From the date of our initial meeting and assessment, we can usually arrange for a carer to start working with you the very same day or whenever is most suitable for you and your family.

Before we start working with you, one of our deputy managers will come to visit you to assess your care and support needs. This also gives you the opportunity to ask us any questions you may have. Following this meeting we prepare what’s called a care plan, which details all of your support needs, your likes and dislikes and your favourite routines. This care plan forms the basis of our support to you but it can be reviewed at any time, if and when your needs change.

Our care workers are recruited on the basis of their skills and caring personality, so you can expect your carers to be both supportive and understanding of your individual needs and preferences. You can also expect your carers to focus on getting to know you and your lifestyle, so that they can provide you with the very best, most personalised service.

We know that it can be unsettling to have lots of different people coming into your home so we are committed to providing you with a consistent service from regular carers. We work hard to ensure you see the same named carers whenever possible. However, there may be times, perhaps due to annual leave or sickness absence, when a change of carer is unavoidable. In these circumstances, we still try to ensure consistency wherever we can by allocating the same ‘replacement’ carers while your usual carer is absent.

We know that one of the biggest concerns for people is around the cost. We therefore maintain a clear pricing structure and are focused on providing excellent value for money.

Depending on your present financial circumstances, you may be eligible for funding support from your Local Authority or Clinical Commissioning Group. Your Local Authority will carry out a financial assessment to identify what proportion of your care they may be required to pay and what proportion would need to be met by you or your family.

If you, your family or your carers notice that your needs may be changing, our deputy manager will simply arrange to come and meet with you to carry out another assessment. Based on this new assessment, we can easily adjust the service provided to you. We are very flexible and any changes are made quickly and with a minimum of fuss or confusion.

We want very much to get our service right 100% of the time. However, there may be times when things don’t go as we would like. We encourage you to feedback your experience of the service you receive, both good and bad, as this helps us to understand what we are getting right and what needs some improvement. We want you to expect and receive the very best service from us. The feedback we receive from you helps us to continue to achieve our usual high standards and meet the high levels of service you deserve.