FAQ’s

What sets us apart from our Competitors?

We pride ourselves on providing the very best quality of care in the area and always seek to accommodate our Service Users requirements. Our focus is therefore on providing an individual service tailored to our Service Users which they appreciate and value and that we are proud to deliver. We have invested in a market leading electronic monitoring service allowing us to keep up with our carers progress during the working day meaning we can better manage our clients expectations and increase our accountability. We understand that regular communications are key to this process so we send out fortnightly schedules detailing the times of visits and carer due to attend. We will call the day before if there are any amendments.

Please take a moment to read through the FAQs and if you have any additional questions email us on info@carewyvern.co.uk

Arranging Care

Care Wyvern offers a full and comprehensive range of home care services including all aspects of Personal Care, Night Care, Cooking and Meal Preparation, Shopping and Domestic Assistance as well as Sitting & Companionship services. Staff can also provide the required levels of support outside the home accompanying Service Users on trips, outings and even on holidays.

Whilst much of Care Wyvern’s work is with the elderly, the company works with all sectors of the local population and offers expertise in many conditions including dementia, MS, Parkinson’s & Motor Neurone Disease. The company also offers significant experience in palliative care, dealing with this in a supportive and sensitive manner.

Contact Care Wyvern to make an appointment for us to visit you for a chat about how we can work for you. We will arrange for our experienced Field Care supervisors to visit you in your own home.

 

Typical care package

There is no such thing as a typical care package because each one is specifically tailored to meet the needs of the individual service user. Please contact us  for our prices.

Operational hours

We operate 24 hours a day, seven days a week, 365 days a year. However, the majority of our work begins at 7am and continues all the way through to around 10pm in the evening. We also provide care throughout the night, which is either in the form a ‘Sleep In’, where the social care worker will be on hand to provide support and assistance should the client wake-up, or a ‘Waking Night’ service where the social care worker is expected to provide usual care and support. Please be aware that ‘Waking Night’ rates apply if a carer is disturbed three or more times during a night. For ‘Sleep Ins’ a freshly made bed needs to be provided.

Visit times and Carers

Can you guarantee exact visit times?
We would never guarantee something that we cannot directly control and the nature of home care means that there are many variables (e.g. traffic, unexpected event at a previous client) that can inpact upon a carers ability to arrive at an address at a precise time. We therefore ask our clients to allow +/- 15 minutes against the advised visit time, and we will call if there is likely to be a greater variance than this.

Can we expect a regular carer?
We believe that consistency of care works best for both client and carer as both parties get to know one another and their routines. However, it is never possible to rely on a single carer but Care Wyvern will seek to keep the number of carers visiting a client to the minimum.

 

Complaints

How do I make a complaint?

The law requires care providers to have an effective system in place to identify, receive, handle, and respond appropriately to complaints and comments made by clients, or persons behaving on their behalf. As a company, we aim to provide the best possible service, delivered safely and in a dignified manner to all our clients; to achieve this we work closely with all parties and outside agencies.

However, we realise that occasionally there may be a cause for complaint and query and it is our aim to resolve these as quickly as possible and to the satisfaction of those concerned. Our aim is to ensure that all complaints are dealt with promptly, properly and effectively so that the complainant can feel more confident that their complaint or query has been heard and acted upon.

If you would like a copy of the complaints policy please contact the office on 01823 325554 and request a copy or request one via our Contact us  page

 

Security and confidentiality

Every member of the Care Wyvern 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.

Care Wyvern is registered with The Care Quality Commision (CQC) .They set the minimum standards by which we operate, however we strive to exceed these minimum standards in everything we do. We are also full members of the United Kingdom Home Care Association (UKHCA). Both of these bodies have standards which set out how we should operate. We also carry Public Liability insurance.

Call times & Tasks

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 plan, which is retained by the client.

We are very proud to have implemented an electronic monitoring system, which promotes safety, security, and communication. For example, when the carer arrives and greeted the client, they then scan a “tag” which is with the care plan (or suitable area) that then logs the call in at the office. The carer then fulfils the tasks to the standards required by the client. Once they have finished the tasks and checks the client is happy and safe, they can then log out by again scanning the “tag.”

This allows us to remain in constant contact with the carer and gives our clients a great sense of security.

What tasks can my carer do?

We develop a care plan, which details exactly what you have instructed us to do. Care plans frequently evolve and we check regularly to ensure that the care we are providing is appropriate. Our field care supervisors monitor the care plans weekly, ensuring they are up to date and when necessary book an appointment with the client or their representative to update the outcomes in the care plan.

What can’t my carer do?

We are not able to give injections or change sterile dressings. In addition, we cannot carry out tasks, which are likely to cause risk to either the person we provide care to or to the Care Wyvern carer. Tasks will be agreed with you in advance. Any changes to the plan can be discussed with your Care Wyvern.

How much will my care cost?

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

We may be able to help you with any external costing queries

We will send you an invoice once a fortnight. You can pay via cheque, BACS or set up a standing order payment. The invoice will be sent in arrears.

 

Out of Hours Support

Our offices are normally open from 9.00 am to 5.30 pm Monday to Friday. Aside from this, we operate an out-of-hours emergency service, which is manned from 5.30 pm to 09.00 am. The number for is provided on all Care plans so you have the reassurance that someone is there on the end of a phone to assist with any emergencies about your care.

We provide Out of hours service through the year including Christmas, Easter and Bank Holidays.

 

Don't just take our word for it...

The management staff are polite, approachable, helpful and any concerns noted. The care staff are well trained and caring and treat clients with dignity. Leading us to the death of my father, Care Wyvern staff were supportive, understanding and willing to adapt to the changing needs and medication requirements he had. They are also supportive and encouraging to my mother who is a dementia sufferer and I want the care staff she has come attached to, to continue to deliver personal care to her in her widowhood.

Mrs H

I would like to compliment Care Wyvern as they are motivational and have helped me, as previously I used to feel scared but they will give me time to talk and have discussed with me thought patterns, changing the way I think into a positive and achieving attitude.
Care Wyvern are very caring and they make me feel wanted and they are very helpful when I am ill, which is the time when I really need them.
They are more motivated to help when I am sick. I think the world of Care Wyvern.

 

Mrs D

Our aunt (100 yrs) was treated with intelligent care and respect despite her being awkward on occasions. Although Care Wyvern only assisted for 1 month we were very pleased and had she not had to go into residential care would have been happy and continued with Care Wyvern. The office staff were excellent every time we rang.

 

Mrs D

The carers who come and prepare food and talk to my mother are all very kind, caring and professional. They leave a note of what has happened during their call, so I can see when I come in if anything unusual happened and how my mother was.

The supervisors are very helpful and supportive and rectify any problems quickly. My mother has dementia and is treated with great respect and gentleness by all the staff. I feel confident that she is in safe hands with them and that they will contact me if there’s anything to do with my mother’s care that I need to be made aware of.

Mrs H

Professional yet loving care. Liaised well with the family

Mrs R

I was completely satisfied with the carers who came to me over five days. They were punctual, polite and caring.

Mrs A

Have had first class help from my carer. Sorry to say goodbye to her.

Miss C

My mother receives fantastic support from Care Wyvern, many of her helpers became good friends. The ability to change care plans quickly from 1 or 2 visits a week to every day was really good. Excellent staff.

Thank you for helping my mum.

Mrs L