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Frequently Asked Questions

Everyone who applies to become a Care Workers with us is screened for their suitability for the role. They undergo in-depth pre-employment checks, including provision of suitable professional and character references (which are vigilantly checked) and complete background screening. Additionally, they must attend our extensive induction training course before a client is placed in their care.

One of the main reasons we stand out is our Care Workers. Fully employed and managed by us, we only select the most compassionate and kindest of Care Workers that we would want for our own loved ones. During the process of developing your care plan, we gather lots of information about your likes and dislikes, hobbies and interests, to ensure that our Care Workers are carefully matched to their clients.

We take our consistency of care very seriously, as we know how important this is, so all our clients have a regular care workers (or a regular team of care workers, depending on their needs). All our clients will also become familiar with a small team of support care workers, who can cover illness and holiday, to make any transitions as seamless as possible.

If for any reason your regular care worker is on holiday or unfortunately unable to work due to illness, we will find a suitable replacement to continue the agreed care and support plan. Being a local company with a network of local care workers enables us to do this without any upheaval. All clients will become familiar with a small team of support care workers to ensure there is minimum impact on well-being, should this happen.

If your care worker is running more than 10/15 minutes late, we will make sure that we update you and explain what is causing the delay. In the extremely unlikely event that your care worker has not turned up 15 minutes after the scheduled appointment time, please call your local office. We will immediately investigate the delay and update you, and if your regular care worker cannot get to you in good time, we will ensure that a support care worker comes as soon as is physically possible.

Care needs are constant, so our care services are available 365 days a year. We’re able to provide care on Bank Holidays unless you tell us it’s not required, but please note, national holiday care days are charged at a higher rate this will be discussed with you when we ‘sign’ you up at contract stage.

Yes, it’s your right to choose who you wish to support you, or a family member and you are perfectly entitled to select a registered service provider that properly suits your needs. We are used to having clients move to us from other providers, so can help you through the process to ensure there is a smooth transition. All you need to do is give your existing provider enough notice as stated in the contract you have with them.

One of our local Managers or Supervisors will arrange to meet you and your family in a place most convenient to you, to take the time to understand what support is needed. Once this is agreed, a Care Plan is compiled that identifies the details of care that will be provided and ways of working. We will ask that you review and sign this Care Plan. We will also ask you to sign a contract and provide evidence of POA (Power of Attorney) if applicable.

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