01. Will I always receive care from the same Care Assistant?
We want to establish a long-term relationship with you or your loved one. We understand that a good rapport and trust with a Care Assistant is vital for this relationship. Should your family want to request another CareGiver for any reason, we’ll search for a match until your family is happy. Our carers have fixed schedules. We try our best for each of our clients to receive the same care assistant as much as possible. This may mean that you have a particular carer with you most of the week however a different carer may assist on weekends or when your main carer is not available. Hence you would know who is visiting you on which days. We would always let you know of any changes to this schedule.
02. Can I change or discontinue the services my loved one receives?
We understand that care situations can change quite rapidly and we will be there to support you with these changes. Whether you want to increase your care or feel that you need less care, we will support you throughout. Our contracts are flexible to allow for changes in care as and when required.
03. What do I do in an emergency?
We will always be there to assist you. Our offices are open weekdays from 9 to 5. Outside of these times and on weekends, we have an on call system where you can call us at any time in case of an emergency.
04. What are the costs of your services?
Our services are typically billed on an hourly basis. We provide a minimum call length of one hour. To discuss the exact rates for our services, please contact our office. We’ll set up a no obligation consultation to begin discussing your Personal Care Plan and the rates for each service on your plan can be discussed then. We always provide a written contract, outlining our services and all our charges prior to initiating services. We also work with social services who may use direct payment methods or a personalised budget. Please call our office and we will gladly assist you with your funding options.
05. How is the privacy of my personal information maintained?
Your information is never sold to a third party under any circumstances. Only the office personnel and care assistants who are directly involved in your services will have access to information related to your care. All of our staff sign a confidentiality agreement before commencing work with Prime Home Care.
06. I would like Prime Home Care to assist me. What’s the next step?
Contact us. We’ll arrange a time to visit you, your family and/or any authorised representative to fully discuss your needs and how Prime Home Care can assist you. Together, we’ll go over your care needs and the care we provide. We’ll answer all of your questions regarding services and costs. Then, we’ll begin putting together your Personal Care Plan and matching your loved one with the right care assistant.
07. What precautions have you implemented due to the coronavirus?
Prime Home Care has remained open and our clients have been able to contact us throughout. Prime Home Care is well equipped to keep fully abreast of developments relating to the continued spread of Coronavirus (COVID-19) across the UK. We are routinely monitoring developments, reviewing our protocols, and preparing appropriate responses as the situation evolves. We are committed to ensuring all steps are taken to protect the health and wellbeing of all our colleagues and customers. We work closely with our local health authorities, CQC and UKHCA to ensure we implement guidelines as soon as they become available, ensuring we protect our colleagues and our customers and maintain service delivery. There are a number of precautions we have undertaken to protect our customers and staff which include: Continuously updating our business continuity plan We have a COVID-19 office risk assessment in place in accordance with government and HSE guidance. All Prime Home Care assistants wear Personal Protective Equipment in accordance with government guidance. In England the guidance followed is Personal protective equipment (PPE) – resource for care workers delivering homecare (domiciliary care) during sustained COVID-19 transmission in the UK. All of our employees have received PPE training which is refreshed every few months. All of our care assistants receive regular monitoring checks to ensure correct PPE usage.