Home Instead Senior Care (York & Malton)

10 Clifton Moor Business Village, James Nicolson Link, Clifton Moor, York YO30 4XG

Home Instead Senior Care (York & Malton)
Home Instead Senior Care (York & Malton)
Home Instead Senior Care (York & Malton)

Home Instead Senior Care York & Ryedale are a family business and who know how difficult it can be to find the right organisation to provide support at home, whether it’s for you, or for a loved one. When Luke Norbury started Home Instead in York in 2009, he spoke to numerous people who had experience of care at home in an effort to identify what were the most important aspects of a home care service. Their regulating body, the Care Quality Commission (CQC) has summed these up succinctly in their approach to inspecting services like Home Insteads. Home Instead therefore evaluate everything they do using the CQC’s five themes:

- Safe - Effective - Caring - Responsive - Well-Led

Their aim is that these five themes form the foundations that allow clients to build trust in Home Instead and the service they provide. Ultimately they aim to provide a service that they would be happy for their own families to receive and they believe passionately in giving you the confidence to trust them to provide the care or support you need.

The team specialise in providing home care and support for older people and have developed an Alzheimer's and dementia training programme for CAREGivers. As part of the Home Instead Senior Care franchise network carers are required to meet standards that exceed the requirements put in place by the Care Quality Commission (CQC).

These standards cover pre-employment checks, training and service quality assurance - all of which are monitored in-house, Home Instead Senior Care's national office and of course by the CQC.

Group : Home Instead Senior Care

Person in charge: Daphne Ellis (General Manager)

Type of Service: Home Care Agency (Privately Owned)

Provides Carers directly to the general public: Yes

Number of Carers: 70

Fees Guide: £24.50

Services Offered: 24 Hour Care • Adult Care (18+) • Live in Carer • 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 • Learning Disability • Medication Assistance • Mental Health Condition • Palliative Care • Personal Hygiene Care • Physical Disability • Respite cover • Sensory Impairment • Shopping Service / Errands • Sit in Service • Transportation Service

Latest Care Quality Commission* Report on Home Instead Senior Care (York & Malton): click here

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

Reviews

9.8 Home Instead Senior Care (York & Malton) has a Review Score of 9.8 (9.797)

The Review Score of 9.8 (maximum of 10) for Home Instead Senior Care (York & Malton) is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.8 out of 5 from 20 Reviews over all time. This Average Rating is also the rating value for Home Instead Senior Care (York & Malton) in Google's Search Results - more info

  • b) The score for the number of positive Reviews is 5 out of 5 from 13 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 4.797 for Home Instead Senior Care (York & Malton) is calculated as follows: ( (99 Excellents x 5) + (14 Goods x 4) + (5 Satisfactorys x 3) ) ÷ 118 Ratings = 4.797

  • b) 5 Points are available for the number of Positive Reviews in the last 12 months. If there are no Positive Reviews in the last 12 months, then 2.5 points are available for the number of Positive Reviews in the last 2 years. 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 Home Instead Senior Care (York & Malton) is based on 13 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
    17
  • Good
    3
  • Satisfactory
    0
  • Poor
    0
  • Very Poor
    0
  • Don't Know
    0

How Likely are the Reviewers to Recommend Home Instead Senior Care (York & Malton)?

  • Extremely LIKELY
    19
  • Likely
    1
  • Don't know
    0
  • Neither Unlikely or Likely
    0
  • Unlikely
    0
  • Extremely UNLIKELY
    0

Reviewer Connection to Home Instead Senior Care (York & Malton)

  • Daughter of Client/Service User
    8
  • Client / Service User
    5
  • Son of Client/Service User
    2
  • Cousin of Client/Service User
    1
  • Friend of Resident/Service User
    1
  • more

I have recently just started care for my elderly mum who was really struggling with day-to-day activities. So far I have been very impressed with Home Instead and the carers.
The effort that goes into the care plan is great and very thorough and you can keep adding information and do regular reviews to ensure all is going well. They really want to get to know my mum and what her needs are.
I have been impressed with the open communication. I have met most of mum's carers and they are all lovely. They talk to mum as well as seeing what the priorities are day to day to keep everything ticking over.
It has taken a great deal of pressure off me to know that there is someone going in every day.
Home Instead only offer visits of a minimum of an hour. My mum has Alzheimer's so I didn't want someone just popping in for 15 minutes - I wanted a longer visit so mum had some company as well as someone being able to help her.
I would definitely recommend for anyone looking for some help.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? 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

My sister has used Home Instead Caregivers for over 12 months now and is very happy with their service. The carers have also been great at adapting to my sister's changing needs and that of her 24/7 live in carers, this has been a huge help. The Home Instead Caregivers are reliable and take my sister out to places that interest her or suit her needs, like taking her to the hairdressers when required.

Staff are always friendly and helpful when you ring the office and nothing is too much trouble.

My sister has received a good level of service and the Caregivers always try to keep her motivated and cheerful, which is what she needs.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? Extremely Likely

Average Rating: 

 4.2 out of 5

Overall Standard: Good

Staff: Good

Care / Support: Good

Management: Good

Treated with Dignity: Excellent

Value for Money: Good

I can't praise Home Instead enough for the fantastic care that they give to my Dad. When he first agreed to let us find him some help, we didn't know who to contact, but a friend recommended Home Instead and we are so glad that we made the call. The caregivers do a wonderful job and I would highly recommend Home Instead to anyone looking for care for a relative.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? 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

I have been delighted with the service and care my cousin has received. The agency is extremely professional well organised and run very efficiently. The staff my cousin have been sent, have been outstanding in their work and lovely people. I cannot praise the standard of service enough.
You can only give this service 10/10. If I was a quality inspector it would be an outstanding service.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? 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

I changed to Home Instead having had a bad experience with the previous care providers who were looking after my Dad. He had numerous medical conditions and dementia. They were very professional from the very first meeting. Dads care needs were assessed at the start and a carer matched to his needs, one of the carers at the start wasn't a good match with Dad, as soon as I raised concerns within days this was sorted. The carers were lovely and really looked after Dad well and the management and office staff were also very helpful and professional.

I was so pleased that I took on Home Instead to care for my Dad, I only wish I had done it sooner.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? 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

I have found the service so useful in more ways that one. It has enabled me to continue my day to day routine both in my home and in the community. The carer is so helpful and willing to do all that I ask for her. She has a very pleasing and calming manner and I enjoy her visits very much. At last, I can have a bath on regular basis with no worry about slips or falls, she is very patient with me.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? 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

After looking at other reviews for various care companies, I'm very glad I chose home Instead, York. They have been helping the family care for my 90-year-old mother for 18 months. I am impressed at their care and attention to detail when trying to find compatible carers for mum. She now regards both her helpers as friends and welcomes their visits.

The company also has good fail rate measures and should a care fail to turn up, there is a regular review with myself and mum to check everything is still going well. They are extremely responsive to email or phone call queries and I can't recommend them too highly.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? 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

It's very important to get the correct care, this company does that. 2 regular carers that know the needs and nature of my friend's personality goes a long way to making life good for all of us.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? Extremely 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

We were recommend Home Instead Care when my father needed personal care almost 2 years ago. Everyone we met treated my parents with the utmost respect, kindness and good humour. My father died last year and how my mother benefits from friendship visits. We have received wonderful service from Home Instead and would not hesitate to recommend them.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? 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

A Caregiver from Home Instead sees Mum, she is second to none, we will probably up hours and days shortly as Mum has Dementia, nothing is too much trouble for the Care-Giver. For those families that have to deal with Dementia/Alzheimers a little help goes a long. Caregiver lady is patient with every need Mum has, no matter how many repeats with the same questions or statements, she makes life a whole load easier for all concerned. I have no hesitation in recommending Home Instead's Service. When you often hear negative comments in the 'Care' world as people do tend to complain and not give credit where it is due, here is a company that cares, it's a simple at that.

Another female Caregiver who started working for my Dad since mid Dec'16. She comes Mon-Fri for an hour each morning and sometimes on a Sat or Sun. Dad early 80's and needs help showering/personal needs but recently early Parkinson's so various needs and often is very impatient. The service she provides via Home Instead is second to none, she is helpful, mindful, kind and yet professional. As well as all of this she is patient with Mum (Mum has dementia) and she chats to her as well. I cannot fault the care. In an era where people rarely give compliments and more often than not, take the time to complain. Home Instead are exceptional, praise where it is due, well done.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? 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

My mother's medical condition meant that she needed her meals prepared, her taking of medicine supervised and household chores done for her. She also needed help with dressing and some help in the bathroom and latterly, care at night. We also wanted her to have companionship and occasional outings to supplement family visits.
From the very first visit, the standard of care was outstanding in every respect. Without exception, all the carers on the rota were conscientious, compassionate, professional, warm, friendly and diligent. The attention to the needs of my mother and the undertaking of household chores were carried out brilliantly. Both I and my brother were kept thoroughly and promptly informed if there were any issues that we needed to know about and our requests to the office were always dealt with courteously and efficiently.
My mother became very fond of the carers who always showed patience and compassion to give her the very best one-to-one care.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? 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

I have been using the services of Home Instead for the last 18 months and am very satisfied with the service they are giving. We have the same carer each week so a rapport has grown up between my husband and the carer which is nice to see.
The management side are very good and if I need to change days or add a day they do all they can to see that our needs are met.
I would, and have, recommended them to friends.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? 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

All very caring, pleasant and helpful.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? Extremely Likely

Average Rating: 

 4.5 out of 5

Overall Standard: Excellent

Staff: Satisfactory

Care / Support: Excellent

Treated with Dignity: Excellent

We engaged the services of Home Instead in August 2009 to help care for our Mum who was shortly thereafter diagnosed with Alzheimer's, gradually increasing the hours required until she passed away in December 2016.

Throughout this time the personal care and companionship provided by the caregivers was exceptional and of the very best quality. They were always kind, caring and most considerate and helped to give our Mum the best possible quality of life as her illness progressed. In fact, they gave her a new lease of life, particularly in the early years, taking her out for afternoon tea, a forget me not cafe and to singing for the brain events etc. We were very fortunate to have one gifted carer who worked with our Mum throughout this time and a number of others who worked with her for many years. This was so important and really helped to build the carer/client relationship.

I would have no hesitation at all and would heartily recommend Home Instead York to anyone thinking of using their services.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? 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

My parents needed carers after dad (94) had a spell in hospital, neither were keen having people coming into their home. Home Instead Senior Care were extremely professional and helpful coming to their home chatting about what they liked, finding out from me about their lives so that they would find the right people and they have. Same 3 ladies who come round 4 days a week are great, helpful, friendly and now friends to mum and dad.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? 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

The agency is very good and I would give them 10/10 for all that they are doing.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? 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

We were introduced to Home Instead in September 2016 when looking for some companionship for our aunt.
Having been widowed last year she was missing the companionship she was used to and also someone to help with shopping, meal planning etc.
Home Instead have been marvellous, they take a lot of time matching up the right people to help aunty. She now has regular weekly visits and also enjoys outings with the carers. We would have no hesitation in recommending the agency to others.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? 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

Highly recommend Home Instead Senior Care. Service provided is professional, caring with a personal touch. Great care is taken to match the caregivers to the clients. There is a great emphasis on individual care and treating clients with dignity. Caregivers are matched for their personal qualities and life experience and are very special. My parents and I are extremely happy with the care provided and the professional, caring attitude of the team in York.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? 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

Home Instead caregivers come three times a day and for the most point provide superb care. They get me out of bed, shower and dress me in the morning. In the afternoon they offer companionship and oversee exercises prescribed by the physiotherapist and in the evening they wash me and put me to bed. Generally, they are excellent- efficient, cheerful and pleasant company. My wife tells me that the office staff are always welcoming and helpful over the phone. However, we are not always informed of changes to our schedule.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? Likely

Average Rating: 

 4.2 out of 5

Overall Standard: Good

Staff: Excellent

Care / Support: Good

Management: Satisfactory

Treated with Dignity: Excellent

Value for Money: Good

Alright, very reliable. They regularly help me by doing laundry, especially stripping and making the bed. My carer puts eye drops in and looks after my legs and feet. I have one main carer and they try to give me the same stand in, if possible, if she can't come in. All the carers have been very pleasant, friendly and very caring and concerned for me. I can't fault any of them.

How likely would you be to recommend Home Instead Senior Care (York & Malton)? 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

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Job Vacancies

Staff Profiles

Carol

Carol Hirst

Job Title: Care Manager

Joined: 2013

Description:

Carol joined us in 2013 after a friend recommended working for Home Instead. She has over 30 years of experience in the care sector working in a variety of settings. She has worked as a registered manager in the past, but joined Home Instead as a CAREGiver, because she enjoys seeing the difference the right kind of support can make to someone. She soon demonstrated the potential to take on more responsibility and was appointed to the role of Care Manager in 2014. As Care Manger Carol has overall responsibility for the service provided to clients. Carol has 4 children and twin grand-daughters, all of whom keep her busy when she's not working.

Charlene

Charlene Garrett

Job Title: Staff Co-ordinator

Joined: 2015

Description:

Charlene joined the team in May 2015 as Staff Co-ordinator, but had worked as a CAREGiver in the past before taking a promotion opportunity with another care company. Fortunately for us, Charlene missed Home Instead so much that she kept an eye out for an opportunity to rejoin our team and the rest is history!

Charlene is responsible for making sure everyone is in the right place at the right time and matches CAREGivers with clients so that there is the best possible chance of getting on.

In her spare time Charlene spends time with her partner and her son Zac. She is also passionate about kick boxing.

Daphne

Daphne Ellis

Job Title: Operations Manager

Joined: 2015

Description:

Daphne joined us in January 2015 as Operations Manager.
Previously Daphne has worked in senior management roles within regional publishing.
Her role is to ensure the smooth running of the office ,she has a passion for people and processes and hopes that, supports, motivates and inspires the great team at Home Instead.
Daphne is a keen landscape and travel photographer and has many of her pictures published over the years.
Daphne lives in a small village north of York with her partner John who is a landscape gardener, so most of her spare time involves pushing a wheelbarrow. They also open their garden as part of the National Garden Scheme.

Jack

Jack Fisher

Job Title: Finance & HR Administrator

Joined: 2013

Description:

Jack is our Finance & HR administrator. He really is a ‘Jack of all trades’ with roles including; doing payroll, mileage, billing and chasing up references and CRBs for new CAREGivers to name just a few. Jack started off at Home Instead as an Apprentice Business Administrator and after a successful year at the company he was offered his current job on a permanent basis. Outside of work, Jack is a keen drummer and often finds himself infuriating his colleagues by relentlessly tapping on his desk.

Roisheen

Roisheen Childs

Job Title: Community Development Officer

Joined: 2014

Description:

Roisheen joined the Home Instead York team at the beginning of 2014 as the Community Development Officer. It's Roisheen's role to raise awareness in the York community of the at home care services we offer. She also attends events to talk to people about opportunities to join our team and help us in Home Instead's mission to be the UK's most admired care provider by changing the face of ageing.

Before joining Home Instead Roisheen was part of the team at Older Citizen's Advocacy York (OCAY).

Roisheen is a keen gardener and has already proven her skills by reviving some of the plants in the Home Instead York office!

Andy

Andy Boast

Job Title: Recruitment & Retention Co-ordinator

Joined: 2015

Description:

Andy joined us in March 2015 as Recruitment & Retention Co-Ordinator.
He has worked in the care sector for over seven years managing supported living services across the York area.
His role is to find and hire staff who share the Home Instead ethos and make sure they are supported in the right way so that they remain part of the team! Interviews, one to ones, appraisals and attending job fairs are just a few of the tasks you will see him carrying out.
Andy is very much into his football and coaches at a junior level on a Saturday and Sunday morning.

Luke

Luke Norbury

Job Title: Managing Director

Joined: 2009

Description:

Luke worked in banking and in the telecommunications industry for 12 years before becoming a Home Instead Senior Care franchise owner. He was attracted to the ethos of Home Instead after seeing how Home Instead can make a real difference to people’s lives in their own homes, as well as providing employment opportunities in the community. His role is to build relationships with local providers and organisations; look for opportunities for Home Instead to contribute to the local community and to manage the business side of the operation. Luke is also the chair of the York Dementia Action Alliance. Luke and his wife Ann-Marie have 3 young children so understand how difficult it can be for family members who have to work but also have a loved one who needs support and care throughout the day.