SureCare (Hertfordshire)

Reply from Susanne Lindqvist at SureCare (Hertfordshire)

Thank you for your feedback. We have taken on board your note about the time between visits and hope to resolve this very quickly.
It is a pleasure taking care of your Mother and all of her carers are very fond of her.

Reply from Karen Carroll at SureCare (Hertfordshire)

We are disappointed to read this feedback and find these allegations as simply untrue and unfounded.
We have had issues with capacity in your mother's area and communicated this to you on numerous occasions. It is a 1.5 hours round trip away from our main area of service and we have worked tirelessly to provide care for your mother, to the point where even our Registered Manager herself provided regular care to ensure continuity and safety.
We have missed calls 2 calls where we have experienced human errors with new members of the office team. We have immediately rectified this by setting up a new mobile app system so that we are notified when carers are 15 minutes, 20 minutes and 25 minutes late to a visit and this has eliminated our missed visits. This also allows us to see what time a carer arrives and leaves a visit, including their location. We can, therefore, see that carers have not left early as mentioned in your review.
During our most recent CQC inspection, we alerted our inspector to the difficulties we were facing and we have contacted the CQC to inform them of all steps taken to date. They are in agreement with our process and understand the reasons why we have had to hand notice in.
Giving notice to a client is not a decision we have taken lightly. This is, in fact, the first occasion where we have had to do this and we have done so with the best interest in mind to avoid reaching crisis point.
In order to maintain continuity of care, we contacted other companies that cover the area and who have capacity. The proximity of the office is not relevant to the provision of care. What is required is that the number of carers covering a particular area is sufficient. This is what we were ensuring whilst searching on your behalf. We would also like to note that we are not obligated to find a different company to provide care. However, it matters to us that our Service Users continues to receive a high quality of care.
We pride ourselves on the high-quality care we provide. This was reflected in our CQC inspector report.
We are sorry it has come to this and we wish you and your mother the best of luck and are pleased you have been successful in finding a new care company who can accommodate your mother's care needs.

Reply from Helen Roberts at SureCare (Hertfordshire)

Thank you, Alison, for your lovely review. It really was a pleasure for us all to care for your Mother who was a delight. We are very proud of our team who always go above and beyond for all of our clients. We wish your Mother continued happiness in her new home, please do keep in touch with us so we can hear how you are both getting on.

Reply from Helen Roberts at SureCare (Hertfordshire)

Thank you Sylvia for your lovely review. It was a pleasure for us to care for you and to see you become stronger each day.