Everyone is uniquely different and has differing priorities and preferences.

Frequently Asked Questions

Once we receive your enquiry the next step is for us to meet you and to discuss your needs in more detail. It is also a good opportunity for you to ask any questions that you may have. You do not have to make a decision during the first meeting whether you would like us to provide the support to you. You can take your time to think about it and let us know of your decision later. If you, however, feel confident during that first meeting that you would like to receive the support from us then we can go ahead and carry out an assessment of your needs.  This is important so that we can find out exactly what support you need and work with you to plan how to provide this support in the best way possible. The assessment process is focused on a holistic approach and involves asking questions about you, your current situation and levels of independence, your capabilities, preferences and- most importantly of all- your goals. If you wish you can have a relative or friend, someone who knows you well, to be present at the meeting as well.

The assessment process also includes a risk assessment of your home and this is so that we can identify any potential hazards that could pose a risk to you or our support workers. We treat all information given to us in strict confidence and we will only share information with others with your permission. The assessment process usually takes up to two hours.

Once we have completed the assessment, we create your Personal Support Plan based on the information gathered, which we will ask you to check and sign prior to care starting so we know that you agree and are happy with it. Your support plan is the main document that support workers refer to in order to ensure that you receive exactly the care that you want. Your plan is not set in stone- it will evolve as you do. Together with you and your support network we will review your needs, your achievements and wishes on a regular basis, revise your plan and if you want, set new goals to aim for.
Once care starts you will receive a rota each week to let you know the exact timings of your calls and which support worker will be visiting you. We will facilitate an introduction of each support worker in your team to you so that you feel safe knowing who is coming to your home. For Your safety and to ensure that our support workers carry out their visits as planned we use an electronic monitoring system. This requires the use of a mobile phone for support workers to log in when they arrive at your home and log out before they leave. The system is used to record your care notes, any assistance with your medication and any other significant information.

We take pride in being highly responsive to any changes required and will endeavour to get these in place as quickly as possible to ensure that you are receiving the care and support that you need at all times.

Our hourly care starts at £22.70 per hour. The initial assessment is carried out by a member of our management team and is free of charge and without obligation on your part. There are no other hidden costs such as travel costs, etc. For our full price list please contact us.

Each potential support worker undergoes a thorough interview conducted by two of our senior staff to ensure consistency and quality.

All employees are required to provide the following:

  • Proof of ID and the right to work in the UK
  • Satisfactory references from 2 professional sources, one of which must be their most recent employer
  • Certificates attained in relation to care work
  • Enhanced Disclosure Barring Service Check and Independent Safeguarding Authority Check for Vulnerable Adults.

Once satisfactory references and background checks are received each applicant will undergo a comprehensive Induction Training programme, which will include working alongside a more experienced support worker (shadowing).  Our training is continuous and covers areas such as Food Hygiene, Health & Safety, Moving and Handling and First Aid. All training that is required is completed within 12 weeks of them starting work.

For your safety our support workers are forbidden to attend your home with their partners, children, friends or pets.

We use a system called Birdie which is a free service to keep track of your care and reassure your loved ones that everything is well. It allows your support worker to add information about the care you are receiving; any medication taken, information on your wellbeing and what your support worker has done when they were with you. This information can be shared with your relatives or other healthcare professionals involved in your care such as your GP. That way, they know how your care visits are going and are reassured all is well. You can choose who you want to share it with. It is also instantly shared with your Care Manager and available for you to review to ensure that there is full transparency and constant communication about your care needs.

We have a 10-minute rule where your support worker may arrive 10min earlier or later, due to traffic or other unforeseen factors. Outside of the 10-minute rule our support workers notify us and you will always be informed as soon as we know when your support worker is running late or early or there is a change in support worker, as a result of emergencies.

If you find that you’re not happy with your support worker for whatever reason, just inform one of our management team so that we can then act upon your concerns. Our client satisfaction is very important to us.

Once your care starts, we will undertake regular reviews to ensure that we are delivering the right care for you. We seek and welcome feedback from our clients at any time and we really want to know your opinion on whether you are happy with the service you receive.

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If you would like more information about Accolade and what we can do for you or your loved one please get in touch.

We are here to listen and understand your needs in an atmosphere of respect and confidentiality.