Cera - Conwy (Premier Care)

The app helps me keep up to date with each visit report. I simply don't know what I would do without them.

I cannot praise the management team and carer in the field for the help and support my mum has received and continues to receive. They are all very helpful and genuinely care about my mum, and make sure her needs are met and she is happy and content in her own home. Recently we lost my Dad, and the team have supported not only my mum throughout this tough time but they have also made sure I am doing OK. The management team always responds to any messages I leave and they are accommodating when it comes to changing call time to support any appointments Mum may have. They are supportive and always keep me informed of any calls that are not going to be at the scheduled time. The team as a whole is fantastic, and I cannot thank them enough for the support they are giving to my mum and the peace of mind they are giving to me.

This is disgusting that carers are leaving clients to wait and not sticking to times, then leaving before their time which clients are paying for. I'm a level 3 carer and in my time of being a carer I always got there on time or just before and always stayed the time I was supposed to be there. I would definitely not have this company. I have many a time had to go and sort out everything because of being late or not turning up this is not acceptable.

Could I just tell you that my carer is first-class and I feel very privileged to have her help. She is professional, polite, friendly, capable and knowledgeable about health and care issues. She is very cheerful and well-presented too. All the carers I have experienced with Premier Care have been lovely.

Because they ignored me I wrote my review with less than needed experience, they didn't tell me but they've cancelled my care. I can't walk, my house isn't disabled-friendly. I've UTI and sores because of late calls. The carer today never shadowed anyone and was new to caring. She broke down in front of me saying she didn't know what to do, poor lady. Avoid this agency.

I have recently got a package of care with Premier Care for my mum. They have an app I can get on my phone which is fantastic and tells me everything I need to know. Rest assured as I can now sit back knowing that my mum is taken good care of and is very much looked after. All of the carers are well-presented and always go into all of her care calls with nothing more than respect for her. Nothing is ever too much for them and they don't leave my mum's call without knowing everything is done for her. The office has been great for changing calls to suit my mum regarding hospital appointments etc and never a hassle for them to do so. This team are fantastic!! Thank you Premier Care. They Care!!

An absolute appalling company, and should be avoided like the plague! I have never come across such abysmal management of a company responsible for people's health and well-being. They need investigating and investigating ASAP. If you care about your loved ones, do let this company anywhere near them. I have experience of them failing to turn up at all, and no contact, miss administering vital medication, and turning up at times that suited them not their patient. One carer turned up, made a cup of coffee for my dad, and left him in bed as "he wasn't a carer"! I could go on. If you care about your relative, avoid this company or you will regret it.

Where do I start? If you raise complaints about the care, nothing is done. Most of the carers are good, however, there are some that don't care about the client, and neither does the office. Mum has two-handed calls four times a day. On several occasions, only one carer tuned up if you complain they pull the care package. They don't consider the implications of turning up late. Mum has dementia and needs stability and assistance with all care. If they are late and I've been at work it has meant my mother has been left without drinks or repositioned. Her care plan has not been followed on several occasions. The carers have often said they have not had time to drink, running late, and added calls. How do you expect the carers to be able to give care to their clients? Unfair to the client's family and your staff. All I wanted was for the care plan to be followed as you agreed when you took on Mum's care package.

My mother received end of life care following a discharge from hospital in June 2022. Premier Care were efficient in setting up 4 times a day double handed calls at short notice and the carers provided a caring, respectful and empathetic service in very difficult circumstances. Thank you.