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Frequently Asked Questions

  • How do I arrange a service?

    You can either telephone our offices +44 1423 871003 or complete our online contact form and we will be in touch with you. One of our managers will arrange a convenient time to visit you in your own home to discuss your requirements and the services we can provide. A care plan will be jointly devised with you. At all times we will listen to your needs and take into consideration everything and everyone that is important to you.

  • Can I have a home carer on a weekend?

    Yes – We work 365 days a year providing services. As well as day/evening work we also provide waking nights, 24 hour live in care and holiday/respite cover.

  • Can I book a regular visit?

    Yes – We work 365 days a year providing services. As well as day/evening work we also provide waking nights, 24 hour live in care and holiday/respite cover.

  • Web portal

    We are able to provide a web portal that can be accessed remotely from your own home or your relatives where you can access and view your care schedules, see who is attending your visit, book and amend visits and send messages directly to the rota coordinators. We are currently developing this so you can view your current care costs.

  • Are all your staff vetted, trained & approved?

    All our carers are carefully selected and have been checked against the Disclosure Baring System (DBS). We obtain two employment references and one personal reference. A wide variety of training is included in a comprehensive induction process which includes time spent shadowing experienced carers within practice. All our carers are fully insured. We ensure we employ the right people to support your loved ones.

  • What if there's a service not on your list?

    We aim to provide services that you require. However, if there are additional services please contact us to discuss your requirements.

  • Where are you based?

    We are based in ​our purpose-built office on Grove Park Court. It is wheelchair accessible and has parking available. We have a full onsite training room and a satellite office in Thirsk, North Yorkshire. This is also wheelchair accessible and hosts a mobility and equipment showroom, selling adaptations, wheelchairs and incontinence aids. We have recently (June 2019) opened an office in Sutton-under Whitestonecliff, which covers Thirsk and Ripon. The office is within the local community and is situated next to the Old School House.

  • Service provision area

    We provide services in Harrogate, Ripon, Thirsk, Huby and Knaresborough. We provide services in Giggleswick, Clapham, Bentham, Ingleton and surrounding areas. If you are unsure if we cover your area please ring to confirm.

  • Will the carers respect my dignity & privacy?

    All carers are trained with in this important area.The promotion of your dignity and respecting your privacy is fundamental to the care we provide. We will at all times take this in to account and listen to your needs and wishes as an individual. We care about you and the care and the service you receive.

  • I am independent in some things but need assistance with others, is this a problem?

    As a company we focus on promoting your independence and recognising the importance of developing and fostering independence. We will support you as an  individual to achieve and work towards your goals and aspirations no matter how small. We will ensure that we provide just the right amount of support to you. We will liaise with other health and social care professionals to obtain equipment and advice on your behalf

  • How can I pay for the service?

    You will be invoiced monthly and payment can be made via online banking, cheque or over the telephone with a card reader.

  • How can I give feedback about your service?

    Your feedback is essential to developing and shaping our service. You can either contact our offices and speak directly to a manager, complete our online contact form or write to us. We really would like to hear from you. We also have a Service user forum where we meet regularly in local coffee shops for a natter and to talk through any relevant topics.

  • Complaints

    We encourage and support a culture of openness and ensure all comments and complaints are listened to and acted upon. We want to know of any concern, dissatisfaction or worry however slight. Only by being informed can we take steps to rectify the situation.

    If you feel unhappy with our investigation outcome you can refer your complaint to the Local Government Ombudsman. Our service is registered and regulated by the Care Quality Commission.

    Local Ombudsman – Telephone: 0300 061 0614 – Local Government Ombudsman, PO Box 4771, Coventry, CV4 0EH

    Care Quality Commission – Telephone: 03000 61 61 61

    North Yorkshire County Council -Telephone: 01609 536753

  • Do you offer bespoke care services?

    Here at Continued care we are an experienced and successful, award winning management team who hold a wealth of varied knowledge and experience from within the health and social care sector including Nursing, Learning Disability and teaching. With our bespoke service we aim to be honest and open when discussing our capabilities to deliver a service within your own home. We have successfully supported clients to return home from Residential and Nursing Homes and have managed the complex nature and plans involving close liaison with families, social care, District Nurses and GPs. This includes providing 24 hour 1 to 1 care and overnight care.

  • My relative has Dementia and lacks capacity, can they remain supported at home?

    Yes absolutely, we will support and encourage your relatives independence choice and control in order to remain living at home safely. We will provide the right amount of care and support required. We are able to refer in to the local advocacy service and ask for them to be involved with all your relatives care arrangements and support in attending meetings and reviews. We work closely with the council in planning care that meets needs. As a service our carers are experienced in supporting clients with  short term memory problems and Dementia and work with voluntary organisations to provide as much support as possible. From a management perspective we recognise and appreciate that we cannot limit all risks but we can acknowledge and put in place steps that can minimise risks of living at home. We will plan and provide care that is supportive and encouraging.

  • Is a power of attorney needed?

    A Power of Attorney is a legal document that allows one person to act for another person. They are becoming much more relevant in Health and Social Care. As an organisation we ask for copies of them to be held on file. There are two types of Power of Attorneys that we look for , property and financial affairs and Health and Welfare. They can be completed online or via a solicitor and a charge is made. Power of Attorneys are useful in that they ensure that we can come to you to advocate on your relatives behalf and ensure when a diagnosis of Dementia is in place you can advocate on their behalf.

  • Our community involvement & engagement in projects

    Our staff live and deliver services within their local community and, as such, supporting our communities is important to us. We work with and contribute positively to local charities and organisations. Read more about our corporate social responsibility here.

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