Frequently Asked Questions
Do I get to choose my care team?
Yes. After the initial assessment of your needs, we put forward carers we think may be suitable, who have the right knowledge, experience and availability to give you a good continuity of care. You then tell us who you would prefer and we’ll do our best to cater for your preferences.
What if we don’t get on together?
We will change your carers if you ask us to. We recognize that receiving care in your own home is a very personal matter and that you need to feel at ease with your carers.
What is my carer fails to turn up?
We have a call monitoring system. The way it works is this: carers must pick up your phone when they arrive at your house and dial a special number linked to our office computer (they also do this when they’re leaving your house). If a carer has not logged onto the system within seven (7) minutes of the time they were due at your house, an alarm is raised at our offices. So we will know if a carer hasn’t arrived. We then contact them, find out what’s happened and if for some reason they can’t get to you, we send out a back-up carer immediately. (You will have met any back-up carer we send and they’ll know about your needs. You won’t be sent a complete stranger.)
How do I cancel a visit?
You can cancel at any time. We don’t charge you if you cancel within 24 hours, however, we do charge you if you give less than 24 hours’ notice.
What if my needs change and I need more care?
We will accommodate you and revise your care package. This can be adapted at any time, so just let us know.
Can my carer come with me on holiday?
Yes, assuming the carer is free to do this. For insurance purposes we would need a copy of all travel documents to ensure insurance is in place for you and the carer
What if I have a complaint?
We have a comprehensive complaints procedure. You will find a copy of it in your home folder, and a form for submitting a complaint.
How is care funded?
Social services clients can be funded via Direct Payment– this is money your local authority gives you to arrange your own social care services. Anyone assessed by their local social services department as needing care services can choose to take all or part of their care package as a Direct Payment. Please contact us for further information about funding.