FAQs

    • Why would I use your service when I can call my parents myself?
      This service is not for everyone, but we know from years of working in home care that relatives often have very busy lives, sometimes living miles apart from their parents, with young children and also holding down a full time job. This means that not everyone is able to call their parents each day, or at the same time to check they are ok. Sometimes our parents don’t want to talk about how they are feeling with their children and may be more likely to open up to one of our Care Companions. We will always call at the same times each day, as we recognise that most people like to have a routine and know when we will call.

    • What do you mean by wellbeing?
      The Oxford English dictionary says, it is the state of being comfortable, healthy or happy. We all have a different perspective on what this looks like for us, as we are all unique and have different values and beliefs. It is about our ability to cope with everyday life and how we think and feel about ourselves. It’s feeling as though you belong and are valued.

    • What happens if I have an issue outside of my regular care calls?
      If you have signed up to our Platinum service, you can call anytime between 9am and 9pm each day, if you have an issue or concern that you need to discuss. If we are unable to help you, then we will refer you to someone who can help or contact a member of your family tree for you.

    • How do you protect my information?
      All our Care Companions have an Enhanced DBS (Disclosure and Barring Service) check, this was previously known as the CRB (Criminal Records Bureau) check. We also gain a minimum of two references and we conduct competency-based interviews prior to employment. All our staff receive specialist training, which is updated annually, we also audit Care Companion calls each month, for all our Care Companions. All our data is stored in the ‘cloud’ and complies with GDPR (General Data Protection Regulation) which is a regulation in law on data protection and privacy. We are also registered with the ICO (Information Commissioner’s Office), this is an independent regulatory office in charge of upholding information rights in the interest of the public.

    • What happens if we get no answer when we call?
      We will call back after 10 minutes, just in case you were unable to reach the phone in time. We will have a priorities list of people to call, we call it our ‘family tree’. We will call the first member of the family tree, if we get no answer, we will leave a message and then contact the next person on the list, until we get an answer or have left messages on all your contacts phones. If we know our client does not leave the house, we would call 999 and pass over our concerns.

    • What happens if my mum is unwell and declines seeing her GP?
      We can only recommend and advice someone to call their GP. If they choose not to take this advice, there is nothing we can do. If the client has given permission to share their information or you have a Lasting Power of Attorney (LPA) for health and welfare and you have been given access to our ‘families app’ you will be able to read the notes our Care Companions make. If the client gives permission or there is a LPA for health and welfare we will also call you if we are concerned about their welfare.

    • Why do you need to know about my medical history?
      This will allow us to share your medical history with ambulance crew if we need to call them in an emergency and you are unable to pass on this information yourself.

    • Can I call my care companion?
      No, your Care Companion will always call you at the same time each day. If you have our Platinum service you can call our office outside your Care Companion calls and speak to one of our Supervisors who are qualified Care Companions too, they will be able to support you with any issues or concerns you may have outside of your daily calls, this additional service is available between 9am and 9pm each day.

    • Why don’t you provide an On-Call service between 9pm and 9am the following morning?
      The majority of issues or concerns happen during the day, but if you become ill overnight and need urgent medical support you should call 999 or if you can’t get to the phone and have an emergency pendant you should press it.

    • Is there any financial help towards the cost of this service?
      No, but you may qualify for Carer’s Allowance, which is the main benefit for carers. If you are looking after someone for 35 hours a week or more, you may be eligible. It is currently paid at £66.15 a week and reviewed each year in April. This allowance is not means tested but there are other criteria you must meet. To find out more please visit www.carersuk.org

    • How quickly can my Care Companion calls start?
      Calls can start once we have conducted a telephone assessment and direct debit payments have been set up. This can be in place within a few days.

    • Can you use our service alongside safety pendants?
      Yes, our service compliments this very well. Some clients forget to press their pendants when they become unwell. Therefore, using our service alongside these devices means between us, we will help to keep you safe. We do not supply safety pendants, but we can put you in touch with companies that do.

    • Does my family have access to my records?
      Only if you give us permission to share this with them, or if they have a Lasting Power of Attorney (LPA) for health and welfare.

    • How frequently do you pay for the service?
      The service is paid for monthly by direct debit in advance.

    • Why do we have to pay a month in advance?
      We do this to ensure continuity of service. If we have made an error and you have been charged too much, we will reimburse you as soon as we become aware. We will refund you within 5 working days of the error being brought to our attention.

    • How much does the service cost?
      This depends on the service you have chosen from My Call 2 Care.  We have a Silver, Gold and Platinum service.  Give us a call to find out more about the service which is right for you.

    • What else do I get for my money?
      We also pay for all our Silver, Gold and Platinum service clients to have access to an independent advice line, which is open 24/7. If you have chosen our Platinum service, you will also have access to our Supervisors who are qualified Care Companions should you have any issues or concerns throughout the day. This service is available between 9am and 9pm each day.

    • What is the independent advice line?
      All our employees, client’s and next of kin also have access to an independent information and advice line, which offers general advice and information on bereavement and loss; consumer rights; disability and illness; legal advice; debt management; elder care information; family issues; wills and inheritance; consumer issues; housing; faulty goods etc. You are also entitled to 6 hours of telephone counselling per year, by a trained counsellor. These services are confidential, My Call 2 Care will not know who uses this service unless the individual personally chooses to tell us. We do receive statistics to show how many people use the service and the broad types of issues that are raised, but no information is ever passed on which could potentially identify you. This service is available 24 hours a day and is commissioned and paid for by My Call 2 Care and delivered by experts in their own field.


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