Home Care Promise

Coronavirus (COVID-19): change to service

On advice from the government regarding the Coronavirus (COVID-19), some services have changed. Find the latest information and advice about our services for vulnerable adults in Bournemouth, Christchurch and Poole.

See further information about changes to services.

There are minimum standards that you can expect from your home care service.

Your care provider will give you more detailed information on the quality standards you can expect. This will include information on what to do if you are not happy with any aspect of the care service. You can also contact the Adult Social Care Contact Centre to discuss your care at any time.

Typical Care Visits

Care workers will stay for the planned amount of time at each visit and will give you the time you need to do as much as you can yourself. Typical care visits are usually 15, 30, 45 or 60 minutes depending on what has been agreed between you and the social worker.

Care workers will speak to you directly, taking time to explain what they are doing and how you can assist. They will not talk over you, nor exclude you in any way from the care that is provided.

Your visit times may not be at your preferred time at first but you can ask your care provider about moving to a more preferable time slot if one becomes available.

Care workers may be male or female and they are all professionally trained. It may not be possible to send the same care workers all the time but every effort will be made to minimise the number of different care workers you see.

Care workers who visit you will have a caring attitude and will treat you with respect and dignity. It is hoped that you treat the care workers the same. Aggressive, abusive or threatening behaviour may mean the home care service will be stopped.

Maintaining your Independence

You will be encouraged to say what is important to you about the service. You will be involved in a written care and support plan with the provider. This may include details about the role that other people have in supporting you. For example, your family or friends or a Community Nurse.

You will be supported to maintain your independence and your care plan sets out how you would like your care to be delivered. The care workers will encourage you to do things for yourself to maximise your independence and you will be treated with dignity and respect at all times.

A review of your care plan, goals and satisfaction with the service will take place each year by the care provider and a social worker may also be present.

Have a voice about the service you receive

Any complaints or feedback that you have about your care service is important. You do not have to worry about this having a negative impact on the service you receive.

Complaints can either be directed to your care provider or alternatively using the council’s complaints procedure.