Your Questions Answered
Please see our list of frequently asked questions regarding our Homecare service. If you require further information please call our Care Enquiry Team on 0800 046 8568.
1. Is Saga Homecare registered with the Care Quality Commission, Care and Social Services Inspectorate Wales or The Care Comission Scotland?
All Saga Homecare offices are registered as domiciliary care providers for CQC , The Care Commission Scotland and CSSIW.
2. What standards do Saga Homecare carers work to?
Saga Homecare works to the CQC, The Care Commission Scotland and CSSIW standards of care. All Saga Homecare branches must all meet Saga's stringent quality standards and are regularly audited on these to ensure we continue to deliver a high standard of care.
3. Do you offer an out of hours service?
You may contact Saga Homecare 24 hours a day by email. Our Care Enquiry Team are available Monday- Friday 8.30am to 5.30pm and Saturday 9am – 1pm for any new care enquiries. Our day-to-day care service is available daily from 6am-10pm and your local branch staff can be contacted Monday - Friday 9am - 5pm. Outside of these hours a phone number is provided to customers for use in emergencies when you can be sure of speaking with knowledgeable staff who will deal with any problem presented.
4. How are Saga Homecare carers recruited and selected?
Saga Homecare takes great care in selecting and recruiting our carers. All carers undergo a thorough screening and interview process and must pass an Enhanced Criminal Records Bureau check.
5. What training do Saga Homecare carers receive?
All Saga Homecare carers receive thorough induction training to our high standards covering Moving & Handling, Health & Safety, Infection Control, Food Hygiene, Fire Awareness, Medication, Adult Protection and Dementia. All are fully certified before a carer can visit a customer’s home. Further training will also be provided to meet any specialist needs.
6. Do all Saga Homecare carers undergo a CRB check?
Yes all Saga Homecare customers must pass an Enhanced Criminal Records Bureau check before they can visit a customer’s home.
7. What happens if my carer is sick or on holiday?
We do our utmost to maintain continuity for you by having the same carer visit you, but if they are unavailable our aim is to inform you at the earliest opportunity and let you know who will be coming to your home instead.
8. How can I pay for my care?
If your care is not funded by Social Services you can pay for your care by direct debit, by standing order with your bank, by cheque or postal order.
If your care is Social Services funded we work closely with many Local Authorities and can work with Direct Payments from social services or payments via Personal Budgets.
9. Can I change the times and days of my care visits if needed?
Saga Homecare will try to accommodate any changes you need to make to your care visits and will look to inform you as early as possible if, for any reason, these cannot be met.
10. What makes Saga Homecare different to other care providers?
Saga Homecare is committed to helping people stay at home, understanding their individuals’ needs and supporting them in a caring and dignified way. We place our customers at the heart of our service and will ensure that:
1.You decide what help you need
2.You know what we mean – we do not use confusing “jargon” when we talk to you
3.You are able to change your arrangements as you need
4.You know what to expect – we explain all your options to you, and there is no unexpected small print in our contract with you
5.We use a monitoring system which provides you with the reassurance that you are receiving the agreed amount of care at the time you need it.
11. What does a care assessment involve?
To ensure you receive the service you require and to identify any particular issues we will carry out a full needs assessment. This will involve a member of our Care Team visiting you either in your home or perhaps in hospital before you are discharged. Once this has been completed we will work with you to prepare a plan for the care we will deliver.
12. Will you need to speak to other authorities regarding my care?
Saga Homecare may, if necessary and with your permission, need to seek additional information from your relatives, doctor or any other specialists who know about your health needs as part of our assessment process. When this is the case we will do this quickly, tactfully and confidentially.
13. Is there a minimum visit length?
You can choose how often your carers come to visit from daily half hour visits to just once a week or for several hours at different times of the day.
14. Will I always be able to see the same carer?
Saga Homecare will endeavor to allocate a team of carers to you and will send a member of this team whenever possible. We will contact you as soon as possible if there are changes.
15. How much will my care cost?
The cost of care will vary depending on the type of care required, when it is required and how often it is required. Once a full assessment has been completed our local team will be able to talk you through the costs of the care required.
16. I am worried my carer won't turn up on time?
We use a monitoring system which provides you with the reassurance that you are receiving the agreed amount of care at the time you need it. This allows us to check that your carer has arrived on time and do out utmost to keep you up to date regarding any possible delays.