Home Instead (Stourbridge Hagley and Halesowen)

78 Worcester Road, Hagley, Stourbridge DY9 0NJ
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9.8 49 Reviews
  • Home Instead (Stourbridge Hagley and Halesowen), Stourbridge
Home Instead is part of a worldwide organisation but the local office is family owned and run covering Stourbridge, Hagley, Halesowen and surrounding areas.

They are proud to be providing high-quality care to the elderly in the local community. This unique care service puts the person receiving care at the centre and everything is built around providing well-trained carers who strive every day to make a difference to their clients.

Each client is only matched with a small number of staff to ensure continuity and consistency, and all of the staff are carefully recruited for their compassion, empathy and passion for caring for others.

Time with clients is never rushed because staff are part-time and visits are always at least one hour long; CAREGivers are carefully matched to each individual’s needs and are never asked to make short visits or dash from one client to the next.

The office, based in Hagley was set up in 2011 by Lorna Bath as part of the worldwide Home Instead Senior Care network which has over 190 offices in the UK, over 1000 worldwide and was recently revealed as the UK's top performer in Laing & Buisson's analysis of CQC performance as well as winning a 5 Star "Best Employers in Care" Award.

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Care Provided by Home Instead (Stourbridge Hagley and Halesowen)

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • Call in Service
  • Cancer Care
  • Cleaning Service
  • Companionship
  • Dementia
  • Domestic Services / Home Help
  • Food Preparation & Serving
  • High Dependency Care, two carers attending
  • Laundry Service
  • Medication Assistance
  • Mental Health Condition
  • Older Person Care
  • Palliative Care
  • Personal Hygiene Care
  • Physical Disability
  • Respite cover
  • Sensory Impairment
  • Shopping Service / Errands
  • Sit in Service
  • Transportation Service
  • Other Care Provided
  • 24 Hour Care
  • Adult Home Care (18+)
  • Hospital Discharge
  • Live in Carer
  • Personal Care (on a contracted hours basis)
  • Personal Care Assessments
  • Risk Assessments in the Home

Good to Know

  • Person in charge
  • Jenna Coakes (Care Manager)

Funding & Fees Guide for Home Instead (Stourbridge Hagley and Halesowen)

  • Prices

  • Our fees depend on the type of support that is required. If you would like to discuss your requirements, please give us a call.

Home Instead (Stourbridge Hagley and Halesowen) Reviews (49)

Total of 49, showing 1-20
9.8

Home Instead (Stourbridge Hagley and Halesowen) has a Review Score of 9.8 (9.822) out of 10, based on 15 reviews in the last 2 years. Over all time Home Instead (Stourbridge Hagley and Halesowen) has 49 reviews.

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Review from Margaret R (Wife of Client) published on 10 April 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband, who suffers from Parkinson', was discharged from hospital after a serious illness needing a lot of care to stay at home. It was a very anxious time for myself and the family. The team at Home Instead made us feel so much better, reassuring and making his homecoming a stress free, positive
experience. The team are all so caring, considerate and attentive to his needs. Without their amazing support it would have been extremely difficult to care for my husband at home. Having such great care and being in his home environment has meant that he is recovering so well now.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Good morning, We truly appreciate you taking the time to share your experience with us. I am pleased you trusted Home Instead to get your husband back home with his loved ones where he wanted to be, this is so important to us. I am happy to read that your husband is recovering well. It is great to see you describe the service you get from us as reassuring, considerate and attentive this means so much to the whole team. Thank you again.


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Review from Pete M (Client) published on 7 March 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead have always acted professionally and take note of our needs.
The carers visiting are reliable and punctual. The office team professional and available for any queries.
The carers are sociable and easy to get on with, offering help with domestic needs, as appropriate and applicable.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Good morning, Thank you for your review and choosing Home Instead as your chosen care provider. Having good relationships with your team of care pros is really important to us, we are pleased to hear they are easy to get on with, also that they help with domestic chores when needed, its important to us that you are happy with the team that visit you. The office team are always available should you ever need to speak to us. Thank you.


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Review from Tracy O (Daughter of Client) published on 7 March 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We are really happy with every part of the care they give. The initial consultation was friendly and informative. They took a lot of information about mom to find out all about her life and what she does and doesn't like. They continue to help her improve strength by exercising and taking little walks.
The communication is great whether it's a call, an email or a little note to let us know if she is getting low on anything as we go in the evenings. Excellent service all round thank you.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Good morning, Thank you for your lovely comments, we really value and appreciate your feedback. Its great to hear that from the consultation to now you have been happy with the support mom receives from us. We love to hear how we are supporting mom with building her strength by exercising and going for little works, this is why we pride ourselves on delivering individual personalised care. Please let us know if there is anything more that we can do. Thank you.


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Review from Rhiannon P (Client) published on 20 November 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead has been a life changer. From the very first meeting with them, the agency has always put me first and has taken the time to get to know me. Everything from care needs to personal likes has been taken into consideration and I cannot fault the time and hard work that the office team and
care professionals put in every day.
I absolutely love spending time with each member of my team, who each brings a different perspective or personality to my day. As someone in their thirties, I find this is very important and I feel like I can continue socialising and enjoying my independence, even with my own team with me.
I have found that communication is great - my weekly schedule of support is clear and any changes that I require to my care can be arranged fairly quickly. Any holidays or sick leave is covered well, and I know help is just an email or phone call away. Thanks to the fantastic care and support, I feel like I can accomplish anything with Home Instead.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your lovely positive review. It means a lot that you trusted us to provide care for you. We pride ourselves on personalised tailored care to the individual, your kind words are an example of how well this works. It is great to know that you love spending time with your team of care pros, we always try to match clients and care pros, this clearly shows in your review. It's really important to us that you are able to continue socialising and enjoying your independence. I will pass on your kind words to both care pros and the office team. Thank you.


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Review from Stuart W (Son of Client) published on 1 August 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead were brilliant, helped look after my Dad when he rapidly declined from April to July 2024. They were prompt and efficient, helped solve problems, kept him company and got him eating which is brilliant. They were all Brilliant from the cares who provided the support to the office and management
team. I cannot praise them enough for the care they helped provide and support when he needed to go to doctors or have issues around the house. Especially as I live over two hours away. Made his time much easier and gave me peace of mind.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your lovely kind words. It means a lot that you trusted us to provide care for your dad. We are pleased to hear that you and Dad felt supported by our whole team as that is really important to us. I can speak for everyone at Home Instead when I say dad was a pleasure to care for. Giving peace of mind to family members is as important as the care we deliver to our clients.


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Review from J A (Wife of Client) published on 9 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We are relatively new to Home Instead and to date we have found my husband's carer to be excellent. Knowing that Home Instead can step up the level of care if required is a great comfort. They are excellent and professional in their approach.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your kind words. Nothing is too much trouble, we are only a call away, please let us know if there is anything more that we can do.


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Review from A P (Daughter of Client) published on 19 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum enjoys and definitely benefits from having visits from the 4 different girls in her team. As she needs help regularly, seeing the different care pros keeps things fresh but having the same team, ensures confidence is built in her care pros and continuity of care is provided. It’s a pleasure to hear
Mum chatting about her visits and she enjoys hearing about their lives and experiences and sharing her life stories with a new audience. As a daughter, I greatly value the companionship provided to Mum and the kindness she is shown “beyond the call of duty.” A shout-out should also be given to the backroom office staff who manage the schedules and are always friendly, professional, reassuring and speedily available to assist if required.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your lovely comments and positive words, we are pleased that mom enjoys her visits, having a small team of care pros allows mom to have continuity and routine whilst still having some variety. Mom being able to share her life stories is really important to us so it's lovely to hear she is able to do this during the visits, I also know mom loves to hear their stories. It's great to hear that you as a family also benefit from knowing mom has the visits in place. I will pass on your kind words to both care pros and the office team. Thank you.


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Review from Sharon D (Daughter of Client) published on 12 October 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Mom loves having the same person each time; it helps with her dementia.
The lady is lovely and friendly. She makes Mom laugh and helps with her evening TV entertainment choices.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your feedback; it's really lovely to hear that Mom's care pro makes her laugh; I always say this is the best medicine for everyone. Having a small regular team of care pros is what we always aim for, so we are pleased to hear this is working for Mom. Thank you again.


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Review from J P (Daughter of Client) published on 12 October 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Happy to have the review with a friendly member of staff along with my mother. She is very happy with the ladies that come to see her twice a week, chatting with her and preparing a hot meal and leaving her with a snack plate from the fridge. Also ensuring she has her medication.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Good afternoon, thank you for the review and your comments, your feedback is valuable to us so we appreciate you taking the time to complete it. We are pleased to hear Mom is happy with her team of care pros, this is such an important part of the visit. Thank you.


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Review from C C (Daughter of Client) published on 5 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum has had the Home Instead carers in for over a year. They provide a great service. Always on time and communication with the office is great if messages need to be passed on. There are about 6 of them in her team to cover the week that rotate which is not too bad - she struggles to remember all
their names but that doesn't seem to matter. I have recommended the service to others.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Good morning, thank you for your lovely feedback, it's really appreciated, communication is such an important part of getting the plan of care right for the individual so it is good to hear that communication has been good. Thank you for the recommendations.


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Review from Mike S (Client) published on 5 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I feel that your help is superb. Everyone who has been selected to help me has been very helpful in transporting me to the bathroom and changing me has been superb with so much politeness and continuing to bring a smile which is already on my face.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Good morning, thank you very much for your lovely comments, knowing the care pros help to make you smile each visit makes us smile and feel proud of what we are achieving. Thank you.


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Review from Gayle A (Daughter of Client) published on 3 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Dad has had nothing but the best service from the Home Instead carers; they have slotted well into his life and made things easier for him. He also likes a regular chat. If ever there's a change it's never last minute and any carer changes are always after an introduction. Home Instead managed to fill
a gap for us that social services couldn't manage, so thank you for everything.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your lovely feedback it is really appreciated, it's really good to hear that the visits are making things easier for your dad, I will ensure the feedback is passed on to the care professionals who visit your dad. Thank you.


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Review from E S (Client) published on 22 May 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The carers I have are excellent. They are kind and helpful, Many of them go beyond what might be expected of a carer. Efforts are now made to keep together clients and caregivers who get on well and this is much appreciated. The biggest problem for myself, as a widow who has to pay out all costs myself
and who does not have any close local family is having to pay double for bank holidays to which there are now so many. For the queen's funeral, this was adjusted slightly. It would be helpful if this were to be considered for other bank holidays at Christmas was given for clients to go out with carers or for them to help in any other way. A very good idea.
One of the best bonuses for me is to have a poached egg cooked for breakfast.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your kind feedback. Adaptability, continuity and building relationships are extremely important to us, having good relationships with your team of care pros is really important to us. We value your comments about the cost, this is something we constantly review. We are pleased you can enjoy a poached egg for breakfast, these little things have the greatest impact. Thank you for choosing Home Instead


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Review from Julie P (Daughter of Client) published on 16 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My parents have been using Home Instead since January 2023 and since this time the service they have received has been outstanding. Their health has also improved in this time and the team provide a nutritious meal for them daily along with little chats, sing songs and fun. I cannot praise them enough.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your lovely comments, we really value your feedback, its really good to hear that your parents health has improved whilst receiving care from us, their health, well being and happiness is priority to us, a sing song and some fun each day sounds like what we all need. Thank you.


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Review from D M (Daughter of Client) published on 11 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

A totally reliable, trustworthy and compassionate care provider.
The Caregivers regularly went above and beyond our expectations, treating our Dad with respect and dignity. All care is person centred, and the portal lets family members both see and understand what help is provided to their relative
on a daily basis. This was extremely reassuring as my sister and I were unable to make daily visits ourselves.
Due to health issues our Dad has now moved into a Care Home, but having Home Instead visit him over the last 2 years meant he was able to retain his independence for as long as possible.
Thank you to every member of the Team at Home Instead (Stourbridge Hagley and Halesowen) - your support and professionalism made such a difference for us all, and the daily visits had a very positive impact on his wellbeing, for which we will always be grateful.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your lovely comments, we really value and appreciate your feedback. Dad was a pleasure to care for, we are pleased he could stay at home for as long as he did independently, this is always what we aim for. I know the team miss their visits with Dad. We all hope he has settled well into the care home. Please send our best wishes to Dad.


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Review from G J (Daughter of Client) published on 3 November 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We have been extremely happy with the care that Home Instead provides.
The carers are wonderful and treat my parents with compassion, dignity and respect. The carers work very hard and have very high professional standards and are constantly thinking not just about my father's physical needs but his
emotional needs too. They are friendly, approachable and always willing to go the extra mile. Our regular carer has bought laughter and joy to my parent's home which has been much needed when times have been tough.
I think that the electronic portal has been a very useful and enhances communication and informs me about what actions have been taken/problems encountered during visits.
The care scheduler has shown a very helpful and flexible approach to providing additional care when needed, and adapting the visiting schedule to meet my father's changing needs where possible. Communication has been good and when I am given a timescale in which answers will be given this is always kept.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Thank you so much for your lovely kind words, we pride ourselves on delivering quality care in every area of our client's lives so dad's emotional needs are as important to us as his physical needs. It is great to hear that joy and laughter has been part of the visits, this can be the best medicine when times are tough.
The electronic portal is proving to be a really important part of families' lives, allowing families to see how their loved ones are daily and offering reassurance that they are being cared for. I am pleased to know that when given a timescale it is always kept to, our scheduler works really hard to make sure our clients get the best care package for the client's ever-changing needs. I will pass on your lovely comments to the team. Thank you again.


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Review from Lynn W (Daughter of Client) published on 12 September 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

From the initial staff members helping arrange the care package and fill in the forms to the carers themselves, everyone at Home Instead was patient friendly and outstandingly helpful. On one occasion we needed someone at very short notice and the office staff sorted this out quickly and happily, despite
the fact it must have entailed some complicated schedule changes for them. The individual carers brought different qualities and interests with them, giving my mother not just great care but friendly and stimulating conversation with someone other than me! Everyone was utterly reliable and it was so reassuring to know that my mother was in the very safe hands of such skilful and truly caring people.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your lovely feedback it is really appreciated and i will ensure it is passed on to the care professionals who visited mom. " Truly caring people" and "friendly and Helpful" are all things we pride ourselves on so it is really nice to be recognized for that. Thank you.


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Review from S R (Daughter of Client) published on 14 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

All the carers who come to moms are all pleasant and helpful. It was moms birthday in May, so she had cards and flowers from her usual carer and was made to feel happy even though she has been really poorly lately.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Thank you so much for your review, we are pleased that our CAREGivers are able to make mom happy even on days when she is not feeling to well, the little extras go a long way.


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Review from Samantha T (Niece of Client) published on 27 May 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The member of staff we dealt with from Home Instead was an absolute godsend in ensuring we could get my Aunt home from hospital in her final few days. She rallied her team in a matter of hours to provide 24-hour care. She organised the district nurse team and even drove to get medication when the hospital
omitted to send it home with my aunt. The care and dedication provided by the Home Instead team was incredible. Their compassion at such a difficult time cannot be faulted. They gave me the respect and friendship my Aunt needed in her final few days. I cannot recommend this wonderful team enough. I only wish everyone had access to this kind of care. Thank you to everyone at Home Instead Stourbridge & Hagley. We will be forever grateful

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your kind words, we really appreciate your feedback, it makes what we do worthwhile when we see what an impact it has on the individual as well as the family. We are pleased that your Aunt was able to be at home where she wanted to be in her final days. I will share this feedback with the Home Instead team. Thank you.


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Review from Barbara M (Client) published on 17 May 2022
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

I have five very different carers and am well looked after although there can be minor irritations as I don't like food waste and although I am keen on recycling and have the appropriate containers the small food containers and cardboard covers can sometimes be dropped into the kitchen waste bin. I
try not to be too demanding but sometimes am reluctant to ask for things to be done in the way I would wish. Food is not always prepared in the way I like and can sometimes be served on a cold plate.
The cost of care is expensive and I would occasionally like the vacuum cleaner run over the carpet but am reluctant to ask for housework to be done. One of my carers will do the ironing for me which is very helpful as it is a task I am unable to deal with. There have been one or two more serious issues but when reported these have been dealt with efficiently.

Reply from Trica Owen, Client Experience Manager at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your review and choosing Home Instead as your chosen care provider, our goal is to always ensure our clients are happy with the service they receive. I can see there are a few issues that need addressing which our client consultant is aware of and has started working towards rectifying them with you.
Thank you for your feedback it is always appreciated.


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Current Review Score: 9.8 (9.822)

Overview of Review Score

The Review Score of 9.8 (9.822) out of 10 for Home Instead (Stourbridge Hagley and Halesowen) 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 15 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 15 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 4.822 for Home Instead (Stourbridge Hagley and Halesowen) is calculated as follows: ( (76 Excellents x 5) + (12 Goods x 4) + (2 Satisfactorys x 3) ) ÷ 90 Ratings = 4.822

  • 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 (Stourbridge Hagley and Halesowen) is based on 15 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: 2 May 2019

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.

View Latest Report

Awards / Recognitions (8)

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Meet the Team (1)

Jenna

Jenna Bemrose

Job Title: Head of Care

Joined: 2016

Hello, I am Jenna the Head of Care at Home Instead Senior Care. I have worked in the care industry for over 10 years now, previously working to support vulnerable adults living in their own home. I supported in various different roles including recruiting CAREGivers and managing the care packages. I believe the varied roles I have held have given me the opportunity to gain a great understanding for the care journey, from the perspective of both the CAREGiver and client.


I thoroughly enjoy my job, I am passionate about ensuring quality care is delivered and I particularly enjoy promoting independence and choice. I find it very rewarding knowing that I am part of a team who are enabling people to receive quality care in their own home. It is important to me that each individual receives the highest quality care and is treated in a way in which I would like to be treated if I was in their position. I believe that Home Instead and I share the same values and beliefs, wanting to provide quality person centred care, and I am proud to be part of the team.


Frequently Asked Questions about Home Instead (Stourbridge Hagley and Halesowen)

What Type of Services does Home Instead (Stourbridge Hagley and Halesowen) offer?

Home Instead (Stourbridge Hagley and Halesowen) offers Home Care.

How many Carers does Home Instead (Stourbridge Hagley and Halesowen) employ?

Home Instead (Stourbridge Hagley and Halesowen) employs 60 carers.

Information on this page is displayed without responsibility for its accuracy on the part of homecare.co.uk. Please contact Home Instead (Stourbridge Hagley and Halesowen) to verify any information. View our terms and conditions. Home Instead (Stourbridge Hagley and Halesowen) has a Platinum Service – more info.