Home Instead (Richmond)

Spaces, 13 The Causeway, Teddington TW11 0JR
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9.7 59 Reviews
Home Instead Richmond is the first and only elderly care company serving the Richmond borough recognised as outstanding by the CQC (Care Quality Commission) (November 2023).

Many clients choose Home Instead because of the companionship-based care provided. Home Instead try hard to match Care Professionals with clients and ensure consistent service of Care Professionals with the clients.

Through this attention to detail Care Professionals often establish strong bonds with clients and clients' families and become valued companions.

Home Instead support and care for all clients in all sorts of ways ranging from companionship to home help, personal care and specialised dementia care.

Home Instead is recognised for the quality of Alzheimer's and dementia care provided and have a City and Guilds accredited training programme that provides staff with the tools to provide the best care possible.

Home Instead are as much about their training as well as the compassionate people employed. The focus is on passionate and warm-hearted Care Professionals who recognise that it’s the little things that make the difference. ... Read more
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Care Provided by Home Instead (Richmond)

Types of Home Care

  • Visiting Care
  • Live-in Care
  • 24 Hour Care

Contract Durations

  • Ongoing / Long Term
  • Respite / Short Term

Age Ranges

  • Older Person Care (65+)
  • Younger Adult Care (18-65)

Personal Care Services

  • Washing & Dressing
  • Medication Assistance (Oral)
  • Companionship

Household Services

  • Cleaning Service
  • Food Preparation & Serving
  • Laundry Service
  • Shopping Service / Errands
  • Transportation Service

Other Care Provided

  • Dementia
  • Palliative / End of Life Care
  • Physical Disability
  • Visual / Hearing Impairment
  • Hospital Discharge

Funding & Fees

  • Hourly Visiting Care Fees: £32 – £38

These prices are only a guideline, please contact Home Instead (Richmond) to find out the exact price for your requirements.

Contact Home Instead (Richmond) to get a personalised quote.

Funding Types Accepted

  • Private Funding (Self-funded)
  • Direct Payments (from Local Authority/NHS)
  • Local Authority (Contracted Provider)
  • NHS (Contracted Provider)
Explain these funding types

Contact Home Instead (Richmond) to get a personalised quote.

Good to Know

Group/Owner

Person in Charge

  • Mike Jefferies (Director)

Home Instead (Richmond) Reviews (59)

9.7

Home Instead (Richmond) has a Review Score of 9.7 (9.717) out of 10, based on 8 reviews in the last 2 years.
Over all time Home Instead (Richmond) has 59 reviews.

Overall Experience
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Date Published
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Reviewer Connection to Home Instead (Richmond)
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Total of 59, showing 21-40
Review from R Z (Client) published on 16 December 2022 Submitted via Website • Report
Overall Experience 5.0 out of 5
My carers have always been gracious and thoughtful. All work done nicely, most friendly.
Good company, very friendly. Company policy always followed.
Staff in the office always flexible and helpful. All like good friends.
Reply from Mariecar Lightwood-Clark, Operations Manager at Home Instead (Richmond)
Thank you so much for your kind words, this is wonderful. We look forward to the future and wish you a lovely Christmas.
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Review from Jan B (Daughter of Client) published on 16 December 2022 Submitted via Website • Report
Overall Experience 5.0 out of 5
We used Home Instead to assist my mother about three years ago before she moved into residential care. We were so impressed with their service and ethos then that we didn't look elsewhere now that my father is in need of some extra support. My dealings with the company, carer and service has been a
purely positive experience. Both management and carer have listened to our needs, taken on board Dad's little foibles and have provided a tailor made service for him. His carer has achieved something that is very hard to attain - my dad's approval! Any little requests to help Dad out are carried out without hesitation and I feel totally confident that we are working as a team to keep him happy, safe and living as independently as possible. I have no hesitation in highly recommending Home Instead - they've been a God-send to us.
Reply from Mariecar Lightwood-Clark, Operations Manager at Home Instead (Richmond)
Thank you so much for your kind words, we are over the moon with your feedback. We are so fortunate to be able to share this journey with your father, as we did with your mother. Thank you again for…read more
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Review from Margaret W (Daughter of Client) published on 16 December 2022 Submitted via Website • Report
Overall Experience 5.0 out of 5
My 95-year-old mother used Home Instead for two years and the service was so good and so reliable that she'd dearly love to go back to them although her current needs in the hospital suggest she will now have no other option than 24-hour care in a nursing home. With Home Instead she had four carers
a day all of whom were good and many of whom were exemplary. They helped her with her mobility, her incontinence, with her emotional upsets, and they looked after the house beautifully and provided regular nutritious meals. Mum wasn't always an easy person to deal with and over time her confusion and problems increased however Home Instead were always at the end of the phone and always ready to come and help her with a smile and with friendship. We can't recommend Home Instead highly enough and if Mum is unable to return to their care they will be very sorely missed.
Reply from Mariecar Lightwood-Clark, Operations Manager at Home Instead (Richmond)
Thank you Margaret for your kind words. We have so many fond memories of your mother. She was such a delight, beloved by her care professionals and we do miss her very much. We wish you all the best.
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Review from Elizabeth C (Daughter of Client) published on 16 December 2022 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother started having care from Home Instead just as the Covid pandemic started after a previous experience with an agency which wasn't as successful. I have found the carers helpful, responsive and flexible. The care supervisors have assisted in all sorts of ways and communication is speedy and
empathic.
Reply from Mariecar Lightwood-Clark, Operations Manager at Home Instead (Richmond)
Thank you, Elizabeth. We are pleased to provide your mother with top-quality care and privileged to be on this journey with her.
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Review from Judith P (Daughter of Client) published on 14 December 2022 Submitted via Website • Report
Overall Experience 5.0 out of 5
My father has been receiving excellent care from Home Instead since January 2020. I have peace of mind knowing that a caregiver is helping him. I would highly recommend Home Instead and have indeed helped my friend to organise care for her mother and so far she is very pleased too.
Reply from Mariecar Lightwood-Clark, Operations Manager at Home Instead (Richmond)
Thank you Judith. We are so pleased that you have peace of mind about your father's care. It is such a privilege that we get to be part of this journey with him.
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Review from Sally A (Daughter of Client) published on 13 December 2022 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead was recommended to me by a dementia care support worker following my father's diagnosis. At the moment, he has two visits a week with the focus primarily on companionship and helps with some meal preparation. I would have no hesitation in recommending Home Instead. My father has excellent
care, with time being taken to understand and respond to his needs, and an excellent level of communication and responsiveness across all levels of the organisation. I feel confident that Home Instead will be able to respond and adapt the level of care provision as my father's needs change, allowing him to remain in his own home for as long as possible.
Reply from Mariecar Lightwood-Clark, Operations Manager at Home Instead (Richmond)
Thank you, Sally, for your kind words; it is an absolute pleasure caring for your father.
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Review from Keith B (Brother of Client) published on 13 December 2022 Submitted via Website • Report
Overall Experience 5.0 out of 5
The care which Home Instead provided through their team of ladies calling for periods varying between one hour and two and a half hours on a set schedule was always promptly, professionally and sympathetically given. At no point has my sister had cause to complain once she had given the care lady concerned
the necessary guidance on what was required of her. During the period reviewed, there was no change in the scheduled visits, and the different care tasks were all completed within the time available.
Reply from Mariecar Lightwood-Clark, Operations Manager at Home Instead (Richmond)
Thank you so much for your kind words, Keith. It is a pleasure working alongside you and a pleasure caring for her.
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Review from Katherine T (Daughter of Client) published on 12 August 2022 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead was highly recommended to us by a friend whose mother had had good care. Home Instead started looking after my mother in 2018 with lunch time visits, and culminated in 2022 with exemplary 24 hour live in care, up to the end of her life. My mother’s main wish was to remain at home which
was made possible by Home Instead. Her carers who we got to know very well were always kind and considerate, professional and courteous. They worked hard at all hours of the day and night and knew how to handle challenging situations. The office and management were efficient and able to solve problem solve. My mother had great care and I would not hesitate to recommend Home Instead.
Reply from Mariecar Lightwood-Clark, Operations Manager at Home Instead (Richmond)
Dear Katherine,
Thank you so much for your kind words. It was a privilege to help support your mother to continue living at home. She was quite a character and all of the team became very fond of…read more
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Review from M S (Daughter of Client) published on 4 November 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
The team at Home Instead (Richmond) have been not only been exemplary in terms of operational efficiency but absolutely superb in terms of empathy, humour and human connection. From my initial contact to my now weekly contact with the scheduling team and my most recent connection with our field manager.
I have been consistently met with professionalism, knowledge, kindness and warmth. I genuinely enjoy speaking to every single person that I have met and I have absolute faith that each member of this team will do their utmost to help my father.
My Dad has enjoyed the support from each of his different CareGivers. He literally cannot choose between them - he tells me he likes them all a huge amount and is hugely grateful for their care and attention.
This is my first experience of assisted living and I have been blown away - the team at Home Instead (Richmond) are the best.
Reply from Mike Jefferies, Director at Home Instead (Richmond)
Thank you so much for your kind words. It is our absolute pleasure to support your father. The team will be delighted to hear your kind words. Kind regards from all of us in the office team at Home…read more
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Review from Lynn D (Client) published on 21 May 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
Very pleased with the service which was given to a poorly gentleman, in his care needs, and helping him with his cleaning. Most importantly the agency helped with the loneliness through lockdown/covid19. Thank you.
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Review from C H (Daughter of Client) published on 26 April 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
Really brilliant team to deal with - always at the end of the phone. They go above and beyond to match the caregivers - and my mum has some truly wonderful people looking after her. My mum is not easy but the carers give me such confidence that she is looked after, and they all treat her as a real person
and know how to get the best from her. Many carers make sure that any concerns or feedback they have are passed on to me and really go out of their way to help.
Reply from Mike Jefferies, Director at Home Instead (Richmond)
Thank you so much for your kind words, it is a pleasure to help your mother. Kind regards, Mike
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Review from Dave S (Son of Client) published on 19 April 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
My family and I would recommend Home Instead (Richmond) without reservation.
My 82-year-old mother went through a period of ill health for a few months and we engaged Home Instead to visit her morning and evening seven days per week to help her get washed, dressed and ready for the day and prepare
her for bed in the evening. My mum met about four different carers, they were all polite, punctual and caring. They often seemed to go 'above and beyond' what we expected from them. My mum is quite fussy and hard to please and I was not confident she would be satisfied with home care visits but I was pleasantly surprised how well it went.
Reply from Mike Jefferies, Director at Home Instead (Richmond)
Dear Dave, thank you for your kind words, it has been a pleasure to work with your mother. Kind regards, Mike
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Review from Peter S (Son of Client) published on 28 October 2020 Submitted via Website • Report
Overall Experience 4.0 out of 5
Home Instead carers visit my 97-year-old father 3 or 4 times a day. My father is unsteady on his feet, forgetful and hard of hearing. I have met seven carers over the past weeks whilst staying with my father. All of the carers have been excellent, going out of their way to interact with my father, get
him up, get him moving, ensure he is clean, comfortable, well-fed and happy and put him to bed. The carers ensure my father’s apartment is clean, warm and kept stocked with food, cleaning materials and any items my father or the carers need. They do his washing, ironing and shopping and give him his medication three times per day. The carers are very pleasant, caring, reliable and always arrive on schedule. They make a significant contribution to my father’s comfort and happiness.
Home Instead have enabled our father to stay in his own apartment rather than go into a care home. They also give my brother and I peace of mind that our father is being comforted and well looked after.
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Review from R M (Son of Client) published on 8 October 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
From the very first contact, Home Instead were reliable and helpful. The carers provided were effective, cheerful and sympathetic. The admin staff were always available, flexible and knowledgable. In every aspect, first class.
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Review from Maggie B (Daughter of Client) published on 17 August 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
I recommend Home Instead (Richmond) without reservation. We had chosen the company after much research, and asking around. We have certainly not been disappointed. At first, my 96-year-old mother was not at all keen to accept the idea of having a carer. Through the adept handling of the initial exploratory
meeting, the choice of a carer who was the perfect match, and reliable continuity of care, it all turned out very well! In-fact my mother was very quickly looking forward to her daily visits, from a sensitive and efficient carer who unfailingly brightened up her day. Moreover the backup office function has been accessible, friendly and responsive, and the overall impression of competence and good management was most reassuring - particularly once COVID-19 struck.
Reply from Mike Jefferies, Director at Home Instead (Richmond)
Dear Maggie, many thanks for your kind words, it has been a pleasure to help your mother.
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Review from Scott B (Grandson of Client) published on 18 May 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
Myself and my family highly recommend Home Instead. From the first call and enquiry into their services, the initial meeting and set up, ongoing management through to the actual care of my Nan which is paramount has been exceptional and we could not have wished for better care or service.
My Nan is
99 this month, is a beautiful lady but does suffer from dementia, is hard of hearing, struggles with walking and can be a challenge! The two carers that visit her weekly both have their own family that they care for in their own time, so they are made for the role so to speak and really understand my Nan and what she is going through as well as her family. They are extremely caring, patient, thorough and my Nans well being is always of paramount importance to them, she could not be in better care.
The ongoing management and follow up has been outstanding and a real comfort to myself and my family. We couldn't recommend Home Instead any higher.
Reply from Mike Jefferies, Director at Home Instead (Richmond)
Dear Scott, many thanks for your kind words, it is our pleasure to look after Nan. Best wishes, Mike.
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Review from Linny R (Daughter of Client) published on 12 May 2020 Submitted via Website • Report
Overall Experience 4.0 out of 5
Home Instead staff are friendly and communicative, which is important to me as I live a long way from my father and rely on telephone conversations. I have found it easy to get through to Home Instead and their feedback on my dad's condition is helpful. They seem attentive and have won my dad's trust.
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Review from Liz C (Wife of Client) published on 11 May 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
Director and others respond rapidly to requests and are flexible regarding compatibility of carers to client. They are always friendly and warm. Activity groups run by Home Instead are well organised and fun, with workers obviously well trained in working with elderly people of very varying backgrounds.
Communications
are usually efficient.
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Review from Elizabeth (Wife of Client) published on 11 May 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
We have used Home Instead for almost a year. At the outset, we met the Director at our home. He gave a very clear outline about the Company. We were impressed and asked if he could find a suitable carer for us. 2 weeks later our carer started and we found her very adaptable, efficient, polite and
willing to tackle any job. Sadly, she left in December; she was a very good cook. A new carer started in February and she was equally pleasant and willing to help. Unfortunately, the Coronavirus has caused us to isolate so we have had to put this help on hold for the present. We have had regular visits from the staff member who deals with customer satisfaction and the accounting section is reliable and efficient. We are extremely satisfied with Home Instead.
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Review from Steve (Son of Client) published on 30 April 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
I would recommend Home Instead without any hesitation. My experience has been first class from the initial meeting and from all my interactions thereafter. Home Instead provided peace of mind and reassurance not only for my aged Father whose health has sadly steadily declined this year but also for
myself and my brother and sister who live far away and (notwithstanding the lockdown) are unable to visit our Father or care for him realistically. Home Instead provides a comprehensive service and can offer different levels of care as required. It is a very professional company with superb carers that will go the extra mile to ensure the comfort and well being of their clients. It would be difficult to imagine how they could improve the fantastic quality of service they already provide. We are extremely happy.
Reply from Mike Jefferies, Director at Home Instead (Richmond)
Dear Steve, thank you so much for your kind words. We very much enjoy looking after your father. Best wishes, Mike.
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Current Review Score: 9.7 (9.717)

Overview of Review Score

The Review Score of 9.7 (9.717) out of 10 for Home Instead (Richmond) is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.9 out of 5 from 8 Reviews in the last 24 months.
  2. 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:

  1. 5 Points are available for the Average Rating from all Reviews in the last 24 months. The Average Rating of 4.917 for Home Instead (Richmond) is calculated as follows: ( (45 Excellents x 5) + (2 Goods x 4) + (1 Satisfactorys x 3) ) ÷ 48 Ratings = 4.917
  2. 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 (Richmond) 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
  3. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
  4. If a Home Care Provider does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

Care Quality Commission (CQC) Rating

Date: 23 Nov 2018

Overall Outstanding

  • Caring Good
  • Effective Good
  • Responsive Outstanding
  • Safe Good
  • Well-led Outstanding
Care Quality Commission is responsible for the registration and inspection of social care services in England. View Latest Report

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Awards / Recognitions (14)

Meet the Team (1)

Mariecar

Mariecar Lightwood- Clark

Job Title: Operations Manager
Mariecar is our operations Manager, she has been with us for over eleven years and has progressed through practically every role available. Her wealth of knowledge and experience makes her an invaluable member of our team.
... Read more

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