Hales Home Care (Peterborough)

Unit 3B, Flag Business Exchange, Peterborough PE1 5TX
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9.4 12 Reviews
  • Hales Home Care (Peterborough), Peterborough
Hales Homecare Peterborough provides bespoke person-centred domiciliary care, specially tailored to your requirements. They offer a professional alternative to moving to a residential home, and will help you remain living independently surrounded by loved ones and memories.

Hales Homecare is regulated and rated Good by the Care Quality Commission and is proud to be a member of the United Kingdom Home Care Association (UKHCA). They also work collaboratively with healthcare professionals and community organisations and will ensure that you have access to all the opportunities open to you to live a fulfilling life.

Services provided include everything from personal care, help with medication, cleaning, laundry and food preparation to palliative care and dementia care. All care is tailored to your requirements and wishes, and will be regularly reviewed so that as your needs change, they change to maintain an exceptional standard of support.

Carers are professionally trained to care for a variety of complex conditions and health needs including but not limited to learning disabilities, dementia, and stroke.

Hales Homecare work to enhance your life and will provide support wherever you need it. It may be that you just need a friendly face to pop-in a few times a week to help you keep on top of domestic duties such as vacuuming and doing laundry, or perhaps you would benefit from more regular contact and personal care. You may be longing for someone to support you to get to the shops yourself. Whatever you need, Hales can support you.

Areas covered include Stanground, Orton, Fletton, Bretton, Dogsthorpe, Woodston, Ravensthorpe, Werrington, Newborough, Glinton, Northborough, Eye, Thorney, Farcet and Yaxley

If you have any questions about the services they offer or their current vacancies, please call or email.

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Care Provided by Hales Home Care (Peterborough)

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • Companionship
  • Dementia
  • Domestic Services / Home Help
  • Food Preparation & Serving
  • Medication Assistance
  • Older Person Care
  • Palliative Care
  • Personal Hygiene Care
  • Physical Disability
  • Sensory Impairment
  • Shopping Service / Errands
  • Sit in Service
  • Other Care Provided
  • Adult Home Care (18+)
  • Personal Care (on a contracted hours basis)

Good to Know

  • Person in charge
  • Charlotte Snell (Registered Manager)

Funding & Fees Guide for Hales Home Care (Peterborough)

  • Prices

  • From £24.60 per hour

  • All bank holidays charged at Time and One Half except: Good Friday, Easter Monday, Christmas Day and New Years day which are charged at double time.

Hales Home Care (Peterborough) Reviews (12)

9.4

Hales Home Care (Peterborough) has a Review Score of 9.4 (9.361) out of 10, based on 12 reviews in the last 2 years. Over all time Hales Home Care (Peterborough) has 12 reviews.

Overall Experience

  • 4
  • 7
  • 1
  • 0
  • 0

Date Published

12
4
12
12
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Review from Lynn P (Wife of Client) published on 23 January 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I use Hales as a drop in care service for my husband who is not elderly, but has some difficulties after a stroke - and if I am away, it gives me peace of mind to know that someone can pop in and check he has remembered the basics like eating and taking his meds, plus I need to make sure he has not
injured himself as he is a little infirm. It also means he has someone to talk to even for a short time. I have found them to be mostly timely, and husband reports back that they are friendly and respectful. It is an invaluable and inexpensive service which I don't need that often, but happy to use when necessary. I have also found anyone I have spoken to over the phone to be understanding and helpful.

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

Thank you for taking the time to leave such a detailed review for our Peterborough service. We will ensure that the feedback is passed to our team whom we value very much. They work hard to ensure the individual needs of everyone we care for is carried out with dignity and respect, and your review reaffirms that. Thank you for choosing Hales Homecare to support your husband.


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Review from I E (Client) published on 23 January 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Pleasant and respectful carers. Carers and office staff who are very helpful when I have hospital appointments etc. Carers schedule sent every week. Always treated with dignity and respect. The carers are always very caring and help when I need extra help.

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.


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Review from Jonathan B (Client) published on 21 January 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Very good, excellent service.
I require sitting service to be approved by social services. How do I go about getting it for me? Is there a telephone number for this, could you help me get the phone number? Thanks.

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.


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Review from Keith S (Client) published on 29 October 2024
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Care has been very good from all the carers we have used. Timely, respectful, professional capable.

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.


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Review from Suzanne H (Client) published on 18 September 2024
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

The carers I've had from Hales have, on the whole, been very good to me. They treat me with dignity and respect. They're always willing to help me as much as they can.
The office staff are friendly and helpful, whenever I've had to speak to them.

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.


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Review from D D (Client) published on 13 September 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

I would first of all like to say that's for all the service since I have been with you. As you know I did have good and very bad experiences with you. As it is the bad and the good carers.

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.


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Review from S R (Wife of Client) published on 13 September 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Care provided is good and caring but could improve on timekeeping at weekends.

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.


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Review from M E (Wife of Client) published on 13 September 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very happy with all our carers, no problems.

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.


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Review from J G (Client) published on 12 September 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Carers really good, but sometimes late and I have to remind them what to do.
If I have an issue with them, I will phone the office. Sometimes they leave the home a mess.

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.


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Review from R R (Daughter of Client) published on 5 September 2024
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My dad had just come out of hospital and he has been looked after well by two members of staff in the office by taking lots of calls from me as my dad is still a little confused. One of them in particular had been especially patient with me and taking the time to resolve any issues. Then the lady who
is usually one of my dad's main caregivers had been brilliant and is my dad's favourite as she goes above and beyond.

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

Thank you so much for taking the time to leave such a positive review of the care and support you are receiving from our Peterborough office. I know the team does everything possible to ensure the transition into receiving care at home is as seamless as possible and your feedback will mean a lot to them. We will ensure that your feedback is passed on to the staff members specifically involved in your Dad's care. We are incredibly proud and thankful to everyone on our team who does so much to demonstrate high standards in our sector.


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Review from Janet B (Client) published on 29 August 2024
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

I have found the care I receive is good. The carers always get my breakfast and get a cup of tea. They also empty my catheter night bag. They wash up, empty my bin, make my bed and put my washing in the tumble drier when asked.
The only thing I have found is that when changing my bed sheet, some of
the carers do not smooth the sheet out.

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

Thank you for taking the time to review our care services. The feedback will be shared with our Peterborough team who use all information provided to continually improve services. We will ensure staff are reminded of the need to make your bed in the way you have expressed is your preference. Your positive comments will mean the world to them and we are immensely proud of the team who strive to provide the highest quality of personalised care possible.


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Review from M H (Wife of Client) published on 28 August 2024
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Hales have provided some very good carers for my husband who has Lewy Body Dementia and Parkinson's. They are professional and empathetic. Timings can vary but I believe that's the nature of all care providers.

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.


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Current Review Score: 9.4 (9.361)

Overview of Review Score

The Review Score of 9.4 (9.361) out of 10 for Hales Home Care (Peterborough) is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.4 out of 5 from 12 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 11 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:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.361 for Hales Home Care (Peterborough) is calculated as follows: ( (36 Excellents x 5) + (26 Goods x 4) + (10 Satisfactorys x 3) ) ÷ 72 Ratings = 4.361

  • b) 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, 2 points in total for each of the next 9 Positive Reviews (1st = 3, 2nd = 0.5, 3rd = 0.5, 4th = 0.25, 5th = 0.25, 6th = 0.1, 7th = 0.1, 8th = 0.1, 9th = 0.1, 10th = 0.1)

    The 5 points relating to the number of Positive Reviews for Hales Home Care (Peterborough) is based on 11 Positive Reviews in the last 24 months and is calculated as follows: 3 + 0.5 + 0.5 + 0.25 + 0.25 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 5

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Home Care Provider does not have a review in the last 24 months, then it will not have a Review Score.

Performance

Care Quality Commission (CQC) Rating

Date: 10 Aug 2022

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Good

Care Quality Commission is responsible for the registration and inspection of social care services in England.

View Latest Report

Awards / Recognitions (0)

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Meet the Team (1)

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Charlotte Snell

Job Title: Registered Manager

"My name is Charlotte, and I am the registered manager for Hales Hoe Care Peterborough & Huntington.


I have been in the care industry for 15 years and have multiple experiences within it. I have had the opportunity to work in a care home, an Extra Care scheme, and now in the domiciliary care side of the industry.


My aim in my role is to ensure the safety of the people we look after and to deliver quality and person-centred care.


Since my arrival at Hales, I have managed to develop and expand my knowledge as well as my management skills. I value all my team members and staff, so I support them in their training and progression within Hales to ensure that they align with my orientation and view of care.


Additionally, I strive to keep the service users we support safe and happy. As a result, the branch is collaborating with Cambridgeshire College to enable our staff to complete the diploma in health and social care.


I have an open-door policy, and I love it when my staff come in for a cup of tea. I always have a supply of biscuits stashed, which helps create a welcoming environment."


Frequently Asked Questions about Hales Home Care (Peterborough)

What Type of Services does Hales Home Care (Peterborough) offer?

Hales Home Care (Peterborough) offers Home Care.

Information on this page is displayed without responsibility for its accuracy on the part of homecare.co.uk. Please contact Hales Home Care (Peterborough) to verify any information. View our terms and conditions. Hales Home Care (Peterborough) has a Platinum Service – more info.