Care at Home Services (South East) Ltd in East Sussex | 2 Home Care Providers

Review of
Care at Home Services (Hailsham)
from M P (Friend of Client) published on 18 June 2024

Submitted via Website • Report

Overall Experience

Highly recommend Care at Home their carers are friendly and attentive and always willing to do whatever is needed and often go the extra mile. The only negative is the carers change often and they are not always able to accommodate ad hoc requirements such as an additional visit when needed. Overall

though the service is excellent.

Reply from Sanjay Raju, Digitial Marketing Lead at Care at Home Services (Hailsham)

Thank you for taking the time to share your kind feedback. We are delighted to hear that you highly recommend our services and appreciate the dedication of our carers. It is wonderful to know they go the extra mile to meet your needs. We apologise for the inconvenience caused by the changes in the carers - We strive to provide consistency and flexibility in our care and your feedback is invaluable in helping us improve. We promise to commit ourselves to continuously enhancing our support to you and everyone we provide care. Thank you once again and we look forward to continuing our support to you.

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Review of
Care at Home Services (Hailsham)
from Carol P (Daughter of Client) published on 2 October 2023

Submitted via Website • Report

Overall Experience

Mum was allocated Care at Home by Adult Social Services which was a reassuring endorsement for myself and my brothers. The care Mum receives is great. The carers are polite, kind and cheerful. The agency have done their very best to for carers with Mum's requirements. They are always at the end of the

phone, they deal with everything with courtesy and understanding. At the time of writing, Mum has a team of carers who fit the brief completely, this is a positive response from the agency, and is very important as this attention to detail reduces stress and upset for everyone. The agency is great, my brother and I have every confidence in the team that works hard to support Mum and it means that Mum can stay at home which is very important for her. We have no hesitation in recommending the Care at Home team to anyone requiring support for an elderly relative.

Reply from Nicola Leroy, Director at Care at Home Services (Hailsham)

Dear Carol,
What a lovely review to receive on a Friday afternoon! Thank you for your kind words about a team that works tirelessly to deliver the best possible outcome for all our clients.
Much appreciated and I hope your Mum continues to thrive in her own home.
Nicola

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Review of
Care at Home Services (Hailsham)
from Nicola H (Wife of Client) published on 27 September 2023

Submitted via Website • Report

Overall Experience

Very pleased with the care provided. All staff are now used to his moods and know how to deal with him. It's nice to see a member of the management taking an interest in how things are going. We have no complaints. Thank you.

Reply from Nicola Leroy, Operations Director at Care at Home Services (Hailsham)

Thank you so much for your positive review - the teams will be delighted to receive it.

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Review of
Care at Home Services (Hailsham)
from H C (Client) published on 8 September 2023

Submitted via Website • Report

Overall Experience

Most staff polite, friendly and helpful. Sometimes an issue with language barrier, but quickly overcome. Would prefer the same team of about eight carers, rather than new carers all the time. Overall consistency with the same few carers would make care less embarrassing, or smoother. Overall polite

and approachable. 9/10.

Reply from Nicola Leroy, Director at Care at Home Services (Hailsham)

Thank you very much for your positive review. Our staff will be delighted with the feedback. We fully understand the frustration of having different carers and we hope this will settle down now the summer holidays are over. Please do let us know if this isn't the case for you and we will look into it.

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Review of
Care at Home Services (Hailsham)
from Dean M (Son of Client) published on 5 September 2023

Submitted via Website • Report

Overall Experience

I have been using Care at Homes services for over 4 months now and I am completely satisfied with the service they have provided for my mother who has Alzheimer's. They have thus far delivered excellent care and assistance with daily activities such as bathing, toileting, dressing, eating, and taking

meds. All the carers have been professional, friendly, respectful, and attentive to my mother’s needs and preferences. They also communicate well with me and keep me updated on my mother’s condition and progress. I appreciate their flexibility and reliability, as they are able to accommodate any changes in my schedule or care plan that may arise. I would highly recommend Care at Home to anyone looking for quality care for their loved ones. They have truly been a blessing for me and my mother.

Reply from Nicola Leroy, Director at Care at Home Services (Hailsham)

Thank you so much for your lovely review. The team works so hard and will be delighted to receive such positive feedback.

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Review of
Care at Home Services (Hailsham)
from Simon N (Son of Client) published on 11 July 2022

Submitted via Website • Report

Overall Experience

This company provided care for my father and were employed by Adult Social Care on his behalf. The staff were great, caring, knowledgeable and supportive, the service level agreement and terms of the contract were not workable. For instance 24/05/22 they arrived at 5.30 pm for a bedtime call. On the

same day, they didn't come for breakfast until 09.45 am, that's followed by 25th May a visit at 06.54 am! Adult Social Care shouldn't agree to a four-hour window. I'm not sure it's workable for anyone and Care at Home need to deliver a more concise service. It's not civilised and it's not workable. There was some very blunt text communication that would blame sickness on the fact that they were unable to deliver when they said they would.
In summary, a terribly managed company with a take it or leave it attitude when it comes to timings, avoid at all costs.

Reply from Nicola Leroy, Director at Care at Home Services (Hailsham)

Dear Sir,
I am very sorry to read your review of your father's care who was with us for 3 weeks under the discharge contract. This contract has been put in place by the NHS via East Sussex Adult Social Care to free up beds in the hospitals and is run differently to our usual homecare service. You are correct in stating that there is a longer window for these calls to take place over the 27 days of the contract, after which, should the client require ongoing care, they would transfer to our homecare service with more standardised timings.
The discharge contract is run by a separate team within our business and as far as I can see, they handled your father's care package well within the contractual parameters.
I am sorry if the terms of this particular contract were not made clear to you by ASC or ourselves. We are working closely with ASC to ensure that full communication of the terms are made and are acceptable before the start.
I wish your father all the best.

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Review of
Care at Home Services (Hailsham)
from L M (Niece of Client) published on 5 January 2022

Submitted via Website • Report

Overall Experience

My aunt was diagnosed with dementia and Alzheimer's, I tried to work and deal with this on my own but I realised I needed help. I was recommended an agency and was very disappointed with the way they treated my aunty so was looking for another firm and decided to go for Care at Home.
They were very

quick in having a meeting with myself and my aunty and a care plan was put in place, after a few months I had realised my aunty's needs became much greater so rang the Care at Home office and spoke to a lady who was most helpful and took time to talk things through with me and set up a better care plan as my aunty can't wash, dress, get anything to eat, she depends on the carers. Since she became the manager of the branch, she has always kept me up to date with things and if my aunty doesn't attend the day centre then measures have been put in place so that she has carers coming in, without the support and help and time taking my aunty would not have been able to live at the place.

Reply from Nicola Leroy, Director at Care at Home Services (Hailsham)

Thank you so much for your lovely review. It means so much to the office staff and carers who work so hard to have their efforts recognised.

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Review of
Care at Home Services (Hailsham)
from Andrew O (Son of Client) published on 17 December 2020

Submitted via Website • Report

Overall Experience

My mother started to receive care at home from this company at the end of October 2020 and we have been informed today that they no longer wish to provide care from the end of this week due to my mother being difficult at times and rude to the various carers. I am very surprised to hear this, as my

wife and I are usually visiting my mother most days and although sometimes she can be a little bit difficult like many elderly people, most of the carers seemed to be pleasant and were able to get on well with her.
This company has delivered a poor service to my mother in constantly sending carers at totally inappropriate times, we have twice specifically requested the morning carer(s) need to arrive ideally between 7.30-9.00 but almost every day the carer turns up at 10.15 or later. Sometimes the early morning carer arrives as late as 10.50 and then the lunchtime carer arrives just after midday. The other problem has been the amount of different carers resulting in poor continuity and rapport.

Reply from Nicola Leroy, Operations Director at Care at Home Services (Hailsham)

Thank you for your review. We appreciate all feedback as it allows us to continuously strive to improve our service.
New packages of care especially when they are, as in this case, taken on at very short notice and where the client, in your words, can be difficult, take time to settle into preferred timings with regular care staff. Unfortunately at the present time, both the timings and the number of staff visiting have been adversely affected by Covid absence. We are very sorry we could not meet your needs.

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Review of
Care at Home Services (Hailsham)
from Sharon B (Daughter of Client) published on 8 May 2018

Submitted via Website • Report

Overall Experience

As full time carer to my mother I found the management of this branch extremely unhelpful. As a new carer I was shocked at the unsympathetic way they treated me and my mother who has advanced dementia.
Timings of visits were inconsistent and unevenly spaced. A rota was not sent until I specifically

asked for one. Nearly a year down the line I still feel it is a challenge dealing with anyone at the office and feel I'm being a nuisance everytime I have occasion to call.
On a plus note the carers themselves have in the main, been great, however because dealing with the office staff has caused so much stress I have no choice but to change providers.

Reply from Nicola Leroy at Care at Home Services (Hailsham)

I am very sorry to read this review of our Eastbourne office and really hope that the client's daughter manages to find a provider that meets her satisfaction. The client is a lovely lady and our care staff will miss her. We have recently been inspected by the CQC in Eastbourne and received a GOOD rating for our services there.

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Home Care Providers Owned by Care at Home Services (South East) Ltd in East Sussex

Care at Home Services (South East) Ltd Locations in East Sussex (2)

Care at Home Services (South East) Ltd Reviews in East Sussex (9)

Reviews Posted for members of Care at Home Services (South East) Ltd

Care at Home Services (Hailsham)

Care at Home Services (Hailsham)

Care at Home Services (Hailsham)

Care at Home Services (Hailsham)

Care at Home Services (Hailsham)

Care at Home Services (Hailsham)

Care at Home Services (Hailsham)

Care at Home Services (Hailsham)

Care at Home Services (Hailsham)

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