We tend to ask you when you would like the service to start. Once we have completed our initial assessment (which may take a few days), we can start right away. For emergency situations, we may be able to start sooner.

Before your care starts, we ask what times you would prefer. We will then offer you times that we have available, for you to choose from.

Please be aware, due to the nature of our service being community based, we cannot guarantee carer visit times. We will always aim for your preferred time as close as possible. With a regular carer, call times are usually very consistent.

Continuity of care is something that we aim to achieve quickly and consistently. At the beginning of your care, depending of the number of calls you need, you may have a few different faces to begin with; so that you have a ‘pool’ of carers whom you are familiar with. Typically, these will be the carers who will be covering when your usual carer is on their days off, on holidays or attending training.

We understand that people’s needs can change. Our service is flexible, so that we can adapt to your changing needs. Although we will regularly review your care, you can request a review yourself at any time. Also, if your carers notice your needs has change, they will inform the office. We will then review your care requirements.

This is not a problem, just contact our office to request this. If we have a minimum of 24 hours notice, you will not be charged.

People are not always aware, but there are many ways in which we can support you to remain safe and independent in your own home. This means you can remain in your own home and be looked after safely. This will avoid the need for expensive residential home and nursing home fees.

As part of our recruitment process, we conduct an Enhanced Disclosure and Barring Service (DBS) check for all staff, and if necessary, a Local Authority POVA First check too.

All our staff receive the same level of induction training before they start, which is refreshed regularly. Nearly all our staff also hold a care qualification, ranging from a Level 2 Diploma in Health and Social Care, through to Level 5 for Management. We encourage and support our staff to progress their knowledge and education as much as possible.

Yes, you may be entitled to help with your care costs. Kent County Council will need to complete a ‘Needs Assessment’ to determine your eligibility to receive funded care, which will also involve a ‘Financial Assessment’ where currently, if you have savings of more than £23,250, you will not qualify for any financial assistance. You can find more information about Kent County Council support towards your care here Charging for care provided in your own home and support in the community (kent.gov.uk)

Depending on your needs, you may also be eligible for ‘Attendance Allowance’ which can be used towards the costs of your care. Attendance Allowance is not means tested. You can find more information about Attendance Allowance here https://www.gov.uk/attendance-allowance

We send our invoices out every four weeks. There are many ways in which you can pay. Most people prefer to make a payment over the telephone, using either a debit or credit card. Alternatively, you can pay by bank transfer, set up a standing order, send us a cheque or pay by cash.