The client set up process
We work alongside families to deliver award-winning, companionship-based care at home. As experts in senior care, we are committed to giving you the support and advice you need to ensure your loved one is well cared for in their later years.
Our set up process is designed so we can offer the best possible care to our clients, from the very beginning.
Initial call
We have local branches across Scotland and the south east of England and our staff are always available to take your call.
Your initial call is our opportunity to hear from you, to understand your situation and what support you need. You can ask any initial questions and we can provide our advice. We know that arranging care can feel overwhelming but our staff are experts in later life care and will give you the information and support you need to make a well informed choice.
After the conversation, we will send you out an information pack with full details of what we can offer. If you are happy to proceed, we aim to have a package of care in place within a week to 10 days.
Meet the family
We will then arrange a face to face visit, either in the Bright Care branch or at the clients home. Building a relationship with the whole family is really important to us and this meeting is a good opportunity for us to get to know each other.
There will be the opportunity to ask any further questions, assess the client’s needs and discuss how we can best support the family. The Care Manager will discuss the proposed care plan and can arrange a further meeting if required.
Care planning
Once the family have agreed they are happy to proceed, we will put together a Care and Support Plan and propose a schedule of visits.
The Care and Support Plan sets out the care arrangements and is used by our staff. It is a working document and is reviewed regularly and updated as care needs change. The plan includes the following documents:
- One page client profile
- The Care Support Plan
- Risk assessment (about the client and environment)
- Medication Risk Assessment
Your dedicated Care Manager will work with the carer, client and family to provide ongoing support and keep the Care Support Plan up to date.
Client carer matching
As part of the care planning process, our clients and carers are matched with much care and consideration. Once we have met the family, we have a good understanding of which of our carers will be best suited to your loved one. Our carers are not simply assigned clients, we spend time talking to them about the needs of the individual and whether they feel they would be well placed to support them.
A smaller package of care will have one or two dedicated carers and our larger packages may have up to six. Continuity of care is important for building relationships so we aim to give our clients the same regular carers.
Carer introduction
Once the Care Support Plan has been agreed, we will arrange an introduction with the carer(s), client and wider family in the clients home. The Care Manager will be there to ensure everything goes smoothly.
Care package begins
After the introduction, visits will then begin as scheduled. The carers will update Birdie after every visit and you can login and see how the visit has gone. Your Care Manager will be in regular contact and will be on hand to deal with the ongoing management of the Care Support Plan.
On the very rare occasion that the client or carer is not happy with the match, your Care Manager will work with you to find an alternative arrangement.
