Pure Heart Homecare Ltd

A really warm welcome to Pure Heart Homecare - we very proudly provide high quality, personalised, private home care services in the comfort of your own home within Cambridgeshire & Norfolk. Please explore our website and if you would like any more information please do get in touch - we are here to help.  A really warm welcome to Pure Heart Homecare - we very proudly provide high quality, personalised, private home care services in the comfort of your own home within Cambridgeshire & Norfolk. Please explore our website and if you would like any more information please do get in touch - we are here to help.  A really warm welcome to Pure Heart Homecare - we very proudly provide high quality, personalised, private home care services in the comfort of your own home within Cambridgeshire & Norfolk. Please explore our website and if you would like any more information please do get in touch - we are here to help.  A really warm welcome to Pure Heart Homecare - we very proudly provide high quality, personalised, private home care services in the comfort of your own home within Cambridgeshire & Norfolk. Please explore our website and if you would like any more information please do get in touch - we are here to help.  A really warm welcome to Pure Heart Homecare - we very proudly provide high quality, personalised, private home care services in the comfort of your own home within Cambridgeshire & Norfolk. Please explore our website and if you would like any more information please do get in touch - we are here to help. 

Tim Arnold
1 Star
Terrible agency. Do not think that having some continuity, with a key worker who does the majority of visits to my Mum, who has Alzheimers, is important. Email me at 4:33pm on a Friday to say the do not have the staff to meet our needs - which are modest, an one hour visit to assist Mum with personal care - on the Sunday. I'm actively looking for another provider. This business is far to heavy with managers compared to carers. They can therefore not provide an effective service to their clients. Regarding the response below. It is not true. I have never said I would only accept two particular carers. And to say I was given 48 hours notice is ridiculous. I was given 30 minutes notice to discuss with Pure Heart the situation, assuming I saw the email before 5pm, which I did not. That email made no mention of the false claim made below that I would only accept two particular carers. Therefore Pure Heart will not be providing a visit on Sunday and there is nothing I can do about it. Also, PureHeart are posting confidential information regarding my Mum's care, contrary to the GDPR. I have asked a number of times for this to be removed from their response but they have failed to do so. This is pure spite because I have written a bad review. Also because of this they gave me 28 days notice that they would be ceasing to provide care services. I will be taking action against them. PureHeart's idea of sending 'a wider circle of support workers' incidentally means that they think sending 5 different support workers, three of whom had never met my Mum, on five consecutive days (with no notice of this) is fine. It would have been funny if it was not such wretchedly insensitive and poor service. My advice is never get into a disagreement with the managers, who are not mature enough to accept they made a mistake, apologise and rectify it. Heck, just avoid this company altogether. I would say, however, that every support assistant has been great. It is the managers that are the problem with this company
Tuesday 25th May 2021

Sarah Marshall
1 Star
You are absolutely right Tim...carers and admin and management are an absolute disgrace...I have footage of neglect and work of untrained unable staff...and if you complain with discust and frustration, they put the phone down on you....my uncle was left completely leaning over and twisted, with dishevelled and dirty bedding..and wet towels over him...the list continues....my uncle is paralysed and can NOT move himself....most staff do not have a clue how to do the job...the photos of all staff having a lovely time on Web page is very nice for you...but what about the people your ment to be caring fir....no real care there... Everybody must use secret cameras.!!! Having complained my uncle and I have been dumped instantly ....hiw can this be right..when they was at vault....
Friday 1st April 2022

Ruth Ingram
1 Star
Sadly our experience of Pure Heart Homecare has been very disappointing. The initial assessment was carried out, but before care commenced our mums condition deteriorated so we asked for her care needs to be reviewed. We were assured this would be done the next day - but it never happened. The carer didn’t arrive on the Friday evening as arranged and when we contacted the out of hours service to see what had happened they assured us that someone would contact us first thing on the Monday morning. Over a week later we had heard nothing so emailed asking what was happening. This email got no response so we contacted them again. We then received an email apologising for their ‘mis-communication’ and saying that they would forward our email to the Operations Director who would contact us. That was on February 19th!! 2 weeks later were still waiting!! We found the initial assessment quite formal and businesslike and for us, it lacked the empathy, care and compassion that we were expecting from a company that apparently prides itself on those values. We cannot comment on the quality of the care provided as we haven’t received any care or support at all.
Sunday 3rd March 2019

Jean Arnold
5 Star
Pure Heart Home Card We would just like to thank all the team at Pure Heart Home Care for going above and beyond with support for our family member .They always go out of their way to put our minds are at rest and communicate everything necessary. we have used other care providers in the past but none have given us the confidence that Pure Heart have . Thank you
Thursday 21st March 2019

Nkwa Alioha
4 Star
Dedicated carers and a very dedicated management team
Sunday 3rd September 2023