Kensa Health Home Care - Bournemouth

Thank you very much for your feedback. I am extremely glad to hear that you were pleased with the service we provided to your husband and that you would highly recommend us. I’m delighted that you found our carers to be professional and that you were both treated with great dignity. I will pass on your thanks to the carers that visited your husband, they will be very happy to receive such positive feedback. We would be extremely happy to help if you require our services in the future. Read less

Thank you for your feedback. I appreciate the time you have taken to leave a review. I am glad to read that you regard our service as very reliable and you have rated our organisation with five stars. I am happy to read that you look forward to visits from our carers and you have described them to be thorough, light-hearted, and affectionate. Rest assured, our team remains dedicated to all our clients and during adverse weather conditions we have a steadfast contingency plan in place to maintain continuity without any disruptions to your visits. Thank you again for your kind words. Read less

In response to your feedback in regard to some carers not staying the full allotted time and not cleaning up to the standards you require, I have checked our communication logs and have been unable to find any correspondence in relation to these concerns. I thank you however for bringing this to my attention and I can assure you I will investigate the feedback you have given and address the concerns with my team. Please never hesitate to contact me or the team in the office if any issues arise, we are always happy to help. Read less

Thank you for your feedback. I am glad to hear that you regard the standard of care, professionalism and support from our carers as “first class”. In response to your feedback surrounding last-minute changes to carers and times, we endeavour to give you as much advance notice as circumstances allow, but sometimes it is simply impossible. We try to ensure when changes happen that services are provided as close as reasonably possible to the agreed times. For any reasons outside of our control for example where carers attend an emergency situation, we will contact you as soon as time allows to confirm alternative arrangements. I will contact you personally to discuss your concerns further. Read less

Dear Julie, Thank you for your feedback. I appreciate the time you have taken to leave a review. I wanted to reach out and apologise for the difficult experience you had with our team. This is not typical of us and I can assure you we take all complaints very seriously. We have tried to address your concerns immediately, namely your concerns surrounding the cleanliness of your mother’s property and your request for two keys to be used when locking the front door. Some of these issues were actioned straight away, whilst other concerns required a little more time to allow for questions to be raised and responses to be given by our support workers. We felt we had managed to resolve most of your concerns at the time. As it may be too late in your case to reconcile these issues, I would like to let you know that we have reflected on your feedback and highlighted your experience in our team meetings. This will lead to further improvement withing our service. Read less

S. Preston (Registered Manager) Read less