Yes, all ECL staff are properly trained. They undergo induction training (which includes manual handling, first aid, health and safety and dementia awareness), and are assessed for competence before taking on their role
How would you plan and provide care for my specific needs?
All service users will undergo a complete initial assessment which includes physical, social and mental health. A specific care plan with your participation and any nominated member of your family`s involvement will be created. Your care plans are written with you or your representative`s agreement. Then the carer who suits your needs will be allocated.
How would I know the caller is from your agency?
All information relevant to you about your carer will be issued prior to their first visit, which will include the carer’s ID along with your handbook. The carer will be wearing a company uniform, displaying a clearly marked name Expectation Care Limited (ECL) badge. They will also carry an ECL identity badge with their name, title and photograph. For further verification, you can also call the office first.
How would you make sure I’m safe and protected?
All care staff undergo an effective recruitment process:
DBS (criminal record check).
Check against the protection of vulnerable adult list (if one’s name is on this list then they are barred from working with adults)
Employment history check
2 satisfactory references
How do you ensure my privacy is maintained?
As a registered company, we are bound by the data protection regulation which means all your private information are kept under lock and key and all aspects of your care are kept private and confidential at all times except where required by law.
What about the consistency of my care?
We will try our level best to allocate a regular carer to maintain consistency of care and hopefully a carer that you will feel comfortable with. If there are any changes, we will inform you first. We may alternate between 2-3 carers to familiarize you with more than one of our carers, making altering easier.
What if I’m unhappy with the care I receive or carer what should I do?
We hope you will be happy with your care or carer but at any stage you feel unhappy with the care received or with the carer, please contact the office immediately with your concern and prompt action (including investigation) will be taken. We will do everything possible to resolve the issue that makes you unhappy. We welcome every comment and feedback, this is a crucial part in improving our overall service.
Will I be tied in to a long-term contract or short term?
This depends on your requirements, if you require a long-term contract, where you are no longer able to perform many every day activities on your own we will offer you a long-term contract still ensuring your independence. If you only require a short-term contract, we will offer you a short-term contract and again ensuring your independence. But you are free to terminate your contract with a week’s notice at any time.
What if my carer is not available and you are not able to cover the care?
We will try our best to cover every care needed, but in a situation where we are not able to cover the care for any justifiable reason, we will immediately contact you and if agreed sort a third-party carer to provide your care.
Is your agency insured?
Yes, we are insured against public liability, our certificate can be viewed upon request.
What is the cost and how do I pay for my care?
The amount you will pay towards care will depend on your care needs and carers required. Many service users receive help with their funding through the NHS or social services (i.e. local council).
If you need more information about funding, please contact your local council.
If you need more information about payment, please contact our office and a payment plan can be agreed.
Do you provide End of Life service?
Yes, we have well-trained and qualified staff to provide EOL service.