FAQs
Going into care is a confusing time for many, and if it’s your first time experiencing how the care system works it can seem overwhelming initially. Whether you are unsure of how much you need to pay, how to arrange care, or how carers are matched to service users, we’ve answered some of the common questions to help you navigate the process.
What is the process for organising care through Hales Care?
First of all, get in touch and arrange a time for us to come and visit you to discuss your individual requirements. We are happy to visit you at home or wherever is best for you. Once you have made your choice, we will get everything organised, so you don’t have to worry.
What if my situation changes?
We understand that people’s situations can change without warning, that’s why we keep up to date on an individuals needs by performing regular reviews of your care package to check that it is still the most appropriate for you. During each review we will take time to speak to you and family members to establish the most effective care plan and agree the priority tasks you would like us to complete.
What will my carer do?
That’s mainly your decision. We pride ourselves in operating a transparent service which keeps you in control. That’s why we draw up a specific care plan from the beginning outlining exactly what tasks your care worker will perform on a day-to-day basis.
What is my carer unable to do?
When we establish your care plan, we agree with you a list of duties that your care worker will adhere to. They will usually not operate outside that list until your plan is re-negotiated unless there is a medical emergency or risk to safety. In the interests of health and safety, our carers will not perform any tasks that they are not fully trained for (i.e. giving injections or replacing sterile dressings), or any tasks that are likely to put you, or them in any danger.
How many different care workers will I have?
The number of different care workers that you have will depend entirely on your care plan and how many visits it involves each week. We will, of course, keep your number of different carers to a minimum, however, to cover holidays and illness, there will always be more than one person assigned to your plan.
How can I be sure that my carer is trustworthy?
Our team of carers are highly experienced professionals that have been subject to a stringent vetting procedure. Each of our carers will carry a photo identification card, proving their identity at all times. Additionally, all care workers are subject to a DBS check and regular updates.
How do I know that my carer is performing the tasks they are supposed to?
Our care workers will note the tasks that they have carried out during each visit on a record log that you or your family members can have access to via a secure digital App. If at any time you feel that your carers are not carrying out the duties that you expect, please raise it with them as it may simply be that they overlooked something, or inform the office so that it can be addressed.
How do I pay for my care?
We will bill you for your care every week or once a month whichever you prefer. We recommend paying by bank transfer or standing order; however, we can also accept card payments over the phone to our central finance office.
How much does it cost?
As our care plans are all tailored to the individual client, there is no set cost. However, once your plan has been agreed, we will provide you with a full breakdown so that you know exactly what you’re paying for and when.
Can I get any help with the fees?
You may be entitled to help with your fees in the form of a government grant, or alternatively from Social Services. Contact your local council to find out your eligibility for a Direct Payment or contribution to your care costs.
How can I call you outside office hours?
We operate an out-of-hours emergency line which is manned by one of our team from 7:00am to 10:00pm, offering assistance with any emergencies you have with your care. Normal office hours: 8:30am-5:00pm, Monday-Friday.
How can you guarantee the level of care you provide?
Minimum standards are set by the local registration body known as the Care Quality Commission. We are registered with them and all branches are inspected. We are also a member of the Home Care Association (HCA) and adhere to their code of conduct. In addition we have a Quality Assurance policy and team who regularly request your feedback on the quality of the care you are receiving.
What Types of Care do you Offer?
The types of care service users need will determine the care plan agreed with you. At Hales Care we offer the following types of care; companionship, day and night sits, dementia care, domiciliary, live-in care, personal care, respite care and practical home help however please do talk to us about your individual needs and if we cant support them we will signpost you to an organisation that can help.
We are also able to assist with outings and appointments, to ensure service users lead an active life. So whether service users require assistance attending a meeting, the doctors, the library or are meeting up with friends, we can help.
How do I Apply for Care?
If you believe a family member is in need of care, you will need to apply for a needs assessment, this is designed to assess your current needs and care requirements and followed by a means assessment if you do need care. You can then get in touch with your chosen care provider detailing your needs and make arrangements for further discussions with experienced and compassionate staff members who are on hand to help find the perfect solution for you.
Q. How is Care Paid For?
How much you pay for care depends on your circumstances and the care you require. It’s largely dependent on your income and assets, and the price you pay is determined after a needs assessment by the social services within the local authority. Care costs are currently capped at £23,250 so if you have more than this amount then you will be required to pay for the care you receive. This is due to rise to £72,000 in 2020. You may only need to pay for part of your care if you are under the threshold, however the amount you pay obviously varies.
Q. What’s the Cost of Care?
The cost of care, will depend on the results of your means assessment, and the care you require. It can also vary depending on where you live and the duration you need care for. After discussing your requirements with us, you will be able to develop a care plan which details exactly the type of care you will require. Hales Homecare charge a set hourly rate, or part thereof, and you will always know in advance what your costs are so there are no nasty surprises.
Q. Do I need to Sell My Home?
You don’t need to be concerned about selling your home either, and whilst you may wish to use equity from a home to pay for care it’s not always necessary. This also depends on the type of care you require, if live in care or domiciliary care is what you need then you will need your home to receive care. If you receive homecare or have a partner or dependent living in your home, then the cost of your home isn’t taken into account during the assessment, which can help to relieve financial pressure.
Are Care Plans Person Specific?
Everyone is different, which is why care plans need to be person specific too. We all have different needs and care plans are designed to reflect this, and enable service users to lead a life that is aided by care workers. Care plans are designed to promote independence and allow service users to continue a fulfilling life.
What Qualifications do Staff have?
No matter what previous experience they may have, we train all of our staff when they join us to ensure they are up to date with the latest industry standards and are able to provide the level of care our service users should receive.
We train our staff to be experts in different aspects of social care, so whether a service user has dementia, Parkinson’s, diabetes, a disability, or needs stroke support, we have the necessary knowledge required to treat these needs.
How are Carers matched with Service Users?
Whether it’s yourself commencing home care or a loved one, it can be a stressful time so matching the right carer to service user is of the highest importance in the first instances. It’s essential that the service user is comfortable with the carer, and we match the two based on interests, hobbies, likes and dislikes.
