Starting Care
Do I have to have an assessment before care can start?
We assess every new client, to ensure that we have all the required information to offer the right care package specifically for your needs and so that we provide care safely.
The assessment is also an opportunity for you to ask questions, so that you can fully understand what your needs are and to ask for any preferences that you have.
Read about creating a care plan.Can I involve people who are not direct family relatives or next of kin in the arranging care process?
Yes, you can have whoever you wish present during the care assessment.I need to arrange care quickly so my relative can be released from hospital, can you help?
Hospitals and social workers often will not allow a patient to return home unless a care package is in place and we have experience in dealing with these situations to make it as easy as possible for you.
In these circumstances, we can arrange a care package quickly, often for the next day, if we have a carer available.
We can visit your relative in the hospital to arrange their care package in accordance with their needs and preferences, and we will liaise with the hospital social workers to arrange discharge.What is the minimum level of service that you can offer?
We can offer a home care service starting from just a one hour a week, to suit your needs.
See our home care services here.What is the maximum level of care you can offer?
Our fully trained carers can offer a twenty-four hour a day live-in care service, to meet any specialist needs, such as Alzheimer’s, Parkinson’s, motor neurone disease, multiple sclerosis, dementia, stroke and end of life care.
See our specialist home care services here.What makes Radfield different, why should I use you?
The founders of Radfield, Hannah and Alex, were raised in a residential care home and understand the care industry better than anyone. Hannah is a qualified GP and has a lifetime’s experience of caring for the elderly.
Radfield carers are trained rigorously at all levels of practical care but where we excel is our approach of warmth, dignity and respect that encompasses the Radfield family culture. Read about why you should choose Radfield as your home care service here.
We are also the first UK healthcare business to have achieved B Corp status, reflecting our service and values. You can read about what that means here.You are registered with the Care Quality Commission (CQC), why is that important?
CQC is the governing body that regulates care services in England. They ensure that care services are complying with the many regulations that they set out in terms of how carers are recruited safely and how care for vulnerable clients is managed effectively.
This means that a CQC Registered home care agency will have met these regulations and must have insurance in place to offer you more protection and greater level of service than hiring a self-employed independent carer or an online matching service.
A CQC registered home care agency provides you with a managed service – this means that you have a qualified Care Manager who is approved and registered by CQC to oversee the care that you receive. This is especially important for when care involves medication management, moving and handling people, catheter care, specialist conditions and dementia care.
A managed service will also be responsible for ensuring all of its carers have thorough, up to date training, that their work is regularly monitored and that all staff have regular reviews and supervisions.
It also ensures that client care is reviewed regularly, that there is a person who takes responsibility for any issues that arise and will endeavour to resolve them promptly.
Our care service
How often can I change my care package?
You can make any changes that you require at any time.
Small changes and adjustments to your care are constantly monitored to ensure that you always receive the right care package for you.
Our focus is that you are always feeling well looked after and that your needs are being met. We pride ourselves on the speed of responding both to issues and to feedback that requires changes.How do I pay for the care service?
Most clients choose to pay directly to our bank account using your internet or phone banking. Our bank details are on the invoice. You can also pay by cheque.Can I get help with funding for my home care?
You will need to make contact with your local social services department and they will be able to tell you if you are eligible for local authority funding.
Our Care Funding page explains applying for funding in more detail.What is a direct payment?
A direct payment is a cash payment made directly to you from your local authority, so you can choose your own care provider, rather than having it delivered to you by their contractor.
Direct payments for people who need social care support, have been around for over 20 years. However, the freedom to choose your own care provider was introduced by the Government in the Care Act 2014.
The direct payment must be used to purchase services that meet your care needs. You will be required to keep a record of how you spend your direct payment which your local authority will want to see, usually once a quarter. A direct payment cannot be used to purchase residential care or other services provided directly by a local authority.How do I get direct payment funding?
To request a direct payment you will need to contact your local social services department who will arrange a community care assessment and check your eligibility to receive a direct payment.
Once you have been assessed, there is no time limit for you to decide whether to have a direct payment or not. But if you do decide you would like a direct payment, your social worker will refer you to a direct payment support service.Will I have to pay any of my own money towards my care?
You may be required to make a contribution towards the cost of your care, just as you may already be paying towards services provided by your local authority. This will be based on the decision you make as to which care provider you choose to use.
All of the care providers in your locality will be listed and you may well need to contact them directly to arrange an assessment.
Any contribution you do make is based on your ability to pay. If your care package is dependent on you making a personal contribution, it is very important that you make arrangements to make this payment.How will social services pay me the money?
You will need to open a separate bank account for your direct payment. Once the payments have been agreed for your care, the local authority will pay the agreed amount every four weeks into your direct payment bank account.
It is usually slightly higher than the amount you need to pay out as this creates a small 'reserve' which should be left in the account. You are then responsible to pay your chosen care provider for the services they provide.I see that you use a software system - how does this work?
We use the latest technology solution that enables any changes to a clients care or medication to be immediately relayed to our carers so that they can be enacted immediately. The system also enables medication records and care notes to be immediately relayed to the office so that we can understand in great detail what is happening with each client in almost real time. This also means that if a carer is running late then the office or on call team will be alerted and can ensure that measures are put in place to ensure our clients safety. The system allows family members and health care professionals to log in free of charge via an app when in the client's home and view the care notes and medication records (with the client's consent of course). For family members living further afield or even abroad, for a small monthly fee they can log in to view the care records at any time and from anywhere. More information about the PASS system is available here.Can I cancel at any time if I don’t want to continue?
You can cancel your care package at any time by providing two week’s notice in writing to your local care manager.
Our carers
What can and what can’t a carer do?
For a full list of duties please read this page, The Carer’s role.What training do your carers have, are they able to administer medication?
All of our carers have full training for administering medication, catheter care and infection control.
Medication can only be administered from a fully labelled container that has been prescribed to the client. Carers are not allowed to give medication out of a dosset or any other unlabelled box.
Carers cannot give injections.
Carers can empty and change catheter bags but cannot change an indwelling catheter.
For a full list of duties please read this page, The Carer’s role.Are your carers able to use moving and handling equipment?
All Radfield carers are fully trained for moving and handling which allows them to use equipment such as hoists, stand aids, wheelchairs and bath lifts to assist our clients to move around their home.
For a full list of duties please read this page, The Carer’s role.Will I have the same carer each time?
We prefer that you get to know and build trust with more than one carer, so that you always have both consistency and a carer which you are comfortable with. For example, if a carer is on holiday or unable to work because of illness.
If you have several care visits a day, then you will have more than one carer for different times.
The relationship you build with your carers is important, so we try to ensure that you always maintain consistency with the same small team of carers but we do have changes in our care staff from time to time. We can arrange for any new carers to be introduced to you and you can discuss with us if you have any issues with a carer.What if I don’t like my carer?
We understand that some personalities get along better than others and that inviting someone new into your life and home can take a little getting used to.
From our experience, we know that it can take several visits to become comfortable with your carer and ask that you try a few visits, as a positive relationship usually develops.
All of our carers are selected not only on their practical skills but also on their personality fit with our family culture, so very rarely have we had to change a carer because of differences.
If you do have any issues, our care managers are always on hand to listen and respond to your needs.What happens if my usual carer is off sick or on holiday?
We prefer that you get to know and build trust with more than one carer, so that you always have both consistency and a carer you are comfortable with, and so that you are not affected by a carer being on holiday or unable to work because of illness.Is the carer’s travel time taken out of my visit time?
No. Your carer spends the full amount of time with you that you pay for. Their travelling time is not taken out of your care visit.How do I know that my carer will do all the tasks they are supposed to?
We create and agree with you a care plan that is specific to your needs. A copy of this plan is always available in your home so that you know the tasks which your carer should be doing at any time. Carers complete notes and medication records from each visit into the software system that we use - this also allows family members to view the care plan and all care notes and medication records from anywhere in the world.
All of our carers are carefully selected and trained, and before hiring we ask: would we trust them to look after our own parents?
Carers are regularly supervised by our skilled team of supervisors to ensure that their work is always to the highest standard but if you have any issues, you can contact your local care manager at any time.What insurance do you have for your carer if something goes wrong?
We are fully insured in the event of something going wrong when care is being provided.
You do need to make sure that your home insurance policy covers workers visiting your home. This is to cover anything in your home that could cause an injury; for example, a worn carpet on the stairs which creates a trip hazard.
