Westmorland Homecare Lancaster & Morecambe

25 Brock Street, Lancaster LA1 1UR
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9.9 34 Reviews
  • Westmorland Homecare Lancaster & Morecambe, Lancaster
Westmorland Homecare (Lancaster) provides professional, high-quality home care to people over the age of 18. Its wide range of services allow people with care needs in the community to remain happy, healthy and active in the comfort of their own homes.

Each service is tailored to the individual, delivered through the guiding principles of kindness, trust, innovation and enrichment. Whatever care needs, Westmorland's skilled and dedicated staff can support you to achieve your goals and avoid unnecessary hospital admissions.

With the help of Westmorland, people in the community can continue to be independent and active and lead rich and fulfilling lives.

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Care Provided by Westmorland Homecare Lancaster & Morecambe

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • 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
  • Sensory Impairment
  • Shopping Service / Errands
  • Sit in Service
  • Other Care Provided
  • Adult Home Care (18+)

Good to Know

  • Person in charge
  • Daniel Stainer (Manager)

Westmorland Homecare Lancaster & Morecambe Reviews (34)

Total of 34, showing 21-34
9.9

Westmorland Homecare Lancaster & Morecambe has a Review Score of 9.9 (9.939) out of 10, based on 19 reviews in the last 2 years. Over all time Westmorland Homecare Lancaster & Morecambe has 34 reviews.

Overall Experience

  • 31
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Date Published

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Review from V P (Client) published on 20 December 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Absolutely love Westmorland Care. The staff are all amazing, friendly, warm and kind. Really appreciate all the support I receive from you.
It really impacts my life in the most positive way possible.
I am treated with dignity and respect and get the best possible care.
Thank you so much.

Reply from Daniel Stainer, Registered Manager at Westmorland Homecare Lancaster & Morecambe

Thank you so much for your lovely feedback V P, it's great to hear you are so fond of the carers and the level of care that you receive from Westmorland Homecare. I know your team think the world of you and if we can help further in any way, please do let us know.


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Review from C M (Client) published on 19 December 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Completely first rate - thank you all.

Reply from Daniel Stainer, Registered Manager at Westmorland Homecare Lancaster & Morecambe

Thank you so much for your lovely feedback, I am really glad to see you grade Westmorland Homecare top marks in all areas. If there is ever anything more we can do to support you, don't hesitate to let us know!


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Review from Margaret P (Client) published on 1 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have had daily carers from Westmorland Homecare for over eighteen months and have experienced excellent care for all of that time. The staff are all very friendly and helpful and are willing to do any task I require. I feel safe and happy to welcome into my home.

Reply from Daniel Stainer, Registered Manager at Westmorland Homecare Lancaster & Morecambe

Thank you very much for your lovely feedback, Margaret. It's great to hear since joining Westmorland Homecare you have received nothing but excellent care and that you have developed such a strong relationship with your team. I know they very much enjoy supporting you and if there is anything we can do, never hesitate to let us know.


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Review from Maureen R (Client) assisted by family/friend published on 7 September 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

People are so impressed with how I am treated and I would always recommend Westmorland Homecare. The carers are all great.

Reply from Daniel Stainer, Registered Manager at Westmorland Homecare Lancaster & Morecambe

Thank you very much for leaving this glowing review, Maureen. It's lovely to hear that not just yourself, but your close friends have commented on the high level of care Westmorland Homecare provides. I know your team love each and every call with you and always looks forward to helping in any way they can.
If we can ever do more to help, please do let us know.


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Review from Christopher B (Son of Client) published on 2 September 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Staff provide a kind, caring and dignified service in difficult circumstances for any family. The tailored care can be adjusted at the time changes may be needed.

Reply from Daniel Stainer, Registered Manager at Westmorland Homecare Lancaster & Morecambe

Thank you so much for taking the time to leave this review, Christopher. We are so pleased with your feedback on the care Westmorland Homecare provide and always want to tailor our care packages to the changing needs of our lovely clients.
If we can help any further, please don't hesitate to let the office or carers know.


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Review from Derrick C (Client) assisted by family/friend published on 10 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Carers are always very kind and helpful. Always very friendly and chatty. They are always on time and will help in any way needed.

Reply from Daniel Stainer, Registered Manager at Westmorland Homecare Lancaster & Morecambe

Dear Derrick,
Thank you very much for completing this review and it's lovely to know your carers are always kind, helpful, friendly and chatty during your calls. We tailor our interviews and induction training on a values-based approach and it's great to see the positive impact this has on the service we deliver. As a service, we understand the importance of arriving at the arranged time for calls and will always let clients know if there are any reasons for a small delay.


If we can help in any way, please never hesitate to let us know.


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Review from E S (Client) published on 10 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent care by staff. Nothing is too much trouble for them. Price has rocketed in the last 12 months, does it need to be double the price on bank holiday.

Reply from Daniel Stainer, Registered Manager at Westmorland Homecare Lancaster & Morecambe

Thank you for your kind words and lovely feedback, I know your team love supporting you and are always willing to go the extra mile.
If there is anything else we can do, don't hesitate to let us know.


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Review from Cynthia B (Client) published on 10 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I live alone and any relations I have do not live in my area, so having a carer calling for an hour is very valuable. Also, I have ear troubles and this causes me to be unsteady on my feet so I need assistance to go to appointments, shopping etc. I need carers for many things. I feel much safer with
the care that I receive.

Reply from Daniel Stainer, Registered Manager at Westmorland Homecare Lancaster & Morecambe

Dear Cynthia,
Thank you so much for this lovely feedback, it's great to be able to hear we have supported you daily and helped to increase your independence. Giving back to the community and enabling our clients to live their lives to the full, is exactly what Westmorland Homecare is all out.
If we can ever do anything else to support you, never hesitate to let us know.


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Review from L S (Daughter of Client) published on 10 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

All staff I've had dealings with are very professional and caring. The socials give Mum and other clients a chance to get out and talk to different people. One lady I met today was so excited and said she had looked forward to it and can't wait for the next. My only query is the need for bank holidays
to be charged at double time as even if staff are paid double time on these days other costs are not double!

Reply from Daniel Stainer, Registered Manager at Westmorland Homecare Lancaster & Morecambe

Thank you so much for taking time to leave feedback, it is very much appreciated and lovely to hear such fantastic reviews about the team that looked after your mum. We always want to give back to our clients and being able to provide the client socials has been a huge success. It's always lovely to see you there and great to know your mum is looking forward to the next one... we can't wait to see her then!


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Review from M B (Daughter of Client) published on 10 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

No complaints. Very happy with the service. Patience and tolerance of the girls are very good as Mother can be quite difficult. The office staff are efficient and understanding.

Reply from Daniel Stainer, Registered Manager at Westmorland Homecare Lancaster & Morecambe

Thank you so much for your kind words, it is lovely to receive such wonderful feedback from families, both the staff in the office and community do a huge amount to ensure we provide the best support we can. It really does mean a lot to the whole team, thank you so much for your kind words.


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Review from C G (Wife of Client) published on 9 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Found Westmorland Homecare so caring and helpful. My husband was so happy with his carers and I felt very safe knowing he was in safe hands and the carer was like another son to my husband.

Reply from Daniel Stainer, Registered Manager at Westmorland Homecare Lancaster & Morecambe

Hi Claire, thank you so much for taking the time to leave a review. I know the team very much enjoys looking after your husband. It is so important that we are an extended part of the family, with the same team, this means we can build meaningful relationships. If there is anything else we can do please do just pick up the phone and we will be more than happy to help in any way we can. Thank you for taking the time to leave such lovely feedback.


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Review from Elizabeth L (Daughter of Client) published on 26 April 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We engaged Westmorland Homecare, based in Lancaster, to provide three daily visits to our 95-year-old mum. Our father died in November 2021, so it has been a very sad time for us as a family. All mum’s children, two daughters and a son, live away so it was crucial that we found an agency in which we
could count on. Thank goodness we found Westmorland! It is clear, that their carers are so well trained and provide consistently high standards of care. All carers in mum’s team are fabulously caring and supportive of her and have become really good friends. She looks forward to their visits and chats. The carers are thorough, efficient and above all, very caring. Mum is about to move now to be closer to her family. If I could bundle up her carers and take Westmorland with us, I would without any hesitation. I very much doubt that another care agency will be as good.

Reply from Daniel Stainer, Care Manager at Westmorland Homecare Lancaster & Morecambe

Dear Elizabeth,
Thank you so much for taking the time to leave this feedback, it is so very much appreciated and means the world to the team.
It is great to hear such fantastic feedback about the team that looked after your mum. Our vision is to be very much an extended part of the family and I know that this was very much the case with your mum, the staff really looked forward to the visits and being able to help and support her. We recognise that families that live far apart, need regular updates and support and it's great to know how appreciated this is. Thank you again for taking the time to leave feedback and please be reassured that if we could provide care in the location you are moving to, we would have our bags packed already.
Please send our regard and if there is anything that we can ever do, please never hesitate to call us.
Daniel


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Review from David M (Stepfather of Client) published on 7 December 2021
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

I am afraid I can only rank this service as appalling. With literally twenty minutes' notice, they abandoned our complex care package leaving a highly vulnerable adult and family completely in the lurch, with a major aggravation of the condition of the client triggered. This was despite a review meeting
two weeks prior when they indicated that they were fully engaged with continuing the care package.
This deeply unprofessional action is appalling and leaves me with grave concerns for anyone being looked after by this organisation as clearly they can be abandoned at any time with no notice.

Reply from Daniel Stainer, Service Manager at Westmorland Homecare Lancaster & Morecambe

We are sorry to hear your experience, this is not aligned with regular feedback Westmorland Homecare receive and has instigated an internal investigation to clarify the background and timeline of events, leading to us providing the full contractual notice on the care package.
This investigation has shown Westmorland Homecare persistently tried to provide high-quality care, however, due to concerns about the safety of our staff, could not continue providing care within the client’s home.
This was not an easy decision to make. Unfortunately, there are times when a person’s needs change and they can no longer be safely cared for, despite all efforts.
We are happy to discuss the investigation with you, please contact our Lancaster branch at your convenience so a senior staff member can privately explain the events which took place.


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Review from Caroline S (Niece of Client) published on 18 August 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I just wanted to say a huge thank you to everyone at Westmorland Homecare for the wonderful way they cared for my aunty in the last few months of her life. She had always been fiercely independent but as her 100th birthday approached she began to find looking after herself more of a struggle. I was
very impressed to find Westmorland with a CQC Outstanding and the fact it was set up by two A and E Doctors. Now I know why! All the staff administrators were professional, friendly, and supportive which was reassuring for me. Within 48 hours of my first call, my aunt had her own team of carers in place 4 times a day. They were all introduced before their first official visit and were kind, patient, and caring. She loved chatting to them and they took time to get to know her. There was lots of banter! Westmorland is unusual in that it offers shopping, gardening, and companionship services all under one umbrella. It gave my aunt the dignity of enjoying her own home until the end.

Reply from Christie Parker, Registered Manager at Westmorland Homecare Lancaster & Morecambe

Caroline, thank you for this fantastic review. The whole team really enjoyed visiting your aunty over the past months and would always comment on how much fun they had on the visits. I'm really pleased that you felt the warmth and reassurance from the team both in the office and in the community. It was a privilege to care for your aunty and support her to stay at home.


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Current Review Score: 9.9 (9.939)

Overview of Review Score

The Review Score of 9.9 (9.939) out of 10 for Westmorland Homecare Lancaster & Morecambe is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.9 out of 5 from 19 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 19 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 4.939 for Westmorland Homecare Lancaster & Morecambe is calculated as follows: ( (107 Excellents x 5) + (7 Goods x 4) ) ÷ 114 Ratings = 4.939

  • 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 Westmorland Homecare Lancaster & Morecambe is based on 19 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: 24 Sep 2022

Overall
Outstanding

  • Caring

    Outstanding

  • Effective

    Good

  • Responsive

    Outstanding

  • 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 (0)

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Meet the Team (5)

Katie

Katie Pennington

Job Title: Care Manager

I have always had a passion for working in care and in 2019 after five years in the NHS working as part of an orthopaedic therapy team for Wrightington Hospital I moved to Arnside and joined the Westmorland Homecare Kendal & South Lakes Team as a Care Co-ordinator – Scheduler.


My journey with Westmorland Homecare has been truly exciting and I have really been made to feel part of the family. Not only have I become part of the team, but so has my one-year-old Cockapoo Lola – she is a great company in the office from time to time and is also a proud member of Westmorland Homecare!


Outside of my wonderful work life, I enjoy walking spending time with my family, and milking cows on our dairy farm!


I am so thrilled to have moved to our Lancaster branch looking after a very special team.


Seeing our wonderful organisation grow makes me so proud to work for Westmorland Homecare – I love my job!


Kate

Kate Wells

Job Title: Senior Scheduling Coordinator

Hi! My name is Kate, I previously worked for a private ambulance transport service whilst studying for a Business Administration NVQ at Lancaster and Morecambe College, once I had completed this qualification, I progressed my knowledge and experience as an Ambulance Care Assistant. Following this I worked in a boutique hotel situated in the Langdale Valley for 2 and a half years, I then made the decision to pursue my career in the caring community.


I have always had an interest in the health sector, I studied Health and Social Care for about 4 years and Business Studies for 2 years. Whilst working in the hotel I studied for an Access to Higher Education Diploma in Health and Human Science at Kendal College, completing this course really encouraged me to follow my passion for looking after people and helping in any way that I could. I started working with Westmorland Homecare as a Homecare Assistant in February 2021. I thoroughly enjoyed my time as an HCA and spending time with my lovely clients, however, I have made the decision to progress my career in the office as a Care Coordinator.


I look forward to continuing to assist both clients and staff in any way that I can.


Fliss

Fliss Dixon

Job Title: Client Coordinator

I’ve spent many years working for two different GP practices in various roles, and working as an HCA for Spinal Homecare. For the past four years I’ve worked as a Coordinator/Clinical Supervisor for the Hospital Home Care team based at the Royal Lancaster Infirmary. My time was split between the two roles, firstly coordinating staff across Bay to patients, some of whom were quite complex and who’ve recently been discharged home and secondly, I’d conduct staff supervision, updating mandatory training etc and generally being a contact for the staff out in the community.


Outside of work I enjoy spending time outdoors, preferably with anything equine and used to compete a lot when I had my own horse. And of course, I better mention spending time with my family! Very much look forward to getting to know our Westmorland Family.


Sarah

Sarah Macaulay

Job Title: Administration & Operations Coordinator

I started working with Westmorland Homecare in 2017 as an Administrative Assistant in the Kendal & South Lakes offices and, whilst studying a BTEC Diploma in Business Administration, my career has progressed to the role of Care Coordinator.


I love the variety of my job and am very much looking forward to being part of the team in the new Westmorland Homecare Lancaster and Morecambe offices.


Outside of work I enjoy spending time with my family, going to music gigs and walking the fells and mountains in the Lake District.


Rhianna

Rhianna Wilson

Job Title: Recruitment Coordinator

I’m Rhianna and I am the Recruitment & Events Coordinator. I started working for Westmorland Homecare at the beginning of 2019. I’d had no previous care experience and immediately fell in love with the job. I started out as a Homecare Assistant, then became a Senior Homecare Assistant and it is now my job to find the right people to join our team.


Westmorland Homecare really feels like family, and I am so proud to be working for a company that really delivers on its promises and puts the clients and staff at the heart of everything they do.


Outside of work I enjoy spending time with my partner, family, and friends. I am often found in the kitchen cooking or baking or out in the garden looking after my plants, fruit & veggies.


Information on this page is displayed without responsibility for its accuracy on the part of homecare.co.uk. Please contact Westmorland Homecare Lancaster & Morecambe to verify any information. View our terms and conditions. Westmorland Homecare Lancaster & Morecambe has a Platinum Service – more info.