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General Enquiries
Office: 01733 555 261
Fax: 01733 555 357
Email: k2careinfo@yahoo.co.uk

Registered with The Care Quality Commission

Frequently Asked Questions

Click on a question to jump to the answer.

  1. Can we choose the carers?
  2. Can you give me an idea of the range of services your carers provide?
  3. Do you provide end of life care?
  4. How do you check whether the carers are doing their jobs properly?
  5. How much will care in my relation’s own home cost?
  6. How will I know when to start organising care for my relation?
  7. I am worried my carer won't turn up on time?
  8. What checks do you make on your carers before they visit people?
  9. What happens when a carer is sick or on holiday?
  10. What is an enhanced Criminal records Bureau (CRB) check?
  11. What is the best way to find out if your service would suit us
  12. What is the minimum level of support you provide?
  13. What training do your carers receive?
  14. Will you always send the same carer?
  15. Is care at home for the elderly a suitable alternative to residential care?
  16. Can you help me to talk to my relation about needing more care as they get older?
  17. Do you provide qualified nursing care?
  18. Do your carers cook fresh food from scratch?
  19. What should I do if I don’t get on with my carer or have a complaint?
  20. Do you provide dementia care?
  21. How do you manage and monitor the carers' visits?
  22. How do you recruit and select carers?
  23. What kind of help do you provide?
  24. What kind of people do you employ as carers?
  25. I live a long way away from my relation and I worry about their welfare. What services do you provide to help me keep an eye on them?
  26. How much does care in a person's home cost?
  27. Does live-in care mean 24 hour coverage?

Can we choose the carers?

We always start any caring relationship with an initial free home visit. An in depth chat is the best way to get to know people’s needs and preferences so we can then match them with a suitable carer. We strive to create a good match from the start, because a steady trusted relationship is so important.
Feedback can help fine-tune the process if anything needs to be changed. We hope that the carer becomes a valuable asset life and someone you all trust. We understand how important it is to feel comfortable about inviting anyone into our own homes and those of our families.

Can you give me an idea of the range of services your carers provide?

All our services are bespoke - we make a free initial visit to discuss what is wanted or needed. As we are completely flexible, we can then add to or remove services as the situation changes. But, just as a guide, here are a range of the usual kinds of things we would do with and for your loved one. What we do is very much based on exactly what is requested, and performed with full agreement from all parties. Please don’t take the list as definitive, or applicable in all cases.

Housekeeping:

  •        Laundry and ironing
  •        Housework such as bed-making, dusting and vacuuming
  •        Hygiene in the kitchen and bathroom
  •        Cooking meals, both with and for our customers as they require
  •        Escort for shopping and other outings
  •        Running errands such as picking up prescriptions or dry-cleaning
  •        Supervision of home maintenance visits
  •        Postal services such as making sure bills are paid
  •        Recycling and rubbish removal

Personal Care:

  •       Washing, shaving, hygiene and help generally in the bathroom
  •       Dressing, choosing clothes to wear
  •       Continence care
  •       Management of medication such as reminders
  •       Mobility assistance with frames, scooters etc
  •       Monitoring of appropriate diet
  •       Morning help with getting up
  •       Evening help with going to bed

Social Care:

  •       Coordinating GP visits, and other professional attention
  •       Companionship and conversation
  •       Entertainment and hobbies
  •       Houseplant care and gardening assistance
  •       Providing an escort for events, church etc
  •       Help with pets

Specialised Care

  •      End of life assistance (palliative care)
  •      Dementia care
  •      Reablement
  •      Convalescent care

Do you provide end of life care?

Yes we can provide end of life care and support. Most people would prefer if possible to end their days in their own homes. When the time comes to face a life limiting condition, it is helpful to have the support of experienced carers in the home.
Our caring service is entirely bespoke, so if you wish to discuss end of life issues and the support we can provide, please let us know during our initial home visit. Our carers can support friends and family at this time, and provide reassurance that your loved one is never alone while you are attending to other family and work commitments. Carers will always be in close touch with their local managers, so that you are updated regularly if anything changes.
At this stage in your loved one’s life, we would recommend live-in or even 24-hour care. They can provide extra support for the wider family. In addition, they can work alongside the medical professionals.

How do you check whether the carers are doing their jobs properly?

When your carer starts to visit, they are supervised in your home regularly via spot checks to make sure everything is to your liking. You can call any time to request a supervisor’s visit if you believe things are not going according to plan or you wish to make changes to your care arrangements.

How much will care in my relation’s own home cost?

In most cases it is possible to give you a guide when you first call your local branch. But, as our care is bespoke and responds to the individual needs and wishes of our customers, it is not possible to give a more exact figure without an initial home visit to identify these.
Call us to make an appointment, and we will come without obligation to work with you on the best solution. Our bespoke service also means that costs can vary with the level of care needed at different times. So, for instance, if your relation needs more help during an illness, they may need less help when they have recovered. The costs are adjusted accordingly.
Care within a person’s own home is usually more cost effective, as well as preferable, to the disruption of moving into residential care.

How will I know when to start organising care for my relation?

This is very much up to the individual, but it is always worth giving us a ring and discussing the current situation. Researching the local options, and planning what you would do in advance of urgent need, is helpful for the family’s peace of mind. You will then be clear what we can provide should the need arise.
The situation can change at any time, and we can organise the appropriate level care for your relation at short notice, either living in or visiting. For instance, your relation may have a fall or need an operation or hospital care, in which case we can provide short term convalescent care at home to help them back to their former health.
Existing family care arrangements may break down for any number of reasons or you may simply need time off. We can provide respite care, either living in or visiting, to fill the gap.
Many people start with simple domestic help, for instance housework and cooking. The companionship of having someone they trust popping in regularly can also be a boost to both your and their morale. All our carers are trained to watch out for changes, and report regularly to their managers, who will be on constant touch with the wider family.

I am worried my carer won't turn up on time?

We use a high-tech monitoring system, Live Call monitoring which provides your relation with the reassurance that they are receiving the agreed amount of care at the time they need it. This allows us to check that your relation's carer has arrived on time. If there is an unavoidable delay, everyone is kept fully informed.

What checks do you make on your carers before they visit people?

All our people are thoroughly trained and then supervised for the first few times they visit people in their own homes. We then make regular spot checks to carry on this supervision. We also carry out enhanced Criminal Records Bureau checks (Diclosure and Barring Services Checks)
As our relationship with our customers continues, we check regularly that all is going well. Every customer is telephoned and visited by our experienced managers. Please let us know if you have any concerns, and we also welcome your personal impressions of our care.
We gather feedback from everyone concerned, to make sure we are doing what is needed and expected - and even going a bit beyond.

What happens when a carer is sick or on holiday?

Continuity of care is important to us. We always introduce our customers to more than one carer so that a friendly familiar face is available whenever they are needed. In the unlikely event no one is available, we will inform everyone concerned at the earliest opportunity, and let them know who will be coming to their home instead. The replacement carer will always be trained and checked to the same high standards. Our High Tech call monitoring systems allows us to have information on all calls as to who has visited and when.

What is an enhanced Criminal records Bureau (CRB) check?

To protect vulnerable people, the government set up the Criminal Records Bureau, which is an executive agency of the Home Office, in March 2002. The CRB checks the backgrounds of applicants for work with vulnerable groups for any relevant criminal records or other problems.
Any individual or organisation that cares for or is in regular contact with vulnerable groups is required by law to have Standard and Enhanced disclosures. This includes teachers, nurses, carers and even people working on a one-off basis volunteering for a charity for instance.
All our carers have enhanced CRB checks, which means further research has been done into their backgrounds to check on other issues.

What is the best way to find out if your service would suit us?

That first phone call is very useful. You will be connected with your nearest branch, where you can talk to our experts. You can tell us what you envisage, and then we can explain what we do and the various options you may wish to consider. We then like to follow up with a free visit to your home to discuss your needs in more detail. We can also answer your questions by email.
Please also read our customer feedback, and other information on the site that will answer your questions about how the service works and what we can deliver to help your relation stay at home.

What is the minimum level of support you provide?

We can provide one visit a week for half an hour for our more independent clients. The most important factor for most people is not the amount of time but the positive effect of the visit and what can be achieved.

What training do your carers receive?

Our carers receive thorough induction training to our high standards, covering Moving and Handling, Health and Safety, Infection Control, Food Hygiene, Fire Awareness, Medication, Adult Protection, Dementia, Nutrition, Promotion of Dignity, K2 Care Values and Literacy and Numeracy.
All carers are fully tested, assessed and certified before they can visit a customer’s home. Further training will also be provided to meet any specialist needs.

Will you always send the same carer?

We always introduce more than one carer so there is a familiar face covering holidays and other breaks. We make sure our carers share information so the service is seamless and just as friendly and efficient as usual - whoever comes to visit. We do all we can to avoid different and unfamiliar carers visiting - and will always prepare you if this is likely.

Is care at home for the elderly a suitable alternative to residential care?

Yes - for almost anybody, support at home surrounded by familiar possessions with friends and family popping in, is preferable to the disruption of moving into a care home. All our care is bespoke, and we respond to people’s individual requirements, to provide as much support as your loved one needs to remain independent - whatever their health issues.
We work to make sure your relation stays independent in their own home for as long as they choose.

Can you help me to talk to my relation about needing more care as they get older?

It can be difficult for people to accept that they are not coping on their own as they get older, and broaching the subject of accepting more help can be uncomfortable. The good news is that we are very experienced in supporting families with these kinds of conversations. If you call one of our expert advisers, they can assist you with ideas for broaching the subject in a way that works for everyone.
Our initial visit to understand the circumstances is always free and designed to understand your loved one’s unique requirements. With you there too to reassure, we can make it easier to help them understand the benefits of having regular visits from a trained carer.
The usual result is that your loved one begins to enjoy the regular care visits and value the care they receive. You will be reassured that our carers report back regularly to their managers, and note any changes which are quickly passed on to you. This is particularly helpful when you live some distance away from your loved ones.

Do you provide qualified nursing care?

We don't send trained nurses into our customers' homes at present. Our carers are trained to look after our customers' needs in the following ways:

Housekeeping:

  •        Laundry and ironing
  •        Housework such as bed-making, dusting and vacuuming
  •        Hygiene in the kitchen and bathroom
  •        Cooking meals, both with and for our customers as they require
  •        Escort for shopping and other outings
  •        Running errands such as picking up prescriptions or dry-cleaning
  •        Supervision of home maintenance visits
  •        Postal services such as making sure bills are paid
  •        Recycling and rubbish removal

Personal Care:

  •       Washing, shaving, hygiene and help generally in the bathroom
  •       Dressing, choosing clothes to wear
  •       Continence care
  •       Management of medication such as reminders
  •       Mobility assistance with frames, scooters etc
  •       Monitoring of appropriate diet
  •       Morning help with getting up
  •       Evening help with going to bed

Social Care:

  •       Coordinating GP visits, and other professional attention
  •       Companionship and conversation
  •       Entertainment and hobbies
  •       Houseplant care and gardening assistance
  •       Providing an escort for events, church etc
  •       Help with pets

Specialised Care

  •      End of life assistance (palliative care)
  •      Dementia care
  •      Reablement
  •      Convalescent care

Do your carers cook fresh food from scratch?

As all our care is bespoke, we will discuss your requirements during our first visit so your expectations are fully met. Nutritious meals are vital to wellbeing, and our carers will prepare food that suits everyone's requirements.

What should I do if I don’t get on with my carer or have a complaint?

The first thing to do is get in touch with your local branch as soon as you feel there is a problem, and one of our expert managers will come and visit you as a matter of urgency to work with you towards a solution.
We will always respond quickly to any requests for change or complaints.

Do you provide dementia care?

We will always match our carers’ skills to the needs of your loved one. Please do discuss any special requirements during our first visit and we will let you know what we can do to help. We have a great deal of experience in looking after dementia patients.
If you find that your loved one is showing signs of dementia, it can be a very difficult time. People report that they feel they are losing the person they love. Having the assistance of a trained carer can be very reassuring to friends and family at this time.
For dementia sufferers, being able to remain in their own homes and surrounded by their familiar possessions can make a real difference to their wellbeing. Our carers are trained to support people in their own homes, and it is usually possible as well as preferable to residential care.

How do you manage and monitor the carers' visits?

We use a data logging system. When the carer arrives, they dial in using the landline telephone in the home, and when they leave they dial in again. They get an automatic ring back which lets them know that their call has been logged.
Thus an accurate record is kept of the time they spend working in our customer's home. It's quicker and easier for carers too, as they don't have to fill in time sheets and can move efficiently between jobs.
Each carer has their own unique telephone number which they dial. There is no charge to the phone bill, because the telephone is not answered at the other end. There are various checks in place to prevent this system from failing.

How do you recruit and select carers?

We take great care in selecting and recruiting our carers. All carers undergo a thorough screening and interview process and are cleared to work following an Enhanced Criminal Records Bureau check. They are fully trained and accompanied by a manager to supervise them when they begin work with us.

What kind of help do you provide?

Care is tailored to the needs of the individual and the kinds of help we are usually asked to provide includes:

  • We shop, cook and serve meals
  • We can be there for a chat and a cup of tea
  • We perform general domestic duties such as cleaning, bed-making and laundry
  • We help with bedtime and getting up in the morning
  • We are there to assist in the bathroom, including shaving and continence
  • We can help with medication

When our carers have lived-in for a while, friendships often develop and our customers report back on how much they enjoy the cheerful company, helpfulness and kindness. It is rewarding for our people to be appreciated and to enjoy the company of those for whom they care.

Live-in care can be very reassuring for families living further apart, as our carers will always notice if something is not quite right and report back to their managers for further action. We will contact the family or friends, and can respond to changing needs as they develop.

What kind of people do you employ as carers?

Naturally, we would not be able to operate our care at home service without our top-quality carers. They are hand-picked to provide the best possible care and we support their work with appropriate management and training throughout their time with us. Communication is very important to us and when our carers visit your relation in their own home, they are prepared to be aware of any changes and respond to them, alerting their managers who will rapidly update family and friends as appropriate.
We select people who are passionate about caring, and bring K2 Care values to everything they do. Dignity, choice and independence are their goals for all their customers.
All staff are police checked, undergoing enhanced Criminal Records Bureau checks and are fully trained. Their training is regularly updated, and the carers we select for your relation will be matched carefully to their needs. We work as a team so will introduce your loved one to more than one carer. This means they will already be familiar with other carers, when their usual carer is on holiday or otherwise unavailable.

I live a long way away from my relation and I worry about their welfare. What services do you provide to help me keep an eye on them?

We are very experienced at dealing with long distance relationships, providing an extra pair of hands in your loved one’s home to help them stay independent for as long as possible. As our carer visits your loved one regularly, they can communicate with their manager if they spot any changes. Worrying changes will have an instant response of course, but we also provide reassurance that all is well on a regular basis.
Please do feel free to call and discuss your thoughts about your relation and their care. Our expert advisers can tell you what services we provide, and reassure you that your relation will be well looked after. We always like to start the caring relationship with a home visit, so we can meet you and your relation and understand their and your needs.

How much does care in a person's home cost?

Although we can give initial guidelines over the telephone when you call us, as all our services are bespoke, we can only fully cost your requirements individually after the initial free home visit. Please read our information about funding for more help. It is likely that care in a person's own home will be more cost effective as well as preferable to residential care.

Does live-in care mean 24 hour coverage?

No, but we can provide a team to cover days and nights if that is what is needed.
Live-in care means that the carer is around the house, and we all agree what level of care is needed before it starts.

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Get in Touch

For any general enquiries about our service
please use the following details

Office: 01733 555 261

Fax: 01733 758 279
E-mail: k2careinfo@yahoo.co.uk

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