Prime Care Support Ltd - Dunstable has a Review Score of 1.3 (1.250) out of 10, based on 2 reviews in the last 2 years. Over all time Prime Care Support Ltd - Dunstable has 3 reviews.
Overall Experience
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Date Published
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Reviewer Connection to Prime Care Support Ltd - Dunstable
2
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Total of 3, showing 1-3
Review from N R (Granddaughter of Client) published on 9 October 2025
Submitted via Website • Report
Overall Experience1.0 out of 5
I went to visit my Grandad today and was shocked by what I saw. The carer spent most of the time on her phone. At first, I assumed she was doing something work-related, like filling out his medication forms. But later, my Nan told me this is what happens every time-they just sit on their phone. This
has apparently been going on for quite a while.
They don't interact properly with my grandparents at all. It's heartbreaking, but sadly this is the reality for so many people who rely on carers. Instead of actively caring, they come across as lazy and uninterested. These are the last few years of my Grandad's life, and it's disgusting that this is the standard of care being provided, especially considering how much is being paid. What's worse is that the carers refuse to do anything that isn't on the care plan. For example, my Nan, who is 92, asked if they could carry her wash basket downstairs. The carer flat-out refused, saying it wasn't on the plan.
Reply from J Drury, Manager at Prime Care Support Ltd - Dunstable
Thank you for your feedback which we take seriously. Staff use phones to log in/out, read careplans and record notes. Our council contract requires two separate apps, taking time. Staff aren't permitted to use phones for anything else and we are addressing this to ensure highest standards are maintained. We've implemented spotchecks specifically looking to redress this issue and those found to be at fault will face our disciplinary procedure. We don't underestimate the value of social interaction between our staff and service users.We understand support requests have been raised above the agreed careplan. Unfortunately, staff must work within the commissioned care package, We're always willing to discuss reviewing care plans if needs change. There was a weekly sit call commissioned which was frequently cancelled.We note staff gender preferences have been raised. We always aim to take preferences into account we can't guarantee gender due to equality and non discrimination commitment
Staff
Care / Support
Management
Treated with Dignity
Value for Money
Review from H S (Daughter of Client) published on 10 November 2023
Submitted via Website • Report
Overall Experience1.0 out of 5
Careless and sloppy even though I complained to the office several times. When I was away my neighbours, who have the key, had to switch lights off and regulate the heating that was turned up to 30 degrees after the last carers left. Food was usually left out instead of being put in the fridge. They
used to open new cartons of milk or juice before the old ones were finished. Very chaotic. Unfortunately, due to my loved one's hospital admissions, we now have another agency that does exactly the same. We have experienced many agencies and there has only been one good one so far. I have included this extra general info to highlight the problems of the care system in this country.
Reply from Jason Drury, Manager at Prime Care Support Ltd - Dunstable
There were some issues that were raised by the service users's and family members, each concern that was raised received a full investigation and response that service user and family were happy with.
The service user asked to return to Primecare after a lengthy Hospital Admission.
A lot of support was put in for service user to change over to a new pharmacy as service user could not cope with ordering meds (this is something that we do not normally do as standard when a service user is able to do for themselves)
Compliments were received and sent out to carers as service user was really happy with them and family commented that ‘All carers are wonderful they are like models’.
We agree however that there are "problems of the care system in this country" which can be attributed to a general lack of funding.
Staff
Care / Support
Management
Treated with Dignity
Value for Money
Review from Gill L (Daughter of Client) published on 14 December 2020
Submitted via Website • Report
Overall Experience1.0 out of 5
After many emails/conversations, the service has not improved. Of late, the people caring for my dad do not ‘care’ and have become so familiar that they think it is okay to get angry in front of my parents, making them feel extremely vulnerable. Absolutely disgusted to say the least.
Staff
Care / Support
Management
Treated with Dignity
Value for Money
Current Review Score: 1.3 (1.250)
Overview of Review Score
The Review Score of 1.3 (1.250) out of 10 for Prime Care Support Ltd - Dunstable is based on a) the Average Rating and b) the number of positive Reviews.
The Average Rating is 1.3 out of 5 from 2 Reviews in the last 24 months.
The score for the number of positive Reviews is 0.0 out of 5 from 0 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:
5 Points are available for the Average Rating from all Reviews in the last 24 months.
The Average Rating of 1.250 for Prime Care Support Ltd - Dunstable is calculated as follows:
(
(3 Poors x 2)
+
(9 Very Poors x 1)
)
÷ 12 Ratings = 1.25
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 Prime Care Support Ltd - Dunstable is based on 0 Positive Reviews in the last 24 months and is calculated as follows:
0 = 0
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.
Regulatory Rating
Care Quality Commission (CQC) Rating
Date:
25 Sep 2024
Overall
Good
Caring
Good
Effective
Good
Responsive
Good
Safe
Good
Well-led
Good
Key
Inspection ratings
We rate most services according to how safe, effective, caring, responsive and well-led they are, using four levels:
Outstanding - the service is performing exceptionally well.
Good - the service is performing well and meeting our expectations.
Requires improvement - the service isn't performing as well as it should and we have told the service how it must improve.
Inadequate - the service is performing badly and we've taken enforcement action against the provider of the service.
No rating/under appeal/rating suspended - there are some services which we can't rate, while some might be under appeal from the provider. Suspended ratings are being reviewed by us and will be published soon.
Ticks and crosses
We don't rate every type of service. For services we haven't rated we use ticks and crosses to show whether we've asked them to take further action or taken enforcement action against them.
There's no need for the service to take further action. If this service has not had a CQC inspection since it registered with us, our judgement may be based on our assessment of declarations and evidence supplied by the service.
The service must make improvements.
At least one standard in this area was not being met when we inspected the service and we have taken enforcement action.
Care Quality Commission is responsible for the registration and inspection of social care services in England.
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Frequently Asked Questions about Prime Care Support Ltd - Dunstable
What Type of Services does Prime Care Support Ltd - Dunstable offer?
Prime Care Support Ltd - Dunstable offers Home Care.
How many Carers does Prime Care Support Ltd - Dunstable employ?
Prime Care Support Ltd - Dunstable employs 134 carers.
Information on this page is displayed without responsibility for its accuracy on the part of homecare.co.uk. Please contact Prime Care Support Ltd - Dunstable to verify any information. View our terms and conditions. Prime Care Support Ltd - Dunstable has an Basic Service - more info.
