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0845 600 3669

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Frequently asked questions

At FirstCol we get asked lots of questions by people who are thinking of using a Homecare service or thinking about working in Homecare. You’ll find most of our Frequently asked questions here, please take a look through:

1. How much will care in my own home cost?

Our prices are very competitive, with no minimum amounts or call-out rates. You only pay for what you need. Before agreeing a service with you, we will discuss a detailed breakdown of the services to be provided and the price we will charge.

2. What does care in my own home include?

Our services are tailored to your individual needs. We offer a full range of personal care, including help with washing, dressing and medication, as well as domestic help, such as cleaning and light housework. Our carers can also help you with shopping and escorting you to appointments. You tell us what you need and we will discuss with you how we can meet those needs.

3. Is the agency registered with a governing body?

Yes the agency is registered with CQC and has met all the outcomes.

4. What checks are carried out on the agency?

The agency is checked and regulated by CQC ( www.cqc.org.uk) we are bound by their requirements. We are audited and approved by West Sussex County Council. In addition we are audited by BSI (British Standards Institution) in relation to our Quality Management System, for our ISO 9001:2008 Accreditation. We also welcome any clients, local authorities or trusts who may wish to conduct their own audit of our service either before or during a working relationship.

5. Do I have a say in my Care Package?

At every opportunity we will involve you in all aspects of your care package, ensuring we meet your unique and specific needs and requirements.

6. Will I have the same Homecare Support Worker?

Where possible we aim to provide continuity of care, so we will always look to provide you with a regular carer or carers depending on your care package.

7. What happens if my needs or requirements change?

Through regular reviews and assessments we can monitor any changes in your needs and requirements. However, if at any point you wish to amend your care package then just let us know and we will do everything we can to assist you.

8. Are all your staff checked and are references taken?

Yes! All our staff will go through a robust selection and recruitment process. New Homecare Support Workers will only go out on calls when background checks and criminal records checks have been completed

9. What are the arrangements if a member of your staff is sick or absent?

If in the unfortunate event a member of our staff is unable to attend work at the last minute due to sickness or another permitted reason, we will endeavour to get another member of staff to you as soon as reasonably possible. We will make every effort to ensure your shift is covered without any inconvenience to yourselves. We are able to ensure your care will be covered by utilising our First-In team in cases of Emergency.

10. What are the procedures for cancelling the supply of Care?

Our cancellation procedure is clearly outlined in our Terms of Business which is provided to every client and is readily available upon request.

11. Under what circumstances may FirstCol cease to provide services?

It is extremely unlikely FirstCol would cease to provide care services to any client and the circumstances would have to be extreme for this measure to be considered or executed. The reasons that this measure would be considered are outlined in our standard terms of business, available upon request.

12. How do I register as a client?

Please give us a call, send us an email and we will call you back or use the contact form on the website. If you are interested in registering for our Emergency First-In service please register your details on the form provided within the website. We look forward to talking with you!

13. What checks are done on agency staff?

All FirstCol staff go through a stringent recruitment and vetting process. Every staff member is interviewed by a qualified professional in their field. All right to work checks are completed for every candidate without exception. Every successful applicant is CRB checked prior to them attending to work with you, and also we require two satisfactory references to further ensure suitability to work.

14. What training do your staff receive?

Every member of the FirstCol Homecare Team takes all mandatory training, and Homecare Support Workers working within our Specialist services have supplementary training in order for them to become specialists in certain areas. Our training is provided in house by our sister company Safe Response Training so we can ensure every member of staff has the most up to date and quality training currently available.

15. Do you employ staff from overseas?

Yes we employ staff from all over the world. All staff must have the relevant qualifications and training along with the right to work. We insist on a good level of spoken English from all our Homecare Support Workers however should you require a Homecare Support Worker who speaks a native language to yourself we will endeavour to meet this request.

16. What are FirstCol Payment Terms for Homecare clients?

Fees are payable weekly, in arrears and are due within 7 days of the presentation of the invoice.

17. Can we pay via Direct Debit?

Unfortunately we are unable to accept direct debits at this time. However should you wish to set up a standing order for your accounts we will happily accommodate this.

18. What are FirstCol's principles and how do they assure quality?

FirstCol is an ISO 9001:2008 accredited company operating an audited Quality Management System. Through this we deliver value and present ourselves as a strong contender in providing Home Care services delivered to International Standards. Through our ISO 9001:2008 accreditation, we have committed and aligned our company to quality objectives ensuring delivery of high quality care to all our clients.

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