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Can I choose which carers come to visit me?

We always start any caring relationship with an initial free home visit. An in-depth chat is the best way to get to know your needs and preferences, so that we can then match you with a suitable carer. We strive to create a good match from the start, because a steady and trusting relationship is important. Feedback can help to fine-tune the process if anything needs to be changed. We hope that your carer will become a valuable asset, and someone you trust. We understand how important it is to feel comfortable with who you invite into your home.

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.

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

All of our services are bespoke - we carry out an initial home visit to discuss what your wants and needs are, and then create a care package based on those. As we are completely flexible, we can then add or remove services as your situation changes over time. As a guide, you can view some of the options within our "Home Care" pages on this website. What we offer is very much based on exactly what you require, and we won't start delivering care unless we have your full agreement.

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 that everything is to your liking and up to a high standard. You can call at any time to request a supervisor's visit if you believe things are not going according to plan, or if you wish to make changes to your care arrangements.

How much will care cost?

In most cases, we should be able to give you a guide during our first conversation over the phone. But, as our care is bespoke and responds to your needs and wishes, it is not possible to give a more exact figure without an initial home visit to identify exactly what care is needed. Call us to make an appointment, and we will come to see you to discuss the best solution. Our bespoke service also means that costs can vary with the level of care needed at different times. Care within your own home is typically more cost effective than moving into residential care.

How do I know when to begin organising care for a relative?

This is very much up to the individual, but it's always worth giving us a ring to discuss the current situation. Researching the local options, and planning what you would do in advance of any urgent needs, is always helpful to provide peace-of-mind to families. You can then be clear on what can be offered should the need arise. The situation can change at any time, and we can organise the appropriate level of care for your relative at short notice - either living in or visiting. For instance, your relative may have a fall or need to go into hospital, in which case we can provide short term convalescent care at home to help them back to their former health.

Many families start by arranging simple domestic help such as shopping and cooking. The companionship of having someone they trust popping in regularly can also be a boost to your loved one's morale. All of our carers are trained to watch out for changes, and they will share feedback with the managers at K2 Care, who will continually be in touch with the wider family.

What if my carer doesn't show up on time?

We use high-tech monitoring systems to check when carers are visiting, so that we can ensure that your loved one is being cared for at the agreed times. If there is an unavoidable delay, everyone is kept fully informed.

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

All of our care workers are thoroughly trained and then supervised for the first few times that they visit people in their own homes. We then make regular spot checks to carry on this supervision. We also carry out Criminal Records Bureau checks (Disclosure and Barring Service checks) as a safety precaution.

When your care package starts, we'll be in touch during regular intervals to check that all is going well. Every one of our clients is phoned and visited by our experienced managers. Please let us know if you have any concerns or feedback about the care that you receive.

We like to hear from our clients so that we can make sure that we are doing what is needed and expected - as well as going above and beyond where possible.

What happens when a carer is sick or on holiday?

Continuity of care is important to us. We will always introduce you to more than one carer so that a friendly, familiar face is available whenever you need. In the unlikely event that no one is available, we will inform everyone concerned at the earliest opportunity, and will let you know who will be coming to your home instead. The replacement carer will always be trained and vetted to the same high standards. Our call monitoring system allows us to have information on all care visits, so that we can see who is being visited when.

What is an enhanced Criminal Records Bureau/Disclosure and Barring Services 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/DBS 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 experienced care team. 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 you to remain 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.

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 relative stays independent in their own home for as long as they choose.

Can you help me to talk to my loved one 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 advisors, 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 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.

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 client's needs in various ways, available to read more about on our "Home Care" section of the website.

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The Care Quality Commission (CQC) are the independent regulatory body for health and social care services in England. They visit us periodically to monitor, inspect and regulate our services, checking that they meet fundamental standards of quality and safety.