Birchwood Care Services

Birchwood House, Stockland Green Road, Speldhurst, Tunbridge Wells TN3 0TU
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9.2 40 Reviews
  • Birchwood Care Services, Tunbridge Wells
Established for over 18 years, Birchwood Care Services offers quality tailored home care to the elderly in Tunbridge Wells, Tonbridge, Maidstone and the surrounding areas including West Malling, East Malling, Sutton Valence, Headcorn and Staplehurst.

Care packages are personalised to meet individual requirements on a short-term or long-term basis, and include assistance with all day-to-day activities such as personal care and domestic chores, alongside companionship and convalescent care. An emergency care package is also available that can start within 48 hours.

All staff are carefully selected, have a wealth of experience and are continuously trained to ensure friendly, person-centred care and support are constantly delivered to a high standard.

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Care Provided by Birchwood Care Services

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • Alcohol Dependence (past or present)
  • Call in Service
  • Cancer Care
  • Cleaning Service
  • Companionship
  • Dementia
  • Domestic Services / Home Help
  • Drug Dependence (past or present)
  • Food Preparation & Serving
  • High Dependency Care, two carers attending
  • Laundry Service
  • Learning Disability
  • Medication Assistance
  • Mental Health Condition
  • Older Person Care
  • Personal Hygiene Care
  • Physical Disability
  • Respite cover
  • Sensory Impairment
  • Shopping Service / Errands
  • Sit in Service
  • Transportation Service
  • Other Care Provided
  • Adult Home Care (18+)
  • Hospital Discharge
  • Personal Care (on a contracted hours basis)
  • Personal Care Assessments
  • Risk Assessments in the Home

Good to Know

  • Owner
  • Malvirt Ltd
  • Person in charge
  • Jackie Napier (Registered Manager)

Funding & Fees Guide for Birchwood Care Services

  • Prices

  • From £29.00 per hour

Birchwood Care Services Reviews (40)

Total of 40, showing 1-20
9.2

Birchwood Care Services has a Review Score of 9.2 (9.155) out of 10, based on 5 reviews in the last 2 years. Over all time Birchwood Care Services has 40 reviews.

Overall Experience

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Review from A F (Daughter of Client) published on 15 October 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Could not be happier with the level of service Birchwood Care Services provide my dad. The first meeting, many months ago, both the care coordinator and the manager did a thorough review of not only what my dad's care needs/expectations were but they got to know him as a person. They made sure that
carers who would understand my dad's humour and ways were assigned to him, so the whole experience remained as positive as possible for Dad.
Unfortunately, as Dad's health has declined, he has required more care but nothing is too much for Birchwood. The care coordinator and the manager have often attended extra visits as they were in the area and we had an emergency situation. They help liaise with adult social services etc. which can be difficult and they always ensure to communicate with me as to what Dad and they might need. I wouldn't trust another company with my dad's health and well-being like I trust all the staff I have encountered at Birchwood.

Reply from Jackie Napier, Registered Manager at Birchwood Care Services

Thank you very much for such a glowing review. We really appreciate this wonderful feedback. Kind regards, Jackie.


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Review from Patricia B (Client) published on 24 June 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very little experience because I haven't had to have very much contact with staff apart from my carer who is excellent and feels more like a friend. I think we enjoy each other's company.

Reply from Jackie Napier, Registered Manager at Birchwood Care Services

Dear Patricia, thank you for your review. We love how you have bonded with your carer. We will continue to work with your son to ensure you receive excellent care. Kind regards.


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Review from Julia C (Client) published on 24 June 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I feel it went very well. The carers and their managers are always very helpful.

Reply from Jackie Napier, Registered Manager at Birchwood Care Services

Dear Julia, thank you for such a glowing review. This is wonderful to hear. Kind regards.


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Review from Sharon R (Daughter of Client) published on 18 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Now we have the same regular carer and her days off are covered by the same two caring and competent carers, I am very happy with the service Mum receives from Birchwood.
The carers treat Mum with respect, kindness and dignity. They are polite and encourage her to do as much as possible for herself.
I
always find the office staff very helpful, efficient and accommodating.

Reply from Jackie Napier, Registered Manager at Birchwood Care Services

Thank you for your review. I am very pleased that we have been able to provide you with reliable, competent, respectful and dignified carers for your mum. Thank you, also, for the wonderful compliment for the office staff! We will continue to strive for excellence and outstanding care.


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Review from C (Husband of Client) published on 4 July 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Everything with this company is excellent except the appointments app which is a mess and needs sorting. For some visits 3 times and 2 carers will be shown several times. It seems that when an update is made, previous information remaining here is not consistent and is very confusing. Sort this and
a general shortage of carers will make an overall excellent operation.

Reply from Jackie Napier, Registered Manager at Birchwood Care Services

Thank you for your feedback, we appreciate your review and are working hard with the app to provide a better user experience online for our clients.


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Review from Mal B (Son of Client) published on 22 September 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Having extra support from Birchwood carers enabled us to keep Mum safe in her own home for longer than would have otherwise been possible. The carer visits were mostly to provide company for Mum and an extra pair of eyes to let me know if there were any concerns. I found the team to be very flexible
and accommodating whenever I needed to change visits due to appointments or other plans. Thanks to everyone at Birchwood for keeping Mum safe during this time in her life. She has now moved into full-time care but I'm very glad that with the support of Birchwood she was able to stay in the home she loved so much for as long as possible.

Reply from Chris Knight, Registered Manager at Birchwood Care Services

Dear Mal, many thanks for your feedback and information. I am particularly pleased to hear that we were able to extend your mother's time in her own home and that you found your experience of Birchwood Care Services positive. Yours sincerely


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Review from Penny B (Daughter of Client) published on 22 September 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Dad has been having Birchwood carers for many months now and we have valued having their daily morning visits to Dad to help with medication, bed making and dentures! All the carers seem friendly and willing to support Dad and the staff in the office are very efficient and helpful.

Reply from Chris Knight, Registered Manager at Birchwood Care Services

Dear Penny, many thanks for your comments, which are noted and both pleasing to read as well as reassuring. We aim to ensure all aspects of the services we provide are the very best and in this regard any feedback we receive is much appreciated. Yours sincerely


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Review from L S (Client) published on 9 February 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have nice staff and a good time. All are nice to me.

Reply from Niral Patel, Chief Executive at Birchwood Care Services

Thank you very much for your lovely review. Your feedback means so much.


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Review from J B (Client) published on 7 February 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very happy with the care I've received from the office to carers. I've needed support over the last few years for personal and mental care.
Invaluable care.

Reply from Heather Loft, Manager at Birchwood Care Services

Thank you so much for such a lovely review its been a pleasure to support you.


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Review from J G (Daughter of Client) published on 27 September 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

Carers were pleasant and mum never said a bad word against them. They would always ask mum if she needed any help and some carers would sit and have a brief chat with her. As I do not live close by the carers were essential to mum living independently. There were a couple of occasions where her lifeline
was not on but it was always resolved. I would say communication could have been better.

Reply from Niral Patel, Director at Birchwood Care Services

Thank you very much for taking the time to write a review of our care service for your mum. I’m glad you found our carers pleasant and supportive. I’m sorry to read some instances of her lifeline not being on and better communication needed. I will be instructing our Care Services team to address these moving forward. Regards, Niral


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Review from Pamela O (Client) published on 6 August 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The carer has been so kind, helpful, and friendly.

Reply from Niral Patel, Chief executive at Birchwood Care Services

Thank you Pamela for your review and kind words. If there’s anything I or the team can do in the future please don’t hesitate to get in touch. Regards, Niral.


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Review from B R (Client) published on 2 July 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The staff who come to me are very kind and helpful and always do what I want. They are very good at timekeeping and always very tidy and friendly.

Reply from Niral Patel, Chief Executive at Birchwood Care Services

Thank you for taking the time to do a review and provide feedback. I’m always keen to ensure we provide the best care for you and all our clients. Please do let us know if there’s anything we can do in the future for you. Regard, Niral.


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Review from M B (Client) published on 19 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very good people caring for me and the girls are happy and make me happy when I'm sad and ill.

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Review from B M (Brother of Client) published on 19 April 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

All the carers are a great help to me in looking after my brother. My brother was very fond of them all, he has now passed away and the house seems very empty.

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Review from P F (Client) published on 29 March 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Firstly I must apologise profusely for the fact that this review is so late - it was buried in one of my heaps, secondly, I am sorry for my awful handwriting, the authorities is having a field day at present.
I have already recommended Birchwookd Care Services to several people who have asked my opinion
and have had no hesitation in doing so. My helpers are efficient, willing and adaptable and I have no problems with the administrative department. We have to make adjustments occasionally but that is only to be expected.

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Review from K T (Son-in-law of Client) assisted by family/friend published on 25 March 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We have found Birchwood Services very efficient with caring and reliable staff.

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Review from G M (Client) published on 18 February 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I was very pleased indeed to have my carer look after me so well and for her to make such a transformation in the house. She was very patient and good to work with.

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Review from S M (Client) published on 16 February 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We have had 3 different young women to clean during our first month of using Birchwood Care. They have all been extremely polite, excellent workers and very quick.

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Review from P S (Client) published on 26 November 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Since contacting Birchwood Care Services nearly 6 months ago I have been impressed by the kindness and consideration I have experienced by everyone. The initial phone call and assessment were helpful and reassuring and following this, I have received daily assistance from the same carer which I have
greatly appreciated. Her days off have been covered by two other competent and caring staff.

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Review from Pauline M (Client) published on 25 November 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The staff treat me respectfully and are polite.
I find the staff usually do what I ask. Some of the staff go the extra mile.
We had a dog and the staff were fine with her which I was pleased about.
When my dog died, the staff did their best to help me get through this difficult time. Especially
with my husband is in hospital. The staff tried their best ti comfort my husband and myself when our dog died.

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Current Review Score: 9.2 (9.155)

Overview of Review Score

The Review Score of 9.2 (9.155) out of 10 for Birchwood Care Services is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.7 out of 5 from 5 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.5 out of 5 from 5 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 4.655 for Birchwood Care Services is calculated as follows: ( (20 Excellents x 5) + (8 Goods x 4) + (1 Satisfactorys x 3) ) ÷ 29 Ratings = 4.655

  • 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 Birchwood Care Services is based on 5 Positive Reviews in the last 24 months and is calculated as follows: 3 + 0.5 + 0.5 + 0.25 + 0.25 = 4.5

  • 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: 19 May 2023

Overall
Requires improvement

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Requires improvement

  • Well-led

    Requires improvement

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

View Latest Report

Awards / Recognitions (1)

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Meet the Team (2)

Jackie

Jackie Napier

Job Title: Registered Manager

Joined: 2023

I'm new to the business but ready to get stuck in!


Holly

Holly Lloyd

Job Title: Senior Co-ordinator

Joined: 2017

I'm always available for my care staff. As much as I support each one, they give the same support back.


Frequently Asked Questions about Birchwood Care Services

What Type of Services does Birchwood Care Services offer?

Birchwood Care Services offers Home Care.

How many Carers does Birchwood Care Services employ?

Birchwood Care Services employs 23 carers.

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