Primary Homecare Ltd

Lower Farm Park, Old Norwich Road, Barham, Ipswich IP6 0NU

Primary Homecare Ltd
Primary Homecare Ltd
Primary Homecare Ltd

Home and family are the most important things in life. Living in one surrounded by the other gives us all great comfort.

This homecare team provide a service, which is designed to support home living at all levels, for as long as possible. Entirely flexible, they can respond quickly to individual needs and circumstances.

Working with family and friends professionals will ensure the service is fully supportive by integrating activities with theirs to achieve a complete care package.

Owner : Primary Homecare Ltd

Person in charge: Cheryl Milldown (Registered Manager)

Type of Service: Home Care Agency (Privately Owned)

Provides Carers directly to the general public: Yes

Number of Carers: 63

Staff Languages (other than English): Filipino, Bulgarian, Spanish; Castilian, Italian, Polish, Portuguese, Romanian

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

Care Offered: Cancer Care • Cleaning Service • Companionship • Dementia • Domestic Services / Home Help • Elderly Care • Food Preparation & Serving • High Dependency Care, two carers attending • Hospital Discharge • Laundry Service • 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 Care Quality Commission* Report on Primary Homecare Ltd: click here

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

Reviews

9.6 Primary Homecare Ltd has a Review Score of 9.6 (9.559)

The Review Score of 9.6 (maximum of 10) for Primary Homecare Ltd is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.6 out of 5 from 30 Reviews over all time. This Average Rating is also the rating value for Primary Homecare Ltd in Google's Search Results - more info

  • b) The score for the number of positive Reviews is 5 out of 5 from 20 positive Reviews in the last 12 months.

  • a) 5 Points are available for the Average Rating of all Reviews over all time. For each review the Home Care Agency / service is rated Excellent, Good, Satisfactory, Poor or Very Poor on a number of areas eg Staff, Management etc. The Home Care 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.

    The Average Rating of 4.559 for Primary Homecare Ltd is calculated as follows: ( (110 Excellents x 5) + (59 Goods x 4) + (10 Satisfactorys x 3) ) ÷ 179 Ratings = 4.559

  • b) 5 Points are available for the number of Positive Reviews in the last 12 months. 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 Home Care Agency to friends and family if they needed similar care or treatment?'

    The 5 points available are broken down as follows: 3 points for the first Positive Review, 0.5 points for each of the next 4 Positive Reviews ie an Home Care Agency needs 5 Reviews to receive the maximum score of 5 points.

    The 5 Points relating to the number of positive Reviews for Primary Homecare Ltd is based on 20 positive Reviews in the last 12 months and is calculated as follows:

    1. 3 + 0.5 + 0.5 + 0.5 + 0.5 = 5

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.


Average Ratings

  • Excellent
    20
  • Good
    10
  • Satisfactory
    0
  • Poor
    0
  • Very Poor
    0
  • Don't Know
    0

How Likely are the Reviewers to Recommend Primary Homecare Ltd?

  • Extremely LIKELY
    23
  • Likely
    7
  • Don't know
    0
  • Neither Unlikely or Likely
    0
  • Unlikely
    0
  • Extremely UNLIKELY
    0

Reviewer Connection to Primary Homecare Ltd

  • Client / Service User
    19
  • Husband of Client/Service User
    4
  • Daughter of Client/Service User
    3
  • Wife of Client/Service User
    2
  • Granddaughter of Client/Service User
    1
  • more

Visits made in a polite and confidential manner, which seems to help with my severe depression. Being able to have a conversation with the carer.

How likely would you be to recommend Primary Homecare Ltd? Likely

Average Rating: 

 4.5 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Good

Treated with Dignity: Excellent

Value for Money: Satisfactory

C Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 20 Sep 2017:

We are very pleased to know that the carers that visit you are polite and provide a service that supports your needs in a way that makes you feel that you can talk freely to them. We look forward to continuing to offer you a high standard of support.

Our needs have been well assessed and the carers well chosen to meet those needs. We are extremely pleased with the service we have received.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 4.8 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Value for Money: Good

C Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 18 Sep 2017:

It was a delight to read your review thank you for taking the time to complete this. We really appreciate your compliments and your feedback will be passed to the carers who visit. We look forward to continuing to provide a high quality service in the future

I have many carers, some for one, two or three days a week.
All the carers are friendly people and efficient. I like all of them very much.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 4.4 out of 5

Overall Standard: Good

Staff: Good

Care / Support: Good

Management: Excellent

Treated with Dignity: Excellent

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 14 Sep 2017:

Thank you for taking the time to complete a review for the agency. We are so pleased to know that you get on well with your carers and they are friendly and efficient. We look forward to continuing to provide you with a high-quality service in the future.

I always look forward to my carers coming each morning to assist me getting up. They are always cheerful and polite, they always make sure I have everything at hand to assist me throughout the day. We always have a laugh together and I am treated with great respect. So I would like to say congratulations to Primary Homecare for having such a great team of carers.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Value for Money: Excellent

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 13 Sep 2017:

Thank you for the wonderful feedback regarding the care team that visit you each day, it was a pleasure to read. I will pass on your compliments to the team. We look forward to continuing to provide you with a high level of service in the future.

The level of support and advice given is very good and we have their carers who are all first class and we would be lost without them. They are very kind and considerate and give my wife confidence.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 4 out of 5

Overall Standard: Good

Staff: Good

Care / Support: Good

Management: Good

Treated with Dignity: Good

Value for Money: Good

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 12 Sep 2017:

We would like to thank you for taking the time to send a review. It is wonderful to hear that the carers are kind and considerate and that they provide your wife with a high level of care and support. We will continue to do our best to offer a first class service in the future.

Service and care are excellent.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 4.2 out of 5

Overall Standard: Good

Staff: Excellent

Care / Support: Good

Management: Good

Treated with Dignity: Good

Value for Money: Good

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 11 Sep 2017:

We would like to take this opportunity to thank you for taking the time to put a response on homecare.co.uk. We are very pleased to know that the service you receive is excellent. We look forward to continuing to provide you with care in the future.

The carers are always courteous and lovely to talk to.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Value for Money: Excellent

We are very happy with all the care. Please keep it up.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Value for Money: Excellent

Good service but could do more by prompting clients to do things ie. change clothes, pad, shower etc. Also hand written reports, not the easiest to read sometimes.

How likely would you be to recommend Primary Homecare Ltd? Likely

Average Rating: 

 4 out of 5

Overall Standard: Good

Staff: Good

Care / Support: Good

Management: Good

Treated with Dignity: Excellent

Value for Money: Satisfactory

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 03 Aug 2017:

Thank you for taking the time to complete a review. With regards to your comments, we are aware that your mother needs much encouragement on the day to day tasks and the carers prompt as much as possible but the final decision is always hers.
We appreciate that some staff have different styles of writing that are not always as easy to read as others, and we do ask staff to write as clearly as possible to avoid any confusion for other people who may wish to read the notes. At the next staff meeting, we will put this point on the agenda. Thank you for bringing this to our attention.

Overall very satisfied with service over the last 7 1/2 years. Company is very well run and in most cases very reliable. Thank you for your high standards.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 4.5 out of 5

Overall Standard: Good

Staff: Excellent

Care / Support: Good

Management: Excellent

Treated with Dignity: Good

Value for Money: Excellent

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 07 Jul 2017:

Thank you for taking the time to review us and your excellent feedback on the high standards of service that we provide. We are delighted to hear this.

Main concern is understanding some of the carers' writing. Could it please be put in print?

How likely would you be to recommend Primary Homecare Ltd? Likely

Average Rating: 

 3.5 out of 5

Overall Standard: Good

Staff: Satisfactory

Care / Support: Good

Management: Satisfactory

Treated with Dignity: Good

Value for Money: Satisfactory

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 02 Jun 2017:

Thank you for taking the time to complete a review we appreciate your feedback. With regards to some of the staff not writing very clearly in the daily records. I will audit the paperwork to see which carer is not writing clearly and we will offer them additional record keeping training.

I have had this service for my nan since 2016. The ladies I have are very friendly towards my nan, me and my son. They are always on time and we have the same lady all the time for the different service times.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Value for Money: Excellent

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 01 Jun 2017:

Thank you so much for taking the time to send a review. We are delighted that the service we provide is excellent. We do try very hard to provide continuity of care so trusting relationships can be developed. We will continue to do our best to provide excellence.

Writing as a daughter, I'm very happy with the care my mother receives. The carers are very kind and caring, in fact, I couldn't cope without them. The cope with dementia much better than I could, May your service continue for many more years without too many funding problems. I thank you once again for all the help and car you help me with.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 4.7 out of 5

Overall Standard: Good

Staff: Excellent

Care / Support: Excellent

Management: Good

Treated with Dignity: Excellent

Value for Money: Excellent

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 12 May 2017:

Thank you so much for the heartfelt thanks that you have given us in your review. We are so glad that our service not only meets your mother's needs but helps to support you to. We will continue to provide the highest possible service and assist in any way that we can.

I have MS and heart failure, so my needs are complicated and can vary from day to day. The company has shown a lot of understanding in putting together my care package which includes transfers (wheelchair/bed/shower/chair etc), personal care and food preparation. The office staff are professional and helpful and always ready to discuss my needs. The carers are kind, willing and considerate. They are very able and always eager to learn. Their cheerfulness brightens up my day.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 4.5 out of 5

Overall Standard: Good

Staff: Excellent

Care / Support: Excellent

Management: Good

Treated with Dignity: Excellent

Value for Money: Good

The carer's do a brilliant job. My mother has severe dementia, no mobility and double incontinence. They are excellent at dealing with her and are courteous and speak to her, although she very rarely communicates now. They chat with my father and will tell us if there are any problems where we may need a district nurse. Without them, my mother would be in a home.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 4.8 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Good

Treated with Dignity: Excellent

Value for Money: Excellent

C Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 04 Apr 2017:

Thank you for taking the time to undertake a review. We are very pleased to know that the care team does an excellent job and treat your mother with kindness and respect. We strive very hard to keep people at home in their familiar surroundings for as long as possible and to provide them with a high level of care. It is so good to see that we are doing our job well.

Very good. Plenty of communication with carers. As I try to give my wife her pain killers 30-60 minutes before the carer arrives. Some indication of an ETA on Saturday mornings would be good.
Apart from this very minor problem, everything is going well.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 4.7 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Satisfactory

Treated with Dignity: Excellent

Value for Money: Excellent

C Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 04 Apr 2017:

Thank you for taking the time to review us. We are pleased that the care is going well with regards to the expected time of arrival on a Saturday morning we are always happy to contact you before your time schedule arrives on Saturday for the week ahead. We will arrange this for the future.

We are very happy with the carers that we have.They are very polite and very friendly with everything they do.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Value for Money: Excellent

C Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 04 Apr 2017:

Thank you for taking the time to send a review, we are very pleased to know that the service you receive is excellent and meets your needs.

I found that all the carers who I had dealings with were kind and went out of their way to help me. I have come to look on them as real friends.

How likely would you be to recommend Primary Homecare Ltd? Likely

Average Rating: 

 4.3 out of 5

Overall Standard: Excellent

Staff: Good

Care / Support: Excellent

Management: Good

Treated with Dignity: Good

Value for Money: Good

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 12 Jan 2017:

Thank you so much for taking the time to send a review, we are so pleased to know that the service meets your needs and you have such a good relationship with the team who visit you.

All the carers are very helpful and respectful. There is one carer that is very good at her job however she is very depressing and I get her too often. 8 times a week is too often.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 4.8 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Good

Treated with Dignity: Excellent

Value for Money: Excellent

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 14 Dec 2016:

Thank you for taking the time to complete a review, we are pleased to know that the service we provide is excellent. With regards to the carer that you have referred to we will be contacting you to discuss this further.

I believe that Primary Homecare provides a workforce that is first class in their ability to work on a person to person level and give their full attention in a professional manner to their client base requirements. They are very capable, friendly and honest people providing and understanding the needs of their clients.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Value for Money: Excellent

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 06 Dec 2016:

It is a pleasure to read such a positive review and we are so pleased to know that the service we provide exceeds your expectations. Thank you for taking the time to complete the review.

I have one particular carer with whom I am very satisfied other carers are good although language skills are a problem with some. Being a strong survivor and registered disabled it is frustrating hence my poor writing skills. Depending on who answers the phone in the office it is satisfactory. My problems have been where messages I have given have not been passed on. It has been better the last couple of weeks.

How likely would you be to recommend Primary Homecare Ltd? Likely

Average Rating: 

 3.8 out of 5

Overall Standard: Good

Staff: Satisfactory

Care / Support: Excellent

Management: Satisfactory

Treated with Dignity: Excellent

Value for Money: Satisfactory

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 06 Oct 2016:

Thank you for taking the time to complete a review. We are happy to know that you are generally pleased with the care that we provide, with regards to the language barrier with some of the staff we always ask customers to report any difficulties they may have with any carers so we can find a solution. We have recently experienced a change in the office team and hope that the new members will settle in soon.

Very good, wife treated as an individual. Handled gently, everything explained to her as she is cleaned/changed/shampooed. Primary Homecare's routine of sending couples when possible provides a good teamwork scenario. The carers take their work seriously and are quick to initiate changes in treatment and equipment. Office happy to "go along" with changes. Punctuality very good.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 4.7 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Good

Treated with Dignity: Excellent

Value for Money: Good

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 07 Sep 2016:

Thank you for your lovely response, I am so pleased to hear that the care that we deliver is to a very high standard and meeting your wife's needs. We appreciate that you have taken the time to send in a review.

Carers mostly good, caring and friendly. Two most caring and always looking towards my improvement.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 4.2 out of 5

Overall Standard: Good

Staff: Good

Care / Support: Good

Management: Excellent

Treated with Dignity: Good

Value for Money: Good

The care and trouble taken by carers is amazing.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Value for Money: Excellent

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 05 Aug 2016:

We are very pleased to know that you rate the service as excellent and that you would recommend us to other people. We will continue to provide you with a high quality service in the future.

Very good.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Value for Money: Excellent

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 01 Jun 2016:

We are very pleased to know that the service we provide is excellent and meets your needs and that you would recommend us to other people that may require care. We would like to thank you for taking the time to complete a review.

When I changed over from another care agency to Primary Care I was not sure what to expect, but I need not have been concerned. Every carer I have met has been kind, caring and willing to assist me with all my care needs. I look forward to their daily morning visit and having a chat whilst they give me the help I require.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 4.7 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Good

Treated with Dignity: Excellent

Value for Money: Good

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 13 May 2016:

We are so pleased to see that the service that we provide meets your needs and that you get on well with your carers. Thank you so much for taking the time to send in a review

I have found all staff and helpers are efficient and helpful at all times.

How likely would you be to recommend Primary Homecare Ltd? Likely

Average Rating: 

 3.8 out of 5

Overall Standard: Good

Staff: Satisfactory

Care / Support: Good

Management: Good

Treated with Dignity: Good

Value for Money: Good

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 04 May 2016:

Thank you for taking the time to complete a review. We are happy to see that you are satisfied with the service that we provide.

Generally satisfied with all aspects of my wife's care, however the constant changes in staff attending her is not ideal.

How likely would you be to recommend Primary Homecare Ltd? Likely

Average Rating: 

 4 out of 5

Overall Standard: Good

Staff: Good

Care / Support: Good

Management: Good

Treated with Dignity: Good

Value for Money: Good

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 30 Mar 2016:

We appreciate that there has been a change in your wife's regular care team it is always difficult when you have been used to the same carers for a number of years and then they move on which has recently been the case. We hope that the new carers will settle quickly and this will improve the situation. Thank you for taking the time to complete a review

I am satisfied with the service my mum gets from Primary Homecare Ltd. The staff and carers are very helpful and look after mum very well and i will recommend this service to friends and family.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Value for Money: Excellent

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 17 Mar 2016:

Thank you very much for taking the time to complete a review. We are so pleased to hear that your Mum is happy with the carers who visit her on a daily basis and that they provide excellent care. We look forward to continuing to provide a high quality service in the future.

Very friendly and efficient. Also knowledgeable and helpful information given.

How likely would you be to recommend Primary Homecare Ltd? Extremely Likely

Average Rating: 

 4.8 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Value for Money: Good

C. Milldown, Registered Manager at Primary Homecare Ltd responded to this review on 16 Mar 2016:

Thank you very much for your review we are so pleased to know that the service we provide is excellent and meets your husband's care needs and we appreciate that you have taken the time to complete the review and share your views with others

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Awards / Recognitions

July 2017

Suffolk Care Awards

Recipient: Primary Homecare Ltd

Date: Friday 28 Jul 2017

more details

February 2015

October 2014

Gem Awards

Recipient: Primary Homecare Ltd

Date: Friday 10 Oct 2014

more details

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