Home Instead (Newcastle Upon Tyne)

14 Lansdowne Terrace, Gosforth, Newcastle upon Tyne NE3 1HN
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Top 20 award
9.9 57 Reviews
  • Home Instead (Newcastle Upon Tyne), Newcastle upon Tyne
Home Instead (Newcastle Upon Tyne), Jan 2021 and March 2018 CQC 'Outstanding', provides care that supports the emotional as well as the physical needs of each client. Tailored care supports a quality of life, contributing to the lives and dignity of vulnerable adults as well as their family and loved ones.

Versatile services can include assistance with bathing, dressing and eating, as well as helping with daily chores such as shopping and meal preparation. Caregivers also understand the importance of companionship and supporting independence.

Many at-home clients receive Home Instead Care as a result of a direct approach by their families, but they also have strong links with medical practices, social agencies and charities, which utilise their comprehensive services or recommend them to their clients.

Some of their work involves liaison with care homes and independent living centres providing individual residents with a higher level of care when extra help is needed. They can also provide valuable staff assistance during busy times of day or when staffing levels require some external support.

Whilst principal services involve the day-to-day care of older people in their own homes (and in care homes), they also provide a range of specialist services, which include Alzheimer's and dementia care, convalescence care - and respite care, for families who need a break from day-to-day caring duties.

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Care Provided

Types of Home Care

  • Visiting 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
  • Laundry Service
  • Shopping Service / Errands
  • Transportation Service

Other Care Provided

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

Funding & Fees

Available on request

Good to Know

Group/Owner

Person in charge

  • Cath Fullerton (Manager)

Home Instead (Newcastle Upon Tyne) Reviews (57)

Total of 57, showing 41-57
9.9

Home Instead (Newcastle Upon Tyne) has a Review Score of 9.9 (9.889) out of 10, based on 17 reviews in the last 2 years. Over all time Home Instead (Newcastle Upon Tyne) has 57 reviews.

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Review from Liz K (Daughter of Client) published on 13 June 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead are giving my mother fantastic care. The carers are knowledgeable, kind and thoughtful. They are able to adapt to changing situations with flexibility.
I believe this comes from such good management and care in choosing the right carers who will work in this way. Ringing up the office
I am always greeted warmly and am able to discuss any issues and these are promptly addressed ( e.g need for medication changes).
All members of staff are clearly working to really understand the complex needs to support my parents in their home. They are able to liaise with other professionals when needed.
I am delighted with the care being given. In my work, I visit many people at home and have to discuss issues with carers and this team are way ahead of others I have encountered professionally.

Reply from Andrew Fullerton at Home Instead (Newcastle Upon Tyne)

Thank you for your response we are so proud of our team at Home Instead are able to give the best possible care.

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Review from Adrian A (Husband of Client) published on 28 March 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Our excellent Home Instead caregiver has come two full days a week for the last three and a half years to look after my wife who has Alzheimer's disease. My wife looks forward to, clearly benefits from and really enjoys these care days. Besides the professional care provided, comes so much more, my
wife, who has limited mobility is taken out for lunch and gentle shopping sorties, a lovely meal is prepared for us each evening plus future meals in the deep freeze and the household tasks brought up to date. On these days I totally switch off and go out knowing that my wife is not only expertly cared for but having a special day for her too. I cannot emphasise too much how important having this very good, totally reliable and dedicated caregiving is to my maintaining a decent way of life and coping as a full-time carer myself.

Reply from Andrew Fullerton, Director at Home Instead (Newcastle Upon Tyne)

What a lovely review of our services - Thank you.

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Review from Gillian H (Daughter of Client) published on 16 March 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent service provided by Home Instead. They provide a lunch service to our parents and the CareGivers are lovely and friendly, nothing is too much trouble. It gives us peace of mind to know our parents are receiving a first class service and they enjoy the visits. We are very impressed with this
company and would highly recommend them.

Reply from Andrew Fullerton, Director at Home Instead (Newcastle Upon Tyne)

Thank you for that lovely review.

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Review from L M (Son of Client) published on 13 December 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The care service provided has a hugely positive impact. The companionship provided is companionship in the truest sense of the word - warm, caring, thoughtful and diligent.

Reply from Andrew Fullerton, Director at Home Instead (Newcastle Upon Tyne)

Thank you for that lovely review of our services.

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Review from J C (Client) published on 13 November 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

It is now a year since the ladies from Home Instead have been coming to take me out. It is always easy to get out of bed these mornings to be greeted with their smiling faces.
Sometimes I need to phone the office and the staff are always helpful and we usually have a laugh.
I will always be grateful
to the friend who gave me their name and address.

Reply from Andrew Fullerton, Dorector at Home Instead (Newcastle Upon Tyne)

Thank you for the review of our services the CAREGivers really enjoy the time they spend with you.

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Review from J K (Client) published on 15 September 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have received help and care for some time now, at first every day, eventually reducing to two mornings a week when I am taken shopping, any medical or other appointments and a pleasant walk.


In winter and spring, I am accompanied by a carer to weekly lunchtime concerts which we both enjoy.


On

all occasions, my carers have been helpful, patient, kind and just lovely. Whilst at first I was reluctant to receive help, doing so has enriched my life. Thank you.

Reply from Cath Fullerton, Care Manager/Director at Home Instead (Newcastle Upon Tyne)

Thank you for your lovely feedback, our CAREGivers are very fond of you and love sharing time with you.

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Review from Annie S (Daughter of Client) published on 12 September 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Having had an unfortunate experience of care for my mum, my husband was recommended Home Instead. An initial call was made to them to gather information and Home Instead followed the call up a few days later. Once the initial visit was made it was evident that they took an interest in the client and
it was agreed that a care provider would be found who could relate to my mum.


This is indeed what happened and the relationship between Mam and the care giver is just fabulous. The help and the change of conversation has been wonderful and mam looks forward to the visits and I feel relieved to know that there is someone coming in who can aid me with some of the pressures of caring for an elderly person. The regular contact by the office staff is also welcome and adds to the personal touch.

Reply from Fullerton, Director at Home Instead (Newcastle Upon Tyne)

Thank you for this lovely review. The CAREGiver really enjoys seeing your mam.

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Review from A B (Husband of Client) published on 1 September 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My daughter contacted Home Instead for me. I have been a carer for six years and my wife now has moderately severe Alzhiemer's. My home was gradually becoming difficult to manage - I am being polite; and I needed a carer to take my wife out one day, giving me the chance to do the washing without interference
and the other day to see that she had a bath. My inability to have these essential tasks done each week was becoming a worry and a great irritation for me. The carer attends on two half days - a total of 4 hours/week for which I pay. I have received a DWP grant which goes a long way to meeting my monthly payment for the carer over the past two years.

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Review from Pauline (Stepdaughter of Client) published on 23 August 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I have used Home Instead Senior Care for almost five months now and am so happy with them. They have made a huge difference to my stepfather's life who has recently been diagnosed with Alzheimer's. Since a fall last December he has been unable to go out on his own and needs help and assistance in
his daily needs including shopping, washing/ironing and food and menu preparation. He has two carers who are consistent (not different carers each visit) and he has built up a great relationship with them both and I cannot thank them enough. Not only have they made a difference to my stepfather's life, but they have taken so much pressure off me as I am his only relative caring for his needs. They are very caring and treat my stepfather with dignity and respect, taking him out for walks, shopping, to the pub and even to a Tea Dance which I found very surprising as he has never danced in his life! He said it was one of the best days he has had and looks forward to the next one.

Reply from Fullerton, Director at Home Instead (Newcastle Upon Tyne)

Thank you for your review the two CAREGivers involved enjoy spending time with your step father.

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Review from Ann R (Client) published on 3 April 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Local management team excellent - great care taken to match compatible clients and carers. Good communication between management, carers and clients. Carers are kind, compassionate, thorough, thoughtful and reliable.

Reply from Andrew Fullerton, Director at Home Instead (Newcastle Upon Tyne)

Thank you for the review of our services. It is a privilege to be invited to help in your home.

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Review from Chris A (Nephew of Client) published on 11 January 2017
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Home Instead lovingly cared for my Aunt. The main carer was mutually chosen to suit her needs. Initially just shopping and cleaning, but then included laundry and cooking packaged meals. The staff were always helpful, responsive and informative.

Reply from Andrew Fullerton, Director at Home Instead (Newcastle Upon Tyne)

Thank you for the review of our services the two CAREGivers who looked after your Aunt enjoyed the time they spent with her.

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Review from Rachael B (Daughter of Client) published on 19 December 2016
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Wow, magical! Two words which only touch upon the amazing quality of care Home Instead provides. Through high-quality staff training and selection, Home Instead provides care workers who empower service users with the utmost dignity, respect & enable them to have as much independence as possible. The
safety of service users are paramount, staff are trained on all forms of hoisting. Home Instead really do provide care which is personalised to the needs of every service user. Nothing is a chore to management or caregivers, taking the time to chat and have a cup of tea, organising and supporting service users on hospital visits or offering service users hand and leg massages they really know how to treat people as part of their own family. Whilst delivering care the management and staff always manage to bring humour into every situation.
I have peace of mind knowing that Home Instead treat mum with the care I only wish I could provide myself. Home Instead have restored our faith as a family of the social care system.

Reply from Andrew Fullerton, Director at Home Instead (Newcastle Upon Tyne)

Thank you for this review it is an absolute pleasure to be involved in the care of your mum.

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Review from Lynda F (Daughter of Client) published on 5 October 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Used Home Instead Senior Care to care for my dad over the last 18 months or so. Very happy with all aspects of the service. Staff are all very obliging and always went that extra mile to accommodate all of our requests. Can't praise them highly enough. The only reason we have had to cancel the service
is that after a few spells in hospital Dad is no longer able to be left alone and has gone into residential care.

Reply from Cath Fullerton, Registered Care Manager / Director at Home Instead (Newcastle Upon Tyne)

Great to hear the feedback. The CAREGivers enjoyed spending time with your father.

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Review from Ken S (Client) assisted by family/friend published on 28 April 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Good Friendly service. Caring staff, punctual and polite.

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Review from S G (Daughter of Client) published on 24 March 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The service and staff at Home Instead Senior Care are excellent in every way. Their standard of care and support is very good. Management are very caring always willing to talk and listen and at the same time very professional. There are two ladies who take great care looking after my mum giving her
respect, dignity and happiness.

Reply from Andrew Fullerton, Director at Home Instead (Newcastle Upon Tyne)

Great to hear such positive feedback for two of our fabulous CAREGivers providing great continuity and high quality care to our lovely client.

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Review from Arthur J (Client) published on 17 February 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The service provided by Home Instead has been unfailingly good. I have no complaints at all.

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Review from Alan T (Son of Client) published on 1 December 2015
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead has provided personal care for my 86 yr old mother since May 2015. My brother and I chose Home Instead because they came across as more professional, friendly and compassionate than any other care provider. As soon as we walked into their office, we felt 'at home' and with friends. After
7 months, we don't have any regrets in our choice. My mother receives first rate, one to one care from a neighbourhood based carer, who has 'lightened' my mother's outlook on life. My mother really looks forward to the carers' visits, who she describes as 'canny' and 'lovely'. The carer helps with healthcare and dietary needs, takes her out on trips out to garden centres and shops; and keeps my mother 'alive' - taking her mind back to reminisce her younger days.
We use the Home Instead care folder at my mother's home to deliver thank you messages or provide updates to the care provider. Home Instead are easily and quickly contactable by telephone or email; and provide frequent audits / reviews of my mother's care provision with us in attendance.
Thank you very much, Home Instead!

Reply from Andrew Fullerton, Director at Home Instead (Newcastle Upon Tyne)

Thankyou for your kind comments our CAREGiver really enjoys the time she spends with your mother.

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Current Review Score: 9.9 (9.889)

Overview of Review Score

The Review Score of 9.9 (9.889) out of 10 for Home Instead (Newcastle Upon Tyne) is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.9 out of 5 from 17 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 17 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 4.889 for Home Instead (Newcastle Upon Tyne) is calculated as follows: ( (90 Excellents x 5) + (7 Goods x 4) + (2 Satisfactorys x 3) ) ÷ 99 Ratings = 4.889

  • 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 Home Instead (Newcastle Upon Tyne) is based on 17 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: 14 Jan 2021

Overall
Outstanding

  • Caring

    Outstanding

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Outstanding

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

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Awards / Recognitions (23)

Meet the Team (3)

Cath

Cath Fullerton

Job Title: Owner / Registered Care Manager

Joined: 2012

I am the owner and the registered Care Manager for Home Instead Senior Care Newcastle upon Tyne. The company specialises in providing care for older people in their own homes. I have had many years of experience having spent 30 years as a nurse with the NHS.


‘‘Having worked as a nurse I fully understand what a positive impact the right sort of care can make to a person’s life. Our service allows people to remain in their own homes, which is where most people wish to remain. Our care looks after the individual’s physical as well as emotional needs, providing companionship, interaction and stimulation and this is exactly what our elderly community needs. Our care is tailored to the needs of each individual and we can make a real difference to the quality of life of not only our clients, but their families too.”


Home Instead services include personal care such as assistance with bathing, dressing, eating and medications; home help covering all aspects of day-to-day housework, shopping, meal preparation and household duties plus companionship services from escorting clients to appointments through to simple conversation and good company.


Our Caregivers are chosen for their caring respectful approach along with their dependability and willingness to match their valuable life experience with the excellent training Home Instead Senior Care has to offer. We believe in ‘care for the Caregivers’ and that investment in their professional and personal resources is also an investment in the kind of quality service we aim to deliver. We aspire to be the "employer of choice" for anyone seeking to build a career in care in Newcastle upon Tyne or hoping to give something back by committing to a job in care.


The company is part of a national network recognized as one of the UK’s leading in home care. Their philosophy is simple, to provide a service which will enable older people to live independently in their own homes for as long as possible while improving their quality of life.

Andrew

Andrew Fullerton

Job Title: Director

Joined: 2013

In my current role, I am involved on a day to day basis with the running of the business and in particular the recruitment of our CAREGivers. I am acutely aware that the quality of the people you employ are crucial to the service you provide. We offer the best service to our clients this means we need to employ the best people. We recruit and train our own. For each CAREGiver we go through a lengthy process, we need to ensure they all need to have the right character traits. We can and do our own training in small groups we need to ensure our CAREGivers have the knowledge to complement their caring nature. We need their employment history and all have full enhanced disclosure clearance. All our CAREGivers need to have six references three personal and three professional. The recruitment process can be over a number of weeks but for good reason, we need the right people. Of course, everyone has different skills, abilities and personalities therefore we match our CAREGivers with our clients. However, I can confidently say that because we only employ the ‘right’ people I would send every CAREGiver we employ to my own parents.

Hooper

Hooper Hopper

Job Title: Health and Social Care Lead

Joined: 2018

Sharon started her career in nursing over 30 years ago where she worked as a sister in A&E and as a community nurse in the local area.


Sharon is still a registered nurse and supports our team in the community and is our in house trainer for the many developmental courses we run such as Dementia Training, End of Life and medication training

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