in to mum were like angels in my eyes, even bringing me hot coffee and pastries in the mornings after long nights! They not only helped mum, but also helped me to cope, I would recommend them to anyone, it's how care in the home should be.

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Review from LP (Mother of Client) published on 29 March 2016
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We have received an excellent reliable service from Home Instead which was tailored to the needs of my Mother. They were able to set up the care very quickly after meeting her with her family and understanding the care needs she required.


My Mother was reluctant to accept care but the staff from

Home Instead have taken the time to reassure her that they are there to help her with the things she can no longer manage.


The care givers leave very good notes on what care they have provided each day and a highlight any issues that the family need to be aware of.


They are very responsive to input from the family via email or telephone.


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Review from Madeleine H (Daughter of Client) published on 29 March 2016
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The service provided is very much personally geared to the needs, interests and personality of the client. This is done with tact, understanding and kindness and organised very efficiently and professionally.

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Review from Mary B (Daughter of Client) published on 29 March 2016
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My elderly parents have had care since Jan 2016. They were very resistant to the idea but since the Home Instead carers have attended their quality of life has improved. They have three carers on a rotation which has led to my parents becoming attached to them rather than having different carers each
time which would be unsettling to them.


Following my Father's recent emergency admission to hospital the carers increased the care package on the same day meaning Mum was able to stay at home, this was a great support to us the family.


The communication between the manager of the carers, the carers themselves and us the family has been great with many opportunities to reflect on the care and ongoing needs and adjust as needed.


I would really recommend the services of Home Instead.


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Review from David C (Son of Client) published on 29 March 2016
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead has been providing home care for my elderly parents for the last couple of months. Although my parents were initially resistant to care input, the carers were carefully matched to their personalities and needs, and have successfully built excellent trusting relationships with them. The
daily care input has proved invaluable in supporting my parents to remain independent in their home whilst alleviating significant stress and anxiety felt by family. When my father was recently admitted to hospital, Home Instead was able to quickly respond to provide a second daily care call which was very much appreciated. The communication with the manager is very good and she is quick to raise concerns or issues so that they can be dealt with promptly. Both the manager and the carers have a very kind, caring and honest approach, little phases them (not even a coal Rayburn!) and we have no idea where we would be without them. We would strongly recommend Home Instead to anyone considering home care.

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Review from Kate M (Daughter of Client) published on 29 March 2016
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

At Home Instead (Eastbourne) provided excellent information prior to commencing the service. They took time to get to know my Mother and matched her with suitable staff. Ongoing communication is good and support is suitable for Mum's needs. I would recommend this company.

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Review from Anne (Daughter of Client) published on 24 March 2016
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

This agency were able to respond immediately to my request for care, for my father. Their prompt response has enabled my father to continue to live at home and remain independent. Their service has been a huge comfort and reassurance for me with visits every weekday to ensure my father is well, is comfortable
and well fed. Initially my father was a little agitated, not used to intrusion, but their caring, sensitive and considerate manner means that he has become accustomed to their arrival and totally happy with the tasks they perform. Thank you.

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Review from P B (Daughter of Client) published on 18 February 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent service provided, with mature and experienced carers. Our carers took an interest in our mothers overall well being and made sure that other parties were kept informed of any changes. We were more than satisfied with the service Home Instead Senior Care provided us with.

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Review from Mr K G (Son of Client) published on 3 February 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Management: The company is providing an excellent caring service for my mother who has vascular dementia, aged 94. The management gives excellent support and advice. It provides a very thorough client journal which includes service agreement, statement of purpose, client information, care plan, risk
assessment, carers visitor report and other relevant QA information. Visiting carer: She is appropriately trained and reliable. She immediately built up a good relationship with my mother, through chatting, playing scrabble. She has a calming influence on my mother and at the end of each visit you could tell my mother had enjoyed the afternoon. We get good feedback on each visit which includes her report. We can relax and enjoy our free time knowing that my mother is being well cared for and we would highly recommend the service provided.

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Review from Marie C (Client) published on 1 February 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have found the care I have received form Home Instead to be excellent. The carers are always on time or phone me if not able to be. I started being looked after several months ago when I was very wobbly and am now almost back to normal.

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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.

View Latest Report

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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