020 8892 9222
FAQs
What services are delivered
What geographical area do you cover?
Cura Care’s home care service covers the boroughs of Richmond, Kingston on Thames and Wandsworth (see our coverage map for more details). We maintain a strong team of trained and qualified care workers who are able to travel at short notice.
My relative / friend needs help but I’m not sure what they need?
We can do as much or as little as is needed. When you contact Cura Care, a member of our management team will arrange to visit and assess your/their needs to identify an appropriate level of support.
The final care plan will be fully discussed and agreed by the family or individual.
What services do you offer?
We can provide whatever services you require to enable you or a loved one to stay in your / their own home. This might be anything from helping with domestic chores through to end of life care. See the ‘Homecare Services’ section of our website for more details of the services we typically provide.
How services are delivered
I am currently in a contract with another domiciliary care agency but I am not happy with the service they provide. Can I change to another service provider?
Yes, it is your right to choose who you wish to support you and you are perfectly entitled to give your contract to a registered service provider of your choice, provided you give your existing provider sufficient notice as stated in the contract you have with them.
What paper work do I need to complete?
We will visit you and complete a care plan with you. This sets out what particular services you require and how often. We will also ask you to sign a contract for these services.
What happens on Bank Holidays?
Our care services are available 365 days a year so we will provide care on Bank Holidays unless you tell us it is not needed.
What if my carer is ill or on holiday?
If for any reason your regular carer is on holiday or off ill, we will find a suitable replacement to attend to your needs. You will be informed of who this person is and when they should be arriving to be with you.
What happens if my carer does not turn up?
If your carer has not turned up for a scheduled appointment, please call us on 020 8892 9222. It is worth waiting 15 minutes after the scheduled time before calling to allow for traffic congestion and public transport delays. We will look into why the delay has occurred and try to locate the carer for you or arrange for a replacement carer.
I am aware of other providers who are always sending different carers so you never know who is coming – would you be different?
We try to ensure consistency of carers as this is better for all involved.
What happened when I go on holiday?
If you contact the office prior to going on holiday, we will be able to put your care on hold.
What if I need to speak to somebody out of hours?
Our normal office hours are Monday to Friday 09:00-17:30. If you need to speak to somebody outside these hours, then please do so on the usual number 020 8892 9222. There will be somebody on-call to deal with any issues you may have. However, we ask that the out-of-hours service is used for Emergencies only.
What happens if I move home?
If you decide to move home but are staying within a Cura Care’s catchment area, we will continue caring for you within your new home.
I have a pet – is that OK?
Yes, but we would appreciate being informed beforehand in case it impacts on which carers we can send to you.
Is there a chance I may be left without care?
No - we do all we can to cover a call. Unplanned events such as snow or heavy rain do happen, as do planned events such as street parties during the Jubilee. When they do, we try our best to overcome them with minimal disruption.
Changes to the delivery of services
What if my care needs change in the future?
We can increase or decrease the amount of support provided. Just give us a call and we can review your needs. For clients who receive council support, the Local Authority Care Manager will need to review the care package with us and agree any changes made.
What if I need to make changes to the care being provided?
We review care plans annually even if there aren’t any changes. You can also ask us to review the support we provide at any time.
How much notice do I need to give if I need to change my hours on a one-off basis?
24 hours if possible. Cancellations with less than 24 hours will be charged for.
How much notice do you need to give to cancel a contract?
We ask for 4 weeks notice to end a contract with us.
What happens if I’m not well?
If you are feeling unwell, your care worker may still be able to attend to you needs. If you become unwell when your care worker is with you, your care worker will call for medical support if you are unable to do so. If you need to visit your GP / hospital, our care workers may be able to go with you if you want them to.
The people involved
How are your Carers recruited?
Cura Care has a robust recruitment and selection process, which complies with all employment legislation as well as the current Care Standards Act 2000 and related Regulations requirements. This includes a Criminal Records Bureau (CRB) check, including checks against the Protection of Vulnerable Adults (POVA) register and Protection of Children Act (POCA) list.
How are your Carers trained?
Many of our employees have years of care experience. However all Cura Care’s carers undergo a 2-week training program before being sent to our clients. After this, there is a shadowing period. All employees then receive ongoing training and continual reviews to ensure their quality of work is upheld.
Financial matters
How much do you charge per hour?
We charge £17.00 per hour, £14.50 for a 45 min call, £12.00 for a 30 min or less call.
This increases during evenings, weekends and Bank holidays.
How can I pay for my care?
You can pay for our care services by direct debit, bank transfer or cheque.
If I meet the eligibility criteria for local authority funding, can I still choose who I wish to support me?
Yes, under the Health and Social Care Act 2008, you can choose to have the money ‘Council funding’ for your care to be paid directly into your account. This is also called Personalised Budget or Direct Payment. This would give you overall independence on how best you wish to spend your money in order to get the best possible support. This is also called ‘Money Management Options’. Your local authority can explain the process to you.
How are we invoiced?
We invoice all our private pay clients every month.
If I go out with a support worker, do I pay their travel costs?
We recharge the public transport fares for carers if using public transport or 45p per mile if using a carers vehicle to go out. Any travel / parking expenses will be detailed and recharged to you in your monthly invoice.
Are there any additional costs I will be expected to pay?
If you want a carer to accompany you anywhere that charges admission fees, then you are asked to pay for these at the time as opposed to them being included in your monthly invoice.
Do all of your carers drive?
No, some drive but not all of them. If you require a carer to accompany you outside the home, we will discuss this at your assessment so that we can match you with a carer who has the right sized car or could be put on your vehicle insurance.
Do I have to pay my carer any money?
Carers are able to assist you with shopping and paying bills etc. but should not be given money for their services to you. We take full responsibility for their wages and any relevant tax and national insurance deductions.
Is there a minimum length of contract with Cura Care?
No – it is for as long as you need help. If you no longer require our services, we ask for four weeks notice.
Complaints
What if I am unhappy with the care I receive?
If you need to speak to a member of our team about any issue or complaint you have, then please do so, they will be only too happy to help. If you feel your issue has not been resolved to your satisfaction, ask to speak to the Managing Director – we will deal with the issue.
Assurances
Is Cura Care registered with professional associations or government bodies?
Yes, we are registered with The Care Quality Commission. We are also a member of the United Kingdom Home Care Association (UKHCA).
What geographical area do you cover?
Cura Care’s home care service covers the boroughs of Richmond, Kingston on Thames and Wandsworth (see our coverage map for more details). We maintain a strong team of trained and qualified care workers who are able to travel at short notice.
My relative / friend needs help but I’m not sure what they need?
We can do as much or as little as is needed. When you contact Cura Care, a member of our management team will arrange to visit and assess your/their needs to identify an appropriate level of support.
The final care plan will be fully discussed and agreed by the family or individual.
What services do you offer?
We can provide whatever services you require to enable you or a loved one to stay in your / their own home. This might be anything from helping with domestic chores through to end of life care. See the ‘Homecare Services’ section of our website for more details of the services we typically provide.
How services are delivered
I am currently in a contract with another domiciliary care agency but I am not happy with the service they provide. Can I change to another service provider?
Yes, it is your right to choose who you wish to support you and you are perfectly entitled to give your contract to a registered service provider of your choice, provided you give your existing provider sufficient notice as stated in the contract you have with them.
What paper work do I need to complete?
We will visit you and complete a care plan with you. This sets out what particular services you require and how often. We will also ask you to sign a contract for these services.
What happens on Bank Holidays?
Our care services are available 365 days a year so we will provide care on Bank Holidays unless you tell us it is not needed.
What if my carer is ill or on holiday?
If for any reason your regular carer is on holiday or off ill, we will find a suitable replacement to attend to your needs. You will be informed of who this person is and when they should be arriving to be with you.
What happens if my carer does not turn up?
If your carer has not turned up for a scheduled appointment, please call us on 020 8892 9222. It is worth waiting 15 minutes after the scheduled time before calling to allow for traffic congestion and public transport delays. We will look into why the delay has occurred and try to locate the carer for you or arrange for a replacement carer.
I am aware of other providers who are always sending different carers so you never know who is coming – would you be different?
We try to ensure consistency of carers as this is better for all involved.
What happened when I go on holiday?
If you contact the office prior to going on holiday, we will be able to put your care on hold.
What if I need to speak to somebody out of hours?
Our normal office hours are Monday to Friday 09:00-17:30. If you need to speak to somebody outside these hours, then please do so on the usual number 020 8892 9222. There will be somebody on-call to deal with any issues you may have. However, we ask that the out-of-hours service is used for Emergencies only.
What happens if I move home?
If you decide to move home but are staying within a Cura Care’s catchment area, we will continue caring for you within your new home.
I have a pet – is that OK?
Yes, but we would appreciate being informed beforehand in case it impacts on which carers we can send to you.
Is there a chance I may be left without care?
No - we do all we can to cover a call. Unplanned events such as snow or heavy rain do happen, as do planned events such as street parties during the Jubilee. When they do, we try our best to overcome them with minimal disruption.
Changes to the delivery of services
What if my care needs change in the future?
We can increase or decrease the amount of support provided. Just give us a call and we can review your needs. For clients who receive council support, the Local Authority Care Manager will need to review the care package with us and agree any changes made.
What if I need to make changes to the care being provided?
We review care plans annually even if there aren’t any changes. You can also ask us to review the support we provide at any time.
How much notice do I need to give if I need to change my hours on a one-off basis?
24 hours if possible. Cancellations with less than 24 hours will be charged for.
How much notice do you need to give to cancel a contract?
We ask for 4 weeks notice to end a contract with us.
What happens if I’m not well?
If you are feeling unwell, your care worker may still be able to attend to you needs. If you become unwell when your care worker is with you, your care worker will call for medical support if you are unable to do so. If you need to visit your GP / hospital, our care workers may be able to go with you if you want them to.
The people involved
How are your Carers recruited?
Cura Care has a robust recruitment and selection process, which complies with all employment legislation as well as the current Care Standards Act 2000 and related Regulations requirements. This includes a Criminal Records Bureau (CRB) check, including checks against the Protection of Vulnerable Adults (POVA) register and Protection of Children Act (POCA) list.
How are your Carers trained?
Many of our employees have years of care experience. However all Cura Care’s carers undergo a 2-week training program before being sent to our clients. After this, there is a shadowing period. All employees then receive ongoing training and continual reviews to ensure their quality of work is upheld.
Financial matters
How much do you charge per hour?
We charge £17.00 per hour, £14.50 for a 45 min call, £12.00 for a 30 min or less call.
This increases during evenings, weekends and Bank holidays.
How can I pay for my care?
You can pay for our care services by direct debit, bank transfer or cheque.
If I meet the eligibility criteria for local authority funding, can I still choose who I wish to support me?
Yes, under the Health and Social Care Act 2008, you can choose to have the money ‘Council funding’ for your care to be paid directly into your account. This is also called Personalised Budget or Direct Payment. This would give you overall independence on how best you wish to spend your money in order to get the best possible support. This is also called ‘Money Management Options’. Your local authority can explain the process to you.
How are we invoiced?
We invoice all our private pay clients every month.
If I go out with a support worker, do I pay their travel costs?
We recharge the public transport fares for carers if using public transport or 45p per mile if using a carers vehicle to go out. Any travel / parking expenses will be detailed and recharged to you in your monthly invoice.
Are there any additional costs I will be expected to pay?
If you want a carer to accompany you anywhere that charges admission fees, then you are asked to pay for these at the time as opposed to them being included in your monthly invoice.
Do all of your carers drive?
No, some drive but not all of them. If you require a carer to accompany you outside the home, we will discuss this at your assessment so that we can match you with a carer who has the right sized car or could be put on your vehicle insurance.
Do I have to pay my carer any money?
Carers are able to assist you with shopping and paying bills etc. but should not be given money for their services to you. We take full responsibility for their wages and any relevant tax and national insurance deductions.
Is there a minimum length of contract with Cura Care?
No – it is for as long as you need help. If you no longer require our services, we ask for four weeks notice.
Complaints
What if I am unhappy with the care I receive?
If you need to speak to a member of our team about any issue or complaint you have, then please do so, they will be only too happy to help. If you feel your issue has not been resolved to your satisfaction, ask to speak to the Managing Director – we will deal with the issue.
Assurances
Is Cura Care registered with professional associations or government bodies?
Yes, we are registered with The Care Quality Commission. We are also a member of the United Kingdom Home Care Association (UKHCA).