Home Care Provider Owned by Hales Group Ltd in Cambridgeshire

Reply from Nicola Mewse, Managing Director at Hales Home Care (Peterborough)

Thank you so much for taking the time to leave a detailed review for our Peterborough team. We will ensure your comments are passed onto the individuals involved in your care, who are always so grateful to receive such positive recognition for their efforts. We work hard to ensure individuals needs and wishes are met, and we are pleased this is recognised in the service that you experience.

Reply from Nicola Mewse, Managing Director at Hales Home Care (Peterborough)

Thank you for taking the time to leave a review. Your comments and ratings will be shared with our Peterborough team, of whom we are very proud. A member of our operational team will be in touch to support you to access the additional services you require. Thanks for choosing Hales Homecare to support your care and wellbeing needs.

Reply from Nicola Mewse, Managing Director at Hales Home Care (Peterborough)

Thank you for taking the time to leave a review for our Peterborough team. We will pass the comments on to the individuals who support you. Feedback is so important to ensure we continuously review and improve our services. Our pricing for care services are in line with the local authority rates in the area and significantly less that other providers in many cases. We would encourage you to make enquiries to ensure that you are receiving all of the financial support available to you and please do reach out to your local branch should you need any specific information regarding the funding of care services.

Reply from Nicola Mewse, Managing Director at Hales Home Care (Peterborough)

Thank you for taking the time to leave a review for our Peterborough team. Feedback is essential in allowing us to continually review and improve our services. Your comments will be passed to the team responsible for your care delivery; we know that your words will mean a lot to our team. Our local branch management will be in touch with you directly to review your care and determine what actions they need to take in order to ensure that your ongoing experience is 5 stars all the way.

Reply from Nicola Mewse, Managing Director at Hales Home Care (Peterborough)

Thank you for taking the time to leave a review for our team. We are pleased that overall you are happy with the service and we will pass on your feedback to the staff who support you. On occasions when incidents occur we must follow the correct escalation procedures and we understand this can cause distress to our staff and service users. We look forward to working with you to restore a service that meets both service and service users' needs, with which you become familiar and happy.

Reply from Nicola Mewse, Managing Director at Hales Home Care (Peterborough)

Thank you for taking the time to provide feedback. Your comments are very important to us and allow us to continually review services where necessary. We will ensure that your comments are passed on to the local team in order that they can try to make adjustments where possible. We do endeavour to meet each service user's individual needs and there are occasions where emergencies or staff absences can have an impact on other individuals for whom we provide care. Where this occurs we always try to keep in communication with affected service users, both by telephone and via the App which provides easy access to updates and information. Should you not have access to it and wish to know more about our Care App please don't hesitate to contact your local branch. Thank you once again for your valuable review.

Reply from Nicola Mewse, Managing Director at Hales Home Care (Peterborough)

Thank you for taking the time to leave a review for our Peterborough team. Our staff are highly valued and committed to delivering an outstanding quality of service to the communities in which they work. Your kind words and positive scoring will mean the world to them and we will ensure they are notified of the feedback.

Reply from Nicola Mewse, Managing Director at Hales Home Care (Peterborough)

Thank you for taking the time to submit a review. We are pleased that overall you are satisfied with the level of care and support received from Hales Homecare. Your comments have been passed to the branch management to investigate further and ensure that your needs and wishes are clearly recorded within our systems in order that the care staff assigned can see what your preferred routines are. Please do not hesitate to contact the branch should you wish to arrange a formal review of your care plan.

Reply from Nicola Mewse, Managing Director at Hales Home Care (Peterborough)

Thank you for taking the time to provide a review of our Peterborough service. We will ensure the team are provided with your feedback, your positive words will mean the world to them. The manager and her team are a credit to our services. We use leading-edge technology to map visits in the most efficient way in order to provide continuity of visit timing, but sometimes environmental issues and unavoidable delays in earlier visits can mean the timing is affected, thank you for recognising those challenges.