What happens next

How care starts

The hardest part is usually the first phone call, because nobody tells you what happens afterwards. Here is exactly what happens.

You call us
Same day
Tell us what is going on. We will say honestly whether we can help, and if we cannot, we will point you somewhere that can.
We visit and assess
Within 2 to 3 working days
Our Registered Manager visits at home to understand what is needed, what the risks are, and what the person actually wants.
We agree a care plan
Within 2 working days of the visit
We write the plan with you, not for you. It sets out the visits, the times, the tasks and the costs, and you keep a copy.
We match your carers
Before care starts
We introduce the small team who will be visiting, so the first day is not a stranger at the door.
Care starts, and we review it
First review within 6 weeks
We check in during the first week, then review formally. If something is not working, we change it.

Common questions

Things people ask us first

Do I have to decide anything on the first call?: No. The first call is us understanding what is going on. Nothing is agreed until you have the care plan in writing.
Who comes to the assessment?: Our Registered Manager, who is a registered nurse. Bring whoever you want with you — family, a neighbour, a social worker.
Can care start quickly?: Often yes, particularly for hospital discharge. We will only say yes if we have the staff to do it safely — we would rather be honest than let you down in week two.
What if it is not working?: Tell us. We review formally within six weeks, but you do not have to wait for a review to change something.
Is the council paying, or am I?: Either. If you have had a council assessment we can work with that. If you are paying yourself, we will set out the hourly cost in writing before you commit.

You do not need to have it all worked out. Just tell us what is happening.