FAQ

The cost of care is dependent on the amount of care needed. Every package is tailored to suit the individual and can vary from one visit per day to 24 hour live in services. We can give you an accurate quote when you call.

This will be agreed between yourself and your Care Manager (If you have one). Durations vary with the minimum time set at 30 minutes and the maximum being 24 hours i.e. for our live in service. The most common duration for a visit is 30 minutes. You may have two to three visits per day for 30 minutes each depending on your requirements or you may feel that more time is required. 45 minutes, 1 hour etc. It’s entirely your choice.

Yes. Prior to starting, all staff are required to complete a three week induction course to include all mandatory training. Shadowing is also arranged so our staff and service users can familiarise themselves with each other before they begin working. We fully appreciate how uncomfortable it may be for a “stranger” to visit you and deliver personal care. Our care assistants are also encouraged to complete the necessary accredited qualifications to better their knowledge and skills.

We source our care assistants locally and try our best to place them close to the area they live in. We do this for two reasons. Firstly, for their local knowledge and ease of working closer to home. Secondly, in the event of adverse weather conditions where people may not be able to safely travel in their cars, we want to be able to deliver our service come rain or shine (or snow!) and so we would ask our care staff to walk where possible to ensure that your service does not suffer.

We can usually start a new package of care within a day or two. Upon acceptance, we arrange a risk assessment at a time that suits you. This is completed at the property where our care will be delivered and is carried out to assess the risks to both the service user and the care assistant. This is usually completed within an hour or two. Once both parties are satisfied that all necessities are in place, the care package can commence the very next day.

Yes. All care assistants are subject to an Enhanced Criminal Records Bureau (CRB) check and ISA check before they begin working. Once employed, they are also subject to regular spot checks, supervision and appraisals. Their work is closely monitored to ensure they are all compliant with the Care Quality Commissions (CQC) rules and regulations and also our own policies and high standards.

Yes. As part of our quality control, our Area Supervisors regularly visit our service users to ensure standards are being met and you are happy with your service. Quarterly monitoring is a huge indicator in service user satisfaction and we take feedback very seriously, both positive and negative. We like you to feel involved. With us, you are not a number, your wellbeing is imperative.

We try our utmost to allocate you a care assistant that best understands your needs and preferences. Staff undertake specialist training to meet specific customer needs. To maintain a reliable service, we have a register of bank staff. This enables us to sufficiently cover care visits in the event of sickness and holidays. When your usual care worker is away, the standard shouldn’t drop and everything should remain the same.

Our visits are coordinated by our admin team who use a very reliable and useful system to enable us to allocate care visits in the easiest, most straightforward way. We take into account location, travel times and suitability to ensure service user satisfaction.

In some circumstances the partnership between yourself and a particular care assistant may not work. This may be due to a personality clash. We work hard to resolve any issues as quickly as possible. If any problems do arise, please do not hesitate to contact our office to discuss your concerns.