Last updated:
23rd October 2024
Receiving the right care for your needs
When contacting a care agency to discuss your care needs and support package, it's essential to ask the right questions to ensure you receive the appropriate care and feel confident in the service provided. Below are some questions you might consider asking:
Ensuring quality of service
- Is the agency registered with the Care Quality Commission?
- what is their CQC number
- what is their quality rating
Check this information on the CQC website or ask the agency to provide you with evidence.
- Are the following checks carried out on all staff:
- Disclosure and Barring Service (DBS)
- Right to work in the UK
- Does the care agency have a complaints procedure in place?
- Is it available on their website?
- Does the care agency provide a written agreement of service terms?
- How does the care agency ensure quality control and monitor the level of care being provided?
Receiving the right care for your needs
- How does the carer agency match you with a carer?
- Does the care agency have staff who can communication using:
- Makaton
- British sign language (BSL)
- How do the care staff support individuals with specific conditions:
- Learning disabilities
- Visual impairment
- Hearing impairment
- Non verbal
What happens when circumstances change
- How will you be notified if your regular carer cannot attend due to sickness?
- Will you be informed of your carer's replacement when your regular carer is on holiday?
- Would they be able to accommodate additional visits, if needed?
- If so how much notice would they need?
Health and Safety
- What protocols does the care agency have in place for infection control? For example in regard to COVID-19 or other health risks
- How does the care agency ensure the safety and security of clients in their own homes?
