Q. Will I always have the same care staff?
Q. Are all staff police checked?
Q. What checks are made about staff before they are employed?
Q. What happens if someone is ill?
Q. What will it cost?
Q. Do the staff carry i.d. cards?
Q. How do I pay?
Q. Does the bill have to come to me or can it go to my next of kin?
Q. How do I make a complaint about the service I receive?
Q. How do I pass on a compliment about the service I receive?
Q. Do I have to pay if I cancel a call?
Q. What insurance cover do you have?
Q. What happens if your home care worker cannot gain entry to my property?
Q. Do your home care workers cook?
Q. Do you provide home care through the night?
Q. What if I need help outside of my planned visit?
Q. Can my home care worker assist me with taking my medication?
Will I always have the same care staff?
Continuity and consistency are essential elements of good quality home care and we work on a system of established care “rounds” where the same staff work with the same customers in regular patterns of service. The majority of staff have alternative weekends off and we also need to ensure adequate cover for days off, holidays and sickness so whilst you will have regular carers there will be occasions when other staff will be needed to cover.
Are all staff police checked?
Yes, all staff are subject to an enhanced disclosure with the Disclosure and Barring Service (formally Criminal Records Bureau). All staff are checked for offenses against adults and children to ensure maximum protection for our customers.
What checks are made about staff before they are employed?
Prior to commencing employment all staff are required to complete a comprehensive employment application form which includes experience and knowledge. Following an in-depth interview they will be asked to supply two references, one of which must be from their last employer. At this point we also apply for an enhanced disclosure from the Disclosure and Barring Service (formally CRB).
Before commencing work they will undergo a-thorough induction training which includes all aspect of care including moving and handling training. After induction they will spend time with a senior member of staff “shadowing” them in the community. This training period is used to evaluate their suitability for the role.
What happens if someone is ill?
If your planned care worker is taken ill we will arrange for a replacement member of staff to come to you. Replacement staff are fully briefed about your needs and you will be contacted before hand to inform you if the change that has been made.
What will it cost?
If your care is organised via the local authority or health authority they will inform you of the costs that they will ask you to pay as a contribution towards the cost of your care.
If you are a private customer the full details of all costs will be contained within the service agreement that is drawn up when you sign up as one of our customers.
Do the staff carry i.d. cards?
Yes, the staff should always have their identification card with them and we advise our customers not to let them in without it.
How do I pay?
If you are receiving a service that is commissioned by the local authority or the health authority you will receive a bill from them and you will not be required to pay anything to Direct Health.
If you are a private customer or have a direct payment or support from the Independent Living Fund we can arrange for you to set up a direct debit for your service. Depending on the level of service you may wish to pay four weekly, fortnightly or, in exceptional cases, every week.
If you do not want to pay by direct debit your local branch staff will discuss alternatives with you.
Does the bill have to come to me or can it go to my next of kin?
It is entirely your choice as to who is the most suitable person to deal with the payment for care and we would be happy to send invoices to your next of kin if this is more appropriate.
How do I make a complaint about the service I receive?
Details of our compliments and complaints procedure are detailed in our Service User Guide. If you are unhappy with any aspect of the service we would encourage you to contact your local office either by phone or in writing to inform them of the cause of concern.
How do I pass on a compliment about the service I receive?
We are always pleased to receive compliments and feedback about our services and we are particularly keen to make sure that staff receive a copy of all compliments. If you wish to pass on a compliment you can do so in writing or by telephone to your local office either to your care co-ordinator or the branch manager.
Do I have to pay if I cancel a call?
This will depend on the amount of notice you are able to give. The more notice we have, the less likely you are to be charged.
What insurance cover do you have?
The company has extensive insurance cover including employers and public liability cover. We also have cover for the work undertaken by our staff in your home. However, we do not cover normal wear and tear and if you have something that is of particular sentimental or monetary value we would ask that you put this in a safe place to avoid accidents and unintentional loss.
What happens if your home care worker cannot gain entry to my property?
If there is no reply when the home care worker calls, we have a strict “No Reply” policy and procedure which every home care worker has to follow before they can leave the house.
They are required to check around the outside of your home, to make sure you are not in the garden, look through your windows and call through the letterbox in case you have fallen. If we continue to be concerned, we will contact your neighbours or next of kin and finally we may have to call the police for assistance.
Some home care service users have a key safe fitted for emergency use, or in case they can’t get to the door easily. This is a little box which is fitted to the outside of the home, normally with a keypad on the front which the home care worker opens with a code. Our home care worker can take out the key which is stored inside and return it when the visit is finished.
Do your home care workers cook?
We can provide assistance with meal preparation for breakfast, lunch or your evening meal. We encourage you to have a healthy well balanced diet, and therefore our care workers will prepare food of your choice, providing they have enough time to cook it.
We also do batch cooking if you have a freezer, so you can freeze portions of home cooked food, which can be more convenient, nutritious and cost-effective than buying frozen ready meals.
Do you provide home care through the night?
We have a range of flexible options. If support is needed once or twice in the night to use the bathroom for instance, we can provide a sleeper service, where the care worker goes to sleep (you will need somewhere for them to sleep).
We also have a night sitting service where the home care worker remains awake through the night and is able to support your every need.
What if I need help outside of my planned visit?
If your home care is contracted via social services, we may need to call your social worker to obtain permission to put extra care in place. Otherwise we can adjust your planned visits to meet your immediate needs.
Can my home care worker assist me with taking my medication?
Yes. You may simply need a reminder to take your tablets or medicine, or perhaps need more help than this – we can work with you to create a support plan that incorporates this.
Request a callback
Find out how we can help you live life your way, in your own home.