Home Care Provider Owned by Right at Home UK in Leicestershire

Reply from David Newcombe, Managing Director at Right at Home (Loughborough)

Thank you so much for your very kind words. It has been a pleasure to support your mother and family and it is always very rewarding when a client's recovery and rehabilitation is successful and our services reduce or cease completely. We know we have done our job! Regarding our ability to commence service quickly, this is largely a feature of us always having capacity as a truly person centred provider and then consistency service and the care team allocated is so important. Thank you again, this review will mean a lot to the carers involved.

Reply from David Newcombe, Managing Director at Right at Home (Loughborough)

Thank you so much for this very kind review. It's particularly good that you've highlighted that our care givers lift your mum's mood. This is such an important part of a care visit. We train this but it is essentail that we recruit positive and caring staff who always want to make a difference in each and every call. Thank you also for commenting on the managmeent of the care, we do have an amazing team. Thank you again.

Reply from David Newcombe, Managing Director at Right at Home (Loughborough)

Thank you for your very kind review. It has been a pleasure supporting your Dad and your wider family. It is particularly pleasing to note your comment on flexibility, which is so important when circumstances change. A contributing factor to our responsiveness is that we only work in a person-centred way and as, we don't tender to the local authority, we do not intensively roster our CareGivers. This means we always have built-in flexibility to help our clients and their families when they need us most.

Reply from David Newcombe, Managing Director at Right at Home (Loughborough)

Thank you so much for your very kind review. It was lovely to meet you at our office recently to 'put a face to a name'. It is particularly gratifying to see your comment about training which, is a very high priority for us. We are very unusual in having our own in-house personal care training which, is usually taught on the job. We have very high standards for our CareGivers which, begin with initial screening, through induction and continue into five days of induction training. We see induction training as very much part of the on-boarding process and not everyone who starts the training goes on to finish it. The personal attributes such as patience, kindness and being respectful are the most important in selecting the best CareGivers. Thank you and kind regards, David

Reply from David Newcombe, Managing Director at Right at Home (Loughborough)

Thank you so much for your very positive review. I will, of course, share your comments with both the management team and caregivers. We all love what we do and are completely person-centred; however, it is very much appreciated when clients or family take the time to let us know how much of a difference we make. It is a pleasure supporting the whole family, thank you again.

Reply from David Newcombe, Managing Director at Right at Home (Loughborough)

Thank you for your comments about our service. Our rosters are prepared a week in advance, so if there are some slight changes in times, clients are aware. It is our policy for our caregivers to advise the office if they are running late so that we, in turn, can let our clients know. We also pay our CareGivers above the National Living Wage, so not only are we looking after our caregivers, but we can attract and retain the best. Our prices are therefore directly linked to the National Living Wage which, has increased alot and frequently. There is also a significant cost in ensuring that we follow the CQC's key lines of enquiry, which means that the service must be safe, caring, responsive, effective and well-led. Unfortunately, it is now very expensive to run a fully compliant care company. Thanks again for your comments.

Reply from David Newcombe, Managing Director at Right at Home (Loughborough)

Thank you so much for these kind words, we will notify the team supporting her. It is particularly appreciated that you highlight our person-centred approach and responsiveness, much appreciated.

Reply from David Newcombe, Managing Director at Right at Home (Loughborough)

Thank you very much. I remember that you used live-chat to make your enquiry which, is increasingly popular and, I believe we responded almost immediately which we always try to do. I'm so pleased you and your mother are pleased with our service and I will pass on your very kind comments to the team who support her.

Reply from David Newcombe, Managing Director at Right at Home (Loughborough)

Thank you very much. It has been a pleasure to support your mother from the very first visit. We are of course primarily focused on our client but are very happy to help with advocacy and sign-posting to benefits and services which, helps family carers too. I hope your mother will settle quickly into her new home and we wish you all the very best for the future. Kind regards.

Reply from David Newcombe, Managing Director at Right at Home (Loughborough)

Thank you for your kind words. It really did make a difference though to work with you to find the most suitable CareGiver for your mother. As you know our first choice was not a success which, may have been due to timing. It is a huge thing for many to accept that they may need some support and this needs to be handled with patience and respect. It is evident that your mother and her regular CareGiver get on very well which, is essential and why we take the time to get it right. Thank you again and kindest regards.

Reply from David Newcombe, Managing Director at Right at Home (Loughborough)

Thank you for your very positive review. Your parents were very popular with all CareGivers and it was a pleasure to support them. Enabling clients to stay safely in their own home for as long as possible is a very important part of our service offering though, it's good that your parents have decided to move to a residential setting at a time that's right for them. Very kind regards.

Reply from David Newcombe, Managing Director at Right at Home (Loughborough)

Thank you for your kind words. It is so important to offer an appropriate amount of support, even if it's only an hour a day which, is why we always have a lot of packages like this. We were delighted to support your Mum until she decided to move to a residential setting. Kindest regards.

Reply from David Newcombe, Managing Director at Right at Home (Loughborough)

Thank you so much for your kind review. I thoroughly enjoyed meeting your mother when I did the initial assessment and I know she's been very popular with all CareGivers. Good communication is of course vital, not helped by the now ever-present masks but, they are a must. We do have a very happy team who are all focused on providing the best care and the last part of the visit, once the 'tasks' are complete, with a cup of tea, is the often most important. Thank you.