Agincare Omdömen 

My father was at Regency Care Home in derby for 4 months before I moved him out due to failings in his care.

I have complained direct to agincare and a safeguarding complaint was upheld. I think other people should be aware of this!

I found management of this Care Home very good at trying to either deflect or put problem back at you by saying I hadnt reported to the "correct" member of staff.

One massive problem is items of clothing going missing, plus poor procedures in place, this resulted in my father being not monitored correctly and skin cancer being diagnosed on his ear, which if i hadnt of chased myself it wouldnt have been diagnosed!

Care staff were mainly ok.

Hopefully my fathers case will be learnt from but I think Regency still has a lot of work to do!

The genuine care and sincere compassion of all the carers. I know my mother is in safe, reliable,consistent and friendly company. I’m very happy in the knowledge that she is in the best and professional hands of AGINCARE. Thank you.

I would like to express my appreciation for being part of such a professional and supportive company. The organisation consistently maintains a high standard of practice and always follows company policies and protocols.

The line manager and all staff members are very kind, approachable, and supportive. Their guidance and teamwork create a positive working environment.

Kind regards,
Tasawar Soomro

I was recently discharged from the wonderful Kingfisher rehabilitation ward at Andover War Memorial Hospital.
Agincare Andover provided me with home support for a fortnight.
The care staff were wonderful - going above and beyond what was expected. I can't praise them highly enough and I thoroughly recommend Agincare

They are all just amazing caring people from management to careers and utilities to entertainment xcant do enough for the people they care for

Agin always provide a good service to my mum, she is safe, happy and well cared for

The excellent care my mother receives from all the staff is amazing. Everyone is treated like individual with dignity, respect and a smile. There is always laughter & plenty of activities to keep everybody engaged. As a family member who doesn’t live near by the communication with every member of staff is excellent.
It is never an easy decision to make when a loved one needs full time residential care but we were extremely fortunate to have found Gorseway Park Manor. As my mother’s needs have changed since being there, her care has been adapted and she is very comfortable & contented

There are some very unsavoury experiences going on at Swan House in Winslow, recently taken over by Agincare.

This is when all the problems for my mother and myself started. Care home rents increase annually and this company made it quite clear to me, with a recent increase in fees of £430 pcm, taking a 31 day month now up to £7068, that there would be no negotiation on this rent whatsoever. Also, there is absolutely no ceiling on these rent increases. We weren’t even allowed to pay her care home bills against her unsold home yet as they “don’t do that”. 

Not only that but they want personal allowances to cover all extras, i.e. hairdressing and chiropody et cetera. These are often included in other rents elsewhere I’ve since discovered.

The worst thing that happened since Agincare’s takeover was that my mum had jewellery stolen from her person twice and her bedside cabinet once, all boxes and bags emptied and all the rest of her jewellery stolen over a period of 3-4 weeks. 

This was not investigated by the company as, apparently, they were waiting for the police investigation to take place! I’m certain the thief was checking what would happen if they stole the necklace first of all and, as nothing did, they carried on stealing from her.

It’s taken me weeks and weeks to sort out an email sent to them by the police, closing the case, as no evidence was sent, which would have allowed them to open their internal case in April after the thefts all took place in March!

Since then, I’ve had absolutely no support from them regarding these continued thefts and not even after an official complaint was made. I was simply told that they couldn’t investigate until the police had closed down their investigation! It’s now July and, as far as I know, no investigation has yet begun. 

Swan House told me they hadn’t ever seen an email from Thames Valley Police so I’ve asked them to resend it and to send me a copy. This cost me a lot of time in form filling and telephone calls.

I’ve now had to go to the CQC to instigate an investigation, the Thames Valley Police myself, to follow up on their investigation that never happened, the local authority safeguarding team and now the local ombudsman at the council several local councillors and our local MP to try to get something done.

My mum had been wearing the same necklace since she moved in, which suddenly, having had it valued from a photograph, and from a repair that was made by a jeweller when a carer broke it during personal care time, was valued at £4500. She subsequently had a bracelet stolen from her wrist, two other gold name necklaces stolen and 3 pairs of cheap earrings. We had no idea of the value of the necklaces all that time ago, but the value of gold has since skyrocketed. The total value now comes to a little over £10,300.

Swan House now tell me her inventory was lost in the takeover, making it difficult to pay out any money at all even though their terms and conditions state that they will pay £500 per item.

I do have photographs of when she moved in, wearing this necklace and more throughout the years up until she departed Swan House. That should be proof enough as all their decor is everywhere. Nothing was stolen from my mother during Ambient’s running of this care home.

I can’t tell you how difficult this has been and how stressful plus expensive. I have also now had to move my mum from this care home; I just don’t feel she’s safe there anymore with an unchallenged thief left to commit further crimes. (Do you know a private ambulance transfer costs between £400 for a 30 minute transfer to £580!)

There are many good care homes close by, as I’ve discovered. They all have cheaper fees than Swan House as well, even if not by very much. As my mother‘s rent was put up by £430 per calendar month and is privately funded, I just wanted to negotiate this down, even by a little but they wouldn’t move at all. Ambient was approachable, but this company seems to care more about making money than looking after their residents.

I’ve also found the care there to be quite disappointing recently. My mum is bed bound, with advanced end stage Alzheimer’s, can’t move, walk, talk very well now or communicate any sort of distress. They tell me she can feed herself and she can drink her liquids from plastic cups. I’ve recently found her covered in coffee on four or five occasions where she can’t hold the cup by herself and also with cold food in front of her where she’s been left to feed herself and cannot. I need to let people know about this care facility.

Fantastic team all girls are very friendly and always about when needed and Ed is a great manager for team always happy to help any problems he's ur man.
They even entertain my little girl when shes visiting her grandad couldn't get a better group

Your carers are so good & caring they talk to my husband in a polite & adult manner getting him up out of bed, get him showered, dressed. They are all lovely people

All of the carers were professional and kind and made what was a new experience for me as easy as possible.

Both my father in law and my father were cared for by Agincare in their Edgehill Care Home and both experiences have left me feeling as if Edgehill was a second home to me.
All staff were so friendly and caring on all levels.
I cannot praise the level of care and commitment highly enough and Edgehill is a place I would have no reservations in recommending.

The home although large,feels homely.The activity team are amazing with lots going on each day, even for those who are bedbound. The food is Wonderful, and the staff amazing.

Excellent we are very pleased with our initial experience and the staff we have met.

From the moment I contacted Agincare regarding caring for my mum the communications about how they can help have been excellent. Within a week we've had a lovely visitor to talk things through and come up with a plan which will start this week. There are options to revise the plan at short notice as mum's needs change. I feel confident that mum will be able to stay living at home for now,as she would like, with the extra care provided by staff from Agincare.

Nothing is too much trouble. My father Howard Mears was made to feel at home instantly. He was used to doing things his way and at his time, but once he had adjusted to the new life style he felt very happy. It's an awful high amount to have to pay for self funding care, but the support he has gotten all the way, and it's only been his first week, it's money well spent. Edgehill Care Home is brilliant, but the system takes far too much advantage financially on help that is so needed!
Having said that, the staff at Edgehill Care Home already feel like family with their attitudes and CARE 🙏🤗😎

I find Kerrie very helpful, knowledgeable and well organised. She understood my needs and quick to help me sort out a plan.

My mum did day care before getting a residential place. The staff were great she came home happy and content. They are very caring and she enjoyed the activities. It is a really homely environment and the staff are great with every individual

Waterside Care home is an excellent home for your loved ones. The first thing you notice is the cleanness of the home. It’s fresh and inviting. The staff are really friendly. I visited a close family member and was so pleased to see how well taken care of she is.

I recommend this home

Dad has only been in a week and a bit so too early to tell for sure but a few teething issues so far.

To be fair I suspect most of these are down to us not understanding the processes and what is expected of us.