Home Instead (Hereford)

Rural Enterprise Centre, Vincent Carey Road, Hereford HR2 6FE
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Top 20 award
10 31 Reviews
  • Home Instead (Hereford), Hereford
Home Instead Hereford is part of the national Home Instead office group, which has over 250 offices nationally, with nearly 40% rated Outstanding by the CQC, compared to a sector average of just 5%. Their core service offerings are companionship, home help, and personal care, with a big emphasis on individual, person-centred care which enhances the quality of life for its older people, so all care support is highly-personalised.

Care Professionals are recruited primarily for their high personal values and are trained in doing so much more than simple, but very important, care tasks, focusing on the genuinely caring relationship with its Clients, alongside the practical tasks of care. Awarded the Princess Royal Training Award, they offer City & Guilds-assured training in Dementia and End-of-Life care and are the only homecare provider to have this accreditation.

If Clients are able to leave their homes, then the care will include, at the Client's choice, doing all the things which Clients enjoy, or used to enjoy, doing, but now with a little help. Knowing clients are receiving this person-centred care also gives family and loved ones great peace of mind, knowing those closest to them are being well cared for.

Very often, they become an extended member of the family, stepping in, as needed, for anything in the daily life of Mum or Dad. They also offer a range of technology which provides 24/7 assurance that Mum or Dad is OK, when there may be no-one else in their house, or technology which allows video calls with loved ones and sharing of photos.

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Care Provided by Home Instead (Hereford)

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • Call in Service
  • Cleaning Service
  • Companionship
  • Dementia
  • Domestic Services / Home Help
  • Food Preparation & Serving
  • 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
  • Personal Care (on a contracted hours basis)
  • Personal Care Assessments

Good to Know

  • Person in charge
  • Natalie Cooke (Director & Owner)

Funding & Fees Guide for Home Instead (Hereford)

  • Prices

  • Current fees (as of 1st April 2024) are £30.95 per hour 9 am to 6 pm Mon-Fri and £32.95 per hour at all other times apart from Bank Holidays prices, which are 50% higher (unlike many providers who charge double rates). Fees are at this level, very simply, based on what pay the care staff receive, to attract the very best people that can be found.


    Overnight Sleeps (10 hours) are £185 on weekdays and £195 at weekends.

  • The company pays good and market-leading rates of pay to care staff, to secure the best care staff available, in line with the premium and holistic care, which has allowed the team to grow very successfully, for the benefit of clients.

Home Instead (Hereford) Reviews (31)

Total of 31, showing 21-31
10

Home Instead (Hereford) has a Review Score of 10 (9.963) out of 10, based on 14 reviews in the last 2 years. Over all time Home Instead (Hereford) has 31 reviews.

Overall Experience

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Date Published

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Review from Stewart S (Son of Client) published on 7 July 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I'm located overseas but have the support of Home Instead to look after my elderly widowed mother who is keen to maintain her independence. I called up Home Instead and had excellent interaction with the key personnel at Home Instead when first investigating the support.
I quickly not only became
comfortable with their support but more importantly, so did Mum, to the point where she sees her carers as not just a key part of her support mechanism but as friends who can help her with whatever is needed as well provide a welcome and regular visitor. The evidence that the elderly do better in their own environment, as long as the necessary support is there, is a key reason for our using Home Instead but that has to be coupled with excellent standards of care and respect for those being cared for - I can honestly say that Home Instead tick these boxes for Mum but they also provide me with the comfort that we're doing everything we can for her to enjoy her sunset years.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Many thanks indeed, Stewart, for your very kind words - they mean a very great deal to all of us, including our care staff, of course, with whom we have shared your feedback. Your mum has become a fond favourite for us to support in her independence, particularly with one staff member, who has built a close bond with your mum, helping her to remain safe, in her own home, but also enabling her to get outside and do the things she loves doing, with a little assistance. It is also very important to us to provide peace of mind to sons and daughters, like you, and particularly when overseas and when travel has been so restricted during the Covid pandemic. Thank you again - it means so much to us to hear this heartfelt feedback.


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Review from David W (Son of Client) published on 14 May 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been impressed by the level of care provided by Home Instead. It has been a relief to be able to build confidence that everyone in the organisation is talking to each other, is caring, and is able to take the initiative with taking actions and raising concerns. They have been excellent at keeping
the family in touch with their experiences of my mother's health and general wellbeing.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

We are hugely grateful, David, for this very supportive and generous review, and thank you so much for taking the time to write it, reflecting our care of your mother over the last few months. Achieving peace of mind for sons and daughters is also a large part of what we set out to achieve in addition to providing great care and support for those you love. Being responsive, throughout the team, and empowering and training them to simply 'do the right thing' allows us to be both proactive for their better welfare, like wanting to go to church, but also reactive when unexpected things happen, at short notice.


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Review from M M (Client) published on 18 March 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I just want to say how very blessed I am to have been put in touch with Home Instead.
I had a vertigo attack, I am 81 and had 3 days in hospital. I moved home, I was confused from the move but the Carers have become my friends. The staff are really friends to me and enable me to go on living alone.
I actually feel loved and cared for in every aspect of my life. My big family who live mainly in the north are also very pleased that I have Carers who really care. Thank you the manager.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Dear MM, thank you so much for your very kind and supportive review. We love getting to know our Clients in a very personal way and so that we can maximise our time together, doing things which you greatly enjoy doing, by choice, whilst ensuring all of the things like home help and support with staying at home get done. We've loved seeing the welsh cakes, the pancakes, and the marmalade making! You are very dear to us and we love being thought of as 'family'


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Review from Pru M (Client) published on 15 March 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Everyone is really lovely and has a very high standard of care throughout, they all make us feel safe and cared for and they make us feel important and valued. They have helped us during a very hard time and continue to help us through the good times, they all feel like family to us and we love to see
them through the day.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Dear Pru, thank you so much for taking the time to write such a positive review, which is greatly appreciated and we will share this with all staff. Since we helped you home, just before Christmas 2019, it has been our utmost pleasure, delight, and privilege to support you and your husband to continue living in the comfort of your own home, whilst retaining as much independence as possible. You will know that our care staff are very fond indeed of both of you and it has been great to provide that continuity of support and to build a deep knowledge of your personal preferences, as an extended member of your family, and providing great reassurance to your daughters that Mum and Dad are well.


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Review from Ann K (Daughter of Client) published on 15 March 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother had lost confidence and mobility following a fall and a month in the hospital. Home Instead carers visit her at home several times a day and are always responsive to her needs and wishes. They have shown great kindness and patience whilst remaining always professional. Mum has made huge improvements
in mobility, confidence and general wellness under their care. I am always so impressed by the kindness of the management too - communication with them is always prompt and helpful, and their knowledge and experience in this field, along with their attention to detail over medications, is greatly appreciated. I would recommend them without reservation.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Dear Ann, thank you so much for your kind words, which mean a great deal to us all, and we share these with all staff involved. It has been the utmost privilege to bring your Mum home from hospital, after a month, following surgery. She has also made the most remarkable progress, from wanting a move to a care home to now building her confidence in walking again and with renewed optimism and zest for life, returning to her beloved apartment, surrounded by friends of old and the place she loves. Enabling her to have fish & chips again has been one of the highlights so far, along with her great progress in mobility and we look forward to helping her outside as the warmer weather arrives. At 95, age is absolutely no barrier and we just love 'bringing joy' to our older people, in a very personal way!


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Review from Amanda P (Daughter-in-law of Client) published on 8 March 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Needed emergency care for my Mother in Law as her health had suddenly declined, we travelled from the USA over the Christmas period during the pandemic which obviously was extremely stressful! We had a short period of time to sort out care, we came across Home Instead and they were so helpful and accommodating
from start to finish! The manager arranged to meet us and my Mother in Law and was very patient and understanding of my Mother in Law's needs. We were able to return to the US knowing that she was in capable hands. The carers were very professional and we were updated every day on her progress. If you want someone who treats you and the person needing the care like a human being with plenty of patience and empathy then would totally recommend Home Instead!

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Dear Amanda, we are so very grateful for you taking the time to write this review. One of the areas we work very hard on is speed of response, flexibility, and providing peace-of-mind to loved ones that they can entrust care of their loved ones to us, knowing that they will also receive details of every care visit via an app on their phone, wherever they are. Each client is very dear indeed to us and we always want to become an extended member of the family, able to do whatever is needed to enhance day-to-day life. We are very grateful indeed to you!


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Review from Matthew G (Nephew of Client) published on 20 November 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I contacted Home Instead on behalf of my relative with dementia. Like a lot of families in this situation, my relatives' health had deteriorated rapidly and we were at a crisis point. Home Instead were fantastic and had the capacity to implement care within two days of the first contact, something which
I would not have thought achievable. They took the time to build a picture of our family setup, as well as my relatives' history and life experiences so that the care she receives is as personal as possible. All of the care staff are friendly and easy to get on with and the management team are highly capable and knowledgeable. Home Instead have a phone app that relatives can use to get real-time updates on carers' visits. This brings massive peace of mind and we enjoy reading anecdotes of our relatives' day. I cannot thank the team at Hereford enough for their services and would highly recommend them to anyone.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Matthew thank you so much for taking the time to write this review and we will ensure the care staff get to see it in our weekly update this week. Your relative has become another dear lady to us and it has a been a real delight to deliver very personalised care and compassion to her. It has also been rewarding to see how dementia care techniques, like the use of reminiscence conversation and photographs, relating to her local past life, and accompanied physical exercise has been so beneficial and brought her joy. We love her to bits!


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Review from Tracey K (Daughter of Client) published on 8 September 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We have been using Home instead since May 2020 since using their services to look after my mother-in-law earlier in the year. Both my Mother and Father had been diagnosed with dementia during Lockdown and this had been a difficult time for my brother and myself in choosing what kind of care we needed
to put in place. I originally chose the Home Instead team for my mother in law because their website conveyed a level of care which was personal and highly professional. When it came to choosing care for my parents my brother and I did not hesitate to use Home Instead. I have found the manager to be very knowledgeable in her field, friendly, caring and compassionate in offering the right level of care that is needed for our parents. The carers have been suited exactly to meet our Mum and Dad’s personalities. They are up to date with medication requirements and dementia training. As I said, if you are choosing care, this is as good as it gets.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Tracey, thank you so much for this very generous and personal review. We choose our carers very carefully indeed and try to ensure we provide the very best fit with our clients, tailoring the care and company we provide to exactly that which is needed, for the best outcomes and with great flexibility. If we can allow our clients to continue living at home, in familiar surroundings, and able to do all the things they are capable of doing and want to do, then this gives us great joy.


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Review from Sheila J (Daughter of Client) published on 1 June 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We are delighted with the care my mum has been given. The carers are kind, caring and very patient and understanding. Also, the organisation and continuity have been excellent too, which is so important. Thank you so much.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Sheila, thank you for your very kind words. We know Mum requires a lot of patience and great care is, partly, about only stepping in when someone needs help, at their pace, but also always being there for when it is. We love being part of the extended family and attending to all the detailed day-to-day matters which make quality of life as great as it can be.


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Review from Elisabeth M (Daughter of Client) published on 13 March 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We called the manager at Home Instead on Friday 20 December, as we needed to arrange care so that Mum could be discharged from hospital in time for Christmas. I had no experience of arranging care like this and she was amazing, she managed to go and visit my mum in hospital within hours and liaised
with the hospital and social services to get her discharged on 23rd December. Since then the manager and the team have been a lifeline, offering support, care and companionship. It’s been a very challenging, stressful and sometimes upsetting time for my family and the empathy and practical help that the team offer is exemplary. From cooking meals, taking Mum to hospital appointments and keeping my sisters and I updated, the team all work with compassion, respect and enthusiasm. I was a bit concerned about letting strangers into my Mum’s home and life but Home Instead have proved they can be reliable and trusted. Thank you to the manager and staff, you’re all amazing.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

It is our absolute delight and pleasure to provide this level of personal service, providing your Mum with as smooth a transition as possible back into the familiarity, but also comfort, of her own home. It is also a critical part of what we do that we provide loved ones of our clients with the assurance that their parents are being looked after in the way they would want them looked after, so we work hard to try to be an extended member of the family in providing that reliable support, concern, companionship, and care. Your feedback means a very great deal to us and we always pass on feedback to those caregivers who deserve all the praise.


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Review from Nick F (Son of Client) published on 10 March 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

On behalf of my family, I would like to pass on my thanks to the team at Home Instead Hereford. My father is 94 and suffers from speech aphasia but is generally in pretty good shape for a man of his age. We realised last autumn that he needed companionship and general support and, having used a couple
of care agencies before for our mother in her final years, interviewed three care agencies. It was clear to us that the only team that was likely to be able to provide the required standards of personalised, sensitive and appropriate care and companionship for Dad was Home Instead. As it turned out, the team has exceeded our expectations. We are seriously impressed with their flexibility and constructive support but most of all with the humanity and ethos of the team. I have no hesitation in recommending Home Instead. If only all agencies could be like this.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Nick, we are truly delighted to receive this feedback and thank you for taking the time and trouble to write it. The very greatest reward for any of us providing care and companionship, and particularly those delivering it at the frontline, is to know that our personalised attention and concern has at least, or even exceeded, rightly high expectations. We are grateful and want to be entrusted, to be, that extended member of the family, and it is our honour to look after your father's welfare.


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Current Review Score: 10.0 (9.963)

Overview of Review Score

The Review Score of 10 (9.963) out of 10 for Home Instead (Hereford) is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 5.0 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 4.963 for Home Instead (Hereford) is calculated as follows: ( (79 Excellents x 5) + (3 Goods x 4) ) ÷ 82 Ratings = 4.963

  • 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 Home Instead (Hereford) 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: 26 May 2022

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 (12)

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Meet the Team (1)

Natalie

Natalie Cooke

Job Title: Registered Manager & Owner

Joined: 2019

I started my career in private home care in 2006 and, since then, my passion and enthusiasm to work with the elderly and vulnerable adults have only increased. I began as an on-call operator and worked my way up to become a Registered Manager of a branch and then an Area Manager, looking after several branches. I started a home care office from nothing, in Gloucester, and grew it to over 1,000 hours of care a week, in less than 2 years, maintaining the highest retention of care staff.


Being the Registered Care Manager and Director at Home Instead Senior Care in Hereford gives me a wonderful opportunity to have a positive impact on the clients we care for and keeps me closer to the ground and available to our clients and CAREGivers. I'm responsible for the day-to-day organisation of the services we provide and I attend client consultations and love getting to know every one of our clients!


I look forward to every consultation and the opportunity to find solutions, ensuring our clients’ emotional and physical well-being is respected and cared for at all times.


When I am not at work, I am kept busy by my 3 children, 4 dogs, my parents (who live with us) and my husband, from being a taxi driver, ensuring my children attend clubs, college, school, and outings, to endless baskets of laundry. I am still trying to figure out how they each wear 4 outfits in a day! Working in care, and being a mum to teenagers, keeps life exciting, I would not do anything else. Being a part of the Home Instead Senior Care family, one of the most trusted care companies in the United Kingdom, is both a privilege and an honour.


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