What actually happens
From the first phone call to the first visit, without the parts that usually get left vague.
The first visit
It is free, and nothing is signed
We come to the house, meet the person the care is for, and talk. If we leave and you decide against it, that is a perfectly normal outcome and there is no charge.
We would rather meet the person
Not only the family member who called. Care arranged over someone’s head tends not to last, and the person usually has a clearer view of what they need than anyone expects.
We look at the house as well
Where the bathroom is, whether there are stairs, how the kitchen works. It changes what is realistic in a half hour visit.
You can ask what we would do
Most families want to know what we would suggest if it were our parent. We will tell you, including when the answer is that you do not need us yet.
Written down, and not set in stone
After the visit we write down what was agreed: which days, what time, how long, and what each visit covers. You get a copy, and so does the carer.
It changes as things change. People improve after a hospital stay and need less. People with a progressive condition need more. Neither should require a negotiation, so tell us and we adjust it.
Who turns up
The same one or two people
That is the aim and we plan the rota around it. Holidays and illness happen, and when they do we tell you in advance rather than sending a stranger unannounced.
You meet them first where we can
Particularly for personal care and for anyone living with dementia, where an unfamiliar face at the door undoes a good deal of the benefit.
You can ask for a change
Without giving a reason. Not everyone gets on, and it is much better dealt with early than endured.
What carers do not do
We do not provide nursing or clinical treatment. Where something needs a nurse or a doctor we will say so and help you find the right person rather than attempting it.
What it costs
Charging is by the hour, and the rate depends on the time of day and whether it is a weekend or a public holiday. We will give you the figures in writing after the first visit, once we know what is actually needed.
We would rather quote against a real plan than publish a headline rate that turns out not to apply to you. What we will commit to here is that there is no charge for the first visit, no joining fee, and no notice period dressed up as one.
Ask about rates“The question families ask last is usually the one they came with: will the same person be coming next week.”
Why continuity is the thing we plan the rota around