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how we work

 

FAQs

1. What type of care do you provide?

All levels of home care support – some of our clients just need a bit of help with routine shopping or housework, whereas others require convalescent or longer term care. We also offer end of life care and specialist care to clients with dementia, MS, Parkinson’s and clients recovering from a stroke. of friendly, professional and personalised care in the home.

Lifeline Homecare provides both personal and domestic but NOT nursing home care services to clients of all ages. More information about our clients and our services

2. Can you provide care at night?

Yes, we provide sleepover and waking nights cover. All our services are available seven days a week, 52 weeks of the year.

3. Can you provide short term cover for respite/holidays?

Yes, we can provide home care from as little as half an hour a week to overnight care and respite for carers. We can also provide support for clients who wish to take a holiday or excursion. Contact us to find out more.

4. If you can help me, what do I need to next?

To discuss your requirements or find out more about our services and how they could benefit you, a member of your family or a friend please contact us.

We will be happy to arrange for someone to visit and carry out a free initial assessment. We will also help you put together a care plan to meet your needs and then select appropriately trained care staff.

If you are a social services client you may be eligible for a direct payment or personal budget. If you would like further information on this please feel free to speak to anyone in our office or your social worker.

5. Can I change or cancel my care if I need to?

Yes - we do request 24 hours notice to cancel a service. For self funding clients we require one month’s notice for contract cancellation.

6. How do I pay my bill?

This will depend upon the way in which the care is funded. Lifeline Homecare clients can be funded privately, through direct payments or personalised budgets, or by social services. Visit our helping hands page to find out more or contact us.

Our invoices are raised at the end of every calendar month. Private clients receive a detailed breakdown of our home visits, showing hours worked and rates charged. Payment is due within 7 days of receipt of invoice and can be made by cash, cheque, BACS or direct debit.

We will also invoice social services clients for any assessed contribution. The weekly amount of contribution will be stated on the invoice.

7. What area do you cover?

We have offices in Westbury, Wiltshire to cover our Frome and West Wiltshire clients, and offices in Glastonbury to cover our other Somerset and Bath and North East Somerset clients. Visit About us to see a map of the area we cover.

8. Will I get regular carers?

We endeavour to always send the same carer or group of carers as nominated at the outset of a booking. In the event of holidays, sickness and other reasons beyond our control we do undertake to inform the client every time a usual carer cannot fulfil a booking.

We undertake to change a carer as quickly as possible, where the client or carer has requested a change because of an unsatisfactory relationship between them

9. Can I book a carer to accompany me to appointments?

Yes, we can arrange for someone to accompany visits to the GP, dentist, optician, hairdresser etc – visit our Lifeline Extra page or contact us to find out more.

10. Do your staff have criminal record checks?

Yes all of our staff are CRB checked.

11. What training do your staff have?

Lifeline’s care staff possess a range of experience in providing homecare to all our services user groups. Irrespective of experience, all staff undergo a six week induction program including a range of classroom teaching, shadowing in the field and supervisions with team leaders.

After induction and a probationary period, staff undertake a training needs analysis, which is incorporated into their training and development plan.

A number of staff already have NVQ2/3 in care, and all staff are encouraged to start NVQ 2 in care within six months of starting with us. All staff receive an annual appraisal of their overall standard of performance, training and development needs.

12. What are your terms and conditions?

We provide an information pack to all new clients, containing more detailed information on our services and how they are provided. If you would like to see a copy of our terms and conditions, please contact us.

You can contact us by telephone or by email:
Telephone

01373 823105 or 01458 832692

Email

Click here to email us directly

Lifeline Homecare is always looking for committed, high-quality staff.

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Homecare leaflet

Lifeline Homecare's new leaflet can be downloaded and printed out for your convenience.

Download here >>

Some frequently asked questions that we get from people about our homecare services.

Your questions answered >>