Frequently Asked Questions

How do I arrange home care for myself, my next of kin or relative?

We are always available to discuss your requirements and introduce you to our services. Typically, our initial phone conversation is followed up with a free, no obligation assessment in your home. We would encourage you to include your next of kin or close relatives at this stage, as they may have questions of their own. Ultimately, we will recommend a care package tailored just for you, ranging from a few hours per week, to full live-in care and all options in between.

Are you registered to provide home care and services?

Yes. We have been approved by the Care Quality Commission (CQC), the regulating body for the home care sector. We are also full members of the United Kingdom Home Care Association (UKHCA). If you have any questions about our credentials or status, please let us know and we would be glad to put your mind at rest.

What safeguards are in place to protect me?

All employees, whether caregivers or supporting staff, have undergone a DBS (Disclosure and barring service) check and rigorous vetting process before starting work. CareGivers will always wear a uniform and carry a personalised identification card (featuring their name, photograph and signature). We are also registered with the CQC (Care Quality Commission) and are full members of the United Kingdom Home Care Association (UKHCA). Both these bodies have standards that we must operate within. We also carry personal and public liability insurance.

How are your caregivers trained?

All CareGivers are required to attend a thorough Kingsway Care induction programme. Our CareGivers are trained to offer the highest standards, as set out by the Care Quality Commission (CQC). In addition, CareGivers are provided with regular training and support to ensure that they are kept up to date with the latest legislation, techniques and so on. Additional training and support is also provided to better match CareGivers with clients.

How can I be sure that my CareGiver will carry out the agreed tasks on every visit?

Together, we will agree on a care package that exactly matches your requests and requirements. After each visit, the CareGiver will record all activities in the care record. You will also be asked to record your satisfaction when signing the weekly timesheet, which is returned for checking. In addition, we would always welcome feedback from yourself, your next of kin or relatives.

We also use a secure, digital care management system to plan, manage and enhance care delivery and staff communication. Proven to help CareGivers, our easy-to-use mobile app and desktop software provides real-time information to clients and their next of kin. Use of technology also helps us reduce admin, avoid errors, and free up more time to deliver outstanding care. We would be pleased to demonstrate our system for you.

Will I be matched with the same CareGiver on every visit?

Continuity is incredibly important. With that in mind, we will always attempt to keep the number of CareGivers to an absolute minimum. Depending on the number of visits you have each week, we typically nominate a primary CareGiver and a secondary CareGiver. Both will get to know you and your individual requirements. If you have any concerns or particular requests, we would welcome the opportunity to discuss them with you at any time.

Can I make changes to my care package?

Yes. It is very common for our clients to need to change and we are always supportive in reviewing your care plans to ensure that they meet your current requirements. If appropriate, we would always welcome hearing from your next of kin or relatives if they have any suggestions which may help.

How do I pay for my care?

We have a range of payment options. Typically we send invoices every two weeks and you can choose to make payments via card (over the phone), standing order or cheque. Please let us know if you would like to discuss this topic in more detail.

How much does your home care and services cost?

Ultimately you will decide what care package matches your own requirements and budget. You are in full control at all times. Charges are made per hour and our invoices will provide a full breakdown of costs. Some people will be entitled to assistance with the cost of their care via government programmes and we can discuss this during our free consultation meeting.  

What happens if I need support when your office is closed?

Our office is open between 9am to 5pm, Monday to Friday. However, we also operate an out of hours emergency service between 7am and 10pm so that we are available whenever you need us.