Worst care company of all time. In 4 days I had 7 different ‘carers’ - one of the so called carers called very appropriately ‘Red’ was just downright abusive, shouting and angry gestures because I tol... See more
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Company replied
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Company details
Written by the company
Your first choice for personalised home care across London, Oxford & the South East
Contact info
United Kingdom
- careoutlook.co.uk
2.1
Poor
25 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 83% of negative reviews
Typically replies within 1 week
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Service breaks down at weekends. Difficult to get through on phone.
Used this firm (via their West Wickham office) for my mother for several weeks now. The carers are mostly very nice. The problem is management and communication.
Weekdays are fine, but the service breaks down at weekends. My mother is pretty much paralysed from the waste down and doubly incontinent - can do little by herself. The morning visit is meant to be (ie on the contract) 9.30am and we accept this is +/- 30mins. But every weekend I have to phone to chase and getting through isn't easy. My mother is expected to sit in her poo at their convenience. Nobody ever phones to say they are running late. This morning is a case in point - 11:15am and nobody turned up as of yet. Called twice, no answer. It's not safe and not the service we are paying for. Morning visits have ranged between 8.45am and noon. Evening visits between 6pm and 10pm. Another issue is that the phone operator has on occasion blamed the carers when we know it's their roster. Also been told "she'll be there in 15mins" when it could be another 45mins. Just fobbing off.
Three times over recent weeks I have asked for a call back from the manager (name begins with M) - this has never happened.
Apart from the safety aspect, it's disruptive - weekends are a chance to take my mother out, but how can we plan anything not knowing when the carer will turn up.
Another issue: we had trouble with the attitude of one of the carers a couple of years back. When we restarted with Care Outlook this time it was agreed she wouldn't be sent. Sure enough she was sent. My mother tried her best but the relationship broke down again. I called the office saying that it had already been agreed she wouldn't be sent. They apologised and I said she would be refused if she came again. Sure enough they were going to send her again last weekend.
2 stars might seem harsh given weekdays are OK, but we've come to dread the hassle at weekends and I have to waste so much of my time calling them. Will revise if things improve.
May 7, 2022
Unprompted review
Reply from Care Outlook
Hi Jim, I am really sorry to hear about this issue. This is currently under investigation from our team and you will be contacted regarding this issue. In the meantime please have the below contact should you need anything else; HR@careoutlook.co.uk
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Reply from Care Outlook
Hi, thank you so much for your review!
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