1. Care & Day-to-Day Delivery

How do you decide what support Mum/Dad needs?
We complete a structured assessment in the home, looking at safety, mobility, nutrition, medication, emotional wellbeing, and daily routines. Just as importantly, we ask what a “good day” looks like for your loved one — so care supports their life, not just their needs.

Will the care plan be tailored, or is it standardised?
Every plan is fully personalised. We document routines, preferences, risks, and outcomes, and this is regularly reviewed so it evolves as needs change.

What does a typical visit look like?
Each visit follows the care plan but remains flexible. Alongside practical support, our carers take time to engage, observe changes, and ensure the person feels settled — not rushed through a task list.

Do you offer 30, 45 and 60-minute calls — and how do you decide which is right?
Yes. We guide families based on what can realistically be delivered safely and with dignity. In many cases, we recommend longer visits to avoid rushed care.

Can care increase or reduce as needs change?
Yes. We actively monitor changes and can scale support up or down quickly, often without disruption to continuity.

2. Continuity

Will we have the same carers each week?
Yes. We prioritise consistency so relationships can develop and care becomes familiar and reassuring.

How many different carers are likely to visit?
We aim for a small, consistent team — typically 1–3 carers.

Do you use a primary and secondary carer model?
Yes. A primary carer leads, supported by a secondary who knows the person well.

What happens if a carer is off sick or on holiday?
We use planned cover from carers already introduced where possible. Our rota system is designed to avoid unfamiliar faces.

3. Staffing & Recruitment

How do you recruit your carers?
We recruit based on values first — compassion, reliability, and professionalism — supported by a structured interview and safer recruitment checks.

Are they trained before starting?
Yes. All carers complete mandatory training aligned with Care Quality Commission standards before working independently.

What ongoing training do they receive?
Regular refresher training, role-specific development, and competency checks to ensure standards remain high.

How are they supervised and supported?
Through regular supervision, spot checks, and direct oversight from experienced managers.

How do you ensure safe and ethical recruitment practices?
We follow strict compliance procedures, including right-to-work checks, references, and safeguarding-focused recruitment processes.

4. Timing & Reliability

What time will visits actually happen — and how accurate are you?
We provide realistic time windows and build rotas to minimise travel and delays. Punctuality is actively monitored.

Do you use time slots or fixed times?
We use structured time windows, with consistency built into the schedule wherever possible.

What happens if a carer is running late?
You are informed promptly, and we take steps to minimise any disruption.

How do you monitor attendance?
Through digital systems that log arrival and departure in real time, with management oversight.

5. Communication

Who do we contact if we have concerns?
You will have direct access to our office team — no call centres or generic responses.

Will we have a named coordinator or manager?
Yes. A dedicated point of contact who understands your situation.

How are families kept updated?
Through regular communication, updates on any changes, and scheduled reviews.

Do you provide care notes or updates we can access?
Yes. Care records are maintained digitally and can be shared with families for transparency.

6. Culture, Preferences & Dignity

Can you match carers based on language or communication needs?
Where possible, yes. We consider language and communication needs as part of our matching process.

How do you support cultural or religious preferences?
These are built into the care plan — including diet, routines, and faith-based practices.

Can we request male or female carers if needed?
Yes. We respect and accommodate these preferences wherever possible.

How do you ensure dignity during personal care?
Through training, respectful practice, and consistency so trust is built over time.

7. Risk & What Happens When Things Go Wrong

What happens if a visit is missed?
We act immediately to rectify the situation and investigate the cause to prevent recurrence.

How do you handle complaints?
We encourage open feedback and respond quickly, professionally, and transparently.

How are incidents reported and managed?
Through formal reporting systems, with follow-up actions and learning shared across the team.

How do you safeguard vulnerable people?
Through trained staff, clear procedures, and a proactive safeguarding culture.

8. Costs & Contracts

What are your hourly or visit rates?
We provide clear pricing based on visit length, fully explained before care begins.

Are there additional charges?
Any additional costs, such as travel, are discussed upfront — no hidden fees.

Is there a minimum number of hours?
We advise on minimum levels to ensure care is safe, effective, and not rushed.

How much notice is needed to cancel or change care?
Reasonable notice periods apply and are clearly outlined in your agreement.

How often do fees increase?
Fees are reviewed periodically, with advance notice provided.

9. Starting Care

How quickly can care begin?
We can often start quickly, depending on needs and availability, without compromising quality.

What happens before the first visit?
Assessment, care planning, and scheduling — ensuring everything is in place before care begins.

Will we meet the carers in advance?
Where possible, yes — introductions help build confidence from the outset.

Is there a trial period?
We keep arrangements flexible at the start to ensure the care is right for everyone.

10. Long-Term Quality

How do you make sure this works well over time?
Through regular reviews, consistent staffing, proactive management, and ongoing communication with families. Care is continuously adjusted to reflect changing needs.

At Koti Home Care, we focus on delivering care that works in real life — consistent, respectful, and built around the individual, not a system.

Speak to us and ask these questions directly