Client FAQ's: Care at Home
"What tasks can a carer undertake?"
Anything from general help around the house to assisting with personal care. Duties could include help with getting up in the morning, washing/bathing, making breakfast, doing the shopping, light housework and preparation of meals. We also offer a companionship service where a carer can accompany you on social occasions, or just sit and chat for a couple of hours.
"Do you take up references of your carers?"
Yes. Our managers follow a stringent recruitment process, including a personal interview and skills assessment. We require two written references before any carer is placed in work.
"Do you carry out police checks on all your staff?"
Yes. It is a requirement that we undertake an "Enhanced" check with the Disclosure & Barring Service (DBS) for all staff prior to being placed for work.
"What experience will each carer have, and what training will they receive?"
The level of experience varies from carer to carer. Some of our carers have been with us for many years, while others have joined the company more recently and may only have two or three years experience. Training is mandatory and all carers undergo an extensive induction course followed by regular update training courses.
"Who has access to the information you hold about me on file?"
Access to your information is limited to individuals involved in the provision of care. However, personal files may be reviewed as part of the inspection and regulation process. If you or your representative wishes to see your file, it will be made available upon request. We are registered with and comply with the regulations under the data Protection Act 1998.
"How will my carer know what to do when he/she visits me?"
A carer will only be assigned to you if they have the relevant skills and experience to meet your requirements. Before their first visit your Care Plan will have been discussed in detail so they will know exactly what they are required to do when they arrive.
"If I'm not happy with my carer what should I do?"
We try to provide regular carers to ensure continuity of care. If for any reason you are unhappy with your carer you should speak to the manager of your local branch and they will make arrangements to assign someone else to you.
"Are your carers trained to deal with elderly people suffering from dementia?"
Many of our clients have problems with memory loss to one degree or another so we understand the importance of providing our carers with appropriate training in this area.
"Will I always have the same carer?"
It is important that a relationship develops between you and the carer so we provide as much continuity as possible. This enables you to feel safe and secure and have a level of comfort in the familiarity of a friendly face. If a carer has a holiday or time off another carer will be organised to cover for these periods.
"If I am arranging care for a relative what kind of feedback will I get?"
We maintain regular contact with family members on an on-going basis. If there are any emergencies or problems that arise you will be notified immediately.
"What age are most of your carers?"
We employ a wide age group of carers. Our recruitment programme starts at 18 but the majority of our carers are of mature years. We believe the most important attributes of our carers are to have the right attitude, the relevant skills and, above all, a compassionate nature.
"What are your payment terms?"
Our invoices are sent out weekly. You can pay by cheque or BACS. Our payment terms are within 7 days. Arrangements can be made to make monthly payments if required.