Care At Home Group Cheshire East & Northwich Branch

Suite 22, Edwin Foden Business Centre, Moss Lane, Sandbach CW11 3AE
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9.4 14 Reviews
  • Care At Home Group Cheshire East & Northwich Branch, Sandbach
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Care Provided by Care At Home Group Cheshire East & Northwich Branch

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • Dementia
  • Domestic Services / Home Help
  • Older Person Care
  • Personal Hygiene Care
  • Physical Disability
  • Sensory Impairment
  • Other Care Provided
  • 24 Hour Care
  • Adult Home Care (18+)
  • Home Care for Children
  • Live in Carer
  • Personal Care (on a contracted hours basis)

Good to Know

  • Person in charge
  • Stephanie Morris (Registered manager)

Funding & Fees Guide for Care At Home Group Cheshire East & Northwich Branch

  • Prices

  • £26.50 per 60 minutes
    £18.00 per 45 minutes
    £17.90 per 30 minutes - minimum visit time


    All visits have a £3.50 per visit travel charge.
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Care At Home Group Cheshire East & Northwich Branch Reviews (14)

9.4

Care At Home Group Cheshire East & Northwich Branch has a Review Score of 9.4 (9.429) out of 10, based on 13 reviews in the last 2 years. Over all time Care At Home Group Cheshire East & Northwich Branch has 14 reviews.

Overall Experience

  • 11
  • 1
  • 0
  • 0
  • 2

Date Published

14
0
1
12
2

Review from K S (Client) published on 3 June 2024
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

This agency has made my life hell since they took my contract in Apr 24. My contract was for 2 calls a day, 8am and 8pm for 1 hour each call. It was also stipulated in my contract that I needed to have a regular care worker because my children don't like strangers being in the house. I've rarely seen
the same person more than once. The morning call turns up any time between 6am and 12pm and the evening call any time between 4pm and 10pm! 90% of them can't speak English and are unable to communicate, they only stay for 40 mins each call, they rarely get more than one task done. They are rude and disrespectful and turn up smelling like they've not bathed in months. The office staff are completely useless and do nothing to help. It's not just clients having issues either, I know that they are not paying staff, they are lying about members of staff's names due to complaints, they are abusing vulnerable clients and not providing care because they are unable to complain. They are a liability.

Reply from Stephanie Morris, Registered manager at Care At Home Group Cheshire East & Northwich Branch

I am saddened to read your review, not only because of the negative experience you have made comments about but also because not all of the above concerns had been reported through to the office. I would like to respond and advise you are correct that the call times were not always to schedule and efforts were made to rectify this however, I feel that the concern you have raised regarding the staffing is untrue. All of our employees are employed staff members, all complete a CQC standard onboarding and training process and all staff are monitored and have regular check ins with the office team. Our employees do also sometimes go by preferred names this does not mean we lie about our employees' names. I did try to reach out to speak to you regarding your concerns however you did not wish to meet with me, I apologise that we weren't able to provide the service that you would have liked, and we have taken some of your comments for advisement on ways we can improve our service.


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Review from J H (Daughter of Client) published on 16 January 2024
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

Whilst the carers themselves are lovely, the management of the care service is totally shambolic.
This is not person centred care. We never know whether a carer will turn up for my father or not, or when they will come.
No one has the courtesy to ring and tell us anything and new staff who turn
up have had no training and we have to show them what to do. Carers are given no travel time so are always late. My dad’s carer is supposed to come at 8.30. They actually come anywhere from 7am to 11am. With no contact. Sometimes they just don’t turn up. It means I have to get him up most mornings myself rather than work. They are totally unreliable and you really can’t depend on them. At weekends they don’t answer the phone. Constant excuses from a revolving door of new managers. Avoid this branch at all costs.

Reply from Elicia Lindley, Central hub manager at Care At Home Group Cheshire East & Northwich Branch

Thank you for taking the time to complete this review. We take concerns like this very seriously. I can assure you that all the concerns featured in this review have been addressed within the branch. Whilst the package did end recently with Care at Home Group, we went above and beyond to reinstate this care package when another care provision did not work out. We will continue to work with the client and their family to ensure the service meets expectations.


If you would like to discuss this any further please contact the registered manager Kerry Fisher Kerry.fisher@cahg.co.uk


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Review from Margaret B (Wife of Client) published on 28 June 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We are so fortunate having the carer you have sent to us. Nothing is too much trouble. She always has a smile on her face, whatever the day has been. I, being the carer to my husband, it is so lovely seeing someone different and being able to talk to them. I must say, the carer is always tidy and wears
a protective apron and gloves.
Thank you for everything.

Reply from Elicia Lindley, Central hub manager at Care At Home Group Cheshire East & Northwich Branch

Thank you for taking the time to complete a review. It is a pleasure to provide support.


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Review from Brian B (Client) published on 27 June 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff that come and support me are always very kind, respectful and cheerfully helpful. They always encourage me to do as much for myself as I can.

Reply from Elicia Lindley, Central hub manager at Care At Home Group Cheshire East & Northwich Branch

Thank you for taking the time to complete a review. It is a pleasure to provide support.


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Review from J G (Client) assisted by family/friend published on 21 June 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Care visits are carried out by a capable person. She has a pleasant and does a good job. The shower assistance, in particular, is of great value. Thanks.

Reply from Elicia Lindley, Central hub manager at Care At Home Group Cheshire East & Northwich Branch

Thank you for taking the time to complete a review. It is a pleasure to provide support.


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Review from Thomas S (Client) published on 15 June 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The majority of my care visits have been very good. I have experienced great care and encouragement to raise my spirits and eat. I am very happy with the professional, caring and willing approach exercised.

Reply from Elicia Lindley, Central hub manager at Care At Home Group Cheshire East & Northwich Branch

Thank you for taking the time to complete a review. It is a pleasure to provide support.


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Review from Margaret L (Client) assisted by family/friend published on 6 June 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent, everyone has supported me really well since returning home from hospital. I am now able to be more independent with the support from all staff members.

Reply from Elicia Lindley, Central hub manager at Care At Home Group Cheshire East & Northwich Branch

Thank you for taking the time to complete a review. It is a pleasure to provide support.


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Review from K V (Daughter of Client) published on 16 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The manager and the community care coordinator are brilliant, also the care team that goes into my mum are fantastic. Couldn't ask for better peace of mind. Very supportive and caring. I feel 100% safe and happy knowing Mum is getting the care she needs.

Reply from Elicia Lindley, Central hub manager at Care At Home Group Cheshire East & Northwich Branch

Thank you for taking the time to complete a review. It is a pleasure to provide support.


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Review from Alan W (Client) assisted by family/friend published on 14 May 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Always been happy with the care I received from the Care At Home Group. They are always very caring and pleasant and nothing is too much trouble.

Reply from Elicia Lindley, Central hub manager at Care At Home Group Cheshire East & Northwich Branch

Thank you for taking the time to complete a review. It is a pleasure to provide support.


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Review from Ada M (Client) published on 12 May 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband and I have received excellent support from Care At Home Group and all the staff that we have met. The staff have always been very helpful and supportive. Nothing is too much trouble for them.

Reply from Elicia Lindley, Central hub manager at Care At Home Group Cheshire East & Northwich Branch

Thank you for taking the time to complete a review. It is a pleasure to provide support.


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Review from Helen S (Daughter of Client) published on 5 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I could not compliment the team that works with Mum and Dad enough. They have changed our lives. Their care is second to none and they have never let us down. Having them takes the stress away.
What I particularly like is they listen to your requests and implement them within the plan. Mum and Dad
are very happy and their lives revolve around seeing the carers' smiley faces.
Because I live away, they have shown me how to update the app on my phone and I can follow their progress throughout the day which takes away any worries on my side.
They are very much part of our family now.

Reply from Elicia Lindley, Central hub manager at Care At Home Group Cheshire East & Northwich Branch

Thank you for taking the time to complete a review. It is a pleasure to support your mum and dad.


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Review from Dani I (Daughter of Client) published on 3 April 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We were very apprehensive about using a new care provider, given Dad’s level of disability. Care At home Group has been outstanding. Faultlessly reliable. Very approachable and good lines of communication between staff and family. Our concerns have been eased and it’s been great to have a team of people
looking after Dad who actually cares.

Reply from Elicia Lindley, Central Hub Manager at Care At Home Group Cheshire East & Northwich Branch

Thank you for taking the time to complete a review. It is a pleasure to support your dad.


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Review from Catherine E (Client) published on 21 March 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff at Care At Home Group are wonderful and so helpful, they know what to do for me before I even ask.
My needs are taken care of, so lovely, everyone is so adaptable too, nothing is too much trouble at all and they put me at ease and make me feel comfortable. They always leave me with a smile
on my face.
I cannot recommend them enough, they are like family to me now. I appreciate them very much.

Reply from Elicia Lindley, Central hub manager at Care At Home Group Cheshire East & Northwich Branch

Thank you for taking the time to write a review, it is a pleasure to support you.


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Review from Paul S (Grandson of Client) published on 1 November 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

After months of care for my grandparents, I can provide an honest review of the service provided by Care At home Ellesmere Port.


The team do a fantastic job looking after their complex needs. Always on hand over the phone if needed. Always happy to accommodate any needs or changes we request to

make my grandparents more comfortable. The carers that come over, I can honestly say do care and do want what's best for both of them. Really happy to be getting their support in this difficult time made much easier by the commitments to look after them. Thank you.

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Current Review Score: 9.4 (9.429)

Overview of Review Score

The Review Score of 9.4 (9.429) out of 10 for Care At Home Group Cheshire East & Northwich Branch is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.4 out of 5 from 13 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 11 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 4.429 for Care At Home Group Cheshire East & Northwich Branch is calculated as follows: ( (63 Excellents x 5) + (4 Goods x 4) + (10 Very Poors x 1) ) ÷ 77 Ratings = 4.429

  • 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 Care At Home Group Cheshire East & Northwich Branch is based on 11 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 + 0.1 + 0.1 = 5

  • 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: 15 Aug 2024

Overall
Requires improvement

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Requires improvement

  • Well-led

    Requires improvement

Care Quality Commission is responsible for the registration and inspection of social care services in England.

View Latest Report

Awards / Recognitions (1)

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Frequently Asked Questions about Care At Home Group Cheshire East & Northwich Branch

What Type of Services does Care At Home Group Cheshire East & Northwich Branch offer?

Care At Home Group Cheshire East & Northwich Branch offers Home Care.

How many Carers does Care At Home Group Cheshire East & Northwich Branch employ?

Care At Home Group Cheshire East & Northwich Branch employs 32 carers.

Information on this page is displayed without responsibility for its accuracy on the part of homecare.co.uk. Please contact Care At Home Group Cheshire East & Northwich Branch to verify any information. View our terms and conditions. Care At Home Group Cheshire East & Northwich Branch has a Basic Service – more info.