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... Toon meer
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Lees wat reviewers zeggen
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... Toon meer
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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... Toon meer
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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... Toon meer
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Bedrijfsgegevens
Geschreven door het bedrijf
The experienced team at Beacon provide expert advice, casework and advocacy for families trying to navigate the NHS Continuing Healthcare system.
Contactgegevens
Verenigd Koninkrijk
- www.beaconchc.co.uk
4,5
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275 reviews
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Disappointed
I first contacted Beacon approximately two months ago and left a message asking for paid advocacy advice. I left a further two messages over the following three weeks. A week or so later I completed their online email enquiry form. I still haven't received a reply.
1 november 2023
Review zonder uitnodiging
Antwoord van Beacon CHC
Thank you Greg for your feedback regarding your difficulty in getting through to us and please accept my apologies for this delay. This is an issue we are aware of, and we are currently in the process of recruiting additional members to the Beacon team to address this capacity issue. 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 I am currently looking into your case with the team and I will come back to you with further information as soon as possible.
Thank you again for taking the time to submit your comments which are important for the development of our organisation. I will be back with you when I have further information. Amy
EDIT: After speaking with the team I am advised that a team member will be in touch with you today to discuss the matter and to arrange a consultation for this week. Can I please take this opportunity to apologise again for the longer-then-usual waiting time during what has been an exceptionally busy period for our services. We hope we will be able to improve upon your experience and opinion of our service, and if so we would be very grateful if you would consider modifying your Trustpilot rating to that effect. Apologies once again and thank you for your understanding. Amy
Expertly provided guidance and…
Expertly provided guidance and representation at the DST Meeting. We would have been out of our depth had it not been for Beacon being there - we had peace of mind and I am sure the positive outcome of the meeting was due to Beacon’s advocacy in this matter.
7 november 2023
Antwoord van Beacon CHC
Thank you Derek for taking the time to leave a review. We are so pleased to read that you felt supported by your Beacon advocate both before and during the DST meeting. ‘Expert representation’ is what we consistently strive to deliver, but that this advocacy also brought you peace of mind during what can be an emotionally challenging time is even more rewarding. We are very happy to have been able to support you through this process to achieve a positive outcome, and your comments have been passed to the team. Amy
Navigating a CHC review
Navigating a CHC review is an astonishingly detailed and complex process. Marie Curie recommended BeaconCHC to us, and we were extremely grateful to receiver their calm, detailed and constructive guidance. Thank you.
14 november 2023
Review zonder uitnodiging
Antwoord van Beacon CHC
Thank you Mary for taking the time to leave a review. We were pleased to read that you found us through Marie Curie, and that you felt reassured by the guidance received. Your comments have been passed on to the team. Amy
No response from Beacon
Had brief advise from B***a who was to email me back the following day - it was 48 hours later and her response what not what we had discussed. She failed to respond to emails and phone calls. It is physically impossible to speak to someone at Beacon unless they want to speak to you! I’m struggling to understand how they can help me when the initial service is so poor!
13 november 2023
Review zonder uitnodiging
Antwoord van Beacon CHC
Thank you Ross for your feedback regarding your difficulty in getting through to us and please accept my apologies for this delay. This is an issue we are aware of, and we are currently in the process of recruiting additional members to the Beacon team to address this capacity issue. 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 I am currently looking into your case with the team and I will come back to you with further information as soon as possible. In the meantime we would be very grateful if you would consider removing the name of the Beacon team member involved, as Trustpilot doesn’t allow the naming of individuals.
Thank you again for taking the time to submit your comments which are important for the development of our organisation. I will be back with you when I have further information. Amy
EDIT: After speaking with the team I am aware that the colleague involved has since been in touch to clarify that she had been experiencing IT issues that morning, and to apologise for the impact this had on your experience of our service. It is my understanding that an agreement has now been reached between yourself and Beacon, and therefore we would be very grateful if you would consider modifying your Trustpilot rating to that effect. Apologies once again and thank you for your understanding. Amy
Very quick responses from Henry and…
Very quick responses from Henry and others at Bromley Chc.
7 november 2023
Success
My wife is receiving End of Life Care in a Nursing Home and I felt that my local Integrated Care Board was hounding her with 5 reviews inside 6 months culminating in a MDT Assessment which was not conducted in accordance with the National Framework. The Beacon advisor provided all the guidance and sage advice I needed to successfully challenge the decisions made by the ICB which resulted in my case being upheld and a full return of Care Home fees.
6 november 2023
Review zonder uitnodiging
Antwoord van Beacon CHC
Thank you Robert for taking the time to write this testimonial. It is good to read that the guidance provided by our Free Information & Advice Service gave you the support you needed to be able to successfully challenge the decision and secure the correct outcome for your wife. Many families are able to undertake CHC processes and successfully challenge incorrect procedure themselves without engaging paid advocacy services, therefore it is heartening to read that with the correct support and guidance from our helpline you were able to do so. Your comments have been passed on to the Beacon team. Amy
A company you can trust
Very professional company and staff - I felt heard!
Excellent communication and support before, during and after the DST meeting.
Would definitely recommend, valuable assistance and support from start to finish.
27 oktober 2023
Antwoord van Beacon CHC
Thank you Nic for taking the time to leave a review. We are very pleased that you felt supported by your advocate through the DST process, and that you felt Beacon to be professional and trustworthy. Most of all we are pleased you felt listened to and heard which is of fundamental importance to this process. Your comments have been passed on to your advocate, and the rest of the Beacon team. Amy
Fighting a rotten system
‘How we treat our old people is a crucial test of our national quality. A nation that lacks gratitude to those who have honestly worked for her in the past while they had the strength to do so, does not deserve a future, for she has lost her sense of justice and her instinct of mercy.’
David Lloyd George, PM 1916-1922
Those who were born in 1948, the year that the NHS was created, will be 75 years old this year. Both they, and all those who are still alive, have spent all or most of their working lives paying into the NHS which promised health care "from cradle to grave", irrespective of wealth.
For very, very many ill people, the government decided, apparently arbitrarily but also based on someone’s postcode, to determine that essential nursing care – paid for by the NHS – is "social" care, a means tested benefit.
Someone with, say, Alzheimer’s disease who is incapable of caring for themselves in any way at all, unable to feed themselves, clean themselves, dress and undress themselves, is unable to walk unassisted and, so, risks falling, or take prescribed medicines, has an illness, literally a disease. To claim that their care is "social" care – for example, maybe preparing a meal or going out to do the shopping – is reprehensible.
Needless to say, the government also created the situation whereby the care provided is now "outsourced" to for-profit businesses whose prime objective is the generation of profit for shareholders whereas, in the past, "social" care was provided by the State, for the benefit of those being cared for.
Beacon excels in providing advice and advocacy to those who have been cheated, by the government, of continuing health care, often in the last stages of life.
Beacon does everything in their power to rectify this situation but, as time goes on, the government classify more and more seriously ill people as receiving "social" care who are, in fact, receiving essential nursing care.
Imagine being in work, in 1948 when the NHS was created, having served the country, in the Second World War, working hard until retirement – and paying into the NHS the whole time – and then, when the care promised was needed, having to pay for it all over again.
If Beacon can find any way to obtain justice for sufferers and family members where someone with an illness is, quite clearly, receiving nursing care but has been categorised as requiring "social" care they will.
Beacon, itself, is a non-profit organisation that works for people, not the State. Beacon’s people are caring and compassionate and, in my experience, bend over backwards to do all they can to get justice.
Unfortunately, in spite of working tirelessly for clients, sometimes the answer is "no". That is not a fault with Beacon but with what has turned into a rotten system at the hands of the government. There is also a "postcode lottery" element to funding so take Beacon’s advice and, if they think it’s worthwhile trying, at least there’s the satisfaction of knowing that you’ve tried.
13 oktober 2023
Antwoord van Beacon CHC
Thank you Mr Pierson for your testimonial. We consider the independence of our organisation and that of the support and advocacy we provide of fundamental importance to our service, and the bedrock of what we do. Therefore we will continue to call out and challenge bad practice where we see it, and support individuals and their families to fight for the funding to which they are entitled. Amy
An expert and compassionate helping hand
I would not want to go through this process without Beacon by my side. My sister's was a complex and unusual case, but I knew I could always rely on expert and compassionate help and support from my advocate. She really did go above and beyond - it is a far better experience than dealing with a firm of solicitors, for whom you would be racking up costs at every turn. I feel it is definitely value for money. My advocate was always prompt to reply to my emails. She displayed great empathy for my sister's suffering, and was always so supportive of me too. Her deep knowledge of the whole process was invaluable, as was her mental agility on the days when we had meetings with the CHC. She was a really expert communicator. I can't recommend Beacon highly enough.
11 oktober 2023
Review zonder uitnodiging
Antwoord van Beacon CHC
Thank you Rose for taking the time to write a review about your experience with Beacon. Reading the words ‘empathy’ and ‘compassionate’ in relation to the approach of your caseworker is very fulfilling as it represents a practical illustration of the values-led approach we strive for within this organisation. We are also pleased that you perceived the service to be good value for money, and the advice you received to be expert. Your comments have been passed on to the team and we are very grateful for your recommendation. Amy
Well prepared Advocate and a smooth process
Asked Beacon to support a CHC DST Assessment for my 95 year old father. The Advocate reviewed all the documents and was well prepared for the assessment process, which she discussed with us in advance. It all wrent very smoothly, and was a lot less stressful than doing it without support.
15 september 2023
Antwoord van Beacon CHC
Hello David and thank you for taking the time to write a review about your experience with Beacon. We are pleased you felt prepared and supported by your advocate and that this aided the smooth running of the DST. We have been very pleased to support you through this process and your comments have been passed back to your advocate. Amy
When up against a CHC, they know...
...what they are talking about.
Like most people, we assumed that being permanently bedbound with dementia would be sufficient for the NHS to pay all care home fees. Being turned down for more than nursing care funding was a shock.
Beacon know how the system works and were able to explain via both a comprehensive report (nearly 30 pages) and an hour of online video meeting exactly how the “system” works and how the conclusion might have been reached.
This saved us time making a futile appeal, which would have dragged on for a year or more, and gave us strong preparation for next time an assessment is made. Next time we will be prepared thanks to them.
Do be aware that Beacon are exceptionally busy and there is a long wait – around 2 months before you will be allocated a caseworker who will be able to help.
The other problem we found is that before Beacon allocated us a caseworker, while still in the pre-allocation waiting period, we had a serious problem reaching them when things went wrong.
The issue was that we had made an innocent error – that any reasonable person makes, and that CHCs use to trick you: We asked the CHC about an appeal before putting Beacon in place. For the record, DO NOT DO THIS: it turns out ‘just asking’ about an appeal is taken by a CHC as “starting to appeal” and means you have 2 weeks or so to get the paperwork in.
Thus we were left with the CHC putting us under pressure to make the appeal or give up our right to do so, and needing to contact Beacon urgently.
This we couldn’t, with a clock ticking. After a horrible week of trying, we did make contact with them at pre-allocation level and they were incredibly helpful, generously sorting it out for free, but be aware this is a flaw in the service.
That said, it is worth every penny for what they do and we will not hesitate to use them next time.
7 augustus 2023
Antwoord van Beacon CHC
Thank you Mr Rich for taking the time to share your comments. We are pleased you felt supported and prepared by your advocate, that you felt the service you received represented good value for money, and that you would both recommend Beacon and use us again. Our systematic knowledge and extensive experience in the complex field of Continuing Healthcare is, we feel, one of the main differentiators that sets us apart from our competitors, enabling us to pinpoint what is required for each individual case.
Thank you also for your constructive feedback regarding communication during the pre-allocation period, which is something we are continually looking to improve. We have recently implemented measures to strengthen communications channels between clients and caseworkers after allocation, however it is of the utmost importance that individuals are able to reach us with urgent requests during all stages of the process, therefore your helpful feedback will be taken into consideration as part of our future development. Clients are always able to reach us via email.
Regarding waiting times before being allocated a caseworker, unfortunately this really does depend on our current client roster. New work is taken on and scheduled depending on capacity, and any existing case deadlines – therefore unfortunately during certain periods there may be longer waiting times than others before we are in a position to take on new clients. This is something we are looking to improve with the growth of our organisation, but on this occasion we are sorry it resulted in a longer than anticipated waiting time.
Thank you again for taking the time to submit your comments which are incredibly important for our future development, and have been passed along to the team. We are very pleased that you would rate your experience with Beacon 5 stars overall, and wish you the very best for the future. Amy
NHS CONTINUING HEALTHCARE…..Beacon were…
NHS CONTINUING HEALTHCARE…..Beacon were a very professional company to deal with and extremely helpful with information.
The advocate that I used to represent my dad was excellent. She explained the whole process very well to me and acted very professionally on the day of the meeting. She was very easy to talk to.
25 juli 2023
Antwoord van Beacon CHC
Thank you Caroline for taking the time to feed back about your experience with Beacon. Our advice team and our case team are very pleased to have been able to assist you and your father, and it means a great deal to read that you found us to be helpful, professional and easy to talk to. We wish you and your family all the very best for the future. Amy
Please amend your processes ….
Whilst the advocate was lovely, very knowledgeable and gave me some guidance, I was not happy with Beacon’s processes. They do not start to look at the file until 48hours before the CHC meeting. As my mother’s case was fairly complicated, I felt compelled to go through her medical notes, do lots of research and fill out the DST myself as I was concerned about leaving it all to the last minute. Plus I know my mother and her condition best.
Consequently I have paid Beacon £3k but actually did all the work myself.
OK, maybe if I’d have left it to Beacon it would have been ok, (the funding was refused anyway - just how sick does a person need to be to qualify for funding?!), but I just don’t work like that.
May I suggest you amend your procedures to allow the client to engage with their advocate and get a feel for their competency a couple of weeks before the CHC meeting. This would have been really useful to me and saved a lot of time and stress as I would have felt more confident leaving it to Beacon to handle.
18 juni 2023
Antwoord van Beacon CHC
Thank you for your patience while we looked into your case and spoke to the advocate who represented you and your loved one. Please see below our response to your feedback.
Firstly we are pleased to read that you found your advocate to be knowledgeable and approachable. Not only are all of our advocates highly experienced in CHC, but we place great importance on ensuring our team always act with compassion and are mindful of the emotional burden many of our clients are under.
In terms of our process and approach, the particular service you requested (Assessment Advocacy) outlines that our team starts work on the case 48 hours in advance of the assessment, and these timings are reiterated in the contract. We operate in this way to ensure that our advocates are fully informed of the case and up-to-date with care plans and records. This familiarity enables us to quickly pinpoint specific information and evidence during the MDT if, for example, the care needs are understated. Opting for our slightly more expensive Assessment Advocacy with Evidence Review service means that we begin work on the case a couple of weeks in advance by conducting an evidence quality check. According to our records we communicated information about this alternative service in advance, but it was not requested.
Despite instruction for our Assessment Advocacy service (with a 48-hour lead time), your advocate did make contact 10 days in advance to discuss the parameters of the service. This is an example of the person-centred approach we strive to keep at the heart of the service we provide, ensuring that we listen to the individuals we are representing and are responsive to their needs.
As you mention in your feedback, a lot of research was undertaken by yourself including the pulling together of hospital records. While this information was undoubtedly useful, your advocate advised not to rely too heavily on these records as they were historic, and in our experience leading with granular first-hand experience of the individual’s needs often offers greater chance of a favourable outcome decision. This is the type of information which can only be gained from conversations with the individual’s loved ones, and is just not present in care home notes and hospital records.
Unfortunately in this case regardless of the service chosen, the outcome of the eligibility decision would not have been different. This is sadly an example of the fact that representation does not guarantee eligibility.
During the debriefing, your advocate advised as to what may tip the individual into eligibility in the future, and the ways in which you are able to request reconsideration. She also outlined the services and support available through our free Information & Advice service, should you need further advice and assistance in the future.
The advocate who was assigned to your case is a highly skilled and experienced CHC professional who is accustomed to receiving excellent reviews from clients, even when they have not been successful. In this instance and having looked into your case, we feel confident that your advocate thoroughly researched the case as per the service agreement, provided clear guidance about use of evidence, and delivered expert advocacy at the assessment.
We will of course take your feedback and comments into consideration for the future and we thank you again for taking the time to leave a review. If you would like a member of the team to contact you to discuss the matter further please indicate and we will contact you directly. We understand that the outcome decision was a disappointing one, and therefore we would like to reiterate that should you need any further advice in the future, support is available via our free Information and Advice service. Amy
This company was key in helping us…
This company was key in helping us secure CHC. It was an incredibly difficult and stressful process as my Dad had multiple health issues but they were so supportive and diligent in going through the mountains of medical and care home notes and extracting all the evidence pertinent to each domain. They then put together a very clear and compelling argument. Sadly, the NHS chose to draw it out until an independent review but they found in our favour. It did cost us a lot of money because Dad's case was so complex and it took a lot of hours to go through all the evidence. Final costs were nearly £14,000 but care costs of contested period were around £80,000 plus we were successful in securing CHC going forward. Beacon are an ethical, not for profit company and that really came across which made me more comfortable with fighting for this.
10 juli 2023
Antwoord van Beacon CHC
Thank you Maria for taking the time to leave a review, and for your words regarding our ethics and approach. We are so pleased that we were able to give your family the support you needed to ensure your father received the funding he was entitled to. Amy
Our relative had been turned down for…
Our relative had been turned down for continuing healthcare as he suffers from muscular dystrophy but we wanted to challenge the decision. We decided to engage a caseworker from this organisation after doing considerable research of the different companies doing this kind of work. We were guided through the process and given very realistic expectations regarding our potential for success and whilst not being successful on the review we persevered and it went to local review which is the third stage in the process.
We were successful and finall have justice for our relative. Many thanks to the caseworker involved - we are absolutely thrilled with the outcome.
11 juli 2023
Review zonder uitnodiging
Antwoord van Beacon CHC
Thank you Julia for taking the time to leave a review. We are pleased that after your research into other CHC advocacy companies you chose to come to Beacon for support, and that you found us to be honest and realistic in our guidance as to expectations for success. More than anything we are thrilled that you were able to secure the outcome and the funding your family deserved. Amy
Exceptional service
The approach of Beacon staff is client-centred and individualised. You always feel that they really are on your side and their knowledge of the CHC process is extensive.
29 juni 2023
Antwoord van Beacon CHC
Thank you Patricia for these words. Hearing that you felt our support to be client-centred and individualised reflects the person-led approach we strive for, therefore your feedback means a great deal. Amy
Thank you Beacon
Gave me the confidence to go into a very stressful and emotional situation, knowing that someone was 'on mom's/my side'. My advocate was knowledgeable, approachable, and very reassuring. Thank you.
29 juni 2023
Antwoord van Beacon CHC
Thank you Jan for taking the time to submit this feedback. It means a great deal to hear that you felt supported by Beacon during this emotionally difficult time. Amy
CHC assessment
The case handler was professional knowledgeable and courteous and secured the right outcome for the assessment- job well done.
13 juni 2023
Antwoord van Beacon CHC
Thank you Grahame for your feedback. We are pleased that you felt confident in your caseworker, and very happy to have supported you to receive the outcome you and your family were entitled to. Your comments have been passed along to the team. Amy
We contacted Beacon for help after…
We contacted Beacon for help after being turned down for CHC after the Local Appeal Meeting. Our area is notorious for not paying out! Gina, our Beacon Caseworker, prepared a statement for the Independent Review Panel and supported us at the Panel Meeting. We obtained a favourable outcome, resulting in a retrospective refund of 22 months fees and the NHS providing the support our relative needs and is entitled to. Beacon's fees were transparent and our caseworker easy to communicate with and compassionate. Thank you.
16 mei 2023
Review zonder uitnodiging
Antwoord van Beacon CHC
Thank you Samantha for taking the time to leave a review. We are so pleased to read that you found your Beacon caseworker to be easy to communicate with and compassionate, and that you found our fees clear. A person-led approach and transparency in pricing are two things which are particularly important to us and we work hard to achieve them. We have been very happy in supporting you to receive the funding your family was entitled to. Amy
Successfully won appeal - highly recommended
We had naively thought going into the CHC process that mum would automatically be given the support she needs, and only later found out how difficult it is to prove eligibility for CHC.
We contacted Beacon initially for help after what we felt was an incorrect decision for her eligibility for CHC. They advocated for us at her next review, and helped obtain a favourable outcome. They then pursued an appeal on the original DST which was also upheld, resulting in a retrospective refund of 6 months fees, and the NHS providing the support mum needs and is entitled to.
We wished we had known about Beacon and used them for advocacy at the initial DST, and would certainly suggest that to anyone starting on this process as it may well save a lot of time and heartache in the long run.
Throughout the process everybody we dealt with at Beacon was fantastic - friendly and diligent in their work and support. Highly recommended.
1 april 2023
Review zonder uitnodiging
Antwoord van Beacon CHC
Thank you Nick for taking the time to leave your comments, which have been passed on to the team. You are absolutely right that proving eligibility can be an overly-complicated and drawn out process, at an already difficult time. We have been very pleased to support you in proving eligibility, and overturning the original incorrect outcome of the DST, thereby securing the retrospective and continuing funding your mother was entitled to. Amy
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