FAQS about Home Care

How do I arrange an initial Consultation with My Care at Home?
You can contact us by phone, email, letter or click here. Together, we will agree a suitable date and time to visit you at home and provide you with a free consultation, and if you would like our help, we will listen to your individual needs and together put a Home Care Plan in place. To speak with our Care Manager please call 01449 678000.

What makes My Care at Home different from other Home care providers? 
Our commitment is to provide ‘high quality home care’, which we deliver through our greatest asset, our staff and the training that they receive. We offer great pay and a structured individualised training programme to support their development. We only employ people who love to care. We are proud to say our training is delivered in-house and face to face by our field trainer.

What services do you provide? 
To find out more about the services which we provide please click here.

Can I get help with the costs of care?
You may be entitled to financial support to pay for or towards your care. This depends on your financial circumstances and is means tested. If you would like to know more about funding for your care from Suffolk County council please click here

What is Personalisation?

Personalisation means thinking about care and support services in an entirely different way, building care provision around the person as an individual and putting them at the centre of the process of identifying their care needs.

Under the Personalisation Agenda the government have changed the way in which care is paid for. Personalisation is about giving people much more choice and control over their lives in all social care settings and is far wider than simply giving personal budgets to people eligible for council funding. It includes advice and advocacy for service users to enable them to make good decisions about the support they need. It means ensuring that people have wider choice in how their needs are met and are able to access universal services such as transport, leisure, education, housing, health and opportunities for employment regardless of age or disability.

How do I pay for my care?
If you are paying for your care privately, you can choose to pay on receipt of a monthly bill or by direct debit or standing order. If you have a Personal Budget from the local authority this can be used towards your care package.

What security checks do you make on your carers?
All our Personal Care Practitioners have an enhanced DBS check as required by the Care Quality Commission. We also gain 2 professional references prior to employment.

Our Carers will always be in uniform and carry a picture identification card. During each visit to your home our Personal Care Practitioners will make some observations regarding the home care you have received in your Care plan and sign in and out of each call using their mobile device.  Our Care Manager audits the record log each month and during supervised visits and when reviewing your Care Plan.

What training do your carers receive?
We are passionate about the standard of training our Personal Care Practitioners receive and take their on-going professional development very seriously. My Care at Home provides a structured training programme, tailored to our client’s individual needs. This includes all mandatory training required by the Care Quality Commission and is delivered by our in-house field trainer. We also have our own Dementia Care training programme and all our Personal Care Practitioners receive this training to support our clients and their family members.

Our Care Manager conducts regular supervised home visits with each Personal Care Practitioner. Assessing and reviewing the quality of their care and ensuring clients and their families are happy with the support they receive.

Will I get the same carer on each visit?
We will provide you with your own Key Worker who should deliver the majority of your home care. We promise to limit the amount of Personal Care Practitioners who will visit you at home.

What happens if my situation changes, can I amend my care package?
Of course you can, we also review your Care Plan every 6 months or sooner dependent on your changing needs. We will never change your Care Plan without discussing with you first.

Can I choose what time I want my care delivered?
Yes. If you like to get up early, or like to snuggle into your duvet we will always do our best to deliver your home care at a time which suits you best.

What if I need to speak to someone outside of normal working hours?
Our office is open from 8.30am to 5pm Monday to Friday. However, we do have a duty manager who can be contacted from 7am to 10pm 7 days a week.

What if I have a compliment or complaint?
At My Care at Home, we are always looking at new ways to further improve the services which we provide. Feedback is therefore very important to help us achieve this. If you have compliments or non-urgent suggestions, please do let us know, we like to recognise our staff for the great work they provide. If you have any suggestions or feedback we would encourage you to speak with our Care Manager at the earliest opportunity, so we can resolve any issues as quickly as possible.