Home Instead (Eastbourne & Hailsham)

Unit E, Dittons Business Park, Dittons Road, Polegate, Eastbourne BN26 6HY
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9.7 67 Reviews
  • Home Instead (Eastbourne & Hailsham), Eastbourne
Rated as 'Outstanding' by the Care Quality Commission (December 2017), Home Instead Eastbourne Office provides compassionate non-medical care to the main towns of Eastbourne, Polegate, Hailsham and the surrounding areas.

The model of care followed is fully bespoke and tailored to each individual client's needs. Experienced Care Professionals are matched with clients based on common interests. The same Care Professionals visit at the same times to maintain consistency which enables a relationship based on trust to develop.

All care visits are for a minimum of one hour. This allows the service to be flexible to the daily changing needs of the clients and means that much more varied and stimulating activities are possible, either within their own home or by going out into the local community.

Activities can vary from assistance with shopping trips, companionship, escorting to appointments or social engagements, as well as home help, meal preparation, personal care and support with medication.

Home Instead Eastbourne’s office can support people with complex conditions and has a particular expertise in supporting people living with dementia. A unique City and Guilds accredited dementia training programme underpins this practical experience and also enhances the professional knowledge of the caregiving team.
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Care Provided by Home Instead (Eastbourne & Hailsham)

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

Funding & Fees

Available on request

Good to Know

Group/Owner

Person in charge

  • Ian Cottrell (Managing Director)

Home Instead (Eastbourne & Hailsham) Reviews (67)

9.7

Home Instead (Eastbourne & Hailsham) has a Review Score of 9.7 (9.715) out of 10, based on 8 reviews in the last 2 years.
Over all time Home Instead (Eastbourne & Hailsham) has 67 reviews.

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Reviewer Connection to Home Instead (Eastbourne & Hailsham)
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Review from Katie A (Great-Niece of Client) published on 29 March 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
I can not recommend Home Instead (Eastbourne & Hailsham) enough.
My great aunt had a very serious fall and once home needed help in the mornings.
The caregivers have been absolutely fantastic. They always go above and beyond and built an amazing relationship with her who they really treat with dignity
and the utmost care.
Aside from the actual care with my aunt being in and out of hospital a couple of times the support with contacting the hospital and getting information in tough times has been so amazing.
I would never go anywhere else or recommend anyone else for home care visits.
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Review from P A (Client) published on 15 March 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My lovely caregivers are always punctual and polite. They are willing to do anything I ask of them. Nothing is too much trouble.
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Review from Teresa C (Daughter of Client) published on 15 March 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead has been amazing with both of my parents. With the team's extraordinary support and care, I was able to fulfil Mum and Dad's final wish, to keep them home until their final days. Both of them loved having 'their girls' with them. They considered them part of the family and spent many a
happy hour not just being looked after, but also treated with kindness and respect to which Mum and Dad responded with cheery banter and laughter. What more could you ask of a care team knowing that they will look after your parents to the nth degree, totally on top of their care whilst also giving them smiles and cheeriness at the same time? And yes, there's even more! Liaising with doctors and adult social care to ensure that they have everything they need in place significantly reduces anxiety and pressure, and really importantly, for the family too. I wouldn't hesitate to recommend Home Instead. They really do care in every sense of the word.
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Review from Mark M (Son of Client) published on 10 March 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
I am very satisfied with the standard of care that my mum receives from Home Instead. It is very reassuring to know that my mum is being cared for in a professional and sensitive way when we cannot be with her.
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Review from Nicola S (Daughter of Client) published on 10 March 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother was extremely reluctant and frightened to have support. However, from the very beginning the manager and carers were sensitive and compassionate, listening to the wishes and needs of my mother. The manager was outstanding in formulating a plan that would suit my mum to ensure that all her
needs were met and has adapted this over time as her needs changed. The continuous outstanding professional care, respect, kindness and compassion shown by all the carers, has enabled my mother to feel safer, happier and maintain independence in a dignified manner, she says 'I could not cope without them.' They go over and above board to meet my mums needs. The list is endless of how they go the extra mile. In addition to caring and responding efficiently to my mums changing needs, the team always keep me up to date with my mum’s progress (with my mums permission), and they also raise concerns promptly and appropriately, including safeguarding concerns. I can't thank you enough.
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Review from Natasha F (Daughter of Client) published on 3 April 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
My father had an hours visit at the beginning and end of every day. The teams worked tirelessly, often going above and beyond to ensure that he was well cared for and stimulated. It gave our family complete peace of mind. The service is well run and the communication is very efficient. We cannot thank
them enough and would highly recommend Home Instead to other families who find themselves in need of professional help.
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Review from R R (Client) published on 26 February 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My helpers have been a great success - they do anything I ask of them quickly, efficiently and very competently, giving me a little time for myself and to talk to my husband. My son has noticed the improvement immediately on his first visit after we began employing help from Home Instead.
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Review from Linda S (Niece of Client) published on 14 February 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead was highly recommended to me by a friend, whose mother and aunt had been wonderfully cared for in another area. I needed to put urgent care in place for my aunt, who has dementia, following the unexpected death of my uncle. As my sister and I, her closest relatives, live a considerable
distance away, it was very important to me to find a reliable agency with high standards of care. Home Instead have exceeded my expectations. The manager conducted an assessment within 24 hours of my call and, although they couldn't fully staff my aunt's requirements immediately, they ensured that she had at least one visit daily until the full quota of care could be provided. 8 months on, my aunt is delighted with the care she receives - a great achievement requiring much patience!! I am greatly reassured by the professionalism of the whole team and the regular communication with me by the manager when there is need. On every level the service has been outstanding.
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Review from C W (Client) published on 14 February 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I love my carers coming in.
They really look after me, and they really care.
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Review from M G (Client) published on 14 February 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I look forward to my caregivers visits so much. They are my close friends, they help me practically, and I feel so much better after they have been.
Thank you for matching me up with such lovely people. I tell everyone about you.
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Review from Sheena V (Daughter of Client) published on 13 February 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother is stubborn and anti-social so I dreaded bringing in carers but she absolutely loves all of them. I know exactly what they do because they write it down and the boss reviews her needs, with me present, every few months. I think what distinguishes all the carers is how good they are with old
people and how respectful they are. Home Instead is quite expensive but I prefer to think that the carers are being paid properly.
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Review from Debbie P (Daughter of Client) published on 5 February 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
I only wish I could have three such feisty, competent and organised ladies help run my life as the three Home Instead carers that help my 87-year-old dad. Living in Cornwall, 300 miles away from Dad in Hailsham, and sometimes working at sea, it has been a real comfort and lifesaver for me to know that
by the time I find there has been a problem or a crisis with Dad, it is usually solved by the 'three musketeers' from Home Instead. In the last 6 months, they have hugely helped Dad gain weight, saved him from getting suicidal by sorting him back on the right depression medication and dealt with the paperwork after Dad had a minor car accident. Thanks to their practical support in preserving his freedom, he has not lost his no claims bonus or his pride in driving - even if he might not buy another car just yet. Dad now thinks more for himself than he did when his wife was caring for him. When she died I never thought he would cope at home, but with Home Instead's help he has.
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Review from J P (Daughter of Client) published on 20 June 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mum was diagnosed with Alzheimer's in January 2019, eventually, in April she agreed (reluctantly) to have some outside help, as her needs were greater than I could manage on my own. We met with the manager, who both my Mum and I took to immediately, and a 1 hour a day package was put in place.
Following a series of falls, care very quickly had to increase to 3 hours a day, as my Mum's condition has deteriorated. What started out as a little light housework and companionship very quickly became much more, involving a greater level of personal care. Nothing is too much trouble for these guys. From the manager to the office team to the carers themselves - they are all really lovely. My Mum is currently in a care home, should she stay in there, I know she will miss her daily chats with these lovely ladies! I'll miss talking to them all too - they really take the time to get to know not only their Clients but the family they are dealing with too. Highly recommend!.
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Review from Lindsey P (Daughter of Client) published on 26 March 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
I cannot recommend Home Instead highly enough. All the caregivers and managers are kind, friendly and professional. They all seem to genuinely enjoy what they do. They make my Mum’s day when they visit her and take her on trips to cafes, parks and the seafront. There is good communication with the family
and the management carry out regular reviews. Nothing is ever too much trouble and they are always very accommodating and flexible.
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Review from Sharon M (Daughter of Client) published on 11 March 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead have looked after my father who has Parkinson's for the last couple of years. All of the carers that have looked after dad have done so with complete understanding, respect and consideration. It was a difficult transition for my mum to have people in their home but she was supported throughout
by the whole team.
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Review from Rose N (Daughter of Client) assisted by family/friend published on 2 August 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My mum was reluctant to accept outside help from caregivers but now a few months on, mum enjoys the help and company of them. The manager has frequent visits to my mum and myself to make sure we are happy with the care given. We have lots of confidence in using Home Instead.
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Review from Paul G (Partner of Client) published on 9 April 2018 Submitted via Website • Report
Overall Experience 5.0 out of 5
I would just like to say I was very happy with the service company gave to me for my partner during her illness.
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Review from Jacqueline B (Daughter of Client) published on 2 April 2018 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead have supported my Mother for the past three years. Initially providing much need social interaction but today her needs are far greater and more complex. I am happy to admit at 98 years my Mother is not the easiest of patients. Home Instead and their team have gone to great efforts to understand
what my Mother would like and how they can assist her. At times they have needed to be firm and yet they are also sensitive and sometimes adopt a light touch. This has been achieved simply because the make great efforts to really know their patients personally and carers are specifically matched. In the four years we have now been clients they have never turned up late or missed an appointment. I work full time and having this kind of support is invaluable.
Without Home Instead I would not be able to keep my Mother in her own home where she is at her happiest and healthiest. I hope they are around to look after me in a few years times!
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Review from Carole H (Great-Niece of Client) published on 7 February 2018 Submitted via Website • Report
Overall Experience 5.0 out of 5
Choosing the right care agency is so important & I was very impressed with Home Instead Senior Care (Eastbourne & Hailsham) right from the start and the care they have provided has been excellent.


My aunt needed 3 daily care visits following a spell in hospital and time was taken to find out about

her interests so the right caregivers could be matched to her. They have been sensitive, caring and kind. On occasions, they’ve had to call her GP & the emergency services and waited with her until they arrived. They are professional, well organised and all procedures are documented.


The management has been so supportive and was instrumental in working with Adult Social Care & with her GP to ensure she received the care she needed, it’s been a help & relief not dealing with everything on my own. The communication with the manager is excellent, keeping me fully informed. The office staff have been so helpful, reassuring and supportive on every occasion I’ve contacted them. I highly recommend the whole team at Home Instead Senior Care (Eastbourne & Hailsham).

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Review from Janice C (Sister of Client) published on 7 February 2018 Submitted via Website • Report
Overall Experience 5.0 out of 5
My brother is 74 years old and is suffering from dementia and has been for several years. He
has poor health and needs constant care on a weekly basis from the doctor and local nurses to attend him at his home. For several years now he has had Home Instead in Eastbourne to completely care for him.
They come daily and provide domestic and medical help to him with care and experience in a very friendly and kind way. He needs to be helped to wash and dress in the mornings then sort out food and general shopping for everyday items. He can only walk a very short way so the shopping is done by the helpers.on a daily way or when needed
Home Instead is excellent and very professional and I would completely recommend them to anyone who needs care.
They always let me know in advance costs and billing is done easily and are complexly trustworthy. Let them help you.
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Current Review Score: 9.7 (9.715)

Overview of Review Score

The Review Score of 9.7 (9.715) out of 10 for Home Instead (Eastbourne & Hailsham) is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.9 out of 5 from 8 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 4.8 out of 5 from 8 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 4.915 for Home Instead (Eastbourne & Hailsham) is calculated as follows: ( (43 Excellents x 5) + (4 Goods x 4) ) ÷ 47 Ratings = 4.915
  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 (Eastbourne & Hailsham) is based on 8 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 = 4.8
  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: 5 Dec 2017

Overall Outstanding

  • Caring Outstanding
  • Effective Good
  • Responsive Outstanding
  • 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 (2)

Soraya

Soraya Cottrell

Job Title: Owner/ Director of Care

Hi, I’m Soraya and I am the joint owner, alongside my lovely husband Ian, and Director of Care at Home Instead Eastbourne. I am also a mother of two little boys, called Blake and Morgan, who are both extremely good at keeping me very busy when I am not at work!


I am originally from Hailsham and know the surrounding areas very well. I used to work in mental health as a Care Assistant and I also worked in my parents’ residential care home for the elderly. I then relocated to London to do my nursing training and subsequently worked within the liver transplant team as a Liver Transplant Co-ordinator for many years. I loved my job and really enjoyed being part of something special. However, circumstances change and I realised that life goes by too quickly, so I decided to leave my job and we relocated back to East Sussex.


I’m so happy we have done this as moving back home has enabled us to embark on this wonderful journey working together and changing older peoples’ lives for the better. This venture is such an amazing thing to be a part of and I’m delighted that we are able to give something back to the community where I grew up.

Ian

Ian Cottrell

Job Title: Owner/ Managing Director

Before forming Home Instead Eastbourne and Hailsham Ian worked for 6 years in the NHS as contracts manager before moving to the private sector for 5 years managing property and facilities management services for blue-chip retailers. He has had extensive experience throughout his career in managing and motivating large teams to deliver exceptional customer services.


It is Ian’s mission to utilise the experience he has gained to ensure that Home Instead Eastbourne and Hailsham is the market leader in the local community for understanding the needs of its clients and consistently delivering high-quality care.


I understand the importance of our service to the lives of older people and their families and that with this comes a tremendous level of responsibility. However, at the core of everything we do is a genuine desire to ensure that our clients remain independent in their own homes and that their families and friends can have peace of mind. I am conscious that we can only achieve our goals by working as a team, and ensuring that we encourage, value and reward our caregivers for the excellent work that they do.

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