Frequently Asked Questions
What is the first step in the process?
We are happy to discuss your needs and any concerns you may have over the phone initially and can also arrange for a free visit by an experienced care manager to assess your individual needs and wishes in detail. A carefully tailored care plan is drawn up and discussed with the client, relatives and, if appropriate, other health and care professionals.
How do you ensure that clients receive the high quality care you aim for?
The key to our ability to provide high quality care is in our professional management, recruitment and training capability and procedures. Total Care staff have been carefully chosen and vetted including mandatory Criminal Records Bureau and Protection of Vulnerable Adults checks. An ongoing training schedule is then put in place for each carer.
Are your carers available at all times of the day?
Our service is available 365 days a year and 24 hours a day. We are flexible on timings - from a few hours a week to 24 hour live in care. Clients are also provided with an emergency telephone number which is manned on a 24/7 basis.
What tasks can a carer undertake?
Anything from general help around the house to assisting with personal care. Duties could include help with getting up in the morning, washing/bathing, making breakfast, doing the shopping, light housework and preparation of meals. We also offer a companionship service where a carer accompanies the client on social occasions, or just sits and chats for a couple of hours.
Do you take up references of your carers?
Yes. Our managers follow a stringent recruitment process. This includes the requirement of two written references before any carer is placed in work.
Do you carry out police checks on all your staff?
Yes. It is a requirement that we undertake checks with the Criminal Records Bureau (CRB) and a POVA (Protection of Vulnerable Adults) for all staff working in the care sector prior to starting work.
How will my carer know what to do when he/she visits me?
A carer will only be assigned to you if they have the relevant skills and experience to meet your requirements. Before their first visit, the care manager will have discussed your Care Plan with them in detail so they will know exactly what they are required to do.
Are your carers trained to deal with elderly people suffering from dementia?
Many of our clients have problems with memory loss to one degree or another and our carers are very experienced in this area.
Will I always have the same carer?
It is very important that a relationship develops between carer and client, so we provide as much continuity as possible. This enables the client to feel safe and secure. If a carer has a holiday or time off, another carer will be organised to cover for these periods.
If I am arranging care for a relative, what kind of feedback will I get?
We maintain regular contact with family members on an on-going basis. If there are any emergencies or problems that arise you will be notified immediately.
What if I wish to change my carer?
We match carers to clients depending on their needs, interests and wishes but clients can always ask for a change of carer and we have a policy of replacing carers upon request to ensure client satisfaction. We also assign more than one carer to a client to ensure there is coverage for holidays, sickness etc.
If I'm not happy with my carer what should I do?
We try to provide regular carers to ensure continuity of care. If, for any reason, you are unhappy with your carer you should speak to the manager of the branch who will make arrangements to assign someone else to you.