Home Instead Bromley, Chislehurst & Orpington

76 Croydon Road, Coney Hall Village, West Wickham BR4 9HY
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10 137 Reviews
  • Home Instead Bromley, Chislehurst & Orpington, West Wickham
As of June 2024, the company is the only CQC rated 'Outstanding' home care agency located in the borough of Bromley (rating achieved in March 2018). The team provides care at home, both hourly homecare and live in care, to elderly people in Bromley, Chislehurst, Orpington, West Wickham, Beckenham and surrounding areas.

Home care services include companionship care, medication support, personal care, home help, dementia care, meal preparation, support with shopping and errands, palliative care, respite care, nail care and live in care.

A family run business with a long-held reputation for providing high quality care, the company employs kind and caring staff and trains them to incredibly high standards. They have won many awards and industry accolades, but the best job satisfaction comes from supporting clients to remain in their own homes as they have always wished.

As well as the outstanding homecare the team provide to clients, as reviews on this website show, the company is well known for the high levels of kindness, help and empathy that it shows to clients' families which is greatly appreciated at what can be a difficult time for them.
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Care Provided

Contract Durations

  • Ongoing / Long Term

Age Ranges

  • Older Person Care (65+)
  • Younger Adult Care (18-65)

Personal Care Services

  • Companionship

Household Services

  • Cleaning Service

Other Care Provided

  • Dementia
  • Learning Disability / Autism
  • Physical Disability
  • Visual / Hearing Impairment

Funding & Fees

Available on request

Good to Know

Group/Owner

Person in charge

  • Sarah Larden (Registered Manager)

Home Instead Bromley, Chislehurst & Orpington Reviews (137)

10

Home Instead Bromley, Chislehurst & Orpington has a Review Score of 10 (9.972) out of 10, based on 71 reviews in the last 2 years.
Over all time Home Instead Bromley, Chislehurst & Orpington has 137 reviews.

Overall Experience
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Date Published
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Reviewer Connection to Home Instead Bromley, Chislehurst & Orpington
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Total of 137, showing 121-137
Review from Gill S (Daughter of Client) published on 30 April 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother has been extremely happy with here carers. They carry out everything they do to a high standard and provide companionship at the same time. They turn up punctually when expected and she has never been let her down. There has been some turnover of staff, but whenever her carers have changed,
she has been introduced to the new carers by somebody from the team that she knows. It was difficult persuading my mother that it would be a good idea to have help, but it has been a very positive experience for her, and she now looks forward to their visits.
Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

Your kind comments are greatly appreciated. Thank you. It has been a pleasure supporting your mum for almost four years. Throughout this time, she has been able to continue to be really independent and lets the CAREGivers know what she would like done on each visit, so we very much work as a team with her.

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Review from S E (Daughter of Client) published on 30 April 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
The organisation is very professional in their approach to all aspects of their role, this includes the care being given, the office staff, communications and support and assistance.
The caregivers outstanding, reliable, caring and they have taken the time to get to know their client well. It is
normally the same caregivers attending and therefore they get to know their clients and their needs well.
I have been particularly impressed with their handling of the Covid-19 situation not only on the extra health considerations for the clients and their families and their own staff but also on the extra thought given to and services offered for example helping their clients be able to communicate with their loved ones via mediums that they may not be familiar with. The extra safety measures required were put into place immediately and many aspects were in place ahead of the general public guidance recommendations. I would have no hesitation in recommending them as a care provider.
Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

Thank you for taking the time to review us and for your comments, particularly about our recent and ongoing handling of care in relation to COVID-19. It has been a rapidly changing situation and we have worked hard to be as proactive as possible, as we know how important this is.

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Review from Tracey M (Client) published on 29 April 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mum has been looked after by Home Instead carers for nearly five years and has always been very happy with the team. She tells me they are a part of her family - which they are to me also. Mum's frailty has increased over time and Home Instead has always been there to increase support as needed -
from companionship and a spot of shopping to daily cooking, household chores and personal care. Earlier this year, Mum was found on the floor by one of her carers and was then hospitalised at a time when I was also very unwell. It was Home Instead who managed everything for us both - from organising 48-hour constant care one weekend in the space of an hour - to helping provide support to Mum getting into the hospital, maintaining daily visits and helping with her discharge. Everyone was incredible and we will remain forever grateful for their support. Now with COVID-19 upon all of us, the team has once more risen to the challenge. I know Mum is entirely safe with her Home Instead family.
Reply from Karina Brown, Director at Home Instead Bromley, Chislehurst & Orpington

Thank you so much for your lovely review. It has been a pleasure to work with you to support your mum during the last few years and also to see the wonderful relationships she has developed with her CAREGivers during this time.

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Review from L M (Client) assisted by family/friend published on 9 April 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Very helpful; always willing to talk through any queries. The helper is always cheerful.
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Review from K L (Daughter of Client) published on 16 March 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
As a family, we have found Home Instead to be efficient, reliable and caring in all aspects. They introduce new carers with a team member overseeing tasks to be completed. Every member of staff was friendly and kept us informed at all times. On two emergency occasions, the whole team and carers alike
pulled together to give full support for which I will always be thankful. All carers were so friendly and caring and our client books completed in full detail.
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Review from A C (Daughter of Client) published on 13 February 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
Throughout the time was receiving care from Home Instead, the level was good to excellent. Overall, very caring and efficient.
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Review from Jackie M (Daughter of Client) published on 13 February 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
I am thrilled with the professional and caring service.
The carers have been sympathetic and understanding to my father's needs. Treating him with dignity and respect at all times.
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Review from O H (Client) published on 4 February 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
When I turned 90 years old with no relations and few friends left, I decided to look for some extra help. I saw an advert for Home Instead and gave them a call and nearly 4 years later I am still with them.
I have had excellent care from everyone - carers and staff! If anyone finds themselves in my
situation I would strongly advise them to pick up the phone and call Home Instead!
Reply from Karina Brown at Home Instead Bromley, Chislehurst & Orpington

Thank you for your lovely review. I can't believe it has been four years since we first met you. During that time it has been a pleasure to give you a little extra help. We look forward to continuing being part of your life.

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Review from Kristine P (Daughter of Client) published on 21 October 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
I would like to thank the team at Home Instead (Bromley) who looked after my mother following a hip replacement operation. Home Instead stepped in when another care provider dropped out at the last minute (on the day of the operation) and provide pragmatic solutions. For the six weeks my mother received
care from the team, all the carers were punctual and took extremely good care of my mother, which included helping her to wash and dress. My mother will require a second hip operation next year and I will have no hesitation in contacting Home Instead to provide care following this. With special thanks to the carers you were all super, and to the two ladies for putting the care package together so quickly.
Reply from Karina Brown at Home Instead Bromley, Chislehurst & Orpington

Thank you for taking time to review us. We pride ourselves on being responsive and love to help clients find solutions to any difficulties they may be experiencing, so we were delighted that you invited us to step in after you had been badly let down. We really enjoyed supporting your mother whilst also enabling her to retain as much independence as possible to ensure a speedy and successful recovery following her hip operation. Thank you for recommending us and we look forward to supporting your mother again following her second hip operation next year. In the meantime, we hope to see her at the Home Instead carol service later this year. We'll be in touch with details.

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Review from Anthony H (Husband of Client) published on 2 August 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
As you can see from our responses we are very happy with our relationship with Home Instead and their team we have caring for us.
Reply from Karina Brown at Home Instead Bromley, Chislehurst & Orpington

Thank you for taking the time to review our services. Supporting you both is an absolute pleasure and we are delighted you benefit so much from our visits. We also love welcoming you to our Love to Move (cognitive enhancement) sessions every Monday which are made all the more fun for having you there.

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Review from Vivien D (Client) published on 5 July 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
We have in the office of Home Instead an excellent member who will choose suitable people to train as carers and they are right for the person they go to. We listen to problems and try to help them with advice. One big happy family.
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Review from Rebecca C (Daughter of Client) published on 18 June 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I feel my mother is in very good hands.
She has a regular team of carers that have built a good rapport with her and the family.
An excellent holistic approach and high standards of care.
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Review from Charles D (Son of Client) published on 3 June 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Excellent, professional, friendly service consistency of staffing has been excellent - carers get to know Mum very well and vice versa.
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Review from Peter W (Son of Client) published on 3 June 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
The Home Instead team provide care/companionship for my Mum who is 86, lives on her own and is in the early stages of dementia. We have a carer going in for an hour a day Mon-Fri (soon to also include Sunday) at lunchtime. They ensure Mum has lunch, perform some housework tasks and sit and chat over
a cup of tea. In addition the Home Instead team have taken Mum to GP and Dentist appointments when necessary. The carers are friendly and Mum enjoys their visits. The office staff are very helpful, the charges are reasonable and the billing process is clear and convenient.
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Review from Susan L (Daughter of Client) published on 3 June 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
It has been a fantastic experience. The care and support given is excellent - always caring, gentle and understanding. To see my mother relaxed and happy and joking with her carer is wonderful. I am able to leave her and go out without worrying about her welfare.
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Review from Rose R (Client) published on 3 June 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Home Instead provide comfort and reassurance and happiness towards me as a client. All the staff are lovely and thoughtful.
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Review from Chris A (Son of Client) published on 1 June 2016 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I am more than happy with the home care service currently being provided to my mother. Mum's carer is very caring, gets on well and has a laugh and a joke making her feel comfortable and she is a lovely person.
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Current Review Score: 10.0 (9.972)

Overview of Review Score

The Review Score of 10 (9.972) out of 10 for Home Instead Bromley, Chislehurst & Orpington is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 5.0 out of 5 from 71 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 5.0 out of 5 from 71 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:

  1. 5 Points are available for the Average Rating from all Reviews in the last 24 months. The Average Rating of 4.972 for Home Instead Bromley, Chislehurst & Orpington is calculated as follows: ( (414 Excellents x 5) + (12 Goods x 4) ) ÷ 426 Ratings = 4.972
  2. 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 Bromley, Chislehurst & Orpington is based on 71 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
  3. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
  4. 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: 3 Mar 2018

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

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Awards / Recognitions (13)

Meet the Team (3)

Sarah

Sarah

Job Title: Care Manager Joined: 2013

Hello, I’m Sarah and I am the Care Manager here at Home Instead Bromley. I am responsible for ensuring that Home Instead provides a high quality, personalised service and that we adhere to all legislative and regulatory requirements.
My role involves a lot of contact with clients, liaising with their families, writing care plans, doing risk assessments and scheduling visits. I also oversee the majority of Care Professionals training, introductions to clients, supervisions and appraisals which means I can ensure that all Care Professionals are motivated and dedicated and have the tools they need to provide the best service possible to our clients.

Laura

Laura

Job Title: Scheduling Manager Joined: 2018

Hi, I'm Laura and I am responsible for coordinating the care services we provide to ensure that our clients receive continuity of care. It is important that each and every one of our clients have the consistency we promise and that it is delivered by our carefully matched Care Professionals.

Gill

Gill

Job Title: Administrator/CAREGiver Joined: 2016

Hi, I'm Gill and I am responsible for providing administrative support for the care management team and assisting the care co-ordinator in ensuring we deliver continuity of care to clients.

Information on this page is displayed without responsibility for its accuracy on the part of homecare.co.uk. Please contact Home Instead Bromley, Chislehurst & Orpington to verify any information. View our terms and conditions. Home Instead Bromley, Chislehurst & Orpington has an Enhanced Service - more info.