Below is some guidance about how to apply for help and how everything works, but if you have any questions, please ring one of our friendly admin team for any help or advice. 

Note - We refer to anyone that uses our services as a Service User.

When is Help Required?

Help can be provided at any time.  When life becomes a little bit of a struggle or following illness, it may become necessary to enlist our services even if only for a short period of time until you are back on your feet.  You may notice a family member not coping so well or forgetting to attempt the daily tasks or routines.  Following diagnosis of medical conditions it may be deemed necessary to seek help to ensure recovery or acceptance.  We have highly trained staff to be effective in all area’s and conditions.

Do I need to be referred?

Whether you have been given our number from friends, family, social worker, or doctors we are always more than happy to answer any questions you may have regarding any aspects of care, funding or services.

What information would you need from me?

Whilst enquiring about the needs it is you or a family member may need, our admin team will take as much information from you as possible, these will be thing like, Name, address of the service user, what is it you are requiring, how many days, hours and a brief description of their/your needs. You will then be informed if we have capacity to go ahead with servicing your needs.

What happens after the initial phone call?

This information then will be passed to our Care Manager who will organise with yourselves a convenient time to come out to visit and assess your needs in the comfort of you or your family members own home. This is called an assessment.

Our Care Manager and our Systems Manager will attend your assessment and go through in detail what we can offer, information about Caring Heart and Hands Ltd, asses your home environment for equipment that may be needed to make things easier for the service user to receive care at home, and do a full assessment of the care needs that are needed.

If both parties agree to commence care a date would be agreed between our Care Manager and the service user as to what date we would commence our services.

What happens if I would like to go ahead with your in home care services?

A care plan is then made up in detail with all aspects of needs, assessments and complies with CQC regulations.

All relevant paper work is sent out to you before the commencement date.

On the date on commencement either the Care Manager or the Systems Manager that attended the assessment will come with a member of staff to the first call, this is to introduce the staff member to you and so they are aware of what is expected from Caring Heart and Hands Ltd by yourselves on  that call.

What happens if I have any queries or concerns after care has begun?

Caring Heart and Hands Ltd hold regular reviews with all our service users, we operate an open door policy and we have an On Call number that a senior member of staff can be contacted on if its out of hours.