FAQS


Yes, True Homecare is registered with The Care Quality Commission (CQC). We are proud of being on the Preferred Providers List of the Stockport Council.

Once we’re in contact with a potential client, an initial assessment of all the needs of the client is made, including both medical and non-medical needs. We work with the client and their family to thoroughly understand the level of care needed and expected from our team. After this assessment, our Care Manager will arrange a visit to discuss your needs further and to talk to you about our services and how we can help you.

After conducting a thorough needs assessment, including gathering information from all the people that play a part in our client’s life socially or medically, we select appropriate carers based on the needs of the client. We take pride in offering a completely customised, client-focused service so our clients receive everything they need.

We utilise clearly defined objectives in order to devise a unique, customised care package for each of our clients. We don’t believe in taking a cookie cutter approach to care. You’re unique and your care should be too. In addition to providing care, we place a lot of emphasis upon the safety of each of our clients.

We work with you to develop a customised care plan that we all agree on. Our Care Plans are not fixed or inflexible and everything can be adapted. We develop an open care plan that allows our clients to choose what they want to do, when and how they want to do it. We take on the daily responsibilities of providing care and ensuring that our clients remain safe and secure. We enable friends and families to spend quality time together enjoying the activities that they choose while we take care of the necessary daily duties and tasks.

All of our care staff are professionally trained and have extensive backgrounds in providing care. As part of the True Homecare team, our carers receive additional, comprehensive in-house training to ensure that they meet the high standards that we set for all carers. In addition to this, all carers receive ‘on the job’ training to ensure the individual needs of our clients are attended to. Ongoing training and development, regular updates and careful management by our experienced care manager ensure that we consistently exceed industry standards, including the Skills for Care recommendations.

Our Care Manager has a wealth of experience in monitoring the provision of care, and in ensuring that everything meets True Homecare’s rigorous standards. We make regular telephone contact with our carers, clients and their representatives. We talk to our clients in confidence to ensure any concerns are raised and addressed. We cultivate a relationship that promotes trust between us and our clients and ensure they feel comfortable complaining if there is an issue. We also have an on-call support line for clients and carers, meaning that help and advice is available whenever it might be needed. We exceed the Care Quality Commission essential standards of quality and safety. We regularly conduct Quality Reviews with the clients to get their feedback and suggestions on the service they are receiving.

Once a Care plan is agreed, this becomes the task lists for each day. We are continuously working on improving our service delivery, which means care plans are frequently updated to ensure we are proving the appropriate level of care.

Then you can make changes! Our experience has taught us that the needs of a client can change relatively frequently. This is why we review our care plans on a regular basis. We welcome any kind of feedback from the client or their family and are happy to incorporate it in the care plan.

We continuously reassess the care provided to ensure any change in level of care provided is accounted for and implemented as soon as possible.

Absolutely no problem! Just call the office, ideally 24hours in advance, or by midday on Friday for weekend calls and we shall do our best to meet your requirements. We endeavour to accommodate the individual needs of all our clients, and we appreciate that medical appointments and family visits require care calls to be rescheduled.

Once we have established exactly what you want on each visit, we work to that list. We’ll write out a detailed care plan that will be maintained in your home file. The care plan will be tailored to your requirements, and it will be followed by the carers. We are not able to give injections or change sterile dressings. Also, we cannot carry out tasks which are likely to cause risk to either the client or to the carer. Tasks will be agreed with you in advance. Any changes to the care plan can be discussed with the Care Manager and added in as requested.

Yes, our carers are able to prepare meals. From basic microwaved food to three course gourmet cuisines.

Primarily yes, our clients are assigned a main carer. However, all our carers work in small teams and most work set evenings and every other weekend, so you will get to know the carers in that team. If you have only one call a week you will receive the same carer. In the event of your regular carer’s absence, you will always have a carer you have met before. All our carers are introduced to you by the care manager, care coordinator, or your regular carer, so you will always have a familiar face at your door.

We very rarely have just one care worker assigned to a particular client. This allows for periods of time where your care worker may be away on holiday. However, we do try to keep the number of your care workers to an absolute minimum.

If your carer has not arrived within 10 minutes of your scheduled time, please call us on the office number and we will contact your carer and let you know when to expect them. We do ask our staff to call us if they are running late to enable us to notify our clients, but sometimes there is an emergency and they do not always have chance to ring us.

We take a considered and comprehensive approach to ensuring that your care service is exactly what is required. After every visit, your carer will write the details of activities undertaken during the visit in the care plan notes (which is retained by the client). These care plan notes for each month are brought back to our office at the beginning of each new month, where they are checked. If you ever feel dissatisfied with the level of care you receive, you can get in touch with the care manager who can help address and resolve any issues.

Every member of the True Homecare team has been through a rigorous vetting procedure before they start working with us. In addition, all staff will always be in uniform and carry a personalised identification card which shows their name, photograph and signature.

True Homecare is a preferred provider of the Stockport Council and Registered with the Care Quality Commission (CQC). These bodies set the minimum standards by which we operate, however in every case we seek to exceed these minimum standards by a significant margin. Both bodies have standards which set out how we should operate.

True Homecare is an experienced provider of all levels of dementia care. This means that our carers know the importance of ensuring the safety and dignity of our clients and minimising their anxiety whilst providing companionship delivered with compassion, diligence and sensitivity. We have a good understanding of how dementia affects the client and those close to them.

The cost will depend on the level of care that we have been asked to provide, and an individual assessment will be made, free of charge.

We have a range of prices depending on your care needs. Following your initial assessment, we provide you with a tailor-made care package to suit your needs, and our price quotation.

Some people will be entitled to assistance with the cost of their care either from their local Social Services office or via other Government grants. Our team can help you identify avenues that could offer help and support.

We send the bill once a fortnight. Mode of payment is: Direct Debit, Standing Order and Cheque Payment.

Yes , of course. We understand emergencies can occur! Our offices are normally open from 9am to 5pm Monday to Friday. In addition to this, we operate an out-of-hours emergency service which is manned from 7am to 10pm.

After office hours the telephone is transferred to the On Call service. Please leave a message with the service and a member of our staff will get back to you as soon as possible. This service includes Weekends and Bank Holidays.

If you dial the office number, there will always be someone at the end of the telephone line to assist with any emergencies about your care.

Contact True Homecare and make an appointment for us to visit you for a chat about how we can work for you. We are happy to visit you at home to discuss ways we can help and then, once you have decided, you simply leave the rest to us!

We can start the care package once all the necessary procedures have been completed. This does take time and is not something we like to rush. On average we ask that you give us 7 days once the assessment has taken place. We can and have however, in exceptional circumstances, supply care in shorter periods than this.

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