Step 2: We Get to Know You

Once we’ve had our initial conversation, we’ll arrange a care assessment.

Depending on your circumstances, this may take place in your home, in hospital or virtually.

This is where we take the time to understand what everyday life looks like for you.

We’ll talk about things such as:

• Your usual daily routine
• The things you enjoy and like to do
• Personal care and dressing
• Mobility and getting around your home
• Meals, nutrition and hydration
• Medication support
• Memory or cognitive needs
• Companionship and emotional wellbeing
• Any concerns about safety at home
• Your preferred visit times
• Your preferences when it comes to your care team

We also want to hear what matters to you.

Perhaps you want to remain independent with certain tasks, continue going out regularly, have someone to chat to during the day or simply have a little extra help around the home.

These details are important because good home care should fit around your life — not completely change it.

Step 3: We Create Your Personalised Care Plan

After the assessment, we use everything we’ve discussed to create a personalised care plan.

Your plan will set out the support you need and how you would like your care to be provided. It may include:

• Your care and support needs
• The tasks your carer will help with
• Your usual routines and preferences
• Medication or nutrition requirements
• Mobility information
• Important contacts
• Communication preferences
• Your personal goals and what you want to remain independent with
• Any equipment or additional support that may be needed

We’ll talk through your care plan with you so you understand what has been agreed.

And importantly, your care plan isn’t set in stone. As your needs change, we can review and update your support so it continues to work for you.

Step 4: We Find the Right Carers for You

Finding the right people to provide your care is an important part of the process.

We look at your care needs, routines, preferences and personality when putting your care team together.

For example, we consider:

• Experience with your particular care needs
• Availability around your preferred times
• Communication and language preferences
• Personality and interests
• The type of support you feel comfortable receiving

Our aim is to provide consistency and familiarity, so you can get to know the people who visit you and feel comfortable with your care team.

We’ll also let you know who will be visiting and make sure everything is clear before your care starts.

Step 5: Your Care Begins

Once everything has been agreed and you’re happy with your care plan, we’ll arrange your start date and your visits can begin.

We’ll make sure you have the information you need, including your care schedule and how to contact our team if you have any questions.

From there, we continue to stay in touch and review your care to make sure everything is working well.

If something changes, you can always speak to us. Your care can be reviewed and adjusted as your needs, routines or preferences change.