Home Instead (Hereford)

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you for this review and for your time taken to write it, with such personalisation. Yes, our vision is very simple: to allow mainly older people to remain living in their own home for as long as is possible and generally where they prefer to be, which was clearly the case in your Mum's case, preserving maximum independence without ever struggling. We try hard to be the next best person to family, in terms of supportive relationship and to give you reassurance that Mum is well in her own home.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you for this very kind and helpful review, and it is always good to witness caring relatives, often at a distance, who are concerned about their welfare, even when not direct family. We are always extremely happy simply to have an exploratory conversation, or pop out for a quick chat, and indeed give any general advice about navigating through a very complex social care environment, particularly if never encountered before, which is often the case. We're delighted to see your aunt, just twice a week, simply to check she is doing OK and support her in any way in and out of the home - we love our clients and providing the same care staff to build a great relationship.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you so much for taking the time to write this review, conveying such person-centred care. We do indeed work hard to be come 'part of the family' but with all the training and back-up of a regulated care provision, so you can trust us to look after your mother as we would want our parents supported. The bond between care staff and clients is very special and our team do genuinely care - it's far more than just a job!

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you so much for taking the time to write quite a few words of feedback and to rate us so highly. We never, ever take this high praise for granted but we simply strive to support our older generation exactly as we would want our own parents supported, living life to the full as much as possible, in and out of the home and I know we were able to support your father a great deal out of the home. Are care staff had great love for him and he is a lovely, lovely older gentleman - it was an utter honour to support him over that time.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you so much for taking the time and trouble to write this review and we are truly delighted to hear that, with some support from us this has been that 'turning point' for both him and you, as nearby family. We do work hard on matching staff to their clients, as the small team spends so much time with him and mutual understanding and relationships are so important, backed up by the professional skills and training our staff have, giving your assurance that all is well. Thank you again!

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Your story is quite a remarkable one and received with the utmost respect, as a retired physician, as your expectations of great care will be perhaps higher than most who haven't worked in the care sector previously. I know your story well, with us having supported your dear, late wife and then receiving a call, a few months later, that you might benefit from some gentle, non-invasive support. We even have the photo of the day we 'rescued' you from the hospital and brought you home! Every word of your review is hugely valued - thank so much for all of that feedback.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you for your honesty about your husband's care needs and, in your case, and despite any complexities, how we are able to support you, with nurse-led support where needed, to ensure safe care and best quality of life at all times. It's a small example of 'extra' thought and care but I recall one of our care staff thinking of your husband on Valentine's Day and supported him with flowers to give to you - a heart-melting image! We are truly honoured to support you both.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Kim, thank you so much for this very kind and thorough review. Yes, we aim to deliver exactly that, either 'the son/daughter who cannot be there' and be your 'eyes and ears' with all the professional training or, as you remembered, allowing you to 'go back to being his daughter'. I've seen photos of your dad and can see the evident bond that our wonderful care staff have built with Dad - the next best thing to being his daughter, in emotional care and support. We also work hard to be very responsive indeed to changing care needs, scaling up or scaling back, as needed, giving you peace of mind at all times.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Dear Maureen, thank you so much for this very personal and meaningful feedback and review. With our own in-house nurse on hand indeed we have worked hard to be able to ensure that, no matter what the needs are, we will always work for a care package which keeps the client safe and well at home, with the maximum quality of life which can be achieved, with their loved ones. We also have great colleagues in the District Nurse community with whom we work hand in hand. There is no greater gift we can give our clients, delivered with utmost compassion and understanding, whilst encouraging and protecting independence and choice.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Dear Diane, thank you so much for your kind and assuring words, and for entrusting your mum to us over the last 3 years - it is such an honour for us to support her. Respecting dignity and independence is a core part of all that we do and, for you, living at a distance, giving that peace of mind that Mum is under great care is also something which we know is important and valued greatly. We know that we are not the cheapest provider but start with paying what we believe we need to pay to get the very best care staff and then balance against what we hope is seen to be a fair price for great quality care, and also always ensuring we have capacity to say 'yes'.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you, Charlotte for your very kind words. Because we aim to recruit the very best care staff we can find much of what they deliver is not simply because they have been trained to do it but because they simply see the things which need doing to support a safe and great quality of life. Having clients who genuinely look forward to their small team of care staff arriving is great to hear and always what we hope, being trusted and valued visitors to the home, with all they bring.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you so much for taking the time and trouble, after a very difficult period, to write this - this is the ultimate reward for our care staff, who we try to pick very carefully to deliver this outstanding care, knowing that they have made a huge difference to the care and compassion of your mother in her time with us, and giving you full assurance that your mum was in these professional hands. Thanks for mentioning the app, yes, we try to be utterly transparent and it's great being able to give you near-real-time updates on each visit. Thank you again - we really do appreciate this!

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you so much for taking the time to publish this lovely review, particularly as, as you say, you don't normally write reviews, so this is extra special and highly valued! It is always a delight to support the existing family close by without interfering or taking away any independence of the older person (your grandmother) but supplementing previous support, where needed, in a highly-personalised way. Most of all, through a small team of care staff, we try hard to be another trusted person allowed into the life of your loved one. Thank you again!

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you for another view, Lynne, within 2 weeks of the first one received, which appears to be a duplicate, but all our response comments on the adjacent review apply again! Best wishes

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Dear Sally, thank you so much for taking the time and trouble to give such extensive feedback. Many of us are sons and daughters of our older parents, often with busy lives ourselves. We do try very hard to be extremely responsive and to start care as soon as needed, sometimes at very short notice. Keeping people, in this case together, at home, safe, well, and as happy as they can be together, is our top, top priority and we are at their service, all the time, in whatever way they wish, coupled with providing assurance to you that they well, with updates after every visit.

Reply from Andrew Wood, Director & Owner at Home Instead (Hereford)

Thank you so much for your very kind words. We really do never take this feedback for granted and always, always try to do better, as we are never happy. It is the greatest compliment when we hear that sons and daughters feel that our care staff have supported their parent, or parents in your case, in all the ways you would hope, focussed entirely on what they want and their preferences, whilst also ensuring they are safe, taking medication as prescribed, and eating and drinking well with good personal care. We care a great deal about all our clients and we love spending time with them, in such a personal way.