Review from B T (Daughter of Client) published on 19 March 2019
Submitted via Postal Card • Report

Overall Experience

Staff at the office often do not pass messages on to the carers. i.e. no carer required because of hospital appointment yet carer came and phoned to ask why she couldn't get in? Carers are all lovely, cannot fault their care and attention.

Reply from Elaine Bradley-Smith, Employee Engagement & Communications Officer at Choices Homecare (Bootle)

Thank you for taking the time to submit your review, we take all feedback very seriously, (both positive and negative) to assist us in improving our services further as we move into the future. We are pleased you are happy with the care and attention received from the carers and your comments will be fed back as a compliment to the care workers concerned, in order for them to receive a 'thank you' for all of their hard work. We are sorry you feel that messages are not always passed on to the carers, please feel welcome to contact the office on the usual office number with more details to enable us to look into any particular instances further and resolve any issues, as we do strive to pass all communications on as required. Thanks again for your feedback, your comments are really appreciated, thank you.

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Review from Anne M (Mother of Client) published on 23 January 2019
Submitted via Postal Card • Report

Overall Experience

My son's support worker always turns up on time. They go to places that my son wants to go. I've had reports from friends that when they have seen them out together that they are like mates. His support worker takes him swimming. He has to go into a cubicle with my son as he needs help getting dried

etc. I trust him with my son. As my son has autism, he does not like change and as we have the continued support worker, he's not upset by change. Keep up the good work.

Reply from Elaine Bradley-Smith at Choices Homecare (Bootle)

Thank you for taking the time to submit your review, we take all feedback very seriously (both positive and negative) to support us to continually improve our services in the future. All compliments are fed back to the staff members involved, to enable them to be thanked for all of their hard work and commitment. Thanks again for your lovely comments, we are so pleased that both you and your son are happy with the service we provide. Thank you.

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Review from Norma B (Mother of Client) published on 23 January 2019
Submitted via Postal Card • Report

Overall Experience

The carers whom help care for my daughter do an invaluable service.
Over the past year, my daughter's condition has deteriorated. This requires a lot of patience and compassion on the part of the carers.
They have all coped magnificently.
I am very grateful for all their help.

Reply from Elaine Bradley-Smith at Choices Homecare (Bootle)

Thank you for taking the time to submit your review, we really appreciate all feedback received (both positive and negative), to help us to continue improving our services. We are really pleased you are happy with the service received by your daughter and thank you again for your kind comments.

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Review from P M (Client) assisted by family/friend published on 28 June 2018
Submitted via Postal Card • Report

Overall Experience

My support worker takes me to places I cannot go without one to one support. Swimming is one of the things that he helps me with, as I need help getting dry. I have the same support worker 3 times a week, as my autism means I can't mix with a lot of people, I always pick where I want to go. I have 3x3

hours of support each week. My support worker is my friend and we do lots of fun things together.

Reply from Elaine Bradley-Smith, Employee Engagement & Communications Officer at Choices Homecare (Bootle)

Thank you for taking the time to submit your review, we really appreciate all feedback received (both positive and negative) to assist us in continuing to improve our services in the future. We are really glad that you are happy with the service you receive and enjoy spending time with your support worker, we will pass your feedback on to them and ensure they are thanked. Thanks again for submitting your review.

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Review from D L (Father of Client) published on 27 June 2018
Submitted via Postal Card • Report

Overall Experience

WarrenCare are a very competent and capable care agency. They provide reliable, caring carers who have become family friends over the years. I am totally confident that they will care for my son with the same care and compassion that I do.

Reply from Elaine Bradley-Smith, Employee Engagement & Communications Officer at Choices Homecare (Bootle)

Thank you for taking the time to submit your review, we take all feedback very seriously (both positive and negative) in order to continue to make further improvements to our services in the future. We are glad that you are happy with the service we provide and thank you for your lovely comments. Thanks again for submitting your review we really appreciate your feedback.

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Review from P H (Client) published on 11 June 2018
Submitted via Postal Card • Report

Overall Experience

The carers that come to my house are great. The office staff however have no organisational skills. My usual carer is very often sent elsewhere whilst I get "whoever, whenever". I have no regular times for my four visits a day, and I am not informed if the carer is going to be late. The office gives

no thought to my dignity or vulnerability, they change my time and carer on a regular basis, leaving me wondering what I pay for!

Reply from Elaine Bradley-Smith, Employee Engagement & Communications Officer at Choices Homecare (Bootle)

Thank you for taking the time to submit your review, we take all feedback very seriously in order to help us improve our services further as we move into the future. We are sorry to hear that you don't feel happy with the service which is currently being provided by WarrenCare. Please rest assured we always strive to support continuity of care for all of our service users and that we do understand the importance of this for everyone involved. However, sometimes, care workers can move around as they have the skills required to meet other people's needs when there is staff sickness, or due to annual leave being taken, we try to keep this to an absolute minimum but do understand it can be frustrating if call times change. We have liaised with our office team and are working hard to ensure that your care workers visit at the times you prefer and will monitor your call times accordingly moving forwards, (please do though bear in mind there are late tolerances built in to all services, which comply with local authority requirements, to allow for unforeseen circumstances resulting in care workers being delayed). We are doing our very best to ensure any issues are resolved around the comments you make but please do not hesitate to contact us on our usual office telephone number if you would like to discuss anything further, we will do our very best to try and help. Thanks again for completing your review, we really appreciate all comments received.

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Review from Gail C (Daughter of Client) published on 11 June 2018
Submitted via Postal Card • Report

Overall Experience

Very poor experience, either arrive late or too early. They call when mum's in daycare, hence wasting everyone's time because of the times that are allocated to mum - I have to administer her afternoon medication. Little to no communication when running early or late, no permanent staff i.e. always

changing.

Reply from Elaine Bradley-Smith, Employee Engagement & Communications Officer at Choices Homecare (Bootle)

Thank you for taking the time to submit your review, we take all feedback very seriously (both positive and negative) to help us improve our services further as we move forward into the future. We are really sorry to hear how you feel about your experience with WarrenCare and would be very happy to meet to review your Mum's package as well as clarify the correct days and times that care is needed, in order to ensure we deliver the care that is required. Please do feel welcome to contact our office on the usual telephone number should you wish to discuss your comments further and we will be more than happy to arrange a convenient time to meet. Thanks again for taking the time to submit your review.

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Review from D G (Client) assisted by family/friend published on 29 May 2018
Submitted via Postal Card • Report

Overall Experience

All the staff we have had are very good and helpful. We have had no complaints. They care about the job they are doing.

Reply from Elaine Bradley-Smith at Choices Homecare (Bootle)

Thanks for taking the time to submit your review to Homecare.co.uk. We take all feedback seriously (both positive and negative), to assist us in making further improvements to our services in the future. Thanks again for letting us have your feedback and for the lovely comments received.

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Review from Anne C (Client) published on 29 May 2018
Submitted via Postal Card • Report

Overall Experience

Very satisfied with all the carers, they treat you with respect and are friendly.

Reply from Elaine Bradley-Smith at Choices Homecare (Bootle)

Thank you for your kind comments, we really appreciate all feedback received (both positive and negative), in order to assist us in improving our services in the future. Thanks again for taking the time to submit a review and for the lovely feedback given.

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Review from S W (Daughter of Client) published on 21 May 2018
Submitted via Postal Card • Report

Overall Experience

My mum has had care from WarrenCare now for almost 5 months, I have had cause to complain about lack of continuity - too many carers, variations in timing, missed calls and tasks missed relating to support with nutrition. Calls to duty not passed on to the manager. I have eventually had a positive response

- the situation has now improved. Carers excellent but continuity needs to be sustained.

Reply from Elaine Bradley-Smith, Employee Engagement & Communications Officer at Choices Homecare (Bootle)

Thank you for taking the time to submit your review, we take all feedback very seriously (both positive and negative), in order to improve our services further as we move forward into the future. We have taken on board your comments and are working closely with our teams in order to sustain continuity and ensure any issues remain rectified. We have also been in touch with you again recently and are happy to hear that you feel things have now settled, your Mum is receiving better continuity of care and therefore her needs are being met. We are committed to ensuring all of our services users needs are met consistently and really appreciate you letting us have your comments. Thanks again for submitting your review, please don't hesitate to contact the office on the usual contact number if ever there is anything else you would like to discuss. Please rest assured we will do our very best to try and help.

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Review from John Michael W (Client) published on 8 January 2018
Submitted via Postal Card • Report

Overall Experience

Reasonable: - carers ok: admin shocking, change times without telling us first. Carers need to work to same protocols: need more training (shadowing senior carer). Had an undertrained and useless carer recently.

Reply from Elaine Bradley-Smith, Employee Engagement & Communications Officer at Choices Homecare (Bootle)

Thank you for taking the time to complete a review, we take all feedback very seriously (both positive and negative), in order to assist us in making further improvements within our services in the future. We are glad that you find the service you receive, overall, satisfactory. However we have taken on board the comments you make in relation to admin, call time changes and protocols and have looked into these accordingly. We have checked calls over a 4 week period in November and found that 8 out of 56 calls, throughout the time period checked, suffered time changes of 30 minutes or less, in line with the required protocol and these were communicated via a service user visit sheet as has been agreed in the past as the best way of communicating any unavoidable changes to your call times.
Please rest assured we always try to ensure our service users have regular care workers attending their calls to support continuity of care and are sorry, that from time to time, due to unforeseen circumstances, we have to send someone who hasn't attended your visits before (we can see that this has happened 3 times out of the 56 calls that we checked), we do apologise for any inconvenience this may have caused and will get in touch soon to review your personal care plan and check if there are any more details we can include which may help if this happens again in the future. We'd also like to reassure you that any complaints are addressed at the time they are reported to us and any issues dealt with accordingly at the time any complaint is made.
Please do feel welcome to get in touch with our local office on the usual number if there is anything else you would like to discuss, we will do our very best to try and help resolve any issues you may have. Thanks again for taking the time to let us have your comments, we really appreciate all feedback received. Thank you.

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Review from S M (Daughter of Client) published on 30 November 2017
Submitted via Postal Card • Report

Overall Experience

Carers were fine, helpful and supportive to mum.

However, the times of her calls were not suitable.

Reply from Elaine Bradley-Smith, Employee Engagement & Communications Officer at Choices Homecare (Bootle)

Thank you for taking the time to submit a review. We take all feedback very seriously (both positive and negative), to assist us in improving our services further in the future. We are glad that you found your Mum's carers helpful and supportive towards her and are sorry to hear you weren't happy with the call times she received. We always strive to provide calls at the times which are preferred by our service users and discuss these with any potential new clients when they begin their service with us. From time to time, due to unforeseen circumstances, a call may be later than usual. In these circumstances, we do everything we can to keep our service user informed. If you would like to discuss any particular call times further please do contact our office and we will be more than happy to discuss and see if more suitable call times can be arranged. Thanks again for taking the time to complete a review, we really appreciate all comments received. Thank you.

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Review from Winifred V (Client) assisted by family/friend published on 23 November 2017
Submitted via Postal Card • Report

Overall Experience

Some carers are better than others, with a few seemingly in very much of a hurry to get away, whilst my favourites are very friendly and do things for me, which others don't, as well as chatting to me in a friendly manner. Occasionally a morning carer may be very late (as with one day a few weeks ago)

so I only had my breakfast at 10.45am BUT the lunchtime carer then arrived very early at 11.50am and I wasn't hungry. Also, some bedtime carers still arrive very early ie. as early as 9 pm for a 10.30 pm call.

Reply from Elaine Bradley-Smith, Employee Engagement & Communications Officer at Choices Homecare (Bootle)

Thank you for taking the time to review us on Homecare.co.uk. We take all feedback, (both positive and negative), very seriously, in order to help us make further improvements to the services we provide in the future. We are glad to hear that you are happy with many of the care workers who carry out your calls and much of the care you receive from us. We are sorry to hear that there are some aspects you don't feel as happy with. We do understand that there may have been some changes requested to some of your call times recently and are currently investigating the points that you make in order to ensure that your calls are taking place as required. Please be aware, that occasionally, due to unforeseen circumstances, things don't always go as planned but please rest assured we do our utmost to keep our service users informed if this happens. In the meantime, please don't hesitate to contact our office if you would like to discuss anything further. Thanks again for sending us your feedback, we really appreciate the comments you have made. Thank you.

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Review from Dorothy P (Client) assisted by family/friend published on 13 November 2017
Submitted via Postal Card • Report

Overall Experience

Generally happy with the level of care. My regular carers are very good but sometimes when they are off, the replacement(s) don't know my routines.

Reply from Elaine Bradley-Smith, Employee Engagement & Communications Officer at Choices Homecare (Bootle)

Thank you for your kind comments, here at WarrenCare we take both positive and negative feedback very seriously and always welcome our service users providing us with this to help us make further improvements in the future. We are glad that you are generally happy with the care you receive and that you feel your regular care workers are very good. When your regular care workers are on annual leave or off sick, sometimes at short notice, we do have to ask alternative staff to attend visits but the appropriate paperwork is in place and we do brief them as much as we are able, to ensure your service always runs as smoothly as possible. If you ever have any issues or concerns, please don't hesitate to get in touch with your local office to enable us to look into these further. Thanks again for taking the time to complete a review.

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Review from Karen T (Daughter of Client) published on 3 November 2017
Submitted via Postal Card • Report

Overall Experience

The service that you provide is wonderful. I have complete trust and faith in the care that you provide for my lovely dad. I live 25 miles away but have the reassurance if there was a problem regarding my dad, I would receive a phone call from yourselves to put me in the picture. Your service gives

me peace of mind knowing that my dad is being cared for by yourselves 100%. Thank you all for everything you do. It really is a life saver for both dad and I.

Reply from Elaine Bradley-Smith, Employee Engagement Officer at Choices Homecare (Bootle)

Thank you for your lovely feedback, we really appreciate the comments received. All feedback is taken seriously in order for us to continue to improve further in the future, we are delighted to hear you are really happy with the service your Dad receives from us. Thanks again for taking the time to submit a review.

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Review from Anne S (Wife of Client) published on 3 November 2017
Submitted via Postal Card • Report

Overall Experience

All carers that attended to my husband were polite, helpful and understanding to his needs.

Reply from Elaine Bradley-Smith, Employee Engagement Officer at Choices Homecare (Bootle)

Thank you for taking the time to submit a review, we appreciate all comments received in order to help us to continue improving our services in the future. We would like to thank you for your kind comments.

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Review from George P (Wife of Client) published on 3 November 2017
Submitted via Postal Card • Report

Overall Experience

My husband's main carer is very good. On her days off we have normally the same carer if available. The night carer that comes is normally the same carer, which is good. We have the odd carer if others are on holidays or a day off.

Reply from Elaine Bradley-Smith, Employee Engagement Officer at Choices Homecare (Bootle)

Thank you for taking the time to submit a review, we thank you for leaving us your comments. We are glad that you are happy with the service you receive. Please rest assured, we do our very best to ensure continuity within our service is maintained and are delighted to hear your acknowledgement of this. We welcome both positive and negative feedback to assist us in improving our services even further in the future and would like to thank you once again for the comments received.

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Review from Brenda F (Daughter of Client) published on 3 November 2017
Submitted via Postal Card • Report

Overall Experience

Please with care and support from Warren Care.
Ideally would prefer the same regular carers as much as possible.
Much improved service.

Reply from Elaine Bradley-Smith, Employee Engagement Officer at Choices Homecare (Bootle)

We would like to thank you for taking the time to submit a review. Please rest assured we do our very best to support continuity of care, with regular care workers attending calls as much as we are able. From time to time you may receive different care workers due to annual leave or because a care worker is ill, this results in us having no other solution available, sometimes at short notice but we do try to keep this to a minimum wherever possible. We are glad you are generally happy with our service, please do not hesitate to get in touch with our office should there ever be anything you feel you would like to discuss. Thanks again for your feedback as all comments are really appreciated in order to help us continue improving our services in the future.

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Review from Neil M (Son of Client) published on 10 October 2017
Submitted via Website • Report

Overall Experience

I am absolutely disgusted with this service you supposedly provide, my 80-year-old mother has been left with no toilet, no food, no drinking for 6 1/2 hours I will take this further.

Reply from Elaine Bradley-Smith, Employee Engagement & Communications Officer at Choices Homecare (Bootle)

We are really sorry to hear you were unhappy with the service your Mother received from WarrenCare on this occasion and have already been in touch to discuss your comments further. Please rest assured all feedback is taken seriously (both positive and negative) and we always welcome this to help us improve our services in the future. The welfare of our service users is of paramount importance to us and as soon as we were made aware that the care worker had not arrived on time we took immediate action and the tea time visit was delivered just 30 minutes later than planned. We have also contacted your Mother since and taken steps to ensure her service runs smoothly moving forwards. We do our very best to ensure an efficient service is delivered consistently to all of our service users at all times but from time to time, due to unforeseen circumstances something may not go quite as planned, in the event of this happening we will always do our utmost to ensure things are put right and that a satisfactory outcome is reached for everyone. We hope this helps but please do feel welcome to contact our office if there is anything else you would like to discuss. Thank you.

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Review from B B (Client) published on 14 September 2017
Submitted via Postal Card • Report

Overall Experience

Very pleased with my care. Found the ladies very helpful and kind.

Reply from Elaine Bradley-Smith, Employee Engagement & Communications Officer at Choices Homecare (Bootle)

May we take this opportunity to thank you for taking the time to review us on Homecare.co.uk. We really appreciate your comments and value both positive and negative feedback in order to continue improving our services as we move on into the future.

Thank you.

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Choices Homecare (Bootle)

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