FREQUENTLY ASKED

QUESTIONS

FREQUENTLY ASKED QUESTIONS

WHY CHOOSE HOME CARE?

Home care (sometimes with necessary adaptations for safety reasons) offers the ability to stay in your own home with a personalised and regularly reviewed support system for as long as possible, whilst offering reassurance to your family and friends that you have regular care and any concerns are being monitored and resolved. Care at home also tends to be a less expensive option than live in care as there are less company overheads whilst giving you more autonomy with your daily care requirements.  It offers flexibility and comfort and enables you to develop a trusting and personal relationship with your regular carers who also know who to refer to if problems arise.

 

WHY CHOOSE LAPIS CARE?

At Lapis Care we operate an open honest and transparent service for our clients and staff alike. We respond as swiftly as possible to any highlighted concerns.

and fully believe and engage in collaborative care whenever possible for the benefit of our clients’ health, safety and well-being. We use an electronic system for our care records called the ‘Pass system’; this system allows, with the client’s consent, extended family member/next of kin access to their care records and the ability to contact us via the system. Today, when families are dispersed around the country and sometimes the world, it offers reassurance that their family members are getting the high standard of care they deserve. Furthermore, we are ‘nurse owned & led’ and because of our extensive experiences working within Primary Health Care, can ‘think outside the box’ and thus be innovative when the need arises. We are also able to support you with your health needs if you would like us to for instance in liaising with your GP etc. on your behalf (consent needed).  We believe in and value our staff; they are our finest asset and we know if we care for them, they in turn will care for you.

ARE ALL YOUR STAFF FULLY TRAINED?

All our staff undergo training prior to commencing their duties and shadowing with senior members of staff. We are always looking at ways for staff to improve their knowledge and skills to ensure our expected high standard of care. Three members of staff are working to towards their ‘Qualification and Crediation  Framework’(NVQ) level3’ and one senior member has achieved her level 5.  Mandatory training is completed annually.

 

ARE YOU INSURED?

We are fully ensured with Towergate with Public Liability Insurance up to £10,000,000

ARE LAPIS CARE REGISTERED TO PROVIDE HOME CARE SERVICES?

Lapis Care are registered with the Care Quality Commission, Our last inspection was in March 2016. We were rated ‘Good’ overall. We were very pleased with this as had been operational for under 12 months at the time of the inspection.

HOW ARE MY CARE NEEDS ASSESSED?

After Agreeing that Lapis Care will become your care provider, Liz, Hazel (or both) will visit you to complete our comprehensive assessment form. If you are in hospital or other care setting, with your consent, we gather the information we require from your nursing notes in addition to chatting with you. This saves you having to repeat information unnecessarily, which can be both time –consuming and frustrating. We will then compile the information and devise relevant care plans which our staff will work with to deliver your care.

HOW OFTEN ARE MY CARE NEEDS REVIEWED?

Initially, Liz or Hazel will contact you approximately 6 weeks into your care package provision to ensure you are happy with us and the care we are providing. This is important, as issues of concern are not always obvious from the beginning. Subsequently, your care will be reviewed quarterly to ensure nothing has been missed, or as often as is deemed necessary by either party. As Conditions change: so do care requirements.

WHAT HAPPENS IF MY NEEDS CHANGE?

We regularly review your care package at 2 weeks, 6 weeks and then 6 monthly. However, it isn’t straightforward to planning our lives to a set timetable so we will review your care package as often as is deemed necessary by with either party to ensure we get it right for you.

WHAT IS THE PROCESS TO START CARE FOR A NEW CLIENT?

When you pick up the phone, you will speak to one of our friendly office staff who will take a few basic details regarding your needs. If there is no time pressure, and you wish us to, Liz and/or Hazel will visit you for an informal chat and bring you our information pack.

 

When and if you feel you would like to take the next step, Hazel or possibly Katie, our care manager will visit you to undertake a comprehensive assessment of your needs and discuss your visit requirements. We always have a ‘trial of care for the first 2 weeks and only then if all parties are happy do we sign contracts once any requested adjustments to the package have been put in place. You will then have a further review after 6 weeks, but should anything happen in the meantime, you only need to pick up the phone and chat your concerns through with us.

 

WHAT QUALITY MONITORING/ASSURANCE SYSTEMS ARE IN PLACE?

We regularly spot check and test our staff and complete a quality assurance procedure with our clients quarterly.  We also hold regular supervision sessions for our staff as well as holding regular training sessions to ensure up to date knowledge. We also survey our clients and staff to enable them to give anonymous feedback. We subscribe to a 3rd part feedback service. www.workingfeedback.co.uk  to ensure all our feedback is impartial.

IS THE SERVICE FLEXIBLE?

We try very hard to be as flexible as possible within our capacity levels. If we are unable to accommodate odd changes that you require, eg the occasional change of visit time, we will compromise with you as far as possible

WILL I HAVE THE SAME PERSON CARING FOR ME?

At Lapis Care we operate ‘fixed rota’s’ for weekdays and weekends and work hard to ensure that all our clients have the same set of carers wherever possible, but this may change at times due to sickness and holiday.

WHAT IF I NEED TWO CARERS?

Regrettably, we do have to charge if two carers are needed. This will be discussed with you on an individual basis.

WILL MY CARE ALWAYS BE AT THE SAME TIME?

We allow a fifteen minute window either side of your call time. If your carer is going to be late they will telephone you and advise you of when they will be there. There are times when we may have to change your call times due to staff sickness and holidays but we will always contact you to discuss with you beforehand.

HOW MUCH WILL CARE COST?

Unlike other care providers, we DO NOT charge extra for weekends or bank holidays as we believe that our clients should not suffer financially for being unfortunate enough to require care during these periods.  Our nomal hourly rate if £25 per hour, plus 45p per mile.  Please see our Pricing for full details.

DO I HAVE TO PAY FOR CARE?

You can have a financial assessment from social services for your eligibility for funding of care, usually if you have combined assets over £23,250 you are not eligible for funding. Any assets below this will be considered and you may need to contribute to your care. In some circumstances people with medical or nursing needs may be eligible for continuing health care funding.

HOW ARE OUR CLIENTS INVOICED?

An invoice will be sent to you every two weeks.

HOW CAN I PAY?

Payment is via: Visa/Mastercard/Debit card/Cash/Cheque or BACS bank transfer.

WHAT IF I NEED TO SPEAK TO SOMEONE OUT OF HOURS?

We operate an on-call system between the hours of 5 pm until 9:30 pm and again from 6.30 am until the office opens at 9 am, and all weekends/bank holidays. The office telephone is diverted to the on-call member of staff for the day. Please do be aware however that they may be delivering care to a client or driving and therefore unable to answer at that particular moment. Please leave a message if invited to do so. If not their telephone should display your number and they will call you back at their earliest opportunity. The on-call member of staff is always one of the senior management team.

WHERE CAN I FIND OUT WHAT OTHER SERVICES ARE AVAILABLE IN MY AREA?

We have a comprehensive information page here on our website. Click here.  Alternatively, you can access your local authority website and look at their ‘health and social care section.

 

HOW DO YOU RECRUIT?

Our experiences since the inception of Lapis have directed us to an external recruitment company.  Outsourcing our recruitment provides us with the best value for money and allows for comprehensive advertising and an objective person to pre-interview and short list potential members of staff for interview. We have found this method also to be the most time-efficient, thus letting us  get on with what we do best. We have also been fortunate enough to have some staff approach us for roles through positive word of mouth in the local community.

HOW DO I MAKE A COMPLAINT?

We very much hope it doesn’t come to that. However, we do have a robust complaints procedure in place which we will provide you with a copy of. Depending on the nature of the complaint you can  address it to us here at Lapis Care.  Alternatively you can contact one of the following:

 

•  Adult services at Hampshire County Council

•  Care Quality Commission

 

Details of these organisations can be found on the complaints policy. We will always work hard to resolve your complaint as quickly as possible. If we are wrong in any way, you will always receive a written apology.

Lapis Care

Unit 9

Shedfield House Dairies

Sandy Lane

Shedfield

Hampshire

SO32 2HQ

Lapis Care © 2017 - ALL RIGHTS RESERVED

DESIGNED BY JULIE ANN MOORE

Registered Company: Lapis Health and Events Limited. Company Number 07960657