Care at home

How can I contact the home care manager?

You can call us on 01324 508888 during office hours or on 01324 503050 outwith office hours.

You can also write to:

Home Care Manager
Carronbank House
Carronbank Crescent
Denny
FK6 6GA


What should I do if I have a problem with my home care service?

Please call us on 01324 508888 during normal office hours (Monday to Friday, 9:00am-5:00pm).

Outwith office hours and on public holidays, please call 01324 503050.


Will I have a written agreement with you?

Yes. We will ask you to sign a written agreement with us about your Personal Plan. This forms the contract for the care you will get. You can ask us to review your your Personal Plan at any time.

 

 


Will I get a personal plan?

Yes. We will write this with you. It will set out what care you will get and you will keep a copy of your personal plan.

We may need to share this plan with other people or agencies who are involved in your care. We will always get your permission before we share your personal plan.

We will review your plan every six months or sooner if needed. You can ask to review it at any time.

 


Is there a charge for the help I receive?

You may have to pay for some services. If you do, we will tell you how much and how you can pay. If you, or your carer, would like your benefit entitlement checked, please call us on 01324 501404.


Do I need to pay my home care worker for anything they do for me?

No. Falkirk Council care staff cannot accept gifts from people who use our services. This rule also applies to any staff from private care providers that provide your help.


How can I change the help that I get, or stop the care altogether?

You should speak to your home care manager during office hours. You can call us on 01324 508888 (Monday to Friday, 9:00am-5:00pm).

If you urgently need to change your care outwith normal office hours please call 01324 503050.

 


What should I do if I think my care needs have changed?

Please contact your local Social Work office. We will prioritise your request for reassessment and get in touch with you to discuss your needs.


What should I do if my personal details change?

You must contact your home care manager so we can update our records.


Do I need to let anyone know if I’m not going to be at home when my home care worker calls?

Yes. You must call us to cancel your care, giving as much notice as you can.

If you don't cancel your care and are not at home when your home care worker visits, they will tell your home care manager that you’re not in.

We have a duty to check you’re safe and will take steps to find you. If we’re unable to find you after all steps have been taken, then we’ll have to gain entry to your property by way of a forced entry, involving the police. These types of emergencies are both time consuming and upsetting for everyone.


Do I have to let anyone know if I’m going away on holiday, to visit friends or family or into hospital?

Yes. You must call us to cancel the care for the dates you will be away, giving as much notice as you can.

If you don't cancel your care and are not at home when your home care worker visits, they will tell your home care manager that you’re not in.

We have a duty to check you’re safe and will take steps to find you. If we’re unable to find you after all steps have been taken, then we’ll have to gain entry to your property by way of a forced entry, involving the police. These types of emergencies are both time consuming and upsetting for everyone.


What happens if you or an approved private care provider agency are no longer able to provide my care?

We will discuss alternatives with you.


Can I see my care records?

If you wish to see your confidential records on your home care service, please ask your home care manager. We must make sure that any information we give you is in line with:

  • Data Protection Act 1998 - The Act is there to protect the personal privacy and the rights of the person the information is about
  • The Freedom of Information (Scotland) Act 2002 – The Act makes sure that people have the right to access information about them that is held by Scottish public authorities

How do I complain about the home care service?

We have a complaints procedure for you to follow. You can talk to us about your complaint or put it in writing. You also have the right to complain to the Care Inspectorate at any time.


Care worker

What can a home care worker do for me?

When we agree your care package with you, we will agree what your home care worker will do when they visit.

This could include help with:

  • Your personal care, such as getting washed and dressed
  • Showering, baths, shaving and going to bed at night
  • Preparing and cooking meals
  • Some types of financial transactions
  • Laundry
  • Basic housework
  • Assisting you to manage your medicines

What can’t a home care worker do for me?

Home care workers are not allowed to do things that might put their own or your health or safety at risk.

This includes:

  • Using equipment that is faulty, or needs repaired
  • Doing anything above arm's reach without using safe ladders or steps
  • Moving heavy furniture
  • Sitting out on window ledges to clean windows

They are also not allowed to do the following tasks:

  • Gardening
  • Decorating
  • Administer most types of medication
  • Give you any help that is not written in your care plan

What if I need help in the evening or overnight?

We will discuss this type of help with you about this when we create your care plan.


Can a home care worker deal with my financial matters?

If you need help with any financial matters, your home care manager will tell you if we can help you with this. If we can help, we will write it in your care plan. You must agree to this help in writing.


Can my home care worker help me with my medication?

They may be able to help you with your medication, but there are restrictions. If we are going to help you with your medication, we will write this in your care plan.

Home care workers are limited in how they can help you. They can only remind you to take any medication the pharmacist has given you in a monitored dosage system. They cannot give you medicines from original containers.

Some tasks can only be performed by trained health care professionals, such as injections. We have a strict medication policy that home care workers must follow.

Your home care worker must not:

  • Fill dosage boxes with medication
  • Take individual tablets out of original containers
  • Pour and measure medicine in liquid form
  • Buy or prompt you to buy over-the-counter medication
  • Encourage you to take any medication that has not been prescribed to you

Your home care worker can, with your home care manager's permission:

  • Collect prescriptions, but we will always encourage you to use the collection and delivery service most pharmacies provide
  • Only prompt and remind you to take prescribed medication
  • Put some types of eye and ear drops in for you, but you must have been prescribed these
  • Apply creams, but these must be supplied by prescription

What time should I expect my home carer to arrive?

We will discuss times with you before we start your care service. These agreed times will be written in your care plan.

We can't absolutely guarantee a specific time, as there are many things that can hold your home care worker up. They may have to help another service user who has fallen or may have been delayed in traffic.

If your home care worker is off work for any reason, then a replacement home care worker will visit you as close to your usual time as possible. Our office staff will phone you to tell you what is happening. If we have not contacted you, please call us.


What should I do if my home care worker is late?

The times your home care worker arrives at your home can vary as there are many things that can hold them up. They may have to help another service user who has fallen or may have been delayed in traffic.

If we have not contacted you to let you know your home care worker is running late, please call us to find out how long they might be.


What should I do if my home care worker does not turn up?

If your home care worker has not turned up, please call us or activate your MECS alarm if you have one.


What happens when my home care worker is on holiday?

Your home care worker should tell you that they are going on holiday. They should discuss with you what your needs might be during the time they are away. This is so we can arrange a replacement home care worker for you, if you want one.

We will try to send a home care worker you already know, but this is not always possible. It is our policy that no housework is carried out for the first two weeks when your normal home care worker is on holiday.


What if my home care worker goes off sick?

Home care workers can sometimes call in sick at very short notice. If you would like a replacement home care worker, then we will arrange this for you. We will try to send a home care worker you already know, but this is not always possible. We will ask the replacement home care worker to help you with the most urgent things such as personal care, medication prompting or preparing you a meal.

For help with things that are not so urgent such as laundry, we will try to provide help with this. This might be at a different time or day, when home care workers are available to visit to help you with this. It is our policy that no housework is carried out for the first two weeks when your normal home care worker is off sick.


Should my home care worker have some kind of identification?

All home care workers will wear a uniform and carry identity cards when carrying out your care. If you would like to check the identity of your home care worker, please contact us on 01324 508888 during normal office hours. You can call 01324 503050 outwith office hours.

If your care is provided by a private care agency, their home care workers will wear a different uniform.


What if I am unable to answer the door to allow the home care worker access to my home?

We will discuss this with you when we create your personal plan.


Can I choose my home care worker?

If you wish, you can use Self Directed Support to buy your own care or to choose a care agency or employ a personal care assistant of your choice.

If you have any care issues, please contact your home care manager.

For more information about Self Directed Support, please contact your local Social Work office.


Is there anything I have to do to confirm that the home care worker has been?

You must sign the home care worker’s timesheet each week to confirm how much time they have spent with you. If the time your home care worker has recorded is not correct, please do not sign the timesheet and contact your home care manager.


Charges

How and when will I pay for services?

You will be charged from the date the service starts. We will send you a bill each month. Your bill will explain the ways you can pay.

You may not have to pay if you are getting Disability Living Allowance or Personal Independence Payment. Please contact us for more information.

If you get meals from Meals on Wheels, a lunch club or day centre, you will be charged £3.40 for each meal. You will pay when these meals are delivered to you.


How much will I have to pay for residential care?

There is no standard charge for residential care, such as care homes. If you need residential care the amount you will have to pay will vary depending on where you receive care and your financial circumstances.


What happens if I temporarily stop using a service?

You will still have to pay if you temporarily stop using a service, or if the service is suspended temporarily. Charges will only stop if you have not received a service for four or more weeks in a row.


What should I do if I think I am paying too much for services?

You can apply to reduce your charges if you think you are paying too much for your care services. To do this you will need to fill in an ‘Application for exemption of social care charges’ form. You can ask us to send you a form by calling 01324 590735.

You can also ask us to review your charges if, when we assessed you, we did not know some information or made a mistake in calculating your charges. If we agree this happened, we will backdate our new decision to the date of the original decision.


What should I do if there has been a change in my circumstances?

Please contact us as soon as possible if there has been a change in your circumstances. If we agree, our new decision on your charges will take effect on the date that your circumstances changed.


What should I do if I am struggling to pay my charges?

You can apply to our Charging Review Panel if you are struggling to pay. We will look at all hardship case individually.


Laundry service

How does the laundry service work?

If you need help with your laundry, we may be able to do your laundry. This will depend on whether you already have home care staff visiting you to do other things. If they are, they can do your laundry for you.

If you have difficulty with incontinence, or have certain medical conditions, you may be able to use our incontinence laundry service. This service supplies you with hospital sheets, flats sheets and pillowcases.

Our staff will collect your laundry once a week and deliver fresh bedding to you. They can only collect the bedding that we give you. They are not able to take your own items of clothing away to get washed. The incontinence laundry service is free.


How can I get the incontinence laundry service?

You, or someone who cares for you, can ask us to assess you for this service. To do this, please contact your local district nurse at your GP surgery. If you are assessed as needing this service, your district nurse will tell us and we will arrange to set up the service with you.


Who comes to my house to help me with my laundry?

One of our drivers will come to your house to collect your dirty laundry and deliver clean laundry to you. They will drive a Falkirk Council vehicle, have a uniform on and will show you identification. Our driver will take your laundry to NHS Forth Valley’s laundry service.


How is the dirty laundry uplifted and my clean laundry delivered?

We will give you a supply of bags and ask you to put your dirty sheets in one each week. Our driver will take this bag away when they come to your house. They will bring clean sheets for you at the same time.


What should I do if I am on holiday or have been admitted to hospital and don’t need the laundry service?

Please contact us as soon as possible if you don't need the laundry service on 01324 508888. If you are unable to call, you can ask a relative, friend or carer to call for you.

If you don’t cancel your laundry day and are not at home when our driver calls, they will tell us that you’re not in.

We have a duty to check you’re safe and will take steps to find you. If we are unable to find you after all the steps have been taken, we'll have to gain entry to your property by way of a forced entry, involving the police. These types of emergencies are both time consuming and upsetting for everyone.


What should I do if I am not happy with this service?

We have a complaints procedure for you to follow. You can talk to us about your complaint or put it in writing. You also have the right to complain to the Care Inspectorate at any time.


Meals at home

How does the meals at home service work?

We may be able to help you with meals at home in one of these ways:

  • We can help you prepare and cook meals at home
  • We can deliver hot meals to your home if you are unable to cook for yourself

Who delivers the meals?

Our Meals on Wheels drivers will deliver the meals.


Where do the meals come from?

Meals are made in local schools throughout the Falkirk Council area.


Is there a menu to choose from?

Yes. We offer a three-weekly cycle of menus.


Can my special dietary needs be catered for?

Yes. We try to meet all special dietary needs and offer diabetic and vegetarian menus. We will discuss your dietary needs when we are assessing you for this service.


What should I do if I am on holiday or have been admitted to hospital and don’t need the meals service?

Please contact us as soon as possible if you don't need the meals service on 01324 50888. If you are unable to call, you can ask a relative, friend or carer to call for you.

We need to be told of the dates, preferably in advance, so that we don’t waste food or the driver’s time. If you don’t cancel your meals and are not at home when our driver calls, they will tell us that you are not in.

We have a duty to check you’re safe and will take steps to find you. If we are unable to find you after all the steps have been taken, we'll have to gain entry to your property by way of a forced entry, involving the police. These types of emergencies are both time consuming and upsetting for everyone.


What should I do if I am not happy with the Meals on Wheels service?

We have a complaints procedure for you to follow. You can talk to us about your complaint or put it in writing. You also have the right to complain to the Care Inspectorate at any time.


Shopping service

How does the home shopping service work?

If you are unable to do your own shopping, we can assess your situation and may arrange to do your shopping for you.

You may be able to get one of the following shopping services:

  • We can arrange for your home care worker to do your daily shopping for basic items, such as bread and milk
  • We can arrange for our shopping assistants to do your weekly shopping for you if you are unable to do your own shopping
  • We can put you in contact with voluntary organisations if you want to do your own shopping but need some help

We may charge you for this service, depending on your circumstances.


How do I pay for my shopping?

You give the shopping assistant cash when they collect your shopping list. They will give you a receipt for this cash. Your shopping assistant will also give you any shop receipts and return any change to you.


How do I choose the items I want?

We will send you a preprinted shopping list with tick boxes for you to choose what you want to buy. Your shopping assistant will give you a new list every week. This will allow you to plan your next week’s shop in advance.


What should I do if I require special types of food?

You must tell us before we start the service for you so we can make sure your needs are met.


When will my shopping assistant do my shopping?

We will do your shopping once a week. We run this service from Monday to Friday between 1:00pm and 5:00pm. We’ll identify your shopping day depending on the shop you choose to have your shopping from.


Can you choose a particular shop?

Yes. We will try our best to meet your request but this may not always be possible. We may have to add your name to a waiting list for the shop you have requested. As soon as we have enough requests for that shop, we can start to do your shopping there.


How will my frozen and chilled products be kept fresh?

All frozen and chilled products will be kept in a cool box to make sure they reach you in perfect condition.


What should I do if there is a problem with my shopping delivery, for example I got the wrong or damaged products delivered?

Please contact us as soon as possible. We will arrange to replace the perishable goods, such as fresh milk and meat. Your shopping assistant can return other goods the following week and exchange them or get a refund. If you do get the wrong or damaged food, please keep your till receipts.


What if I am on holiday or have been admitted to hospital and do not need my shopping?

Please contact us as soon as possible if you don't need the shopping service on 01324 50888. If you are unable to call, you can ask a relative, friend or carer to call for you.

If you don’t cancel your shopping day and are not at home when our driver calls, they will tell us that you are not in.

We have a duty to check you’re safe and will take steps to find you. If we are unable to find you after all the steps have been taken, we'll have to gain entry to your property by way of a forced entry, involving the police. These types of emergencies are both time consuming and upsetting for everyone.


What should I do if I am not happy with the shopping service?

We have a complaints procedure for you to follow. You can talk to us about your complaint or put it in writing. You also have the right to complain to the Care Inspectorate at any time.