Review from Rachael C (Client) published on 24 May 2023
Submitted via Website • Report

Overall Experience

Never tried to engage or interact with me. Some don’t even introduce themselves. They ignore me all day, regardless. Doesn't matter if I’m crying, sick, in pain, bleeding it’s not even acknowledged.
On rare occasions, I was asked if I was ok. When I said no the carer walked off saying nothing.
Rule

no 1- ignore client.
Rule no 2- never offer help or consistently.
Rule no 3- provide carers who are untrained, unaware, clueless and uncaring. Can’t empty catheters, put slings on correctly, dress you. Can’t cook basic food, don’t care if I eat at all despite knowing I’m an insulin dependent diabetic. Knowledge of household chores is 0. Claim things are broken when they’re just turned off. Spend 8 hrs a day playing on their phones and chatting. Charging them without ever asking if I mind. Struggle to understand basic English.
Going without, surviving by myself. Hurt, broken. Carers don’t even acknowledge or care when I’ve been so hurt I’ve overdosed, self harmed severely.
Don’t care if you die.

Reply from Seun Tejuoso, Registered Manager at New Shepherd Care

We take all feedback very seriously and would like to apologise for the poor experience that you have had with our company.
We did try to arrange an assessment to understand you, your needs and requirements on numerous occasions, however, this was always refused.
Would you be available for a call or visit to discuss this in more detail so we can better understand your experience?
Once again, we are very sorry that the experience did not meet your expectations.

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Review from Samina H (Mother of Client) published on 10 May 2023
Submitted via Website • Report

Overall Experience

They come on time and do amazing work, they clean her bed and give my daughter a shower and they do very good work. I’m very proud they are very kind and complete work to the highest standards. They make my daughter feel very happy.

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Review from R K (Daughter of Client) published on 10 May 2023
Submitted via Website • Report

Overall Experience

We have been using New Shepherd Care Services for a few months now and are very pleased with the care mum receives. The care and support from her carers has been excellent. They are kind, friendly, helpful and treat mum with dignity. Always on time. Always polite and thoughtful. Aware of my mum's needs

and frailty. Just cannot thank them enough for all their support.

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Review from S A (Daughter of Client) published on 14 April 2023
Submitted via Website • Report

Overall Experience

Overall an excellent experience for carers looking after my 90-year-old mother after suffering a stroke.
We were introduced to each carer new to us and were mentored by the initial carers. They have a good communication system so at each shift they know what my mother has eaten, and any particular

issue she may have. They were great in guiding me as to what I needed to make life easier for my mother and the caregiver. My mother is very receptive to them and has built up a good rapport. They treat her with care, respect and dignity.

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Review from Wendy H (Daughter of Client) published on 2 December 2022
Submitted via Website • Report

Overall Experience

Mostly a good experience for my father. The carers are kind and helpful. It would be better if their cooking skills were a bit better and perhaps it is a language problem, but they can't always find simple items in the supermarket. It's hard to give a general review for so many different carers as

they are all different with different skills. Mainly very good though. Thank you

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Review from Mandy L (Daughter of Client) published on 7 November 2022
Submitted via Website • Report

Overall Experience

My mother was given carers for end-of-life care but none of them seemed to know the actual name of the agency that employed them! No contact name or number was given to me and as I'd been given a variety of names it might be it wasn't easy to find on the Internet.
She had 3 different people in the

space of a week. At no point was anyone introduced to us, they just turned up, there was no continuity of care, my mother even asked me if one of the ladies 'caring' for her had dementia! She was vague, brusque, hard to understand, and would sleep on the sofa most of the day or watch TV. She mixed up the medication and when the GP met her she was horrified. My mum was scared of her. She turned up nearly 2hrs late one day - didn't contact anyone to let them know - apparently didn't have my number (blatant lie) and couldn't understand why I was cross
The only time the Manager bothered to contact me was when he heard I wanted a different care agency. Do not let these people anywhere near your loved ones.

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Review from Joan E (Daughter of Client) published on 29 November 2021
Submitted via Website • Report

Overall Experience

My mother in her nineties recently passed away from cancer. Seven weeks prior, New Shepherd was appointed to assist with palliative care: consisting of nightcare for 4 nights a week and provide support for four hours during the day. The response time was most impressive and within two days of appointment,

the carers had started and we had a detailed needs analysis done. In discussing requirements, the owner of the service was professional, flexible and willing to discuss different options to meet our needs. All carers were introduced by the team lead and trained in the specific requirements of my mother. Staff were punctual or communicated effectively in the event of unexpected delays and the team lead organised replacement cover if required. Staff were friendly, caring and kind. Most importantly they listened. The team lead responded to feedback. Four staff were extremely competent and experienced. I have no hesitation in recommending them to anyone in a similar situation.

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Review from Wendy D (Wife of Client) published on 11 October 2021
Submitted via Website • Report

Overall Experience

The agency is well run and very efficient. The carers are compassionate and punctual. My husband needed night care at short notice and they were able to provide it. They only have a small number of customers so attention to detail is good.

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Review from Thomas C (Husband of Client) published on 11 August 2021
Submitted via Website • Report

Overall Experience

My wife suffered from MND for over 18 months and in the early part of this year, she was in the last stages of the disease and spent two months in a Hospice. She returned home and New Shepherd was appointed to provide care 24-7 because my wife was losing functions over time. The team provided were excellent,

very professional and so caring and gentle that my wife welcomed them, so glad with the way they were fulfilling a very difficult role. One of the team was with us when she died in July and was a great help. No problems with timekeeping and every shift was covered. Obviously, they were well trained and willing to go the extra mile.

Reply from Seun Tejuoso, Director at New Shepherd Care

Thank you for your feedback! It was our pleasure. I will pass this feedback on to the team.

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Review from Mark W (Client) published on 10 November 2020
Submitted via Website • Report

Overall Experience

Positive experience with mainly 2 carers who were recruited for me and are reliably dedicated to me. Wider agency support is good. I can’t comment on their ability to do more complex care.

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Review from L S (Daughter of Client) published on 11 September 2020
Submitted via Website • Report

Overall Experience

The manager of New Shepherd Care takes time to handpick the night and daycare team and to introduce them to the family personally. Each of our carers has been efficient, competent, caring, kind, and patient and each one is an asset to the organisation and has skills that are shared with the others.

Our day carer is totally outstanding providing companionship and personal care for my father as well as physio and cognitive exercises to overcome his dementia and mobility issues.

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Review from Amanda S (Client) published on 30 April 2020
Submitted via Website • Report

Overall Experience

From the first contact I made with the manager of the service, everything has run so smoothly. From providing my standard care hours to now requiring more support, they have been more than able to assist me, even at short notice. They are a breath of fresh air in the care provider sector. I would highly

recommend them. From the first contact to having my care plans, contracts, and a carer in place was less than 14 days. Outstanding! Plus the care workers themselves are so friendly. I’ve finally found an agency I can truly depend on for my personal and mental health needs.

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Review from Priscilla P (Client) published on 4 March 2020
Submitted via Website • Report

Overall Experience

After having a few bad experiences with care companies quite recently, I'm so glad I joined New Sheperd Care. Being treated as a human being is very important to me and this is always shown in staff and management. All my needs are taken care of and nothing is too much effort; communication and organisation

is great, so this really does help to run things smoothly.

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Review from James (Client) published on 2 March 2020
Submitted via Website • Report

Overall Experience

New Shepherd Care has provided excellent care and completely honoured the requirements for my complex needs.
The carers are very professional, friendly and punctual. They are respectful and treat the me with dignity.
The management is professional and responsive to client's needs.

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Review from Michele (Friend of Client) published on 28 February 2020
Submitted via Website • Report

Overall Experience

I have been so impressed with New Shepherd Care, for a number of reasons. The director came out initially and did a full assessment, carried out with great sensitivity and insight. The two care assistants he has provided are excellent - first of all, they are always on time! But most important is the

level of attentiveness and respect they bring to their work. It's really been helpful to have such lovely carers in what is a difficult time. Back then to working with New Shepherd: they have been able to adapt to a complicated schedule, without making variations seem like an irritation or issue, and they have simplified the invoicing that we need so that all the supporting admin work to keep the care running smoothly is done quickly and very well. It's such a relief to know that we have found a care provider to rely on both now and in the future. I couldn't recommend New Shepherd and the team more highly.

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Review from Vicki (Sister of Client) published on 26 February 2020
Submitted via Website • Report

Overall Experience

New Shepard Care provided daily care to my sister who has a complex neuro muscular condition and a learning disability.
It was important to us that my sister had the same regular carers and New Shepard were able to deliver this. The three carers who looked after her were fantastic. They were cheerful,

professional and highly competent.
My sister was always well looked after and formed good relationships with all her carers. They were punctual, caring, trustworthy and sympathetic to my sister’s needs. The carers assisted her with all personal care, making meals, assisted with feeding and gave my sister companionship.
We had total peace of mind with all carers, knowing that my sister was being well looked after.
We would have no hesitation in recommending New Shepard Care.
We had excellent communication from the agency management too who provided immediate answers to any questions we had and made regular contact to make sure that we were happy with the service being provided.

Reply from Seun Tejuoso at New Shepherd Care

Thank you for your feedback, Vicki.
Will pass this on to the team.

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Review from Beverley S (Daughter-in-law of Client) published on 11 December 2019
Submitted via Website • Report

Overall Experience

Excellent care package with a very reliable and attentive carer. Management are very professional and the company, as a whole were very helpful in all aspects of the business. They were prepared to meet all our needs and we were very pleased with everything that was asked for.

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Review from Susan W (Wife of Client) published on 6 December 2019
Submitted via Website • Report

Overall Experience

We are very happy with the care received from New Shepherd Care. The young man caring for my husband has been a great help, not only in strengthening him through exercise but also mentally, by increasing his confidence in his ability to walk and get back some independence. The carer is extremely good

at his job, very easy to get on with and also very professional.

Reply from Seun Tejuoso at New Shepherd Care

Thank you very much for your great feedback.

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Review from Jamie W (Son of Client) published on 3 December 2019
Submitted via Website • Report

Overall Experience

Very pleased with the care received. The carer is professional, compassionate and friendly, and makes every effort to fit in with our sometimes erratic timetable. We are extremely happy with the service provided by New Shepherd Care.

Reply from Seun Tejuoso at New Shepherd Care

Glad to hear this. Thank you for the feedback.

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Review from Chrissie K (Client) published on 27 November 2019
Submitted via Website • Report

Overall Experience

I've been with New Shepherd Care for nearly 6 months. I'm a wheelchair user with spine disease and live alone. I really appreciate having the same carer on almost every visit and just one back-up carer if the first is not available. New Shepherd Care are fully qualified, registered with CQC, with DBS

clearance certificates and always complete a visit log. My main carer is a man, the back-up is a woman: I like this. I don't yet need continence care, but she'll be with me if/when I get to that stage. Gender discrimination? I don't want a man doing that for me, but he is bigger/stronger to help me up when I fall, and she likes flowers, cooking. I'm relatively young for care needs, but can't praise New Shepherd Care enough. They've got me back to all my former hobbies. He drives me to my butcher and carries the meat (and eats it when I cook!) So I'm cooking again, arranging flowers again, getting to religious services again and great companionship and laughter.

Reply from Seun Tejuoso, Director at New Shepherd Care

We appreciate your kind words. Always happy to help.

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New Shepherd Care

Care Provided by New Shepherd Care

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