The services in this group
Every service starts with an assessment, so the care plan fits the person and the home. Limits are part of each description, not small print.
Bathing and personal hygiene
Help to wash, shower, bathe or have a bed bath safely, at the person's own pace and with their privacy protected.
What's included
- Help getting in and out of the shower or bath, or a full bed bath
- Washing and drying, including hair
- Checking water temperature and keeping the floor dry
- Helping the person do as much for themselves as they want to
How we assess
We look at how the person moves, the layout of the bathroom, slip and fall risks, any wounds or skin problems, and their preferences, such as time of day and whether they would prefer a male or female carer.
Who provides it
A caregiver, or a nurse where there are wounds, a catheter or fragile skin.
Important limits
- If bathing is not safe with the space or equipment available, we will recommend a bed bath or equipment rather than take the risk.
- Bathroom adaptations, such as grab rails, are the family's decision and cost.
Grooming: hair, shaving and mouth care
Everyday grooming that helps a person feel like themselves: hair care, shaving, cleaning teeth or dentures, and fingernail care.
What's included
- Combing, washing and simple styling of hair
- Shaving, with the person's own razor
- Brushing teeth, cleaning dentures and keeping the mouth comfortable
- Cleaning and filing fingernails
How we assess
We ask about the person's usual routine and products, check for mouth or skin problems, and note anything that needs a nurse, such as diabetes affecting the feet.
Who provides it
A caregiver. Foot and toenail care for people with diabetes or poor circulation is checked by a nurse.
Important limits
- Professional hairdressing and barbering are not included.
- Toenails of people with diabetes or poor circulation are not cut by caregivers; a nurse advises or refers to a foot specialist.
Help choosing clothes and getting dressed and undressed, including for people with stiffness, weakness or limited use of one side.
What's included
- Choosing clothes with the person, for the day and the weather
- Help with buttons, fastenings, shoes and head wraps
- Dressing techniques for a weak or painful side
- Putting on prescribed support stockings, if a nurse has shown how
How we assess
We look at movement, balance, pain and what the person can manage alone, so we help only where help is wanted.
Who provides it
A caregiver.
Important limits
- Prescribed compression garments are applied only as instructed by a nurse or doctor.
Toileting and continence care
Discreet help to use the toilet or a commode, and care for people living with incontinence, so skin stays clean, dry and healthy.
What's included
- Help getting to and using the toilet or commode
- Changing continence pads and keeping skin clean and dry
- Discreet disposal and cleaning
- Noticing and reporting changes, such as signs of a urine infection
How we assess
We ask about the person's routine, night-time needs, mobility, skin condition and any products they already use.
Who provides it
A caregiver. A nurse reviews skin problems and continence changes.
Important limits
- Catheter care is a nursing task (see catheter and ostomy care).
- Clinical bowel procedures are carried out only by a nurse with a doctor's instruction.
Moving about and transfers
Safe help getting in and out of bed, between bed and chair, walking around the home and changing position.
What's included
- Bed-to-chair and chair-to-toilet transfers
- Walking support, with the person's walking aid if they use one
- Changing position in bed
- Encouraging safe movement to keep strength up
How we assess
We assess balance, strength, weight-bearing, pain, falls history and the equipment in the home before any transfer is agreed.
Who provides it
A caregiver trained in safe moving and handling, or a nurse where the person has complex needs.
Important limits
- We do not lift or carry a person by hand. Where a hoist or other equipment is needed, it must be in place and in good working order.
- If someone falls and may be hurt, we do not lift them; we follow the emergency plan and call for help.
Skin care and pressure sore prevention
Daily skin checks, moisturising and regular changes of position to lower the risk of pressure sores for people who spend long periods in bed or a chair.
What's included
- Checking pressure points such as heels, hips and the base of the spine
- Keeping skin clean, dry and moisturised
- Changing position on an agreed schedule
- Reporting redness or broken skin to a nurse the same day
How we assess
A nurse assesses pressure-sore risk, nutrition, continence and mattress or cushion needs, and sets the repositioning plan.
Who provides it
A caregiver following a nurse's plan.
Important limits
- Treating a pressure sore or open wound is a nursing task (see wound care).
- Good care lowers the risk, but no one can promise that a pressure sore will never develop.
Eating, drinking and mealtimes
Help to eat and drink comfortably and at the person's own pace, with enough fluids through the day.
What's included
- Sitting the person upright and comfortable to eat
- Cutting food and helping with each mouthful when needed
- Encouraging drinks and recording intake if asked
- Following any texture or diet advice from a doctor or dietitian
How we assess
We ask about appetite, favourite foods, swallowing, dentures, weight changes and any diet a health professional has recommended.
Who provides it
A caregiver. A nurse reviews weight loss or swallowing concerns.
Important limits
- Tube feeding (nasogastric or PEG) is a nursing task and needs a doctor's instructions.
- If a person coughs or chokes when eating, we report it so that a doctor or speech and language therapist can assess their swallowing; we do not change food textures without advice.
Dignity first, and independence wherever possible
Personal care is about more than getting a task done. Being helped to wash or use the toilet can feel uncomfortable, especially for someone who has always been independent, and especially when the helper is someone new.
Our approach is simple: ask before helping, explain what's happening, and let the person do as much as they want to. A caregiver who rushes, or takes over things the person can still do, can make someone feel less capable. A caregiver who works at their pace helps them keep their confidence and strength.
How we plan personal care
Before care starts, the assessment covers:
- The person's routine. When they like to wake, wash and eat, and what they want to keep doing for themselves.
- Their home. The bathroom, the route to the toilet at night, steps, lighting and any equipment.
- Their health. Anything that affects movement, skin, continence or swallowing, and whether a nurse needs to be involved.
- Their preferences. Language, faith and cultural practices, and whether they prefer a male or female caregiver.
All of this goes into a written care plan. Every caregiver follows the same plan, so the person doesn't have to explain their routine again and again.
When personal care needs a nurse
Most personal care is provided by caregivers. A nurse becomes involved when there are wounds or pressure sores, a urinary catheter or stoma, feeding through a tube, or medicines that need to be given rather than reminded. Those services are described on the health and medical support page, and the assessment will tell you which applies.
