Hales Group Ltd in North East Lincolnshire | 1 Home Care Provider

Review of
Hales Home Care (Grimsby)
from D F (Son of Client) published on 28 November 2024

Submitted via Website • Report

Overall Experience

Strange company. Carers are great but the office never returns calls and doesn't seem to be organised. Can be in the past a bit vindictive, i.e. a while back we had to ask to stop sending male carers. Then we got nothing but male carers. One night a female carer came and was ordered out over the phone,

a male carer came later. Sorted now but took social services intervention to get it sorted. Very strange company.

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

Thank you for your review. We do not support this service user with personal care - she is washed and dressed when carers arrive. Since Jan 24 male carers attended 15 times. We were asked to cancel calls on occasion, and to increase care which was signposted to commissioning. June 24 duty social worker requested no male care workers. None have been supplied since. No records indicate a female care worker was at the call, and was instructed to leave - there are no circumstances where this would be necessary. Please provide specific date and we will investigate. There is a safety and wellbeing matter, which we have escalated in the best interests of the individual. We understand this can be a stressful time for those around her. On the basis of our records and the information we hold, whilst we regret your dissatisfaction, your comments are inaccurate. We would ask that you contact the Quality department directly via quality@halesgroup.co.uk to raise any specific concerns.

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Review of
Hales Home Care (Grimsby)
from P S (Client) published on 3 October 2023

Submitted via Website • Report

Overall Experience

I only used Hales from 19/09/23 to 20/09/23 but they were brilliant.
They were on time, presentable, humorous and efficient.
They were caring and understanding. Asked about my requirements.
A first-rate service.

Reply from Irene Amarante, Digital Media & Marketing Manager at Hales Home Care (Grimsby)

Thank you so much for your kind words and for taking the time to share your feedback. We're thrilled to hear that your experience with Hales was so positive. If you ever need our services again, please don't hesitate to reach out.

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Review of
Hales Home Care (Grimsby)
from S C (Daughter of Client) published on 13 April 2023

Submitted via Website • Report

Overall Experience

Not good enough, my mum's (88yrs) half-hour call is between 0830-10am. Yet again carer came far too early and had to send her away. Mum was in tears this morning and distraught at being disturbed and asked is she getting up. This is a regular occurrence for a service we pay for. Footnote. We pay for

half an hour, strip wash and dress. Not 15 minutes of dampening a flannel and handing it to mum.

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Review of
Hales Home Care (Grimsby)
from Valerie D (Daughter of Client) published on 11 August 2021

Submitted via Website • Report

Overall Experience

I called the Grimsby office last night at approximately 7:10 pm to enquire about the time of my mum's next call, as her tea time carer had arrived late. The lady that answered my call was initially fine but knew nothing of my mum and it took me quite some time to gain any information from her at all.

I expressed some concern about my mum's situation and asked her to provide me with my mum's local branch number. At this point, she simply told me to "Google it"! I again tried to explain that my mum needs to take her medication at regular times and was told by this lady to "Be quiet"! At the end of the call, I asked for her name, but she refused to give me her name (for obvious reasons) and hung up on me! This situation is completely unacceptable. A client's relative should not be spoken to in this manner when expressing genuine concerns relating to the care of their relative. Little wonder that so many complaints are being made against this care provider!

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Review of
Hales Home Care (Grimsby)
from Sharon D (Daughter of Client) published on 21 November 2017

Submitted via Website • Report

Overall Experience

This is not care provision. The majority of carers are very nice people under an immense amount of pressure it seems, from their employers. They have timetables to adhere to which are most certainly not adhered to. When you are providing a paid for service to care for elderly people who are most vulnerable

in their own home and reliant on the service that is promised, they, and their families expect the service as per the paperwork given to them by this shambles of an organisation. They don't expect consistently to be late, the timetable to be ignored, to be told you will be called back and are not, to have the phone unanswered, and when you are asking to be put through to the relevant person the phone disconnected. Maybe look up Customer Service.

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Review of
Hales Home Care (Grimsby)
from Marion S (Regular Volunteer) published on 4 September 2017

Submitted via Website • Report

Overall Experience

A lady that I help locally has been through a very difficult time recently following a period of ill health and the death of her husband. Hales carers have been a great help and genuinely caring for her. They moved visit times around to suit her and even supported her with the day of the funeral. Really

friendly and accommodating people.

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

Thank you for taking the time to review our services. We value all feedback to allow us to continue to monitor the services we provide.
Kind regards the Hales Homecare team

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Review of
Hales Home Care (Grimsby)
from Lesley H (Daughter of Client) published on 24 July 2017

Submitted via Website • Report

Overall Experience

Would never recommend this company, in my opinion, it's not a good nursing agency at all! We have had a bad experience with them in which staff at the office not helpful and being cut off 3 times and no one tried to contact me regarding my concerns.

Reply from Nicola Mewse, MD of Home Care at Hales Home Care (Grimsby)

We are sorry that you feel you haven’t received a high standard of care and support from our branch on this occasion. A number of improvements to aid communication in the branch has recently been introduced including a new telephone system and increased levels of management and supervision. If you would like us to look into the detail of your concerns directly please write to quality@halesgroup.co.uk and we will address your specific circumstances directly.

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Home Care Provider Owned by Hales Group Ltd in North East Lincolnshire

Hales Group Ltd Locations in North East Lincolnshire (1)

Hales Group Ltd Reviews in North East Lincolnshire (7)

Reviews Posted for members of Hales Group Ltd

Hales Home Care (Grimsby)

Hales Home Care (Grimsby)

Hales Home Care (Grimsby)

Hales Home Care (Grimsby)

Hales Home Care (Grimsby)

Hales Home Care (Grimsby)

Hales Home Care (Grimsby)

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