Get support at home

If we commission care for you it will be available from 7am to 10pm. 

The number of visits you get will depend on how much care you need. You can receive care at home at these times:

• 7am to 10am
•  9am to 11.30am
• 11.30am to 2.30pm (lunchtime)
•  2.30pm to 4pm (teatime)
•  6pm to 10pm

You may need care at specific times for certain tasks, for example to take medication, to attend a day centre or for pressure care. 

Your social worker will agree with you or your representative the different time slots available to you. 

Your actual time slots are agreed with the providers when the care is arranged.

Care providers cannot change your time slots on a day-to-day or week-to-week basis. 

Any changes to your time slots must be agreed with you. Care workers will try to visit you at the agreed time.

Because they have to travel between visits to other residents, they may sometimes arrive late. 

If your care worker is 30 minutes late and the care provider has not called, call the care provider’s office. Their number will be in your care log book.

If a care worker is regularly late, it's the provider’s responsibility to review their care worker rotas. They should speak to you or your representative about this.

It’s also the care provider’s responsibility to make sure that your care at home visits are spaced out throughout the day. This is to make sure your needs are met, for example pressure care is provided to you at the right times.

Unless it says differently in your care plan, if you’re scheduled to receive:

• 3 care visits a day, there should be at least a 3-hour gap between each visit
• 4 care visits a day, there should be at least a 2-hour gap between each visit

You cannot combine visits into 1 visit under any circumstances. 

Speak to your care provider if you want to change your care at home visit times. 

The care provider will discuss the changes with a social worker first before agreeing on any updates to your care plan and delivery schedule.