Hales Home Care (Leeds)

Reply from Irene Amarante, Digital Media & Marketing Manager at Hales Home Care (Leeds)

Thank you so much for taking the time to share your feedback with us. We value your insights as they help us continually improve our services. We are committed to addressing the issues you've highlighted to provide you with a consistently good care experience. Please reach out to our Quality team at quality@halesgroup.co.uk should you wish to discuss any concerns further.

Reply from Irene Amarante, Digital Media & Marketing Manager at Hales Home Care (Leeds)

We appreciate your feedback and are delighted to hear that you are very happy with your regular carers. Your comfort and preferences are very important to us. Whilst it is in the overall interest of our services to ensure we employ a diverse workforce, we do not wish any of our service users to ever feel uncomfortable when receiving care. We will certainly take this into consideration when arranging care for you and have updated our records accordingly. Your feedback will help us enhance our services, as we work on improving our communication channels and ensuring that on the rare occasions that our carers are held up in an earlier call, we ensure all subsequent service users are kept up to date. Please don't hesitate to reach out to us at quality@halesgroup.co.uk if you have any further concerns.

Reply from Irene Amarante, Digital Media & Marketing Manager at Hales Home Care (Leeds)

Thank you for taking the time to leave us a review. We value your feedback and apologise for any inconvenience you've experienced. We are committed to ensuring that your needs are met effectively and promptly. Please feel free to reach out to us directly so we can discuss your specific requirements and make the necessary adjustments. Please give us a call on 01132083346 or email quality@halesgroup.co.uk.

Reply from Nicola Mewse, Managing Director at Hales Home Care (Leeds)

Thank you for your review of the care received. We take all feedback very seriously. We are disappointed you did not feel able to discuss your concerns directly with the service during the brief period of care provided. We can see from the care records that you had previously been providing care for your Mum and arranged for provider support whilst you were on holiday. This will have contributed to your Mum’s reluctance to accept care and support, and the lack of familiarity your Mum had with the equipment necessary for professional care providers to use to safely lift and position service users. Our records show that a concern was raised regarding one incident of a wet towel via the social worker, however, unfortunately, this feedback didn’t reach us as a provider until after care had ended. I have referred to our digital records in which your Mum’s name is correct and we are not aware of any time that this wasn’t used. Male care staff, working as part of a female and male double up team, was explained during the commencement of the package of care, and at no time were male staff delivering personal care. Our records show that care, from female care workers, was refused on 7 occasions in the 7 days. We appreciate how unsettling the period would have been for your Mum, having not received care before from anyone other than family members, and particularly as you were not available to provide reassurance. Our records show that our care workers acted professionally in line with our policies, including requesting a healthcare referral where they had concerns as a consequence of care being refused. We do hope you and your Mum have now sourced suitable care provision for your needs.