Frequently Asked Questions
1
What areas do you cover?
Care Herts currently covers Welwyn Garden City, Hatfield, Hertford, Welwyn Rural, Potters Bar, Welham Green, Brookmans Park and Essendon areas.
2
What type of services do you offer?
We offer comprehensive care services, including help with daily tasks such as bathing, dressing, grooming, and mobility; specialist dementia care that ensures safety and emotional well-being; round-the-clock live-in support for ongoing companionship and assistance; short-term respite care to give family caregivers a break; and post-operative home care to aid recovery and minimize the chance of hospital readmission. You can find out more here
3
Who are our services for?
Anyone who needs a bit of extra support. Whether it’s due to age, health issues, or recovery. Every plan is customised to match your preferred routine, goals and needs.
4
How much does home care cost? and how do i pay?
We provide our full charges to our customers and/or their representatives as part of their terms and conditions of business. You will receive this during your initial enquiry. There are no hidden fees, and your service will be fully costed and transparent before your service begins. We won't go ahead with the service without your consent.
You will receive an invoice in line with your confirmed instructions, which you must pay within 7 days. Methods of payment are included in your terms and conditions. However, we typically request a direct debit or payment by bank transfer.
5
What are the benefits of domicilary care?
Homecare enables clients to stay in familiar environments, enhancing comfort and security through personalised, flexible support. One-on-one attention provides individualised care that improves quality of life. This approach promotes independence by allowing clients to manage their daily routines and helps reduce hospital readmissions by supporting recovery and long-term health.
6
What do you expect from your clients
We value our team and are legally responsible for their health and safety. We do not place team members in situations involving avoidable risk, harassment, or intimidation. If you receive live-in care services, please note that we have additional requests. For details, visit our live-in care services page.
7
How frequent is our cre reviewed and can we make changes?
We check in with you regularly to review your care and support plan, making sure we know what is working well and what you might want to change. This review usually takes place every six months, but we can do it sooner if needed. Our care assistants follow the instructions in your care plan and are not able to do other tasks. If you want to make changes to your care and support plan, please call our office at 01707 386106 and someone from our team will come to see you.
8
Will i have the same care assistant(s) for all my visits?
This will depend on your specific care package. If you require multiple visits each day or week, it may not be possible for the same care expert to attend every time. Care is delivered by a team, and we will introduce your team to you at the start of the service. We ensure our care experts have time to rest, take holidays, or recover if unwell. We closely monitor your service to provide a consistent team or individual whenever possible.
9
What happens if my regular care assistant is away?
You can rely on our services. We will minimize the number of care experts visiting you to ensure consistency. Each care expert will introduce themselves and will be fully briefed, so you will not need to explain their tasks.
10
What happens if my carer is late?
Care visit times are approximate and may vary by up to 15 minutes from the scheduled time. If your care assistant has not arrived within 15 minutes, please call us at 01707 386106 so we can check on the situation and ensure the care expert’s safety. We monitor visits in real time and will usually contact you first to apologise and provide an update if there is a delay.
11
How do i cancel or terminate your services?
If you cancel a care visit with less than 48 hours’ notice, we may charge all or part of the fees for that visit. We will minimise costs where possible and provide a detailed breakdown of any cancellation charges. Either party may terminate the Agreement at any time by giving at least 28 days’ written and signed notice.
12
How will you keep me safe?
We take great care in choosing our team and make sure all checks are done before anyone starts work. Every care assistant is fully trained to do their job safely and to spot signs of abuse. They are always ready to listen to any concerns you may have about your safety. We have clear steps in place for reporting and handling any worries about abuse with care and respect. Care assistants must report any concerns, accidents, or serious incidents to their manager. Our managers and supervisors are always on the lookout for hazards, risks, or signs of abuse, and they act quickly and professionally if anything arises. As a regulated service, we work closely with the local authority and our regulators to report anything unsafe or abusive. If you or your family have any concerns about possible abuse, you can talk to our management team, the local authority, or the Care Quality Commission.
13
Can you support me with my medicine?
Our team provides safe, effective support for your medication needs. Our medication policy ensures you receive the correct medicines, in the proper manner and at the appropriate time. These procedures protect both customers and staff from risks associated with medication mismanagement.
14
Customer property safeguards
For security reasons, we do not hold keys to customers’ homes. If your home requires special access arrangements, please use a key safe.
15
Health and Safety
We are committed to fulfilling our legal and ethical responsibilities to protect the health and safety of our team and customers. Before providing any service, we conduct a risk assessment and collaborate with you to ensure safe delivery, and we document this in your care plan. If necessary, we may delay service until suitable equipment is available to reduce risks. Our care assistants use disposable gloves and aprons to minimise the risk of cross-infection.