What will my Carer do?

Before we even start to deliver the care, we agree a ‘Person Centred Plan’ which details exactly what you have instructed us to do.

And what will my Carer NOT do?

Once we have established exactly what you want on each visit we will work to that list. We do not give injections or change sterile dressings but we can give medication and change basic dressings. Obviously we cannot carry out tasks which are likely to cause risk to either the person we provide care to or to the Care worker which is why we ask that any different tasks are referred to the office first.

Will I have the same person every day?

This depends on how many care visits you have each week. We provide a list of carers who will visit you each week so you know who is coming. We very rarely have just one care worker assigned to a particular customer although we can do this depending on your care plan. This is to avoid someone new having to learn the ropes if the regular care worker is away on holiday etc. However we do keep the number of people to an absolute minimum.

What about my personal security?

Every member of the Care team has been through a rigorous vetting procedure before they ever start work. In addition all staff will always be in uniform and carry a personalised identification card which shows their name and photograph.

How can I be sure that my care worker will stay the full time and carry out all the tasks?

We take a time to ensure that the service is exactly what is required. After every visit the care worker will write the details of what he/she has carried out during the visit in the Care Record (which stays in the your house). But in addition you will be contacted by the service manager and asked if the service is providing what they want or do they want to change anything.

How do I pay for my care?

We will send you a bill once a month if paying by Direct payments or invoice your funder.

What happens when the office is closed?

We maintain an out-of-hours emergency service. This is manned 24 hours when the office is closed and is available to assist with emergencies about your care. Our office is open from 9.30am to 5pm Monday to Friday.

What safeguards do I have?

We are registered with the Care Inspectorate which is sets the standards by which we operate. This independent body regularly inspect us and their inspection reports can be seen on their website

http://www.careinspectorate.com/ . We also carry Public Liability insurance.

What if I don’t like it or want to make changes?

Our experience tells us that people’s care needs very often change. We therefore understand that there may be major or minor changes to make. That is why we carry out reviews on a regular basis and why we are pleased to hear from you or members of your immediate family about ways the service can be delivered more effectively.

How do I start?

Contact Care Solutions and make an appointment for us to visit you for a chat about how we can work for you. We are happy to visit you at home to discuss ways we can help and then, once you have decided, you simply leave the rest to us!

How do I complain?

We take all our complaints seriously. If for any reason you are not happy with the service you receive please contact our office as soon as possible to let us put it right. Our complaints policy is detailed here. However, if you prefer you can contact your Social Worker by phoning your local office or you can phone the Care Inspectorate on 0345 6009527.