Birchwood Care Services

Birchwood House, Stockland Green Road, Speldhurst, Tunbridge Wells TN3 0TU

Established for over 12 years, Birchwood Care Services offers quality tailored home care to the elderly in Tunbridge Wells and the surrounding areas. Tonbridge and Edenbridge.

Care packages are personalised to meet individual requirements on a short-term or long-term basis, and include assistance with all day-to-day activities such as personal care and domestic chores, alongside companionship and convalescent care. An emergency care package is also available that can start within 48 hours.

All staff are carefully selected, have a wealth of experience and are continuously trained to ensure friendly, person-centred care and support are constantly delivered to a high standard.

Owner : Malvirt Ltd

Person in charge: Wendy Ryan (Manager)

Type of Service: Home Care Agency (Privately Owned)

Provides Carers directly to the general public: Yes

Number of Carers: 23

Services Offered: Adult Care (18+) • Personal Care (on a contracted hours basis) • Personal Care Assessments • Risk Assessments in the Home

Care Offered: Call in Service • Cleaning Service • Companionship • Dementia • Domestic Services / Home Help • Elderly Care • Food Preparation & Serving • High Dependency Care, two carers attending • Hospital Discharge • Laundry Service • Learning Disability • Personal Hygiene Care • Physical Disability • Sensory Impairment • Shopping Service / Errands • Sit in Service • Transportation Service

Latest Care Quality Commission* Report on Birchwood Care Services: click here

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

Overview

The Review Score of 9.2 (maximum of 10) for Birchwood Care Services is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.2 out of 5 from 6 Reviews over all time. This Average Rating is also the rating value for Birchwood Care Services in Google's Search Results - more info

  • b) The score for the number of positive Reviews is 5 out of 5 from 5 positive Reviews in the last 12 months.

Detailed Breakdown

  • a) 5 Points are available for the Average Rating of all Reviews over all time. For each review the Home Care Agency / service is rated Excellent, Good, Satisfactory, Poor or Very Poor on a number of areas eg Staff, Management etc. The Home Care Agency receives points for each rating as follows: Excellent = 5. Good = 4. Satisfactory = 3. Poor = 2. Very Poor = 1. These points are added up and then divided by the total number of completed ratings to generate the average rating.

    The Average Rating of 4.171 for Birchwood Care Services is calculated as follows: ( (10 Excellents x 5) + (23 Goods x 4) + (2 Poors x 2) ) ÷ 35 Ratings = 4.171

  • b) 5 Points are available for the number of Positive Reviews in the last 12 months. If there are no Positive Reviews in the last 12 months, then 2.5 points are available for the number of Positive Reviews in the last 2 years. A Positive Review is defined as any Review with 'Extremely Likely' or 'Likely' in answer to the question 'How likely are you to recommend this Home Care Agency to friends and family if they needed similar care or treatment?'

    The 5 points available are broken down as follows: 3 points for the first Positive Review, 0.5 points for each of the next 4 Positive Reviews ie an Home Care Agency needs 5 Reviews to receive the maximum score of 5 points.

    The 5 Points relating to the number of positive Reviews for Birchwood Care Services is based on 5 positive Reviews in the last 12 months and is calculated as follows:

    1. 3 + 0.5 + 0.5 + 0.5 + 0.5 = 5

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

9.2 Birchwood Care Services has a Review Score of 9.2 (9.171) from 6 Reviews

Average Ratings

  • Excellent
    1
  • Good
    5
  • Satisfactory
    0
  • Poor
    0
  • Very Poor
    0
  • Don't Know
    0

How Likely are the Reviewers to Recommend Birchwood Care Services?

  • Extremely LIKELY
    3
  • Likely
    3
  • Don't know
    0
  • Neither Unlikely or Likely
    0
  • Unlikely
    0
  • Extremely UNLIKELY
    0

Reviewer Connection to Birchwood Care Services

  • Client / Service User
    4
  • Daughter of Client/Service User
    1
  • Son of Client/Service User
    1

Very helpful girls. I have no complaints about them.

How likely would you be to recommend Birchwood Care Services? Likely

Overall Standard

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Average Rating:   4 out of 5

I have had many care agencies over the past 15 years, none has come anywhere near Birchwood for quality and the very high standard of their Carers.

How likely would you be to recommend Birchwood Care Services? Extremely Likely

Overall Standard

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Average Rating:   4.8 out of 5

Do not know what timescales Carer use - at present times all over the place. I have repeatedly asked and was informed they come within what is in their instructions i.e 8-9 am but could be 7.30 am when not awake or 11 or 12 evening. They turn up anytime between 6pm-8pm or thereabouts when the instructions stated 7.30-8pm.

How likely would you be to recommend Birchwood Care Services? Likely

Overall Standard

Staff

Care / Support

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Treated with Dignity

Value for Money

Average Rating:   4 out of 5

Wendy Ryan at Birchwood Care Services responded to this review on 08 May 2018:

I was very pleased to see our client was satisfied with the overall standard of care given, and they thought our staff were excellent. We all work towards delivering an excellent service.
It was disappointing however to see that our client was not satisfied with the timings of the carer's visits.
We endeavour to arrive as near as we possibly can to a given time, and work in geographical areas to enable us to do this. Unfortunately, this is not always possible due to going from point A - B, which depending on where our clients are located may mean negotiating town traffic.
Our operational times run from 7am - last call 21.00pm, no staff work after the latest visit time.
We have a complaints process that all clients are aware of, and there is information held within every client's file, should they which to complain about any aspect of the service.
If a Complaint is received, this is acknowledged Investigated and responded to.
Although as a Manager I would like to think that we provide an excellent service, it would be unrealistic of me to think that things go to plan all of the time.
Receiving a Complaint is as I say very disappointing, but it is our opportunity to review our systems and the way we do things and try our best to make improvements in the future.

The girls are respectful and considerate and very caring and professional in the care of my father.
The only downside is that sometimes they are very pushed for time and then have to rush which Dad can find a little upsetting.

How likely would you be to recommend Birchwood Care Services? Extremely Likely

Overall Standard

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Average Rating:   4 out of 5

Generally good. Main advantage is a fairly small team working with my mother, and a fairly stable team, so she has been able to get to know them. Also, they are all kind and helpful, and include some carers who are exceptionally so, with whom my mother has formed a genuine bond of trust.

There have been a couple of organisational hitches but generally, administration works well.

On a small number of occasions, the visit has taken longer than the time allocated, because of the needs which have needed addressing. More often though the visits are a little shorter than the time allotted. This is not a problem when I am there, but from this point, I will be there less often and I would appreciate the reassurance that the full 30 minutes will be given on those occasions as it is the only contact on some days my mother will have with other people.

It would be helpful to have a fully itemised invoice when paying, Does your telephone login service provides printouts of visit durations?

How likely would you be to recommend Birchwood Care Services? Extremely Likely

Overall Standard

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Value for Money

Average Rating:   4.3 out of 5

Especially in winter, the carers have to wear boots or trainers. I feel it is important that they are provided with plastic over covers for their footwear, they have to stand on the bathroom when helping me wash or bath and to me that is not exactly hygienic. Secondly when I have to cancel a visit the message does not get given to the carer attending me, which means sometimes they come over 10 miles and then find me not in. That's a waste of time and petrol which they have to pay for. They all carry phones so it should not be difficult to deal with this situation. The carers are kind and will do anything to help me.

How likely would you be to recommend Birchwood Care Services? Likely

Overall Standard

Care / Support

Management

Treated with Dignity

Value for Money

Average Rating:   3.8 out of 5

Wendy Ryan, Manager at Birchwood Care Services responded to this review on 23 Jun 2016:

It is very pleasing as Manager of Birchwood to see some very positive aspects of a recent review given by one of our clients. The comments raised regarding shoe protectors, and cancelled calls I would like respond to giving our company's policy on.
Shoe Protectors are available and issued to staff in certain circumstances. Indeed some clients supply and request that staff wear these to protect carpets. A Bathroom environment however with slippery surfaces may not be suitable for shoe protectors to be worn, and may in fact be a potential health and safety hazard.
If a client cancel's a visit with our office a phone message or email is sent to the member of staff due to visit the client.
We do however relay on staff checking their messages, or responding to our request to ring our office. If they do not respond this is when unnecessary journeys are made, which is beyond our control.

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