Home Care Provider Owned by Pathways of Hope Ltd in West Sussex

Thank you very much for sharing your feedback. I'm really pleased to hear that you find our carers friendly, cheerful, and supportive. They work extremely hard and deserve recognition for the long hours and dedication they give to clients, and I will ensure your comments are passed on to them.I also want to sincerely apologise for the experience you described when management entered your home without knocking or properly introducing themselves. This is not in line with our standards, and I fully appreciate how unsettling and disrespectful that must have felt. All staff, including management, are expected to show the same courtesy and professionalism as carers at all times.We will be reminding the team of the correct procedures for visits, including always knocking before entering and introducing themselves promptly. I also take on board your comments about ensuring carers feel supported and trusted in their duties, and I will raise this within the management team.

Thank you for the review. We have company cars that carers can use and we employ people on the basis that they will drive. However, all the carers are given enough time from one client to another. We are unsure where you got this information from as the carers themselves are aware of our driving policy and we would be happy to discuss with you further if you have any concerns. On another note, our organisation is working in line with the local authority to encourage a pollution free zone. Our carers work in the same area which is easy for them to reach, however, sometimes they get delayed by traffic which is beyond our control.

Thank you for positive feedback and for trusting us with your care.

Thank you for letting us know of your concerns. We have completed our own investigations with regards to your complaint and we also visited your mother and spoke with her. She has a good relationship with our carers and she has sweet nicknames for them. 1. We have a time limit of 30mins on every visit and our carers ensure that your mum is left comfortable, with food and fluids. The carers always overrun on most visits. They do more than the allocated time of 30mins. We understand you wanted us to administer medication against your mum's GP's advice, it is our policy to always get GP approval before administering any new medication. Your mum is always involved in all decisions and she is consulted. It will give you assurance if you meet our carers in future when you visit your mum because they are all fluent in English and you can evidence the good relationship your mum has with the carers. We have an open door policy, please free to contact us if you have any challenges in future.

Thank you for your review. I have checked your care package and care plan. You are seen twice a day in the morning and evening and or extra when you have an emergency. With regards to first aid, all our carers are trained and have regular refresher training. Unfortunately, some of your request does not meet their job description as they need trained professionals, e.g changing bandages etc. Our records show that you have been seen less than an hour of your request of needing emergency support. Please bear with us as we are trying our best to support you as these calls are not planned and we need to put a team together to visit you as soon as we can.

Thank you for the feedback. We glad you are able to enjoy life at 90.