Deciding on what type of care you or your loved one need can be a daunting task. In an ideal world, we would want time to plan and gather information to weigh up options. For many, it can be a decision to make quickly, due to an unexpected illness or injury and as such, there can be time pressures on finding the right care solution. We understand, therefore, the importance of providing a clear and straightforward care management process.
Care Matters is a friendly, family run North East based care company we are here to guide you through the care management process and help you every step of the way.
The Simple Steps To Organise Care
Initial Telephone Call
Your first point of contact is likely to be a telephone call into one of our local offices.Our friendly knowledgeable team will ask questions to gain an initial picture of your care situation, recording details on an Enquiry Form.
We can help answer questions about what care is needed and how we can help, and give some idea on likely costs involved. Care Matters being a local company can respond as quickly as you need us to.So if you need care arranging for tomorrow – or next month – we can be fully flexible! Contact us here
The next step would usually involve a visit to the home/hospital/care home* environment to continue the open discussions about the care needs most relevant for you or your loved one.
During this visit, we would look at the home environment and carry out a risk assessment to fully understand how we can best support. We might talk through start dates and regular call dates and times. A senior member of staff will be responsible for this key part of the process, and detail in full every requirement and aspect of the process, so that care staff have a comprehensive understanding of your needs.
At this moment in time, due to COVID restrictions, we would ideally do as much of this part of the assessment as possible over the phone.
We will complete some paperwork to record all the relevant details of the care support required and this will form part of the Care Plan document.Care Plans are unique to each individual. They become a detailed working document which logs everything we need to understand about how we deliver care to you or your loved one, from personal information to preferences about how you want to be cared for.The home visit will last around an hour.
"To the Care Matters team, you are wonderful! With my grateful thanks for the kind and helpful way you cared for Stuart. You all helped ease a very difficult situation."
CQC Inspection Report, Darlington Office, 4th February 2019
"They make me feel special, they never say no. If they can do it, they will. They go above and beyond, this Company is one of the best."
CQC Inspection Report, Stockton Office, 22nd Feb 2019
The Ongoing Care Management Process
New Service Review
In the early weeks of any new service, we regularly check to ensure that we are providing our care support in the best possible way.We ask for regular feedback from you and your loved ones, so that any service changes can be made as soon as possible. This continual review is an essential part of any new service and forms a critical part of ensuring our service is a great success.
A formal six week review will take place with you or your loved one, and any family members or friends you wish to be involved. We will openly discuss how our care support services are going, seek feedback and respond with any service changes to ensure we are meeting the objectives set out in the Care Plan.
Ongoing Care Management Process – Continual Improvement
The opportunities to review and reflect on our care services don’t end here of course. We operate a policy ofcontinual improvement at Care Matters and we conduct regular and ongoing (formal and informal) reviews of our care at home services with our Customers, Management and Care teams.
Ending the Arrangement
Naturally, we hope that our care services provide everything you are looking for. However, we understand that for a number of reasons, you may wish to discontinue with the care at home services we provide. You are free to do this at any time and no cancellation fees will be incurred.
"Care Matters provided a personalised service that matched each person’s individual needs"
CQC Inspection Report, Darlington Office, 4th Feb 2019
"Staff displayed caring attitudes towards people and understood the importance of maintaining people's dignity"CQC Inspection Report, Stockton Office, 22nd Feb 2019