Home Instead (Hereford)

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you so much for taking the time to write quite a few words of feedback and to rate us so highly. We never, ever take this high praise for granted but we simply strive to support our older generation exactly as we would want our own parents supported, living life to the full as much as possible, in and out of the home and I know we were able to support your father a great deal out of the home. Are care staff had great love for him and he is a lovely, lovely older gentleman - it was an utter honour to support him over that time.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you so much for taking the time and trouble to write this review and we are truly delighted to hear that, with some support from us this has been that 'turning point' for both him and you, as nearby family. We do work hard on matching staff to their clients, as the small team spends so much time with him and mutual understanding and relationships are so important, backed up by the professional skills and training our staff have, giving your assurance that all is well. Thank you again!

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Your story is quite a remarkable one and received with the utmost respect, as a retired physician, as your expectations of great care will be perhaps higher than most who haven't worked in the care sector previously. I know your story well, with us having supported your dear, late wife and then receiving a call, a few months later, that you might benefit from some gentle, non-invasive support. We even have the photo of the day we 'rescued' you from the hospital and brought you home! Every word of your review is hugely valued - thank so much for all of that feedback.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you for your honesty about your husband's care needs and, in your case, and despite any complexities, how we are able to support you, with nurse-led support where needed, to ensure safe care and best quality of life at all times. It's a small example of 'extra' thought and care but I recall one of our care staff thinking of your husband on Valentine's Day and supported him with flowers to give to you - a heart-melting image! We are truly honoured to support you both.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Kim, thank you so much for this very kind and thorough review. Yes, we aim to deliver exactly that, either 'the son/daughter who cannot be there' and be your 'eyes and ears' with all the professional training or, as you remembered, allowing you to 'go back to being his daughter'. I've seen photos of your dad and can see the evident bond that our wonderful care staff have built with Dad - the next best thing to being his daughter, in emotional care and support. We also work hard to be very responsive indeed to changing care needs, scaling up or scaling back, as needed, giving you peace of mind at all times.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Dear Maureen, thank you so much for this very personal and meaningful feedback and review. With our own in-house nurse on hand indeed we have worked hard to be able to ensure that, no matter what the needs are, we will always work for a care package which keeps the client safe and well at home, with the maximum quality of life which can be achieved, with their loved ones. We also have great colleagues in the District Nurse community with whom we work hand in hand. There is no greater gift we can give our clients, delivered with utmost compassion and understanding, whilst encouraging and protecting independence and choice.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Dear Diane, thank you so much for your kind and assuring words, and for entrusting your mum to us over the last 3 years - it is such an honour for us to support her. Respecting dignity and independence is a core part of all that we do and, for you, living at a distance, giving that peace of mind that Mum is under great care is also something which we know is important and valued greatly. We know that we are not the cheapest provider but start with paying what we believe we need to pay to get the very best care staff and then balance against what we hope is seen to be a fair price for great quality care, and also always ensuring we have capacity to say 'yes'.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you, Charlotte for your very kind words. Because we aim to recruit the very best care staff we can find much of what they deliver is not simply because they have been trained to do it but because they simply see the things which need doing to support a safe and great quality of life. Having clients who genuinely look forward to their small team of care staff arriving is great to hear and always what we hope, being trusted and valued visitors to the home, with all they bring.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you so much for taking the time and trouble, after a very difficult period, to write this - this is the ultimate reward for our care staff, who we try to pick very carefully to deliver this outstanding care, knowing that they have made a huge difference to the care and compassion of your mother in her time with us, and giving you full assurance that your mum was in these professional hands. Thanks for mentioning the app, yes, we try to be utterly transparent and it's great being able to give you near-real-time updates on each visit. Thank you again - we really do appreciate this!

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you so much for taking the time to publish this lovely review, particularly as, as you say, you don't normally write reviews, so this is extra special and highly valued! It is always a delight to support the existing family close by without interfering or taking away any independence of the older person (your grandmother) but supplementing previous support, where needed, in a highly-personalised way. Most of all, through a small team of care staff, we try hard to be another trusted person allowed into the life of your loved one. Thank you again!

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you for another view, Lynne, within 2 weeks of the first one received, which appears to be a duplicate, but all our response comments on the adjacent review apply again! Best wishes

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Dear Sally, thank you so much for taking the time and trouble to give such extensive feedback. Many of us are sons and daughters of our older parents, often with busy lives ourselves. We do try very hard to be extremely responsive and to start care as soon as needed, sometimes at very short notice. Keeping people, in this case together, at home, safe, well, and as happy as they can be together, is our top, top priority and we are at their service, all the time, in whatever way they wish, coupled with providing assurance to you that they well, with updates after every visit.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you so much for your very kind words. We really do never take this feedback for granted and always, always try to do better, as we are never happy. It is the greatest compliment when we hear that sons and daughters feel that our care staff have supported their parent, or parents in your case, in all the ways you would hope, focussed entirely on what they want and their preferences, whilst also ensuring they are safe, taking medication as prescribed, and eating and drinking well with good personal care. We care a great deal about all our clients and we love spending time with them, in such a personal way.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Dear Tara, it has been our utter joy to support you and your father over the last 18 months, including a number of out-of-the-ordinary bits of help (like retrieving motor scooters!), but these are great examples of where there is very little we cannot do to be an 'extended member of the family', who will jump in our car at any time of day, and so valued when no family are living close by. Providing peace of mind that there is always someone on the end of a phone to help who knows and cares deeply for your loved one. All of our care and support staff love your father so much and he has brought us so much joy, helping him out - thank you for your very kind words, which we never take for granted, always wanting to do even better. He has been a great example, who we will often quote, as 'living well' with dementia, content and happy at home

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Dear Donna, thank you so much for this great feedback, which we never take for granted and are always looking to do better. We work hard to maintain the continuity of care and support staff with our clients, and they have come to care deeply about your mother over the last year or so. As she is able, it has been great to support her to get out and about, as well as help around the home, allowing her to continue leading as independent a life as possible and, with you a little distant, we are delighted to be able to react whenever needed. She is one delightful lady, looking about 20 years younger than her age !

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you so much for this positive feedback, which we value greatly and never ever take for granted. We work really hard to be a caring and loving extended member of the family, also allowing, as you say, 'family to be family'. In this case, visiting a couple of times every day, we are able to provide a very personalised support package, and at preferred times, as far as we are able. We love having that continuity of support, with a small number of regular care staff.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you so much for this feedback and wonderful review. We've exchanged photos, a number of times, of the things we have been able to support your grandmother in doing, and we just love 'bringing joy' to the lives of our older generation. We try, very hard, to be that extended member of the family, whilst protecting her independence, giving you and your family peace of mind that your grandmother is in safe and loving hands - we love her to bits!