Client FAQ's

Do I have to pay the registration fee more than once?

No. Once you have paid the registration fee you are registered with The Care Agency for life.

How do we pay The Care Agency?

The Care Agency will invoice the agency fee on a monthly basis, in arrears. You will be sent an invoice at the beginning of each month, for care provided in the previous month. Our payment terms are 14 days from date of invoice.

How do we pay the carer?

Carers are paid by cheque or bank transfer at the end of their booking. They will provide you with an invoice which will include their travel expenses.  If the carer works longer than 2 weeks at a time, they may request to be paid fortnightly.

How do you match the carer to me?

Once our carers have passed their enhanced DBS (which includes the Protection of Vulnerable Adults) and we have spoken to at least two of their referees, we invite them in for a face to face interview at our office. This usually lasts two hours, and during this interview we really get to know our carers. This enables us to match the carers with our clients, not just by skills and qualifications, but also by personality.

Is The Care Agency registered with the Care Quality Commission (CQC)?

No. The Care Agency is classed as an “introductory agency”. The guidelines from the CQC states that you should not register if you provide carers in the role of an introductory agency and do not have a role in managing or directing the care that is subsequently provided.

What are the benefits of using a self-employed carer to one from a live-in care provider?

The two main benefits of a self-employed live-in carer are price and flexibility.

Price – as you pay the carer directly, you avoid incurring “back office” costs such as payroll, which makes your overall care package cheaper.

Flexibility – as a client you get to really tailor the care around your needs. We don’t have any strict rules regarding the carer duties; their primary aim is to make your life easier and to facilitate your independence. You get to decide what duties you would like the carer to perform, the duration of their placement, and when their placement should commence and finish. Obviously this all has to be agreed with the carer prior to the placement beginning.

What are your vetting procedures for your carers?

Before a carer can become registered with us, we have to receive and verify the following;

  • Full Disclosure and Barring Service (DBS) – including POVA (Protection of Vulnerable Adults)
  • Two references from previous employers
  • Copies of all qualifications
  • Copies of right to work documents.

Once we have processed the above, they are invited for a face to face interview where we assess their suitability for the role of a live-in carer. We also get to know them on a personal level, including hobbies, interests and overall personality. This enables us to match them with suitable clients, which helps create more of a bond between our clients and carers.

What duties will the live-in carer perform?

Our live-in carers are there to make our clients’ lives easier and more enjoyable whilst maintaining their independence. This can be from running and maintaining the house, preparing home cooked meals, taking them to appointments, to providing personal care and assistance.

What happens if I don’t like my carer?

Whilst every effort is made to ensure that the carer selected is not only able to cope with the practicalities involved but also be acceptable on a personal basis, there will be the odd occasion when the carer and client don’t quite click. If this happens for any reason please phone The Care Agency and we will arrange a replacement carer for you.

What support do I get?

We have an office based team who are contactable 24 hours a day 7 days a week. The team have many years’ experience in the care industry and have been working in live-in care specifically for a number of years, so it is very unlikely you have question or query we have not had before.

Will I meet my carer before the booking?

As our carers live in all parts of the country, interviewing your carer prior to the booking can be difficult to organise. However, clients may interview the selected carer on the telephone prior to commencement. If interviews are required and arranged, any travelling expenses incurred must be paid directly to the carer at the interview along with their time.