Frequently asked questions
We've provided answers to some commonly asked questions below. If you need more information or your question is not covered, please don't hesitate to contact us.
What services are charged as extras?
Mileage if required, Staff entry costs to events or activities. Where going out for a meal is a support session then the cost of the meal for the staff would be additionally, but not unreasonably charged. Any costs or charges would always be agreed and discussed beforehand.
Please call if you want to discuss anything we have not answered
Have your carers looked after someone with similar needs to mine?
Our Carers have various experiences with many different people, this will depend on which carer. We always try to provide the right person, with the right experience, skills and knowledge to support each person individually.
If there is anything in particular or any extra needs that you might have then we will discuss this with oyu and try our absolute best to provide, or train the right person especially for you
How will you choose the most suitable carer for me?
We know all the individual carers who work for us, we will match skills against needs and interests against interests wherever possible. We will ask you questions about what you would like to have the support for, this lets us narrow down the carers according to skill, experience and training.
We also ask about your interests and likes, as well as dislikes, this helps us to try and match the same wit hour care and support workers.
Will the carer agree to visit in a specific time slot? And will they tell me if they're delayed or running late?
Absolutely, we agree times according to your needs and wishes, with the best will in the world we try to keep as close to these as possible, but try to allow a half hour window of tolerance. If you need an exact time again we will do our utmost to keep to this.
If for any reason our staff are delayed, and traffic is a major factor, then we will contact you to let you know.
What sort of training do your carers get?
Our Staff are fully trained and have a huge range of courses to develop their skills and knowledge, their training is in theoretical and practical subjects. All our staff are either trained to, or working towards an NVQ Level 3 or equal diploma in Health & Social Care.
We invest in our staff to provide the best quality of care and support possible. We also develop specialist courses and roles as we need them or as we see an opportunity to improve.
If I'm paying for my own care, do you have a standard contract I can read before signing my own?
Yes, we have Individual Support Contracts with all Direct Paying Individuals, and Contracts with Local Authorities, we will never expect you to sign anything that you have not been given the time to read and digest as well as understand, we can offer any paperwork in various formats or styles, and have easy read versions available if needed.
We have not been asked for other language versions as yet, but the same applies.
How can I contact your agency during the day, in an emergency or outside office hours?
We have a range of methods for contact, our offices are open between 0900 - 1700 Monday to Friday, we have dedicated Managers that can be contacted during this time as well, all numbers will be provided to you prior to starting any service.
If there is any specific risk or issue that we need to provide an out of hours service for then we have the facility to do this. Currently our Out of Hours service is for staff and is managed 24/7 to ensure any issues around timing and staffing are covered.