Frequently Asked Questions
Below are some of the questions we are asked more frequently but, should you have any concerns that are not addressed, please do not hesitate to call 020 8648 0395
Do you assess clients prior to starting your service?
Because we also cater for private clients, we are able to assess all clients personally to ensure we both fully understand and are able to meet their needs. Save for emergencies, we always assess clients prior to starting a service and then review our service with you regularly to ensure we are still meeting your needs
Do you charge for making an assessment?
We never charge for making an assessment, or for monitoring visits. You will only ever pay for your carer’s time or any other service you have specifically agreed with us in advance.
Is it possible to speak to existing clients to find our their views before making a decision?
A number of our clients, or their relatives, are happy to speak with prospective clients as they remember how difficult it was when they had to make such an important decision. Out of respect for their time, all we ask is that you first have an assessment to ensure we are able to cater for your needs. We will then give you some names and phone numbers for you to call them in confidence.
Will I always have the same carer?
One of the advantages of caring for private clients is that we can tailor carers to match individual clients. If you need the service to start quickly there can sometimes be a settling-down period whilst we find the right carer/s for you, but once we have found carers you are happy with, save for when they are taking time off, they will continue to look after you. It will depend on the number of visits you have booked per week, but will typically be between one and three carers, all personally approved by you.
Do your carers all speak English?
All of our carers speak fluent English but, if clients are ever unhappy with a particular carer for whatever reason, we will find one they are happy with.
Are your carers DBS checked?
All our carers are DBS checked and we are currently moving to a system whereby we are advised if they commit any offences once they have started with us.
What training do your carers have?
Our carers receive possibly the most comprehensive training in our industry. They go through a thorough induction process, completing the nationally recognised Care Certificate course, and then entering our ongoing training programme. This typically involves them completing one assessed training module per month plus any additional training that is necessary. They will also be entered into NVQ training as well as receiving an annual appraisal and quarterly supervision sessions. However, it is our staff who really make our training special by choosing one additional subject a year which they feel will make the most difference to our clients. This typically involves them studying in their own time over a period of twelve weeks!
Do you monitor the time and duration of the carer's visit?
We use electronic monitoring to log both the start and end of each visit which is done by the carer. In this way we can be sure that our clients are not only getting what they pay for, but that our carers are safe and on time. In the unlikely event of them being delayed this also means that we can be proactive in putting a solution in place.
What happens if I am not happy with my carer?
We work hard to ensure our carers are well matched to each of our clients, but sometimes things do not work out. If you are ever unhappy with a carer we will find one for you who you are happy with.
Can I change my service if my needs change?
A member of our management team will visit you at least once every three months, or sooner where appropriate, and speak to you regularly on the phone in between times to ensure our service continues to match your needs. However, if at any time you would like your service changed, whether on a temporary or permanent basis, all you need to do is give us a call.
Can the carer help around the home?
We will agree with you exactly what you would like us to do, which can include helping around the home. In fact, this is often a good way for clients to get to know us and build their confidence before allowing us to assist with more personal matters.
Can the carer take clients out for outings such as visits or shopping?
We will always be happy to help you to get out and about for whatever reason.
Can I cancel a visit if I am not going to be at home?
Yes. You just need to give us a call, ideally the day before so we can manage the carers workload, but at least a couple of hours before is helpful if a last minute change is needed.
What happens if I am not happy with a visit?
So long as you let us know within 24 hours you will not be charged for it. We will also find out what went wrong to ensure it does not happen again.
How much notice is needed to cancel the whole service?
We schedule our work weekly and so it is helpful if you can let us know the week before, but there is no formal notice period.
How can I pay for my care?
You can pay by cheque, bank transfer or by debit card over the phone.
How often do I need to pay you?
We will invoice you either weekly or monthly, depending on the service we are providing, and take your payment by cheque, bank transfer or debit card to minimise any inconvenience to you.
How often do your fees change?
We review our fees once a year in December which, save for exceptional circumstances, will be in line with the Consumer Price Index so you can be sure you will not be getting any surprises.