Epoch Home Care (EHC) Limited

Reply from Epoch Home Care (EHC) Limited
Wed, 07 Feb 2018 09:44:00 Z

Thank you for your review. As a company we would like to take the opportunity to respond to your review. Epoch Home Care is coming up to being three years old. We still have a very small client base and a large number of carers. All of our carers are inducted and fully trained before putting on our uniform. The Care Quality Commission checked all our paperwork when carrying out of our inspection. Our turnover of staff is very low. Everyone that started with our company at the start is still working for us. You did indeed need sits; but you would only welcome one carer and this unfortunately was not feasible for various reasons, including days off, etc. When that carer went on holiday you would cancel your care for the duration of that holiday. Although we have a waiting list we kept you as a valued client during this time without asking for a retention fee. When you did have care most of it was spent taking care of things for your son, rather than yourself, including his laundry, etc. In total you met 6 separate carers in the whole time we were responsible for your care package which was for a duration of 19 months. This is not an excessive number. Your care was funded, you are correct; but you were responsible for paying our invoices from the money that was sent directly to you by social services. A month prior to us finishing providing you with our services you were approximately £4400 in arrears. Your invoices were not incorrect every month and our manager came out to your home and sat and had a meeting with you and went through them and discussed the charges, etc. You were happy with the outcome yet still did not contact us to clear your outstanding balance until three months after we gave you notice when we continually tried to contact you to clear them. I would also point out that you lived approximately 8 miles out of our service area and would regularly cancel your care with five minutes to spare of the carer arriving at your home. This was still chargeable in line with our 24 hour cancelation policy yet you were under the assumption this did not apply to you. As for us having issues with your son having Asperger’s – we absolutely refute that comment. We are a care company and we supply care for all different people; including people with Asperger’s. Towards the end of your care we felt that we could no longer meet your needs as a care provider and suggested you may benefit from a personal assistant. We gave you the correct amount of notice by letter and wished you all the best for the future.