Frequently Asked Questions
Opening hours
Monday - Friday:
09:00 - 17:00
Saturday - Sunday:
Closed
Care Services
We provide a comprehensive range of domiciliary care services including personal care, companionship, specialist condition-led care (dementia, Parkinson’s, diabetes, stroke), mobility support, palliative care, respite care, learning disability support, and assistance with daily living tasks. Our services are flexible and can be tailored to your individual needs, from short visits to round-the-clock live-in care.
Yes, absolutely. Our carers are trained to support individuals with complex medical conditions including dementia, Parkinson’s Disease, diabetes, stroke recovery, physical disabilities, and learning disabilities. We work closely with healthcare professionals such as GPs, district nurses, and specialists to ensure that care is delivered safely and in line with clinical recommendations.
We understand that care needs can arise suddenly. In most circumstances, we can arrange care within 24 hours of your initial contact. In genuine emergencies, we often turn this around even quicker. We normally have capacity to help and can mobilise our experienced team rapidly to provide the support you need.
Yes, our visiting care service is available seven days a week, including weekends and bank holidays. We also provide overnight care support, with trained carers available to assist with night-time needs such as toileting, medication administration, and mobility support. Care can be arranged to suit your specific requirements.
Yes, flexibility is at the heart of our service. Your care package can easily increase or decrease depending on your changing circumstances. Whether you need additional support following a hospital discharge or wish to reduce visits as you recover, we work with you to adapt your care plan accordingly. Regular reviews ensure your care remains appropriate and person-centred.
Admissions Process
Simply call us on 01733 303300 to speak with one of our experienced team members. This informal chat gives you the opportunity to discuss your needs, ask questions, and allay any concerns about inviting someone into your home. There is no pressure—we are here to listen and provide guidance.
Following your initial conversation, we will arrange a meeting with a member of our care management team. This meeting allows us to clarify the level of support required, understand your expectations, and discuss your routines, preferences, and any specific requirements. We will then prepare a comprehensive individual care plan tailored to your needs.
Yes, for added peace of mind, you will have the opportunity to meet your assigned carer before care starts. We carefully match carers to clients based on personality, interests, and individual needs. This introduction allows you to build confidence and establish a relationship before your first care visit.
We will ask about your medical history, current medications, daily routines, personal preferences, cultural and religious beliefs, mobility requirements, and any specific care needs. We also compile a life story document to help us understand your background and important life events. This comprehensive information ensures your care plan is truly person-centred.
The admissions process is designed to be straightforward and efficient. From your initial phone call to the start of care, the process typically takes a few days, though in emergencies we can expedite this significantly. We work at a pace that suits you and ensure you feel comfortable and informed at every stage.
Family Involvement
Family involvement is very important to us. We actively encourage family members to participate in care planning discussions and meetings. Your family’s input helps us understand your needs, preferences, and values, ensuring that care is truly person-centred. We welcome questions and maintain open communication with all those involved in your support.
Yes, we maintain regular communication with family members and loved ones. Depending on your preference and consent, we can provide updates on your care, any changes to your needs, or concerns that arise. We believe that keeping families informed provides reassurance and helps ensure continuity of care.
Yes, family members are welcome to be present during care visits if that is your preference. However, we also respect your privacy and independence. We work with you and your family to establish boundaries that feel comfortable for everyone involved, ensuring that care is delivered in a way that suits your individual circumstances.
We recognise the demands of family caring and offer respite care services to give family carers a well-deserved break. Our respite care can be arranged for planned holidays, short breaks, or emergency situations. We also provide information, advice, and emotional support to help family carers manage the challenges of caring for a loved one.
We take all concerns seriously and have a robust complaints procedure in place. If your family has any concerns, please speak to your care manager or call us on 01733 303300. We are committed to resolving issues promptly and ensuring that care remains of the highest standard. Your feedback helps us improve our service.
Health & Safety
Safety is our top priority. All our carers undergo comprehensive training in safeguarding, health and safety, manual handling, and infection control. We conduct thorough risk assessments of your home environment and work closely with healthcare professionals to identify and mitigate potential risks. Regular supervision and quality monitoring ensure that care is delivered safely at all times.
Yes, absolutely. All our care staff undergo rigorous recruitment and vetting procedures, including Disclosure and Barring Service (DBS) checks, references, and background checks. We provide comprehensive induction training and ongoing professional development to ensure our team is skilled, knowledgeable, and confident in delivering high-quality care. Many of our staff hold NVQ Level 2 or 3 qualifications in health and social care.
Yes, ST Complete Care Ltd is regulated by the Care Quality Commission (CQC) and complies with all relevant legislation and regulations. We are subject to regular inspections and audits to ensure we maintain the highest standards of care and safety. Our CQC registration provides assurance that we meet stringent quality and safety requirements.
Our carers are trained in safe medication administration and work in accordance with best practice guidelines. We maintain detailed records of all medications and ensure that doses are administered at the correct times. We also liaise with your GP and pharmacist to ensure that any medication changes are communicated and implemented safely.
We have robust safeguarding policies and procedures to protect vulnerable adults from abuse, neglect, and exploitation. All staff receive safeguarding training and are trained to recognise and report concerns. We work closely with local safeguarding teams and other agencies to ensure that any concerns are addressed promptly and appropriately. Your safety and well-being are always our priority.
