Manorcourt Homecare (Norwich)

Carers treat client with care and dignity. They get on well with her. Only negative comment is occasions when we are not informed of time/care visits. This can result for example of dining when carer arrives. Carers themselves usually text if they are going to be late or want to come early. It is annoying to have to phone to find out time of next visit.

This company does not even warrant one star! In one week, they failed to administer medication. 3 of those days, failed to meet clients call times, turn up for lunch calls at 2.30 in the afternoon. Lost key to home, left key safe unlocked and on opening code. Staff failed to read care plans, left client without fall pendant and earring aids. No beds made or tidied and curtains left closed.

The staff were ok. One in particular was attentive.

Service has gone downhill. Three days a week it's good when we have regular carers. There are a few really good ones but unfortunately not many. We have had some recently drench the bedroom carpet with urine, then left without saying a word. Others have refused to change his pad saying not dirty enough. Constantly late which causes him pain, discomfort and exhaustion. He now will not get up unless he knows that it's going to be one of the good ones coming. When I complain to the office I am told they will get back to me but they do not.

Three carers are good we have found, all others are not, will not do what I've asked at all. When reported to the office, nothing is done, no change, and when reported damage to a new piece of furniture, they fobbed me off, either they don't have liability insurance or think that's acceptable. The only reason we didn't change is dad is moving soon, thank God.

Some staff need extra training (making beds, assisting patient). Late on calls up to two hours - could advise by phone if late or short-staffed.

Very pleased with the professional and friendly care provided to my wife.

We miss our regular carers who have moved to different areas and for the first time when rotas are issued, we do not feel comfortable when certain names appear. I am impressed with certain individuals however I would say the overall service has gone down of late.

Lovely carers, always friendly, get on well with my sister.

I can't fault the carers - they are amazing, but, the organisation above is dire. Morning visits occurred up to 11;45 which clashed with lunchtime care. Absolutely a waste of mum's money as well as their time. An apparent 'System failure' meant no carers turned up 2 days in a row, with no contact or apology, leaving mum confused and vulnerable after a hospital visit. Personally, I would avoid, unless the organisation gets their act together!

The carers are all very good while they are here but I wish they could be here longer. I always remember something after they have left.

Everything continues to be good as usual.

We put in place a care package for my wife who needed end-of-life care. The manager came to our house and carried out a very thorough and professional assessment of her needs. The carer arrived on time as promised, and was smart and charming. She was exceptionally sensitive and caring towards me and my wife and was gentle and knowledgeable in her care. I was extremely impressed and very grateful.

My experience with my carers is usually good but sometimes I do have to wait a long time, often in the morning which disorganises the times for my tablets. My food is well done - thank you.

Our mother has been having home care visits from Manorcourt for a couple of months now. Communication with management has been very good and much better than we experienced with her previous provider. Mum says the carers are generally friendly, professional, kind and thorough and although visits can occasionally feel rushed, she feels that the carers genuinely care about her.

My carers have been my carers since last November, am I happy? You bet I am, especially with the two boys. They have become more than my carers, they are family. They are kind, supportive, honest and are a complete godsend. When says are tough, they keep me going and for that, I'm truly going.

Tonight’s service for my Grandad was very poor and I’m disgusted with how my nan was treated by your carers tonight. Two carers came in and decided to dictate what was going to happen and how it was going to happen. My nan can’t do everything, she only lends a hand when she can. Her back hurts, she’s in pain. The carers are paid to do their job, supposed to come in and be respectful and help out my grandad and leave. One of the carers was quite rude towards my nan and when I stepped in and decided to say something, she was very rude towards me as well, which I didn’t like at all and my Nan didn’t appreciate it much either. They both left to do other calls leaving my poor grandad and returned 45 minutes later to finish off the job they were supposed to do earlier. I am disgusted and upset with how my Nan was treated and would appreciate it if it never happens again.

I am happy with the service provided and with the way I am treated. The carers are always pleasant and kind and happy to do what ever I ask them to do for me.

Things have been more difficult in November with last minute holidays and general shortage of staff. We felt that some new employees were sent out without full training, also language difficulties

I always find carers and management friendly and helpful. Nothing is too much trouble.