frequently asked questions
The homecare sector has been issued with specific official guidelines to help curb the spread of Coronavirus. Our support workers are following infection control procedures e.g. regular hand washing and use of PPE. We carry out risk assessments for each individual using our service to determine the level of risk and measures to be taken. These are regularly reviewed.
We aim to set up your service as quickly as possible. After your needs have been assessed, your care plan will be developed and we will try to allocate you with a suitable support worker, based on your needs. We do not like to rush the process as we want to ensure that you will be happy with the support worker. You or your representative will have to sign the care plan documents and consent form(s).
It is difficult to provide a definite answer to this. Each individual is different and the cost of your care will be dependent on the level of support you require. After your free care needs assessment, you will be provided with the exact figures. We can provide an approximate cost over the telephone.
If you would like to increase or reduce your support, please feel free to speak to us about this as soon as possible. During the first few weeks of care, you may find that you need to make amendments – this is common. We will update the care plan accordingly.
If you wish to cancel support on a particular date for whatever reason, we kindly request that you give us at least 24 hours’ notice.
We try as best as possible to make this happen. It is important for continuity of care. However, we always try to introduce someone else as well at some point that will be able to step in if your regular support worker is unable to assist you – perhaps owing to illness or if they are away on annual leave.
We value our service users’ feedback and understand that human relationships are complex. We want you to be happy and comfortable with the person supporting you. If you find that you are not getting along with your support worker, contact us to discuss this and we will try to get you someone else.
All our support workers have to undertake a Disclosure & Barring Service (DBS) check (formerly known as Criminal Record Bureau (CRB) check) to indicate whether they are suitable to work with vulnerable people. In addition, we request at least two references from previous employers before deciding whether to offer them employment or not.
Typically, your support worker will only be able to provide you with the support that has been agreed with you in your care plan. If you require additional support that is not in your care plan, speak to us about it. Support workers will generally not be able to give injections or change sterile dressings. You will be given more information about this when the service is set up.
We operate an out of hours service outside of normal office hours. You will be given more information about this when the service is set up.
We generate invoices every four weeks. Each care visit during the invoicing period will be itemised in the invoice. We can post or email this to you or your representative, depending on your preference. Invoices are payable within seven (7) days.
We currently accept payments by cheque or bank transfer.
You can cancel the service at any time provided that this is in accordance with the terms and conditions stipulated in the Service User Agreement. There are no cancellation fees or hidden charges. You only pay for the care that you have received.