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

Types of Home Care

  • Visiting Care
  • 24 Hour Care
  • Adult Home Care (18+)
  • Respite Care

Personal Care & Household Services

  • Washing & Dressing
  • Medication Assistance (Oral)
  • Domestic Services / Home Help
  • Cleaning Service
  • Companionship
  • Food Preparation & Serving
  • Laundry Service
  • Shopping Service / Errands
  • Sit in Service
  • Transportation Service

Other Care Provided

  • Older Person Care
  • Dementia
  • Palliative / End of Life Care
  • Learning Disability / Autism
  • Mental Health Condition
  • Physical Disability
  • Visual / Hearing Impairment
  • Hospital Discharge
  • High Dependency Care, two carers attending

Funding & Fees

Available on request

Good to Know

Group/Owner

Person in charge

  • Ian Cottrell (Managing Director)

Home Instead (Eastbourne & Hailsham) Reviews (67)

Total of 67, showing 41-60
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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Review from Wendy W (Wife of Client) published on 7 February 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

As the wife of a young (65 years) severely ill, mild dementia and had a bad experience with multiple Care Companies I was desperate to find Carers who my husband would be comfortable with, even like!!! I contacted HOME INSTEAD. Well, I would like to say, right from my first phone call to my first home
visit I was so impressed. They seemed only to want to know what his needs were, what type of person he would get on with, his likes, dislikes, anything that they could do to make the time with the carer enjoyable. I explained my husband hated having lots of different carers, that wasn’t a problem for them, they would get him used to 2 carers so if one was ill he would already know the other carer. My husband hated me leaving him before HOME INSTEAD came into our lives..... now he’s quite happy for me to go out, he smiles and says ‘have a good time’. What else can I say.... HOME INSTEAD is a wonderful, caring, helpful company we could not be happier....they have become like family.

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Review from Martin A (Son of Client) published on 7 February 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

This service was just what we were looking for, professional, understand people who would match a carer to our difficult elderly mother. She is very happy with the service and so are we.

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Review from Richard U (Son of Client) published on 27 November 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

In the two years that Home Instead helped my mother, and thus my family, I can only recommend their personal and professional service. It seamlessly moved from companionship to support, both emotional, physical and medical.
During some difficult times, as my mother's dementia developed, the Home Instead
team enabled my mother to retain dignity and respect.
During this period I was living abroad, and the company maintained excellent communications and senior management was always available for consultation and support.
The times I have been in Eastbourne, I have witnessed, many times, the caring ladies, endlessly friendly, patient and supportive.
Home Instead managed the myriad of medical and community services to maintain a high standard of living for my mother.
I can only hope that there are other businesses providing Home Instead-level support that can learn from your best practices and invest your experiences and knowledge in their own operations.

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Review from J R (Client) published on 7 August 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot fault Home Instead. It is a wonderful, well-organized service, but above all, it is the level of service they provide that is outstanding.
I have been matched up with an ideal carer and one of his greatest assets, apart from making me laugh, is that anything I ask him to do, he does it without
a fuss and very willingly.
I really look forward to the days he visits. I will always be grateful for the care I have received. It has enriched my life - it was a good match.

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Review from Brian F (Husband of Client) published on 8 June 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead was recommended to us by Social Services Eastbourne. My wife is a patient with them, I am her husband and carer. We have found the managers and staff to be efficient, caring, cheerful and extremely helpful. Always arrive on schedule and provide 3excellent support to my wife, so I have every
confidence that she is in good hands when I am away from home.

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Review from Ian S (Client) published on 26 May 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

1. Always very helpful.
2. Polite and considerate.
3. Willing to do a variety of jobs.
4. On time.
5. Quick to replace any absent carer.

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Review from Cynthia B (Daughter of Client) published on 11 April 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I asked Home Instead to provide daily care to my mother aged 92 when she had a fall in December and broke her wrist needing surgery to re-set it. She was unable to do daily tasks for herself. Having lived alone since my father died 4 years earlier, she found it very difficult to get used to having
people in the house on a daily basis. I was extremely grateful and impressed by the speed with which the agency was able to provide carers and about the careful way they attempted to match the carers with my mother's needs. Since having her plaster removed at the end of January, the agency has continued to provide much reduced daily care and have attempted to accommodate my mother's preferences at every juncture. The staff are helpful and sympathetic at all times and my mother is now very grateful to have some daily company and help. I cannot fault the service provided in any way and have always been kept informed when there is a problem to address. This is good as I live 100 miles away.

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Review from Margaret B (Client) assisted by family/friend published on 7 April 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother's cleaner is very kind, caring and cleans beautifully. She treats my mother who is 93 with dignity. My mother is very happy with the service she receives and I always have peace of mind.

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Review from G A (Son of Client) published on 5 April 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

During December Mum became increasingly ill and frail. On several occasions, the carer came in for her contracted hour, and stayed much longer, even accompanying Mum to hospital. Throughout the whole time the carers were incredibly sensitive, caring and really focused on the person. I was kept regularly
informed of Mum's condition, especially when a hospital visit was involved. All credit to the management for assembling such a strong and capable team, and to the team for their readiness to go beyond the call of duty.

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Review from Karen C (Daughter of Client) published on 3 April 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been very pleased with the care and understanding shown by the carers to my parents. This has been a difficult time with my mother admitted to hospital. The carers could not have done more to support my dad. They know my parents well and are therefore able to offer the best support possible.
I have been kept fully informed throughout and I really appreciate that. I would highly recommend this company.

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Review from Chrissie P (Niece of Client) published on 3 April 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The care provided by Home Instead was excellent.
From the initial assessment to the training of staff and to the actual care given, all aspects of care have been of the highest standard. I was able to trust the staff to be considerate, efficient and caring to my aunt at all times. She enjoyed their
company and felt her needs were met, without any fear or lack of dignity. She felt as I did, that she was in safe hands. Communication in all aspects of her care was key. We consider ourselves blessed to have found such wonderful people. Thank you.

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Review from Nicolas T (Son of Client) published on 31 March 2017
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My 100-year-old father, had a mild stroke in December, which left him needing some help at home.
Home Instead have given the family peace of mind that he is being well looked after.
His carers visit 3 times every day, helping with all daily living issues. They will always go the extra mile to ensure
of Dad's safety and well-being. Nothing is too much for them. I would recommend Home Instead to anyone in need of help.

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Review from Judy (Client) published on 27 April 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very lucky to have my carer, she's kind, punctual and efficient.

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Review from D W (Client) published on 1 April 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I would not wish for better care. All the staff that have taken care of me have been wonderful and very helpful. I feel that I have been very lucky and pleased for their help and care.

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Review from Mandy W (Daughter-in-law of Client) published on 31 March 2016
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very impressed by the level and quality of care my father and mother-in-law are receiving from this company. Everything from my initial enquiry onwards has been dealt with in a friendly and positive manner.

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Review from David C (Son of Client) published on 31 March 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

From day one I found the management and carers very kind, caring, friendly and helpful. They treat my mother with the full dignity that she deserves, also communications between my mother, myself and the company regarding any matters when needed. Full marks for the carers personality, my mother has
never had to worry or wonder if they are going to turn up as in other experiences.
I am also impressed with the full details that record in the the daily log ie my mother's aches, pains, mobility and breathing. Helps us as a family to keep track of her health. All in all, very impressed with Home Instead Senior Care.

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Review from Jennifer U (Daughter of Client) published on 31 March 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead are consistently friendly. They are very approachable. I am impressed with their knowledge and expertise. My mother has never had carers before and arranging someone to help mum was new to us as a family, we found Home Instead very confident and sensitive at what was a difficult time for
us.
Mum has bonded very quickly with carers who have been carefully chosen to match mum's needs and personality. Thank you.

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Review from Carol D (Daughter of Client) published on 31 March 2016
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff at Home Instead in Eastbourne are fantastic, my mother who at 88 sadly had cancer, was so pleased with the standard of help and care. So friendly and helpful and in her last few weeks were such a help to me at such a difficult time. The office staff were on the phone asking how I was, and
how could they help, nothing was to much trouble. The staff that came in to mum were like angels in my eyes, even bringing me hot coffee and pastries in the mornings after long nights! They not only helped mum, but also helped me to cope, I would recommend them to anyone, it's how care in the home should be.

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Review from LP (Mother of Client) published on 29 March 2016
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We have received an excellent reliable service from Home Instead which was tailored to the needs of my Mother. They were able to set up the care very quickly after meeting her with her family and understanding the care needs she required.


My Mother was reluctant to accept care but the staff from

Home Instead have taken the time to reassure her that they are there to help her with the things she can no longer manage.


The care givers leave very good notes on what care they have provided each day and a highlight any issues that the family need to be aware of.


They are very responsive to input from the family via email or telephone.

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Review from Madeleine H (Daughter of Client) published on 29 March 2016
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The service provided is very much personally geared to the needs, interests and personality of the client. This is done with tact, understanding and kindness and organised very efficiently and professionally.

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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.

  • a) The Average Rating is 4.9 out of 5 from 8 Reviews in the last 24 months.

  • b) 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:

  • a) 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

  • 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 (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

  • 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: 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.

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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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