Alina Homecare Guildford

1 Parklands, Railton Road, Guildford GU2 9JX
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9.1 31 Reviews
  • Alina Homecare Guildford, Guildford
Alina Homecare Guildford is a high-quality provider of person-centred home care in Guildford. Other areas covered include Aldershot, Ash, Ash Vale, Bellfields, Bramley, Burphan, Central Guildford, Farnham, Merrow, Normandy, Onslow Village, Park Barn, Shalford & Stoughton.

The manager and care team have a passion for caring for people in their own homes in the way they choose, believing that everyone should be treated with dignity and respect.

Staff are specially selected that have the best possible past care experience and are fully DBS checked. Extensive training is then provided through their exclusive Alina Homecare Academy.

Communication is also of the highest importance to the branch; clients and their families are always kept up informed on any major care decisions.

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Care Provided by Alina Homecare Guildford

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

Good to Know

  • Person in charge
  • Hayley Poulton (Branch Manager)

Funding & Fees Guide for Alina Homecare Guildford

  • Prices

  • We pride ourselves on providing excellent quality Home Care at competitive prices.
    The costs of Home Care will vary depending on the type of care you need, how often you need it, and where you live. We offer everything from short visits to 24 hour Live In Care. If you have more complex needs, you may need two Home Carers per visit, so we can provide a cost for this too.
    Live-in Care is generally considered to be a cost effective alternative to living in a care home, whilst still providing a level of independence. Everyone’s needs are different so the costs of Live-in Care can vary depending on the level of care required. Unlike other Home Care options, the costs of our Live-in Care remains the same wherever you live across the South of England.
    We adapt our Home Care services to suit your specific requirements. Our Home Care costs include a personalised care plan, ensuring your care suits your needs, wishes and budget.
    We want to make arranging Home Care as simple and easy as possible. When you contact your local Team, we’ll work with you to design a customised care plan. Once you choose our service, your care plan is kept under constant review so that it continues to suit you.
    Your home. Your care. Your choice.

Alina Homecare Guildford Reviews (31)

Total of 31, showing 1-20
9.1

Alina Homecare Guildford has a Review Score of 9.1 (9.056) out of 10, based on 5 reviews in the last 2 years. Over all time Alina Homecare Guildford has 31 reviews.

Overall Experience

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  • 11
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Date Published

31
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Review from J T (Client) published on 12 February 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The carers are a happy group and look after me very well.

Reply from Laura Akinboluwajo, Regional Director at Alina Homecare Guildford

Thank you very much for taking the time to leave a review, we will make sure your kind words are passed back to the care team.


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Review from Diana M (Wife of Client) published on 26 February 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We had about 4 weeks of Alina Care, while my husband was in the last stages of Cancer.
The Alina carers nearly always managed to arrive promptly, and they took a great deal of care to minister to his needs. They left him feeling comfortable & more content and I will forever be exceedingly grateful
that they were visiting up to the time of his death.
The website worked wonderfully well, and I do congratulate the office staff for their efficient organisation and the efforts they made to ensure that carers were always available.

Reply from Justina Muraskaite, Registered Manager at Alina Homecare Guildford

Thank you so much for your kind review. It was a pleasure to look after your husband and all the staff felt they were privileged to support you both at this difficult time. I will pass your review on to the care staff who looked after your husband.


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Review from Mary C (Wife of Client) published on 26 July 2023
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Alina Homecare took over the care of my husband when I was looking for a company who would put my husband's needs in front of their convenience. The management team took time to understand my husband's needs. The carers who attended were competent, caring, patient and understanding. The local management
team were very responsive to my requests for extra care at certain times, and did their best to provide what I wanted. However, the head office policy of having to pay for care when you don't need it, for example if you go for a week's holiday, regardless of the number of days or weeks notice you give, has meant I have had to terminate the contract earlier than I would have wished.

Reply from Justina Muraskaite, Branch Manager at Alina Homecare Guildford

Thank you for your very positive review of our carers and quality of care as well as your comments that our management team were responsive and took time to fully understand your husband’s needs. We will pass on your kind comments to the staff team.


Alina Home care considers our staff teams to be our greatest asset. We invest heavily in training and ongoing development to ensure we have the right qualities in our employees. The elements of our contract that are always highlighted at the start of our service allow us to provide the highest standard of continuity. This ensures clients can keep an allocated time and their assigned care team who know needs and requirements and ensure the staff team can be retained for the exceptional standard of service they provide. This allows us to provide the highest level of service to our clients in terms of quality and availability of services.


Our teams always enjoyed supporting your husband and we wish you both the very best.


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Review from Sue H (Client) published on 9 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I am extremely pleased and happy with the care I receive.
The carer that I have six days a week I could not wish for anyone better.
I have no complaints about any of the carers that come to care for me.
All of the carers are extremely kind, understanding, helpful, reliable and very professional in
every way.
They treat me with absolute dignity and compassion.
The office staff are always easy to contact, polite and very helpful.
I highly recommend Alina Homecare to anyone, they are tip-top for everything.

Reply from Justina Muraskaite, Registered Manager at Alina Homecare Guildford

Thank you for your lovely review. I am so pleased to hear that you are extremely happy with all aspects of your care. I will pass your kind feedback onto the care team.


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Review from F D (Daughter of Client) published on 27 April 2023
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Alina Homecare have been providing my mother with care for the last three years. Over this time my mother has become increasingly dependent on their services for her day-to-day care. Some of the carers have been excellent, anticipating what needs doing to make Mum's life easier, making her feel safe
and well looked after. Others have needed more guidance which has led to some anxiety and frustration. The timing of visits has at times been unreliable, and while this sometimes can't be helped, it would have been helpful if my mother or I could have been notified, so that Mum was not left worrying that no one was coming. More recently, communications from the local office have improved enormously.
While costs are rising for everyone, I do feel that Alina's charges have risen out of proportion, particularly relating to visit times of less than an hour and rates at weekends and Bank Holidays.

Reply from Justina Muraskaite, Registered Manager at Alina Homecare Guildford

Thank you for your review, we have worked incredibly hard to develop strong collaboration and communication with families, particularly during the Covid period and over recent months, so we are pleased you say communications are now strong. We always work hard to ensure visit times are consistent and our track record vs other care companies in this respect is very good, despite the national shortages of carers. We invest in our carers and this gives us more reliable teams. We also launched our app, so families can immediately have information about visits. We really do understand about the cost-of-living situation, which is why we, as a company, absorbed the vast majority of the unprecedented cost pressures we have suffered, which includes but are not exclusive to uplifts in wages, insurance, petrol rates etc. by only passing on a 3% uplift to our very valued customers, which is less than 1/3 of inflation.


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Review from Linda J (Daughter of Client) published on 31 January 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My 96-year-old mother needs care four times a day now and is bedbound following a spell in hospital. The carers have proved to be reliable and professional, taking care of her personal needs with kindness and treating her with dignity. They report on each visit, so we are kept up to date with Mum's
welfare and comfort. We have regular contact with the office staff, who are excellent, very supportive and reassuring. My mother has always been fiercely independent and the transition to having to rely on people for everything has been made easier by the sensitive approach given. We would be happy to recommend Alina Homecare, Guildford.

Reply from Justina Muraskaite, Registered Manager at Alina Homecare Guildford

Thank you so much for your lovely review. All the staff really enjoy looking after your mother. I will pass your kind words on to my team.


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Review from Clare R (Cousin of Client) published on 5 January 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My cousin - I was next of kin- was 105 and started needing regular care 6 months ago. The carers were kind, gentle and entirely dependable. She had always been very independent and she continued to do all she wanted but with their care and support. She died in October and the carer was with her and
was wonderfully supportive despite the stress she was under. I could not fault the care.

Reply from Justina Muraskaite, Registered Manager at Alina Homecare Guildford

Thank you for such a lovely review. It was a real pleasure to look after her and all our staff at Alina were very fond of her. I will pass your kind comments onto our staff, who looked after her.


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Review from Rupert M (Son of Client) published on 30 November 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Since early May 2022, my 93-year-old mother has been receiving care visits from Alina while my wife and I have had to travel away from home for our work. Whenever we return, my mother tells us how pleasant the carers had been, also reminding her to eat the lunch and dinner portions we had prepared for
her in advance.
Although my mother is pretty good at looking after herself when we are away, the care visits break her day up, giving her essential mental stimulation, whilst at the same time, reminding her of the basic things she needs to remember to do to stay healthy and safe e.g. eating/drinking regularly, taking her medication etc.

Reply from Justina Muraskaite, Registered Manager at Alina Homecare Guildford

Thank you for your positive review, and I am so pleased that you are happy with our services. It is such a pleasure to be looking after your mother.


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Review from V G (Daughter of Client) published on 29 November 2022
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

The overall experience with the carers from Alina has been positive. Some staff, in particular, are excellent and have a natural understanding of their role. Mum has particularly enjoyed getting to know the individual staff, who can then understand her personal situation. Others need more guidance in
respect of basic care needs - a checklist may be of help in these cases.
The app is very useful for family members to track visits. Some staff share what they have written with Mum, which she has appreciated. The opportunity for two-way communication between Alina and a key family member would be valuable to ensure changing needs can be met. This would also provide very useful feedback in relation to Mum's overall well-being and how best to support this.
Thank you for your ongoing care and help.

Reply from Justina Muraskaite, Registered Manager at Alina Homecare Guildford

Thank you very much for your positive review of your mother's care. We regularly review our client's care plans, to make sure their care needs are met. We are so pleased you are finding the app so helpful to have visibility of your mother's care. We will continue to work closely with you and your mother.


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Review from Clifford T (Nephew of Client) published on 8 February 2021
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Over the last few weeks, Alina have started to provide regular home care visits to my elderly Aunt who can be most difficult to please and admit that help is required from time to time. I have been most pleased with the kind and sensitive approach provided by all members of staff at Alina and the flexible
arrangements in place. The reporting and regular contact via the app is second to none.

Reply from Mary Gilham, Branch Manager at Alina Homecare Guildford

Thank you for your kind review, Clifford, we are delighted to hear that you're happy with our approach and flexibility.


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Review from Diane P (Daughter-in-law of Client) published on 14 December 2020
Submitted via Website • Report

Overall Experience  Overall Experience 2.0 out of 5

The worst care we experienced in four years.
Some staff are adequate but others are not clear about the role they’re performing.
Some carers continuously refused to lift a fragile 92-year-old, light lady with another carer (our 24-hour carer) - they think this should not be part of their remit despite
having all the equipment they requested to be at their disposal.
Despite getting hoists and chairs for washing, some staff preferred to talk lots and do nothing; letting the 24-hour carer continue to work alone.
We had a 24-hour carer living in with my mother-in-law seven days per week who was employed through a different - professional - company. Two additional carers from Alina were brought in twice per day to support the main carer but some didn’t!
Alina doesn’t provide continuity with staffing cover. They send carers back whom you’ve complained about. They also charge you despite receiving complaints and never deal with the complaints.

Reply from Laura Akinboluwajo, Operations Manager at Alina Homecare Guildford

We are saddened to see this review from a customer for whom we last delivered care in May. It can be difficult when care is split between two care providers as they may work to different protocols to keep their staff and service users safe, but, we still always strive to do our best to provide a seamless service in these circumstances. In this case, our carers followed their training at all times with accepted industry standards about what can be done safely. We are sorry this caused frustration for the family, which was never our intent.
We are committed to very high standards of care; all complaints raised by customers are always fully and formally investigated. If the quality of our care is judged to have fallen below our usual exacting standards, a robust process is followed with the staff involved and our regulator informed. We are sorry to see this disappointment with the result of our investigation and will review this matter to capture any learnings for the future.


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Review from Jan W (Friend of Client) published on 8 December 2020
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My neighbour in Burpham has been receiving home care visits for over a year. Until recently she seemed to have an ever-changing rota of carers. She has dementia and I noticed this just confused her as she didn't have a chance to get to know any of them. The majority of them seemed to just want to be
in and out as quickly as possible. Fortunately, she now seems to have a regular carer who I cannot praise highly enough. She is kind, caring and goes over and above to make sure my neighbour has eaten and is comfortable. Please, please keep this person as her main carer.

Reply from Laura Akinboluwajo, Operations Manager at Alina Homecare Guildford

Thank you very much for your feedback which is always welcome. We did have some relatively short term staffing changes influenced by steps we had to take to keep both customers and staff safe during the early stages of the COVID pandemic. While we always ensure that staff are well trained and understanding of our customers’ needs, we agree that continuity of care is highly important and are very pleased to hear that you are happy your regular team are now safely back to work.


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Review from Eileen T (Daughter of Client) published on 17 November 2020
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Having researched and 'interviewed' several different care agencies, Mum and I are really happy that we chose Alina Homecare. The staff who come out to Mum are knowledgeable, well-trained, kind and caring. Most importantly to me, they treat Mum with dignity and have quickly got to know her and her likes
and dislikes. She was not keen to accept help initially (having lived independently for many years, and then having a less-than-satisfactory experience with another agency) but very soon reported to me that 'having the Alina ladies coming in feels like having friends looking after me.' They take a genuine interest in her welfare, are always cheerful and reassuring, and communicate well with the family over any concerns. Carers like this are worth their weight in gold!
The field supervisor is in regular communication and makes sure that Mum's somewhat complicated and long list of medication is always correctly administered. A few teething issues with rotas have now been sorted.

Reply from Mary Gilham, Branch Manager at Alina Homecare Guildford

Thank you for your positive words and compliments Eileen. We are delighted to hear that you are happy with the care delivered to your Mum.


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Review from Shellie J (Client) published on 13 November 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Alina Homecare Guildford is caring for my mother. This company is very professional. They visited my mother first to get her used to the carers. All the ladies are lovely and great with my mum. She has told me they are all very nice to her and she feels very comfortable with them.
We are also using
the cleaning service twice a month.


They let me know if there are any problems if food is low etc. They are in constant contact with me to keep me informed of my mother's care and wellbeing.


I would definitely recommend Alina Homecare Guildford.


Reply from Mary Gilham, Branch Manager at Alina Homecare Guildford

Thank you for your positive words and compliments Shellie, very much appreciated.


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Review from Linda B (Niece of Client) published on 12 November 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Alina Care has provided a very caring and respectful service to my Uncle. All the carers are kind and considerate, arriving at their specific times looking after my uncle's needs, always informing me should there be any issues. We are very happy with the service provided.

Reply from Mary Gilham, Branch Manager at Alina Homecare Guildford

Thank you for your kind review, Linda. We are delighted to hear that you are happy with the care being delivered to your uncle.


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Review from Tina S (Sister of Client) published on 10 November 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been delighted with the standard of care given to my relative. She suffers from dementia and when they came on board, she was refusing to shower. The carers won her round and she now regularly allows them to help her shower. Communication, through the office, is also great. I live some way away
but they reply promptly to my emails. Cannot ask for anything more it is so appreciated.

Reply from Mary Gilham, Branch Manager at Alina Homecare Guildford

Thank you Tina for your kind words, we are pleased to hear that we have made a difference and given you reassurance while you are not living locally.


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Review from David W (Son of Client) published on 23 September 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been receiving the daily updates for several months now and this tells me all I need to know about my mother's health, general mood and well-being.
I use the information provided to ask questions of my parents to ensure that everything is going well. It is invaluable and helps me keep track
from afar.

Reply from Mary Gilham, Branch Manager at Alina Homecare Guildford

Hi David, thank you for your positive feedback - pleased to hear that you're benefiting from regular communication and that it provides you with reassurance from afar. We are enjoying caring for your mother.


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Review from Barbara B (Client) published on 17 September 2020
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

At the moment the service provided by your company is extremely valuable to me as I am still affected by the Shingles virus which makes my right arm extremely painful, especially when involved with the lifting of anything heavy, especially shopping. You provide a very pleasant carer who sees me on
a weekly basis and carries out the shopping extremely well and which I very much appreciate.
My thanks.

Reply from Mary Gilham, Branch Manager at Alina Homecare Guildford

Thank you for your positive review and kind words. We are pleased to hear you are happy with the service we provide.


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Review from Janice B (Daughter of Client) published on 14 September 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I live 2 hours from my 88-year-old mother who is restricted to her home. The company have never let me down. They accommodate to changing circumstances and let me know if they see a problem arising. When my mother fell they did not panic but efficiently dealt with the situation. I can honestly say that
without this group of skilled workers I could not leave my mother to live independently.

Reply from Mary Gilham, Branch Manager at Alina Homecare Guildford

Thank you, Janice, for your kind review. We are pleased we are able to provide you with reassurance while you are not living locally.


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Review from V S (Client) published on 17 April 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I very much appreciate the efficient and professional care given by the home visit professionals and the office care team. I am so sad I had to postpone any more visits because of the coronavirus problem. As soon as I can I hope very much to continue with your services. Many thanks.

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Current Review Score: 9.1 (9.056)

Overview of Review Score

The Review Score of 9.1 (9.056) out of 10 for Alina Homecare Guildford is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.6 out of 5 from 5 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.5 out of 5 from 5 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 4.556 for Alina Homecare Guildford is calculated as follows: ( (18 Excellents x 5) + (6 Goods x 4) + (3 Satisfactorys x 3) ) ÷ 27 Ratings = 4.556

  • 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 Alina Homecare Guildford is based on 5 Positive Reviews in the last 24 months and is calculated as follows: 3 + 0.5 + 0.5 + 0.25 + 0.25 = 4.5

  • 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: 24 Jul 2018

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Good

Care Quality Commission is responsible for the registration and inspection of social care services in England.

View Latest Report

Awards / Recognitions (2)

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Meet the Team (1)

Hayley

Hayley

Job Title: Branch Manager

Joined: 2024

Hayley strives to ensure her trained Team delivers the most compassionate and high-quality Home Care possible for their clients.


Frequently Asked Questions about Alina Homecare Guildford

What Type of Services does Alina Homecare Guildford offer?

Alina Homecare Guildford offers Home Care.

How many Carers does Alina Homecare Guildford employ?

Alina Homecare Guildford employs 20 carers.

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