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 21-40
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
  • 0
  • 0
  • 1

Date Published

44
5
9
15
29

Review from David B (Son of Client) published on 7 October 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Heritage Healthcare have proven to provide consistent excellent care for my mother at her home.

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Review from Carole R (Daughter of Client) published on 1 September 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have nothing but praise for Heritage, my father fought against having a carer, and now he wouldn't do without them. Nothing is too much trouble for them. All very friendly, kind and helpful.

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Review from J H (Daughter of Client) published on 9 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

From inital enquiry, I felt confident that Heritage Healthcare (Epsom) could deliver the care my mother needed. They were approachable and attentive and were able to answer all of my queries readily.
We have been using them for 9 months now and have never had any need to contact them for a problem.
All of the care staff have been excellent.

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Review from C E (Daughter of Client) published on 4 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

All the carers are very polite, and make sure my mum is safe, especially in the shower. Still make sure she has her independence. Always ask her how she is and all have a smile on their faces. All have a chat with Mum.

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Review from Peter B (Son of Client) published on 5 April 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have found all the carers to be excellent as well as the staff in the office. They have all gone beyond what I could have expected to provide. They have provided all the help and assistance I could have wanted for myself as well as my mum.

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Review from S L (Daughter of Client) published on 7 March 2022
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

Terribly disappointing - wasted our time and created more stress.
Caring for someone is an incredibly hard, underappreciated job. The brief interactions we had with the actual carers at Heritage were good.
Our issue came with the very poor organisation and communication from the health and safety
assessor and management at Epsom. It resulted in us having care pulled last minute not once, twice but three times! In the end, we were relieved when they withdrew their service, which is a bit of a joke given how little they actually did. We tried really hard to quickly get in place equipment to support the carers, despite two risk assessments that initially said our setup was fine for one carer a shift. But rather than work constructively with us on this, Heritage led us down the garden path, tried to insist that two carers per shift were mandatory which panicked us, and wasted our time on a further visit only to later than day withdraw service. Utterly unprofessional.

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

I am sorry that you feel so strongly disappointed with the outcome.


Upon more than one risk assessment and different approaches, we were still unsatisfied with the health and safety aspects involved. The health and safety of our carers and everyone we provide care for are paramount and for legal requirements, we must ensure safe practice is always followed, our care was withdrawn due to health and safety.

We reassessed and agreed suitable equipment was required before care could recommence, the equipment was not in place before the next instalment of care hence why we could not start the second time. Despite an OT assessment and equipment being put in place we were still unsatisfied with aspects of health and safety and had to withdraw care altogether.

Families have every right to their own personal ways and choices providing care for their loved ones however I hope you can understand as a service we have to look at all aspects.


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Review from K B (Client) published on 18 December 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I have an excellent regular carer with whom I have a lovely relationship. I have had several for the days my primary one is on leave. All except two of these have been good or excellent. I have asked not to have one again. The second I find difficult - doesn't listen or read instructions. I have not
set up a direct debit payment as they insist I do it online. I do not allow any bank or financial transactions online as I am dyscalculia

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Review from Linda N (Client) published on 2 June 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The agency has provided kind and respectful care workers who enhance my day. The office staff are upbeat kind and considerate and will do their very best to help in every way. Thank you so much Heritage it has been a pleasure dealing with you.

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Review from M P (Client) published on 1 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Simply they do care.

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Review from June P (Client) published on 28 May 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I am very happy with all the cleaners. They are all very helpful and willing.

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Review from M B (Client) published on 20 May 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Found the carers excellent. Always cheerful.

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Review from D F (Daughter of Client) published on 9 December 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I love you all.
I get regular feedback in person if something unusual happens or said. Love the app so I can see all the reports. Mum has loads of banter with carers and is very well looked after, which is a huge support to me.
Thanks, guys!

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Review from Graham W (Client) published on 15 November 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been supported by Heritage Healthcare Epsom for nearly a year now. It started with two to three short visits a day, then grew to three longer sessions, as my mother became less mobile. Eventually, we had to decide whether to move her to a care home or enlist the help of a full-time carer.
Heritage facilitated introductions to both kinds of solution and we ended up with the live-in carer solution, backed up by Heritage for occasions where two carers were necessary. We have been delighted with the service provided by Heritage. Their care manager has been at pains to meet changing and demanding requirements, sometimes at short notice. We have been impressed with the number of carers who have been very local to my mother's area, with the fact that at the most critical times Heritage has managed to provide a high degree of staff continuity and thereby minimised anxiety for my mother. The staff have been extremely caring and supportive in their dealings with my mother.

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Review from R M (Daughter of Client) published on 13 November 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Heritage Healthcare have been providing an excellent service of personal care, some teatime visits and domestic services for my mother. Over the past months we have been highly satisfied with the friendly, kind attitude of the carers and good communication with the management. Mum has the same regular
carers where possible and they are like old friends!

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Review from T E (Client) published on 13 November 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Staff helpful, understanding and sympathetic. Unexpected changes to carers without notification by the office is not helpful, do not always know who to expect.

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Review from P B (Client) assisted by family/friend published on 11 November 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent worker, thorough and very pleasant.

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Review from Philip M (Son of Client) published on 17 August 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been very pleased with all the carers provided by this company. They have been an invaluable help to my mother and this has been a great relief to myself and my siblings.

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Review from June M (Client) published on 8 August 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Having help has been wonderful. It's enabled me to face the day with cheerful company and very efficient service.

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Review from Isobel M (Daughter of Client) published on 8 August 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am so happy with my mum's carers. They really do care. Its great to have the support from these caring professionals. They have made a positive difference to mum's life and also to our family.

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Review from Kathleen (Client) published on 4 July 2018
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

The care I had was for postoperative convalescence in my own home. The personal care visitors were always very helpful and accommodating, arriving on time and had a professional and friendly manner. The initial meeting to set up the visits was handled at the hospital before I was discharged, again
this was done in a professional and caring manner. I would highly recommend them.

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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.


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