How do I arrange a service?
You can either telephone our offices or complete our online contact form and we will be in touch with you. One of our managers will arrange a convenient time to visit you in your own home to discuss your requirements and the services we can provide. A care plan will be jointly devised with you. At all times we will listen to your needs and take into consideration everything and everyone that is important to you.
Can I have a home carer on a weekend?
Yes - We work 365 days a year providing services. As well as day/evening work we also provide waking nights, 24 hour live in care and holiday/respite cover.
Can I book a regular visit?
Yes - You can book services for a one off visit or arrange for a carer to visit you on regular days or even everyday.
We use an electronic scheduling system to allocate a carer to your visit.
We are able to provide a web portal that can be accessed remotely from your own home or your relatives where you can access and view your care schedules, see who is attending your visit, book and amend visits and send messages directly to the rota coordinators. We are currently developing this so you can view your current care costs.
Are all your staff vetted, trained and approved?
All our carers are carefully selected and have been checked against the Disclosure Baring System (DBS). We obtain two employment references and one personal reference. A wide variety of training is included in a comprehensive induction process which includes time spent shadowing experienced carers within practice. All our carers are fully insured.
What if there’s a service not on your list?
We aim to provide services that you require. However, if there are additional services please contact us to discuss your requirements.
Where are you based?
We are based in our purpose-built office on Grove Park Court. It is wheelchair accessible and has parking available. We have a full onsite training room and a satellite office in Settle, North Yorkshire. This is also wheelchair accessible and hosts a mobility and equipment showroom, selling adaptations, wheelchairs and incontinence aids.
Service Provision Area
We provide services in Harrogate, Ripon, Huby, Knaresborough and outlying Leeds villages. Our Settle office provides services in Giggleswick, Clapham, Bentham, Ingleton and surrounding areas. If you are unsure if we cover your area please ring to confirm.
Will the carers respect my dignity and privacy?
All carers are trained with in this important area.The promotion of your dignity and respecting your privacy is fundamental to the care we provide. We will at all times take this in to account and listen to your needs and wishes as an individual. We care about you and the care and the service you receive.
I am independent in some things but need assistance with others. Is this a problem?
As a company we focus on promoting your independence and recognising the importance of developing and fostering independence. We will support you as an individual to achieve and work towards your goals and aspirations no matter how small. We will ensure that we provide just the right amount of support to you.
How can I pay for the service?
You will be invoiced monthly and payment can be made via online banking, cheque or over the telephone with a card reader.
How can I give feedback about your service?
Your feedback is essential to developing and shaping our service. You can either contact our offices and speak directly to a manager, complete our online contact form or write to us. We really would like to hear from you.
We encourage and support a culture of openness and ensure all comments and complaints are listened to and acted upon. We want to know of any concern, dissatisfaction or worry however slight. Only by being informed can we take steps to rectify the situation.
If you feel unhappy with our investigation outcome you can refer your complaint to the Local Government Ombudsman. Our service is registered and regulated by the Care Quality Commission.
Local Ombudsman - Telephone: 0300 061 0614 - Local Government Ombudsman, PO Box 4771, Coventry, CV4 0EH
Care Quality Commission - Telephone: 03000 61 61 61
North Yorkshire County Council -Telephone: 01609 536753