Frequently Asked Questions

Yes. Every CareGiver is employed directly by Right at Home. To help ensure the safety and wellbeing of our Clients, we perform a criminal history background clearance and then cover each CareGiver with general liability of £10million and workers’ compensation insurance.

Our goal is to establish a long-term relationship with your loved one. Should your family want to request another CareGiver for any reason, we’ll search for a match until your family is happy.

We understand that a strong rapport and trust with a CareGiver is vital to a successful home care experience.

If your loved one receives care for many hours in a day or at different times of the day throughout the week, it may be necessary to schedule more than one CareGiver in a given week.

If your family requires multiple CareGivers, our goal is the same: we want you to be satisfied and happy. We’ll do what it takes to make sure we achieve that goal.

Right at Home East Staffs train all our CareGivers in medication management.

It is always our preference to promote independence and to encourage the individual to manage their own medication.  

This might require reminders or prompts from the CareGiver to ensure they remember.  In fact, medication reminders are one of our most requested services. 

For those who are unable to manage their own medication, we have a digital Medication Management System which records the dosage, dates and times that medication is due, and more importantly, actually delivered.

We can report any side effects and assist with pre-measured medication packages and can liaise with pharmacies to ensure that repeat medication requests are delivered on schedule.

It is important that any care professional who is responsible for the safe delivery of medication is trained and that there are regular audits and checks to ensure that it is delivered correctly.

Yes. We encourage your involvement in the decision-making process.

And with our proprietary screening and selection system, you can rest assured that we do our best to take the guesswork out of matching the right CareGiver to you and your family.

However, you must be satisfied. We’ll never send a CareGiver who doesn’t meet your needs, and we’ll always accommodate any requests you may have for a change in CareGivers.

You can change the number or type of service we provide your loved one whenever it’s necessary.

We understand the care situation can quickly change, so we’re as flexible as possible with your loved one’s care.

Plus, you’re never bound to a long-term contract, so you can discontinue your relationship with Right at Home at your discretion.

All changes are subject to CareGiver availability and abiding by the terms and conditions within your care provision contract.

A weekly schedule of planned visits is emailed (or posted if required) to each Client.

These schedules are also held in live-time on the Client online portal were any changes can be noted.

CareGivers use a unique QR code to log-in to the Clients house at the start of each visit.  This is date and time stamped and is auditable by the Client/Family and the office support team.

During the care call, the CareGiver app lists the key activities and duties to complete during that call.  Once completed, the CareGiver ticks them off in the app.

Additional duties and activities can be loaded onto each care visit at the request of the Client/Family.

At the end of the scheduled care visit, the CareGiver will write up their notes from the call.  This can detail additional activities and the wellbeing of the individual on the day.

The CareGiver will then use the QR code to sign out of the call.

If a CareGiver does not sign-in to a care call, or fail to complete tasks, an alert is created for the office support team to follow up.

Our online Client portal and app is made available free of charge to all of our Clients and family members allowing them unrestricted 24/7 monitoring of the care calls.

Also, our itemised invoices are always sent after services are completed. This lets you ask any questions about time or date of care, and it allows us to make any schedule adjustments before payment is due.

No. You choose the services you want, when to start those services and how often those services are used.

If you request assistance with billing a private insurance policy (such as long-term care insurance) for our services, we’re happy to help with the entire “benefits coordination” process.

This includes providing any documentation you need for reimbursement by an insurance carrier.

Every family we serve receives a Personal Care Plan specific to their needs and budget. Several factors help determine the exact cost:

• Number of hours of care per week
• Level of homecare services received (non-medical, personal care, etc.)
• Area of the country where services are provided

Our services are typically billed on an hourly basis. To discuss the exact rates for the services you may need, contact our office. We’ll set up an in-home consultation to begin discussing a Personal Care Plan and the rates for each service on your plan.

We always provide a written rate sheet prior to initiating services. Rates will never be increased without at least thirty days’ notice.

There is no straightforward answer to this question, although we are happy to help you find out. Social Services will pay for certain things depending on the level of your need, coupled with an analysis of your financial circumstances. In addition, we are happy to work with other methods that your local Social Services department might use, such as Direct Payments or a Personalised Budget. Please call our office and we will gladly assist you with your funding options.

No. You (or an authorised representative) are only invoiced after the completion of services.

Usually, this happens weekly. You never have to pay CareGivers directly. And you’ll never be asked to pay an additional fee to any employee.

Your information is never sold to a third party under any circumstances.

In fact, only the office personnel and CareGivers who are directly involved in your services will have access to information related to the care of your loved one.

Contact our friendly team. We’ll arrange a time to visit you, your family and/or any authorised representative to fully discuss your particular situation and how Right at Home might help.

Together, we’ll go over the care your family needs and the care we provide. We’ll answer all of your questions regarding services and costs.

Then, we’ll begin putting together your Personal Care Plan and matching your loved one with the right CareGiver.

We pride ourselves on being able to respond to urgent care needs with speed, but without compromising on standards.