Frequently Asked Questions

1. How will you assess what care I need?
i-care offers a free no obligation assessment where we come to your home and meet you and your family.  During this assessment we will talk about the type and frequency of care you would like, and ask you several questions to enable us to determine your care needs.

From this initial assessment we will be able to tailor a care plan to your unique needs and lifestyle, and advise you on costs.

If you are happy to proceed we will work with you to find the most suitable carer based on your preferences.  For example, if you would rather an older female carer, or a particularly chatty carer, we will always try to accommodate your needs.

2. What measures will be taken to monitor my satisfaction, the appropriateness of the care package and the performance and quality of service provided?
We are dedicated to providing high quality care, and will ring you within the first two weeks to determine if you are happy with the service being provided.  We will also do a home visit within the first four weeks to see how you are getting on.

We have a wide range of monitoring procedures in place, from carrying out quality audits with you to carrying out spot checks on staff.  Of course, if you do have any issues or queries you can contact us at any time of day or night.  When the office is closed, we have an on-call system to ensure you can always speak to someone.

3. How much notice do you need before care can start?
We can usually commence care within two days, as we have to carry out a needs and risk assessment first.

4. What is the minimum amount of care you offer?
The minimum amount of care we can provide is half an hour.

5. How much will it cost me?
Rates can vary and depend on how much care you receive.  For detailed rates you can ring or email the office.

6. Will I have to sign a contract?
Yes, if you are not receiving care through Social Services.

7. Is there any funding available?
This will depend on your financial situation, but usually if you are contracted through Social Services there should be some funding available.

8. Can I meet the carer in advance?
Yes. We want to ensure you are happy with your carer before your care commences, so are always happy for you to meet your carer.

9. Can I request a carer?
You can request a carer and we will do our best to meet your requests.  It may not however always be possible for him or her to attend your call.  It depends on what days the carer is working, and where he or she is situated at your requested time.

10. Will I always have the same carer?
We endeavour to provide continuity of care.  In the event of holidays or absences however, a replacement carer will be provided.

11. Are carers CRB checked?
Yes, all carers are police checked to Enhanced CRB Disclosure level for your safety and peace of mind.

12. What training have your carers undergone?
We are dedicated to building a competent and committed team of carers.  That’s why every i-care carer undergoes mandatory training courses such as Manual Handling, Protection of Vulnerable Adults, First Aid, Health and Safety and Food Hygiene. They also complete specialised courses such as Dementia Care, Alzheimer’s and Stroke Awareness.

13. What happens if a carer becomes ill or goes on holiday?
In either of these cases we will ensure you receive your usual care.  In the majority of cases this care will be provided by a carer who closely matches your preferences.

14. Will the carers look after my pets?
Yes, providing your pet is not dangerous, i-care carers can ensure your pet is comfortable and even take him for a walk.

15. Will I be forced to do something I don’t want to do?
No. While we will always have your best interests at heart, if there is something you really do not want to do, such as eat a meal or have a bath, we cannot force you.

16. How will my relatives be kept informed about what has happened during the care?
It is important to us to ensure your relatives are kept informed about your general health and what happened during the care session.  We can do this using whatever medium you prefer, from email to text to a phone call.

17. I need 24 hour care. What facilities will I need to provide for my carer?
If you are receiving 24 hour care you will need to provide your carer with a room, bed, linen and a place to hang clothes.

18. What happens if I feel my parent or relative needs care at home, but they do not agree?
We can arrange to do a home visit and explain to your parent or relative what it entails to have care.  Very often, once they understand how care at home can help them, they are willing to accept it.

19. What happens if I don’t like my carer?
If you dislike your carer we encourage you to say.  We will not be offended and are happy for you to request a different carer.  We will conduct a new assessment to ensure we have an accurate understanding of the type of carer you would like and will act immediately to find you a replacement.

20. How do I complain?
When you commence care we will provide you with the full details of our complaints policy and procedures, along with contact details of the relevant people you need to speak or write to.  If you would like to view this document beforehand, please email us.

21. My question has not been answered.
If your question has not been answered you can speak to us on 02920 231903 or send us an email.

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