Birchwood Care Services

Birchwood House, Stockland Green Road, Speldhurst, Tunbridge Wells TN3 0TU
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9.6 44 Reviews
  • Birchwood Care Services, Tunbridge Wells
Established for over 18 years, Birchwood Care Services offers quality tailored home care to the elderly in Tunbridge Wells, Tonbridge, Maidstone and the surrounding areas including West Malling, East Malling, Sutton Valence, Headcorn and Staplehurst.

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.
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Care Provided by Birchwood Care Services

Types of Home Care

  • Visiting Care
  • Overnight Care (Sleeping)

Minimum Visit Duration (Visiting Care)

  • 30 minutes

Contract Durations

  • Ongoing / Long Term
  • Respite / Short Term

Age Ranges

  • Older Person Care (65+)
  • Younger Adult Care (18-65)

Personal Care Services

  • Washing & Dressing
  • Toileting Assistance
  • Medication Assistance (Oral)
  • Companionship
  • Continence Care
  • Feeding & Drinking Assistance

Household Services

  • Cleaning Service
  • Food Preparation & Serving
  • Laundry Service
  • Shopping Service / Errands
  • Transportation Service

Other Care Provided

  • Dementia
  • Parkinson's Disease
  • Stroke
  • Cancer Care
  • Palliative / End of Life Care
  • Learning Disability / Autism
  • Mental Health Condition
  • Physical Disability
  • Visual / Hearing Impairment
  • Alcohol / Drug Misuse
  • Hospital Discharge

Funding & Fees

  • Hourly Visiting Care Fees: from £29

These prices are only a guideline, please contact Birchwood Care Services to find out the exact price for your requirements.

Funding Types Accepted

  • Private Funding (Self-funded)
Explain these funding types

Good to Know

Owner

  • Malvirt Ltd

Person in charge

  • Jackie Napier (Registered Manager)

Birchwood Care Services Reviews (44)

9.6

Birchwood Care Services has a Review Score of 9.6 (9.583) out of 10, based on 8 reviews in the last 2 years.
Over all time Birchwood Care Services has 44 reviews.

Overall Experience
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Date Published
  • 44
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Reviewer Connection to Birchwood Care Services
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Total of 44, showing 21-40
Review from G M (Client) published on 18 February 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I was very pleased indeed to have my carer look after me so well and for her to make such a transformation in the house. She was very patient and good to work with.
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Review from S M (Client) published on 16 February 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
We have had 3 different young women to clean during our first month of using Birchwood Care. They have all been extremely polite, excellent workers and very quick.
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Review from P S (Client) published on 26 November 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Since contacting Birchwood Care Services nearly 6 months ago I have been impressed by the kindness and consideration I have experienced by everyone. The initial phone call and assessment were helpful and reassuring and following this, I have received daily assistance from the same carer which I have
greatly appreciated. Her days off have been covered by two other competent and caring staff.
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Review from Pauline M (Client) published on 25 November 2020 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
The staff treat me respectfully and are polite.
I find the staff usually do what I ask. Some of the staff go the extra mile.
We had a dog and the staff were fine with her which I was pleased about.
When my dog died, the staff did their best to help me get through this difficult time. Especially
with my husband is in hospital. The staff tried their best ti comfort my husband and myself when our dog died.
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Review from Iris F (Sister-in-law of Client) published on 1 June 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
When elderly relatives needed care I contacted Birchwood Care Services as I was impressed by the range of services offered. From the first contact by phone I was reassured by the efficiency of the response and my confidence was well placed. All calls have been answered with patience and helpfulness.
All the carers have been kind and caring and have continued to meet my needs - their visits were looked forward to and enabled the couple to stay in their home as long as possible. The family are grateful for the efficiency, humanity and dedication shown and would happily recommend Birchwood to anyone.
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Review from A H (Daughter of Client) published on 1 June 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My mother was very well looked after, they were very polite and called out to her when entering the property, asked how she was and always ready to do what was needed. The girls do their job with a smile and cheered my mum upon arrival. Nothing ever seemed too much trouble for any of them. My heartfelt
thanks go out to them.
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Review from J S (Sister of Client) published on 28 April 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I am so pleased to have found you all at Birchwood. It has made a huge difference in my sister's life and the rest of the family, who are so grateful. The situation was difficult. My sister really looks forward to meeting up with her carer and gets quite excited at the thought of an outing. You are
all brilliant, caring, helpful, and empathetic.
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Review from Maurice K (Son of Client) published on 28 April 2020 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
My brother and I have been very impressed with the care Mum has received since you took over her care in March 2020. It is great to hear that Mum and her regular carer have developed an excellent relationship, which can't always be easy when dealing with a client with moderate t advanced dementia. I
have not been able to visit Mum since 20th March so am very grateful that your staff has kept me well informed. Finally, glad to hear that a third daily visit has been introduced. Thank you for all you are doing. Kind regards.
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Review from S C (Sister of Client) published on 27 April 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
We have been very happy with the care my sister received from Birchwood Care Service. Our only reason for cancelling that care is connected to the COVID-19 pandemic. At this difficult time we felt my sister would be safer if we reduced the number of people going into her home. We now have two private
carers who are happy to look after her.
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Review from C B (Daughter of Client) published on 17 April 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Birchwood have been amazing. Very kind and considerate and my Mum's carer has been fantastic with my Mum. I would highly recommend Birchwood.
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Review from W W (Client) published on 6 January 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I would be more than happy to recommend all the staff at Birchwood to my friends and relations, for the excellent way my wife and I have been treated by every member of the team at Birchwood Care Services.
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Review from Diane G (Daughter of Client) published on 22 August 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have been impressed with the standard of care and efficiency provided. We have a regular carer which is of high importance to my parents. The emailed rota is extremely useful as I can remind them of the times which, although they vary by half an hour or more, is not a problem as long as they know
in advance. Mum and dad were very proud and touched to be given the "client of the month" gift on their carers nomination.
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Review from T L (Son of Client) published on 12 June 2019 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Very good service. Friendly with the client, efficient, respectful and caring.
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Review from Geraldine C (Daughter of Client) published on 3 June 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother has received extremely attentive and personalised care from the people providing this. They are cheerful and compassionate in their dealings with her and have been very helpful in giving feedback to me which has been crucial in ensuring that I have the information needed to help my mother
get the treatment and care she needs from the health service.
Furthermore, I have always found the manager of the carers to be available when I have needed to communicate and attentive to what I have to say. This has been enormously reassuring during a difficult time as my mother's health and capabilities have been in decline and due to distance, I am not able to see her as often as I would like.
I would have no hesitation in recommending this agency for care.
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Review from Virginia M (Daughter of Client) published on 12 February 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
Exceeding expectations are the best words to describe the care that Birchwood Care Services provide. I have been extremely impressed by the level of service they have provided to my mother, adapting to her needs on a weekly basis. Living three hours drive away from Kent, it is a huge relief to know
that I can count on Birchwood staff to turn up at their set time and go the extra mile (literally some weeks in driving my mother to a funeral and then to a doctors appointment that I couldn't get down to Kent for).
Their level of care and attention means that I can recommend them 100%.
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Review from Kim C (Client) published on 12 February 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
Very good staff, compassionate, caring and friendly.
Always make the bed and empty the commode, notice problems with health and give directions.
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Review from David M (Son of Client) published on 11 February 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
Birchwood provide an efficient, professional and efficient service. One of the best things about them is consistency of care with, apart from leave dates, the same carer calling on my mother each day. They are approachable and always respond quickly and helpfully to any queries.
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Review from Pauline S (Daughter of Client) published on 11 February 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
My parents are very happy with all Birchwood staff and the quality of work and care. It is comforting to know your staff have dementia training.
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Review from Primrose P (Client) assisted by family/friend published on 8 May 2018 Submitted via Postal Card • Report
Overall Experience 4.0 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.
Reply from Wendy Ryan at Birchwood Care Services

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.

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Review from Daphne R (Client) published on 8 May 2018 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Very helpful girls. I have no complaints about them.
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Current Review Score: 9.6 (9.583)

Overview of Review Score

The Review Score of 9.6 (9.583) out of 10 for Birchwood Care Services is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.8 out of 5 from 8 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 4.8 out of 5 from 8 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:

  1. 5 Points are available for the Average Rating from all Reviews in the last 24 months. The Average Rating of 4.783 for Birchwood Care Services is calculated as follows: ( (37 Excellents x 5) + (8 Goods x 4) + (1 Satisfactorys x 3) ) ÷ 46 Ratings = 4.783
  2. 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 Birchwood Care Services is based on 8 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 = 4.8
  3. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
  4. If a Home Care Provider does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

Care Quality Commission (CQC) Rating

Date: 19 May 2023

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

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Awards / Recognitions (1)

Meet the Team (2)

Jackie

Jackie Napier

Job Title: Registered Manager Joined: 2023

I'm new to the business but ready to get stuck in!

Holly

Holly Lloyd

Job Title: Senior Co-ordinator Joined: 2017

I'm always available for my care staff. As much as I support each one, they give the same support back.

Information on this page is displayed without responsibility for its accuracy on the part of homecare.co.uk. Please contact Birchwood Care Services to verify any information. View our terms and conditions. Birchwood Care Services has an Enhanced Service - more info.