FAQs – Frequently Asked Questions

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Frequently Asked Questions

[toggle title=”Will there be a home visit before care starts?”]

a) Yes, a care manager from Elderly Care Service will carry out a full Care Assessment to make sure that the care package we provide is created to fully match the needs of the service user

b) The assessment takes about an hour and will include an assessment of your support needs and a risk assessment for the location, for the safety of you and our staff.

c) The findings of this meeting will form the basis of the care plan and will also detail in-depth information which the care workers will follow when supporting you. A care plan will be in every home where care services are being delivered and will be regularly reviewed.

d) The assessment is not just taking account of your care needs; it is an important opportunity for us to learn your personal preferences and voice and requirements, enabling us to select the proper support workers to deliver the service according to your needs.

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[toggle title=”What if the amount of care I need changes?”] If you need to change the amount of care you needs, we will arrange to meet with you and conduct a further assessment. Any changes will be added to your care plan and all involved professionals and agencies will be informed immediately.[/toggle]

[toggle title=”What do I need to do before receiving care?”] We will provide you with a copy of your individual care plan to go over and make sure that you are happy with the terms of the proposed service. You will then show your agreement by signing the relevant sections of the care plan, as well as our Term and Conditions of Service, confirming that you want us to deliver your care. [/toggle]

[toggle title=”How do you ensure that you recruit only top-notch support workers?”]

To ensure that staff meet expectations, our recruitment procedures include:

An Enhanced DBS check.

Checks against the Safeguarding of Vulnerable Adults (SOVA) and Protection of Children Act (POCA) registers.

Two appropriate references, one of which must be the last or current employer.

Full working history.

Submission of complete immunization records.

Annual checks with the relevant registration bodies to ensure fitness to practice.

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[toggle title=”What qualifications and experience do Elderly Care Service’s staff have?”]

a) We ensure that all of our care staff have the necessary qualifications for the support that they are going to provide.

b) Some of our staff will already have the relevant qualifications in NVQ2 or NVQ3. If they don’t, we will ensure that they begin study towards the relevant qualification. Where appropriate, staff will undergo specific training according to your needs.

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[toggle title=”Will I always have the same support workers?”] Since we know that service users prefer to keep consistent carers we will always try to keep support teams consistent. At the start of your care package, we will make sure to introduce more than one support worker to you and your family so that you can be happy that there will be continuity in the event of holidays or absences. [/toggle]

[toggle title=”How and when do I pay?”]

a) We will send you an invoice approximately two weeks after your care starts.

b) The invoice can be sent to another person if they are making the payment. This can be a nominated family member. In any case, liability for payment will remain with the person who signed the Terms and Conditions of Service.

c) We accept various methods of payments including standing order, BACS payment, and credit/debit cards.

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[toggle title=”How can I provide my opinion on your service?”]

a) We will always strive to improve our service and welcome all feedback and suggestions.

b) When we receive a complaint, we will ensure that it is properly recorded and investigated to your satisfaction.

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For more information contact us now

Telephone: 0113 234 1660

Email: info@elderlycare-services.co.uk