How do I decide what I need?

 

If you choose to use an agency that has not been accredited, then there is useful information that you need to know in order to make the right choice. You want to be sure that the agency offer a high quality service with trained staff who can provide the care you need.

 

It is important that you know what to expect, how much you will be paying and what for. You should have confidence that the people who will be visiting your home are capable of providing what you need. Ask to see the organisation’s brochure and a copy of any code of conduct that they have for staff. You may find that you need help from more than one organisation to provide everything you need.

 

Some suggestions for questions you may want answers to include the following:

 

First discussions

  • Will you visit me in my own home to discuss what I need?
  • Can I have a relative or friend with me when we discuss what help I need?
  • What happens if the care I need changes?

Charges

  • How much will my care cost?
  • Do you charge different rates for help at different times (for example, in the evening and at weekends)?
  • Is anything charged as an extra?
  • Will I get written confirmation of the cost of my care before it starts?
  • Will I be notified in advance about any changes in charges?
  • How do I pay you (for example, do you bill me each week)?
  • How much notice do I have to give if I need to cancel help?
  • Is there a charge if I have to cancel help at short notice?
  • Will you tell me in advance if my home carer cannot come at the usual time?
  • Will you tell me in advance if a different home carer will be coming?
  • Will you tell me in advance if you have to cancel my help at any time?
  • What notice do I have to give if I want to cancel services altogether?

Insurance

  • Do you have public and employer liability insurance?
  • Do you have insurance covering losses arising from dishonesty?
  • Can I see confirmation in writing of your insurance cover?
  • What household insurance do I need (in case a worker injures him or herself, or household items get broken)?

Staff

  • Have all your home carers been interviewed and their references checked?
  • How else are they screened?
  • What training will my carer have had? What qualifications will my carer have?
  • Will nursing care always be given by a qualified nurse?
  • Have all staff working with children had a police check?

Supervision

  • How do I supervise the work your home carers do?
  • How do I check that they are doing what has been agreed?

Complaints

  • What can I do if I don’t get on with my home carer?
  • How do I make a complaint?
  • What do I do if I am not satisfied with the way a complaint is dealt with?
  • Do you have a formal complaints procedure?

Equipment

  • Do I have to provide any equipment?
  • Who do I contact in an emergency?

Confidentiality

  • Who will have details about me and my carer?
  • What personal information do I have to provide?

Handling money

  • What records do you ask carers to keep if they are handling my money (for example, if he or she is doing shopping for me or collecting my pension)?

General

  • Can I give my home carers presents (for example, at Christmas)? Are your carers allowed to sign wills?