Frequently Asked Questions (FAQ)

Q
How do I arrange a care service with Deluxe Home Care?

A
Contact Deluxe Home Care and make an appointment for us to visit you for a chat about how Deluxe Home Care can work for you. We are happy to visit you at home to discuss ways we can help and then, once you have decided, you simply leave the rest to us!

Q
What if I don’t like my care package or want to make changes?

A
Our experience tells us that people’s care needs very often change. We therefore understand that care may need reviewing from time to time. This is why we carry out reviews on a regular basis and why we are pleased to hear from members of the immediate family about effective methods for delivering the care service for their relative.

Q
What tasks will my care worker carry out?

A
We agree a ‘Care Plan’ which details exactly what you have instructed us to do. This then becomes the work list for each day. Click here for details of the care services we can provide. As part of our on-going and unique relationship with pharmacies, we are also able to assist or administer your medication.

Care plans frequently evolve and we check regularly to ensure that the care we are providing is appropriate.

Q
Is there anything that my care worker is not able to do?

A
Once we have established exactly what you want on each visit, we will work to that list. We are not able to give injections or change sterile dressings. Also, we cannot carry out tasks which are likely to cause risk to either the person we provide care to or to the Deluxe Home Care worker. Tasks will be agreed with you in advance. Any changes to the plan can be discussed with your local Deluxe Home Care team.

Q
Will I have the same care worker each day?

A
This depends on how many care visits you have each week. We very rarely have just one care worker assigned to a particular customer. This allows for periods of time where your care worker may be away on holiday; however we do try to keep the number of your care workers to an absolute minimum.

Q
What about my personal security?

A
Every member of the Deluxe Home Care team has been through a rigorous vetting procedure before they start working with us. In addition, all staff will always be in uniform and carry a personalised identification card which shows their name, photograph and signature.

Q
How can I be sure that my care worker will stay the full period of the care visit and carry out all the tasks?

A
We take a considered and comprehensive approach to ensuring that your care service is exactly what is required. After every visit the care worker will write the details of activities undertaken during the visit in the care record (which is retained by the customer). In addition, the customer is asked to record their satisfaction by signing the care worker’s timesheet, which is returned to the Deluxe Home Care office each week for checking.

Q
How do I pay for my care?

A
We will send you a bill once a fortnight. If you wish to pay by standing order (to save you having to remember to write out a cheque) just let us know. Click here for details on how to pay.

Q
How much does Deluxe Home Care services cost and can I get any help with the fees?

A
We will put together a detailed plan for each customer which, as well as setting out the care to be delivered, also shows the weekly costs. Some people will be entitled to assistance with the cost of their care either from their local Social Services office or via other Government grants.

Q
What happens when the office is closed?

A
Our offices are normally open from 8.30am to 5pm Monday to Friday. Aside from this, we operate an out-of-hours emergency service which is manned from 7am to 10pm. The number for your out of hour’s service can be provided for your reassurance, with someone at the end of the telephone line to assist with any emergencies about your care.

Q
What safeguards do I have?

A
Deluxe Home Care is registered with the local registration body in each country in which we operate. These bodies set the minimum standards by which we operate, however in every case we seek to exceed these minimum standards by a significant margin. We are also full members of the United Kingdom Home Care Association (UKHCA). Both of these bodies have standards which set out how we should operate. We also carry Public Liability insurance (£10million).