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Out of hours: 0785 0524 170
Home is where the heart is and it is our job to make sure
you are happy being there...
Are the Care Workers trained?
Yes. They undertake Induction Training and are assessed for competency before they undertake care work. They also have a comprehensive programme of training which includes Emergency First Aid, Health and Safety, Manual Handling, Protection of Vulnerable Adults, Dementia Care, Palliative Care and Administration of Medication.
How would you ensure my safety and protection?
All Care Workers and Administrative Personnel undergo a Recruitment Procedure which includes two satisfactory and verified References, Employment History check, Identity Checks, Criminal Records Bureau Check and Check Against the Protection of Vulnerable Adults List (a list of people who are barred from working with Vulnerable Adults and Eligibility to work in the UK). We maintain confidentiality of all information relating to you and all aspects of your care.
How would I know the Caller is a genuine Worker from your Agency?
You will be given the name of the Care Worker in advance of the first visit. The Care Worker or Agency personnel will be wearing or carry an Identity Card bearing their photograph on it and their signature verified by the Care Manager of the Agency. If, in doubt, you can ring the number on the Identity Card and speak to an Agency personnel to verify the caller.
Will I get the same Care Worker every day for all my visits?
You will be allocated a regular Care Worker or regular Care Workers if you have multiple visits per day. There will be substitute Care Workers to cover for Holidays, Sickness and Emergencies. In all cases, you will be informed of the change.
Will the agreed time of my visits be the same everyday?
Yes. However, you need to be aware that we have a leeway of half an hour in case of travel problems and emergencies with other clients. If the visit is going to be delayed for more than half an hour, you will be informed.
Will I be tied in a Contract for any length of time, if I do not require your services?
No. We operate a Call On/Call Off Contract with the proviso of a twenty four hour notice of cancellation from either party.
If I am unhappy with any aspect of my care, what can I do?
We welcome comments from our clients and view this as an opportunity to improve our services. You will be given a Service User Guide which explains the procedure of bringing your concerns to us. We shall deal with your concerns promptly to your satisfaction.
Will I have a say in the care I need?
Yes. All care plans are written with the express agreement of the Client and/or Client’s representative.
Will the Care Workers perform care tasks which I can do for myself?
No. We foster and promote Independence, Choice, Privacy, Dignity and Confidentiality of all our clients.
How can I verify that your Agency provides quality care?
You can view some of our testimonials on this site. You can request a copy of our last Inspection Reports from our Care Manager or you can alternatively log on to www.csci.org.uk to view our last Inspection Report from the Commission for Social Care Inspection.