Town & Local Care

31 St Peter's Chambers, St Peter's Street, Huddersfield HD1 1RA

Town & Local Care
Town & Local Care
Town & Local Care

Town & Local Care in West Yorkshire are part of TLC Homecare in the South Yorkshire district, who have been established for more than 20 years. In turn, they are both part of the Optimo Care Group of companies which also incorporates services in the North West of England.

Their motto is 'skilled care your way', which is a philosophy they look to bring to older and vulnerable adults throughout South and West Yorkshire and beyond (services are currently provided within Calderdale and Huddersfield areas). They are proud to support people to live in their own homes for longer and can provide a full range of homecare services.

They have recently launched their new 'Vision & Values' scheme which they are in the process of embedding within their organisation, to help support them in their mission to 'provide a service to be proud of' at all times.

Services can include respite care, whilst a family member or main carer goes out. Plus there is help for adults with learning disabilities and shopping, whilst care workers are also trained in dementia care as well as much more by their committed training team.

All services are carried out in a person-centred manner and the provider values its community reputation for providing a quality service. Professionals work to outcome-focused goals and maximise choice, control and independence with each client.

Group : Optimo Care Group

Person in charge: Sally Denton (Registered Manager)

Type of Service: Home Care Agency (Privately Owned)

Provides Carers directly to the general public: Yes

Number of Carers: 80

Services Offered: Adult Care (18+) • Personal Care (on a contracted hours basis) • Personal Care Assessments

Care Offered: Dementia • Domestic Services / Home Help • Elderly Care • Learning Disability • Mental Health Condition

Latest Care Quality Commission* Report on Town & Local Care: click here

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

Reviews

9.2 Town & Local Care has a Review Score of 9.2 (9.211)

The Review Score of 9.2 (maximum of 10) for Town & Local Care is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.2 out of 5 from 12 Reviews over all time. This Average Rating is also the rating value for Town & Local Care in Google's Search Results - more info

  • b) The score for the number of positive Reviews is 5 out of 5 from 9 positive Reviews in the last 12 months.

  • 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 4.211 for Town & Local Care is calculated as follows: ( (34 Excellents x 5) + (24 Goods x 4) + (7 Satisfactorys x 3) + (6 Poors x 2) ) ÷ 71 Ratings = 4.211

  • 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 Town & Local Care is based on 9 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.


Average Ratings

  • Excellent
    6
  • Good
    3
  • Satisfactory
    3
  • Poor
    0
  • Very Poor
    0
  • Don't Know
    0

How Likely are the Reviewers to Recommend Town & Local Care?

  • Extremely LIKELY
    7
  • Likely
    2
  • Don't know
    0
  • Neither Unlikely or Likely
    3
  • Unlikely
    0
  • Extremely UNLIKELY
    0

Reviewer Connection to Town & Local Care

  • Client / Service User
    9
  • Father of Client/Service User
    1
  • Husband of Client/Service User
    1
  • Wife of Client/Service User
    1

Our carers are satisfactory and appreciate the continuity we currently have with our carer. Timing is the issue (not her fault) we contracted for 7.30 and all week has been 7am. I am 80 and we made use of your service to make it easier for me to cope with my husband's care. I find I am having to get up ion the morning earlier and earlier. Do not want visits after 7.30, just nearer the time. Seems we keep getting pushed in sooner to accommodate others.

How likely would you be to recommend Town & Local Care? Neither Unlikely or Likely

Average Rating: 

 3.4 out of 5

Staff: Good

Care / Support: Good

Management: Poor

Treated with Dignity: Good

Value for Money: Satisfactory

I appreciate having the same carer on a regular basis (following a complaint I made several months ago). She is utterly reliable and excellent and has a great sense of humour and cheerful disposition. I look forward to her visits.

How likely would you be to recommend Town & Local Care? Extremely Likely

Average Rating: 

 4.2 out of 5

Overall Standard: Good

Staff: Excellent

Care / Support: Good

Management: Good

Treated with Dignity: Good

Value for Money: Good

Elaine Bradley-Smith, Employee Engagement & Communications Officer at Town & Local Care responded to this review on 02 Jan 2018:

Thank you for taking the time to review us on Homecare.co.uk, we take all feedback very seriously (both positive and negative), to assist us in continuing to make further improvements within our services in the future. We are really pleased to hear you are happy with the service you now receive and have seen an improvement since you let us know about a problem you had a few months ago. Thanks again for the lovely feedback, we really appreciate all comments received.

I have been very happy with the care I have got from all the care workers I have had to help me. I am surprised at how good it has been.

How likely would you be to recommend Town & Local Care? Extremely Likely

Average Rating: 

 4.7 out of 5

Overall Standard: Excellent

Staff: Good

Care / Support: Excellent

Management: Good

Treated with Dignity: Excellent

Value for Money: Excellent

Elaine Bradley-Smith, Employee Engagement & Communications Officer at Town & Local Care responded to this review on 02 Jan 2018:

Thank you for taking the time to review us on Homecare.co.uk. We take all feedback very seriously (both positive and negative) as it assists in helping us to improve our services even further in the future. We are really pleased you are happy with the service you receive from us and will feedback your comments to the care workers involved as a thank you for all of their hard work. Thanks again for your kind comments.

Nice people running a very nice service.

How likely would you be to recommend Town & Local Care? Likely

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Value for Money: Excellent

Elaine Bradley-Smith, Employee Engagement & Communications Officer at Town & Local Care responded to this review on 02 Jan 2018:

Thank you for taking the time to give us your feedback, we really appreciate all comments received and take all feedback seriously in order to help us improve our services even further in the future. Thanks again for your lovely comments.

I have been extremely satisfied with the care which I have received.

How likely would you be to recommend Town & Local Care? Extremely Likely

Average Rating: 

 4 out of 5

Overall Standard: Good

Staff: Good

Care / Support: Good

Management: Good

Treated with Dignity: Good

Value for Money: Good

Elaine Bradley-Smith, Employee Engagement & Communications Officer at Town & Local Care responded to this review on 02 Jan 2018:

We would like to thank you for taking the time to submit a review and thank you for your kind comments. We take all feedback received very seriously, in order to assist us to improve our services even further in the future and are glad you are happy with the service you receive. We really appreciate all comments received. Thank you.

After a bad and unfortunate start, things started to improve. No consideration, no understanding of patient's needs. All had to be explained by me to them (the staff). No knowledge of my illness.

Whats needed is regular staff to patients. This either works or not but can be adjusted to as time goes on. At the moment, my girls and I are working.

How likely would you be to recommend Town & Local Care? Likely

Average Rating: 

 3.7 out of 5

Overall Standard: Good

Staff: Good

Care / Support: Good

Management: Poor

Treated with Dignity: Excellent

Value for Money: Satisfactory

What a nice friendly service with nice, pretty young ladies as staff.

How likely would you be to recommend Town & Local Care? Extremely Likely

Average Rating: 

 4.7 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Good

Treated with Dignity: Excellent

Value for Money: Good

Elaine Bradley-Smith, Employee Engagement & Communications Officer at Town & Local Care responded to this review on 02 Jan 2018:

Thank you for taking the time to submit a review. We take all feedback very seriously (both positive and negative) in order to help us improve our services even further in the future. We are very pleased you are happy with the service you receive. Thanks again for taking the time to submit your comments.

My son requires 24 hour - 7 day care which he has had from birth. Help with daily life, medication and dressing, ablutions etc.
Due to incontinence, bathed daily. He suffers from Cerebral Palsy, cannot read or write and had type 2 diabetes.

How likely would you be to recommend Town & Local Care? Extremely Likely

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Value for Money: Excellent

Elaine Bradley-Smith, Employee Engagement & Communications Officer at Town & Local Care responded to this review on 02 Jan 2018:

Thank you for taking the time to submit a review, we take all feedback very seriously (both positive and negative) to help us improve our services even further in the future. We are really pleased that you are happy with the service your son receives from us and thank you for your excellent ratings. Thanks again for taking the time to let us have your comments.

I am very pleased with all our carers and services which I receive daily. Thank you to everyone.

How likely would you be to recommend Town & Local Care? Extremely Likely

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Value for Money: Excellent

Elaine Bradley-Smith, Employee Engagement & Communications Officer at Town & Local Care responded to this review on 15 Jun 2017:

Thank you for your kind comments. We take all feedback received (both positive & negative) very seriously and appreciate the time taken to complete a review. All compliments are passed on to our care workers. Thank you.

My wife is happy with the care she gets. The carers are courteous and very helpful. She mostly has the same carers each day as she is on bed care at the moment and they see to all her personal needs.

How likely would you be to recommend Town & Local Care? Extremely Likely

Average Rating: 

 5 out of 5

Overall Standard: Excellent

Staff: Excellent

Care / Support: Excellent

Management: Excellent

Treated with Dignity: Excellent

Value for Money: Excellent

Elaine Bradley-Smith, Employee Engagement & Communications Officer at Town & Local Care responded to this review on 15 Jun 2017:

We thank you for your kind feedback. We find all feedback (both positive & negative) really useful to help us develop our services even further moving forwards and really appreciate your time taken to complete a review. Your comments will be passed on to our care workers. Thank you.

The regular carers are generally good but occasionally the agreed times are not met. (Sometimes early, sometimes late, on two occasions not at all, with no phone call, apology or explanation).

How likely would you be to recommend Town & Local Care? Neither Unlikely or Likely

Average Rating: 

 2.7 out of 5

Overall Standard: Poor

Staff: Good

Care / Support: Satisfactory

Management: Poor

Treated with Dignity: Satisfactory

Value for Money: Poor

Situation of caring is 90% good (elderly carers). The other 10% need checking out and retraining. Whilst having plenty of time allotted ie 1/2 hour they seem to want to be away by less than 15 minutes.

How likely would you be to recommend Town & Local Care? Neither Unlikely or Likely

Average Rating: 

 3.2 out of 5

Overall Standard: Good

Staff: Satisfactory

Care / Support: Satisfactory

Management: Poor

Treated with Dignity: Good

Value for Money: Satisfactory

Elaine Bradley-Smith, Employee Engagement & Communications Officer at Town & Local Care responded to this review on 12 Jun 2017:

We appreciate all feedback received and use both positive and negative feedback to help us improve our services further. You provided us with some really positive comments, these have been passed on to our care workers respectively, thank you.
We continue to review our processes on a regular basis and have taken on board the feedback you gave us around some of your calls, we vigorously monitor call times and are reviewing the calls you mentioned, when we visited you recently to discuss your concerns, as a matter of urgency. You also mentioned not meeting the senior management team at Town and Local Care.
We are constantly looking for additional ways of keeping in touch and although it would be very difficult for Registered Managers to visit every individual service user, as a matter of course, we always encourage people to get in touch if they would like to speak with a senior member of staff.
You can contact us by calling your local office number and asking to speak with the Registered Manager, they will be more than happy to arrange a home visit if you prefer to meet them face to face. Alternatively, you can get in touch via email or by letter and someone will get back to you promptly and arrange a meeting if required.
We thank you sincerely for taking the time to provide your feedback, once again, your comments are really appreciated, please do get in touch if there’s anything else you’d like to discuss in the future, we will be more than happy to try and help.

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