FAQ

The first stage is to contact our office. We will take a few details from you to ensure that we can provide the service you are looking for.  We will typically ask you about the care you are looking for, which area you live in and if you have any idea of the type of service you are looking for, including when you would ideally like to have your calls, how many calls you would like and when you are looking to start.  Collecting this information on the phone allows us to plan how we can meet your needs, how much time we have to plan your assessment visit and if for any reason we cannot meet your needs, give you some advice about where to go next.
Once we have collected your information, we will then arrange to come out and meet with you either on your own or with any family members or friends, you would like to include, at a mutually agreed time to complete an assessment visit which will be totally free of charge.  Once our assessment visit is completed we can then plan a start date with you.

Well in an ideal world we would like as much notice as possible to properly plan your care, but we also understand that sometimes you can find yourself in an emergency situation where you need to move quickly.  If you need to move quickly the best thing to do is to telephone us and we try to work with you to plan how best we can help.

You can cancel your care by contacting our office – we would just request a minimum 24-hour notice to cancel any planned calls so that our rotas can be rearranged.

We can set our system up to invoice your weekly, every 2 weeks or monthly – we will discuss this with you at the time of assessment.  Our invoices can be sent or emailed to you and then we request payment by bank transfer, cheque, standing order or direct debit.

All of our carers are trained to care for you.  They all begin with induction training, covering the main standard in the Skills for Care, Care Certificate (www.skillsforcare.org.uk/Learning-development/inducting-staff/care-certificate/Care-Certificate).  Following this training, our carers will continue to update their knowledge with regular meetings, training updates and supervision.  Many of our staff have NVQ 2 and 3 Qualifications in Health and Social Care.

We will do our very best to ensure you have continuity of care on each call, if you only have 2 or 3 calls a week we can provide the same carers, however please remember if you do have a call several times a day or every day, your carers will need to have time off and therefore we will need to provide your service with a little team of carers who can cover the times when your main carer(s) are not available.  We can discuss your specific plan at the time of our assessment meeting.

Just give us a call and we will do our best to make the changes asap.

We are registered by CQC who regularly inspect our services. We are also inspected by the London Borough of Bromley and are a Member of the United Kingdom Home Care Association (UKHCA) – all of these organisations require that we work within certain regulated guidelines and standards.  Jenny is also registered with the Nursing and Midwifery Council and as such is required to work to their professional standards.  We work closely and engage with The London Borough of Bromley Social Services (LBB), Bromley Continuing Care Group (CCG) and Skills for Care local networking group. All members of Kentish who visit clients, including cares and office staff have Enhanced Disclosure & Barring Clearances (DBS).