Key 2 Care Ltd T/A Derbyshire Care Services

Unit 1 Derwent Park, 214 - 216 London Road, Derby DE1 2SX
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9.6 22 Reviews
  • Key 2 Care Ltd T/A Derbyshire Care Services, Derby
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Care Provided by Key 2 Care Ltd T/A Derbyshire Care Services

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • Alcohol Dependence (past or present)
  • Cleaning Service
  • Companionship
  • Dementia
  • Domestic Services / Home Help
  • Drug Dependence (past or present)
  • Food Preparation & Serving
  • High Dependency Care, two carers attending
  • 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
  • Sarah Kingsley (Registered Manager - Community Outreach and Home Care)

Funding & Fees Guide for Key 2 Care Ltd T/A Derbyshire Care Services

  • Prices

  • £24.50 per hour
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Key 2 Care Ltd T/A Derbyshire Care Services Reviews (22)

Total of 22, showing 1-20
9.6

Key 2 Care Ltd T/A Derbyshire Care Services has a Review Score of 9.6 (9.630) out of 10, based on 8 reviews in the last 2 years. Over all time Key 2 Care Ltd T/A Derbyshire Care Services has 22 reviews.

Overall Experience

  • 13
  • 7
  • 1
  • 1
  • 0

Date Published

22
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0
8
14

Review from A R (Son of Client) published on 1 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Key 2 Care provided a responsive, caring and efficient service to my father right up to the last time they visited him. At all times they ensured his needs were being met and even though he could be demanding (due to PD-related Dementia), they kept his dignity at the forefront of his care.
The years
of experience of the agency and the staff base were more than evident each time he would become agitated or confused.
As someone who worked full-time, it was reassuring to know he was in good hands.
Thanks to all the staff and management for a sterling service.

Reply from Sarah Kingsley, Registered Manager at Key 2 Care Ltd T/A Derbyshire Care Services

Thank you so much for taking the time to review services delivered during 2023 by Derbyshire Care Services, which was commissioned privately via Direct Payment.
It was a pleasure to support you and your family, your feedback is highly appreciated by our whole team and assists us in evaluating the ongoing delivery of high-quality services to people across Derby and Derbyshire. This is also excellent feedback for our team's approach to people living with Dementia, assisting us in focusing our continuing professional development pathways via the suite of training and qualifications delivered by our in-house registered training academy. Thank you so much.


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Review from Paula S (Daughter of Client) published on 12 February 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Key 2 Care have been caring for Mum since 2022, and the carers all deserve medals. Mum is a challenge; she has MH and memory problems. Some days, she can be very rude, aggressive and even abusive. I'm really impressed by how the carers have coped with that and also still treated Mum with dignity and
compassion (which to be honest, I can't do. They are better with her than I am). They also take time to do extra things to help her. Unfortunately, she often won't cooperate, but I really appreciate them trying. One issue I'd like to bring up is communication. I read the app entries every day and speak to carers on the phone. This is how I get my information. A few times, I've emailed management, but not received a reply, and had to discuss the issues directly with the carers, who are very helpful, informative and suggest lots of ways to improve her care. I would like more communication and support from management for both myself and the carers. I live abroad, so can't comment on value for money.

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Review from Carol A (Partner of Client) published on 23 November 2023
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Very pleased with the service my partner receives in his morning call, 7 days a week. The carers are all respectful, courteous, thorough and efficient. Time keeping is excellent and if any calls have been late I’ve telephoned and got an explanation.

Reply from Holly Mohamed, Registered Manager at Key 2 Care Ltd T/A Derbyshire Care Services

Thank you so much for your kind words. I will be sure to feed this back to the team. Many thanks, Registered Manager.


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Review from Neil W (Client) published on 23 November 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

All the staff are easily approachable when queries arise, problems are easily resolved. Carers are always professional and prompt when timekeeping is requested. The office staff are also approachable when calls are made.

Reply from Holly Mohamed, Operations Director at Key 2 Care Ltd T/A Derbyshire Care Services

Thank you very much for your lovely comments. We are so happy to hear of your positive experience with Key 2 Care.


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Review from Stephen F (Brother of Client) published on 23 November 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The carer always informs me of any problems with my sister. The carers and managers are an asset to a good company. Also, very supportive if problems crop up; I can always phone the carers if I need things changed or done - they are very friendly. It was very difficult in the beginning as my brother,
who also receives care from this company, wouldn’t accept the carers; he would say I am OK, but the carers worked with him, and then he accepted the care package, and I am pleased with the way the carer and supervisors treated my brother.

Reply from Holly Mohamed, Operations Director at Key 2 Care Ltd T/A Derbyshire Care Services

Thank you for your wonderful review of Key 2 Care. We are so pleased to hear of your positive experiences.


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Review from Diana M (Wife of Client) published on 22 November 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We have had carers since October 21 and mainly the same five who know husband and how to deal with him Monday to Saturday. Sunday is when problems happen because he gets people who don't know what they are doing and don't read logs etc. It would also be good to meet management occasionally and have
the phone answered promptly and a care rota would be useful.

Reply from Holly Mohamed, Operations Director at Key 2 Care Ltd T/A Derbyshire Care Services

Thank you for your honest feedback, I will pass your feedback on to the Derby team. Many thanks, Operations Director.


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Review from M B (Wife of Client) published on 17 April 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband received care from Derbyshire Care Services for a period of a year until he sadly passed away. I am very grateful for the care he received from regular and consistent carers to support him with all aspects of his needs which were person-centred. All the staff were observant and if there were
any concerns with his health they would report to me and the family. All staff attending were caring and very respectful and my husband enjoyed the companionship of the carers as they were able to interact with him in his mother tongue (Punjabi) which gave me respite and reassurance that my husband was in safe hands.
Regular phone calls were provided from the office to check in to see if things are running smoothly.
Overall we had excellent service provided from Key 2 Care.

Reply from Sarah Kingsley, Registered Manager at Key 2 Care Ltd T/A Derbyshire Care Services

Thank you for taking the time to review the service we have provided to your loved one. We are extremely pleased that you have had such a positive experience, and that we have been successful in providing culturally appropriate and person-centred care and support, as this is something we are very passionate about at Key 2 Care.


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Review from A A (Daughter of Client) published on 17 April 2023
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Mum has been a client of Derbyshire Care Services for a few years. Truthfully, the initial years were very challenging due to inconsistent standards including unprofessional practice, low quality of care by individuals towards Mum, also disrespect of her property.
Practices challenged, advocating for
Mum as required. Happy to say - all issues in relation to unsafe, unkind, unprofessional, unhygienic, uncaring and any other negative category have been addressed proactively and decisively. Decided with Mum not to initially remove her from this care agency because of a handful of carers who perform to excellent standards with complete kindness. Mum feels completely safe now (according to review guidelines I cannot name individuals).
My voice in relation to significant concerns has been fully heard by the team leaders, quality managers, senior carers and the senior manager.
Appropriate, proactive changes have been made. Training given. Standards are now high.
Mum's care now is the best.
Thank you.

Reply from Sarah Kingsley, Registered Manager at Key 2 Care Ltd T/A Derbyshire Care Services

Thank you for your very honest feedback and appraisal of your experience of the many service improvements we have made. We are over the moon to hear that the proactivity and our listening and learning culture is having such a positive effect. Thank you for taking the time to review our service as your feedback and partnership is very important to us for our cycle of quality assurance.


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Review from L S (Daughter of Client) published on 21 March 2023
Submitted via Website • Report

Overall Experience  Overall Experience 2.0 out of 5

Ridiculous service, poor communication from staff and emergency out-of-hours. Calls are hours late. Constant excuses, carers always seem overworked and are exhausted by tons of calls and as a result, are rough and rush my mother who is disabled and mobility is slow. Overall shocking, will definitely
be moving care services after every complaint or plea for better help nothing changes.

Reply from Sarah Kingsley, Registered Manager at Key 2 Care Ltd T/A Derbyshire Care Services

Thank you for taking the time to write us a review.
As you and your family are aware, we have been working hard to resolve and action your concerns in line with our company complaints process. If you would like to discuss your concerns further, please do not hesitate to contact me at our Derby Office.


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Review from Liz T (Daughter of Client) published on 13 September 2022
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My parents both have dementia, the care they receive from their regular carers is of a high standard, tailored to their needs and they go over and above in the thoughtful way they deliver the care. When unfamiliar carers are sent and come at the wrong times it's confusing and distressing for parents
as they need stability familiarity and routine. We are never informed of changes in carers, or when they are going to be late, despite requesting that we are told on numerous occasions. Regular carers have left suddenly, it would be good if we were told so that we can break it to our parents in an appropriate way, rather than people they are very familiar with just disappearing. There seems to be a lack of communication between carers and management quite regularly. The on-call phone response is what's the emergency, a very strange response for a care company who aren't emergency services! Overall we are very happy with our parents' care from their regular carers, management not so much.

Reply from Holly Mohamed, Head of Domiciliary Care at Key 2 Care Ltd T/A Derbyshire Care Services

Thank you for your honest review. Your comments have been passed to the Registered Manager, who will be in touch to discuss your concerns.
Many thanks - Holly.


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Review from Raymond M (Client) assisted by family/friend published on 2 February 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

We have been with our present carers since October 21, and have had excellent care and service, and they have been helpful, curtious and prompt at all times.

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Review from M D (Wife of Client) published on 12 June 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

Carers are very supportive and care for my husband with care and dignity. They can sometimes be late but this is not their fault - it is because they have been given extra calls by their manager. I feel management should ring and advise their clients if they have made changes to their carer's timetables,
instead of the carers having to tell the clients when they arrive.

Reply from Phill Mason, Business Manager at Key 2 Care Ltd T/A Derbyshire Care Services

Thank you for your comments - the whole purpose of asking for reviews isn't to get a high score, but to find out what areas we can improve on! We value your feedback and will aim to be better in the areas that you've highlighted. We appreciate you taking the time to provide us with your review of our services, and we will pass on your positive comments about the care workers to them.


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Review from J C (Granddaughter of Client) published on 2 June 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Over the past two years, my nan used 3 different care agencies, but this one without a shadow of a doubt is the most compassionate of them all. The carers arrive on time, of course, but when they do they genuinely go above and beyond to ensure that my nan is not only cared for but also entertained -
I've walked in on a sing-along once before! Credit where credit is due - you are all fantastic, thank you!

Reply from Holly Mohamed, Registered Manager at Key 2 Care Ltd T/A Derbyshire Care Services

Thank you so much for your lovely words. Our carers are absolutely fantastic and we will be so happy to pass on your compliments to them.


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Review from R A (Client) published on 29 May 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am generally pleased with the good level of care with some staff prepared to help even further. I had some pressure sore problems and even the district nurse said how well I was being looked after. Always considerate and pleasant.

Reply from Holly Mohamed, Registered Manager at Key 2 Care Ltd T/A Derbyshire Care Services

Thank you for taking the time to review our service. We will be sure to pass your comments on to your care team.


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Review from S D (Husband of Client) published on 19 May 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Reliable, consistent, friendly service. Always meeting my wife's needs

Reply from Phill Mason, Business Manager at Key 2 Care Ltd T/A Derbyshire Care Services

Your kind words are appreciated, thank you. We're glad to be able to provide the service that you need and expect.


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Review from B D (Husband of Client) published on 18 May 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Although as of today it is only five weeks since my wife returned home, the service and dedication provided by the two people who attend my wife (alternately), separately the dedication, attitude to duty, and participation are extremely outstanding and impressive. My views have been expressed to each
of the carers. They are a credit to Key 2 Care Ltd. Equally important their attention and support of and for my wife are most noticeable when attending to her needs and disposition. I sincerely hope they will be able to attend for her needs for a very long time in the future.

Reply from Holly Mohamed, Registered Manager at Key 2 Care Ltd T/A Derbyshire Care Services

Thank you so much for your kind words. We will be sure to pass your compliments on to the carers.


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Review from G M (Client) assisted by family/friend published on 15 May 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The people involved in my care are kind, helpful, considerate and very respectful. It would be very difficult for me without their help.

Reply from Phill Mason, Business Manager at Key 2 Care Ltd T/A Derbyshire Care Services

Thank you for your positive review, and we're so glad our care team meet your needs and that you're happy with them. We'll pass on your kind comments!


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Review from G T (Partner of Client) published on 15 May 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The staff are always obliging, courteous and helpful. They often have to perform unpleasant tasks, but do so efficiently without complaining. The carers exercise due care and attention in lifting/supporting my disabled partner and are gentle, kind and supportive towards her.

Reply from Phill Mason, Business Manager at Key 2 Care Ltd T/A Derbyshire Care Services

Thank you for your kind comments about our care team. We're so proud of what they do - your feedback is very much appreciated!


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Review from C B (Client) assisted by family/friend published on 14 May 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The care provided is excellent. I am always well looked after by all the carers that come to help me. The management team always helps me; they are so helpful. If I want to change times, I have never been refused, Derbyshire Care Services are top-class.

Reply from Holly Mohamed, Registered Manager at Key 2 Care Ltd T/A Derbyshire Care Services

Thank you for your kind words. I am so pleased that we have been able to support you when making changes to your service.


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Review from C C (Client) published on 14 May 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Ket to care, the care ladies who come to look after me are kind, caring, wonderful great workers who are never rude. Always ready to hep and good to my family.
The office staff who answer the phone are very kind, helpful and friendly when I call them.

Reply from Holly Mohamed, Registered Manager at Key 2 Care Ltd T/A Derbyshire Care Services

Thank you very much for your comments; we are very proud of our staff team.


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Current Review Score: 9.6 (9.630)

Overview of Review Score

The Review Score of 9.6 (9.630) out of 10 for Key 2 Care Ltd T/A Derbyshire Care Services 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 8 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.8 out of 5 from 8 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 4.830 for Key 2 Care Ltd T/A Derbyshire Care Services is calculated as follows: ( (41 Excellents x 5) + (4 Goods x 4) + (2 Satisfactorys x 3) ) ÷ 47 Ratings = 4.83

  • 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 Key 2 Care Ltd T/A Derbyshire Care Services is based on 8 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 = 4.8

  • 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: 22 Jan 2021

Overall
Requires improvement

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Requires improvement

  • Well-led

    Requires improvement

Care Quality Commission is responsible for the registration and inspection of social care services in England.

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Awards / Recognitions (1)

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Frequently Asked Questions about Key 2 Care Ltd T/A Derbyshire Care Services

What Type of Services does Key 2 Care Ltd T/A Derbyshire Care Services offer?

Key 2 Care Ltd T/A Derbyshire Care Services offers Home Care.

How many Carers does Key 2 Care Ltd T/A Derbyshire Care Services employ?

Key 2 Care Ltd T/A Derbyshire Care Services employs 160 carers.

Information on this page is displayed without responsibility for its accuracy on the part of homecare.co.uk. Please contact Key 2 Care Ltd T/A Derbyshire Care Services to verify any information. View our terms and conditions. Key 2 Care Ltd T/A Derbyshire Care Services has a Basic Service – more info.