Extra Hands Home Care

Unit 10a Abbey Farm Commercial Park, Southwell Road Horsham St. Faith
Norwich
Norfolk
NR10 3JU

52.6893, 1.2750

Home Care

Listed under:  Home Care - Cleaning / Housework, Home Care - Companionship & Support, Home Care - Dementia Support, Home Care - Domiciliary Care, Home Care - Hygiene Cleaning, Home Care - Night Sitting, Home Care - Palliative care, Home Care - Preparation of Meals, Home Care - Socialising / Days Out, Personal Support Services, Respite Care, Social Outings
100% recommended   Rating 9.3/10
15 reviews since 2013
 
Satisfaction Ratings
 
Overall Rating
9.3/10 Overall Rating 9.3/10
Based on 15 reviews since 2013
 
 
 
Safe
8.9/10 Safe Rating 8.9
I feel that I am in safe hands

 
Caring
9.6/10 Caring Rating 9.6
I am treated with kindness, compassion, dignity and respect

 
Responsive
9/10 Responsive Rating 9.0
The service is organised to meet my needs

 
Effective
9.7/10 Effective Rating 9.7
The care improves the quality of my life

 
Value
9.1/10 Value Rating 9.1
The service offers value for money

 
 
 
Recent Reviews 
 
" Carers all seem to genuinely want to care for people and receive good instruction and on-going training. Good staff selection. Office staff also helpful and friendly. My only concern is that charging ...."   more
 
" We appreciate that there will be some variation in times of visits, but quite often my mornings carers are quite late and my evening carers are inclined to be too early for my needs. We have not named...."   more
 
" The carers listed on front page are excellent with my husband as he has Dementia. They are caring and explained the care they are giving him as they go along. He now knows these carers and trust them ...."   more
 
" Without the care of Extra Hands I would not be able to live so independently & fully. Nothing is too much trouble for them, or Tanya, the organiser. They are kind, compassionate, friendly and totally ...."   more
 
About Us



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Reputations are not built overnight
In Referenceline's view, this track record is more important than the ratings. Don't be impressed by a few old reviews which may not be representative.  Look for firms with a commitment to asking for feedback - good or bad - from their customers.  We recommend that you look for a track record of ratings and reviews in at least 9 of the last 12 months and that you should not be too concerned about an isolated negative review.  Ask the firm for their side of the story.
 


 
Good Practice
Businesses have a legal responsibility to treat you fairly, but it's often hard to know what questions to ask or what standards to expect.  They are the experts and you should be able to rely on them to help you make decisions.  These questions explain the commitments that this business has made to follow a code of practice and they will help you understand what you have a right to expect.

 
Here when I need them: 78%
I can rely on my carers to be here at the times agreed
 
Preparing food and medicine: 75%
I can rely on my carers to prepare my food, drink & medicine when I need them
 
Asking for my agreement: 80%
I can rely on my carers to ask if I agree to any new treatment or care
 
Support to make decisions: 100%
I can rely on my carers to help me make decisions, when I need support
 
Coordinating with others: 100%
I can rely on my carers to explain my needs to new staff or other services
 
Living independently: 100%
I can rely on my carers to encourage me to live as independently as possible
 
Choices of care and fees: 100%
I can rely on my carers to explain my choices of care and any fees I must pay
 
Questions or complaints: 100%
I can rely on my carers to answer my questions or respond to complaints
You can see how many customers have said "Yes" in answer to each question, but please don't expect 100% in every case.  Nobody's perfect and some customers may not be completely sure about the answer.  It's more important that you understand these questions and discuss them with the business so that you both agree what good service means for you.  A responsible business will be happy to explain the details to you and it's always better to clarify these points upfront to avoid misunderstandings later on.
 


Most Popular Words
Reputations are about so more than just ratings. What are the words that customers tend to volunteer when a firm is mentioned? Do they mention particular people that work there?

better 2
care 5
carer 2
Carers 6
caring 3
change 2
cheerful 2
concern 2
excellent 2
friendly 3
genuinely 2
gets 2
giving 2
Good 10
helpful 2
independently 2
kind 2
ongoing 2
page 2
people 2
problems 2
professional 2
receive 2
service 2
team 2
Thank 2
training 3
visit 2
visits 3
want 2
These are the words most often used in the reviews for this business. Look for the names and comments that reviewers use most often. We count each word once per review.




 
Average age of reviewers:
 
Does this business generally work with younger or older people, or perhaps you don't mind?  This chart gives you an idea of the ages of typical customers and you can see the ages shown for each individual review below.   We've asked this question since 2015 and some customers prefer not to tell us so the numbers may be less than the total number of reviews.
 


Customer Reviews
Sort:        

1

Budget:  

Review 2 Nov 2015
Recommended by customer in NR13
 My Age: 50 - 59 
 I'm: Female 
 I have known this business: 5 - 10 years 
52.6583, 1.4184
 
 
Satisfaction Ratings
 
Safe 10/10
I feel that I am in safe hands
Caring 10/10
I am treated with kindness, compassion, dignity and respect
Responsive 10/10
The service is organised to meet my needs
Effective 10/10
The care improves the quality of my life
Value 9/10
The service offers value for money
Show All
 
 
   Customer Review
 
I am a Ďyoungerí person with a physical disability and go to work. Extra hands provide visit to help with showering and other domestic help (e.g. opening jars) at time to fit it with the time I need to go to work.
 

"Carers all seem to genuinely want to care for people and receive good instruction and on-going training. Good staff selection. Office staff also helpful and friendly. My only concern is that charging is in quarter hour blocks. Would be better if in 5 minute blocks (on charge e.g. For 30 mins for visits up to 35 mins) as Iím always concerned not to over-run the 30 mins else it gets too expensive. This will be particularly relevant when new arrival and departure, telephone confirmation system comes in."
 
 
 
 
Team:
Mary Clarke Amy Turner
 
 
 


Review 10 Sep 2015
Recommended by customer in NR26
 My Age: 70 + 
 I'm: Female 
 My level of experience of similar services: Below Average 
 I have known this business: 1 - 5 years 
52.9447, 1.2098
 
 
Satisfaction Ratings
 
Safe 7/10
I feel that I am in safe hands
Caring 9/10
I am treated with kindness, compassion, dignity and respect
Responsive 5/10
The service is organised to meet my needs
Effective 8/10
The care improves the quality of my life
Show All
 
 
   Customer Review
 
Help with dressing and undressing, and a weekly shower. Commode emptied daily.
 

"We appreciate that there will be some variation in times of visits, but quite often my mornings carers are quite late and my evening carers are inclined to be too early for my needs. We have not named any carers on the 1st page as so many are involved."
 
 
 
 
 
 


Review 10 Sep 2015
Recommended by customer in NR7
 My Age: 70 + 
 My level of experience of similar services: Beginner 
 I haven't used this business before 
52.6541, 1.3290
 
 
Satisfaction Ratings
 
Safe 10/10
I feel that I am in safe hands
Caring 9/10
I am treated with kindness, compassion, dignity and respect
Responsive 10/10
The service is organised to meet my needs
Effective 10/10
The care improves the quality of my life
Show All
 
 
   Customer Review
 
100%.
 

"The carers listed on front page are excellent with my husband as he has Dementia. They are caring and explained the care they are giving him as they go along. He now knows these carers and trust them as they wash, cream, dress him. I feel as he has Dementia, it is good to have same carers as he gets to know them and to know what they will be."
 
 
 
 
Team:
Hazel Corinne
 
 
 


Review 8 Sep 2015
Recommended by customer in NR25
 My Age: 70 + 
 I'm: Female 
 My level of experience of similar services: Experienced 
 I have known this business: 5 - 10 years 
52.916028, 1.161396
 
 
Satisfaction Ratings
 
Safe 10/10
I feel that I am in safe hands
Caring 10/10
I am treated with kindness, compassion, dignity and respect
Responsive 10/10
The service is organised to meet my needs
Effective 10/10
The care improves the quality of my life
Value 10/10
The service offers value for money
Show All
 
 
   Customer Review
 
Care in showering, dressing. Meal preparation, med. prompting, shopping, swimming, bed changing, helping with washing - & anything else that crops up!
 

"Without the care of Extra Hands I would not be able to live so independently & fully. Nothing is too much trouble for them, or Tanya, the organiser. They are kind, compassionate, friendly and totally professional. I commend all my main carer Tracey Sanchet, Charlie Hill, Alison Bash, Abi Sera,& also Haylay your rapid res-ponder. Also others that occasionally come my way! I do commend the training that you give the staff & think is excellent how they are aware of modern trends. I think you are an excellent organisation and have brought a richness to my life I can only say a big thank you! Margaret Bayford."
 
 
 
 
Team:
Tracey Sancher Charlie Alison
 
 
 


Review 7 Sep 2015
Recommended by customer in NR20
 My Age: 70 + 
 My level of experience of similar services: Beginner 
 I have known this business: 1 - 5 years 
52.7848, 1.0068
 
 
Satisfaction Ratings
 
Safe 10/10
I feel that I am in safe hands
Caring 10/10
I am treated with kindness, compassion, dignity and respect
Responsive 10/10
The service is organised to meet my needs
Effective 10/10
The care improves the quality of my life
Show All
 
 
   Customer Review
 
Lees creamed bed made commode seen to.
 

"All a good lot of carers."
 
 
 
 
 
 


Review 7 Sep 2015
Recommended by customer in NR20
 My Age: 70 + 
 I'm: Female 
 My level of experience of similar services: Beginner 
 I have known this business: 5 - 10 years 
52.7848, 1.0068
 
 
Satisfaction Ratings
 
Safe 8/10
I feel that I am in safe hands
Caring 9/10
I am treated with kindness, compassion, dignity and respect
Responsive 9/10
The service is organised to meet my needs
Effective 10/10
The care improves the quality of my life
Value 10/10
The service offers value for money
Show All
 
 
   Customer Review
 
 
 
 
 


Review 7 Sep 2015
Recommended by customer in NR10
 My Age: 70 + 
 I'm: Female 
 My level of experience of similar services: Beginner 
 I haven't used this business before 
52.7691, 1.1172
 
 
Satisfaction Ratings
 
Safe 8/10
I feel that I am in safe hands
Caring 9/10
I am treated with kindness, compassion, dignity and respect
Responsive 9/10
The service is organised to meet my needs
Effective 10/10
The care improves the quality of my life
Value 9/10
The service offers value for money
Show All
 
 
   Customer Review
 
Washing & bathing shampooing hair, cleaning injured leg. Assisting with toiletries as I am a bed ridden patient.
 

"Very good support."
 
 
 
 
 
 


Review 7 Sep 2015
Recommended by customer in NR2
 My Age: 70 + 
 I'm: Male 
 My level of experience of similar services: Average 
 I have known this business: Under 1 year 
52.629288, 1.273932
 
 
Satisfaction Ratings
 
Safe 9/10
I feel that I am in safe hands
Caring 10/10
I am treated with kindness, compassion, dignity and respect
Effective 10/10
The care improves the quality of my life
Value 10/10
The service offers value for money
Show All
 
 
   Customer Review
 
All very good and with dignity.
 

"Truly respected by all the team, treated with kindness and compassion always. Thank you."
 
 
 
 
 
 


Review 4 Sep 2015
Recommended by customer in NR27
 My Age: 70 + 
 I'm: Female 
 My level of experience of similar services: Beginner 
 I have known this business: 5 - 10 years 
52.902978, 1.333336
 
 
Satisfaction Ratings
 
Safe 10/10
I feel that I am in safe hands
Caring 10/10
I am treated with kindness, compassion, dignity and respect
Responsive 9/10
The service is organised to meet my needs
Effective 9/10
The care improves the quality of my life
Show All
 
 
   Customer Review
 

"Continuity of covers helps."
 
 
 
 
 
 


Review 23 Sep 2013
Recommended by customer in NR13
52.6583, 1.4184
 
 
Satisfaction Ratings
 
Safe 9/10
I feel that I am in safe hands
Caring 10/10
I am treated with kindness, compassion, dignity and respect
Value 8/10
The service offers value for money
Show All
 
 
   Customer Review
 
Daily help with showering & dressing. Help, as required, with domestic tasks so I can manage independently for next 24 hours e.g. lifting food up & down from shelves, opening tins, chopping veg, putting laundry into machine/onto line. Extra lunch time & evening visits when recovering from surgery.
 

"Carers carefully selected, receive good training before going out independently & have ongoing training. All very friendly & doing the job because genuinely want to care for people & often go the extra mile. Detailed records of visits. Office tries to be accommodating in giving clients & visit at time required only concern is communication could be improved. Not always notified of change of cover/time. When Iíve asked for a change of time on a particular day I have been told they will phone to confirm the change & not received that call. Office staff are friendly & with above reservation helpful. Good that service is same price at weekends or weekdays."
 
 
 
 
 
 


Review 18 Sep 2013
Recommended by customer in NR10
52.7048, 1.2405
 
 
Satisfaction Ratings
 
Safe 6/10
I feel that I am in safe hands
Caring 9/10
I am treated with kindness, compassion, dignity and respect
Value 7/10
The service offers value for money
Show All
 
 
   Customer Review
 
Shower, wash hair. Showered mornings. All over and dried. Dressed, clean teeth, cream arm and legs. Dry hair. Put glasses on, put hearing aids in. Transfer to chair in lounge. I assist when necessary wash strip all mornings over and dry & dress, clean teeth. Comb hair. Cream arm and legs. Put glasses on hearing aids in, transfer to chair in lounge. Evenings undress. Wash face, hands. Wash down below. Cream arm legs. P Jís on. Brush teeth. Comb hair. Transfer to lounge.
 

"The personal care side is very good. Most of the carers are professional and carry out their service with care and attention. However, calling times change frequently. Also the amount of different carers. That visit, is far too many, regular carers would be better."
 
 
 
 
 
 


Review 12 Sep 2013
Recommended by customer in NR7
52.6455, 1.3433
 
 
Satisfaction Ratings
 
Safe 10/10
I feel that I am in safe hands
Caring 10/10
I am treated with kindness, compassion, dignity and respect
Value 10/10
The service offers value for money
Show All
 
 
   Customer Review
 
Excellent, trustworthy.
 

"The team are very caring and understand my problems with my walking & sitting. Especially Anne, Simone, Laura, Martin and Simon and Tony."
 
 
 
 
 
 


Review 9 Sep 2013
Recommended by customer in NR10
52.7074, 1.3053
 
 
Satisfaction Ratings
 
Safe 10/10
I feel that I am in safe hands
Caring 10/10
I am treated with kindness, compassion, dignity and respect
Value 10/10
The service offers value for money
Show All
 
 
   Customer Review
 
Extra Hands provide my wife & me with home help, viz house cleaning & keeping a check on us generally.
 

"Very good, so far no problems. Our carer is kind, flexible, reliable & cheerful. She is proactive but not intrusive, we like her."
 
 
 
 
 
 


Review 6 Sep 2013
Recommended by customer in NR10
52.7469, 1.1890
 
 
Satisfaction Ratings
 
Safe 7/10
I feel that I am in safe hands
Caring 9/10
I am treated with kindness, compassion, dignity and respect
Value 8/10
The service offers value for money
Show All
 
 
   Customer Review
 
Assisting with showering & dressing.
 

"I find it very satisfactory."
 
 
 
 
 
 


Review 19 May 2013
Recommended by customer in NR10
52.6921, 1.2820
 
 
Satisfaction Ratings
 
Safe 9/10
I feel that I am in safe hands
Caring 10/10
I am treated with kindness, compassion, dignity and respect
Value 9/10
The service offers value for money
Show All
 
 
   Customer Review
 
Getting out of bed, dressing & bringing down. Put on toilet midday. Toilet and put to bed.
 

"Very good. Staff are cheerful, caring and efficient."
 
 
 
 
 
 

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