Review from Fiona B (Daughter of Client) published on 23 January 2024
Submitted via Website • Report

Overall Experience

Axe Valley Home Care were contracted to offer help and support to my elderly father towards the end of his life nov/dec 2023. This was a change of care agency for us and it made a huge difference. The team included experienced staff who were competent in giving medication, drinks, preparing food and

providing personal care. They left things tidy, changed sheets and dad’s clothes and made sure drinks and food was offered. That he was left comfortable. They were very kind with my father, chatting with him and he enjoyed their company and was always interested in their backgrounds - when there was confusion about changing doses of medicines or timings for visits, the office team were always helpful at the end of the phone line. Very grateful to have had their help at this difficult time.

Reply from Helen Carpentier, Director at Axe Valley Home Care

Thank you for your time in reviewing our service. We are grateful for your positive feedback and to know that your father was able to be supported to remain in his own home for as long as possible.

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Review from Ivor L (Client) published on 22 November 2023
Submitted via Postal Card • Report

Overall Experience

Overall care is good. I feel a bit let down by the visiting times. Originally it was abut 7:45 - 8am, this has slipped to 8:30am. Also having been charged for 2 visits because I didn't let you know 48 hours in advance, however, on at least 2 occasions no one has turned up and I have had to phone. The

last time it was 9:30, so I don't think I should have been charged.

Reply from Helen Carpentier, Director at Axe Valley Home Care

Thank you for taking the time to leave your feedback. We were sorry to hear of your concerns regarding arrival times and charges. Our customer feedback is of huge value to us and we do hope that the follow up telephone call with the care manager has resolved the issues for you. Visit arrival times will fluctuate in order to support other people on the shift with changing care needs but this should always be within the agreed hourly window of arrival times. As discussed, there were a couple of occasions when care workers were delayed as opposed to not turning up. This does happen from time to time due to reasons beyond our control. However, we recognise this is frustrating and are sorry for any inconvenience caused. Please do not hesitate to call us and we will always contact the care worker to ascertain the reason for the delay.

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Review from Wendy B (Wife of Client) published on 6 November 2023
Submitted via Website • Report

Overall Experience

The staff are caring and treat my husband and myself with dignity.
No complaints.
They will even, if possible, stick to the same carers which is a great advantage to someone with dementia, as they find change unsettling.

Reply from Helen Carpentier, Director at Axe Valley Home Care

We are pleased to know that the care team have treated you and your husband with dignity and respect. We try hard to keep the care team to a minimum as we know consistency is important in building relationships with staff. Thank you for your positive feedback.

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Review from Sheila R (Client) published on 29 July 2022
Submitted via Postal Card • Report

Overall Experience

All the carers do their best to help. One carer, in particular, does a great deal, washing dishes if I've not already done it, cleaning kitchen and bathroom floors and bleaching the toilet, hoovering the carpets, making breakfast if not already done, cleaning the shower, scrubbing dampness marks on

bathroom tiles, shopping. I can't carry shopping or get on a bus with walking aid to get around the house and outside and need to use taxis into town or doctors. The other carers help me put on pressure stockings, wash dishes if needed, hoover sometimes, hang up washing, and make breakfast, not cooked. Another carer, in particular, does a lot to help too.

Reply from Helen Carpentier, Director at Axe Valley Home Care

We are grateful that you have taken the time to review the service you receive from us. We are really pleased to know all is going well. Thank you for your kind words.

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Review from D B (Daughter of Client) published on 26 April 2022
Submitted via Postal Card • Report

Overall Experience

The care given was with dignity and care for the client. Your views on treatment for the client were taken into account. Friendly and your feelings and how you were coping were taken into account.

Reply from Helen Carpentier, Director at Axe Valley Home Care

Thank you for your valuable feedback and kind words. It is important to hear we have provided comfort and support on many levels; not only for the person receiving care but also for the wider family support network.

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Review from B C (Daughter of Client) published on 28 March 2022
Submitted via Website • Report

Overall Experience

The carers are always so kind and thoughtful, going over and above what I expected. They are always cheerful and relate anything they need or are concerned with. Notification is always given if the carers are unable to attend for any reason. The difference they have made to the person receiving the

care is remarkable. Thank you.

Reply from Helen Carpentier, Director at Axe Valley Home Care

Thank you so much for your fantastic feedback. I will pass on your kind words to both the office and care team; they all try their best to arrange and deliver the best possible care, and I am so pleased that it has made a difference to your loved one.

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Review from Diana R (Wife of Client) published on 24 March 2022
Submitted via Postal Card • Report

Overall Experience

The team is very good, always do everything to make the client relaxed and comfortable during the day even when stretched for time between patients. This means he is in bed for between 12/14 hours.

Reply from Helen Carpentier, Director at Axe Valley Home Care

Thank you for passing on your feedback. We are really pleased to hear your wonderful words about the care team. We provide visits within time bands accepted by the Local Authority and should a one-off variation occur due to staffing, then it is our policy to ring ahead to let people know. Our Care Manager will contact you to discuss your concern regarding the length of time your husband is in bed, as we are aware that time preferences may change over time. We always try to meet preferences whenever possible, whilst balancing the care needs and time agreements of existing customers. We hope that a friendly chat can resolve any issues for you.

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Review from G K (Husband of Client) published on 15 March 2022
Submitted via Postal Card • Report

Overall Experience

Apart from current staffing problems we have found the carers and the system working well.

Reply from Helen Carpentier, Director at Axe Valley Home Care

Thank you for your feedback. We are pleased to know the service is working well for you, despite the current challenges within the sector. We try very hard to do our best and we hope you continue to be pleased with the great service the care team deliver.

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Review from Wendy H (Client) published on 3 March 2022
Submitted via Postal Card • Report

Overall Experience

They work so well even though they are limited on time and understaffed. Well done to them all.

Reply from Helen Carpentier, Director at Axe Valley Home Care

Thank you very much for taking the time to review our service - feedback is always very much appreciated. We are so glad to see that our care team continue to deliver excellent care despite the ongoing challenges within social care. It has been a difficult couple of years with the pandemic and recruitment; we are very proud of all of our team. Thank you again for taking the time to recognise the wonderful job they do!

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Review from Daphne F (Client) published on 19 February 2022
Submitted via Postal Card • Report

Overall Experience

All staff are very kind and polite and do what I ask of them.

Reply from Helen Carpentier, Director at Axe Valley Home Care

We are happy to hear that all is going well and that you are pleased with the support delivered by the care workers.

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Review from Irene S (Client) published on 16 February 2022
Submitted via Postal Card • Report

Overall Experience

I find all the carers very pleasant and respect your dignity, always ask if you want anything else done before they leave. I could not find enough praise to describe 3 members of staff, in particular, they are really good carers, and you can have a laugh with them, sometimes better than medicine.

Reply from Helen Le Carpentier, Director at Axe Valley Home Care

I am delighted to know that the care team work with professionalism but also bring warmth and humour when they visit. Thank you for writing this review; I will share your kind words with the team.

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Review from B P (Client) published on 16 February 2022
Submitted via Postal Card • Report

Overall Experience

I don't think I could have remained in my own home without the help of all four staff of carers. They are always so cheerful when they arrive, never mind the weather, and willing to do whatever is needed, whether it is washing up, tea making, or most importantly our personal toilet needs. I only hope

they will be with me until I no longer need their help. Thank you all.

Reply from Helen Le Carpentier, Director at Axe Valley Home Care

Thank you for your kind words and for taking the time to write this review. I am very pleased to know you are happy with the service and that your care team are supportive and always bring a smile with them. I will pass on your feedback; I am sure they will appreciate your lovely comments.

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Axe Valley Home Care

Care Provided by Axe Valley Home Care

Good to Know

Funding & Fees Guide for Axe Valley Home Care