Heritage Healthcare (Epsom)

41 The Broadway, Cheam, Sutton SM3 8BL
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9.8 44 Reviews
  • Heritage Healthcare (Epsom), Sutton
Heritage Healthcare (Epsom) provides personalised home care delivered from the heart. The team of professional staff is committed to promoting clients’ wellbeing, independence, choice and convenience, by offering a wide range of support services to maintain a high quality of life in the client’s own home.

Various services are available, including personal care, companionship and housekeeping services, such as meal preparation and light gardening. A rigorous recruitment process is in place for all team members to ensure their values match those of Heritage Healthcare. This process includes online character and cognitive ability assessments, and an enhanced DBS check.

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Care Provided by Heritage Healthcare (Epsom)

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • Call in Service
  • Cancer Care
  • 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
  • Other Care Provided
  • 24 Hour Care
  • Adult Home Care (18+)
  • 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
  • Lisa Mackay (Registered Care Manager)

Funding & Fees Guide for Heritage Healthcare (Epsom)

  • Prices

  • £28.50 per hour

Heritage Healthcare (Epsom) Reviews (44)

Total of 44, showing 1-20
9.8

Heritage Healthcare (Epsom) has a Review Score of 9.8 (9.789) out of 10, based on 15 reviews in the last 2 years. Over all time Heritage Healthcare (Epsom) has 44 reviews.

Overall Experience

  • 35
  • 8
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  • 1

Date Published

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29

Review from M S (Client) published on 10 April 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I found Heritage healthcare were excellent, they came for 30 minutes to wash and dress me - I had broke my right wrist on the 27/12/24 and in the evening to undress me. All the carers were very pleasant; all asked could they do to help me. I know who was coming and what time. I was given a weekly rosta
the office staff were very helpful as well. The treatment came under the NHS.

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Review from Christopher G (Son of Client) published on 25 March 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I can not recommend this fabulous service enough. Their office staff and on road health care staff is second to none. Their attention to care and understanding know no bounds. Professional, friendly, caring and helpful are just a few words to relate to how they treat their clients and family. All I
can add is a HUGE thank you for everything that you have done.

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Review from Marina C (Wife of Client) published on 19 February 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband has received care since October 2024. The carers are kind, thoughtful, efficient, positive.
The excellent management was willing to assist in a crisis even before the actual care started. We are both happy to have chosen Heritage Healthcare.

Reply from Song Lu, Director at Heritage Healthcare (Epsom)

Thank you for recognizing our work and for taking time to share your experience. Your kind words are the greatest encouragement for our care team, and we will continue to do our best.


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Review from Kenneth D (Son of Client) published on 10 February 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Cannot fault Heritage Healthcare, excellent carers and service. They have been looking after my mother for about two years now, twice a day. An extremely reliable and friendly service is provided with a high standard of care. I strongly recommend them.

Reply from Song Lu, Director at Heritage Healthcare (Epsom)

Thank you for your kind words and recommendation! We're delighted to hear that our carers and service have met your expectations. Providing reliable, high-quality care is our priority, and we're grateful for your trust. If you ever need anything, we're here for you!


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Review from J G (Daughter of Client) assisted by family/friend published on 8 January 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother really is very happy with your service, she is able to stay in her own home with your support.
One member of staff visits regularly and she is outstanding. Does all the jobs and still has time for a little chat before she leaves. Never a fault, such a wonderful, friendly and efficient lady
carer.
It's also really nice to call the office to see how things are going.

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Review from Andrew M (Client) assisted by family/friend published on 1 October 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I became a customer of the Epsom branch around April 2023. I always find the carers polite and efficient. My care needs are met with dignity.
If I contact the office with a request, I find them friendly and helpful.
I would not hesitate to recommend Heritage Healthcare.

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Review from M D (Client) published on 23 September 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The carers are thoughtful and kind, always on time and very efficient. I have great admiration for the girls who come from a foreign country to help us. I have learned a lot from them about their culture and enjoy their chats. They make my life more pleasant by doing simple things like arranging flowers
and caring for me. They are always willing to help.

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Review from V W (Wife of Client) published on 20 September 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

All carers very polite, friendly and efficient. We are both very happy with them. Very good management service who go above and beyond to help if difficult situations arise. We receive calls from them from time to time to check we are happy with the service.

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Review from Diana P (Client) published on 19 August 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been receiving one hour am care from Heritage Epsom since April 2024. I have found all the carers that have been allocated to me
competent, willing to help to suit me, caring and most of all friendly.
I am especially delighted with the two main carers that attend me and I look forward each
morning to seeing them.
I try very hard to remain as independent as possible but they are always there watching to see that I am ok, especially in the shower.

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Review from E C (Client) published on 10 April 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Pleased to have such good care with a relaxed, friendly way from the carers. All have been kind and willing to help.

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Review from M C (Daughter of Client) published on 13 September 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has just turned 94 and this is the first time we have used any home care services. I am happy to say that I'm very pleased with the staff and service Heritage Healthcare have provided. This has been a great relief. The staff are extremely caring and supportive of my mother and having help
for my mum has been wonderful.

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Review from Jill H (Daughter of Client) published on 28 August 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

So I think it is easy to say that we feel very lucky to have such a good level of care provided to mum by both carers. They are both excellent in their roles and we've been lucky to have those two looking after her. In addition to looking after Mum they are good with all her visitors too, happily making
them cups of tea and always smiling. There was a small issue about change of bedding one week but this was quickly remedied. We are very grateful for the help we get on a day to day basis, so a big thank you to you all.

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Review from L D (Daughter of Client) published on 24 July 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I have used Heritage Healthcare to assist my mum with her personal care and support for her independent living since her stroke in 2017. She has received excellent care from a friendly and caring team of lovely carers. They treat her with the utmost respect and encourage her to undertake her exercises
as part of her physiotherapy on days when family are not available. The management have always been swift to respond to any concerns or change in requirements. I do not hesitate to highly recommend this group for your care or that of your loved ones.

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Review from M K (Brother of Client) published on 24 July 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Heritage Healthcare has proved itself to be reliable, trustworthy and kind. The carers have built up a good relationship with my brother and genuinely care for him and his well-being. They are very easy to contact and quick to react to any changes in care needed. The office and care staff are a pleasure
to deal with and we are very happy that they are a very important part of the care in place.
I have recommended them to friends.

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Review from Julia B (Daughter-in-law of Client) published on 18 May 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Our family member was so well looked after and was treated as if she was a member of the carers' family. Everything was done to make the final weeks as comfortable as possible. We couldn't be more grateful.

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Review from Linda D (Client) published on 7 March 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

As an independent hoist/wheelchair user for thirty years plus, it was a shock when I suddenly needed personal daily care. I needn't have worried. Heritage Healthcare has provided me with the support I need with lovely carers and approachable office staff for over a year. I would highly recommend them.

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Review from Gary N (Son of Client) published on 6 March 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Heritage Healthcare are the first care company I have used to assist with my elderly Mum and her needs. From the first consultation with the management to the current day-to-day care given to my mum, they have been 100% professional and personable. My mum actually looks forward to seeing her carer arrive
and looks forward to the company, the chats and the help they provide. Also, the online reports that I can access after each visit are invaluable and it shows me, that each of the needs requested, are being attended to. Peace of mind for me. I thoroughly recommend Heritage Healthcare and its services.

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Review from Peter D (Son of Client) published on 1 March 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Heritage Healthcare (Epsom) have been fantastic. Very understanding, empathetic and good at handling dementia traits. They will work with the family to fit in to provide maximum impact at the right times, understanding it is not just the patient, but often the caring partner or member of the family
who needs as much help. When we were struggling to get a care provider to engage in our family's case and had become very frustrated with false starts elsewhere, Heritage stepped up. Frankly, we haven't looked back and are delighted to be working with such pleasant and empathetic people. Heritage - you are doing a great job. Keep it up.

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Review from Sylvia B (Client) assisted by family/friend published on 3 February 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Happy with care.

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Review from David P (Client) published on 23 January 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Heritage are very flexible and reliable and nothing is too much trouble for their staff. I feel that my Aunt is in great hands which is a great relief for me. I would recommend Heritage to anyone requiring support to keep them or a relative in their own home.

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Current Review Score: 9.8 (9.789)

Overview of Review Score

The Review Score of 9.8 (9.789) out of 10 for Heritage Healthcare (Epsom) is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.8 out of 5 from 15 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 15 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 4.789 for Heritage Healthcare (Epsom) is calculated as follows: ( (73 Excellents x 5) + (15 Goods x 4) + (2 Satisfactorys x 3) ) ÷ 90 Ratings = 4.789

  • 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 Heritage Healthcare (Epsom) is based on 15 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: 4 Jan 2023

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 (1)

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Meet the Team (3)

Lisa

Lisa Mackay

Job Title: Registered Care Manager

Joined: 2019

With over 13 years of dedicated care experience, I have grown both personally and professionally in the field. Starting as a care worker and progressing to the role of senior care worker, I have developed a deep understanding of the care sector. In December 2019, I joined Heritage Healthcare Epsom, and my exceptional skills and commitment led to a promotion to the position of Care Coordinator. In November 2022, I achieved another milestone in my career by being promoted to the role of Care Manager.


As the Care Manager, my focus is on maintaining exceptional standards of care while fostering a supportive and cohesive team. I believe that care should be provided in a way that I would want for myself or my loved ones. I am dedicated to creating an environment where service users feel valued and respected, and where care workers can thrive. By building strong relationships with both service users and care workers, I aim to make a positive difference in the lives of those we serve..


Song

Song Lu

Job Title: Managing Director

Joined: 2016

Managing Director Song Lu launched Heritage Healthcare Epsom following a successful career in the Financial Sector. Song will utilise his experience and knowledge of finance, sales and marketing to develop and drive the business forward.


Shirley

Shirley Li

Job Title: Managing Director

Joined: 2016

Shirley has varied financial experience having previously worked within the Bank of China and international trade companies. Shirley regularly volunteered for local charity organisations throughout her time at Loughborough University and is committed to building a business that will significantly improve the lives of others.


Frequently Asked Questions about Heritage Healthcare (Epsom)

What Type of Services does Heritage Healthcare (Epsom) offer?

Heritage Healthcare (Epsom) offers Home Care.

How many Carers does Heritage Healthcare (Epsom) employ?

Heritage Healthcare (Epsom) employs 25 carers.

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