Carers Trust Thames (Hillingdon Office)

Key House, 106 High Street, Yiewsley, West Drayton UB7 7BQ

Owner: Carers Trust Thames

Person in charge: Anna Perry (CEO)

Type of Service: Home Care Agency (Voluntary / Not for Profit Owned Owned)

Registered Charity Number: 1090361

Provides Carers directly to the general public: Yes

Number of Carers: 40

Staff Languages (other than English): Spanish; Castilian, French, Hindi, Panjabi, Punjabi, Portuguese, Somali, Urdu

Fees Guide: From £15 per hour

Services Offered: 24 Hour Care • Adult Care (18+) • Care for Children • Live in Carer • Personal Care (on a contracted hours basis) • Personal Care Assessments • Risk Assessments in the Home

Care Offered: Call in Service • Cancer Care • Companionship • Dementia • Domestic Services / Home Help • Elderly Care • Food Preparation & Serving • High Dependency Care, two carers attending • Hospital Discharge • Learning Disability • Medication Assistance • Mental Health Condition • Palliative Care • Personal Hygiene Care • Physical Disability • Respite cover • Sensory Impairment • Shopping Service / Errands • Sit in Service

Latest CQC* Report on Carers Trust Thames (Hillingdon Office): click here

Current Reviews

8.6 Carers Trust Thames (Hillingdon Office) has a Review Score of 8.6 (8.621)

The Review Score of 8.6 (maximum of 10) for Carers Trust Thames (Hillingdon Office) is based on 5 Review/Recommendations in the last 2 years. This Review Score of 8.621 is made up of a Quality Score of 4.821 Points (maximum of 5) relating to the rating and a Quantity Score of 3.8 Points (maximum of 5) relating to the number of positive Reviews/Recommendations.

  • The maximum Review Score for a home care or nursing agency is 10 and it is based on the published (including Restricted Publication) Reviews in the last 2 years. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

    The Review Score of 8.621 for Carers Trust Thames (Hillingdon Office) is based on 5 Reviews/Recommendations in the last 2 years.

  • The Review Score (maximum of 10) is made up of a Quality Score (maximum of 5) and Quantity Score (maximum of 5):

    • Quality Score: 5 Points are available for the average rating. For each review the home care or nursing agency is rated Excellent, Good, Satisfactory, Poor or Very Poor on a number of areas eg Staff, Management etc. The home care or nursing agency receives points for each rating as follows: Excellent = 5. Good = 4. Satisfactory = 3. Poor = 2. Very Poor = 1. These points are added up and then divided by the total number of completed ratings to generate the average rating. (Please note that the ratings of Very Poor and Poor have only been available since the change from Recommendations to Reviews on 7th July 2015.)

      The Quality Score (average rating) of 4.821 for Carers Trust Thames (Hillingdon Office) is calculated as follows: ( (23 Excellents x 5) + (5 Goods x 4) ) ÷ 28 Ratings = 4.821

    • Quantity Score: 5 Points are available for the number of 'Positive Reviews' for a home care or nursing agency. A Positive Review is defined as:

      • Any Review with 'Extremely Likely' or 'Likely' in answer to the question 'How likely are you to recommend this care provider to friends and family if they needed similar care or treatment?'

      • Any Recommendation. Before the change from Recommendations to Reviews on 7th July 2015 all feedback was limited to Recommendations (ie positive comments only)

      The 5 points available are broken down as follows:

      1. 3 points for receiving the first Positive Review.

      2. 0.2 Points per Positive Review, up to a maximum score of 2 Points. (ie a home care or nursing agency requires 10 Positive Reviews to receive the maximum score of 2 points.)

      The Quantity Score of 3.8 for Carers Trust Thames (Hillingdon Office) is calculated as follows:

      1. 4 Positive Reviews = 3

      2. 0.2 x 4 Positive Reviews = 0.800

  • The Review Score is based on user Recommendations/Reviews submitted in the last 2 years. The maximum Review Score is 10. There are 5 Points available for the average of all ratings on users Recommendations/Reviews (Excellent 5, Good 4, Satisfactory 3, Poor 2, Very Poor 1). There are 5 Points available for the total number of positive Recommendations/Reviews submitted at the Home Care Agency.

  • Before 1st July 2015 homecare.co.uk only accepted Recommendations (positive comments only) and the Ratings were limited to Excellent, Good & Satisfactory. These are marked up as Recommendations.

  • As of 1st July 2015 homecare.co.uk changed from Recommendations to Reviews (positive and negative comments) and added the Ratings Poor and Very Poor. These are marked up as Reviews. Between 1st July and 31st December 2015, we are still processing a number of Recommendations from Recommendation cards sent out before 1st July (These are marked up as Recommendations).

  • We receive approximately 20% of Reviews/Recommendations through website submission and 80% of Reviews/Recommendations through Review/Recommendation Cards (only available to Enhanced / Premium Services more info).

  • We only accept/publish Reviews that are submitted by a Service User/Client or their Friends/Family (cannot be submitted anonymously) and comply with our Content Standards (eg are relevant, informative, civil and do not contain allegations of abuse, negligence or criminal activity).

  • Before publication, we check that all reviews comply with our Review Policy and we show all reviews to care providers so that they may submit a response to be published with the review.

  • The Recommendations/Reviews submitted to our site do not represent our views and we accept no responsibility or liability for any such Recommendations/Reviews.

  • For further information on Reviews, the Review Score and our move from Recommendations to Reviews please click here.

How Likely are the Reviewers to Recommend Carers Trust Thames (Hillingdon Office)?

  • Extremely LIKELY
    2
  • Likely
    0
  • Don't know
    0
  • Neither Unlikely or Likely
    1
  • Unlikely
    0
  • Extremely UNLIKELY
    0

Reviewer Connection to Carers Trust Thames (Hillingdon Office)

  • Wife of Client/Service User
    2
  • Client / Service User
    1
  • Daughter of Client/Service User
    1
  • Son of Client/Service User
    1

The Overall Average of all the Ratings in the following 

1 Reviews* is 4.2 out of 5

*The Average Rating only uses ratings from the 1 reviews. Ratings from the 4 recommendations are not used for the Average Rating as the rating options were limited to Excellent, Good and Satisfactory.

Our first support worker was excellent indeed. Unfortunately she left the agency. At the moment we have no problems with her replacement. We also have no problem with existing arrangements.

How likely would you be to recommend Carers Trust Thames (Hillingdon Office)? Neither Unlikely or Likely

Average Rating: 

 4.2 out of 5

Overall Standard: Good

Staff: Good

Care / Support: Good

Management: Excellent

Treated with Dignity: Good

Anna Perry, Chief Executive at Carers Trust Thames (Hillingdon Office) responded to this review on 07 Jun 2016:

Thank you for your review. I am pleased that our charity has provided an excellent support worker, and hope you will continue to be satisfied with the service provided.

I recommend Crossroads very highly. When you choose to employ a care attendant, your choice is of the highest standard. They are always on time, if delayed they always inform me. My mother who was cared for enjoyed all the care attendants, they were very friendly and very professional. Crossroads became Mum's friends and replaced her old friends. Crossroads allowed me to have a break and I felt so safe leaving her. Mum enjoyed singing, dancing, chatting and reading. Crossroads attended to my dog as well as supplied drinks and food when required. Crossroads made me want to be a Crossroad Care attendant.

How likely would you be to recommend Carers Trust Thames (Hillingdon Office)? Extremely Likely

No Average Rating is available*

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Value for Money: Excellent

Anna Perry, Chief Executive at Carers Trust Thames (Hillingdon Office) responded to this review on 25 Oct 2015:

Hi, thank you so much for your review of our service. It is so lovely to hear that the staff at Carers Trust Hillingdon (a Crossroads Care service) provided such valuable support. We are recruiting if you would like to provide the same care to another family! Best wishes, Anna

owing to a lack of confidence I had not been out for about six years, but with their help I go out once a week now which has made me feel a lot better. I've been with them for nearly two years.

No Average Rating is available*

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Value for Money: Excellent

I have two hours when a carer comes to sit with my husband on a Friday, this enables me to go out on my own. I am very pleased with this service and I feel safe to know that my husband is in good hands.

No Average Rating is available*

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Since 2011 when your service started with just housework, mum has been more than satisfied. As time went on mum required more help up to 3/4 times a day and again the same high level of service was provided. During the 3-4 months since Christmas, mum's needs increased further and again the team came up trumps and gave me peace of mind and only called me as they felt necessary. I feel they went the "extra mile" at times when they had to overstay their times on occasions. Unfortunately mum has now gone into a residential home, as her needs became fare more complex and leave her no longer safe at home.

How likely would you be to recommend Carers Trust Thames (Hillingdon Office)? Extremely Likely

No Average Rating is available*

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Value for Money: Good

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