Heritage Healthcare (Epsom)

41 The Broadway, Cheam, Sutton SM3 8BL
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9.8 44 Reviews
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 41-44
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 Janet B (Daughter of Client) published on 5 June 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have found the team very professional. They offer service beyond what was originally anticipated. They are willing to change dates/timings at short notice and are always on hand to offer advice. They are also willing to undertake additional work to the benefit of my mother. I can phone them at any
time when advice or assistance is required.

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from Teresa W (Daughter of Client) published on 29 May 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Very pleased with Heritage.
All the Carers are kind, friendly.
They all do a very good job. My dad has settled back into his own home with their help and understanding.
I would recommend Heritage Epsom to all my friends.


Thank you.


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Care / Support

Management

Treated with Dignity

Value for Money

Review from Tony E (Daughter of Client) published on 11 September 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My Dad needed a carer three times a day following time in hospital. He had been very ill with both chest and blood infections and was very frail and unsteady getting around. He is 87 but prior to his illness was still very active and independent, so to be suddenly weak and unable was something my Dad
wasn't used to. I was due to go on holiday and considering cancelling until I met the Heritage Healthcare team.

At once they put me at ease; respecting my Dads needs and wishes, doing as little or as much as required, in his time, with the same feeling and consideration as I would, all to a high standard and in a caring patient manner.


Heritage Healthcare has been better than I could have ever hoped for and my Dad has liked them so much is going to continue having them in the future to help keep his flat clean and tidy. He's healthy, happy, still proud and able but can look forward to seeing a friendly face to help with the boring bits around the house.


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Treated with Dignity

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Review from Paula S (Client) published on 25 May 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I am a fifty-years-young female living with a rare muscle-wasting disease called Muscular Dystrophy. Two years ago I had an accident which left me in a wheelchair and dependent on the help of carers.
The atmosphere in our home has gone from times of explosive levels of stress to the calmness and serenity
that now fills our home. The level of professionalism and respect is second to none, for the first time in a long time I feel my care needs are being properly met and understood. My home has once again returned to being our own home.
There is nothing within reason they won't help you with, my house is cleaner and better organised, making it easier for me to get around. My care feels refreshingly like someone is working with me, at my speed and on my level. The familiarity of staff gives me continuity and confidence as we build on our relationships, my daughter has become more included and interactive with the carers and therefore with me too.
Thank You, Heritage Healthcare.

Staff

Care / Support

Management

Treated with Dignity

Value for Money

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)

Top 20 Large & Mid-size Home Care Groups 2024

Recipient: Heritage Healthcare

Date: Friday 31 May 2024 More details

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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..

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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.

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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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