Hales Home Care (Leeds)

Unit 6, Hepton Court, York Road, Leeds LS9 6PW
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8.4 13 Reviews
  • Hales Home Care (Leeds), Leeds
Hales Homecare Leeds 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 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 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: Leeds, Meanwood, Chapeltown, Chapel Allerton, Moortown, Headingley, Kirkstall, Shadwell, Adel, Moortown, Roundhay, Seacroft, Wetherby, Collingham, Bostan Spa, Bramhope, Woodhouse, Little London, Harehills, Crossgates, Crossgreen, East End Park, Osmondthorpe, Rothwell, Middletown, Cottingley, Swillington & Guiseley.

If you have any questions please call or email.

Care Provided by Hales Home Care (Leeds)

  • 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
  • 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
  • Helen Thorpe (Registered Manager)

Funding & Fees Guide for Hales Home Care (Leeds)

  • Prices
  • From £25.16 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 (Leeds) Reviews (13)

8.4

Hales Home Care (Leeds) has a Review Score of 8.4 (8.369) out of 10, based on 10 reviews in the last 2 years. Over all time Hales Home Care (Leeds) has 13 reviews.

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Overall Experience  Overall Experience 1.0 out of 5

Stay away at all costs. Dreadful care company that simply don’t care. Late calls, missed calls, carers rushing to leave, cold food, leave doors unlocked, sponsored workers making communication with elderly patients difficult, rude office staff, phones never answered. Mum never felt so alone and uncared
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Overall Experience  Overall Experience 5.0 out of 5

Very good, nice, warm, friendly carers.

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Overall Experience  Overall Experience 4.0 out of 5

Very happy with the service.

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Overall Experience  Overall Experience 5.0 out of 5

Very prompt, ensure medication is on time and very pleasant and friendly. They ask if there is anything else they can do. Would prefer a female care worker in the morning and night to help with personal hygiene and care.

Reply from Irene Amarante, Digital Media & Marketing Manager at Hales Home Care (Leeds)

Thank you for taking the time to share your feedback. We are delighted to hear about your positive experience with Hales. Your preference for a female care worker has been noted and will be passed on to our team, as it helps us to continue improving our service.


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Overall Experience  Overall Experience 4.0 out of 5

The service is very good for me and my carers are all like family. I am comfortable with my carer 3 times a day. Thank you Hales Home Care.

Reply from Irene Amarante, Digital Media & Marketing Manager at Hales Home Care (Leeds)

Thank you for your kind words. We are pleased to hear that you feel comfortable and cared for by our team. Your feedback is greatly appreciated, and we will pass your message along to the staff.


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Overall Experience  Overall Experience 1.0 out of 5

Would have given no stars at all if possible. Not a usual complainer at all and not one for reviews but absolute shambles. Carers do not turn up and always an excuse given. When they do eventually turn up hours late and after numerous chaser calls, they are inexperienced and don’t know how to care for
the service user. Also don’t always lock the door leaving disabled service users in a dangerous and vulnerable position. Never known anything like it - causing so much stress to the family. Ombudsman is the next stage as despite frequent promises nothing changes. Absolutely at our wits' end with this company. Feel extremely sorry for poor service users who don’t have anyone to turn to when they are left and they don’t turn up to feed them and get them out of bed. Terrible experience with this company.

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Overall Experience  Overall Experience 4.0 out of 5

The carers that visit are mainly excellent. Inexperienced carers are left by themselves too early. Carers need to be regulars so as to build a rapport with clients, too often visiting carers are often changed. Also, mainly at the weekend, the staff are inexperienced and due to lack of carers have picked
up extra calls which means the time of call can vary wildly. If any problems with the time of visits this should be relayed by the office to clients.

Reply from Irene Amarante, Digital Media & Marketing Manager at Hales Home Care (Leeds)

Thank you so much for taking the time to share your feedback with us. We value your insights as they help us continually improve our services. We are committed to addressing the issues you've highlighted to provide you with a consistently good care experience. Please reach out to our Quality team at quality@halesgroup.co.uk should you wish to discuss any concerns further.


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Overall Experience  Overall Experience 4.0 out of 5

I am very happy with my regular carers. I am a religious sister and it upsets me when I have a male carer. Also, at the weekend, the replacement carers are sometimes very late, coming sometimes at noon instead of 9 am. I get very anxious when they are late and it is not easy to get in contact to know
if they are coming. Also, when they are late, I miss the religious service.

Reply from Irene Amarante, Digital Media & Marketing Manager at Hales Home Care (Leeds)

We appreciate your feedback and are delighted to hear that you are very happy with your regular carers. Your comfort and preferences are very important to us. Whilst it is in the overall interest of our services to ensure we employ a diverse workforce, we do not wish any of our service users to ever feel uncomfortable when receiving care. We will certainly take this into consideration when arranging care for you and have updated our records accordingly. Your feedback will help us enhance our services, as we work on improving our communication channels and ensuring that on the rare occasions that our carers are held up in an earlier call, we ensure all subsequent service users are kept up to date. Please don't hesitate to reach out to us at quality@halesgroup.co.uk if you have any further concerns.


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Overall Experience  Overall Experience 4.0 out of 5

Do not like men coming, some days I have different carers morning and afternoon and some I have never met before and do not seem to know my requirements. During term time I have classes which begin at 10:15 and carers sometimes don't come until 9:30 which is cutting it fine. I think my times may need
reviewing.

Reply from Irene Amarante, Digital Media & Marketing Manager at Hales Home Care (Leeds)

Thank you for taking the time to leave us a review. We value your feedback and apologise for any inconvenience you've experienced. We are committed to ensuring that your needs are met effectively and promptly. Please feel free to reach out to us directly so we can discuss your specific requirements and make the necessary adjustments. Please give us a call on 01132083346 or email quality@halesgroup.co.uk.


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Overall Experience  Overall Experience 5.0 out of 5

The regular carers are excellent in all aspects of caring. Problems happen when new carers come who might have not been before - this is very frustrating.

Reply from Irene Amarante, Digital Media & Marketing Manager at Hales Home Care (Leeds)

Thank you for sharing your experience. We value your kind words about our staff and understand new carer transitions can be disconcerting, so we apologise for any frustrations caused. Your feedback helps us improve, and we're dedicated to ensuring a seamless experience for all our service users. If you have any specific concerns that you would like to discuss with us, please reach out to our Quality team at quality@halesgroup.co.uk.


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Overall Experience  Overall Experience 1.0 out of 5

Carers wouldn't use Mum's name and called her another name for some reason. Refilled drinks with dirty glass from the day before, made Mum sit back on a wet chair, despite getting told the chair was wet and left 14 hours with a wet pad. Came and went when they wanted, despite declining male carers at
the setup interview, a male carer came every day, still no care plan in place. Finally got rid of them.

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

Thank you for your review of the care received. We take all feedback very seriously. We are disappointed you did not feel able to discuss your concerns directly with the service during the brief period of care provided. We can see from the care records that you had previously been providing care for your Mum and arranged for provider support whilst you were on holiday. This will have contributed to your Mum’s reluctance to accept care and support, and the lack of familiarity your Mum had with the equipment necessary for professional care providers to use to safely lift and position service users. Our records show that a concern was raised regarding one incident of a wet towel via the social worker, however, unfortunately, this feedback didn’t reach us as a provider until after care had ended. I have referred to our digital records in which your Mum’s name is correct and we are not aware of any time that this wasn’t used. Male care staff, working as part of a female and male double up team, was explained during the commencement of the package of care, and at no time were male staff delivering personal care. Our records show that care, from female care workers, was refused on 7 occasions in the 7 days. We appreciate how unsettling the period would have been for your Mum, having not received care before from anyone other than family members, and particularly as you were not available to provide reassurance. Our records show that our care workers acted professionally in line with our policies, including requesting a healthcare referral where they had concerns as a consequence of care being refused. We do hope you and your Mum have now sourced suitable care provision for your needs.


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Overall Experience  Overall Experience 2.0 out of 5

Carers don't arrive at times stated and are always rushing when arriving. They have missed visits leaving the client vulnerable and hungry. The lack of personal care offered to the client is poor and different carers arrive with no idea about the client's needs.

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Overall Experience  Overall Experience 2.0 out of 5

Low standard of care. Poor service.
The carers are not visiting my father the agreed times. Three times in 2 months the carers did not turn up and we had to contact the main office to trace them.
My father's care plan got lost and it was not replaced. As a result, there are carers visiting that do
not know what they have to do.

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Current Review Score: 8.4 (8.369)

Overview of Review Score

The Review Score of 8.4 (8.369) out of 10 for Hales Home Care (Leeds) is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 3.6 out of 5 from 10 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.8 out of 5 from 8 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 3.569 for Hales Home Care (Leeds) is calculated as follows: ( (18 Excellents x 5) + (22 Goods x 4) + (5 Satisfactorys x 3) + (1 Poors x 2) + (12 Very Poors x 1) ) ÷ 58 Ratings = 3.569

  • 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 (Leeds) is based on 8 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 = 4.8

  • 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: 18 Feb 2020

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 (5)

Helen

Helen Thorpe

Job Title: Registered Manager

I have worked in the care industry for 10 years.


I started off working as a care worker. I enjoyed working in this role, but I desired progression. I completed my NVQ 2 and 3 in adult health and social care.


Subsequently, I joined Hales and was promoted to Quality Assessment Officer, a position that I found truly fulfilling. I served in this role for 4 months. Later, I applied for the Care Coordinator position within Hales and was successful in my interview. I performed this role for several years, eventually becoming the Lead Care Coordinator.


Following this, an opportunity arose for the Deputy Manager role, and I applied for it. I was fortunate to be selected, and subsequently, the position of Registered Manager became available. I have been serving as the Registered Manager for Hales for 8 months now, and I genuinely enjoy my role. Currently, I am in the process of completing my NVQ 5.


Throughout my career, I have dedicated 6.5 years to Hales Home Care in Leeds, and I find great satisfaction in coming to work every day. In my leisure time, I enjoy going to the gym every morning before work, as well as spending quality time with my family. I have 5 children, 1 girl and 4 boys. Additionally, I am fond of watching soaps and indulging in captivating true stories.


Melissa

Melissa Sanderson

Job Title: Quality Assessment Officer

I have been working in the care sector for 5 years. I initially started my career as a care worker, a role which I found fulfilling. However, I soon recognised an opportunity for advancement and decided to pursue the position of Quality Assurance Officer (QAO). I successfully went through the interview process and secured the role.


One aspect of my job that I particularly enjoy is meeting our service users for the first time and conducting assessments. In addition to these responsibilities, I also handle safeguarding, audits, CQC notifications, and various other tasks as part of my role. Every day at work is rewarding, and I have been with Hales for the past 5 years.


I have completed A-levels in Health and Social Care, achieving a B grade. I also studied Psychology. Outside of work, I have two children, a girl and a boy, whom I adore spending time with. My hobbies include swimming, spending quality time with my family, and going on holidays.


Tracey

Tracey Robinson

Job Title: Quality Assessment Officer

I have been working in care for 34 years. I began my journey as a care worker, a role that brought me great joy. For nearly 7 years, I have been working at Hales. Initially, I worked as a care worker for 6.5 years before deciding to apply for the Recruiter position. However, I soon realised that I missed the hands-on aspect of caring. Fortunately, an opportunity arose within Hales for a Quality Assessment Officer (QAO) role. I successfully interviewed for the position and I must say that I thoroughly enjoy my job, particularly interacting with our service users and conducting assessments. Furthermore, I have completed a Nursing Diploma to enhance my skills in the field.


During my leisure time, I enjoy going on holiday and spending quality time with my children.


Chloe

Chloe Warren

Job Title: Care Coordinator

I have worked in care for 7 years, both as a Care Corker and a Care Coordinator. I have thoroughly enjoyed all my roles within the care industry.


During my time in college, I pursued aviation studies as I had a passion for travelling and desired practical experience in this field. Concurrently, I worked part-time at my previous company, where I developed a deep affection for the job.


Throughout my career, I have established exceptional professional relationships, and I eagerly anticipate daily interactions with everyone I encounter.


I always strive to assist to the best of my ability, and I maintain an open-door policy, welcoming any requests for help or support.


Jamie

Jamie Leigh

Job Title: Care Assistant

I have worked in the care field for 3 years as a Mentor/Care Assistant.


During a 5-month placement at a nursing home, I had the opportunity to collaborate closely with a Clinical Nurse Specialist, which allowed me to expand my knowledge in the field of Nursing. I love to help people where I can. I like a challenge.


I love to travel and spend time with my family.


Frequently Asked Questions about Hales Home Care (Leeds)

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

Hales Home Care (Leeds) offers Home Care.