Frequently Asked Questions

How do I arrange a care service?

You can arrange a care service, by calling us on 01425 276208, emailing, or use the online enquiry form. We will then arrange a time to visit you in order to discuss ways in which we are able to help, once you have had time to consider the options, you let us know and we will do the rest!

What tasks will my community care worker carry out?

Once we have worked with you to develop a suitable package of care, we will provide a support plan which will include all the tasks that the community care worker completes for you on each visit. Care plans can evolve, adapt and change depending on your needs at that time, our systems are electronically based, therefore immediate changes are put in to effect straight away, meaning, you or your loved one, gets the most appropriate care at that time.

Is there anything that my community care worker is not able to do?

All tasks are established prior to the delivery of care, we are unable to give injections, dress wounds with sterile dressings, confirm medical treatment, prescribe medication, take blood samples for testing.

Will I have the same community care worker each day?

Depending on the level and frequency of care you require, will depend on the number of community care workers involved. We aim to keep to no more than 3 different carers within the 7 day week, this is so we can ensure you build relationships, confidence and trust, but are also covered for times when employees have holidays, days off.

What about my personal security?

Every employee of Alesco care services, has a DBS- this is a complete check of an individuals criminal history, previous employment references, alongside this, they complete a robust induction, where they are assessed through training and supervision as to there suitability for the role.

How do I pay for my care?

Services are paid in arrears monthly. We will send an invoice, for the previous month, this will list all the visits you received along with the length of time and the carer who attended. Once you have checked the invoice, and are satisfied, you can arrange payment, via bank transfer or direct debit.

How much does the service cost and can I get any help with the fees?

Prior to the start of your service, we will provide you with the cost involved, all services are calculated on a time basis and there are no hidden charges, all rates are inclusive of petrol allowance, rota services and any administration task completed by the office on your behalf. We do operate a call out service, for example if you have a careline, and require assistance outside of your care times, we can arrange urgent assistance regardless of the time, so you receive immediate help from a friendly face and where further medical assistance can be arranged if needed.

What happens when the office is closed?

Our services run for 24 hours, 7 days a week, the office is open Monday to Friday 09:00 am to 17:00pm, outside of these times, we operate a telephone system, which is manned by a senior team member. If assistance is required outside of the office hours, all you need to do is phone the landline number this will connect to the out of hours mobile, you will also be given a mobile number for emergency assistance outside of the office times.

What safeguards do I have?

Alesco care service are governed by the Care Quality Commissioners, local registration body in which we operate. These bodies set the minimum standards by which we operate, however in every case we seek to exceed these minimum standards by a significant margin. We are also full members of the United Kingdom Home Care Association (UKHCA). Both of these bodies have standards which set out how we should operate. We also carry Public Liability insurance (£10million).

What training and experience does the community care worker have?

This is dependent on each individual employee, we have a varied team, some with many, many years of experience some which are completely new to care, and some who have worked in care for 2-3 years. All employees complete our own induction process, are trained in all mandatory training requirements and must reach the desired level of qualification in the training to continue- those new to care completely must complete the Care Certificate, and we encourage, support and fund all our employees to complete an NVQ in health and social care. We are fortunate to work with one of leading training providers nationally Twynham Training, who will deliver client specific and bespoke training at request- in order for us to deliver a completely bespoke service.

Who can see my information?

Access to your information is limited to individuals involved in the provision of care. However, personal files may be reviewed as part of the inspection and regulation process. If you or your representative wishes to see your file, it will be made available upon request. We are registered with and comply with the regulations under the data Protection Act 1998.

If I am arranging care for a relative what kind of feedback will I get?

We maintain regular contact with family members on an on-going basis. If there are any emergencies or problems that arise you will be notified immediately.

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