Frequently Asked Questions

How can I identify my Care and Support Assistant?

On arrival to your home, all Care and Support Assistants will present their identification card to you which includes a photograph and name – if you are in any doubt as to their identity, please contact us immediately.

How do Care and Support Assistants record their time with me?

We have electronic time monitoring technology which records the time your Care and Support Assistant is in your home. All workers are equipped with a mobile phone which is enabled to record their visit times to you. A record of visits is also kept in your home, within your care pack.

What is a Care and Support Plan?

Your Care and Support Plan details the services you are receiving from us. At the end of every visit, your Care and Support Assistant will complete the plan to detail the services provided to you.

What if I am unable to answer the front door to my Care and Support Assistant?

If you struggle to answer the front door, we would recommend installing a key safe. You can then provide us with the combination to the safe to allow your Care and Support Assistant to enter your home. You must not give a set of your keys to your Care and Support Assistant.

What training do Care and Support Assistants have?

All Care and Support Assistants receive ongoing training to ensure they are always providing the best quality of service. All have common induction standards, manual handling and medication training. On induction, we provide all Care and Support Assistants with access to our Polices and Procedures.

Can I have the same Care and Support Assistant for each visit?

We will do our utmost to ensure you have continuity of care with Care and Support Assistants that are compatible with your needs. Wherever possible, we will also match you and your Care and Support Assistant on other factors including hobbies and interests to ensure you feel comfortable.

You have the right at any time to request a change of Care and Support Assistant. There are also circumstances when we will be required to change your Care and Support Assistant on a permanent basis. The customer will be consulted in advance of the change and ultimately decides whether the Care and Support Assistant is suitable for their needs. This can occur when:

  • The Care and Support Assistant has reported sick, is on holiday or on training;
  • The Care and Support Assistant has rearranged their rota;
  • The Care and Support Assistant has left the company;
  • The client’s care needs have changed and the Care and Support Assistant does not have the specific skills required to continue the care.

Why does my Care and Support Assistant wear gloves and apron?

When providing personal care tasks, Care and Support Assistants are required to wear disposable gloves and apron to reduce the risk of infection.

I need help with my medication, can my Care and Support Assistant help?

Care and Support Assistants are able to provide support with prompting and supervising medication. They are not able to administer medication or give injections.

Are there any services a Care and Support Assistant cannot provide?

Care and Support Assistants cannot provide the following services:

  • Giving injections;
  • Changing sterile dressings;
  • Performing catheterisation;
  • Any invasion procedures and;
  • Cutting toe nails (and fingernails if the client is diabetic).

I would like to give my Care and Support Assistant a gift, is this possible?

Unfortunately, Care and Support Assistants cannot accept any gifts or gratuities. If you wish to thank a Care and Support Assistant for their service, please call or email us.

I am not going to be present at my home for a visit, can my Care and Support Worker complete the domestic tasks while I am out of the house?

For your own security and that of our staff, Care and Support Assistants must not carry out duties in an unoccupied home. You will need to be present for all visits.

I need help with my will, can my Care and Support Assistants help?

Care and Support Assistants cannot be involved in or be a beneficiary of a client’s will; however they can signpost you to companies who provide advice.

What is the Care Quality Commission (CQC)?

All care companies are required to register with the Care Quality Commission before being able to deliver care. The Care Quality Commission inspects all care providers to ensure they are providing a satisfactory service. For more information and the latest inspection report visit the CQC website here,

How do I pay for my care and support?

You will be invoiced on a weekly basis for the care and support you receive from from us. You can pay for the services via cheque or transfer into our bank account. We can also help you to set up a regular payment, or take your card details over the telephone. Please return the remittance slip with your cheque and ensure you quote your client reference number on any payment.

Can a relative or other person pay for my care?

Yes, we can send the invoices to a relative or another person for payment provided they have given their consent. Please note that if a relative or another refuses to pay, we have the right to suspend your service.

Can I pay my Care and Support Assistant directly for the services?

No, you must not give the Care and Support Assistant directly any money for the services they provide.

I am struggling to pay for my care and support, what should I do?

Please speak to us as soon as possible if you are struggling to pay for your services. If you do not keep up your payments and do not inform us, we have the right to suspend your service.

How do I cancel a visit?

If you wish to cancel a scheduled visit, you must contact us at least 24 hours before. If we do not receive your cancellation notice in the agreed time, we have the right to charge for the visit at our discretion. You can do this by phoning us on 01277 314951 or by email at [email protected]

How do I make a complaint?

It is our intention to resolve all complaints at the earliest possible stage. Wherever possible, we will aim to resolve the problem immediately. To make a complaint, raise a concern or pay a compliment, please contact us either in writing, by telephoning 01277 314951, or by emailing us at [email protected]. Alternatively, you can pass on any issues to your care worker and they can inform their Line Manager.