Group: Optimo Care Group
Person in charge: Sally Denton (Manager)
Type of Service: Home Care Agency (Privately Owned)
Provides Carers directly to the general public: Yes
Number of Carers: 80
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.
Town & Local Care has a Review Score of 7.9 (7.889)
The Review Score of 7.9 (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 4.4 out of 5 from 3 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 3.5 out of 5 from 2 positive Reviews in the last 12 months.
Click to show a breakdown of the Review Score
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 4.389 for Town & Local Care is calculated as follows: ( (12 Excellents x 5) + (2 Goods x 4) + (3 Satisfactorys x 3) + (1 Poors x 2) ) ÷ 18 Ratings = 4.389
b) 5 Points are available for the number of Positive Reviews in the last 12 months. 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 3.5 Points relating to the number of positive Reviews for Town & Local Care is based on 2 positive Reviews in the last 12 months and is calculated as follows:
3 + 0.5 = 3.5
When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
Review submitted from a Postal Card by M R (Client) on Tuesday 13 June 2017. Relates to May 2017.
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
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.
Review submitted from a Postal Card by Kenneth B (Husband of Client) on Tuesday 13 June 2017. Relates to May 2017.
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
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.
Review submitted from a Postal Card by F M (Client) on Tuesday 23 May 2017. Relates to April 2017.
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
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.
