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.

Overall Experience
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Date Published
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Reviewer Connection to Home Instead (Eastbourne & Hailsham)
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Total of 67, showing 61-67
Review from Mary B (Daughter of Client) published on 29 March 2016 Submitted via Website • Report
Overall Experience 5.0 out of 5
My elderly parents have had care since Jan 2016. They were very resistant to the idea but since the Home Instead carers have attended their quality of life has improved. They have three carers on a rotation which has led to my parents becoming attached to them rather than having different carers each
time which would be unsettling to them.


Following my Father's recent emergency admission to hospital the carers increased the care package on the same day meaning Mum was able to stay at home, this was a great support to us the family.


The communication between the manager of the carers, the carers themselves and us the family has been great with many opportunities to reflect on the care and ongoing needs and adjust as needed.


I would really recommend the services of Home Instead.

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Review from David C (Son of Client) published on 29 March 2016 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead has been providing home care for my elderly parents for the last couple of months. Although my parents were initially resistant to care input, the carers were carefully matched to their personalities and needs, and have successfully built excellent trusting relationships with them. The
daily care input has proved invaluable in supporting my parents to remain independent in their home whilst alleviating significant stress and anxiety felt by family. When my father was recently admitted to hospital, Home Instead was able to quickly respond to provide a second daily care call which was very much appreciated. The communication with the manager is very good and she is quick to raise concerns or issues so that they can be dealt with promptly. Both the manager and the carers have a very kind, caring and honest approach, little phases them (not even a coal Rayburn!) and we have no idea where we would be without them. We would strongly recommend Home Instead to anyone considering home care.
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Review from Kate M (Daughter of Client) published on 29 March 2016 Submitted via Website • Report
Overall Experience 5.0 out of 5
At Home Instead (Eastbourne) provided excellent information prior to commencing the service. They took time to get to know my Mother and matched her with suitable staff. Ongoing communication is good and support is suitable for Mum's needs. I would recommend this company.
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Review from Anne (Daughter of Client) published on 24 March 2016 Submitted via Website • Report
Overall Experience 5.0 out of 5
This agency were able to respond immediately to my request for care, for my father. Their prompt response has enabled my father to continue to live at home and remain independent. Their service has been a huge comfort and reassurance for me with visits every weekday to ensure my father is well, is comfortable
and well fed. Initially my father was a little agitated, not used to intrusion, but their caring, sensitive and considerate manner means that he has become accustomed to their arrival and totally happy with the tasks they perform. Thank you.
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Review from P B (Daughter of Client) published on 18 February 2016 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Excellent service provided, with mature and experienced carers. Our carers took an interest in our mothers overall well being and made sure that other parties were kept informed of any changes. We were more than satisfied with the service Home Instead Senior Care provided us with.
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Review from Mr K G (Son of Client) published on 3 February 2016 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Management: The company is providing an excellent caring service for my mother who has vascular dementia, aged 94. The management gives excellent support and advice. It provides a very thorough client journal which includes service agreement, statement of purpose, client information, care plan, risk
assessment, carers visitor report and other relevant QA information. Visiting carer: She is appropriately trained and reliable. She immediately built up a good relationship with my mother, through chatting, playing scrabble. She has a calming influence on my mother and at the end of each visit you could tell my mother had enjoyed the afternoon. We get good feedback on each visit which includes her report. We can relax and enjoy our free time knowing that my mother is being well cared for and we would highly recommend the service provided.
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Review from Marie C (Client) published on 1 February 2016 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have found the care I have received form Home Instead to be excellent. The carers are always on time or phone me if not able to be. I started being looked after several months ago when I was very wobbly and am now almost back to normal.
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  • Treated with Dignity
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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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