Your Questions Answered
These are some of the most frequently asked questions that we get from people enquiring about our homecare services.
Will I get the same person at the same time each day?
At Candlelight we understand how important this is to you and to our staff. We will endeavour to provide consistency of care, only replacing staff through sickness, holiday or at your request. We always do our best to maintain times of visits wherever possible and you will be notified if there are any changes.
Will I be able to afford it?
One of our care managers will visit you to discuss your care needs and once your requirements are known, costs can be assessed. Each case is individual and it is your choice whether you accept all or part of the care plan suggested to you. Candlelight can help with the paperwork relating to any benefits or other assistance that you may be entitled to.
How much will it cost me?
Costs vary slightly from county to county but in all cases they will be made clear at the outset. There is no VAT and mileage charges are included for all but the most exceptional circumstances and these would be agreed in advance. You may be eligible for some financial support from Social Services (subject to assessments) and in some circumstances from the PCT (Health Service).
How are your tailor-made services defined?
Our professional, friendly managers will visit you to assess your personal situation and discuss your requirements. It is not a one-style-fits-all service, you choose the services you require.
Is Candlelight just an employment agency?
No. All our staff are employed by us and subject to rigorous pre-employment checks and training. The only exception to this is Candlelight24, our live-in care service who provide highly qualified self-employed carers.
I am letting your staff into my home - how can I be sure of my safety?
- All our employees have to go through an interview selection and full training process. They are checked through the Criminal Records Bureau and against the Protection of Vulnerable Adults register before being deployed. Their references and past employment history will have been checked. All these checks need to be satisfactory before we allow them into your home.
- Candlelight is regulated and inspected by the Commission for Social Care Inspection and has to conform to the requirements of the Care Standards Act. Carers are subject to regular supervision visits and appraisals.
- The Company has a Quality Assurance Manager to ensure that all company policies and procedures are adhered to in practice.
- All our staff wear a uniform so are easily recognised
What happens if I go away – do I still have to pay for the service?
If you are going away for any period of time the service can be temporarily suspended, as long as we are given notice.
What if I cannot open the door to let in the carer?
If you are not able to answer the door yourself to let in a carer, we would recommend a Keysafe or Code. Depending on the area you live, our Candlelight handyman might be able to fit one of these for you!
Can you provide care for short periods to cover respite for family carers?
Yes. We can provide care for relatively short periods. Every case has to be assessed, but we will help where we can.
What are your terms and conditions?
All our clients receive an Information Booklet with contact details, aims and objectives of the service, cancellation terms, our complaints procedure and rights and responsibilities. If you would like to see a copy of our terms and conditions just contact us and we will send them to you.
