Getting started
How quickly can care start?
An assessment visit is usually offered within two working days, and care can start within a week of the plan being signed. Hospital discharges are handled faster — ask the ward to refer you and we work to their date.
Does the assessment cost anything?
No, and there is no obligation attached to it. If the visit ends with us saying you do not need paid care yet, that is a fine outcome and we will say what to watch for instead.
Who needs to be there for the assessment?
The person the care is for, and ideally whoever else is currently helping. It takes about an hour. It helps to have the current medication list and any discharge letters to hand.
Is there a minimum contract?
No joining fee and no minimum term. Either side gives four weeks’ notice to stop, and we will help hand over to another provider if you are moving.
Carers and visits
Will it be the same carer every time?
You get a named primary carer and one named backup, both introduced before the first paid visit. Holidays and sickness are covered by the backup, not by whoever happens to be free.
What if we do not get on with the carer?
Tell us and we change the match. No explanation is needed and there is no charge for the changeover — a poor match wastes everybody’s time.
What is the shortest visit you do?
Thirty minutes, though most personal-care visits run to forty-five or an hour. Anything shorter tends to mean rushing the part that matters.
Can carers give medication?
Yes — prompting, administering from a dossette box and recording it on every visit. Injections, PEG feeding and other clinical tasks are done by a registered nurse under the Advanced Care plan.
Money and admin
How does billing work?
One monthly plan fee plus the visit hours actually delivered, invoiced monthly in arrears. Rates are held for twelve months from your start date.
Do you invoice insurers or the local authority?
Yes to both. Send us the policy number or the personal-budget award letter and we bill them directly rather than making you claim it back.
What happens if we cancel a visit?
More than 24 hours’ notice, nothing is charged. Less than that is charged at half the hourly rate because the carer is already rostered.
What happens at 3am?
A supervisor is on call at every hour of the night, not an answering service, and the carers working overnights reach them directly. Families on a plan are given the out-of-hours route when care starts. For anything life-threatening, contact the emergency services first.
Not answered here? Ask us directly
Dedicated home care
Stay healthy and strong to enjoy life
Tell us what a good week at home looks like and we will build the care around it — the same faces, the same hours, reviewed as often as things change.