SureCare (Newcastle & North Tyneside)

The Grainger Suite, Dobson House, Regent Centre, Gosforth, Newcastle upon Tyne NE3 3PF
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Top 20 award
9.8 59 Reviews
  • SureCare (Newcastle & North Tyneside), Newcastle upon Tyne
SureCare Newcastle and North Tyneside is a high-quality, family run home care provider, based in Newcastle, delivering person-centred care to all its service users throughout Northumberland, North Tyneside & Newcastle Area. Set with a clear aim, to become a leading care provider in the North East.

Helping those who want to remain independent at home (quality of life) or go out into their local community (activities of daily living), providing care for all stages of life's journey.

SureCare Newcastle and North Tyneside have a robust recruitment process all aimed around the agencies values: independence, respect, dignity, trust, reliability and commitment. Successful candidates are enhanced DBS and reference checked, before undertaking their bespoke training based on the candidate’s current capability’s.

Electronic care plans and appropriate assessments are created for service users by experienced office staff, who treat all involved in creating a care package with dignity and respect.

Regular checks of the plan are carried out by quality officers, who work in partnership with all those, chosen to be involved.

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Care Provided by SureCare (Newcastle & North Tyneside)

  • 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
  • Transportation 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
  • Sarah Armstrong (Registered Manager)

Funding & Fees Guide for SureCare (Newcastle & North Tyneside)

  • Prices

  • Fees depend on the service and the length of service you require.
    Give us a call or email to discuss fees further.

SureCare (Newcastle & North Tyneside) Reviews (59)

Total of 59, showing 21-40
9.8

SureCare (Newcastle & North Tyneside) has a Review Score of 9.8 (9.841) out of 10, based on 14 reviews in the last 2 years. Over all time SureCare (Newcastle & North Tyneside) has 59 reviews.

Overall Experience

  • 43
  • 14
  • 1
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  • 0

Date Published

59
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Review from C A (Son of Client) published on 18 February 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Both Mam and I think the girls are brilliant. Love them to bits. They talk to Mam. Put things away properly. Wash dishes properly, not just rinsed. These are the best girls and care company we have had. Can't fault anything. Caring staff in the main office. Caring girls!

Reply from SureCare Newcastle & North Tyneside, Registered Manager at SureCare (Newcastle & North Tyneside)

Thank you so much for this feedback; we are glad we have exceeded your expectations. It is a pleasure supporting your Mam in her own home.


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Review from D C (Son of Client) published on 18 February 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The Surecare team are brilliant, from the office staff, and most importantly, the carers who look after both my parents. The home carers go the extra mile on a regular basis and cannot applaud them enough. They feel like they have become part of the family.
The office staff also do an excellent job,
keeping in regular touch, and most recently supporting me in getting the council to swiftly implement changes to care arrangements to meet my dads changing needs.
I wish we were paying them directly as the council just seem to put a spanner in the works.

Reply from SureCare Newcastle & North Tyneside, Registered Manager at SureCare (Newcastle & North Tyneside)

Thank you for such kind words. I am glad you also feel supported by our team as that is also important to us. It is a pleasure supporting both your mum and dad to enable them to stay together in their own home.


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Review from Joy T (Daughter of Client) published on 14 February 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent service from competent workers, always on time and respectful. My mother has the same team of carers coming in, which makes for a consistent set-up. This means that my mother gets to know her carers and can identify with them. The team are very organised and professional, and everything is
done according to mother’s wishes. They engage my mother totally in every aspect of her care and treat her with respect and dignity.

Reply from Sarah Armstrong, Registered Manager at SureCare (Newcastle & North Tyneside)

Thank you for your amazing feedback; we are so proud of our amazing team. It is a pleasure to support your mother in her own home.


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Review from Juliet G (Daughter of Client) published on 27 April 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum has received not only excellent professional care from SureCare Staff but it is clear that they really care about their clients. My mum has dementia so the psychological aspect of care is just as important as the physical. The carers are both well trained and conscientious. They make a real effort
to get to know my mum and they really brighten her day, every day.
The office staff are happy and helpful and I always feel that I can ring them with changes and updates without worrying about it. All in all an excellent care company that I can highly recommend. Thank you.

Reply from SureCare Newcastle & North Tyneside, Registered Manager at SureCare (Newcastle & North Tyneside)

Thank you so much for your feedback. I am so proud of all our staff, they really do an amazing job, and hearing such feedback is always great to hear. Thank you, and thank you to your mum for using our services.


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Review from Mike T (Son of Client) published on 16 March 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

SureCare is in a different league from other home care providers in this area. From the friendliness and efficiency and proactiveness of the admin team to the compassion and kindness and dedication of the carers on the front line, SureCare is outstanding. We are very grateful for the way you are making
a difference in the quality of our mum's life. Thank you!

Reply from SureCare Newcastle & North Tyneside, Registered Manager at SureCare (Newcastle & North Tyneside)

Wow! Thank you so much for such amazing feedback. Our whole team work really hard to ensure the best service possible. It's a pleasure to be able to care for your mum.


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Review from John N (Son of Client) published on 12 March 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We had 4 care visits a day for a week, and so through that time had 6 or 7 carers visit my father. The carers were all excellent, and I was very impressed with their skills, and their approach to the job. They acted calmly but firmly and were able to ensure my father was safe, mobile and had his nursing
care needs are met. They also offered advice and reassurance to the whole family, which was very welcome.

Reply from SureCare Newcastle & North Tyneside, Registered Manager at SureCare (Newcastle & North Tyneside)

Thank you for the review, our care staff are always here to support the service user and also the family, as we understand it can be a challenging time for all involved. We pride ourselves on ensuring our staff are trained at the highest possible standard to ensure we meet the changing needs of those we support.


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Review from Anne P (Daughter of Client) published on 23 February 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

First-class care service, carers are professional, efficient and consistent in their provision of care. They truly care and want to do the best for their clients and some go the extra mile to ensure individuals are safe and well, sometimes doing so in their own time. We would highly recommend this company.

Reply from SureCare Newcastle & North Tyneside, Registered Manager at SureCare (Newcastle & North Tyneside)

Wow, thank you so much for such kind words. We are so proud of the work we are doing to support our local community.


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Review from Elaine W (Daughter of Client) published on 23 February 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I would not hesitate to recommend SureCare. A consistent approach is extremely important, and we would love to have Mums main carer as often as possible, as she has built a rapport with Mum who has dementia. Mum looks forward to days when her main carer is coming as she is now her friend, and this gives
peace of mind to the family. Meals are prepared for Mum, which is fabulous. Some carers go above and beyond and always just get on with things and do what needs to be done. Even putting washing in and hanging laundry up. This is great, as Mum has no idea what she needs them to do. It’s nice that they don’t all just do the bare minimum and try to get in and out as quick as possible.

Reply from SureCare Newcastle & North Tyneside, Registered Manager at SureCare (Newcastle & North Tyneside)

Thank you for such great feedback, providing a high standard of care is so important to us. I am glad this gives you peace of mind. We truly do have such an amazing team, so nice to hear such positive comments, thank you very much.


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Review from T W (Husband of Client) published on 15 February 2021
Submitted via Website • Report

Overall Experience  Overall Experience 3.0 out of 5

The carers were fantastic, the management were terrible. My wife was with them for over a year and, the time of evening visits was kept being pushed back and when asked to change to an earlier time, was told it was not possible. I found out later that they were taking on new service users which pushed
her to the back of the queue for visits. Needless to say, we have moved to a company that could give us the times required.

Reply from SureCare Newcastle & North Tyneside, Registered Manager at SureCare (Newcastle & North Tyneside)

I would like to thank you for your feedback regarding our care workers. I am sorry to hear you felt disappointed by management as we pride ourselves on providing a good service and exceeding expectations. We were open and transparent throughout with all parties involved including social worker who was involved and aware any bookings made was within the guidelines agreed as part of contractual agreement with the council. Timing is important to us that is why we calculate each visit according to google maps to ensure the correct traveling time is given and visits carried out to a high standard. We understand circumstances may change and different times may be required, we like to be open and honest and if that time is not available, we would not make any promises and communicate to you throughout.


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Review from Derek L (Husband of Client) published on 18 January 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

In general, carers are very good and, in particular, a small group are excellent - showing care and individual interests in clients.

Reply from SureCare Newcastle & North Tyneside, Registered Manager at SureCare (Newcastle & North Tyneside)

Thank you for your feedback, recruiting the right staff and ensuring staff are trained to a high standard is really important to us. It is a pleasure supporting your wife in your own home.


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Review from I G (Client) published on 7 December 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My concern is mainly for very tired care workers, long hours, eg. 6.30 am and 10.30 pm or working through meal breaks and then carrying on with later tasks. Although office staff are supposed to work as care workers if absences, rather than extra work for those available - sometimes with wide areas
to cover.

Reply from SureCare Newcastle & North Tyneside, Registered Manager at SureCare (Newcastle & North Tyneside)

Thanks for your feedback, all our rotas are created so staff have adequate breaks throughout the day and our rotas are completed to staff's availability they provide and desired hours they are willing to work. We carry out surveys and monitoring with staff to ensure they are happy with the rota they are working and have created a culture which staff can ring the office with any concern. Our office staff are there to support if we are unable to cover as a contingency, however, we try to ensure work is covered by care staff to ensure safe delivery of service ensuring all aspects of the business is able to continue. If you would like more detail or like to discuss this please contact the office as we value all input for all who use our services and our care team.


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Review from Deborah M (Daughter of Client) published on 19 October 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The care given and the understanding of my mothers needs by the carers has been excellent. The compassion and the skill they have to engage my mother is amazing. Our family believe this is the right choice for our mother. Thank you SureCare.

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Review from Marian H (Client) published on 15 September 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I was very impressed with the service I received from SureCare during my two-week stay in the North East from start to finish. My needs were carefully assessed as soon as I contacted SureCare to request their services. When I arrived for my holiday, someone from SureCare came to check on the equipment
available and to put in place a detailed care plan. This worked to perfection. The carers always arrived on time and were thoroughly reliable, but they never rushed me and even stayed beyond their allotted time. The carers were kind, attentive, patient, professional and utterly competent. I grew very close to some of them and would recommend SureCare without hesitation.

Reply from SureCare, Registered Manager at SureCare (Newcastle & North Tyneside)

Thank you for such kind words, it was a pleasure putting this together for you so you could come to the North East and enjoy your holiday. I am pleased you have a great experience with us as we try to ensure all service users have the best care possible. Thank you again for using our services and if you are ever back in the North East do not hesitate to contact us.


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Review from Brian R (Client) published on 3 September 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Great service, lovely carers who are efficient and like to have a laugh. SureCare has stayed with us all the way through lockdown, we know there a lot of people who need carers who have lost them in these strange times, due to isolation and shielding, but SureCare has never let us down.

Reply from SureCare Newcastle & North Tyneside, Registered Manager at SureCare (Newcastle & North Tyneside)

Thank you Brian for your kind words, I am glad you are happy with the service you are receiving. Our aim through this pandemic was to ensure we continue to provide a safe and efficient service and I am glad to hear we have succeeded in those goals. We truly do have a great team of care staff who have been outstanding throughout this pandemic. Thank you for your continued support to SureCare Newcastle & North Tyneside.


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Review from K M (Daughter of Client) published on 24 June 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Since SureCare has started assisting with the care of my Dad, my family and I have been very happy with their support. My dad is consistently treated with care, dignity, and respect and they have made the world of difference to his quality of life. Thank you.

Reply from SureCare Newcastle & North Tyneside, Registered Manager at SureCare (Newcastle & North Tyneside)

Thank you for such kind words; I am glad the carers are supporting your dad to a high standard and are improving his quality of life, thank you so much for your feedback.


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Review from R R (Son of Client) published on 24 June 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

SureCare look after my mam with dignity and respect. Since they have started, all the care workers have cared and looked after my mam excellently.

Reply from SureCare Newcastle & North Tyneside, Registered Manager at SureCare (Newcastle & North Tyneside)

Thank you for such kind words; I am really pleased carers are looking after your mother to a high standard. Thank you for your feedback.


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Review from Victoria W (Daughter of Client) published on 11 June 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have extensive experience in health and social care and worked in the sector for many years. Without question, SureCare have exceeded my very high expectations. The staff have managed a very complex situation very well. All have shown compassion, respect and empathy. Their communication has been excellent.
Both the quality manager and all staff have been very professional and all of the required checks and balance were in place. Thank you.

Reply from SureCare Newcastle & North Tyneside, Registered Manager at SureCare (Newcastle & North Tyneside)

Thank you Victoria for such kind words, I am glad the team managed to meet such high expectations and it was a pleasure working with your mum.


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Review from S A (Daughter of Client) published on 4 June 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

All carers are absolutely brilliant, and can't do enough for you.

Reply from SureCare Newcastle & North Tyneside, Registered Manager at SureCare (Newcastle & North Tyneside)

Thank you for the review, I am so pleased you are happy with the care we are providing for your mother. It is a pleasure supporting your mother and all the staff feel it is a joy to visit the whole family.


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Review from C B (Sister of Client) published on 18 May 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The care that has and is being given to my brother, since March 2020, has been fantastic. His every need is taken care of. Carers are kind, considerate and loving towards him. My mum has felt incredibly supported in the home since his return from a long hospital stay. Staff are flexible and able to
follow the care plan and directions from my mum as and when needed as she lives with my brother who is profoundly disabled. Mum has been very grateful given the current circumstances with Covid-19 that staff have been willing and able to still support.

Reply from SureCare Newcastle & North Tyneside, Registered Manager at SureCare (Newcastle & North Tyneside)

Thank you for such kind words, we are extremely happy to hear that your brother is receiving a great service and your mother feels supported. Thank you for your feedback, we are always willing to receive all feedback so we can continually improve our services.


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Review from E M (Client) published on 11 December 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

In the 18 months, I have been with SureCare I have received excellent service. The standard of care given is very high. The carers are very polite, courteous, professional and prompt. If delayed they always ring. All the carers without exception have been caring, kind and sensitive to my needs. I would
not hesitate in recommending them all day every day.

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Current Review Score: 9.8 (9.841)

Overview of Review Score

The Review Score of 9.8 (9.841) out of 10 for SureCare (Newcastle & North Tyneside) 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 14 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 14 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 4.841 for SureCare (Newcastle & North Tyneside) is calculated as follows: ( (69 Excellents x 5) + (13 Goods x 4) ) ÷ 82 Ratings = 4.841

  • 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 SureCare (Newcastle & North Tyneside) is based on 14 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: 17 Jul 2019

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.

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Awards / Recognitions (6)

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