Will I get the same carer for each call?
We always try to make sure you get the same carer as much as possible. Unfortunately due to days off and holiday that can’t always happen, we will provide you with a team of three regular carers so that you’ll always know the person coming to see you.
Do you send out a schedule of calls?
We send out a schedule every two weeks with the following fortnights visits on. If you have access to the Internet you can also log on to the portal and see all your up coming calls.
Do the carers always arrive on time?
Due to the nature of the work we do there is always the possibility of hold ups with previous clients, so we always advise to allow your carer 30 minutes leeway either side of the time scheduled. If the carer is going to be more the 30 minutes late either the carer or a member of the office team will ring to let you know. Having said that late calls don’t happen very often over 90% of the calls we do are on time.
When do I pay my bill?
We send out our bills on the 1st of each month for the previous months care. You can make payment, via cheque in the stamped address envelope included with the bill, by BACS or online via the credit/debit card payment tab on our website.
What if I want to cancel a call?
We understand that from time to time you will need to cancel a call. Just give the office team a call and they will let the carer know and cancel the call off of our system. The only thing we do ask for is a minimum of 24hrs notice as we need time to find the carer work to replace the cancelled call, if less then 24hrs notice is given the call will have to be charged for.
Can I add an extra call if needed?
Absolutely, just give the office team a call and they’ll get an extra visits booked in. The more notice you can give us the better, as it will allow us to change the carers schedules and provide you with the time you require.
What happens if I go into hospital or respite?
We will put your calls on hold while you are away. When you are due back we will reinstate the calls and schedule you back on to the carers visit list. We can not always guarantee the same call times on your return, but will endeavour to get things back to normal as quickly as possible. If your care needs have changed we will do another assessment and make the necessary amendment to your care plan.
Do you do shopping trips?
We are happy to either take you shopping or you can supply us with a list of the items you need and we’ll go out and buy them on your behalf.
Do you charge mileage?
We only charge mileage on trips out for example going to the shops or doctors. On regular visits we only charge a visit allowance, which we pay directly to the carers at the end of each month to cover their travel costs.
Do you do live in care?
We do provide live in care, for more information please contact a member of the office team.
How do you monitor the carers on a daily basis?
We use a system called CM2000, this system allows us to monitor the carers in real time. We can see when they login at the start of each call and when the logout at the end, this allows us to track where they are and make sure they are staying the full length of time. Being able to track the carers also enables us to make sure that all the calls are covered as any late calls are flagged up to us. We also speak to all the carers on a daily basis and do regular supervisions.
Do you do cleaning?
We are happy to do light domestic work and will keep the hygiene areas clean. If you require a deep clean for example cookers cleaned etc, then we can put you in touch with competent companies who can help.
Do you supply mobility aids?
I’m afraid we don’t but we can put you in touch with companies that do.
What is your availability?
Due to the nature of the work we do, our availability changes on a daily basis. For our up to date availability it’s best to ring the office team.
How quickly can you put care in place?
A week is our preferred timescale as it gives us time to do the care needs assessment, get the care plan in place and schedule cares. We do understand that sometimes peoples care needs are urgent, so we can put care in place on short notice if required.
How much will my care cost?
The cost of your care package will depend on the amount of visits you need. Please see our cost calculator for an overview of the cost of care.
What is the minimum amount of care you can provide?
Our minimum call time in 30 minutes, so the minimum we can provide is one 30 minute visit per week.
Do you do pop in’s?
Our minimum call length is 30 minutes, we are happy to do a pop in but it would be charged at the 30 minute rate.
