FAQs

 

We know that choosing the right home care is important and you may have some questions. If you can’t find the answers you need here, please contact us.


Our locations

Which areas do you operate in?
  • Bristol
  • Cheshire and Stockport
  • Cornwall
  • Devon
  • Gloucestershire
  • Hampshire
  • Plymouth

Your care

What services do you offer?

Our Care at Home services help you to stay independent in your own home and we pride ourselves on delivering high quality care and support. Our customers feel the same – 93% say they are happy with the service they receive from us. 

We’ll tailor your care plan to suit your lifestyle, providing personalised care and support services to meet your needs. It might be taking you shopping or meeting up with friends, helping with the cleaning or picking up your medicine, to more complex needs such as dementia, long term illness or end of life care.

Whether you only need help for a short period, or are looking for longer term support, Guinness Care can help. Find out more here.

Are your care services regulated?

Guinness Care at Home services are regulated by the Care Quality Commission (CQC), the independent regulator of health and social care in England. The CQC makes sure health and social care services provide people with safe, effective, compassionate, and high quality care. Reports on our services are available here.

I’d like to arrange a care plan, what should I do next?

Please call or email your local team. They will then organise for a senior carer to visit you at home to discuss your specific care needs and the next steps.

Find your local team’s contact details here

How do I change, increase or cancel my care plan?

If you would like to make any changes to your care package, we need 48 hours’ notice. Without notice, we may have to charge for the visit.

Any increase in your care plan is subject to availability, but we will always do our best to accommodate changes to your needs. If your requirements should change, a senior carer will visit you at home to reassess your care package and agree any changes with you.

If you think you need to make a change to your care plan, please contact your local team for advice.

Your carers

How will I be able to identify my carers?

All our carers wear the Guinness Care uniform – you can see it in the photo. All our carers also carry an ID badge and will present it to you when they arrive at your home. If you are unsure, you can always call your local office to double check.

Will I always have the same carer(s) each time?

We endeavour to make sure you’re visited by the same carer as much as possible. However, sometimes we need to provide a different carer in order to cover holidays and other absences.

You’ll always receive your care rota in advance, so you know who’ll be visiting you each time.

How do you choose your carers?

All of our carers go through a rigorous recruitment and induction process before they start working with us. We also ensure all of our carers have completed the necessary background checks to provide a reassurance of your safety.

We are proud of the quality of service that our carers deliver. 95% of our customers have told us that they think our staff are caring, and 89% would recommend us to their friends or family.

Paying for care

How do I find out if I’m eligible for Local Authority funded care?

You can find out more about funding your home care here.

You currently provide a care package for me through my Local Authority - how can I add extra services?

It is easy to do this. We will arrange to visit you at your home to discuss your options and complete a free assessment of your needs. Usually you’ll need to cover the cost of any additional care services yourself.

If you would like to add additional services to your care plan, please contact your local team.

I am not eligible for Local Authority-funded care - can Guinness Care help me?

Yes, we can provide self-funded care. Contact your local team who will arrange to visit you at your home to discuss your specific care needs and the next steps.

You can find out more about funding your home care here.

How much do your services cost?

We pride ourselves on our bespoke services and think that high quality care shouldn’t cost the earth. We tailor your care plan to suit your lifestyle and needs, and the cost of a care package will vary person to person, depending on the nature of the care and support services they wish to receive.

To find out more about the cost of a care package, please contact your local team who can discuss your needs and funding options with you.

How will I be charged for your care services?

If you are paying for your own care, you will receive a monthly bill from Guinness Care which covers any services received in the previous month. You can pay by direct debit, bank transfer or over the phone with a debit card.

If you are receiving Local Authority-funded care, this will be paid for directly by the Local Authority. You will not receive an invoice from Guinness Care.

Call us on 0300 123 0705 to chat about your options
Monday to Friday, 9am–5pm

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