Frequently Asked Questions


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Answers to some of the most common questions we get asked.

Will the initial assessment cost me anything?

No. It is free of charge.

If I have an assessment, will I have to accept services?

No. It is free of obligation on both parties.

Do I have to have services every day?

No. Not even every week if it’s not needed. The shape of your care package is entirely dependant on both your needs and what you want to get out of your life. We want to help you achieve a good quality of life whatever you choose.

Who decides what kind of help and support I need?

You do, along with anyone you have chosen to help you. If you have had an assessment of need by the council or NHS, we can discuss with you how you would like us to fill that need. You are always in charge.

What if I want to increase or decrease my services?

You can change your services in any way you want, just give us 7 days’ notice to cancel any service already booked to avoid cancellation fees.

Are there limits on the times I can have a service?

No. We have a range of services to cover 24 hours a day, 7 days a week, but each of our services is a minimum of 1 hour at a time.

What if I need to contact you out of office hours?

A senior member of staff in on hand to answer the telephone 24/7.

Can I get help to pay for my services?

Yes, in most cases. Attendance Allowance, Direct Payments, Self-Directed Support and Independent Living Fund are all avenues to explore. You may need a needs assessment done by a social worker or health professional to see if you are eligible.

How can I pay for my services?

We raise monthly invoices. You can pay by direct bank transfer, but cheques are still acceptable too.

How are your services regulated?

We are registered with the Scottish Commission for the Regulation of Care. We are registered to provide home care to all adults over the age of 16 years.

Are you insured?

We carry full public and employee liability insurance. We would advise you to let your home insurer know you have carers coming in, to make sure all your possessions are properly covered.

What if my carer doesn’t turn up?

If this happens, our call monitoring system will alert us 15 minutes after the visit time. We will find out why and call you. We will provide an alternative person, if required, as soon as possible.

What if my carer is off sick or on holiday?

We will replace carers who are absent for whatever reason with someone else who will fill your need.

How are my services reviewed?

We review services on a continuous basis and add to and change the record on our electronic care planning system, taking account of information from yourself, your carers and your representatives as we go. Once every six months we will call you or your representative to make sure the plan is as it should be and adjust as necessary.

Can my carer take me out?

Yes, of course. If you are able, our carers can take you out walking, on the bus, in a taxi or even in a car. Many of our carers have business insurance for this purpose. We can also take you in our SMART car. We can arrange escorts to appointments, visits to the theatre and cinema, shopping trips and even day trips.