How care works, from first message to everyday care

1. You send a request

Start with a short care assessment request. We ask only what we need to call you back: the kind of help you're looking for, roughly where in Ghana care would take place, who the care is for, and how and when to reach you.

We don't ask for a diagnosis, medical history or ID documents at this stage. If you're a doctor, nurse or discharge team, use the professional referral form instead.

When you send the request, you'll see a reference number. Keep it; it helps us find your request quickly if you contact us again.

2. We contact you

We contact you by the method you chose (phone, WhatsApp or email) and plan around the time window you gave. If you live abroad, you tell us your time zone and we convert it to Ghana time, so the call fits your day.

If we can't make your window, we'll get in touch to arrange another time.

3. We talk it through

The first conversation is about understanding the situation, not selling a package. We'll ask about:

• the person's daily routine and what has become difficult;
• what support the family already provides;
• any recent hospital stay or change in health, in general terms;
• where they live, so we can check whether we can provide care there.

We'll answer your questions and explain the options honestly, including when we think something other than home care would be safer.

4. The home assessment

If home care looks right, we arrange an assessment in the person's home, carried out by a nurse. If there is a fee for the assessment, we'll tell you before the visit, so there are no surprises.

The assessment looks at the person's needs, health, routine and wishes, and at the home itself: the bathroom, steps, lighting and the route to the toilet at night. Where possible, the person takes part in the conversation, and we ask what matters most to them. Our guide to what happens during a home care assessment explains it in more detail.

5. Your care plan and quote

You receive a written care plan and quote before care starts.

The care plan sets out:

• which services are included, and which are not;
• whether care is visiting or live-in, and the times or schedule;
• which tasks need a nurse and which a caregiver;
• the person's preferences, routines and anything to avoid;
• who in the family may receive updates, and how;
• what happens if needs change, or in an emergency.

The quote shows the cost before you decide. Take the time you need, and ask us about anything that isn't clear. You don't have to accept.

6. Matching and introduction

Once you agree the plan, we match caregivers and nurses to the person: their needs, language, routine and any preference about the gender of carers. Where possible, we introduce the caregiver before care starts, so the first day isn't the first meeting.

7. Care begins

On the first day, the caregiver follows the care plan and settles into the household's way of doing things. Families often find the first week is a time of small adjustments: a meal timed differently, a preferred chair, a better way of helping someone to stand. Tell us about anything that isn't working, early.

8. Regular reviews

Needs change, sometimes quickly. We review the care plan regularly and whenever something changes, such as a hospital stay, a fall or a new diagnosis. A review can increase, reduce or change the support, or move between visiting and live-in care.

Changing or ending care

You can ask to change the care plan at any time. If you want to end care, tell us; the notice period and what happens next are set out in the agreement you sign before care starts. If care ends because the person is going into hospital, we'll help with a clear handover of what we know.

Consent and who receives updates

Care is about the person receiving it, so their own agreement comes first wherever they are able to give it.

• Anyone can enquire. A son, daughter, niece or neighbour does not need to prove legal authority just to ask about care or send a request.
• Sharing personal and health information is different. Before we discuss the person's care in detail with family members, we agree with the person who may receive information and what they may receive.
• When someone can't decide for themselves, for example because of advanced dementia, we'll talk with the family about who can make decisions on their behalf and what documents may be needed. This is handled privately during the assessment, never on the website.
• Updates go only to people the person has authorised, in the way agreed in the care plan.

Clinical decisions stay with the doctor

Our nurses carry out clinical tasks such as giving medicines, caring for wounds or managing catheters, but always within the plan set by the person's own doctor. We don't diagnose, prescribe, or change doses or treatments. We observe, record and report, and we help the person and family coordinate with their doctors.

What we don't do

So that everyone is safe, some things are outside home care:

• we are not an emergency service: in an emergency, call 112;
• we are not an ambulance service or a hospice facility;
• we don't lift a person by hand where equipment is needed, or use restraint;
• we don't handle PINs, passwords or bank cards, or make financial decisions.

Each service description sets out its own limits too.

Raising a concern

If something isn't right, please tell us. Start with the care coordinator responsible for the person's care; they can usually sort things out quickly. If you're not satisfied, ask for the matter to be passed to the manager. Concerns about a person's safety are always taken seriously and acted on straight away.