Home Instead (Stourbridge Hagley and Halesowen)

78 Worcester Road, Hagley, Stourbridge DY9 0NJ
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9.8 50 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

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
  • Laundry Service
  • Shopping Service / Errands
  • Transportation Service

Other Care Provided

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

Funding & Fees

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

Funding Types Accepted

  • Private Funding (Self-funded)
  • Direct Payments (from Local Authority/NHS)
  • NHS (Contracted Provider)
Explain these funding types

Good to Know

Group/Owner

Person in charge

  • Jenna Coakes (Care Manager)

Home Instead (Stourbridge Hagley and Halesowen) Reviews (50)

Total of 50, showing 21-40
9.8

Home Instead (Stourbridge Hagley and Halesowen) has a Review Score of 9.8 (9.846) out of 10, based on 13 reviews in the last 2 years. Over all time Home Instead (Stourbridge Hagley and Halesowen) has 50 reviews.

Overall Experience

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  • 10
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Date Published

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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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Review from L M (Daughter of Client) published on 19 April 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Both the carers and local office team were very supportive when visiting mum over a 7 month period. They were able to adapt to her changing needs, were friendly, punctual and efficient and built up a good relationship with Mum who looked forward to visits not only for the help she received but also
for the companionship.

Reply from Peter Bath, Director at Home Instead (Stourbridge Hagley and Halesowen)

Adaptability and building relationships are extremely important to us. Thank you for choosing Home Instead to help your Mum.

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Review from S A (Wife of Client) published on 25 March 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Really happy with the service.
Just wish they did a 30-minute night call instead of 60-mins.

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

Thank you for your review. We appreciate all feedback. I am pleased you are happy with the service we provide. We pride ourselves on offering the best quality care to all of our clients. I understand a 30-minute evening visit would be better for yourself, however, we feel we can not provide our best quality care in that time. If there is time left during the evening visit, then please always ask the caregivers to help in other ways; they will be more than happy to help where they can.

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Review from S H (Daughter of Client) published on 10 January 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Professional service. Provides care and support to elderly; allowing relatives peace of mind that their loved one is being looked after. Attention to detail with regards to instructions for care is good; however, continuity with regards to one carer always visiting is not possible due to shift patterns
and weekend work. This is a disappointment as a carer/client relationship is difficult to build in the circumstances but preferred. Steps taken to prevent cross-contamination due to Covid, excellent.

Reply from Peter Bath, Director at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your feedback We completely understand and share your frustration as we work extremely hard to maintain continuity. At the present time, this is much more difficult than usual due to unprecedented disruption to staff schedules. As you say, we take great care and will do everything possible to prevent cross-contamination. Unfortunately, sometimes this can affect continuity, but we will get back to our usual levels of continuity as soon as possible.

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Review from J H (Client) assisted by family/friend published on 5 January 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Since have a once weekly visit from my carer I think of her now as a family friend and if on occasions another carers visits I have found her to be polite and caring asking what else I need any chores, nothing too much trouble.
Office staff also a great team, thank you.

Reply from Peter Bath, Director at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your kind words. Indeed, nothing is too much trouble - please let us know if there is anything more that we can do.

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Review from John A (Brother of Client) published on 12 August 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We have been using Home Instead 4 hours a week for over two years, during that time we have had four caregivers and all have been excellent in their own way. My sister has been very pleased with them all. They have provided the service which she needs at 91 years of age, allowing her to stay in her
own home which she wants. Thank you.

Reply from Peter Bath, Director at Home Instead (Stourbridge Hagley and Halesowen)

This is lovely to hear, we are so pleased we have been able to keep all of our clients safe and happy in the place they want to be - in their own home.

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Review from Brian S (Son of Client) published on 10 August 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Morning service has been great with one regular carer coming most days. The afternoon cover has been going for just about 2 months. The carers have taken some time to get used to Mother's requirements. I did write a list to help them.

Reply from Peter Bath, Director at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your feedback, this is really valuable for us. We are really disappointed that the new afternoon caregivers have not been the standard we expect of ourselves and we will investigate to make sure the care for your mother in the afternoon matches the great care she has in the mornings.

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Review from Frances R (Client) published on 10 August 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

With most carers, the experience is mainly very good. Unfortunately, some of the new employees do not fulfil the usual standard of care and empathy.

Reply from Peter Bath, Director at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your feedback. It has been an incredibly difficult time for new staff to start work as caregivers, but please rest assured we will be working with all of your team to achieve our usual standards.

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Review from C B (Daughter of Client) published on 25 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The team has worked well at answering my parents' needs, they liaise with me very well and we work together to care for them.
The carers are excellent and flexible and the schedule always lets me know what's going on.

Reply from Peter Bath, Director at Home Instead (Stourbridge Hagley and Halesowen)

We are always keen to work together with family members such as yourself and we see ourselves as part of a wider team including family members and other health professionals. This holistic approach is the best way to give someone the full all-around support that they need.

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Review from R P (Husband of Client) published on 18 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We have been very happy with the service we have experienced. Any changes we have needed have been realised without any problems arising and there have not been any problems throughout the lockdown. The team of carers have been most competent.

Reply from Peter Bath, Director at Home Instead (Stourbridge Hagley and Halesowen)

Thank you. It means a lot that you have trusted us to provide your care, supporting your needs and keeping everyone safe throughout the pandemic.

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Review from M S (Client) published on 18 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I particularly appreciate the fact that my carers are very caring people and are completely trustworthy and reliable. The fact that time schedules are kept to is enormously helpful. The office staff are equally caring and helpful. Overall the service is run very efficiently, responsively and competently.

Reply from Peter Bath, Director at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your feedback. We think it is really important to stick exactly to the time that we have agreed with you for all of our visits.

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Review from Richard S (Son of Client) published on 7 June 2021
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

We are very pleased with the service our parents have had from the moment the carers started helping out.
The carers are always kind and sympathetic and especially tolerant of one of my parent's up and down moods.
We have been very grateful when Home Instead realised that a later time would suit my
parents for the carers' visits as they don't always get up at the same time each day. Thanks for this.
We would definitely recommend Home Instead to others.

Reply from Peter Bath, Director at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your comments, we are always pleased to hear that you would be happy to recommend. Whilst that is a fantastic compliment, please do let us know if there is anything we can do to improve further.

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Review from Tony C (Husband of Client) published on 28 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We have been very pleased with our dealings with Home Instead. The carers are excellent and my wife greatly appreciates their attention to her needs. We have frequently told anyone who has enquired that we can recommend your company without hesitation.

Reply from Peter Bath, Director at Home Instead (Stourbridge Hagley and Halesowen)

Thank you so much for recommending us, word of mouth from people you trust is the best possible way to achieve peace of mind when making decisions about care.

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Review from P L (Daughter of Client) published on 26 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead treat my mother with dignity. The staff are friendly and listen to her. I have been particularly appreciative of their ability, even at short notice, to accompany my mother to medical appointments.. An example of this was Mum's second Covid vaccination which Home Instead accommodated with
less than 24 hours notice. This saved me a 240 mile, short notice trip.

Reply from Peter Bath, Director at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for this insight into what is important for your family, in supporting your mother. Medical appointments are particularly important at this time and we are more than happy to help at short notice.

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Review from Hayley P (Daughter of Client) published on 30 December 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead from the very first phone call have been understanding, compassionate and helpful. They always ensured Dad has the help he needs and are always in touch if needs be. They have enabled Dad to stay in his own home for as long as possible. Thank you!

Reply from Peter Bath, Director at Home Instead (Stourbridge Hagley and Halesowen)

Thank you so much for those words. We are pleased to be able to help people to stay safe at home, especially during these difficult times. Listening and understanding is really important in making sure we continue to provide the best care for your Dad, so I'm glad you are getting the communication that you need.

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Review from J E (Wife of Client) published on 27 February 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The reviewer was quick to put me at ease. She was familiar with the case and talked with knowledge about how care was progressing, discussing how my husband's needs had changed with the progress he had been making with his mobility. Thanks in part to the input of the caregivers, who had developed a
rapport with the client.

Reply from Peter Bath, Director at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for the feedback. Regularly reviewing care plans is really important so we can change and adapt the care we offer to suit individual needs which also change over time.

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Review from J H (Wife of Client) published on 18 September 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very pleased with the service.

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Review from Anthony N (Stepson of Client) published on 19 August 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Cannot fault the service I get, we have 2 carers for 2 days, twice a day.
They are excellent and conscientious, doing a first-class job.
I would recommend them highly.

Reply from Peter Bath, Director at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your recommendation. It is a pleasure to be chosen to provide your care.

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Review from Ernest T (Client) published on 19 August 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Extremely caring company. Very friendly and helpful.
Work carried out is to a high standard.
The personal care is good or better than good.
They always seem to find time for a chat.
Thank you.

Reply from Peter Bath, Director at Home Instead (Stourbridge Hagley and Halesowen)

Thank you for your comments. We are particularly happy that you see us as a caring company. That is at the heart of what makes Home Instead and everything else follows that.

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Review from S D (Son of Client) published on 19 August 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

As always the carers treat Mom with respect and care, whatever her temperament is that day! They will engage with her however limited her communication is now. Any changes to visits are accommodated by the office quickly and efficiently.

Reply from Peter Bath, Director at Home Instead (Stourbridge Hagley and Halesowen)

Respect is so important to us and we teach our Caregivers to be responsive. By sending the same Caregivers, we can recognise the small changes in temperament on a daily basis.

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Current Review Score: 9.8 (9.846)

Overview of Review Score

The Review Score of 9.8 (9.846) 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 13 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 13 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 4.846 for Home Instead (Stourbridge Hagley and Halesowen) is calculated as follows: ( (67 Excellents x 5) + (10 Goods x 4) + (1 Satisfactorys x 3) ) ÷ 78 Ratings = 4.846

  • 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 13 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.

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Awards / Recognitions (9)

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.

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 an Enhanced Service - more info.