I was always supported by my first class advisor who had my interest at heart from the beginning to the very successful outcome. I was listened to and always given the best advice which I was very hap... Voir plus
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We utilised the free service initially and then requested help through the paid for service. I found all the people we came into contact with professional and extremely knowledgeable and most importan... Voir plus
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Prompt and professional. All the staff we interacted with had great level of knowledge and experience and the resources are so useful in helping family navigate such a complex and opaque funding syste... Voir plus
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I cannot thank Beacon enough for their support and guidance through the CHC appeal process for my father - a process that is no doubt bewildering for so many. With the help of our case worker w... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
The experienced team at Beacon provide expert advice, casework and advocacy for families trying to navigate the NHS Continuing Healthcare system.
Coordonnées de contact
Royaume-Uni
- www.beaconchc.co.uk
4,5
Excellent
275 avis
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A répondu à 100 % de ses avis négatifs
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NHS - Continuing Health Care Merry Go Round
The family have used Beacon Advocacy Services for our mothers annual review for continuing health care. They are au fait with the NHS framework and we felt supported throughout the whole process. The fees are reasonable and are proportionate to the services they provide or require i.e. DST/MDT, annual review, appeal etc., Very professional company, money well spent. As a point of interest there are two arms to Beacon, apart from their advocacy service (payable) they also offer free advice, a maximum of 90 minutes. I would suggest anyone going through this NHS nightmare ring Beacon, We have have never looked back.
13 novembre 2024
Réponse de Beacon CHC
Thank you Arthur for taking the time to submit this review. We are pleased you found our fees to be proportionate to the quality of support received, and that you would recommend us to others. Thank you for choosing Beacon, your comments have been passed to the team. Amy
Expert advise
Expert advise, delivered professionally and compassionately. Thorough review of our case. I wouldn't attempt to deal with a review without Beacon.
1 novembre 2024
Avis spontané
Réponse de Beacon CHC
Thank you Joanna for taking the time to submit this testimonial. Though it should be possible to navigate this process independently, sadly in practice it often isn’t. Thank you for putting your trust in Beacon, we are pleased to have been able to support you and your family. Your comments have been passed to the team. Amy
Unable to access service
I wanted to start of by stating that the online resources are useful to get an understanding of the CHC process.
Unfortunately, we have been really disappointed with the lack of access and communication with the service. We have been trying to contact Beacon to get some advice and potentially use the advocacy service but like every other aspect of our CHC journey have been left to navigate the pathway by ourselves. We originally contacted Beacon on 14th October and then chased again on several occasions as we have now been given an assessment date for next month. Several calls were made asking for someone to call us back as there was more urgency. We received an email on 18th October from Beacon asking us to get in touch to book a 90 min consultation with a telephone number that just links to the general enquiry line again left several messages to no response. We even tried going straight for an advocacy service to see if that would be better option but no response either.
It’s a real shame as we read the reviews and were given a small glimmer of hope that there was support out there.
Please note this is not a review on the actual service as I do believe those that do get advice are given invaluable support but more about the frustrations of trying to access the support. Whilst we appreciate the service is extremely busy with the state of the health service at the moment but it will be really useful if realistic timelines for responses are outlined prior to contact.
22 octobre 2024
Avis spontané
Réponse de Beacon CHC
Thank you for your feedback regarding your difficulty in getting through to us and please accept my apologies. Due to the number of people experiencing challenges within the CHC process, our services are currently busier and more in-demand than ever, and this demand is increasing. This unprecedented increase means that it is ever-more challenging to consistently respond to all enquiries within the timescales we aim for, while continuing to deliver the quality and person-centred support to every person who contacts us, which is fundamental to our ethos and guiding values.
We are currently in the process of developing our phone and other technology solutions to better address the needs of those who contact us, and to enable us to schedule callbacks with individuals while they are waiting.
In order to identify exactly what went wrong with your experience I am currently looking into your case with the team and I will come back to you with further information as soon as possible. I have privately requested additional contact information from yourself in order that I can identify your case as soon as possible – I would be very grateful if you would provide those.
Thank you again for taking the time to submit your comments which are important for the development of our organisation. Amy
EDIT: Thank you for providing further information, we have now been able to locate your case and the contact you made with us via our webform (14 October) and phone (18 October).
I can confirm that a written response was provided to the contact made via webform on 18 October, which included advice on your specific situation as well as a copy of our free Navigational Toolkit. The voicemail was due for response early this week.
I believe you have now spoken to a member of our team and arranged a consultation.
Please accept our apologies that this time we were slightly outside our response time objective of 3 working days, however I hope you can understand this short delay during a time of high demand and pressure on our service. We try to be as prescriptive as possible about this demand and the associated waiting times throughout our communications, and also ask people to flag any important dates or urgent requests so that we may more effectively triage these requests.
I hope your experience with Beacon will be more in line with your expectations from this point forward, and if this is the case we would be very grateful if you would consider reviewing your Trustpilot score. Thank you, Amy
Evidence, expertise, stamina, determination and truth.
The process for making a case for NHS Continuing Health Care relies on evidence and expertise. All underpinned by stamina and determination to present a true and compelling case.
The applicant or their advocate knows how their condition impacts their daily life but finding a way to articulate that experience in a calm and reasoned way is usually not easy when the condition is complex and multifaceted.
As an advocate, I assumed those weighing the evidence provided in the Decision Support Tool would have the expertise to do that. I overestimated that aspect.
It feels unfair to expect the applicant to do all the research - know who to ask, know where to look, know what evidence is acceptable and know how to present it. Sadly that is the current situation so be prepared.
Beacon caseworkers forensically and expertly reviewed the original rejection and built a full picture of complex needs to make an Appeal. These few words cannot fully describe the caseworker’s impact on the case and me but I can vouch for their dedication to achieving a clear presentation of need and support for me.
It took a lot of effort and patience but a successful outcome was achieved.
I don’t celebrate that my relative’s experience of living with end stage Parkinson’s Disease and Dementia with Lewy Bodies has resulted in Eligibility. However, Beacon caseworkers gave my relative a voice. I can be proud that their lived experience has been recorded and recognised for all involved to see. Hopefully, it translates into increased awareness and support to improve their quality of life. Beacon’s advocacy was instrumental in this outcome.
3 octobre 2024
Réponse de Beacon CHC
Thank you Jane for taking the time to write such an honest and heartfelt review. We are pleased to have been able to support you during this time, and to read how this support affected you and your family. Thank you also for taking the time to share this experience for others who will undoubtedly find it helpful and reassuring to know that they are not alone in these all-too-often difficult and draining experiences. Thank you for choosing Beacon. Your comments have been passed to the team. Amy
Highly recommended company and people
All at Beacon were very helpful and professional from start to finish, the whole process about what they could do and how they would go about it was explained very well and took all the stress out of a complex process. Highly recommended
25 septembre 2024
Réponse de Beacon CHC
Thank you Russel for taking the time to write this review. We are pleased to read that you found the advice and support you received from Beacon to have been helpful and professional, during what can be a confusing and emotionally-draining time. Your comments have been passed to the team. Amy
Beacon provided us with re-assurance
Beacon provided us with much needed re-assurance, constructive advice and practical assistance during a very difficult time. It was a great relief to have their support, which was provided in a professional, clear and courteous manner - thank you.
26 juillet 2024
Réponse de Beacon CHC
Thank you Chris for taking the time to submit this review. We are pleased to read that you found the advice and support you received from Beacon to have been both practical and reassuring, and we wish you the best of luck for the future. Your comments have been passed to the team. Amy
Invaluable Service
Beacon have been invaluable for helping us navigate a CHC appeal. They have been honest, clear about the costs and have provided us with exactly what we needed. Their wealth of knowledge is impressive. I wouldn't hesitate to recommend their services.
20 septembre 2024
Avis spontané
Réponse de Beacon CHC
Thank you for taking the time to write a review. Your feedback regarding our transparency is very important to us as we always aim to be clear and up front with our clients, at every stage. We are pleased to have been able to support you and your family through the appeal process. Your comments have been passed to the team. Amy
Great advocacy
Applying for CHC funding can be a mind boggling and distressing experience. My advocate, however, immediately put me at my ease. She was empathetic, thorough and very clear about the process, She had the wealth of experience to navigate the whole matter in a considered, strategic way. This made a difference. Great advocacy goes far beyond just a knowledge of the National Framework guidelines.
13 août 2024
Réponse de Beacon CHC
Thank you Tina for taking the time to write a review. Sadly we are contacted more and more frequently by families feeling lost and in need of guidance whilst attempting to navigate the CHC process. Your comments regarding the empathy of your Beacon advocate are very important to us, as we always aim to keep our clients at the centre, and use our intricate and historic knowledge of CHC systems and processes to support in the best way we can. Thank you for choosing us to support you and we wish you and your family all the best for the future. Your comments have been passed to the team. Amy
Beacon were absolutely brilliant in…
Beacon were absolutely brilliant in handling our appeal. Gina provided a very comprehensive and compelling appeal document, which she presented persuasively at the appeal.
She also took the time to provide feedback to us during the prolonged process, and guided us skilfully through the complexities of the CHC appeal system.
I fully recommend Beacon if you are considering appealing a CHC decision !
19 septembre 2024
Avis spontané
Réponse de Beacon CHC
Thank you Ian for taking the time to write a review. We are pleased to have been able to support you and your family through the appeal process, and appreciate your feedback on the documentation and representation from your caseworker. In accordance with Trustpilot policy, we would be very grateful if you would consider removing the names of the team members who assisted you, to ensure the review is not removed. Thank you again for taking the time to write this testimonial. Your comments have been passed to the team. Amy
Outstanding professionalism
Beacon represented my father thrroughout his six-uear-long appeal against being denied CHC funding for his care home placement. Our advocate at Beacon brought comprehensive professional knowledge of the procedures and advised me what evidence needed to be gathered and where to find it.
With Beacon's support we were able to win the apeal at NHS England IRP in March 2024.
I could not have sustained our appeal throughout its six-year duration without Beacon's expertise. Our advocate was an outstanding professional who brought expertise and strategic intelligence to the many stages of the process as it progressed through the state's bureaucratic tiers, at the very slow pace imposed by the state.
9 janvier 2024
Réponse de Beacon CHC
Thank you for taking the time to leave this review which has been passed on to the team and all involved. Given the extreme length of this appeal, your comments about your advocate’s professionalism and strategic expertise hold even more weight. We have been so pleased to have been able to support you and your father to receive the outcome you deserved. Thank you for choosing Beacon. Amy
Very supportive advice
Very supportive advice was greatly received from experienced and knowledgeable staff. I did not know where to start so needed this support to help my son. Thank you to all
6 septembre 2024
Avis spontané
Réponse de Beacon CHC
Thank you John for taking the time to submit a review. We are really pleased to hear that the support you received from our Free Information & Advice Service helped you to break down and understand what can be lengthy and confusing processes. We wish you and your son all the best for the future. Your comments have been passed to the team. Amy
Prompt, expert and practical guidance
I can't praise Beacon enough for its advice before the CHC asssessment, and for representing the family at the assessment meeting. CHC is way too complicated - both in concepts and procedure - for us to have managed without Beacon's prompt, expert and practical guidance. it was especially challenging because, as home carers, when we started out we did not have the daily detailed record keeping in place which is needed. Now the assessment meeting is over, it is reassuring to know that - whatever the outcome - we did the best we could, with Beacon's help.
21 août 2024
Réponse de Beacon CHC
Thank you Stefania for taking the time to leave this review. It’s really good to hear that you feel you have been supported by Beacon as far as possible in relation to the CHC Assessment, which as you say can be extremely complex and confusing. We wish you and your family all the best for the future. Your comments have been passed to the team. Amy
I highly recommend Beacon
I highly recommend Beacon, their service has been exemplary from beginning to end. I first called the free service who advised me to call the paid for service for extra advice. I never felt pressured to use their services and was given options for how I could move forward. I decided to pay for their help, which continued to be of the highest standard, and culminated in success. From the off I was made aware of what my success rate might be and my expectation was managed at every point. Thank you so much Beacon for helping me to get what my mother was entitled to. Even after the invoice from Beacon was paid, they continued to support me as I claimed back care fees paid.
23 août 2024
Avis spontané
Réponse de Beacon CHC
Thank you Mandy for taking the time to write this review. We are delighted to read about your positive experience with both our free and paid services, and we do not take your use of the word ‘exemplary’ lightly.
At Beacon we aim to be as honest and transparent as possible with those who contact us, giving as much information as we can in order for people to be able to make the right choices for them. As you know CHC can be complex so we are always open with our clients about chances of success, and it’s great to hear that you felt your expectations were well managed in this regard.
It has been our privilege to support you and your family during this process. Thank you for choosing Beacon – your comments have been passed to the team. Amy
Invaluable Help
Beacon's representatives, whom I corresponded with via email, and another who I spoke to today on the phone all gave me clear and empathetic advice that has been invaluable in me now obtaining agreement from my mother-in-law's care home that the Fast Track Pathway Tool should be completed by one of their qualified nurses and submitted on Monday. Without their help, I don't think I'd have been able to achieve this result - so I am extremely grateful to them.
16 août 2024
Avis spontané
Réponse de Beacon CHC
Thank you Bryony for taking the time to leave this review. We are very pleased to read that the support you accessed from our Free Information & Advice Service proved to be so formative, and that you found our advisers to be clear and empathetic. It’s great to know that this feedback applies both to your experience via phone and via email. In accordance with Trustpilot policy, we would be very grateful if you would consider removing the names of the team members who assisted you, to ensure the review is not removed. Thank you again for taking the time to write this testimonial. Your comments have been passed to the team. Amy
I've had a terrible experience with…
Very disappointed. I've had a terrible experience with Beacon, it was a waste of time, maybe people in different areas are getting better advisors, but not me, sorry, I can't recommend, speaking to Beacon at first seemed to be a possible solution, they took a really long time to contact me, and then initially seemed to be helpful but in the end didn't help at all. I had appointments booked and then no one called me, they didn't even email me with an apology and no communication letting me know why they could call me at the time scheduled. I've gone through one stressful experience with CHC team in Enfield to another stressful experience with Beacon. Thank you for nothing.
It would have been helpful Amy, if you had CALLED ME INSTEAD, to get my side of the story, which you did not do.
14 août 2024
Avis spontané
Réponse de Beacon CHC
Thank you for your feedback regarding the delays in getting through to us and please accept my apologies. Due to the number of people experiencing challenges within the CHC process, our services are currently busier and more in-demand than ever, and this demand is increasing. This unprecedented increase means that it is ever-more challenging to consistently respond to all enquiries within the timescales we aim for, while continuing to deliver the quality and person-centred support to every person who contacts us, which is fundamental to our ethos and guiding values. Our organisation operates nationally and therefore there are no differences to our service depending on location.
We are currently in the process of recruiting additional members to the Beacon team to address this capacity issue, and we are also developing our phone system to better address the needs of those who contact us, and to enable us to schedule callbacks with individuals while they are waiting.
In order to identify exactly what went wrong with your experience I am currently looking into your case with the team and I will come back to you with further information as soon as possible. I have privately requested additional contact information from yourself in order that I can identify your case as soon as possible – I would be very grateful if you would provide those.
Thank you again for taking the time to submit your comments which are important for the development of our organisation. Amy
EDIT: Thank you for your patience while I looked into this matter. I have now been able to speak with the team and review all notes and email exchanges relating to this case, as well as the call records from 9 August (urgent callback), 12 August and 13 August.
I understand that our advice is that the necessary care and medical records must be obtained in order for a new DST to be completed before the end of the month. According to our records we are yet to receive written confirmation from yourself as to whether you require Beacon’s support with this.
If you would like us to call you to discuss further please let me know and I will arrange for one of our team to call you at the earliest opportunity.
Thank you again for taking the time to submit your comments, and I hope we can work together to ensure you receive the support you require.
EDIT 2: I have spoken with the team and understand that you have now been in receipt of further advice via phone.
We understand that the CHC system can often feel overly-complex and sometimes unfair, and that your personal experience of it has been immensely frustrating for you. We also understand that you haven’t felt listened to and have felt unsure about how to progress through this system.
As an independent and impartial organisation Beacon has responded to your requests for advice as fully as possible, both via our Free Information & Advice Service, and via free consultation with our paid services department. We have listened to your situation, your concerns and offered advice as to the best way to proceed. We have given advice regarding both paid and free solutions, as well as recommending further free sources of support outside of Beacon. We have responded to your enquiries in a timely manner and urgently escalated where we saw necessary.
In light of this we would be very grateful if you would consider reviewing your 1-star review, as a score of this nature has a huge impact upon our overall rating. If you still feel the support you have received from Beacon merits just 1 star then of course we understand. Amy
Invaluable Support
My only regret is that I didn't engage Beacon sooner, at the initial stage for Assessment Advocacy. I thought I understood the system, but I was wrong. I engaged Beacon expert analysis service after my Mum was assessed and deemed ‘not eligible’ for NHS Continuing Healthcare. Every point of contact was professional even though it took some time as Beacon were very busy, but they kept in contact. My case worker compiled a remarkably comprehensive and detailed analysis of the Decision Support Tool, complete with a set of recommendations and action points. We had a meeting to review each point and discuss options to move forward. Her expertise and knowledge of Mum's individual case as it related to NHS CHC was invaluable. I recommend involving Beacon in the very early stages of the process.
30 juillet 2024
Réponse de Beacon CHC
Thank you Ladini for taking the time to write a review, which speaks very clearly to the benefits of engaging assistance at an early stage, and of the very real difference that can make. We are pleased to have been able to support you and your family through this process, and to know that you would recommend Beacon to others in similar positions. Your comments have been passed to the team. Amy
Professional service provided by Beacon.
Beacon were a great help in navigating through the complexities of CHC and were able to guide us in the right direction for building the evidence case for our assessment. The assessment advocacy service was invaluable and gave us the reassurance that we would be represented professionally during the meeting. We would not have wanted to go through the process without the help and guidance that Beacon provided.
25 juillet 2024
Réponse de Beacon CHC
Thank you David for choosing Beacon, and for taking the time to write a review of your experience of our Assessment Advocacy service. We are pleased to read that you felt reassured by the guidance and support you received, and that you found this guidance not only to be professional, but invaluable. Your comments have been passed to the team. Amy
Professional!
The appeal would have not been successful without Beacon!!
Beacon analysed the case from different perspectives and it has a thorough understanding of CHC requirements
I highly recommend Beacon!
19 juillet 2024
Réponse de Beacon CHC
Thank you for taking the time to leave a review. We are so pleased to have been able to support your family through the appeal process to receive the outcome you were entitled to, and pleased that you felt our support made the difference. For us, hearing our clients say they would recommend us is the greatest testament there is. Your comments have been passed to the team. Amy
Would thoroughly recommend Beacon
Would thoroughly recommend Beacon, I'm extremely grateful for the professional and comprehensive advice offered during a FREE consultation call, very informative as to how the different domains within a Decision Support Tool can interact to help make a more compelling case when applying for CHC funding.
22 juillet 2024
Avis spontané
Réponse de Beacon CHC
Thank you Michael for taking the time to leave this glowing review. We are so pleased you found our Free Information & Advice Service to be so helpful, and are very happy to have been able to assist you. Further free information is available on our website so do be sure to check there if you require any further assistance. Thank you again for your kind feedback, which has been shared with the team. Amy
I cannot recommend Beacon more highly
I cannot recommend Beacon more highly. We started with the free consultation but soon realised the complexity and time involved appealing for our father’s CHC would have been impossible with both our working commitments.
The Beacon representative was highly professional and incredibly kind and understanding. We started this process whilst my father was still alive and continued fighting on his behalf after he passed away. He was always very respectful of the added pain that this appeal was causing at a time of loss.
Beacon was successful in overturning the decision and there is no way my brother and I would have managed to do so.
I wholeheartedly recommend Beacon.
30 juin 2024
Avis spontané
Réponse de Beacon CHC
Thank you for taking the time to leave a review. It is great to read the experience of one family using both our free and paid services and we are very pleased to have been able to support you through the journey to the outcome your father deserved. ‘Professional’, ‘kind’, ‘understanding’ and ‘respectful’ are words which remain at the centre of the service we aim to deliver, so it means a great deal to see them written down in client feedback. Trustpilot policy doesn't allow individuals to be named in full, so we would be very grateful if you would consider removing the name of the team member who assisted you to ensure the review is not removed. Thank you again for putting your trust in Beacon. Your comments have been passed to the team. Amy
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