What our clients have to say
“A brief note at the end of Richard’s first week home from hospital to say how pleased we are with the care that Novus Care is giving. We were very apprehensive as to how we were going to cope with our new situation. But your team has made it easier for us to adjust. All the Carers, without exception, are wonderful. They are a cheerful bunch who are courteous and professional and go out of their way to ensure that Richards’s complex needs are met. No task is too much trouble and the house is always left tidy after their visits.
A special ‘thank you’ also, to you Gemma and Chloe, for spotting the trouble with Richard’s heel. Your prompt action has prevented a potential problem from developing and the heel is now clear, though the skin remains delicate.”
Yours sincerely, Mary and Richard S
“I am so pleased to hear from you that your kind, caring and professionalism in the way you and your team of carers manage your work has been recognized by CQC by classing Novus-Care as “Good”.
From my point of view, I would have thought your “rating” should warrant an “Excellent”, as from the first time I visited your office on the 14th July `16, I was immediately aware from meeting you, Sam and Antonia that by asking Novus-Care to care for the needs of our 96 year old aged Aunt Vi at her home, would be the right move and be a relief for my cousin Sylvia, who had been on daily visits for the past 3 years. My subsequent telephone calls and emails were given immediate response, even at the week-ends and out of hours.
You may remember that I had cause to renovate the kitchen, bringing the electrical equipment into the 21st Century. During the month of July, I was able to witness your home carers, such as Ros, Chloe and Julia, attending Vi with utmost respect, courtesy and consideration. With the onset of dementia Aunt Vi was not the easiest person with which to offer care. Somehow, all of your staff, through their kindness, were able to form a good relationship with her and were able to get her to comply with their requests. No mean feat and very commendable!!
I do hope I have expressed sufficient commendation in the above for you to relay to the CQC just how much of an “OUTSTANDING” Service Novus-Care afford to the local aged community of Cranleigh.
Wishing you All every success in the coming years, and thanking you for all the care taken with our Aunt Vi until her move to the Royal Surrey County Hospital on the 19th August `16.”
Yours Very sincerely, James
“I would like to confirm that we are very happy with the care and attention mum receives. Her main carers have established strong relationships with my mum, providing care and companionship of a very high quality. As someone who has been a manager in SEN education for the last twenty years I understand how detailed a care plan can be and how important working in partnership with the family is. I have found the carers go above and beyond their duty. They are interested in mum and are keen to problem solve difficulties she experiences daily. As a result she looks forward to them coming, knowing they are going to be positive, hold confidence and help mum do anything from help research on her tablet, order clothing, solve crosswords, get involved in family’s/ friends visits, keep track of appointments, plan menus with her and meet her physical and emotional needs.
Their care enables me to work full time in a demanding job. I feel very confident that my mum’s needs are being fully met and they work tirelessly to support her.
Having been involved in numerous inspection processes and have always achieved outstanding, I believe I have very high standards and expectations. Novus Care carers work sensitively with me and with patience with my husband and I, understanding the demands being a family carer involves. Mum is very happy and secure with her long term carers.”
Kind regards, Fiona
“Thank you very much for your email, that’s absolutely fabulous news, I can see why, you’ve always been nothing but wonderful and efficient and friendly with myself, my sister and my father, always keeping us informed.
I would like to mention that Chloe has dealt with many sensitive matters in the past really well when she/you know that my father can be anxious, you dealt with this so professionally and spoke to me to see what I thought was best, thank you!
We would be there as more support ourselves if we could as he is a fabulous person (can be a right laugh………) and is a fantastic father to my sister and I but he is also lonely (as I appreciate many elderly people are) as well as not well so everything you do helps, even though I know you must sometimes come up against it!
If you know anyone in a similar situation to our father who lives nearby/locally – Cranleigh area who you know might fancy a game of cards or chess/draughts, then please suggest it to them, he’s received a new game board from us for Christmas and would love the companionship and a good competition to keep his brain going 🙂
I wish you and your team the best for the future, it’s such a fantastic job you do.”
Best wishes, Christine (Daughter)
“Congratulations on receiving such a good report from the CQC. Regrettably, the care homes which are poorly run are the only ones which make the news headlines. Because I live in Herefordshire and have been in contact with you only via email or telephone my experience of any of your practical care is non-existent. I know only of the many tasks undertaken by your staff from my brother.
Please use this email to confirm that, when we needed help with our spinster aunt of 96 who lived alone in Cranleigh, I found you and whoever else I spoke to on the telephone most professional, caring and responsive.
All my emails were replied to promptly and courteously.
If I were asked to recommend a care firm to any other family I should not hesitate to give them the name and contact details of Novus Care.”
Best wishes, Charmian
“I would like to take this opportunity to say thank you to you and your team for the excellent care you provide for my mother. This was proved above and beyond over the recent holiday period. As you know I was in France with a houseful of guests when my mother was taken into hospital.
I felt trapped, unable to get back to England but at the same time very worried about her. What made things bearable, was what you did for us. Not only keeping me informed of how things were going on a regular basis but also going to the hospital to check up on my mother and getting the things that she needed.
It was especially wonderful of you to visit her on Christmas Day ; when you took in presents that her friends had left for her at her apartment ; making her feel special and wanted , I cannot thank you enough . It showed to me just how lucky she is to have you looking after her, particularly after the previous care provider let her down so badly and left me so worried. If you remember they had not organised cover from when they stopped providing care. I was in a panic and Chloe at your office could not have been more helpful to me even though your contract had not even started then. I felt that was a good sign and you and your team have continued to impress me.”
Thank you once again, Nigel
“I am delighted to hear that Novus Care has been graded as GOOD in your recent CQC inspection. I would very much like to record my heartfelt appreciation at the level of service provided to my Mother by all at Novus Care and especially by yourself. The level of care is excellent and has gone way and above that expected on a number of fronts.
Your clear and comprehensive communications to us, her family, on her health and situation have been very reassuring and have convinced me that Mum is very well cared for. Your personal dedication to Mum’s well-being has been evidenced on many occasions, such as your securing of additional care time, which makes for very rewarding visits for her.
Also your visits to Mum during her Hospital stay over Christmas and New Year show just how much you care for her in a way that goes beyond professional responsibilities. The way that she is cared for now by Novus Care in comparison to her care with the previous care company has been noted by not only myself and my wife but also commented on by Mum’s neighbours too.
My wife and I would very much like to thank you for all you have done for Mum and for the dedication clearly shown by you and your staff.”
Kindest regards, JM (Relative)
“I just wanted to feedback on behalf of Roy. I popped over there on Tuesday and both Roy and his carer Steve were there.
What an amazing transformation! The flat looks clean and tidy. The bedding is clean and bed made, there are no flies or old food, washing is clean, wardrobe and cupboards are tidy and organised, Roy looks cleaner and may I say happier.
I would just like to send my thanks to you all on Roy’s behalf as this has really changed his quality of life and I think the pairing of Steve and Roy seems to working great. Steve seems to be prompting and encouraging Roy which is just what he needs.
So great for us to see this.”
Kind regards, Lucy