If i could give zero rate i would
If i could give zero rate i would, terrible company, Do not listen to what client needs even from a meet and greet and then try clutch at straws as they dont have the staff. They send the opposite support Worker to what the client needs
It is so bad even management said they would terminate the contract if it was their family
Reply from SweetTree Home Care Services
Dear Claire,
We're very sorry to hear that your experience with our care provision fell short of what you and your loved one needed. We take this seriously and would like to address the specific points you've raised.
Before care began, our team carried out a thorough in-person assessment. As is standard practice, this relied on the information provided by the enquirer and the client's circle of support, as we have no first-hand experience of the client beforehand. In this case, some key behavioural support needs were not shared with us ahead of the first visit. As a result, we weren't able to match the right carer profiles from the start, which limited the success of some early visits and, more importantly, raised genuine safety concerns for our staff.
We were also asked to accommodate a late change of schedule, adding 20 hours of care at short notice. This made it harder to source and prepare suitable carers within the usual timeframe. Even so, our team worked to manage the transition as carefully as possible: introducing carers gradually and having the same assistant care manager present at every introduction to support the transition.
Once we had a clearer picture of the behavioural needs that hadn't been raised at assessment, we recommended reducing support hours to allow for a slower, safer introduction of carers, alongside additional positive behavioural support training for the team. This was agreed by all parties, but care was ended at short notice before we had the chance to put it into practice.
We understand how difficult it is to arrange care for someone you love, and we always try to offer flexibility as families navigate that process. Transitions, particularly for care delivered at home, do take time, and we generally encourage allowing the client a period to adjust to new carers. We are genuinely sorry we weren't able to provide the right support in the time available. As a gesture of goodwill, we did not charge for the care provided during this period.
We would, however, gently push back on the suggestion that this was due to a failure to listen to your loved one's needs, or that we would knowingly send carers we believed to be unsuitable. That has never been, and will never be, how we work.
Should you wish to contact the team for any clarification, our door remains open.
Kind regards,
The SweetTree Team
