HRM Homecare Services - Central West

75 London Road, Kilmarnock KA3 7BP
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9.6 62 Reviews
  • HRM Homecare Services - Central West, Kilmarnock
HRM Homecare Services is an award winning provider of care and support, caring for people in Scotland for over 20 years. Their aim is to enhance quality of life by providing personalised care & support.

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Care Provided by HRM Homecare Services - Central West

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • Alcohol Dependence (past or present)
  • Call in Service
  • Cancer Care
  • Cleaning Service
  • Companionship
  • Dementia
  • Domestic Services / Home Help
  • Drug Dependence (past or present)
  • 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+)
  • Home Care for Children
  • Hospital Discharge
  • Personal Care (on a contracted hours basis)
  • Personal Care Assessments
  • Risk Assessments in the Home

Good to Know

  • Person in charge
  • Diane Tinline (Manager)

Funding & Fees Guide for HRM Homecare Services - Central West

  • Prices

  • From £26.76 per hour or £18.95 per half hour

  • Dependent on the complexity of needs.

HRM Homecare Services - Central West Reviews (62)

Total of 62, showing 41-60
9.6

HRM Homecare Services - Central West has a Review Score of 9.6 (9.634) out of 10, based on 25 reviews in the last 2 years. Over all time HRM Homecare Services - Central West has 62 reviews.

Overall Experience

  • 41
  • 13
  • 6
  • 1
  • 1

Date Published

62
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14
25
37

Review from E C (Wife of Client) published on 17 January 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Consistent staff who are very caring, efficient and dependable.

Reply from Claire Graham, Service Manager at HRM Homecare Services - Central West

Thank you for the lovely review. I will pass this on to the staff.
Best wishes


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Review from E R (Client) assisted by family/friend published on 13 December 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Service allowing me to stay independent at home. care Staff have shown compassion and respect.

Reply from Claire Graham, Service Manager at HRM Homecare Services - Central West

Thank you for your lovely review. I will pass this onto the staff.


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Review from Kenny M (Husband of Client) published on 22 September 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My wife receives the care which is highly satisfactory. All staff are efficient, caring and professional. As with all businesses, some staff are that bit better than others but all are satisfactory.

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Review from Margaret C (Daughter of Client) published on 17 September 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am extremely happy and grateful for the service and care my mum receives. The staff are caring, helpful and often go above and beyond what is required of them in difficult circumstances. I have nothing but praise and admiration for them. The admin and management team are also very helpful and responsive.

Reply from Heather Weir, Team Manager-Referrals and Assessments at HRM Homecare Services - Central West

Thank you very much for your positive feedback, it is much appreciated. HRM are delighted to provide your mother with the best care possible.


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Review from E M (Client) published on 17 September 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Due to my leg being in a full cast I needed help with personal hygiene (washing, dressing etc). The girls who came to the house treated me with respect and dignity. They were very friendly and attentive towards me. They always made sure my needs were met. They always checked the door was locked and
returned the key to the key safe.

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Review from Bridget H (Daughter-in-law of Client) published on 29 July 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My experience has been extremely positive and I have found the carers and the staff in the office to be very patient with my Mother in law, who does not respond well to being told what to do. I do appreciate all the effort made to try and get her to wash and change. Although she does not comply with
the carers I think she appreciates the compassion.

Reply from Marion Elder, Business Support and Improvement at HRM Homecare Services - Central West

Thank you for your feedback, we all appreciated it and also thank you for your insight into our working environment. It is a pleasure to support your mother-in-law.
Kind Regards, Marion.


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Review from Rena M (Wife of Client) published on 8 July 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

All great staff who have attended to my husband, he is satisfied with this service.

Reply from Suzette Lewis, Operations Manager at HRM Homecare Services - Central West

Rena, thank you for the review, we are delighted to be able to provide your husband with a high standard of care, your feedback is very much appreciated
kind regards.


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Review from D T (Client) published on 26 January 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I am very happy with the service. The team could not be more helpful and are always ready to do anything that's needed or call and make sure all is well.

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Review from G L (Client) assisted by family/friend published on 2 December 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been using HRM Homecare Services for the last year. The team is excellent looking after my personal care. Very pleasant and caring. Could not do without them.

Reply from Sandra Auld, Ast. Service Manager at HRM Homecare Services - Central West

Thank you so much for taking the time to complete this positive review. Your comments will be passed on to your care team.


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Review from E F (Client) published on 18 November 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Timing not reliable. Never know when the carers are coming and I have said before, would be better knowing more reliable time within half an hour of the stated time, if it is possible, and the same staff. Thank you all.

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Review from S T (Husband of Client) published on 14 July 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The carers are fantastic, but the management sends them very late in the morning. The carers usually come at 11 am - 11.30 am. This is not satisfactory as my wife likes to sit outside in the good weather.

Reply from Sandra Auld, Ast. Service Manager at HRM Homecare Services - Central West

We are sorry that your preferred call time is not available at the moment. Our managers are aware of this and you have been placed on our Priority Waiting List. As soon as an earlier time slot becomes available, the manager will be in touch.


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Review from C H (Client) published on 29 June 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 2.0 out of 5

I am really happy about my carer that I got at this time; she is very helpful all the time.

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Review from Carol Y (Daughter of Client) published on 19 June 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We are very pleased with the care provided for our mother and the respect shown to her by the carers that attend to her. We feel comfortable knowing that she will be treated well during their visits. The company is very accommodating to the needs of our mum.

Reply from Sandra Auld, Assistant Service Manager at HRM Homecare Services - Central West

Thank you for taking time the to leave such positive feedback. HRM staff are always proud of the support they provide. It is lovey for the staff to hear that their care and support is appreciated and acknowledged.


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Review from Sandra L (Wife of Client) published on 30 March 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

My husband always has great reviews. We put our concerns across, and they are always adhered to as we feel this is the only chance we get for things to be dealt with. Have complained about telephone communication and the telephone manner is outrageous. Brought it up again as something seriously has
to be done.

Reply from Suzette Lewis, Operations Manager at HRM Homecare Services - Central West

Dear Sandra,


Thank you for your review, HRM welcomes your comments. This helps us to evaluate our services and gives us the opportunity to resolve and implement new measures to ensure that our customers continue to be satisfied with our services.
Your participation is fundamental to our progress, and we will endeavour to resolve any concerns that you have with a full and thorough investigation into your dissatisfaction.
I appreciate this is a worrying time for everyone, and I hope you and your husband are well during this period of Covid-19.


Kind regards,
Suzette Lewis


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Review from Christine L (Daughter of Client) published on 30 January 2020
Submitted via Website • Report

Overall Experience  Overall Experience 3.0 out of 5

Service is generally good although consistency of carers would help. Communication not always great ie carers now using an app and was not informed of this until the latest review.

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Review from J G (Husband of Client) published on 20 August 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Punctuality much improved. Carers vary in standard but all satisfactory, there a few who are excellent.
Generally, carers were tidy on completion of duties. Answers reflect average standard of carers.

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Review from Cora K (Wife of Client) published on 24 March 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

Good rapport with all the carers.

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Review from George C (Son of Client) published on 17 January 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have found the majority of staff go above and beyond to provide the best service for my mother. All staff are very polite and respectful.

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Review from Michael Gerrard M (Client) assisted by family/friend published on 3 January 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

The review was helpful. I was able to discuss my issues and all issues were noted.

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Review from H C (Daughter of Client) published on 20 December 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Pleased with the service from HRM. The girls are all pleasant and chat to my mum which she enjoys.


If there is an issue, it would be the variation of the time of the visit, but I understand that it is not possible to come at the same time. If they are going to be later than an hour, a call would

be helpful.

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Current Review Score: 9.6 (9.634)

Overview of Review Score

The Review Score of 9.6 (9.634) out of 10 for HRM Homecare Services - Central West 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 25 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 24 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 4.634 for HRM Homecare Services - Central West is calculated as follows: ( (110 Excellents x 5) + (27 Goods x 4) + (3 Satisfactorys x 3) + (5 Very Poors x 1) ) ÷ 145 Ratings = 4.634

  • 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 HRM Homecare Services - Central West is based on 24 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 Inspectorate (CI) Rating

Date: 22 Feb 2023

How well do we support people's wellbeing? Very good

(5)
How good is our leadership? Good

(4)
How good is our staff team? Good

(4)
How good is our setting? Not Assessed

(0)
How well is care and support planned? Very good

(5)

Care Inspectorate is responsible for the registration and inspection of social care services in Scotland.

View Latest Report

Awards / Recognitions (9)

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Meet the Team (6)

Lynn

Lynn Laughland

Job Title: Chief Executive Officer

Joined: 1994

Lynn is the Chief Executive Officer of HRM Homecare Services.


She founded HRM Homecare Services in 1994. Lynn’s focus has always been her children and as such, she named the company after them (HRM -Heather, Russell & Mhairi). Supporting others was the kernel for the creation of the business in 1994 and an ethos of compassionate care and support remains the principal driver of all aspects of HRM’s service delivery today.


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Diane Tinline

Job Title: Managing Director

Diane is the Managing Director at HRM Homecare Services.


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Anna Houston

Job Title: Director

Anna is one of the Directors at HRM Homecare Services.


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Marion Elder

Job Title: Director

Marion is the director of Business Support and Improvement at HRM Homecare Services.


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Susie Lewis

Job Title: Operations Manager

Susie is one of the Operations Managers at HRM Homecare Services, looking after Central West and South Lanarkshire.


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Louise Mitchell

Job Title: Care Officer

Louise of one of the Care Officers at HRM Homecare Services.


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