Home Instead Senior Care (Stevenage & North Herts)

16 Venture House, Fifth Avenue, Letchworth Garden City SG6 2HW

Home Instead Senior Care (Stevenage) is an award winning company providing pro-active companionship-led care to people in their own homes in Letchworth, Hitchin, Baldock, Royston, Stevenage, Knebworth and surrounding villages.

In March 2017, the care element of their service was rated as 'Outstanding' by the Care Quality Watchdog (CQC) at their routine inspection. This puts them in the very top tier of UK home care companies that have been inspected by the CQC.

The company individually matches Caregivers to the people that they support based on personality, interests and skills required. Their experience is that continuity of Caregiver makes a huge difference to the quality of support that they are able to provide. All of the people that work for them live locally and are car drivers insured to take people out into the community if that is required.

The company looks to add some colour into people’s lives that they go to as well as providing the practical support required that help them to continue living independently in their own homes.

Group : Home Instead Senior Care

Person in charge: Dave Marsh (Owner)

Type of Service: Home Care Agency (Privately Owned)

Provides Carers directly to the general public: Yes

Number of Carers: 50

Services Offered: Adult Care (18+) • Risk Assessments in the Home

Care Offered: Cleaning Service • Companionship • Dementia • Domestic Services / Home Help • Elderly Care • Food Preparation & Serving • Laundry Service • Learning Disability • Medication Assistance • Mental Health Condition • Palliative Care • Respite cover • Sensory Impairment • Shopping Service / Errands • Sit in Service • Transportation Service

Directions: The office is based in Letchworth near the large Sainsbury's and B&M store.

Visiting: This company will come out to visit you, however their office is based in Letchworth.

Parking: Easy free parking.

Latest Care Quality Commission* Report on Home Instead Senior Care (Stevenage & North Herts): click here

* Care Quality Commission is responsible for the registration and inspection of social care services in England.

Overview

The Review Score of 9.7 (maximum of 10) for Home Instead Senior Care (Stevenage & North Herts) is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.7 out of 5 from 19 Reviews over all time. This Average Rating is also the rating value for Home Instead Senior Care (Stevenage & North Herts) in Google's Search Results - more info

  • b) The score for the number of positive Reviews is 5 out of 5 from 10 positive Reviews in the last 12 months.

Detailed Breakdown

  • a) 5 Points are available for the Average Rating of all Reviews over all time. For each review the Home Care Agency / service is rated Excellent, Good, Satisfactory, Poor or Very Poor on a number of areas eg Staff, Management etc. The Home Care Agency receives points for each rating as follows: Excellent = 5. Good = 4. Satisfactory = 3. Poor = 2. Very Poor = 1. These points are added up and then divided by the total number of completed ratings to generate the average rating.

    The Average Rating of 4.714 for Home Instead Senior Care (Stevenage & North Herts) is calculated as follows: ( (81 Excellents x 5) + (30 Goods x 4) + (1 Satisfactorys x 3) ) ÷ 112 Ratings = 4.714

  • b) 5 Points are available for the number of Positive Reviews in the last 12 months. If there are no Positive Reviews in the last 12 months, then 2.5 points are available for the number of Positive Reviews in the last 2 years. A Positive Review is defined as any Review with 'Extremely Likely' or 'Likely' in answer to the question 'How likely are you to recommend this Home Care Agency to friends and family if they needed similar care or treatment?'

    The 5 points available are broken down as follows: 3 points for the first Positive Review, 0.5 points for each of the next 4 Positive Reviews ie an Home Care Agency needs 5 Reviews to receive the maximum score of 5 points.

    The 5 Points relating to the number of positive Reviews for Home Instead Senior Care (Stevenage & North Herts) is based on 10 positive Reviews in the last 12 months and is calculated as follows:

    1. 3 + 0.5 + 0.5 + 0.5 + 0.5 = 5

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

9.7 Home Instead Senior Care (Stevenage & North Herts) has a Review Score of 9.7 (9.714) from 19 Reviews

Average Ratings

  • Excellent
    15
  • Good
    4
  • Satisfactory
    0
  • Poor
    0
  • Very Poor
    0
  • Don't Know
    0

How Likely are the Reviewers to Recommend Home Instead Senior Care (Stevenage & North Herts)?

  • Extremely LIKELY
    16
  • Likely
    3
  • Don't know
    0
  • Neither Unlikely or Likely
    0
  • Unlikely
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  • Extremely UNLIKELY
    0

Reviewer Connection to Home Instead Senior Care (Stevenage & North Herts)

  • Client / Service User
    6
  • Daughter of Client/Service User
    4
  • Son of Client/Service User
    3
  • Wife of Client/Service User
    3
  • Husband of Client/Service User
    1
  • more

Very kind and considerate carers who we are very happy to have cared for our elderly uncle. He has particular needs and sometimes his behaviour can be a little challenging due to his medical condition, however, the office staff have been great in finding the right carers for him.

Communication with the office staff is very good and nothing is too much trouble for the carers; one of whom will often stay on a little longer just to chat and make sure our Uncle is set for the day and happy.

I would have no hesitation in recommending Home Instead.

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Extremely Likely

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Average Rating:   5 out of 5

Dave Marsh, Owner at Home Instead Senior Care (Stevenage & North Herts) responded to this review on 19 Mar 2018:

It's always a delight to receive such positive feedback for our efforts. Thank you so much for taking the time to share these kind words.

The team at Home Instead have been very helpful to my mother, and the service is reliable, high quality, flexible and friendly.

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Extremely Likely

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Average Rating:   4.8 out of 5

I have always found the carers to be kind, thoughtful, trustworthy and very understanding to my father, in fact, they feel more like friends. The office are very helpful to us both and enable me to have time with my family again, as well as enabling Dad to remain in his own home where he is happiest. Probably the best endorsement though is that members of Home Instead helped save my father last year.
I was on holiday when Dad's alarm went off, he had fallen. Unable to get to him for several hours I took the chance and phoned the carer. The carer dashed round, so too did the owners of Home Instead. The carer called an ambulance and selflessly remained by Dad's side, as I said earlier they genuinely care and the position he was in could have had serious consequences if he had not been attended so promptly.

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Extremely Likely

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Average Rating:   4.8 out of 5

Dave Marsh, Owner at Home Instead Senior Care (Stevenage & North Herts) responded to this review on 21 Feb 2018:

We are delighted to have been of assistance. Positive feedback like this makes our hearts fly!

We are both extremely pleased with the service and practical advice offered and all personnel we have had contact with. Nothing is too much trouble, difficult or odd. A pleasure to deal with the firm at what is an extremely difficult and stressful time.

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Extremely Likely

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Average Rating:   5 out of 5

Home Instead was our lifeline when my husband came home from the hospital.
He had dementia, poor eyesight and a critical heart condition following a stroke.
Our caregiver has been my strength, support and friend.
She has helped all the way with my husband's downhill battle and will assist when he finally gets admitted to a care home next week.
Without them all in Letchworth I would have been lost.

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Extremely Likely

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Average Rating:   4.8 out of 5

Dave Marsh, Owner at Home Instead Senior Care (Stevenage & North Herts) responded to this review on 29 Aug 2017:

It has been our privileged and pleasure to support during these tricky times. Many Thanks!

The two lady carers always arrived on time with smiles and a greeting. They always gave dignified service to my husband by helping him to shave and dress. They also conversed with my husband, who had dementia, and managed to find topics of interest. If time remained, they would offer help to me which often meant cutting up hard vegetables.they were both real carers and I looked forward to seeing them each morning.

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Likely

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Average Rating:   4.5 out of 5

We have had the service from Home Instead now for three months and have been extremely pleased. There were doubts at the beginning as to how my wife would react to the invasion of privacy but this has been handled most sensitively and she has not been in the least bit upset, in fact listening to the laughter and singing coming from the bathroom I would say the opposite is true!!
Carers have been very sweet and have become friends who my wife looks forward to greeting each morning. The whole experience in dealing with Home Instead has been most positive and reassuring. It leaves me very happy to know that my wife is in the hands of such competent and lovely people.

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Extremely Likely

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Average Rating:   4.8 out of 5

Dave Marsh, Owner at Home Instead Senior Care (Stevenage & North Herts) responded to this review on 08 Aug 2017:

Wonderful to get such positive feedback. To achieve "Laughter and Singing from the bathroom" is exactly the sort of positive outcome I'd like for my own family and myself when I'm a bit older too!

Home Instead have always been both professionally competent as well as friendly and easy to approach.
They have provided my very elderly relatives with care and understanding from the outset, at a time when new faces were not normally welcomed. Although circumstances mean that sometimes different people have to visit, each carer has been introduced and fully briefed before arrival and is always welcomed on return.
I am more than happy to entrust the ongoing home care of my relatives to Home Instead and have no reservations in recommending them to others.

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Extremely Likely

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Average Rating:   5 out of 5

Dave Marsh, Owner at Home Instead Senior Care (Stevenage & North Herts) responded to this review on 08 Aug 2017:

We are honoured to have the opportunity to serve and delighted with this excellent feedback. I will take the time to share it at our Team Meeting so that the whole team can benefit from this positive comment. Thank you.

Fabulous care and service. All of the care givers provide a high standard of care, nothing is too much trouble. They all feel like friends.

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Extremely Likely

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Average Rating:   4.8 out of 5

Dave Marsh, Owner at Home Instead Senior Care (Stevenage & North Herts) responded to this review on 03 Aug 2017:

Thank you, it is so good to get feedback like this. Our team are committed to doing anything to enable peoples independence. It's wonderful to be seen as 'friends'. Perfect!

My parent's ability to look after themselves at home deteriorated when my mother's health was compromised 2 years ago. My father, as her carer, struggled to make meals and the health of both of them declined until my father went into the hospital in August 2016. I was recommended Home Instead Senior Care (Stevenage & North Herts) to provide carers to enable Mum and Dad to live independently.

The lady who was introduced to cook evening meals for them has been an absolute godsend. She is very kind to them and exceptionally caring.

My father has since had another health crisis and another spell in hospital and Home Instead have provided more carers to give morning care to help encourage them to take their medication.

Home Instead also keeps us informed of any needs. This has enabled Mum and Dad to continue living at home and provided us with peace of mind, knowing that they are being cared for on a regular basis.

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Extremely Likely

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Average Rating:   4.8 out of 5

Dave Marsh, Owner at Home Instead Senior Care (Stevenage & North Herts) responded to this review on 24 Apr 2017:

It's our absolute pleasure to serve clients and achieve our mission of enabling people to live at Home Instead of having to live in carehome or other.

We currently have three different carers through Home Instead. They are all very personable, punctual, reliable, unhurried and genuinely caring. They treat my mother with respect and often go beyond what is expected of them in the daily routine, where they see a need. They are equally friendly with my partner and me and take the time to chat, so their visits don’t feel at all intrusive.

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Extremely Likely

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Average Rating:   4.3 out of 5

Dave Marsh, Owner at Home Instead Senior Care (Stevenage & North Herts) responded to this review on 08 Mar 2017:

We are always grateful to receive feedback from those we serve. We will be sure to share this lovely feedback at our team meetings so that our brilliant CAREGivers can see the positive impact they have on others lives.

We engaged with our local Home Instead team about ten months ago and have been highly impressed. The process began with a careful face-to-face discussion to ascertain what was needed. The management team then took a personal interest in finding the right person to meet the requirements. Speed was of the essence. My mother immediately took to the carer they selected and that same person proved to be an excellent long-term match for her.

During the year requirements have at times increased and we found that Home Instead delivered on their promise to be flexible. Again, we felt that both the management team and the carer herself took a truly personal interest in providing the right support in a timely fashion.

Communication throughout has also been timely and helpful. The level of responsiveness and follow up has been second to none. We could not have found a better agency, management team, or carer to support our mother's wish to continue living independently in her own home.

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Extremely Likely

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Average Rating:   5 out of 5

Dave marsh, Owner at Home Instead Senior Care (Stevenage & North Herts) responded to this review on 07 Mar 2017:

Utterly delighted to have delivered.

From first contacting Home Instead, I have found the staff helpful and understanding.
We have care to fit our needs at an affordable cost.

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Likely

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Average Rating:   4 out of 5

Dave Marsh, Owner at Home Instead Senior Care (Stevenage & North Herts) responded to this review on 03 Mar 2017:

It is our absolute pleasure to serve Mr C and we are delighted to receive such positive feedback.

We have had experience of another care organisation for 2 months, but Home Instead are amazing and really do care. Our family have peace of mind knowing that our 93year old mother is so well looked after in our absence. She has responded well and quickly and trusts the people/carers who come in each day.

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Extremely Likely

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Average Rating:   4.7 out of 5

Dave, Owner at Home Instead Senior Care (Stevenage & North Herts) responded to this review on 06 Mar 2017:

It's a delight to receive positive feedback like this. We are honoured to serve.

I consider myself very lucky to have these kind caring helpful ladies. Makes life easier to cope with being on my own. Nothing is too much bother for them. They are always cheerful, which goes a long way. What more do I need to say 10/10

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Extremely Likely

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Average Rating:   4.8 out of 5

Karen Marsh, Owner at Home Instead Senior Care (Stevenage & North Herts) responded to this review on 31 Aug 2016:

We are delighted to serve Mrs L and are delighted that she values our efforts. Thank you.

My carer was very good indeed, nothing was too much trouble, we got on very well indeed and I do feel she has done a very good job in helping me to where I am now, so thank you very much.

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Likely

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Average Rating:   4.3 out of 5

I am happy with the service and find them honest and reliable.

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Extremely Likely

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Average Rating:   4 out of 5

Home Instead has recognised and provided a perfect match between my mother and her carer. Although not too elderly or infirm, mum needed company and stimulus and an understanding of her newly diagnosed dementia. Home Instead has literally given my mum a new lease of life and a new friend and I cannot rate them highly enough for the time and empathy they have given her. I do and will continue to recommend them to anyone I know who may benefit from their services.

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Extremely Likely

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Average Rating:   5 out of 5

I had a carer from Home Instead Senior Care each morning to help me wash and dress! Except for four mornings I had the same carer. They were all excellent. The carers were all very competent, I felt quite at ease with them and enjoyed meeting them. I missed them when they had finished coming to me. I was pleased to have them introduced to us before they started. They always arrived on time and often did one or two extra things to help me. I would definitely employ them again and would have no hesitation in recommending the company.

How likely would you be to recommend Home Instead Senior Care (Stevenage & North Herts)? Extremely Likely

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Average Rating:   5 out of 5

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Awards / Recognitions

April 2016

Job Vacancies

Staff Profiles

Fiona

Fiona Halliwell

Job Title: CAREGiver Services Manager

Joined: 2016

Description:

I met Dave & Karen the year prior to joining them in 2016. Like others I was impressed with their determination to serve clients well, but the thing that really impressed me was their determination to improve the working environment and lives of the CAREGivers. I have worked in the social care sector for over 20 years and I’ve seen the positive impact on seniors’ lives when CAREGivers are inspired, respected and celebrated for the wonderful role they play in our communities. For this reason, I was delighted to accept the role of CAREGiver Services Manager with Home Instead because of their great reputation in improving and developing the CAREGiver experience. My role focuses on; the selection, training, development, supervision and training of our wonderful CAREGivers. My mission is for our little company to become the employer of choice in the local area and to continue developing the CAREGiver experience into an ever more fun, relaxed, valued and rewarding role. I feel most happy when the team I serve give positive feedback about the caregiver experience.

I live in Stevenage with my Husband Sean and two dogs Archie and Jake. I’d be delighted to just chat with anyone who has an inkling that companionship to the elderly might be something they’d enjoy. I’m just a phone call or email away.

Dave

Dave Marsh

Job Title: CAREGiver Services Manager

Joined: 2017

Description:

I joined Home Instead in 2017. Like others, I was impressed with their determination to serve clients well, but the thing that really impressed me was their determination to improve the working environment and lives of the CAREGivers. I have worked in the social care sector for over 20 years and I’ve seen the positive impact on seniors’ lives when CAREGivers are inspired, respected and celebrated for the wonderful role they play in our communities. For this reason, I was delighted to accept the role of CAREGiver Services Manager with Home Instead because of their great reputation for improving and developing the CAREGiver experience. My role focuses on; the selection, training, development, supervision and training of our wonderful CAREGivers. My mission is for our little company to become the employer of choice in the local area and to continue developing the CAREGiver experience into an ever more fun, relaxed, valued and rewarding role. I feel most happy when the team I serve give positive feedback about the caregiver experience.

Laura

Laura La Porte

Job Title: Care Coordinator

Joined: 2016

Description:

I met Dave in 2016 when he walked into the Doctors Surgery where I was working as the Practice Manager. He came in to explain the work Home Instead do in our community to help people stay longer in their own homes. I was seeing so many more elderly patients come through the surgery on a daily basis so I could immediately see the benefit of a service like theirs in the community. Often, all that people need is a chat and reassurance.
I was delighted when a year later their little company had grown to need someone to coordinate the schedules of our CAREGiver with the needs of our Clients. I am responsible for ensuring that our CAREGivers have a relaxed organised schedule so that our Clients can receive support from their matched CAREGiver at exactly the time our Clients prefer. The work I do has a huge effect on both the quality of our CAREGiver and our Clients lives. It is my mission to solve all the scheduling puzzles that occur so that our CAREgivers are not rushed and so that our Clients are connected with reliable, relaxed, and professional people. I live in Stevenage with a house full of children with my partner Chris. I am just a phone call or email away

Karen

Karen Marsh

Job Title: Owner

Joined: 2015

Description:

I am thoroughly enjoying being back at work now that our two children are older and more independent. Dave and I made the decision to start our Home Instead business as we wanted to do something that really makes a difference to people’s lives in the communities of Stevenage, Hitchin, Letchworth, Baldock and surrounding village and towns. Every day we are providing high quality care to our clients which helps them to remain at home and be independent. We match our CAREGivers very carefully to our clients which means they build lovely relationships and our clients and CAREGivers look forward to seeing each other every visit. I cover quite a lot of the admin side of our operation and provide support and guidance for our CAREGivers. I find the experience very rewarding and am very proud of the quality service that we are delivering. The relationship that we have developed with our clients and CAREGivers is first class and we consistently receive fantastic feedback from both.

Dave

Dave Marsh

Job Title: Owner

Joined: 2015

Description:

Hello I’m Dave, the founder and owner of Home Instead in Stevenage and North Herts. Before deciding to open Home Instead with my wife Karen, I spent over 30 years serving the needs of teams and customers. Having worked in care for over 12 years, I believe there is still a lot of work to be done to bring standards of service in the care sector up to standards of customer care we take for granted in many other service industries. I’ve chosen to make a positive contribution to that by opening Home Instead in this area of Hertfordshire.
I aim to deliver the very best standards of leadership, management and training to those who chosen to serve and care for the more vulnerable in our society. I aim to enable our clients to take control of their lives and fully respect their unique preferences; I aim to deliver relationship based care where independence is nurtured and encouraged. I aim to arrange for your CAREGiver to be the same person who will know you, your unique preferences and needs. I aim to make a positive difference one CAREGiver and one Client at a time, and I am proud to serve our fantastic team and our remarkable clients.