Citizen FAQ’s

How do I arrange a Care Service?

Contact Elite Care 24/7 and make an appointment for us to visit you for a chat about how we

can work for you. We are happy to visit you at home or any alternative location to discuss ways

we can help and then, once you have decided, we will make all the arrangements.

What Support can I get?

Elite Care 24/7 will agree a ‘Care Plan’ which details exactly what you have instructed us to do.

This then becomes the tasks for each day. Care plans frequently updated and we check

regularly to ensure that the care we are providing is appropriate.

Is There anything the care worker is unable to do?

Once we have established exactly what you need on each visit, we will work to that list. We are

not able to give injections or change sterile dressings. Also, we cannot carry out tasks which are

likely to cause risk to either the person we provide care to or to the Elite Care 24/7 worker.

Tasks will be agreed with you in advance. Any changes to the plan can be discussed with your

local Elite Care 24/7 team.

Will I have the same Care Worker?

This depends on how many care visits you have each week. We aim to allocate each Citizen

with their own ‘Keyworker’ who will carry out their call when they are on duty. We also allocate

another 2 members of staff to your visits so you can familiarise yourself, this allows for periods

of time where your care worker may be away on holiday, however we do try to keep the number

of your care workers to an absolute minimum.

Will the Carer stay the full time of the visit?

We take a considered and comprehensive approach to ensuring that your care service is

exactly what is required. During your visit, the carer will log in and out via electronic monitoring

system so we are able to quality monitor, after every visit the care worker will complete the visit

notes and tasks undertaken during the visit.

Personal Security

Every member of the Elite Care 24/7 team has been through a rigorous vetting procedure

before they start working with us. In addition, all staff will always be in uniform and carry a

personalised identification card which shows their name and photograph.

How do I pay?

We will send you an invoice weekly. Most of our Citizen’s set up a standing order so they don’t

have the hassle each week. We will put together a detailed plan for each customer which, as

well as setting out the care to be delivered, also shows the weekly costs. Some people will be

entitled to assistance with the cost of their care either from their local Social Services office or

via other Government grants.

How do I contact you if the office is closed?

Our offices are open Monday to Friday 9am to 5pm (excluding bank holidays). Aside from this,

we operate an out-of- hours emergency service 24/7. The out of hours number is the same

number we use during the day, this will be diverted to a member of our senior team who can

assist with any emergencies about your care.

What if I need to change my care package?

Our experience tells us that people's care needs very often change. We therefore understand

that care may need reviewing from time to time. Therefore, we carry out reviews on a regular

basis and why we are pleased to hear from members of the immediate family about effective

methods for delivering the care service for their relative.