Home Instead (York)

10 Clifton Moor Business Village, James Nicolson Link, Clifton Moor, York YO30 4XG
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9.6 75 Reviews
  • Home Instead (York), York
Home Instead York are a family business and 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 Home Instead in York was started in 2009, numerous people who had experience of care at home were spoken to 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 Instead's. 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 Care Professionals. As part of the Home Instead 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 national office and of course by the CQC.
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Care Provided

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
  • Shopping Service / Errands
  • Transportation Service

Other Care Provided

  • Dementia
  • Cancer Care
  • Palliative / End of Life Care
  • Learning Disability / Autism
  • Mental Health Condition
  • Physical Disability
  • Visual / Hearing Impairment
  • Hospital Discharge

Funding & Fees

Available on request

Good to Know

Group/Owner

Person in charge

  • Ann-Marie Roche (Managing Director)

Home Instead (York) Reviews (75)

9.6

Home Instead (York) has a Review Score of 9.6 (9.581) out of 10, based on 7 reviews in the last 2 years.
Over all time Home Instead (York) has 75 reviews.

Overall Experience
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Date Published
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Reviewer Connection to Home Instead (York)
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Total of 75, showing 41-60
Review from Jane (Daughter of Client) published on 12 June 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
Have been using Home Instead York for the last four months. Cannot recommend them enough after having bad experiences with other care providers. Everyone is professional, friendly and caring in our experience so far. My dad's needs have changed over the months and it has never caused any problems.
Someone
always turns up at the times and days arranged (twice a day, seven days a week). Thank you to all involved at York.
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Review from Sue T (Daughter of Client) published on 4 June 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
I have been very impressed with Home Instead York since we started to use them for my parents. They have always been flexible, professional, and gone the extra mile to ensure the correct care is given. Many of the carers are proactive and understand the individual client's needs.
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Review from Debbie J (Cousin of Client) published on 14 May 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
I have had Home Instead York for over three months now for my relative who has Dementia and other health needs. The Carers are invaluable to me in providing personal care and social contact. Without them, he would be isolated with no social interaction at all. He really looks forward to the Caregivers
visits and sees them all as friends who call in to see if he is okay. They cook his meals and most importantly ensure he takes all his prescribed medication. Despite Covid -19, they have never missed a call. Using their PPE have still carried out full and excellent care to him. All the staff at Home Instead, York are so approachable, friendly and supportive. Caregivers understand my relatives' needs. His Dementia can mean a lot of repetitive conversations and this can be challenging at times. However, the Caregivers meet that challenge with patience, understanding and care. He is treated as a member of their family and that's what sets their care above all others. You are the best.
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Review from Susan A (Niece of Client) published on 11 May 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead have been the main care provider for my aunt for almost two years and the amount of care they provide has slowly increased over that time as my aunt's care needs have increased. I have been extremely happy with the service given, with many of the carers and office staff showing a real commitment
and loyalty to my aunt that goes way beyond providing basic care. I live a long way away from my aunt, and with no other relatives close by ensuring my aunt's safety, meeting her care needs has proved incredibly challenging at times. The staff at Home Instead have always seemed able to rise to that challenge: organising overnight care at very short notice, carers staying on beyond their duty hours when additional needs arose, communicating concerns to me and the on-call staff providing telephonic support to my aunt overnight at times when she was confused and distressed. I have felt confident and reassured and a genuine feeling that they have my aunts' best interests at heart.
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Review from Lucy W (Daughter of Client) published on 16 September 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead provided support/care for my dad during his final few months with cancer April - August 2019 and continue to support my mum. I can not recommend their service highly enough, from me making an initial enquiry many months earlier, sensitive support and clear advice given at that time (due
to complexity of family situation), through to initial home assessment visit and the start of caregiver visits.
All staff encountered both in the office and those visiting my parents have been very competent, completely professional and have truly gone out of their way to provide warm, individualised, respectful and dignified support. Dad spoke extremely highly of his gratitude and enjoyment of the visits. Communication has been excellent (client journal, emails, phone calls and liaison where appropriate with other involved professionals) and I have always felt updated about things and able to contact staff when needed. I have been most impressed by the service received - really outstanding.
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Review from Sarah S (Daughter of Client) published on 26 June 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
My father was in the early stages of vascular dementia. As a family, we were keen to keep him in his home environment for as long as possible. Home Instead provided carers who not only delivered a high level of care, warmth and problem-solving initiative, they also had a great can-do attitude. The office
staff and on-call facility were both professional and understanding. As a former RGN myself I cannot recommend Home Instead highly enough.
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Review from Elizabeth H (Daughter of Client) published on 24 January 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
We have recently increased mum's care to 2 hours, 7 days a week and we are quite happy although some days it would be better to have 1 hour in the morning and 1 hour in the afternoon, but, I know it is not company policy. Occasionally, I would like the carers to be more proactive ie showering mum more
often although I realise if she refuses there is not much they can do!
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Review from Mary F (Daughter of Client) assisted by family/friend published on 17 January 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Very pleased with the quality of the care provided. Everyone is very friendly, caring and helpful.
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Review from Karen C (Next of Kin) published on 15 January 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have, over the last 20 years, used a number of care agencies to look after elderly friends and family but have never come across an agency which operates across the board at such an outstandingly good level.
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Review from Jean W (Client) published on 23 October 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I am always really pleased to see my regular carer. I know that she is going to be able to help me.
She really takes care of me very well, I can rely on her. I don't know really what I would do without her. We have a lot of fun and laughter and she lightens my days so I feel a bit brighter.
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Review from Rob S (Son of Client) published on 29 June 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Home Instead Senior Care (York & Malton) provide an excellent service and look after the needs of my mother well.
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Review from Christine B (Daughter of Client) published on 11 June 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Home Instead Senior Care (York & Malton) have been absolutely amazing and I can't praise them highly enough. Every member of the team has shown respect, concern and a determination to do their absolute best for my parents. As a result, mum and dad feel secure seeing the same friendly faces every week
and this allowed me to feel more relaxed knowing they are being so well looked after. Thank you.
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Review from Olive D (Client) published on 22 May 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I am fortunate in that I have the same Carers each week so that over time we have got to know each other quite well. All are adaptable e.g I had to go for an appointment, leaving a staff member home. She had some ironing to do and other tasks, such as fill up the bird feeders but she had done them before
we got home, so she cleared out some of the kitchen drawers for me.
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Review from P C (Client) published on 15 May 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
It is a great comfort knowing that someone is coming to help me in the mornings, especially as the Carers are fun to talk to, otherwise, I could become a dirty, bitter old woman!
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Review from Rita S (Client) published on 9 May 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I find the service extremely valuable.
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Review from Alex-Jane H (Daughter of Client) published on 14 March 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
All excellent.
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Review from Louise S (Daughter of Client) published on 18 September 2017 Submitted via Website • Report
Overall Experience 5.0 out of 5
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.
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Review from Carol L (Sister of Client) published on 3 August 2017 Submitted via Website • Report
Overall Experience 4.0 out of 5
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.

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Review from Karen S (Daughter of Client) published on 4 May 2017 Submitted via Website • Report
Overall Experience 5.0 out of 5
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.
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Review from Denise P (Cousin of Client) published on 2 May 2017 Submitted via Website • Report
Overall Experience 5.0 out of 5
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.
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Current Review Score: 9.6 (9.581)

Overview of Review Score

The Review Score of 9.6 (9.581) out of 10 for Home Instead (York) 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 7 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 4.7 out of 5 from 7 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 4.881 for Home Instead (York) is calculated as follows: ( (37 Excellents x 5) + (5 Goods x 4) ) ÷ 42 Ratings = 4.881
  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 (York) is based on 7 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 = 4.7
  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: 18 Nov 2021

Overall Good

  • Caring Outstanding
  • Effective Good
  • Responsive Good
  • Safe Good
  • Well-led Good
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 (16)

Meet the Team (4)

Ann-Marie

Ann-Marie Roche

Job Title: Managing Director Joined: 2009

I am the co-owner and Managing Director of Home Instead in York as well as in Scarborough and Ryedale along with my husband Luke.


My professional background is in marketing and operations, mainly in the education sector. I have personal experience with how dementia can impact a family and the relationships within it. I am passionate about helping people live with dementia in their own homes where they are most comfortable, in the same way, that my dad did.


In my role as Managing Director, I am responsible for supporting the team to deliver outstanding care to all of our clients. We do this by hiring the right people, providing award-winning training, monitoring the quality of everything we do and always applying ‘the mum test’ ie. would this be what I would want for my mum or dad?

Luke

Luke Norbury

Job Title: Director Joined: 2009

I'm Luke, co-founder of Home Instead in York.


Before purchasing a franchise office in 2009, I worked in the banking and in the telecommunications industry for 12 years. I'd previously had experience in looking for home care for my own family and having young children I understood first-hand how difficult it could be for family members who have to work but also have a loved one who needs support and care throughout the day.


It was the ethos of Home Instead that really attracted me into becoming a franchise owner. Seeing the real difference we are able to make in people’s lives and creating opportunities to work within the domiciliary care sector really makes me proud.


My role is to build relationships with local providers and organisations; look for opportunities for Home Instead to contribute to the local community and manage the business side of the operation.

Laura

Laura Holmes

Job Title: HR & Training Coordinator Joined: 2022

Hi, I’m Laura. I joined Home Instead in March 2022 as the HR & Training Coordinator. Previously I was working in Horticulture but, I’m really excited about taking on this role and working in the care sector!


In my role, I am responsible for getting new recruits through their first few weeks with the team and ensuring they have all the required documentation, training and background checks completed before commencing work.


I also make sure that existing Care Professionals continue to remain compliant with all aspects of training & HR documentation.

Nicky

Nicky Leaf

Job Title: Care Quality Co-ordinator Joined: 2022

Hi I’m Nicky, I have worked with Home Instead since November 2022 as a Care quality Coordinator, my role is to support the Care Manager and our team of Care Professionals in ensuring the quality of the care we deliver is to the highest standard.

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