FAQs

Accessing care can be a confusing time for many, and if it’s your first time experiencing how the care system works it may seem overwhelming initially. Whether you are unsure of how much you need to pay, how to arrange care, or how carers are matched to your needs, we’ve answered some of the common questions to help you more effectively 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, and you can have whoever you wish at the meeting with you, family, a trusted friend etc. 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 with an individual’s needs by performing regular reviews of your care package with you 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 support you 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. The tasks are designed to support you to be as independent as possible, keep you safe and allow you to access things that you may be unable to do alone.

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 reassessed unless there is a medical emergency or risk to your 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. Our fully trained and experienced care team will support you to live independently in the way you choose – they can assist with washing, dressing, continence needs, prepare meals or help you to, support with medication, laundry and light housework, take you to appointments or on outings – some carers even support with pets and gardening – the choice is yours.

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 an enhanced 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 visit 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 request that you pay by bank direct debit; however, in some circumstances 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 although all our fees are set out in advance, and we keep our hourly rates competitive and good value. 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. Just call your usual branch number and it will automatically divert to the Out of Hours team.

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 monitor branches and 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 Homecare we offer the following types of care; companionship, day and night sits, dementia care, domiciliary, live-in care, personal care, complex care, respite care and practical home help however please do talk to us about your individual needs and in the unlikely event that we can’t support them we will signpost you to an organisation that can help.

We are also able to assist with outings and appointments, to ensure you lead an active life. So, whether you require assistance attending a meeting, the doctors, the library or wish to have a coffee with friends, we can help.

How do I Apply for Care?

If you believe you or 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 may be followed by a means assessment if you do need care and wish to apply for state funding to help pay for it. 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.

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 team within the local authority.

Your council won’t help you with care costs until they’ve assessed your care needs. This means that the first step in getting help from your council is to ask them for a care needs assessment.

The financial assessment looks at your income, such as pensions and benefits, and your ‘capital’, such as any savings you have, to work out whether you’re entitled to help with care costs. If you are, the financial assessment works out how much you may need to contribute towards the cost of the care services you need.

Care costs are currently capped at £23,250 so if you have more than this amount in the bank/assets then you will be required to pay for the care you receive. You may only need to pay for part of your care if you are under the threshold, however the amount you pay varies. The current thresholds are outlined below (Correct as of April 2025).

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, we will be able to develop a care plan with your, 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.

Do I need to Sell My Home?

You don’t need to be concerned about selling your home either, or 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 stay in 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 considered 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 whatever a service user needs – such as support with 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 instance. It’s essential that the service user is comfortable with the carers, and we endeavour to match people based on interests, hobbies, likes and dislikes.