Frequently Asked Questions

Providing You With Answers

Why choose homecare?

Homecare, also known as ‘domiciliary care’, is a term for support provided in the home by care workers to assist someone with their daily life. Enabling people to remain at home helps them maintain their independence, comfort and contact with their local community. Homecare is flexible, with just the right amount of assistance given at any one time. You may only require a small amount of support – from half an hour a week, to several hours a day, or even live-in care. The service may be on a temporary, intermittent or long-term basis.

How will my well-being be protected?

All homecare workers are required to undergo initial induction training to make sure they are ready to provide care at home. All care workers go on to achieve recognised qualifications in care. In the United Kingdom, homecare workers undergo a DBS check (disclosure and barring service), previously known as a CRB. All homecare agencies are required to register with their statutory regulator (in our case, the CQC) if they provide personal care. They are obliged to meet a high standard of service and undergo regular inspections from the local authority (KMC) and the Care Quality Commission. Homecare agencies are required to comply fully with health and safety legislation to identify and minimise risks to people receiving care and their care workers.

How much will care in my own home cost?

Our prices are very competitive, with no minimum amounts or call-out rates. You only pay for what you need. Before agreeing a service with you, we will discuss a detailed breakdown of the services to be provided and the price we will charge.

How is the level of care to be provided assessed?

Upon receiving a call from a potential client, an initial assessment of all the client’s needs is made, including both medical and non-medical (personal) needs. We engage with the client/client’s family to thoroughly understand the level of care expected from us. Our Care Manager will arrange a visit to discuss your needs further and to talk to you about how we can help.

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 in order to provide a customised, tailor-made, client-centric service. We select appropriate carers based upon the needs assessment conducted by our team.

What do you mean by a ‘tailor-made’ care plan?

With clearly defined objectives, we devise a customised care package for each of our clients. We understand that each client is unique, and his/her needs are unique to them. Along-with providing care, we place a lot of emphasis upon the safety of the care provided to each of our clients.

A customised Care Plan will be developed and agreed upon to ensure that we all know what we aim to achieve. Our Care Plans are not fixed or inflexible. We develop an ‘open’ Care Plan which means that our clients can choose what they want to do, and how and when 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 whilst we take care of the necessary daily duties and tasks.

What happens if my needs change?

All care packages are continually assessed to ensure they are meeting the client’s needs. We liaise with clients, client family members and care workers and any required change in level of care provided is discussed with all parties and implemented.

What training have your care workers received?

All our care workers receive a full induction to ensure they are ready and able to deliver care services. All care workers will work towards and attain their Diploma 2 in Health & Social care within their first 12 months of joining Care Counts. They also receive ongoing supervisions, appraisals and training included in the QCF (Qualification and Credit Framework), as well as specialised training.

The training includes:

  • Moving & handling
  • Medication administration
  • Infection control
  • Health & Safety
  • Food safety & hygiene
  • Safeguarding of vulnerable adults
  • Basic first aid
  • Fire safety
  • Equality & diversity
  • Dementia awareness
  • Diabetes awareness
  • Record keeping
  • Principles of care

How will I know I can trust the care worker caring for me in my own home?

All of our care workers are fully checked. This means they have been interviewed by us, had their references checked and had a Disclosure & Barring Service check (formerly CRB – Criminal Records Bureau). They are fully trained and shadowed before going out to work. Once working for us, they receive regular supervision and training. Most importantly, we will ask you what you think of your care workers, to ensure we maintain your happiness at all times.

What training do your care workers receive?

All our care staff are professionally trained and have extensive experience in providing care. As part of the True Homecare team, all our carers receive additional, comprehensive in-house training to ensure 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, all ensure that we consistently exceed industry standards, such as the Skills for Care recommendations.

What quality monitoring/assurance systems are in place?

Our Care Managers have a wealth of experience in monitoring the provision of care and in seeing that everything is as it should be. 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. We build a relationship that promotes trust between us and our clients and ensure they are never worried about complaining. We have an on-call support line for clients and carers alike, so help and advice is available at all times, should it be required. 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.

What if I don’t like my care package or want to make some changes?

Our experience has taught us that the needs of a client change very often. This is why we review our care plans on a regular basis. We welcome any kind of feedback from the client’s family and are happy to incorporate it in the Care Plan.

How can I be sure that my care worker will stay the full period of time to carry out all the tasks?

We have an electronic call monitoring system (ECM) in place, this system is used to log in/log out our care team. The system monitors every care worker’s punctuality, the amount of time stayed and this system ensures that calls are not missed, thus further safeguarding our service users. After every visit the carer will write the details of activities undertaken during the visit in the care notes (which is retained by the client). These care notes are periodically brought back to our office, where they are checked to ensure the correct level of service has been delivered.

What is your approach to dementia care?

Care Counts is an experienced provider of dementia care. This means that our care workers 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.

Can I contact the office outside of normal opening hours?

Yes you can. Our offices are normally open from 9am to 5pm Monday to Friday. We operate an out-of-hours emergency service, which is manned from 5pm to 11pm Monday to Friday and 7am to 11pm Saturday and Sunday (this includes 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.

How is home care regulated?

Throughout the years there have been several government organisations that have regulated care at home and are now regulated by the Care Quality Commission (CQC). The CQC also regulates all entities that provide all forms of care to individuals in the UK (including care homes, hospitals and dental practices). Broadly speaking, the CQC ensure that care businesses comply with the Health and Social Care Act 2008. All care businesses should be registered with the CQC and this can be checked by visiting the CQC website. We also proudly work alongside Kirklees Metropolitan Council and the NHS.

How is care paid for?

Funding is provided by local authorities and the rules determining the type of care that an individual may receive varies from one local authority to another. Funding will be provided according to the value of the individual’s assets level and according to the care needs of the individual with funding provided to those who have greater needs. The KMC will take care of all the client’s care needs via their brokerage system, KMC will find a suitable provider and monitor the service provided.

There is also the Direct Payments (DP) route available to everyone requiring home help. DP allows clients, family members or advocates to take control of their own care packages and the payment for the services provided.

If funding is not provided by the local authority then care must either be provided by the family and friends of the individual or, privately, or by a home care company. Care is usually charged for each hour attended and petrol costs are sometimes charged in addition if significant travel is involved.

For those with long-term medical conditions funding may also be provided by the NHS through its Continuing Healthcare programme.

Can we choose a different care worker?

We recognise that all people are different and that some people get on better with certain people than others. If, for some reason, you would prefer to change care worker please feel free to call our office and we will talk through the qualities of the person you would prefer instead and we will do our best to find a more suitable alternative.

Which areas do you cover?

As the company grows the area we cover is increasing continuously.

We currently provide care in:

  • Lindley
  • Marsh
  • Salendine Nook
  • Outlane
  • Paddock
  • Crosland Moor
  • Fixby
  • Fartown
  • Deighton
  • Bradley
  • Hillhouse
  • Moldgreen
  • Rawthorpe
  • Dalton
  • Almondbury
  • Kirkheaton
  • Golcar
  • Scapegoat Hill

If your area is not listed please call us and we will check the availability for care in your neighbourhood.

Can I choose the care worker I want?

We will select an appropriate Home Care Assistant to meet your care needs and one of our managers will introduce them to you. If they are not suitable however, we will strive to find a replacement as quickly as is practical.

Can I get financial support from Social Services?

You may qualify for support from your local social services department, so we would advise you contact them directly. Their contact number is: Gateway to Care 01484414933

How long can I get support for?

We are able to support you on a short, medium or long-term basis, in line with your requirements.

What happens when your Home Care Assistant goes on holiday?

We will ensure that you will be introduced to an alternative carer who will be familiar with your needs.

What types of care do you offer?

We can provide care for anyone over 18 years of age, who wish to remain in their homes. We have a great deal of experience in all types of care from personal care to more complex care. We look after people from all different backgrounds, ages, abilities, physical and mental conditions.

We provide all types of services, including:

  • Assistance with personal hygiene tasks.
  • Prompting medication.
  • Preparation and cooking of meals.
  • Assistance with household cleaning, laundry, ironing and other tasks.
  • Support to use local facilities (e.g. shops, banks, post offices and public transport, etc.).
  • Support for educational or work‐related activities.
  • Support for sports activities, group activities, theatre trips, days out and so forth.
  • Support for holidays away (weekends, week etc.).
  • Palliative care.

Would we be able to have a small team of regular carers?

Yes, providing a small team of regular carers for each of our clients is our aim. In addition to this small team, we introduce you to a few other carers who can step in if a care worker is on holiday.

Do you provide sleep-overs?

Yes we provide both sleep-overs, as well as 24-hour care.

Can your carers take people out on trips and shopping?

Many of our clients ask for support with shopping and either choose to have a carer accompany them on a shopping trip or they ask the carer to go shopping for them. We can also arrange for clients to take part in activities or organise day trips. We are now introducing Holiday Care, where carers can accompany clients on short breaks or longer holidays in the UK and abroad.

What is your process to start care for a new client?

If you are interested in our services, we would have an initial phone chat with you to find out more about the care you need, then we would arrange for one of our managers to visit you in your home to discuss your care needs in more detail. From this meeting (if you wish to use our services) a schedule of care would be drawn up and you will be matched with a team of regular carers. We would conduct an assessment of your home and your mobility to see if any additional requirements are needed before we start your care. Click here for further information on how we work with you.


Got a question?

Call us today on 01484 424744