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  Frequently Asked Questions.


    Q. What sort of services do you provide?

    A. Here are some of the home care services which we provide: Personal and social care, housework and meal preparation, bathing service, rehabilitation and home from hospital, care at home (palliative care), Alzheimer and Dementia support, holiday packages, domestic services, such as laundry or shopping, companionship. If what you require does not appear this list just get in touch and ask.

    Q. What tasks will my care worker carry out?

    A. We agree a Care Plan which details exactly what you have instructed us to do. Care plans frequently evolve, and we check regularly to ensure that the care we are providing is appropriate.

    Q. Is there anything that my care worker is not able to do?

    A. Once we have established exactly what you want on each visit, we will work to that list. We are not able to give injections or change sterile dressings. Also, we cannot carry out tasks which are likely to cause risk to either the person we provide care to or staff members. Tasks will be agreed with you in advance.

    Q. Will I have the same care worker each day?

    A. This depends on how many care visits you have each week. We try to keep the number of your care workers to an absolute minimum, but cover has to be provided for sickness or holidays. We will try to make sure you are given as much notice as possible of any changes we may have to make on your behalf in order to ensure continuity of your care.

    Q. What about my personal security?

    A. Every member of our team has been through a rigorous vetting procedure before they start working with us. In addition, all staff will always be in uniform and carry a personalised identification card, with their photo and our contact details on it.

    Q. What if I don't like my care package or want to make changes?

    A. Our experience tells us that peoples care needs very often change. We therefore understand that care may need reviewing from time to time. This is why we carry out reviews on a regular basis and why we are pleased to hear from members of your immediate family or friends, about effective methods for delivering the care service for you.

    Q. How much do you charge an hour?                                                                                                                                                          Top of Page...

    A. Our flat rate cost is £20 an hour. Some people will be entitled to assistance with the cost of their care either from their local Social Services office or via other Government grants.

    Q. How do I pay for my care?

    A. We will send you an invoice either once a fortnight or once a month depending on your payment preference. If you wish to pay by standing order (to save you having to remember to write out a cheque) just let us know. Those in reciept of local authority assistance do not recieve invoices these are sent direct to NYCC on your behalf.

    Q. What safeguards do I have?

    A. While Filey Home Care Ltd have not yet completed registration with NYCC Social Services and the CQC (Care Quality Commission). Our organisation firmly adheres to the minimum standards and legal framework laid out by them, however, we continually strive to exceed these minimum standards as much as is possible. We also carry Public Liability insurance up to £10million.

    Q. Why should I choose Filey Home Care Ltd over any other local care organisation?

    A. We think we are the right choice, not just because we are a local company with many years of experience, or because we maintain the highest standards in line with NYCC and CQC standards. Or because we have a great team of friendly, experienced and trained staff who are always ready and willing to help you. We think you should choose us because we do what we say we will do. We care. We care about you as an individual; we care about your specific needs and requirements, and we always care about what’s in your best interests.

    Q. What if I don’t like my carer or just want a change?

    A. We appreciate that everyone is different and that a carer that suits one person may not suit another. Our registered manager will therefore look carefully at your needs before placing any of our carers with you and will call to see you shortly after your care package begins to ensure all is well and that you are happy. In addition, we would want you to contact us should you have any concerns, or indeed if you are happy with the care we are providing. We do like to hear from you.

    Q. Can I choose the kind of care I get?

    A. We want you to be involved in the kind of care we provide for you and wherever possible we arrange to discuss and agree it with you or your relatives. However, if you care is provided through a local authority or hospital discharge, we may be constrained by their explicit requirements for your care. Nonetheless we would be happy to work with you or your relatives in trying to secure the package of care you feel would be best for you.

    Q. How do I know my carer is trained and qualified?                                                                                                                                      Top of Page...

    A. All our staff are required to complete training to the national minimum standards required by NYCC and the CQC. Training topics we cover include: Moving and Handling; Health and Safety, Food Hygiene, Emergency First Aid, Principles of Care, Role of Care Worker, Needs of Service User, Continence Care, Basic Infection Control and Adult Protection training. Over and above these, staff are encouraged to undertake personal development and attend additional training courses. Specialist training courses are also provided to staff to ensure that they are fully trained to undertake more complex care needs. All our staff training is updated on a regular basis.

    Q. Can I leave my key with you?

    A. We do not encourage clients to leave keys with anyone, including ourselves. However, you can arrange for a Key Safe to be installed. This is a small box filled to the exterior of your premises which holds your key, and which can only be accessed by entering a combination number that you choose. You can then give that number to anyone, you want to have access to your property, including our staff members.

    Q. Who can I talk to in confidence about my needs and my care?

    A. You can always talk to our registered manager about your care and your needs, a record of which will be kept in your care plan. Your care plan is a confidential document and the information it contains is treated as highly confidential, only to be shared on a need to know basis, for example with the care staff who are visiting you to deliver your care. We have a strict confidentiality policy in place which our staff our obliged to adhere to.

    Q. If I need to, who can I complain to, or if I have any concerns who should I speak to?

    A. We work very hard to ensure you don’t need to complain. But if for any reason you feel you need to make a complaint, we do want to hear from you. This can be done in a number of ways and should be done immediately. However, you get in touch your communication should be addressed to our registered manager Mrs Elisabeth Lee. We have a complaints form on our resolve issues page of our website, or you can telephone or Email her, and she will deal with it swiftly and sympathetically.

    We also record any compliments and letters of thanks we receive (anonymised), a sample of which can be seen on our website reviews page and all of which are available for inspection at any time.

    Q. What if my carer is late or delayed, or just doesn’t turn up?

    A. From time to time carers run late due to traffic or an emergency, if this happens you will receive a call from ether the care worker or the office to inform you of the delay and the estimated time of arrival. It is rare that a carer just doesn’t turn up, but should this happen for any reason, just call the office and we will get another carer to you as quickly as possible – and of course investigate any failure that may have occurred.

    Q. If I need it, can I get extra care or increase my agreed level of care?                                                                                                       Top of Page...

    A. If at any time you feel you would benefit from an adjustment to your agreed level of care (an increase or decrease), please contact our registered manager, or your care worker who will make sure your request is dealt with as quickly as possible for you.

    Q. Can I ask someone to be present during any care assessments you need to carry out?

    A. Of course. We would be delighted to have them there and to be involved as much or as little as you want. When we visit, we are happy to have relatives or any other person present that you wish, and to deal with any questions or concerns they may have, along with any of your own. We also welcome meeting family, relatives and/or friends at any time, because in our experience it can be invaluable in helping us better meet your needs.

    Q. How do you check up on my care, and my carer, to see they’re doing their job properly?

    A. Filey Home Care carry out regular and robust Quality Assurance visits during your time with us. These are undertaken by our registered manager and include: reviews of your Care Plan (as your care needs change over time), completion of questionnaires, spot checks during care visits and telephone checks with you, to ensure you are happy with the care you receive.

    Q. Can someone help me with things like shopping?

    A. Yes of course. We pride ourselves on delivering a range of services which include companionship, domestic help and shopping for our clients. If you feel that you would still like to do your own shopping but just want that extra support, then our carers are happy to go along with you. We presently have clients that just want to go for a walk, or go out for lunch or a coffee, and we are happy to help accordingly whenever needed.

    Q. What if I need to contact you out of office hours or at the weekend?

    A. If you need to contact us in am emergency you can do so at any time by phoning us on 07342351358.

    Q. If I wanted to, could I change to another care company?

    A. Yes, although we hope you won’t. Nonetheless if you did, we can supply you with all the necessary information that you need to ensure that the change is carried out smoothly and with the minimal of disruption for everyone.

    Q. If I got worse, or needed more care, would you still help me?

    A. We want to help you be as independent as possible and so we provide care services that range from the minimum you need to remain independent through to the full care and support services you need to enable you to continue to live at home. We pride ourselves on knowing our clients and continually working with them so that we can always be there for them for as long as they wish.

    Q. How do I arrange home care for myself or a family member?                                                                                                                   Top of Page...

    A. We are always happy to talk with you over the phone to identify your needs and then arrange a free no-obligation assessment which will normally be carried out in your home. We suggest that at this time you involve any family members you wish, who may have some questions of their own.

    Having discussed your needs and requirements we will then put together a package that suits your individual requirements and agree a start date if appropriate.

    Q. Are your home care staff insured?

    A. Yes, all our staff are fully insured for both personal and public liability.

    Q. How are your care workers recruited?

    A. We maintain robust recruitment and selection process’s, which complies with all employment legislation, the Equality Act 2000, the current Care Standards Act, alongside any other relevant regulatory requirements. This includes an Enhanced Disclosure and Barring Service (DBS) check, and subsequent certification to enable employees to work with individuals in receipt of care services and those classed as vulnerable adults.

    Q. What is domiciliary (Home) care?

    A. Domiciliary care refers to the care you receive in your own home. Care workers visit your home on an agreed basis to provide care and/or support tasks. They can fulfil personal care and general household duties. The level of care provided varies, depending on the individual needs and agreed care package. It can range from general companionship and housekeeping to high dependency, intensive personal care.

    Q.Q. Do you provide short term care?

    A. Yes, we provide convalescence care for those being released home from hospital and respite care for those who have family members performing their care. We also provide holiday and sickness cover to anyone who may require this.

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