Questions families ask us

Getting started

How do I start?

Send a short care assessment request. We'll contact you by phone, WhatsApp or email at the time you choose, talk the situation through and, if home care looks right, arrange an assessment. How care works explains each step.

Does sending a request commit me to anything?

No. A request asks us to contact you. Nothing is booked or charged until you have seen a care plan and quote and agreed to them.

What information do you need from me?

Only what we need to call you back: the kind of help, roughly where care would take place, who it's for, and how to reach you. Please don't put diagnoses, medical history or ID numbers in the form. We ask about health needs privately when we speak.

Do you provide care in my area?

The areas we serve are being confirmed. Tell us the region and town in your request and we'll confirm when we call. See where we provide care.

Care and caregivers

What is the difference between visiting care and live-in care?

With visiting care, a caregiver or nurse comes at agreed times. With live-in care, a caregiver lives in the home and gives support through the day, with agreed rest breaks. Our guide to choosing between them may help.

Who will actually provide the care?

It depends on the tasks. Daily help such as washing, dressing and meals is usually given by a caregiver. Nursing tasks, such as giving medicines or injections and caring for wounds, catheters or stomas, are done by a nurse. The care plan says who does what.

Can we choose a male or female caregiver?

Yes, tell us your preference. It matters especially for personal care such as washing and toileting. We'll tell you honestly if we can't meet a preference in your area.

Will it be the same caregiver each time?

We aim for a small, consistent team, so the person gets to know the people who help them. If someone different has to cover, we'll let you know.

What if the person's needs change?

Tell us. Care plans are reviewed regularly and whenever something changes, such as a hospital stay or a fall. Support can be increased, reduced or changed.

Health and medicines

Can a caregiver give my father his medicines?

There are two different services. A caregiver can remind someone to take their own medicines and record it. Giving medicines, including injections, is done by a nurse following a current prescription. Our guide to medication reminders and nursing administration explains the difference.

Do your nurses decide on treatment?

No. The person's own doctor stays responsible for diagnosis, treatment and medicines. Our nurses carry out clinical tasks within the doctor's plan, and report what they observe. See health and medical support.

Can you help after a hospital stay?

Yes. We can support the first days and weeks at home: following the discharge instructions, medicines, wound checks, moving safely and getting to follow-up appointments. See care after hospital.

What should I do in an emergency?

Call 112 or go to the nearest emergency department. Our website and forms are not monitored for emergencies. See what to do in an emergency.

Families abroad

Can I arrange care for my mother in Ghana while I live overseas?

Yes. Many families who contact us live abroad. You choose a call time in your own time zone, and we plan around it. See arranging care from abroad.

How will I know how my parent is doing?

We agree with your parent who may receive updates about their care, and how and how often. Updates then go to the people they have authorised.

Do I need legal authority to enquire on my parent's behalf?

No. Anyone can ask about care. Sharing your parent's personal and health information is a separate step, agreed with your parent (or, if they can't decide, with the right people) during the assessment.

Costs and payments

How much does home care cost?

It depends on the hours or arrangement, whether nursing is needed, and travel to the area. We give you a written quote after the assessment and before care starts. Our guide to what affects the cost of care explains the factors.

Is there a charge for the assessment?

If there is a fee for the assessment, we'll tell you before the visit is arranged.

Do you handle money for shopping or bills?

Only with written authorisation, within an agreed limit, and with a receipt for every payment. We never ask for or use PINs, passwords or bank cards. See bill payments and errands.

Privacy and safety

What do you do with the information I send?

We use it to respond to your request. Detailed health information is collected later, privately, if you decide to go ahead. Our privacy notice explains what we collect, who can see it and how long we keep it.

How do you choose the people who come into the home?

Before anyone works with us, we check their identity, qualifications and references, and for nurses and doctors their professional registration. The careers page describes the checks in more detail.

What if I'm unhappy with the care?

Tell us early. Start with the care coordinator, who can usually put things right quickly; if you're not satisfied, ask for the matter to go to the manager. See raising a concern.

Working with us

I'm a nurse or caregiver. How do I apply?

Register your interest with a short form. Please don't send certificates or ID documents; if we invite you to the next stage, we'll ask for them through a secure process.

I'm a doctor or discharge nurse. How do I refer a patient?

Use the professional referral form. Please don't include the patient's name or medical details; we'll call you and arrange a secure handover.