FAQ's
1. How do I set up the service?
After our first telephone conversation, a meeting is arranged at your home or another suitable location. The meeting enables us to discuss the service, create your personal Care Plan and discuss your preferences, requirements and expectations.
2. How long does it take from our first meeting for a regular arrangement to be set up?
We endeavour to meet your requirements wherever possible and can generally start the service at your convenience. Services have been known to start immediately, however, notice of when you require an arrangement to start is helpful and enables us the planning time to ensure we are able to fully meet your needs.
3. Will I be able to specify a set day and time?
Yes, the day/s and time of the call is your choice. Once chosen, it can remain in place or can be changed to a different day or time if your plans change and the call is no longer convenient for you. Our flexible service allows you to have the freedom to change your appointment anytime, with notice.
4. How much notice is required for a cancellation?
24 hours notice.
5. Do you send the same member of staff every time?
Staff are selected and allocated to specific customers. The number of visits you receive from us each week will determine the amount of staff we allocate to your plan. We aim to keep this number as low as possible to enable you to get to know and build trust in your Support Workers.
6. What would happen if I was not happy with the member of staff I was sent?
If you are neither satisfied nor comfortable with your allocated member of staff, we will arrange for you to have somebody different. After all, it’s your home, your choice.
A staff member change or replacement may need a couple of days notice so be sure to tell us as soon as you can.
7. What happens if my regular Support Worker is sick, on holiday or leaves the Company?
In this situation, providing you are happy to accept, a replacement member of staff will be sent to you to cover the period of absence or as a permanent replacement if your regular member of staff leaves.
8. How are your staff recruited and trained and how will I know that they are honest and reliable?
All support workers go through our recruitment process which involves the initial interview and if successful, 4 reference checks and a Criminal Records Bureau check are carried out. The candidate will then go through our Induction Process which involves training and an explanation on the company's Policies & Procedures. Support Workers are invited to enrol on NVQ Training.
9. How can you guarantee the standard of your work is always high?
We rely heavily on customer feedback and ensure that all complaints are dealt with promptly and effectively. We encourage our customers to keep in touch with us if they have any concerns regarding the service.
We also monitor our service by way of follow up calls. We may turn up after a visit to ask you a few questions or occasionally give you a telephone call to ask for your feedback.
10. Are you fully insured?
Yes! We are covered by insurance whilst in your home. Accidents or breakages don’t happen often, but if they do, we act swiftly to ensure the problem is resolved with minimum fuss.
If going out in the car, our Support Workers are fully insured to have our customers as passengers.
11. Is there a minimum or maximum number of hours per day or week?
No, the service is here for you to use as you wish. You may choose to have daily assistance or weekly assistance or you may choose to use our services for one off events such as a family gathering, a spring clean or a pre/post party clean-up.
We provide a minimum of 1/2 hour per visit and a maximum of 24 hours per day. 1/2 hour visits are subject to a Needs Analysis and a Risk Assessment
12. How will I know how long I will need at each visit?
Sometimes it can be hard to tell at first. We will discuss it with you, carry out an assessment and if required, we will offer a suggested amount of time. If in agreeance, this can be carried out on a trial basis and amended accordingly.
13. Can I decide which services I have?
Yes, the list provided on our website or brochure is a guideline only. You may choose one of the services or a selection. You may choose to have one set of services on one visit and then alternate the services on another visit. It’s entirely up to you. There may be something you require assistance with which is not on the list. That doesn’t mean we cannot provide the service for you. Please discuss your requirements with us and we will do our best to accommodate your needs.
14. How do I pay?
Unless a previous agreement is made at the initial setting up of the arrangement, invoices will be sent to customers every two weeks (15th and last working day of the month) and payment can be made by cheque, cash, standing order or electronic banking.
If you are in receipt of Direct Payments, Support At Home will be more than happy to oblige in any necessary support required. We will provide split invoices if required to ensure you have a bill for your Direct Payments account and a bill for your 'top up' figure.
We are more than happy to attend your Direct Payment review meetings.
Mileage incurred whilst with a Support Worker is invoiced to you, in arrears, with your usual invoice.
15. If I was absent from my property while a member of staff is present and somebody comes to the door, what measures do you have in place for my security?
Support At Home staff do not allow anybody access to your property unless they have been specifically advised by yourselves or the office. Unless authorisation is received from you, the caller will be refused access.
16. Do you support people of all ages?
We are able to support adults, so as long as you are aged 18 or over, we are able to provide you with our service.
17. Direct Payments?
For information on Direct Payments please click here.