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Frequently Asked Questions

Yes, we are registered with the Care Quality Commission (CQC), Care Standards Inspectorate Wales (CSIW) and the (SCSWIS) Social Care and Social Work Improvement Scotland. This ensures that we only supply our clients with the highest quality agency workers at all times. All of our accreditations cover our national network of branches.
Yes, a comprehensive Care Assessment will be conducted to ensure that the package of care we produce is fully tailored to the needs of the client.

The assessment will take approximately 1 hour and will include an assessment of care needs and a general risk assessment for the location where the care service will be provided.

The findings of the assessment will form the basis of the care plan and will detail in-depth information which the care provider will follow when delivering your care. Interserve Healthcare have a legal responsibility to ensure that a care plan is in every home in which their care services are being delivered and to also ensure that they are regularly reviewed.

As well as allowing us to officially record all of our clients' care needs, the assessment also gives us a clearer understanding of any personal requirements, therefore enabling us to select healthcare professionals with skills that are best suited to our service user's needs, personality and preferences.
Should your condition change, we will simply arrange a suitable time to meet with you and conduct a further assessment. If there are any changes, we will ensure that they are added to your care plan and all involved medical professionals will be informed immediately.
You will be provided with a copy of your individual care plan to read through and ensure that you are happy with the proposed care service. You will then be required to sign the relevant sections of your care plan, as well as a copy of our Terms and Conditions of service, confirming your wish to proceed.
All Interserve Healthcare workers are compliant with the Care Quality Commission (CQC), Care Standards Inspectorate Wales (CSIW) and the Social Care and Social Work Improvement Scotland. This ensures that we only supply our clients with the highest quality of agency workers at all times.

We undertake rigorous compliance procedures including:
  • Enhanced Criminal Records Bureau (CRB) checks.
  • Checks against the Safeguarding of Vulnerable Adults (SOVA) and Protection of Children Act (POCA) registers.
  • Two appropriate references, one of which must be the last or current employer.
  • Full working history.
  • Submission of complete immunisation records.
  • Annual checks with relevant registration bodies to ensure fitness to practice.
All of our nursing, care and support staff must have the necessary qualifications and experience for the required for the care service that they will provide.

Nurses - All of our Nurses are fully qualified and are currently registered with the NMC. We hold all of their details on file, along with evidence of any additional areas of competency.

Carers/Support Workers - In some cases candidates will have already achieved qualifications such as NVQ 2, NVQ 3 or equivalent, if they have not, we strongly encourage them to do so. Additional specialist training is also provided dependent on our clients' needs.
All of our workers receive additional training that is updated annually and includes;
  • Manual Handling.
  • Infection Control.
  • Basic Life Support.
  • Fire Safety.
  • Health and Safety (including COSHH and RIDDOR).
  • Protection of Vulnerable Adults and Children.
  • Basic First Aid.
  • Medication.
  • Client Specific training.
To ensure that the standard of our agency workers remains consistently high, we require all workers to undertake supervisions and appraisals at regular intervals. We also request regular performance reviews from our clients. All of our workers have an individual, annual training plan and undertake annual health screening checks to ensure that they are physically fit to work.
We will endeavour to ensure that you always receive care from the same Carers. When we take on a care package we will introduce more that one Carer to you and your family to ensure that continuity of care is provided, should there be any holidays or absences.
To ensure continuity of care, we introduce all of our clients to additional agency workers who will be covering if a regular Nurse or Carer is absent. Each Carer will be introduced to the client and be fully briefed on all duties required. This also applies for live-in care packages; the only difference is that care is delivered on a rota basis, often having one Carer working for two weeks and another Carer working the following two weeks.
All of our clinical care packages are managed by a Registered Nurse who ensures that each service user's care is regularly reviewed and managed effectively. Our Registered Nurses are also available to contact should you have any clinical concerns.
No, all prices quoted by Interserve Healthcare's Care at Home team are based on the information provided at the initial enquiry stage. An official quotation will be provided with a breakdown of the hourly and/or daily charges and all prices quoted will be subject to a care assessment which, depending on the outcome, may increase or decrease the charges.

Should your requirements include a large amount of travel, whether this is to and from hospital appointments, taking shopping or trips out into the community, any additional travel expenses such as mileage charges will be declared either at quotation stage or during the assessment.

All charges will be clearly discussed before the service commences.
You will receive an invoice from Interserve Healthcare approximately 14 days after your care service commences.

The invoice can be sent to the person who will be making the payment. This can be the person receiving the care or another nominated family member; however, regardless of who the invoice is issued to, liability for payment will ultimately remain with the person who has signed our terms and conditions.

We accept various methods of payment including;

Standing Order
If you require regular hours of care each week a standing order is likely to be the easiest option for you. You are required to obtain the appropriate documentation to authorise this payment from your bank. Once submitted, this automatically issues payment on your nominated date, directly from your bank account to ours. If there is any over or under payment we will contact you directly.

BACS payment
Once you receive your invoice you can make a BACS payment online, use a telephone banking service or by visiting your bank.

Credit or debit card
Another quick and easy solution is to call our payment line, providing our friendly advisor with your account number, invoice details and your credit or debit card information. The card payment will go through instantly and we will send you a receipt in the post.
We are always looking to enhance the services that we provide and so welcome all of your feedback or suggestions.

Should we receive a complaint we will ensure this is formally recorded in a written format, even if the issue has been resolved immediately. Please contact your local branch initially if you do have any concerns.

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