Visiting Care

All of our carers go through a rigorous recruitment, selection and interview process. Our carers are selected based on their skills and experience, but also their caring nature and soft attributes which are central to being a great carer. We only recruit less than 1% of the carers who apply to work with us.

Our carers complete classroom-based training as well as practical training and practical field-based competency before they go out to an assignment. By their twelfth week with Trinity, they will have completed the Care Certificate.

Our visiting carers live locally and will travel from home in their vehicle to look after the clients assigned to them. We do not discriminate against background, when we recruit carers, we look for kind and trusted people who are passionate about providing high-quality, person-centred care.

Each carer receives training that both meets and goes beyond the statutory standards of the Care Certificate. As an approved training centre, our specialist training has been designed to prepare our carers for all aspects of delivering professional, heartfelt care. The course is delivered through a mixture of classroom training sessions, group discussions, workbooks, online learning, and practical supervision. This training is led by one of our qualified trainers and includes a range of modules covering, but not limited to, duty of care, working in a person-centred way, communication, privacy and dignity, fluids and nutrition, dementia, safeguarding, basic life support, health and safety, administering medication, handling information as well as infection prevention and control.

The care you receive will be highly personalised to you, so if you need a carer who can cook, we will ensure that you are matched with a carer who has experience in cooking for clients.

There are two main differences between regulated care and introductory care. Regulated care, also known as a managed care service, typically employs their carers directly and is regulated by the Care Quality Commission (CQC). Introductory care, also known as self-managed care, matches clients with verified self-employed carers and they are not regulated.

Trinity Homecare was established in 1996, so has been providing high quality homecare services for over 25 years to families throughout Surrey.

The Care Needs Assessment will be conducted by your designated Care Manager, who will dedicate time to familiarise themselves with you, your family, your requirements, daily routine, and preferences. During the assessment, the Care Manager will gain insight into all the tasks you need assistance with. They will also take the necessary time to assess your environment to ensure it is secure and equipped with everything needed to support you safely and efficiently. All this information will be used to create a personalised care plan for you, and it will also provide valuable insights to help us match you with the most suitable carer to meet your holistic needs. The care needs assessment presents an excellent opportunity for you to ask any questions you may have and to express any concerns or reservations openly; the Care Manager will be present to offer support and guidance at every stage of the process.

The Care Needs Assessment is a thorough meeting to establish your care needs, routines and preferences as well as an opportunity to view the environment to ensure everything is safe and in place for us to provide care safely. This meeting can take up to two hours, sometimes a little more if the individual is in hospital or a residential setting in which case we will need to complete an assessment of the person as well as the property. It can also take slightly longer if lots of family members attend with lots of questions or if the package of care is quite complex.

Providing all paperwork is completed in time and we have capacity, we can have a carer ready to start care visits in as little as 24 hours.

For our visiting care service, we prioritise assigning the most local carers to you so that there is minimal chance of factors such as traffics affecting the carers ability to reach you. Of course, if you would like a different carer to visit, this can be discussed with the care management team.

For our visiting care service, we do not share the carer profiles with you as the carer will not be living in your home with you, unlike our live in care service. We still match the carers skills and experience to your personality and needs, but also take into consideration specifics, such as their location and schedule.

With our visiting care service it is not possible to arrange a face-to-face meeting ahead of care commencing. However, sometimes we can arrange for you to meet your carer via a video or voice call.

If you decide not to proceed with our services, please inform us as soon as possible. The Care Needs Assessment is completely free of charge and without obligation. If you decide not to proceed it is always helpful if you can tell us your reasons in case there is anything we could have done differently.

You will see your dedicated Care Manager on average every three months when there is a regular review with one of the senior team. A visit from the Care Manager can also be requested whenever a change in the care needs has been identified.

It is not your responsibility to provide meals for visiting carers. However, if you wish to eat with the carer and they are happy to then that is an arrangement you can have directly with them.

Yes. Our visiting carers are here to ensure you can continue living the life you love at home. This includes jobs around the house, light cleaning, cooking and taking you to your appointments.

Almost all of our visiting carers can drive and have their own car as this is how they travel from client to client. If you would like your carer to drive your vehicle, it will be your responsibility to check or arrange that they have the appropriate licence and insurance. We cannot accept liability in respect of any costs, fines, penalties or claims incurred by the carer whilst using your vehicle.

Yes, your carer can walk your dog and feed your pets. As long as we know this is a requirement, we will include it in the care plan and ensure that the carer we select for you is happy to do this. Some carers are allergic to animals so we must know if pet care is required.

Your carer can assist with your medications as needed. During the Care Needs Assessment, your Care Manager will need to see a list of your medications and will detail the carers involvement in supporting you within the care plan.

If you decide not to proceed with our services, please inform us as soon as possible. The Care Needs Assessment is completely free of charge and without obligation. If you decide not to proceed it is always helpful if you can tell us your reasons in case there is anything we could have done differently.

If the person receiving care passes away, all visiting care services will cease immediately from the date of death. In accordance with the terms outlined in the care agreement, the client representative will remain responsible for payment of services for the duration of the contracted notice period. An invoice will be issued reflecting this, ensuring compliance with the agreed-upon terms. This approach helps maintain clarity and fairness while honouring the contractual obligations established at the start of care.

For visiting care, all bank holidays (including substitutes), Christmas Day, Boxing Day and New Year’s Day are charged at double our weekday rate.

We will not charge you for the carer’s travel to and from your home. However, if you ask a carer to use their own car on your behalf during the care visit, even if you are not in the car, a mileage charge of 45p per mile will be charged and this will be added onto the invoice once approved by the representative.

For visiting care, you will be invoiced fortnightly in arrears.

If you are thinking of cancelling or have anything at all you are not happy with, it is best to speak to your Care Manager first. They will do everything they can to support you and resolve any concerns you may have.

You may cancel the agreement with us immediately at any time within the 14 day cooling off period and only have to pay for those 14 days. Once the cooling off period has ended, you must give us 14 days’ notice on any cancellation, and you will be charged 100% of the fees for all care scheduled for this period, unless you are admitted to hospital on short notice.

A detailed cancellation policy will be outlined in your terms and condition document. Our friendly team are more than happy to go through any questions you have before you sign an agreement with us.