Frequently Asked Questions

What if my needs and aspirations change?
We will review the number and length of visits you get every month, and we will discuss changing your package if you need more or less support from us.

How long are the visits?
Our Care Team know what has to be achieved on each visit, but their priority is achieving a good outcome for you rather than watching the clock. Your Care and Support plan will give you a detailed list of the number of visits and outcomes, and estimated minimum and maximum times for different types of visits. Short visits for outcomes such as preparing a light lunch and some personal care are estimated to be around 1 hour; longer visits, for example for social activities and housekeeping are estimated to be between 1 hour and 3 hours.

How many carers will I get?
You will see Care Workers from the same small, local Care Team. You will have all their names and details printed as part of your Welcome pack, and you will be notified in advance of which Care Worker is visiting you on a given day and time. If you have any issue or are not getting along with an individual Care Worker, please contact us to share your concern, and we will do our best to accommodate your preferences.

How do you recruit and train care workers?
Our Care Team recruit carers for their values, and train them to have the right skills to support you in the way you want to be supported. All teams have foundational training meeting the requirements of the Care Certificate, and they each have their own learning and development budget so that they can tailor their learning and training to exactly what you need. Our Care Workers are Dementia Friends, and gain their Level 2 qualification in medication. We follow the required procedures around references and police checks, including DBS checks.

What if I need to cancel visits?
If you do not need our services for an entire week or more, we will not charge you for that, as long as you let us know at least two weeks in advance. We do not reimburse for cancellations of less than one week, except in the case of an unplanned hospital admission. In the case of cancellation for shorter periods than a week, we will do our best to offer you a visit at another time, or on another day, if the schedule of our Care Workers allows it.

How do you communicate with my family?
We know that keeping in touch with family and friends is important, and together with your family we will look at a range of possible ways to help you stay connected. If you want to do this, we have many different options – for example, this could include Phone calls, emails, WhatsApp Messenger and meetings which are an important part of cooperation. Privacy and confidentiality is very important to us, and so is helping you stay connected - we can do both.

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