Care at Home Group Cheshire West and Wirral

Suite 4 Gateway House, New Chester Road, Bromborough, Wirral CH62 3NX
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8.2 13 Reviews
  • Care at Home Group Cheshire West and Wirral, Wirral
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Show Care at Home Group Cheshire West and Wirral on the Map

Care Provided by Care at Home Group Cheshire West and Wirral

  • 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+)
  • Live in Carer
  • Personal Care (on a contracted hours basis)

Good to Know

  • Person in charge
  • Lucy Wilton (Care Manager)

Funding & Fees Guide for Care at Home Group Cheshire West and Wirral

  • Prices

  • £24.00 per 60 minutes
    £20.00 per 45 minutes
    £16.00 per 30 minutes - Minimum visit time


    Travel charges apply for shopping and companionship visits out in the community of 60p per mile.
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Care at Home Group Cheshire West and Wirral Reviews (13)

8.2

Care at Home Group Cheshire West and Wirral has a Review Score of 8.2 (8.179) out of 10, based on 12 reviews in the last 2 years. Over all time Care at Home Group Cheshire West and Wirral has 13 reviews.

Overall Experience

  • 7
  • 1
  • 0
  • 1
  • 4

Date Published

13
0
5
12
1

Review from D M (Wife of Client) published on 28 June 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband received care after being discharged from hospital. After initial assessment with an extremely nice person he was assigned 2 carers 2 times per day. They were very attentive to my husband's needs and we found them very kind and caring.

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Treated with Dignity

Value for Money

Review from Lucy E (Mother of Client) published on 4 June 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My experience of Care at Home Group has always been very positive. My young son has complex and challenging needs, so having someone else to take care of him outside of myself or his specialist school was anxiety-inducing, to say the least. From the moment I met the complex registered manager at my
home, I felt at ease. She is very professional, understanding and caring. I have also had the pleasure of talking with the RGN nurse on telephone conversations and she is exactly the same. They are both a credit to Care at Home Group. In a world where getting the appropriate care and support for your SEN child is a long, hard, and exhausting battle, this has been the light. I know that the carers, three in particular are going to meet all of my son's needs. They reassure me that they will do their utmost to accommodate us and they absolutely have. They are a great support and provided us with a lifeline. I will continue to use their service and have no hesitation in recommending Care at Home Group.

Reply from Elicia Lindley, Central hub manager at Care at Home Group Cheshire West and Wirral

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


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Value for Money

Review from Rob T (Son of Client) published on 8 April 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Coordinator very efficient at arranging the initial assessment looked at all support needed and gave some advice.
Care support provided quickly working around days and times requested from the service user.
Excellent communication between carers and service user. Also communication app very useful
for family.

Reply from Elicia Lindley, Central hub manager at Care at Home Group Cheshire West and Wirral

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


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Management

Treated with Dignity

Value for Money

Review from M M (Daughter of Client) published on 5 April 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My dad required homecare after discharge from hospital. Used Care At Home Group Wirral and I have to say how fantastic the service was. Care was arranged extremely quickly and the member of staff who did the assessment was very professional and friendly and made us feel at ease. They identified what
my dad required and sent first carers in that evening. Dad needed 2 carers for each visit and couldn’t praise them enough. The carers were excellent and helped us through a very difficult time. They were respectful, knowledgeable and made Dad laugh. I would definitely recommend this company to anyone looking for at home care.

Reply from Elicia Lindley, Central hub manager at Care at Home Group Cheshire West and Wirral

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


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Care / Support

Management

Treated with Dignity

Value for Money

Review from A H (Client) published on 28 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Care at Home Group Complex has looked after me since August 2023. I receive care every day for 10 hours a day and 95% of the time I receive my allocated hours. The other 5% covers sickness of staff and travel time for staff due to public transport, weather and road works. Which is explained and expected.
Overall, my experience with the company has been positive. This service gives me a new lease on life and the support I need to achieve new goals and maintain a good quality of life. The support staff I have in are supportive, kind, and caring and nothing ever is too much trouble. With having no family and no support network the support staff that are regularly here on my package help with my pets as I am unable to do this myself which I appreciate as they are all I have. The management that was in the office when I first came over to this service is no longer here but the management that we currently have are reaching expectations and trying to improve this service.

Reply from Elicia Lindley, Central hub manager at Care at Home Group Cheshire West and Wirral

Thank you for this review. We are pleased that you are happy with the support that you receive. It is a pleasure to support you.


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Review from S H (Daughter of Client) published on 11 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

Shockingly poor communication from management. The first assessment was a waste of time as none of the information was passed along to the carers despite a detailed discussion about the necessary care plan. Two subsequent assessments (to redo the first one) were scheduled by CAHG and management didn't
turn up or bother to cancel or call either time even though they had made the arrangements to come at their convenience.
Concerns are disregarded by the registered manager. The majority of the carers are good, but management is dreadful. Look elsewhere. We use another Wirral care company who are excellent and we will be sticking with them for all our calls from now on.

Reply from Elicia Lindley, Central hub manager at Care at Home Group Cheshire West and Wirral

We want to sincerely apologise for your experience to date with our management team within the Cheshire West and Wirral branch. We are currently addressing these issues and working to ensure this does not happen going forward. Thank you for taking the time to review our service.


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Review from R T (Daughter of Client) published on 5 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

Do not use! The carers themselves have been very nice and hardworking, however, the organisation has been horrendous which has caused my parents nothing but stress. I tried to contact the manager but she has left apparently, I spoke with the new care manager who wasn’t remotely interested and terminated
the call rather than trying to address the issues.

Reply from Elicia Lindley, Central hub manager at Care at Home Group Cheshire West and Wirral

We want to sincerely apologise for your experience to date with our management team within the Cheshire West and Wirral branch. We are currently addressing these issues and working to ensure this does not happen going forward. Thank you for taking the time to review our service.


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Management

Treated with Dignity

Value for Money

Review from G M (Brother of Client) published on 26 February 2024
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

Very poor communications, call centre has radio loud in the background. Even wife’s carers are not happy with care given. Visits not very well spaced out. Carer even turned up on crutches.
Visits missed, carers standing around doing nothing. Not what we expect.

Reply from Elicia Lindley, Central hub manager at Care at Home Group Cheshire West and Wirral

We want to sincerely apologise for your experience to date with the Cheshire West and Wirral branch. We are currently addressing these issues and working to ensure this does not happen going forward. Thank you for taking the time to review our service.


Staff

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Management

Treated with Dignity

Value for Money

Review from Amanda F (Daughter of Client) published on 5 February 2024
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

From day one the care was very hit-and-miss. Calls were missed meaning my 95-year-old father would go 14-plus hours without food/drink. I wouldn’t have been informed this had happened but found out by chance. One day a carer missed my father’s lunchtime call but logged onto the app and wrote that she
was with my father, she wasn’t, I was! This was a complete false entry. The carer was relying on the fact my father wouldn’t remember. I was shocked someone could be so deceitful and callous. How many times has she done this? I contacted the office to report this but they didn’t seem to think it was a problem. Communication is terrible, staff don’t seem to have any information on the person they’re visiting. Tablets left out despite being reminded he has to be watched taking them. They promise calls at certain times but very rarely kept to, not missed by half an hour but by over 3 hours. Sometimes staff would visit at 9.30 give breakfast, and come back at 11.30 for lunch call! This company is chaotic and badly run.

Reply from Elicia Lindley, Central hub manager at Care at Home Group Cheshire West and Wirral

We want to sincerely apologise for your experience to date with our Cheshire West and Wirral branch. We are currently addressing these issues and working to ensure this does not happen going forward. Thank you for taking the time to review our service.


Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from C W (Daughter-in-law of Client) published on 16 January 2024
Submitted via Website • Report

Overall Experience  Overall Experience 2.0 out of 5

My mother-in-law has been with Care at Home for quite a while now, the staff and carers are lovely. There is however a massive communication problem as a lot of Carers (usually the evening staff) cannot speak clear English. My Mother-in-law went into hospital before Christmas (prior to this we were
looking to change companies due to late calls), on discharge we were told we were having Care at Home again. She is on maximum care now as she is blind, has no mobility and has severe arthritis, plus a catheter, I’ve explained so many times in the past that she can’t be left more than 4-5 hours between calls due to the catheter becoming full. They’ve listened, understood but she’s left again and again. Tonight for example she was left from 12.30 pm until 7.50 pm! Disgraceful, no dinner, catheter full to the brim and my mother-in-law in tears, she is 91 next month. If this company hasn’t got the staff to do the calls don’t take on the contract it’s simple!

Reply from Elicia Lindley, Central hub manager at Care at Home Group Cheshire West and Wirral

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 and the branch will continue to monitor and review the care package.


If you would like to discuss this any further please contact the care manager Amy Johnson at johnson.amy@cahg.co.uk


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Review from Janet W (Wife of Client) published on 12 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

This is a review about the last two mornings of care for my husband on the 23rd and 24th of April. My husband had had a very bad tummy upset at about 6 am and I was unable to move him off the bed to clean him up. When the two carers arrived, the senior one very calmly took over the situation, dealing
with cleaning up my husband, the bed and the bathroom, in a gentle, sensitive and professional way and without letting my husband feel he had done anything different.
This morning his tummy was better but overnight he had managed to dislodge his catheter and damaged himself, producing an amount of blood on himself and the bed. She decided it would be better to clean and tidy him up with a “bedbath” instead of a shower and once again, my husband was treated with the utmost dignity by his smiling carer.
Today, 10th May, the 2 carers, as well as their usual high standard of care for my husband, were able to solve a difficult technical issue that I had, thank you “Team”.

Reply from Elicia Lindley, Central hub manager at Care at Home Group Cheshire West and Wirral

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


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Value for Money

Review from A B (Friend of Client) published on 27 April 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My friend has recently started care with yourselves and the difference this has made to his life is amazing, I have never seen him look so happy. His wife is relaxed and starting to enjoy having the help as it was a massive step for them all. Thank you so much for showing that home care can be amazing.

Reply from Elicia Lindley, Central hub manager at Care at Home Group Cheshire West and Wirral

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


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Management

Treated with Dignity

Value for Money

Review from Norman G (Husband of Client) published on 13 January 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

After trying to care for my wife, her condition and my health I found I could not manage safely to care for her at certain times. We were referred to Care at Home Group Cheshire West and Wirral in June 2021. The team there have been fantastic, my wife needs four calls per day from two carers. The staff
are compassionate, dedicated and well trained which sums up the phrase of Care at Home. Nothing is too much trouble and recently we had a situation at home where we needed help unexpectedly, after speaking to one of the managers the worrying situation was soon resolved, I had a phone call within the hour to say everything was sorted. The carers are fantastic, friendly and supportive and have a laugh and chat, I can't praise or thank them enough. That's from the hard-working carers on the ground right up to the office management team. Thank you one and all.

Reply from Elicia Lindley, Central hub manager at Care at Home Group Cheshire West and Wirral

Thanks for taking the time to leave a review, it is a pleasure to support your husband.


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Value for Money

Current Review Score: 8.2 (8.179)

Overview of Review Score

The Review Score of 8.2 (8.179) out of 10 for Care at Home Group Cheshire West and Wirral is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 3.5 out of 5 from 12 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.7 out of 5 from 7 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 3.479 for Care at Home Group Cheshire West and Wirral is calculated as follows: ( (39 Excellents x 5) + (3 Goods x 4) + (2 Satisfactorys x 3) + (7 Poors x 2) + (20 Very Poors x 1) ) ÷ 71 Ratings = 3.479

  • 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 West and Wirral is based on 7 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 = 4.7

  • 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: 6 Sep 2024

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Requires improvement

  • 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 (1)

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Frequently Asked Questions about Care at Home Group Cheshire West and Wirral

What Type of Services does Care at Home Group Cheshire West and Wirral offer?

Care at Home Group Cheshire West and Wirral offers Home Care.

How many Carers does Care at Home Group Cheshire West and Wirral employ?

Care at Home Group Cheshire West and Wirral employs 54 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 West and Wirral to verify any information. View our terms and conditions. Care at Home Group Cheshire West and Wirral has a Basic Service – more info.