FAQ

1

Are you registered with the appropriate body?

We are registered with the Care Inspectorate Wales (CIW), you can view our last inspection report

2

What geographical area do you cover?

At the present time we cover predominately the North Area of Cardiff, covering Llanederyn, Cyncoed, Penylan, Roath, Heath, Llanishen, Lisvane, Rhiwbina, Whitchurch, Llandaff North, Llandaff and Fairwater.

3

Do you charge for an assessment?

There is no charge for an assessment visit and no obligation for you to use our services once an assessment has been carried out. At an assessment visit we will complete a needs assessment, health and safety risk assessment and, if needed, a moving and handling assessment and medication risk assessment. The assessment visit will last at least 30 minutes, but please allow for an hour appointment so that you have plenty of time to ask us any questions you may have about the service and care package we will provide.

4

What if I need care urgently?

If you needed to commence care services urgently we would try to complete an assessment visit and commence the service with 48hours. If we don’t have the capacity to start care services within the time frame needed. We will let you know straight away.

5

How do I pay for your service?

The preferred method of payment is via weekly standing order which we like to be set up after your initial one month trial period is over. The first month will be invoiced in arrears and can be paid by cheque or BACS transfer. If there is a problem with paying via standing order a different method of payment can be mutually agreed.

6

Will the care worker look after my pets?

As long as it has been included in the initial risk assessment and service delivery plan, there is no reason why we can’t help in looking after your pet. We will need to carry out a risk assessment, to ensure that it safe for our support workers to undertake the pet care.

7

Will I have the same carer every day?

If you require a low level of support such as one visit a week, then you may be allocated the same staff member for the visit. For a larger care package you will be assigned a team of support staff that fit your needs. You’ll soon get to know regular faces and many clients tell us how they really get to know their care team. You will be sent a weekly schedule listing the times and staff members are due for each visit. If your support worker is sick or on holiday then another support worker will be sent in their place.

8

I need help during the night, is this possible?

We offer care between 7am and 10pm each day. At the moment we do not offer any help throughout the night.

9

I’m worried about my medication; will my carer be able to assist?

If you wish for help to manage your medications, we will complete a medication risk assessment as part of the initial assessment visit or a review visit. This will determine what level of support you need. This information will them form part of your service delivery plan. Please note staff cannot give any medication that has been pre dispensed unless it is in a pharmacy supplied Monitored Dosage System (MDS).

10

I won’t be able to get to the door to let my carers in. What should I do?

The simplest way to solve this is to have a Keysafe fitted to the outside of your property, somewhere that is not obvious but accessible. These can be fitted privately by yourself, or as part of Cardiff Council Community Alarm scheme. Carers will then have access to the code to enable them to gain access. All staff are trained how to ensure the code is anonymised and not kept with your name and address for security reasons.

11

What will happen if a carer can’t get to me due to weather?

Every effort is made to get to all our clients who are dependent on us for their personal care, meals etc in the event of bad weather. Appropriate risk assessments will be carried out to ensure our staff are safe. We will keep you informed at all times during any bad weather.

12

How will I recognise a Haven Homecare worker?

Although we don't wear uniforms, all of our support staff carry a Haven Homecare identification badge with their photograph attached. If you are at all concerned about someone, do not give them access and ring us on the numbers supplied for clarification.

13

How do you recruit your support staff?

Prospective staff are asked to complete an application form and come for a face to face interview. Once offered a position, a minimum of 2 references are taken up and a Police check (DBS) is carried out. All of our staff complete an induction course and undertake a period of shadowing with an experienced worker. All new staff are subject to a three month trial period and receive regular supervision and training.

14

How do I fund my home care service?

There are options available for funding care and these options depend upon your need for care and support as well as personal and financial circumstances. At Haven Homecare, we are more than happy to give you free, friendly advice on your care requirements and your funding options.

15

What are your rates and how much does it cost?

At Haven Homecare we offer a high quality, value for money care service. Our service costs start from £24 per hour. Before you decide anything, we will visit you for an initial discussion to fully understand your needs. Then we will explain how everything works and outline the available options. We also provide you with a confirmed cost and discuss ways to fund the service.

16

What happens if the office is closed?

Calls out of office hours between 7am and 10pm can be made to our Emergency On Call telephone. This number will be in the Service Delivery Plan on the commencement of your care package. This means you will be able to speak to us if anything urgent arises. Our telephone number is 029 20 617009 where you can leave a message for non-urgent matters. You can also email service.coordinator@havenhomecare.org at any time. For answerphone messages and email you will receive a reply as soon as possible during office hours.