Primacy Care

Sophia House, 28 Cathedral Road, Cardiff CF11 9LJ
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9.6 18 Reviews
  • Primacy Care, Cardiff
'The closest thing to being cared for is to care for someone else.'

Primacy Care was founded in 2019 and is a private company not part of a wider franchise. They use a person-centred approach and always put the service user at the centre of the care plan. They support them as much as possible to keep their independence. They give service users the right of choice to help them to maintain their dignity and privacy, and give them a voice which will always be listened to.

Primacy Care works alongside each individual in their care and their families to create personalised care plans to enable them to remain in the comfort of their own homes.

All care services are delivered with compassion, dignity and respect from friendly and skilled carers, who go above and beyond to ensure the needs and wishes of service users are met.

Services start from as little as 30 minutes to full 24-hour live-in care. Primacy Care can assist with personal care, support with washing and dressing, continence care, meal preparation, laundry, social calls, companionship, sleeping and waking nights and much more.
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Care Provided by Primacy Care

Types of Home Care

  • Visiting Care
  • 24 Hour Care
  • Overnight Care (Waking)
  • Overnight Care (Sleeping)

Minimum Visit Duration (Visiting Care)

  • 30 minutes

Contract Durations

  • Ongoing / Long Term
  • Respite / Short Term

Age Ranges

  • Older Person Care (65+)
  • Younger Adult Care (18-65)

Personal Care Services

  • Washing & Dressing
  • Toileting Assistance
  • Medication Assistance (Oral)
  • Companionship
  • Continence Care
  • Feeding & Drinking Assistance

Household Services

  • Cleaning Service
  • Food Preparation & Serving
  • Laundry Service
  • Shopping Service / Errands
  • Transportation Service

Other Care Provided

  • Dementia
  • Parkinson's Disease
  • Stroke
  • Cancer Care
  • Palliative / End of Life Care
  • Learning Disability / Autism
  • Mental Health Condition
  • Physical Disability
  • Visual / Hearing Impairment
  • Alcohol / Drug Misuse
  • Hospital Discharge

Funding & Fees

  • Hourly Visiting Care Fees: from £27

If we provide at least 2 calls daily Monday-Sunday then the reduced rate will apply.
Bank holidays will be charged as double time.
Sleeping nights will be charged as waking nights if the carer is woken up more than twice and will be charged as the hourly wake in rate.

These prices are only a guideline, please contact Primacy Care to find out the exact price for your requirements.

Contact Primacy Care to get a personalised quote.

Funding Types Accepted

  • Private Funding (Self-funded)
  • Direct Payments (from Local Authority/NHS)
  • Local Authority (Contracted Provider)
  • NHS (Contracted Provider)
Explain these funding types

Contact Primacy Care to get a personalised quote.

Good to Know

Owner

  • Primacy Care Ltd
  • Privately Owned

Person in Charge

  • Rosa Duarte (Manager)

Primacy Care Reviews (18)

9.6

Primacy Care has a Review Score of 9.6 (9.609) out of 10, based on 14 reviews in the last 2 years.
Over all time Primacy Care has 18 reviews.

Overall Experience
  • 13
  • 5
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Date Published
  • 18
  • 9
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  • 14
  • 4
Reviewer Connection to Primacy Care
  • 5
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  • 1
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Total of 18, showing 1-18
Review from Dawn W (Mother of Client) published on 24 March 2026 Submitted via Website • Report
Overall Experience 5.0 out of 5
My disabled son is the client. He is taken out 2 days a week by staff into the community to keep him safe, happy and encourage independence. 3 regular members of staff share the rota for my son's call, all of whom are friendly, caring and familiar with my son's needs and interests. We are extremely
happy with the care and service provided.
Reply from Rosa Duarte, Service Provider at Primacy CareGood Afternoon, thank you so much for trusting us as an agency, as at first we remember you were all very new to the care sector. I am pleased that we are still maintaining safety whilst allowing independence and positive risk assessment.
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Review from Bruce M (Client) published on 20 March 2026 Submitted via Website • Report
Overall Experience 5.0 out of 5
Excellent service from the male carers from Asia and Africa. Professional and very thorough. Having had care services from other agencies, Primacy have proved to be the best. Receive the rota on a regular basis and the office is always available to deal with any issues such as altering times to fit
in with hospital visits. Thoroughly recommended.
Reply from Rosa Duarte, Service Provider at Primacy CareGood Afternoon,

Thank you so much for your lovely comment. It's lovely for our over seas care team to be recognised for their hard work and dedication to Primacy Care, so thank you.
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Review from Catherine C (Daughter of Client) published on 20 March 2026 Submitted via Website • Report
Overall Experience 5.0 out of 5
Very happy with service mum having mum happy with carer mum haves with Mum's Alzheimer's she needs to go out for a couple of hours even if it's the best right into town and back Mum used to do years ago should be out for a few hours yeah I'm happy with the service was happy with Paola she is absolutely
amazing. My bisola talks clearly very helpful yeah some Carers doesn't know Mum doesn't want to be honest. I've asked to change some of the times on the day on the days suits myself and then as I work full-time food nine hours so for me to have a break and then for me to have a bit of a social life accompany you've changed men's hours to help out so we could me and my husband can have time out but I do appreciate it thank you
Reply from Rosa Duarte, Service Provider at Primacy CareGood Afternoon
Thank you so much for your lovely feedback. Caring for mum and maintaining her wellness within the community is a priority. we always try to match the carer to the service user, keeping mum top her regular carer works well as they both respect each other, and the carers understands mums needs in depth. We always try our very best to assist in whatever way that we can.
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Review from Ann C (Daughter of Client) published on 17 March 2026 Submitted via Website • Report
Overall Experience 5.0 out of 5
We had to change care providers as the previous company couldn't accommodate dad's needs. Primary Care were allocated to dad, and when I looked at the reviews I was impressed. The manager and her staff came to meet dad and myself at his home, and instantly I knew these wonderful caring people were going
to really care for my dad. It can be difficult being a relative who is a carer, and Primary care have allowed me to be a daughter again. I'm no longer the carer, cleaner etc, I'm the daughter I've been longing to be for such a long time. My dad hasn't got much capacity now, however they tend all his personal needs with dignity. They cook his meals, do light cleaning, and wash and dry all his clothes and bedding. This has given me chance to spend quality time with my dad, and that means so much to us both. They treat my dad with respect and dignity, and he loves everyone of them. They are his friends, and make dad so happy, which gives us as a family so much peace of mind.
Reply from Rosa Duarte, Director at Primacy CareGood afternoon,

Many thanks for your lovely review. Our aim is always to provide good standard of care, and happy we can make your life that little bit easier with dad.

Many Thanks
Primacy Care Team
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Review from C L (Daughter of Client) published on 17 March 2026 Submitted via Website • Report
Overall Experience 4.0 out of 5
Overall we have a good relationship with both the carers and the office team.
The office team are often slow at responding to emails and occasionally no response at all.
They are very quick to answer the phone a, very cheerful and always extremely willing to help solve any issues we have had.
The majority
of the carers are friendly to both of my parents often going beyond their level of responsibility to help. The majority of the ladies call when they are running late and give an explanation for the reason.
Downside is , the rota is regularly changed with no notification which my father finds stressful.
We are very happy with the care provided and the carers have gone to great lengths to build a good relationship with the rest of the family
Reply from Rosa Duarte, Director at Primacy CareGood afternoon,
Thank you very much for your kind review. We will take on board what you have mentioned regarding the slow responses on emails and with Rota changes. If there is anything else we can help with please let us know.

Many Thanks
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Review from Tim R (Son of Client) published on 16 March 2026 Submitted via Website • Report
Overall Experience 4.0 out of 5
Overall good professional service, but my father finds it quite tiring explaining to new care workers where everything is i.e fridge, microwave, food items and where dishes are.


He is partially sighted and cant always explain that well where everything is.


We hoped he would get more regular staff

attending. In March he seems to have had brand new care workers a lot more than was expected.


If at all possible could he have between 4/5 carers come every week?


Thanks

Reply from Rosa Duarte, Director at Primacy CareGood afternoon,

Thank you for your review, I am so sorry there has been a change in dad's care team. We will look at your request and arrange for dad's regular care team to attend dad's call. There has been a change in staff due to the approach of the end of the financial year were many carers are on annual leave.
We will ensure going forward that dad has continuity of care.

Many Thanks
Primacy Care team
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Review from Andrew H (Son of Client) published on 10 March 2026 Submitted via Website • Report
Overall Experience 5.0 out of 5
Primacy care are a brilliant care company with amazing staff (carers and office staff) which I would highly recommend. The care of my Dad over the last 3 years has been fantastic. Any queries or changes to my Dad's care in that time has been dealt with smoothly and promptly in such a professional and
understanding manner. 5 stars across the board.
Reply from Rosa Duarte, Service Provider at Primacy CareThank you very much for your lovely words. The care team& the office team are always willing to go the extra mile. We are here to fully support you all for the best for your dad.
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Review from K L (Daughter of Client) published on 10 March 2026 Submitted via Website • Report
Overall Experience 5.0 out of 5
I am so grateful to have found this provider; they have a wonderful staff. They are punctual, professional, and incredibly patient. My mum has dementia and sometimes just needs a little more time and gentle persuasion-the team understands this perfectly. Beyond the medical and physical support, they
truly treat her with dignity. I highly recommend them to anyone seeking compassionate elder care.
Reply from Rosa Duarte, Service Provider at Primacy CareThank you for such lovely comments. We strive to give the best to all our service users.
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Review from C M (Wife of Client) published on 10 March 2026 Submitted via Website • Report
Overall Experience 4.0 out of 5
New to having carers for my husband but it has gone smoothly.The carers that come to aid my husband are polite, friendly and always greet him with a smile. They are also very efficient and reassure him .He has complete trust in them and so do I.
Reply from Rosa Duarte, Service Provider at Primacy CareThank you so much for your lovely feedback. we are always here to help with anything further for the smooth transition of having care team members for the first time.
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Review from F C (Daughter of Client) published on 29 July 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
The caring staff at Primacy care are compassionate and respectful. They were excellent with my dad.
The office and support staff are supportive and flexible about adjusting rotas.
They are good at keeping in touch and respond promptly to emails and phone calls.
Reply from Rosa Duarte, Service Provider at Primacy Carethank you F for a lovely review that reflects the quality of care dad received from Primacy Care.
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Review from Marilyn Y (Mother of Client) published on 17 July 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The client is very happy with the considerate carers. The company that the service provides is excellent.
Reply from Rosa Duarte, Service Provider at Primacy CareThank you for your honest review which reflects how caring the team is towards our service users. Our aim is to provide the best quality of care we can whilst prompting independence.
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Review from Stephanie P (Daughter-in-law of Client) published on 2 July 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My father-in-law receives absolutely wonderful care from all the carers they are extremely kind, friendly and respectful to him and to all our family. We are extremely grateful for all they do for our family.
Reply from Rosa Duarte, Service Provider at Primacy CareThank you for such humbled words. Our care team take extreme pride in ensuring that both service user and family are happy with the service they provide.
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Review from S H (Wife of Client) published on 29 May 2024 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Service good, always cheerful and you can rely on the carers coming every day.
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Review from Paul B (Client) published on 18 April 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
I have been having excellent care from the carers and office staff, nothing is too much trouble for them, they are in my opinion a real 5-star company where the client comes first every time, thanks so much Primacy.
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Review from G D (Client) published on 22 January 2024 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Carers are really helpful I have social care and every one of them are a godsend.
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Review from I D (Wife of Client) published on 16 January 2024 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Very happy with Primacy Care, the carers are polite, caring and very friendly. I wasn't happy when I had to change companies last June, but it has I am pleased to say worked out very well.
Reply from Rosa Duarte, Director at Primacy CareI am pleased to read your honest review, and that we have managed to fulfil the needs of your husband's service in an excellent manner. Best wishes
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Review from M T (Sister-in-law of Client) published on 18 May 2023 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
I am pleased with the care my sister-in-law receives. She receives very good care from carers who have come to know her needs, and it is good to see more of the same faces consistently, and although my sister-in-law's dementia is deteriorating, she seems to respond to familiar faces. The carers are
adapting to her changing needs. They are friendly and glad to listen to the concerns of the family and respond accordingly.
Reply from Rosa Duarte, Director at Primacy CareThank you very much for a lovely review of Primacy Care. We strive to ensure that we are a dedicated team, attentive to person centre care.
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Review from Barbara R (Wife of Client) published on 26 July 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
Primacy Care are providing us with the best continuity of care we have experienced over the past four and a half years and our carers are very well trained and provide an excellent service. The carers treat my husband with kindness, dignity and respect and engage with him whilst always remaining professional.
We have 4 double-handed visits each day and without them, my husband would not be able to stay at home which is most important for both of us. We feel part of a caring family and it is a privilege to have them in our home.
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Current Review Score: 9.6 (9.609)

Overview of Review Score

The Review Score of 9.6 (9.609) out of 10 for Primacy Care is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.8 out of 5 from 14 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 4.9 out of 5 from 14 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 4.759 for Primacy Care is calculated as follows: ( (61 Excellents x 5) + (17 Goods x 4) + (1 Satisfactorys x 3) ) ÷ 79 Ratings = 4.759
  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, 0.5 Points for the second and third Positive Reviews, 0.25 Points for each of the next two Positive Reviews, 0.05 Points for the next five Positive Reviews, and finally 0.025 Points for the next ten Positive Reviews. (1st = 3, 2nd = 0.5, 3rd = 0.5, 4th = 0.25, 5th = 0.25, 6th = 0.05, 7th = 0.05, 8th = 0.05, 9th = 0.05, 10th = 0.05, 11th = 0.025, 12th = 0.025, 13th = 0.025, 14th = 0.025, 15th = 0.025, 16th = 0.025, 17th = 0.025, 18th = 0.025, 19th = 0.025, 20th = 0.025)

    The 5 points relating to the number of Positive Reviews for Primacy Care is based on 14 Positive Reviews in the last 24 months and is calculated as follows: 3 + 0.5 + 0.5 + 0.25 + 0.25 + 0.05 + 0.05 + 0.05 + 0.05 + 0.05 + 0.025 + 0.025 + 0.025 + 0.025 = 4.85
  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 Inspectorate Wales (CIW) Rating

Date: 15 Aug 2025
Well-being
Excellent
Care and Support
Excellent
Leadership and Management
Excellent
Care Inspectorate Wales is responsible for the registration and inspection of social care services in Wales. View Latest Report

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Awards / Recognitions (0)

Meet the Team (0)

There are no team members posted.

Frequently Asked Questions about Primacy Care

How many Carers does Primacy Care employ?

Primacy Care employs 63 carers.

Information on this page is displayed without responsibility for its accuracy on the part of homecare.co.uk. Please contact Primacy Care to verify any information. View our terms and conditions. Primacy Care has an Enhanced Service - more info.