Question 1

How can you support my loved one’s needs?

Accepted Answer

It is important here to learn here how the provider approaches assessment and understanding of a person’s care needs. Most good providers will undertake a comprehensive assessment of your loved ones needs, and with the input from you will create a tailored care plan driven by these needs, taking into account not just their health needs, but how to support their overall wellbeing to ensure a better quality of life. Clearly, you will need to understand here how they support any condition your loved one may be living with, like dementia or Parkinson’s. If this an important aspect of your requirement, ask them how they train their carers in these conditions. Anyone supporting a person living with these conditions should receive relevant training and have experience of supporting them.

Question 2

Are your carers employed by you directly or do you use agency carers?

Accepted Answer

Carers who are employed by the provider are offered management, supervision and support which in turn leads to better quality care being delivered. Employed carers are generally valued more by their employer, which means they stay for longer allowing for improved levels of continuity of care to your loved one. The provider will also be regulated and inspected by The Care Quality Commission to ensure a high standard of care is provided. If you are introduced to a carer through an introduction agency, they are self-employed and the agency will not be able to direct, supervise or guide the care you receive, and they will not be regulated. That will be down to you to do as you effectively become the ‘employer’. Understanding your liability here is very important.

Question 3

How do you recruit your carers?

Accepted Answer

It is sensible here to understand what their process is for recruiting carers. Good quality providers will ensure a stringent and rigorous process to ensure carers not only have the skills and experience to provide the care you require, but have the right aptitude and judgement to deliver care in what can be a very demanding role, as well as the right values to provide compassionate care.

Question 4

What training and qualifications will they have?

Accepted Answer

Training is essential for any carer providing elderly care at home. A company who offers a training programme covering a variety of topics related to elderly care prior to a carer being able to be placed with a client is what is recommended. Regulated providers will also ensure their carers have their care certificate and some carers recruited will have sector relevant qualifications. A solid training programme will cover a range of subjects and will be developed to an industry standard with input from experts in the field of health and care. Also check what on-going training is provided to their carers – a high quality provider will ensure carers never stop learning new skills.

Question 5

How is the service you provide managed?

Accepted Answer

A fully managed service means you have support. Carers are typically supported by a management structure; a regional manager, a local dedicated care manager and someone who co-ordinates the service. This structure ensures you have a ‘go-to person’ if an issue needs to be resolved. Good providers will ensure you meet these team members at the beginning of the service and have regular meetings to review progress, providing much comfort and reassurance for families. Some will have a 24/7 contact centre, so you know that you can call any time of the day or night to get help and support.The care manager allocated to you will get to deeply understand you and your loved one’s needs and support the carer to really make a difference. Having a managed service also means that there is immediate cover should your carer feel unwell, which means you won’t be left without care for your loved one.

Question 6

What happens if my loved one’s needs change or their condition deteriorates?

Accepted Answer

It is good at this stage to get an understanding of what conditions they support. Whilst you may not need specialist dementia care, or support for someone who has had a stroke at this stage it is beneficial to have an understanding as to what is offered and their approach to delivering this type of specialist care. Do they have medical experts who can support clinical needs? Good providers will have in-house clinical experts who provide leadership and development of the service provided. Ask them if they use any monitoring technology that enable them to respond to changing needs and conditions that prevent emergencies and potential hospital admissions. Also consider whether a provider is able to offer high quality care until the end of life. Whilst you may not want to consider that now, it is prudent to ensure your loved one won’t need to move into a residential setting should their situation change.

Question 7

What support and advice can you offer families?

Accepted Answer

In addition to a fully managed service structure, many good providers offer other additional support for families, both practical and emotional. Good providers will also be able to offer support from in house experts – nurses and occupational therapists, providing families with specific guidance, advice and support. Some will offer information events for families providing an opportunity to meet other families in similar situations so you can share experiences and get much-needed advice and guidance. Ask if they have any links to charities and other specialist groups.

Question 8

What happens if something goes wrong?

Accepted Answer

When talking to providers it is important to understand how problems are handled if they arise. If it is a fully managed service, they should have a care manager who is your first point of contact, but what is their approach to addressing concerns. Ensure they have a process for escalating any problems that may arise. You will get a good understanding by asking this question as to their level of care and compassion. Be sure to understand whether they are a regulated provider or not. There will be a difference in price, and the choice you make depends on whether you want to have a fully managed service with peace of mind, or whether you want to control and direct the carers yourself.

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