Perfect Care - Durham

10-12 High Street, Spennymoor DL16 6DB
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9.5 26 Reviews
  • Perfect Care - Durham, Spennymoor
Perfect Care Ltd is a CQC registered company that provides excellence in care and support to people of all age ranges living in their own homes, whatever level of care they may require, from light domestic work through to Dementia Support or Complex Needs and End of Life. The company also provide private qualified nurses.

Emphasis is on the quality of care that is given to customers and revolves around what they want from the service. Carers take the view that each person is unique and every care package delivered is tailor made for that particular person.

The plan of care is built around customer requirements. All assessments of customers and care planning is undertaken by Registered Nurses, and Care Assistants who deliver this care, are closely monitored and supervised by Registered Nurses. Service reviews are conducted regularly to ensure that satisfaction is maintained, and that any changes to the Care Plan requirements are acted upon.

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Care Provided

Types of Home Care

  • Visiting 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

Other Care Provided

  • Dementia
  • Palliative / End of Life Care
  • Hospital Discharge

Funding & Fees

  • Hourly Visiting Care Fees: from £26.90

Fees vary depending upon your requirements

These prices are only a guideline, please contact Perfect Care - Durham to find out the exact price for your requirements.

Funding Types Accepted

  • Private Funding (Self-funded)
Explain these funding types

Good to Know

Group/Owner

Person in charge

  • Kelly-Ann Urwin (Registered Manager)

Perfect Care - Durham Reviews (26)

Total of 26, showing 21-26
9.5

Perfect Care - Durham has a Review Score of 9.5 (9.507) out of 10, based on 25 reviews in the last 2 years. Over all time Perfect Care - Durham has 26 reviews.

Overall Experience

  • 17
  • 3
  • 4
  • 1
  • 1

Date Published

26
6
9
25
1

Review from Louise E (Daughter of Client) published on 27 February 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Perfect Care was amazing with my mam. The manager was amazing - couldn’t fault them. They were always on time and saw to her every need. She really enjoyed the company, and they were so pleasant and supportive and were great at keeping me informed.

Reply from Carol jackson, Engagement Manager at Perfect Care - Durham

Thank you so much for your lovely review. We are delighted you have had a good experience. We take pride in ensuring this. Thank you.

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Review from Paul M (Son of Client) published on 22 February 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We contacted Perfect Care as my mother was finding it difficult to manage in her own home. The case manager came out and my mother was involved in her own care plan and this was person-centred to her. We were provided with all the information required. The care started and my mother has never been happier.
The carers are wonderful and always respect her choices and decisions. If it was not for the Perfect Care staff, my mother would not have managed in her own home. She looks forward to the carers coming and knows them all by name. My mother is a private paying client, and for the service she receives, we would definitely be happy to pay more. The office staff are always ready to help if we need to make changes to the call times and nothing is too much trouble for them. We, as a family can rest and not worry if my mother is receiving her care needs as we know she has the best carers from a great company. Keep up the good work Perfect Care, you are all worth your weight in gold.

Reply from Carol jackson, Marketing Manager at Perfect Care - Durham

Thank you so much for your wonderful review. We are delighted you are experiencing our fantastic service. We have an amazing team and we are so proud of them. Thank you Perfect Care

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Review from M R (Granddaughter of Client) published on 22 February 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My grandad has been receiving care since January 2023 and this has greatly benefited both himself and his family. Allowing the family to be able to spend quality time with him and providing my grandad with social interaction and support within his home. Without the great care workers my grandad would
not be able to remain at home which is the most important factor to both family and my grandad at this time in his life. He looks forward to the visits from his care staff. The care workers have time to spend with the clients and get to know what makes them tick. The office staff offer flexibility when needed and if there are any issues they are resolved quickly and communication between the office and myself is brilliant. I cannot fault the care staff or office staff - overall service is brilliant.

Reply from Carol jackson, Engagement Manager at Perfect Care - Durham

Hi. Thank you so much for your lovely review. It's great to hear that you are experiencing this service. Thank you so much Perfect Care

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Review from S M (Client) published on 14 February 2024
Submitted via Website • Report

Overall Experience  Overall Experience 3.0 out of 5

Having been with perfect care for 8 years, were it not for my carers I would have left long ago. The most concerning issue is communication between office and client. Their attitude is their way or no way. Showing no respect or understanding of the issues I face, Having complex needs, and sending any
carer irrespective of their experience or training. Having questioned this the office just expects me to just go along with whoever they send. This is in my opinion is a safeguarding issue. That said the carers who regularly attend to my needs are excellent. But in my opinion, do not have enough training for complex needs. The carers are often late through no fault of their own. The office rarely lets you know if they are going to be late which is no good when you have hospital appointments to attend. The carers are often very tired and stressed when they arrive, due to being sent from one end of town to the other with no travel time between calls.

Reply from Carol jackson, Marketing Manager at Perfect Care - Durham

Thank you for your review. I have spoken with the manager at the office and I know there have been a number of phone calls between you and I know she has adjusted a lot of things to try to accommodate your wishes. Whilst we endeavour to give the best service possible we sometimes struggle due to staff sickness and unforeseen circumstances but we have a lovely team of carers and it's good to hear that you like them. A member of our office staff will be arranging a meeting with you this week to discuss any further issues. Thank you.

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Review from S D (Daughter of Client) published on 17 January 2024
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

I can't fault the carers here at all. The majority of them know exactly what they are doing. There was only one who was clueless. They are friendly and cheerful. Considering my mam didn't want carers and locked them out, until I got a thumb lock, rendering leaving her key in the lock useless - to her
looking forward to their visits. The only issue I'd have with this company is the fact they have the carers run ragged. Whoever devises the rotas has no idea of the areas the carers work. For example, they'll have them at opposite ends of the town, then have them double back on themselves to go to the town centre. Logistically the office staff are hopeless. I feel for the carers as they don't get to stay full-time as they know it's going to take them ten minutes to get to their next service user. Overall I'd recommend the company, purely due to the carers.

Reply from Kelly-ann Urwin, Manager at Perfect Care - Durham

Thank you so much for your review. All feedback is taken seriously and therefore we would really like the chance to discuss this further with you.

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Review from H I (Daughter of Client) published on 16 February 2023
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

The office staff have no clue about the needs of their clients.
In fact, it is more about the client fitting into their schedule rather than them helping your loved one maintain their best life at home.
They don't listen to what you tell them and absolutely hate being given any criticism.
Many of
the staff are not trained properly and also seem run off their feet with ridiculous schedules of timings and places to be which they cannot possibly meet as they get no travel time. They don't even have the courtesy to tell you when they hand the care package back, that's how unprofessional they are.
Clearly, people who expect a good level of service and don't receive it, are seen as troublemakers and easy to be rid of because there are so many people out there looking for help at the moment. Apparently an inadequate service is better than no service at all is their mantra.

Reply from Kelly-ann Urwin, Manager at Perfect Care - Durham

Thank you for taking the time to submit your review. We, of course, take comments like this very seriously. We are aware of your complaint and are addressing the issues that have arisen in such a difficult time in the care industry.

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Current Review Score: 9.5 (9.507)

Overview of Review Score

The Review Score of 9.5 (9.507) out of 10 for Perfect Care - Durham is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.5 out of 5 from 25 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 20 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:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.507 for Perfect Care - Durham is calculated as follows: ( (100 Excellents x 5) + (22 Goods x 4) + (18 Satisfactorys x 3) + (3 Poors x 2) + (1 Very Poors x 1) ) ÷ 144 Ratings = 4.507

  • b) 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 Perfect Care - Durham is based on 20 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 + 0.1 + 0.1 = 5

  • 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: 29 Jul 2021

Overall
Good

  • Caring

    Good

  • 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.

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Awards / Recognitions (0)

Meet the Team (1)

Kelly

Kelly Urwin

Job Title: Registered Manager

Joined: 2016

Kelly, our dedicated Registered Manager, has been an indispensable member of the Perfect Care Team for over 8 years and became Registered Manager in 2018. Her exceptional leadership extends to managing both our office team and more than 100 carers in the Durham Area.


Kelly consistently goes above and beyond, embodying a caring and helpful approach toward our service users and fellow carers. Her extensive knowledge of the care industry allows her to provide valuable advice and effective problem-solving skills. Kelly’s commitment is unwavering, making her an invaluable asset to our team

Information on this page is displayed without responsibility for its accuracy on the part of homecare.co.uk. Please contact Perfect Care - Durham to verify any information. View our terms and conditions. Perfect Care - Durham has an Enhanced Service - more info.