Company Details

First I must say that there are a number really great careers still with the Yate branch but they are out numbered by really poor ones. I’m struggling with the care that I’m getting at the moment Since Nobils have been taken over, I have not been feeling safe with the standard of care that I am getting and unfortunately I don’t seem to be getting many of my long-term regular carers that know my needs and quite often have sponsored carers some of which have never been to me before and others who struggle to understand my extra needs being paraplegic. I have been struggling mentally for a while because of this situation I have one particular carer which I have a communication problem with which could be because he does not understand even the simplest instructions that I give him. I bought this to the attention of Cara Care which seems to result with this guy coming in even more on Monday night two carers were stood right next to the control box of my toto mattress with the alarm going off which they totally ignored not understanding the implications of the mattress not working properly which isn’t good considering at the moment I have a pressure sore and it is important that the mattress is working properly overnight luckily my wife heard the alarm and came into the bedroom and immediately found that the two air tubes from the box to the mattress were twisted preventing proper airflow. At the moment I am having some problems bypassing because problems with my catheter and so I am at the moment having to wear continence pads and even though I have a stoma bag on my stomach some of the staff can’t understand that I need the pad higher at the front and keep insisting I’m pulling it up at the back even though I keep asking them not to and they can’t understand the concept that my stoma means that my bowels do not empty from behind me and the reason for the pad is because I have sometimes become wet. I have tried my hardest to explain to them but they just don’t seem to understand. At the moment we are using a mobile Hoist and even with me verbally explaining what needs to be done some of the carers still struggle with the Hoist some of the new carers are even struggling with basic use of the sling and after repeatedly explaining the vulnerability of my skin and the importance of not pulling the sling through underneath me without lifting my leg and then gently easing the sling underneath me without tugging too hard and that they need to work together one to lift the leg so the other can ease the sling though to prevent sharing. I had one carer last weekend which I was telling not to pull the sling too hard but he kept saying.” yes okay.” and then he just carried on yanking at the straps. I have had fantastic Care from Nobilis for a long time but suddenly since being taken over they now seem to rely heavily on sponsored staff and the situation is now getting worse I have no contact information for the new company Cera Care because the old manager left without telling any of the patients that she was leaving and the new manager who has been in post for 3 or 4 weeks now hasn’t even bothered to emailing or contact any other patients to introduce himself so that we can have a pointer contact for any concerns. The service coordinator has gone on 2 1/2 weeks annual leave without leaving any contact information for patients to contact in her absence and this whole situation is making me feeling very isolated. At the moment I am feeling very vulnerable mainly down to the changes that have happened in my Care support and even using all of my coping strategies I am starting to struggle with my mental health because of it My anxiety level higher than it has been for a longtime and the situation is not helped by not knowing who is coming in to provide my Care each day or even what time they are coming to put me to bed at night this is because I have not had a timetable for my calls with the last timetable that I had finishing on the 29th of March supposedly there is now an app that patience and relatives can use to access this information and I have signed the declaration form over 6 weeks ago but still nothing has been done. For these reasons I would suggest avoiding using Cara Care

CERA (Formerly Allied Health) certain employees have provided beyond exceptional care for my 87 yrs old mother for many years. There are certain outstanding caring loving helpful in this company. They know who they are as I have thanked them personally. If CERA say they are going to turn up at 0700 and provide care then you can count on it 100% they will. Utterly and completely trustworthy. Great communication from the company. I do not believe there are many if any companies that provide such an exemplary kind loving service. Salute you all. Thank you so much.

Girls are lovely, kind, considerate and caring. Look after my 97 year old mother in law with extreme care and understanding. They communicate with us on a regular basis and there is continuity of care.

Friendly, helpful and informative

The carres are kind and caring for my mam. And do a great job. 😀😀

I've given a 3 star because I'd say 50% of the time everything runs smoothly. My 89 year old mother has Alzheimer's. We know we are very lucky that my mother has a carer 4 times a day for generally half an hour each time. And as a family we are very greatful. But it is constantly a battle making sure that when the carer who is her regular one is off, that the replacement carers actually do even the most basic of care well. Meals are missed, medication not given, cammode not emptied , general tidying, curtains unopened. Basic care. Even carers not showing up! Because there is now the app we can luckily keep track. What happens to those completely alone? My sister's and I have contacted Cera in the past and eventually everything settled down. But recently whilst her regular carer has been on holiday it's the same thing again. My attempts to speak to someone via email, text and phone have been completely ignored. We are and have complained with the local authorities and await an outcome. - Patricia is mums regular carer and she personally is A star, 100%, .. it's a hard job, sometimes I'm sure it doesn't feel as if you are appreciated, and there will be times when mistakes/errors occur. It is and must be a hard job. But basic care surely is a must .... June

Would give less if I could. Honestly would never ever recommend this company to anyone. EVER.

I've been with Cera since the end of September '23 and on the whole have found them good. There have been a few hiccups but these have been sorted out. The carers are brilliant & Koshy & Karanjeet in particular inject a dose of sunshine into my day. Claire,Brenda, Amar, Michelle, Catherine, Tina& Lola who seem to be regular are wonderful too. It's nice to have regular carers as they get to know the client & a rapport is built between the two. The new intakes could maybe benefit from insight into the British menu as even the simplest of dishes prove challenging. Cera are now involved in my husband's care after he suffered a stroke, No doubt he will find them as good as I do

There has been big issues with my Aunts (97) carers. Almost all of them treat her well There has been big issues with one in particular and she has been nasty to her & we have asked her to be removed from caring for her & she has said she's not going back but keeps turning up. The last straw was she put salt in her tea & when asked about it she denied it. She had been there the day before & given her tea & no other carer was in after her so who else could have done it. My aunt is blind & disabled so all tasks are done by carers. They keep changing her times which neans her medication is not being given properly. I have emailed them on several occasions but no reply to most of them. We have threatened to get the Council involved but that's doing any good so I think more actions will have to be taken.

I started with 2 carers 4 times a day after my wife had a stroke in 2022. I now find I am able to cope with 1 carer in a morning to wash and change her as she is bed bound. I deal with all the incontinence and her needs for the rest of the day. This is because the company cannot provide two carers when the are needed first thing. I refuse to let my wife lay in a mess until care can be provided. To bring 2 carers together at a specified time seems impossible to achieve. The organisation of the carers visits seem to be in total disarray. When I have regular carers I go by word of mouth as the app. is a waste of time. I sometimes think I am supporting the company timetable instead of the other way round. Some carers are more caring than others, but I think that is due to lack of experience in dealing with people on a regular basis.

It's only been 3 months into the care of my mother and I can honestly say that we have encountered any problems with Ceracare. I have found that the carers always treat my mother with great care and support/respect. I have also been incontact with the management side of the company ( Tina ) and found them very helpful/professional and polite, Tina is very professional/caring and guided me through the processes of care. Tina is a credit to the company and is aways very helpful to help me when issues that arise.

The worst experience you can have both with the carers and office staff. Unorganised company. Unhygienic staff. Rude staff. No time management. Staff not professional. I could go on

When Premier Care sold this company to Cera Care it was the worst mistake they ever made. They sold it too the most greedy, uncaring, diabolical and chaotic company ever. I worked for premier care for 8 years and I would never ever ever go back there. They are the most vile company I have ever known. Cares are underpaid, they pay lemonade wages and expect champagne results! They only care about money and numbers, god forbid you have any sort of opinion on something they don’t like the minute you say something bad about them or put a grievance in say goodbye to your job! This company is like the plague they buy companies and destroy them piece by piece until they have everyone robotic and emotionless like them!

Absolutely diabolical. Extreme lack of care. Cannot follow simple processes or requests. Currently been waiting 7 months for login details for app. Can never get an answer for questions asked. Continuely fobbed off. Had to raise a safeguarding as my sister ended up in Hospital fro lack of care. Avoid at all costs.

My mother has been receiving cera for several months now and the staff have been fantastic

Staff are friendly and helpful always on hand with support and advice

Cera Care in particular Walton office is a good company to work for . Awesome team work and support.

Who is the highest manager I can contact please?

The carers for a while that looks after my partner Rob continuity was great. But I understand care is in a crisis so carers have to be moved about. Continuity is back and the carers that do him now have got used to him as parkinson you can have good and bad days. Rob likes most of his carers but you can't like everyone. They don't get paid what they are worth that's why recruitment is hard every where.

My father has been recieving care from Cera+ for more than 6 months now. In that time my dad's health and needs have been very variable and the Cera+ team have done their best to adjust and respond to his changing circumstances. The majority of the carers who interact with dad are fantastic - professional in that they know what they are doing, compassionate in that they are gentle and genuine, and chatty and communicate with dad in a friendly manner. Managers at our local branch have been really supportive, securing more care when I was struggling as a full-time carer. Social care must be one of the hardest services to get right all the time. In my experience, Cera+ really try their best.