Home Instead Senior Care (Durham)

Moor Chambers, 26 Front Street, Framwellgate Moor, Durham DH1 5EJ

Home Instead Senior Care (Durham) is highly-regarded in the local community for quality and award-winning bespoke home care, supporting an independent and fulfilling lifestyle delivered through their unique relationship-led companionship care model.

They were rated by CQC in February 2016 as Outstanding, the highest rating given by CQC and in May 2016 won a Queen's Award for Enterprise: Innovation, in recognition of their unique approach to delivering care.

The company go to great effort to match clients with carers, ensuring that a good and respectful working relationship can have positive long-term effects, based on trust and common interests.

All services are exclusively tailored, with professionals understanding the importance of keeping up-to-date with any developing needs.

Group : Home Instead Senior Care

Person in charge: Annette Connor (Registered Care Manager)

Type of Service: Home Care Agency (Privately Owned)

Provides Carers directly to the general public: Yes

Number of Carers: 48

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: Alcohol Dependence (Past or present) • Call in Service • Cancer Care • Cleaning Service • Companionship • Dementia • Domestic Services / Home Help • Elderly Care • Food Preparation & Serving • High Dependency Care, two carers attending • Hospital Discharge • Laundry Service • 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

Directions: Situated between Sainsbury's Local and the butchers

Visiting: Visitors are welcome to call in Monday to Friday 9am-5pm

Parking: Free parking for 3 hours at the front of the building and a large free car park at the back.

Latest Care Quality Commission* Report on Home Instead Senior Care (Durham): click here

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

Overview

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

  • a) The Average Rating is 5 out of 5 from 6 Reviews over all time. This Average Rating is also the rating value for Home Instead Senior Care (Durham) in Google's Search Results - more info

  • b) The score for the number of positive Reviews is 5 out of 5 from 5 positive Reviews in the last 12 months.

Detailed Breakdown

  • 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 4.972 for Home Instead Senior Care (Durham) is calculated as follows: ( (35 Excellents x 5) + (1 Goods x 4) ) ÷ 36 Ratings = 4.972

  • 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 (Durham) is based on 5 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.

10 Home Instead Senior Care (Durham) has a Review Score of 10 (9.972) from 6 Reviews

Average Ratings

  • Excellent
    6
  • Good
    0
  • Satisfactory
    0
  • Poor
    0
  • Very Poor
    0
  • Don't Know
    0

How Likely are the Reviewers to Recommend Home Instead Senior Care (Durham)?

  • Extremely LIKELY
    6
  • Likely
    0
  • Don't know
    0
  • Neither Unlikely or Likely
    0
  • Unlikely
    0
  • Extremely UNLIKELY
    0

Reviewer Connection to Home Instead Senior Care (Durham)

  • Daughter of Client/Service User
    4
  • Relative of Resident/Service User
    1
  • Son of Client/Service User
    1

I could not manage without Home Instead Senior Care (Durham). Not only have they changed my mam's life, they have changed mine. I have such peace of mind that the carers will look after mam just like I would. They are so cheerful, nothing is a bother and believe me my mam can be very awkward. They think on their feet and use common sense and initiative.

The office staff are wonderful and I know when I ring that my questions will be answered and actioned. They are professional and compassionate and run the best care company I have come across and I've used a few.

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

Overall Standard

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Average Rating:   5 out of 5

Home Instead contacted me during early November to ask for dates over the Christmas and New Year 2017 period that we would and would not be needing care for my mother. Because of rather complicated family arrangements that had to be made over the Christmas period, our information for the timetable was provided a little late. This, however, did not seem to cause any problems, and not only did they manage to provide a timetable of cover over this period, but managed to keep it so that the carers who came in were from my mother's usual support team.

Between Christmas and New Year, my mother decided that she did not want to take part a family New Year get-together and so at short notice, we had to ask for New Year's Day care, which was quickly provided. Yet another family re-arrangement two days later meant care was also as easily and cheerfully re-organised. Delighted.

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

Overall Standard

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Average Rating:   5 out of 5

This care company went out of their way on many occasions to see that my mother was safely and comfortably looked after when the family who lived far away couldn't be with her. There was consistency with the Carers who were introduced to my mother so that familiar faces were often seen and genuine relationships were built up revolving around trust and friendship. The carer would accompany my mother to hospital appointments and on one occasion stayed with my mother until the middle of the night while she waited to be admitted to hospital after a fall. Common sense prevailed amongst the carers and if they noticed anything amiss like medication running out or not taken the family and G.P were always informed. The carer even arranged for my mother to have an eye test and then picked up her new glasses for her. What a pity she couldn't have brought this care company with her to Oxford which is where she now lives. I would definitely recommend them to others. A big thank you.

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

Overall Standard

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Average Rating:   5 out of 5

We have been using Home Instead Senior Care (Durham) for over 6 months now and I cannot fault the standard of care provided and the professionalism of all staff. Home Instead Senior Care (Durham) make us feel very confident that dad is well cared for. If there is ever a need to contact the office to alter the care provided, the staff are always very helpful and supportive. Regular reviews are carried out and I cannot recommend the agency enough to anyone needing support for themselves or a family member.

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

Overall Standard

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Average Rating:   5 out of 5

Home Instead Durham have provided an excellent service to my relation. I cannot praise highly enough the director, her office team and the carers. The efficient and very helpful local office took great care to match the carers to my relation. Nothing seems too much trouble to the carers who are very able, caring and kind. They have taken a personal interest in the wellbeing of my relation who says she does not know what she would do without them.

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

Overall Standard

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Average Rating:   4.8 out of 5

I approached Home Instead when my father, aged 88, moved into a sheltered flat and was showing the early signs of dementia. They had been highly recommended to me by my brother in law as they supported my 94 year old mother in law with shopping and other household tasks. They immediately came to visit my father assessing his needs and put in place a care plan to ensure that he is able to live as independently as possible with a carers support .They have always been so incredibly professional and supportive, responding immediately when I have had to ask for additional help for him. They keep me well informed as I live some distance from Dad and are so caring, kind and always put his needs first. I get enormous reassurance as does Dad as they are so reliable which is so important to elderly people living alone. I cant speak highly enough of the service and care they provide.

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

Overall Standard

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Average Rating:   5 out of 5

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Awards / Recognitions

March 2017

April 2016

Job Vacancies

Staff Profiles

Trudi

Trudi Jameson

Job Title: Owner/Director

Joined: 1987

Description:

Having worked in health and social care for more than 25 years, I am aware of how excellent care can improve the lives of those we support and ease the stress on families.

I have had personal experience of trying to get the right support for family to enable them to stay living at home, and sadly it was a very poor experience. During that time I would frequently say to friends and colleagues "there has to be a better way to provide support at home" and their response was always "you should provide home care, at least then it will be done right"

And that is why today I am the Owner and Director of Home Instead Senior Care Durham, I love the fact that I am in a position, as a business owner to be able to ensure that the care we provide is only that of the highest quality and that it is delivered with care and compassion by the wonderful CAREGivers we employ.

I am heavily involved in the recruitment process and the training of our Caregivers', who all have to pass my personal test which is 'would I let this person care for me or any of my family?'

I am so proud that I can now provide the type of care that I just couldn’t find for my mum, I provide care and support the way care should be provided but sadly, very often isn’t.

We provide the right care, at the right time, in the right way to meet your individual needs.

Annette

Annette Connor

Job Title: Operational Manager

Joined: 1983

Description:

I have worked for the NHS and in social care for 35 years.

Caring is my passion, I am a very 'hands on' Manager, I am responsible for the smooth and efficient running of the office, making sure that our quality and high standards are maintained.

At Home Instead Durham we don’t tell our client’s what they need; we take the time to find out what is required and what is important to the individual, once we know what that is, then we write bespoke care plans, tailored specifically to the individual.

I also ensure we comply with the Care Quality Commission standards.

We were rated OUTSTANDING at our last inspection, something I am very proud of.

I have worked in the care industry for all my career, running and managing residential homes and supported living services.

I’m proud to work for a company where the person who needs the support is at the centre of the decisions and directs their own care.

I am passionate about what we are doing and I really feel like I have a new lease of life, we are just so positive this is what we want to do. Everyone deserves good care and we will only provide a service that we would want for our own family.

I am responsible for all of the CAREGivers, I interview them, ensure they are fit to work with our clients, take 6 references and carry out a police check.

Sue

Sue Asken

Job Title: Assistant Manager

Joined: 2008

Description:

I meet new clients and their families to talk about the type of support we can provide, I carry out quality assurance visits and reviews with existing clients. I assist the Care Manager doing spot checks and supporting our team of wonderful CAREGivers. I also have my own clients that I enjoy supporting and spending time with.

I have a genuine desire to care and support older people, gaining their trust and making life a little bit easier for those who need it and bringing companionship and warmth to the relationship.

I'm really pleased to be part of the senior management team at Home Instead Senior Care Durham, making a difference to the quality of life for our clients.

Before joining Home Instead I worked as a pre-school manager and before that I served 8 years in the army as a physical training instructor.

When I'm not at work I enjoy keeping fit, including running, dancing and fitness classes. I like reading and playing board games, as well as going to the theatre and cinema.

Paula

Paula Turnbull

Job Title: Director of First Impressions

Joined: 2013

Description:

I have been with Home Instead for 3 years, I am the first point of contact people have with Home Instead, I answer the phone and greet visitors.

My role is to ensure that our clients get the support they need at the right time, with the right CAREGiver. We carefully match our CAREGivers and clients so that we can provide relationship-led care and support.
I ensure that the schedules are correct each week, so that clients are never supported by someone they don't know.

Sharon

Sharon Pennock

Job Title: Care Co-ordinator

Joined: 2002

Description:

I have been with Home Instead for 2 years, my role is guiding our new CAREGivers through their first few months with us, helping them achieve the National Care Certificate. I also meet current staff for supervisions and spot checks.

I really enjoy working closely with clients, supporting on a day to day basis, as well as carrying out quality assurance visits.

I also support our monthly dementia café.

I am proud to work for Home Instead as it provides outstanding quality care for people with a consistent, reliable and personal approach