FAQ

Frequently Asked Questions

I AM NOT SURE WHAT I MAY NEED. HOW WILL THAT BE DECIDED?
With every new client we complete a comprehensive assessment of their needs. We collaborate with you to decide what we can do to be most helpful. Our main focus is to ensure your autonomy throughout the process and to allow you to have ownership over the care you receive.
HOW LONG ARE YOUR CARE VISITS?
Our visits can be as often as you need and for any length of time you require, starting from as little as half an hour. Some people might need assistance several times during the day, whilst others may only just need a shopping visit once a week. We work around what you need.
WILL I GET REGULAR CARERS?
We know how important it is for you (and our staff) to have your care delivered by the same small team of people, so we will always do our very best to provide this. However, there will be times due to staff holidays, sickness or other reasons out of our control that mean that this may not always be possible. In these cases, we will inform you of any changes in advance.
WHO REGULATES YOUR SERVICE?
As a registered CQC organisation, Star Homecare Services Limited complies with the Care Quality Commission (CQC) who regulate, inspect and review all adult social care services in the public, private and voluntary sectors.
WHAT TRAINING DO YOUR STAFF HAVE?
We value our care staff and we place a very high importance on training and communication. We invest heavily in this to ensure our care staff have the skills and knowledge to enable you to get the best out of your service. We have an excellent internal training department to deliver our courses, and all our new staff have a full induction course followed by shadow training before they can visit you in your home.
ARE YOUR STAFF PROPERLY CHECKED?
Yes, your security is especially important to us. Our recruitment process is very thorough. Qualifications and employment history of applicants are always verified, and references are taken up. We check the background of all our staff through the Disclosure and Barring Service (formerly called the Criminal Records Bureau) plus proof of their identity and right to work in the UK.
COMPLAINTS AND COMPLIMENTS?

We welcome views from our clients and their families about our service, as these give us an insight into what we are doing well and where improvements could be made. So, if there is something you are particularly pleased with please do tell us. Likewise, if there is something that you are not happy with, please do tell us this as well. We also have an innovative client participation group.

We believe that feedback can help us grow. When we receive written compliments about specific care staff, we ensure these compliments are passed on as it is always very much appreciated. Should you wish to make a comment or complaint about any part of our service, we advise you or your representative to contact the Registered Manager in the first instance. This can be done in person, over the telephone, by letter or email. Every effort will be made to resolve the complaint and a full response will be provided back to you within fifteen working days. By law we are required to have a complaints procedure that you can request to see. This will give you full details of how to make a complaint.

Find the best carer for you today!