1 out of 5 - Bad
1.0 Quality of service
1.0 Quality of staff
1.0 Value for money
From 1 user review
Unit 3, Bourne Court, Unity Trading Estate, Southend Road
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Latest reviews of this homecare agency
De Vere Care
very disappointed no response to non attendance...
My Mother has dementia and does not like to make a fuss she sends carers away saying she has washed or eaten or that a family member will be coming later and will do so. There have been at least 4 occasions when I have had to ring the office because no carer has been/arrived, I have been told someone will ring back but this does not happen and when I try to contact again no-one answers the phone! my family have been assured that the carers are trained to deal with dementia I find this hard to believe when they ask 'why does she keep asking the same questions?' I am aware that carers have difficult situations to deal with so realise that the time allocated may not always be sufficient, however I am struggling to understand how an agency can state what they are able to provide but not deliver this? very disappointed with this agency whom were on a list supplied by Redbridge council - when I looked for reviews for all agencies on the list none had any. I suppose thats the answer to my questions... no-one cares.......
Reviewed by Anonymous on Apr 16 2017
In response to the complaint above
Unfortunately, as the above comments were left anonymously, we have no way of responding to the service user or complainant directly. But in general response;
A high percentage of our service users suffer with dementia. Our carers do receive full induction training, including basic dementia awareness and they shadow experienced carers in the field, before venturing out to work alone.
Occasionally, we do experience problems with language barriers or carers lacking experience with specific or different types of dementia.
Carers may not be familiar with all the variety of signs and symptoms portrayed by a dementia client, which are very individual for each person and can only be learnt through hands on experience.
Unfortunately, we do not always get it right and for that we profusely apologise, for our failings in provision of service for your mother.
We do endeavour to provide the best possible service and we do encourage carers to communicate with us if they have any issues or concerns regarding their service users. Particularly where care provision is refused. We can then investigate and advise accordingly. And then take the appropriate action.
We will take the comments on board and ensure we will use them constructively.
Missed calls are unacceptable and we take this very seriously but in this particular case, we cannot take action as we have no service user details offered. Going forward we will ensure that missed calls will be monitored and addressed with staff more effectively.
We would also like to apologise for the breakdown in communication. There is a protocol in place for answering the telephones, within 3 rings but we do receive a high volume of calls, which does make it difficult sometimes to respond to queries and concerns timely.
We are constantly working on improving service and strive to improve communication between ourselves, our carers and the service users we care for.
Replied by Theresa Edwards on Apr 20 2017
A staff member or carer
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