Question 1

What's the best way to contact you?

Accepted Answer

For general enquiries, you can phone, email or use our contact form - whichever you prefer. For urgent care needs, please call us directly on Canterbury 01227 712300 or Dover 01304 240424 so we can respond immediately.

Question 2

When are your offices open?

Accepted Answer

Our offices are open Monday to Friday, 9:00am - 5:00pm. We're closed weekends and bank holidays. However, care visits continue 7 days a week. If you call outside office hours, please leave a voicemail and we'll return your call on the next working day.

Question 3

How quickly will you respond to my enquiry?

Accepted Answer

We aim to respond to all enquiries within 1 working day, but usually respond the same day (often within a few hours). Phone calls during office hours are answered immediately. Urgent care requests are prioritized and responded to straight away.

Question 4

Is the initial assessment really free?

Accepted Answer

Yes, absolutely. All initial assessments are completely free with no obligation whatsoever. There's no charge for the assessment, no charge for the care plan and no obligation to proceed with care. We only start charging once you've agreed to proceed and care visits begin.

Question 5

Do I need to commit to anything when I contact you?

Accepted Answer

No, not at all. Contacting us is just the first step in exploring whether home care is right for you. There's no commitment, no pressure and no obligation at any stage - including after the free assessment.

Question 6

Can I visit your offices in person?

Accepted Answer

Yes, you're very welcome to visit either our Canterbury or Dover office. We're open Monday-Friday, 9am-5pm. Drop-ins are welcome, though we recommend calling ahead to ensure someone is available to give you their full attention. Our Canterbury office has free parking and is fully accessible.

Question 7

I'm not sure which branch covers my area - what should I do?

Accepted Answer

Just contact either branch and we'll let you know which covers your area (some areas are covered by both). You can call Canterbury on 01227 712300 or Dover on 01304 240424 or use our contact form and we'll direct your enquiry appropriately.

Question 8

Can I request a specific time for a callback?

Accepted Answer

Yes, use our 'Request a Callback' form and specify your preferred day and time. We'll call you at the requested time (or as close as possible). This is ideal if you prefer speaking directly rather than sending a message.

Question 9

What information should I prepare before contacting you?

Accepted Answer

Don't worry about preparing anything specific - we'll guide you through the conversation. However, it can be helpful to think about: what care or support is needed and why, current situation, any diagnoses or conditions, how urgent the need is and any specific preferences or concerns. But even if you're not sure about any of this, contact us anyway and we'll help you work it out.

Question 10

Can a family member or healthcare professional contact you on someone's behalf?

Accepted Answer

Yes, absolutely. Family members, friends, social workers, GPs, hospital discharge teams and other professionals often contact us on behalf of someone needing care. We'll arrange the assessment with the person needing care (and family if appropriate), ensuring the individual is involved in all decisions.

Question 11

What if I'm calling from hospital about discharge?

Accepted Answer

Hospital discharge enquiries are treated as urgent. Please call us directly (don't use the contact form) and let us know you're arranging hospital discharge. We'll expedite the assessment and aim to have care in place for discharge. We can conduct assessments in hospital if needed and coordinate with discharge teams.

Question 12

How do I make a complaint?

Accepted Answer

If you have a complaint about our service, please contact us immediately on Canterbury 01227 712300 or Dover 01304 240424 or write to the Quality Manager at either office address. We'll acknowledge complaints within 3 working days and provide a full response within 28 days.

Question 13

What if I have safeguarding concerns about someone receiving your care?

Accepted Answer

Safeguarding is taken extremely seriously. If you have concerns about the safety or wellbeing of someone receiving our care, contact us immediately on Canterbury 01227 712300 or Dover 01304 240424. Outside office hours, contact Kent County Council Safeguarding on 03000 41 61 61 (24/7). If someone is in immediate danger, call 999.

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