How does the process work for getting our home help services?

1. Register your interest. You can do this by using our handy online form, or arranging for us to call you back to take your details over the phone. Such as the service users' age, needs, help required, preferred visit times, and conditions, etc.
2. Arrange an assessment. When we have gathered all the basic information we need and what you are looking for, we will assess our rotas to make sure we can offer the times and check that we have the appropriate carers available to meet your needs and preferences. When we have evaluated your package we will call you back to offer you times and start dates and ask who will be present. Once agreed we will arrange an assessment at your home. (The assessment will be a relaxed discussion to gain insight into the service user's wishes and needs.) 
3. Confirm information. At the start of the discussion, the registered manager will confirm vital information such as DNAR location, Lasting Power of Attorney details, confirm DOB and basic details, NHS number, and obtain a medication list. ( it would be handy to have these prepared before the assessment, but don't worry if you don't have time.)
4. Care Plan. The next stage is to start building the care plan. This is a long series of question and answers covering all areas of a person's needs such as personal care needs, continence care needs, medication care needs, social needs, emotional needs, mobility needs (including a little demonstration of ability), religious needs, communication needs, sleeping, identity, dental needs, domestic needs, capacity levels, likes/dislikes, what the plan is for carers to achieve and a little background history. The more information we gather, the more effective our care can be - however if you do not feel comfortable answering any of the questions you are able to decline. 
5. Risk Assessment. The next stage is for the manager to see where the carers would go on visits to ensure it is safe for them. Don't worry if you want some rooms to be kept private, just let us know.  We will take photographs of any moving and handling aids that are required by LOLER regulations to be maintained and serviced regularly. This is usually machinery such as stair lifts, hoists, profile beds, bath lifts and home lifts.
6. Referrals. We will offer feedback about things we have highlighted throughout the process, such as advising a free fire home safety check, a referral to a specialist team for additional support
7. Contracts and Questions. The assessor will ask if anyone has any questions about the care package or if there is anything not covered. You will be given our welcome pack, terms & conditions, fee schedule, agreed times sheet, consent form, and privacy notice. These will need to be read and signed before care can commence. We are usually happy for you to sign it and leave it on the side for your first home visit to save you the trip.

The process in total usually takes between 1 and 2 hours. 

When Care Starts

It's quite common for visits to take a little longer than expected in the first week or 2 of care. This is due to the carer finding their feet and the service user finding their feet, including introductions and finding where things are. Once settled, after 6 weeks we give everyone a call/email and request feedback and see if everyone is satisfied with the service and that the package of care is effective. 

Throughout care, we will review the care plan monthly. If there are any changes we will contact the service user and discuss proposed changes, service users can change/amend their plan of care at any time, just simply contact the office to discuss. Sometimes people need more time, less time, or more intervention/ less intervention. It's hard to know for sure until the care package starts.

• For payment information, please view our payments and funding page.
• To read some of our frequently asked questions, please check our FAQ page.