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Frequently Asked Questions

The following questions may help you select a suitable service.  You may want to choose two or three that are particularly important to you. We at Caremark Liverpool have put our answers as a guide for you however, if you have any further question or would like more information, please give us a call on 0151 345 0520.

What questions should I ask a homecare agency?

Q - How will you and your staff respect my privacy and dignity?
A - Caremark (Liverpool) will enable you to be as independent as possible and respect your privacy and dignity.
     Caremark (Liverpool) place the utmost importance on the privacy and dignity of our clients:
  1. Privacy is freedom from intrusion
  2. Dignity is the feeling of being treated with respect

Q - Have you cared for someone with similar needs to mine?
A - Caremark (Liverpool) care and support people with a range of needs; we are very flexible, and we can send a carer to someone for only an hour a week, or for several hours a day.  Caremark (Liverpool) also provide live-in carers.

Q - How will you match the most suitable care worker for my needs?
A - Caremark (Liverpool) are sensitive and responsive to age, culture, disability, gender, sexuality, race and religion of all clients and care workers.  We will base matching clients and care workers on the preferences discussed at the initial assessment and our knowledge of likes and dislikes, including personalities and having common interests.

Q - Is your organisation a member of UKHCA, committed to complying with the UKHCA Code of Practice?
A - Caremark (Liverpool) is a member of the United Kingdom Homecare Association (UKHCA) and are committed to UKHCA’s mission; and abide by the principles and values.  We help to deliver the mission by providing high quality, sustainable homecare.

Q - Are you required to register with a statutory regulator and if so, are you currently registered?
A - Caremark (Liverpool) is regulated by the Care Quality Commission and compliant with all outcomes within The Health and Social Care Act 2008. See CQC Profile

Q - Is your organisation insured to protect my safety and interests?
A - Yes, Caremark (Liverpool) is fully insured to protect your safety and wellbeing

Q - Do you interview all your care workers before offering them work?
A - All care workers are interviewed by senior management prior to employment, and our recruitment process is values based.  This is an approach which attracts and recruits care workers on the basis that their individual values and behaviours align with the values of Caremark (Liverpool).

Q - Do you obtain at least two written references from your care workers previous employers?
A - Yes, all care workers are required to obtain a minimum of two written references.

Q - Do all care workers undergo a criminal record disclosure from the Disclosure and Barring Service?
A - Yes, all care workers are required to undergo an enhanced DBS check.

Q - What sort of training do your care workers receive before they start work and during their employment?
A - Caremark (Liverpool) provide all staff with a comprehensive blended learning programme of induction and practical training, and ongoing development throughout the duration of employment.  Some staff undergo specialist training depending upon the care they are asked to provide.

Q - What proportion of your care workers and managers have obtained a recognised qualification in health and social care or management?
A - All care workers are given the opportunity to enrol and obtain Health and Social Care Diploma qualifications after the initial 12-week induction period.  We have staff with a range of levels; from Level 2 to Level 5.

Q - If my care is not provided by a local council, do you have a standard contract that I can read before signing?
A - Yes, all contracts are provided on an individual basis to the client, or their representative.

Q - Can I contact your agency during the day, outside office hours and in an emergency?
A - Caremark (Liverpool) operate an ‘out of hours’ management service where clients can speak to, or request a call back from, a friendly and experienced manager 365 days a year, should an emergency arise.  The details of this service will be placed in the front of the Home File.

Q - What happens if my regular care worker is sick or on holiday?
A - Caremark (Liverpool) will endeavour to match a qualified care worker to ensure minimal disruption in the event of any care worker being absent or sick.

Q - What charges, if any, will I be expected to pay?
A - All fees are discussed from the outset and a fee guide is part of your Contract and the Service User Guide.  No additional fees or price increase will be charged without the consent of the client (i.e. Mileage.)

Q - What payment methods are available (cheque, direct debit etc)?
A - Caremark (Liverpool) accept standing orders, other methods can be discussed if required.

Q - Is there a minimum charge if I only need a small amount of care?
A - There is no minimum charge; you pay for the care and support received.  Our minimum visit time is 30 mins.

Q - Are there any hidden extras in the prices you quote? (Prices normally include National Insurance contributions, travel expenses and any VAT payable.)
A - No, no hidden extras other than what is clearly published within the contract and discussed at the initial assessment.

We would love to discuss your individual home care requirements, be it by meeting, by email or over the telephone at a time that is convenient to you. If you would like to discuss this with one of the team, please get in touch on 0151 345 0520. Alternatively you can send us an email to Liverpool@caremark.co.uk

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