FAQ

Our experience tells us that people’s care needs very often change. We therefore understand that care may need reviewing from time to time. This is why we carry out reviews on a regular basis and why we are pleased to hear from members of the immediate family about effective methods for delivering the care service for their relative.

We agree a ‘Care Plan’ which details exactly what you have instructed us to do. This then becomes the work list for each day. As part of our ongoing and unique relationship with pharmacies, we are also able to assist or administer your medication.

Care plans frequently evolve and we check regularly to ensure that the care we are providing is appropriate.

Once we have established exactly what you want on each visit, we will work to that list. We are not able to give injections or change sterile dressings. Also, we cannot carry out tasks which are likely to cause risk to either the person we provide care to or to the Oaktree Homecare carer. Tasks will be agreed with you in advance. Any changes to the plan can be discussed with the office team.

We try our possible best to ensure that you get the same carer all the time as we believe and strongly promote continuity in carer, however, there will be times when your regular carer will be away on holiday or off sick and we will have to send another carer to cover. We will endeavour to inform you in good time if any changes to your regular carer. This will be discussed with you in detail during our initial assessment of the carer you will receive and expect from Oaktree homecare services prior to commencement of your care with us.

Every member of the Oaktree Homecare team has been through a rigorous vetting procedure before they start working with us. In addition, all staff will always be in uniform and carry a personalised identification card which shows their name, photograph and signature.

We take a considered and comprehensive approach to ensuring that your care service is exactly what is required. After every visit the care worker will write the details of activities undertaken during the visit in the care record (which is retained by the customer). In addition, the customer is asked to record their satisfaction by signing the care worker’s timesheet, which is returned to the Oaktree Homecare office each week for checking.

We will send you an itemised bill every forth night. You accept cheque payment or Basc transfer. If your care is commissioned by your local council, you won’t need to worry as we will send the bill to them and they’ll pay for your care.

We will put together a detailed plan for each customer which, as well as setting out the care to be delivered, also shows the weekly costs. Some people will be entitled to assistance with the cost of their care either from their local Social Services office or via other Government grants.

Our office hours are Monday- Friday 9am to 5pm. Out of this hours, we have an On Call emergency care line which is operates Monday – Friday 5pm to 9am, Saturday and Sunday, bank holiday and any public holiday 24hrs service.

We will include your local safeguarding leaflet and our safeguarding protocol with your welcome pack. All the information you need about safeguarding will be enclosed within. We are regulated by CQC (Care Quality Commission). They are the regulatory body that sets the standard of care we provide. You can find more information within your welcome pack or on the CQC website.

No we are not able to provide you with professional advise but we are able to direct you to your local council who can go through any funding question you have around your care.