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Question Time

About the carers

Will my relative have a regular carer?

Yes we assign regular carer (s) for continuity of care.

What will happen if my relative’s regular carer is off sick?

We will cover the care visit with other care staff.

What sort of training do the carers receive? Do they have an induction period? How often is their training updated?

All care staff under take company induction and then under take shadowing care visits, to develop care skills and knowledge with trained care staff. ​All care staff are provided with extensive in house training covering all mandatory and special training.  All training is reviewed yearly or three yearly, or as identified earlier. ​Dementia awareness, Basic first aid, Fire safety, Effective communication, ​Infection control, Safe guarding, Health and safety, to name but a few.

What qualifications do they have?

​All care staff will complete mandatory training and then work towards NVQ level 2 in Health and Social care.

Will carers keep written records of the care that has been given?

All care staff will record in the service users diary record sheets essential information on completing every care visit.

About your relative’s needs

How will you match the most suitable carer to my relative’s needs?

Following the person centred assessment, the assessor will be able to establish the most suitable carers for the service users needs.

Will you be able to find carer(s) that can visit at the time my relative needs care?

We aim to provide a service call visit at a time that suits your needs.

What happens if a carer and my relative are incompatible? Could a different carer be requested?

We aim to be flexible in meeting your needs, and if a change of care staff is requested we will change as requested.

What happens in the event of a medical emergency? Will the agency carer stay with my relative until help comes?

We will work with the service user and support their medical needs accordingly by contacting the G.P or ambulance service and notify next of kin also. The care staff will stay until other health professionals or family and friends don’t arrive.

​How will carers get into your relative’s home if he/she cannot answer the door? How will that information be kept secure?

We recommend the use of an external key safe to be used, ​All care staff are briefed on confidentiality and data protection  importance.

About the agency

What are your hourly charges? Are there any minimum charges (such as a minimum number of hours per week)?

We have an hourly rate and half hourly rate, contact us to get the up to date rates. We can do a minimum of one hour a week to, to a 24 hour care package.

What happens on weekends and bank holidays? Is care provided?

We provide care service as a planned service, and offer our service 365 days of the year both day and night.

How is payment required – by cheque, direct debit or some other way? How often is payment required? Monthly or weekly?

We invoice monthly, but can also do weekly if this is easier, and we accept cash and cheques and direct debits. We only accept pound sterling.

​What insurance do you have to protect my relative, for example, in the case of damage to property, the carer making a mistake, or the carer having an accident in my relative’s home?

​We have extensive that is a bespoke insurance policy for the care agency, covering public liabilities and employee liabilities.

How do you ensure quality of care is maintained? What are your quality assurance policies and procedures?

We carry out planned and un planned spot checks on care visits, we also carry out regular service user reviews.

​Who should we contact if we have problems with a carer or the service provided?

​You can contact the registered manager to express your concerns.

Does the agency have procedures in place to:

​protect my relative from accidents, neglect or self-harm?

​A risk assessment is completed prior to start of service, and reviewed regularly, to ensure the service is provided safely. And all vital information is in the care plan to guide the care staff on risks and concerns etc.

​cover the way staff handle my relative’s money if the carer shops or pays bills?

​All money transactions are recorded and signed by both the care staff and service users and receipts and details logged in the transaction log.

instruct staff not to borrow or lend money, not to accept gifts and not take children or pets into my relative’s house without permission?

​The company has a no borrowing policy, and not to visit service users home with pets and friends.

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Testimonial

Carers are fabulous with excellent work ethics. Great company by Salma H (Daught

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Get in touch…

Life-line Care 4 U ltd

t:01282 270 269

e:info@life-linecare4u.co.uk

a:Noor Centre 7-9 Carr Road Nelson BB9 7JS.

Life-Line Care 4 U Ltd Company Number: 09064018 - CQC Provider ID: 1-1537613760

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