Home care services
Information and standards
Quality of service
All Home Care staff are bound by rules of confidentiality and will not discuss your affairs with anyone else without your permission. They will always respect your privacy and dignity. They will not make sexist, racist, ageist or other offensive remarks to you and expect to be treated well in return.
A Home Care Satisfaction Survey is carried out every year. This is sent by post to people who use Home Care in Calderdale. By filling this in and returning it, you will help to monitor and improve the service.
All Home Care services are registered with the Care Quality Commission|
(CQC). CQC carries out inspections every year. Ask your service provider if you'd like to see a copy of their latest inspection report.
All Home Care staff wear a uniform and carry an identification badge. If you have any doubt about who they are, always ask to see the badge.
Availability of services
Most Home Care services are provided between 7.00 a.m. to 10.00 p.m., but services may not be available at exactly the time you would like. There are teams that work from 9.30 p.m. to 7.00 a.m. this is the Out of Hours Home Care Service.
Charges for Home Care
There are charges, but what you pay will depend on your financial circumstances. To make sure your charge is at a minimum, social care staff can visit you at home and carry out a benefits check and financial assessment. To find out more see Charges for services to adults.
Complaints and compliments
It's good to hear when you are particularly happy with a service or Home Care staff member. Please tell your Home Care service provider using the numbers they have given you, or tell the Adults, Health and Social Care's Complaints Manager on 01422 363561.
Your Home Care should be right first time, but if not we need to know. You'll get an apology and action to put things right as quickly as possible. If you are unhappy with the service you have received, please first tell your Home Care staff member or Team Leader, or ring your Home Care service provider using the numbers they have given you. There is also a formal complaints procedure through the Complaints Manager (01422 363561).
Other important points
- If you are not going to be at home, or if your circumstances change, for example you go into hospital or go to stay with a relative or friend, please tell your service provider as soon as possible so that your home care workers don't call. If you do not tell us then they will call and become worried when you don't answer. Use the phone numbers your service provider has given you.
- If there is an emergency then ring the number that your service provider has given you for such eventualities, but if all else fails the Council has an emergency number for use out of office hours - 0845 1111 137.
