Home Care and Support

Your questions answered

We know you’ll have questions. We’ve tried to answer some of the most common questions here.

Q: Will I have the same care workers?

A: If your care company has changed then there is a possibility that your care workers may be different. Your care company will let you know who your care workers will be.

Q: I receive social care and I like my care worker but if my needs change and I am assessed as needing health care will my care worker change?

A: As your care company is now providing social and health care they will ensure that your care workers have the skills and capability required to provide your care to the highest level. This may mean that your care worker receives special training to continue supporting you if your needs change.

Q: What happens if my needs change?

A: You can request that your social worker or nurse assessor review your care package at any time if you think your needs have changed.

Q: Will the changes mean I am paying more?

A: No, the changes will not affect how much you have to pay as a contribution to pay for social care and if you receive care because of your health needs this is free.

Q: How can my package hours be used flexibly?

A: Your weekly hours will be allocated across a four week period. If you use less hours in one week you can use more in another week in the same four-week period. The examples in this booklet explain this.

Q: What if I use all my care package hours but then there is an emergency and I need some extra time?

A: You will be able to use a small amount of extra hours each week to cover any unexpected situations. This is up to 20 percent of your weekly  hours or seven hours, whichever is the lowest.

Q: How can I be assured that my care workers will arrive at the times I have agreed?

A: The contracted care companies use a ‘call monitoring system’ that records the start, end and length of the call. If the care worker arrives late or not at all, then this alerts the care company who will then work to resolve the matter.