Nobilis Care South Gloucestershire

Care is variable, dependent on experience and attitude of the carer. Changes requested in the January review have still not been implemented (e.g. ask if vegetables are required with evening meal/offer yoghurt). Medication is not always prompted (recent antibiotics), was this communicated by management? Most carers are courteous and positive, cheerful in outlook and my Mum enjoys their visits. A small number persist to ensure personal care occurs.

At times I don't feel listened to.

Good company. We have had a few issues with not being showered but this seems to be sorted, but took months. The bed has brown stains on and smells of wee and it has not been changed. Clothes are not changed often.

The carers are amazing! They are so supported and caring to me and make me at ease and comfortable around them. Some people in the office let them down by being rude and they ignore me sometimes.

Carers that called were not professional and were very robotic, none showed any care or compassion and one female carer never even looked or spoke to my wife during her visit. One female carer actually changed into her uniform in the back of her car before she came into the house. No carer bothered to read about her medical history and time keeping was very poor, by all carers. None of the carers could hold a proper conversation and seemed out of their comfort zone when faced with something a little out of the ordinary; one carer wanted to put our bin out for something to do. My overall impression was that staff are not properly trained and lots of money is being spent by the council/health system on a caring system that wasn't providing a lot of care. Having said all the above, my wife was originally allocated one and a half hours per visit but this was not needed from day one, we did not want carers calling and it was cancelled after three weeks but having cancelled carers calling; one turned up and rang me three times on my mobile asking where we were, which puts into question office operating skills and organisation skills. I'm not a moaner normally but Nobilis asked for feedback so you have it, I don't really expect anything to change and you have to get the staff you can to keep the numbers up to deal with clients. When one of your carers called, I asked her to take her shoes off as it was pouring with rain and we didn't want our new carpet covered in dirty shoe marks, she said no, as we may have operating mechanical equipment or dangerous animals in the house, I assured her we didn't so reluctantly she took her shoes off. Another carer said she was allocated one and a half hours and she would stay for that length of time, I told her we wanted to go out and she really wasn't required, she said we could go out and she would stay in the house whilst we went out and she would shut the house up. Obviously that didn't happen and she left. Common sense seems in short supply with the carers provided, and they have been turned into company robots and don't use their own intelligence. This response was not a negative one and it was meant as an honest appraisal of the services provided.

The staff that have been providing my husband with help have been very friendly and caring and happy to talk to us. My only issue is that the time of the visits have been getting later and later which on a Wednesday is an issue and causes me stress as I have to leave the house all day not knowing if they have arrived. Further to my phone calls to the office, about the fact that staff googling our address are sent to a cottage further down the lane. I have been to apologise to the people at that cottage as many of your team have knocked on their door and they are elderly.

The carers were good on the whole but many spoke only broken English. This created a communication problem. Office staff, in particular management are not fit for purpose! They never respond to enquiries or complaints. Abysmal!

Only concerns are the evening visit times can be haphazard. The care in general is very good.

The times vary when they come. Bedtime has been 6:05pm to 6:40pm. Too early. Then a few days they are ok. 7:30pm to 8:20pm, sometimes 9:20pm. Mornings vary too. I like between 7am and 8am. Sometimes it is after 9:20am. One morning after 10am. I know I have to allow for sickness.

The girls come in a cheerful mood, they do the jobs that I could not do myself. Thank god for Nobilis.

I have been extremely grateful to have received support during a difficult time recovering from a broken shoulder and unable to carry out basic tasks. Without any notification, I was moved from another care provider to Nobilis Care. While the overall care needs were fully met I found that being confronted each day with a different young male carer to attend to my personal care was frankly traumatic. I felt insecure, vulnerable and lost my dignity, which had not been the case with the female carers before. I have tried to become independent again as quickly as possible, understanding the demands of the care system and despite these comments, I remain grateful for your services.

Very happy with the service. Lovely girl, very good at her job.

Services provided are very good, one hiccup for us, there is no time slot we seem to fit in when the staff are available. My husband's carers have all been very good, supportive and happy to do anything for him, they are excellent, my only problem with Nobilis is that I do not have a regular time slot, I asked for between 9 to 10 am, it would suit my husband best. However, I have been asleep and they have called at 7 am which I said was too early, also 8 am visits as well. 9 or 10 am would be more suitable, this week for instance, it has been 11 am visits so I find this very difficult to plan my day. I am not sure even if I can have my morning shower, in case they arrive. A set timeline would be very good.

Difficult to quantify as so many new carers are being recruited and there isn't any real consistency to enable a competent comment. With the long-standing carers, they are good and efficient but the fact remains that the carers that come can often be ones that have not been seen for weeks. My feeling is that the care administered suffers from this. There is often a lack of interaction between the carer and the cared-for because of this. Also, there are language difficulties which arise sometimes. My view, as someone with quite a long experience of being cared for is that the caring is something of a partnership with the carer exercising their skills and involving the cared for person. This builds a relationship of mutual satisfaction. Surely this should be a large part of the care package. They are called carers for a reason. Should get beyond the "stand please" and "sit down please" or whichever is needed. Caring is a very important service and should not be underrated and we are all grateful. Cared-for people may only get one visit daily, if there is an easy-going familiar atmosphere when that happens that surely is beneficial to all.

I have had Nobilis for 1 year now. For much of that time things were difficult or very difficult because I was seeing different carers every day - some very experienced, some middling, some utterly inexperienced - shouldn't have been on their own - some couldn't speak English/I couldn't understand their attempts to. Since having the same carers every night (and the same replacements on their days off), things have been excellent.

Care provided can be mixed and times of the visit vary. E.g. last night carers put mother-in-law to bed before 7:30 p.m. The carers' command of English is not always good and written messages are not always read or followed.

Always polite, very considerate. Cheery in the mornings.

Most carers we have seen are kind, considerate and make my Mum laugh. We are looking forward to working with a named carer which will enable my Mum to build up a relationship. Mum has severe dementia so it's important for her to feel comfortable and safe.

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