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Covid:19: We are here to help
We have experienced and dedicated Live-in carers offering various levels of support to help the elderly self-isolate comfortably and safely. Having 1 carer limits the amount of outside contact reducing the risk of infection. We can also access the dedicated shopping hours for the vulnerable and provide companionship in this time of uncertainty amongst other things. Why not email us on [email protected] or find your local branch on our contact us page

Frequently Asked Questions

We’ve compiled a list of questions and answers below from people who have been in the same position as you; to help you make the best choice when enlisting your care.

 

If you’d just like to find out more, or talk through your options, we’ll be happy to help.
Give us a call on 01923 252 401 or drop us a line using our online contact form.

What are your office hours?

Our office hours are 9am – 5pm Monday to Friday.

However there is always someone on call outside of these hours to provide assistance in case of emergency.

Just go to contact us to find how out who to call.

Do you employ your home care workers directly?

Yes we employ and are responsible for all of our care workers directly, we are not a franchise but a family run business who like to treat its employees and clients like family. 

What if I don’t get on with a care worker?

We will always try to find the best match for your individual requirements, and if for any reason you do not gel with the care worker allocated to you we will always do our best to find an alternative for you.

Will I have the same care worker all the time?

For live-in care clients, you will have a main care worker with a secondary care worker to provide cover if your main care worker is on holiday.

We will do our upmost to ensure you always have the same two people.

For domiciliary care we endeavour to provide a consistent rota of care workers, however this may consist of several care workers depending on the times and frequency of your calls.

Is there anything your home care workers are not allowed to do?

Due to health and safety regulations we are not able to undertake the following tasks:

  • Cut toenails
  • Lift clients not able to weight bear unaided
  • Remove / replace urinary catheters
  • Manually break medication pills in half / quarters
  • Carry out skin prick tests for diabetes
  • Any invasive procedures
Is Novus Care registered with the appropriate professional bodies?

Yes, as well as being registered with the Care Quality Commission (CQC) we are also member of the United Home Care Association (UKHCA) and Hertfordshire Care Providers Association (HCPA). Our most recent CQC reports can be seen by visiting www.cqc.org.uk

Will your home care workers take me out?

Yes absolutely, we encourage all of our service users to go out as much as they would like and our care workers are happy to accompany and assist you.  Prior to a care worker taking you out we will undertake a risk assessment to ensure that there are no health and safety risks that would pose a threat to you or our care workers.

How do I know the carer is trust worthy?

We take pride in the standards we have when employing our staff. They are rigorously vetted with a DBS check, along with the request 2 for professional references and one charter reference. We also continual update training and self-development for our carers.

Do care workers work on bank holidays?

Our service is available 365 days a year, even on Christmas Day if required, we work around your needs.

How quickly can a care package be implemented?

A standard package of care can be implemented within 48 hours, after the correct assessments and support plans have been implemented. However on the odd occasion an emergency care plan may be required and we can provide care the same day, and the assessments will take place within 2 days of the plan starting. 

How often will the care worker visit me?

Our carers can visit anything from 30 minutes to several hours, and range from daily to weekly – we will visit as much as you require. Live-in carers are available around the clock 24 hours a day.

How can I arrange a care package?

A standard package of care can be implemented within 48 hours, after the correct assessments and support plans have been implemented. However on the odd occasion an emergency care plan may be required and we can provide care the same day, and the assessments will take place within 2 days of the plan starting.