It starts with a conversation
Before any care starts, a care coordinator comes to meet you. We meet you in your home where we can, and we allow an hour.
We talk to you, not about you. If family are there, we still ask you directly. We ask what a good day looks like, and what a bad one looks like. Most of your plan comes out of that.
How it unfolds
Your coordinator visits
You talk about what matters to you, what you can still do yourself and what you'd like help with.
A walk through the home
How to get in, where things are kept, the steps, the dog. The small things that make a visit go smoothly.
Your plan is written up
We write it up within 2 business days and show you how to see it and change it. If you'd rather not use the website, ring us and a coordinator records it.
You meet your companion
Your coordinator introduces your companion and tells you a little about them, so you know who is coming before they arrive.
The first visit
Your companion arrives, you say hello properly, and you get on with what you planned: a cuppa, the shopping, or just a chat.
The first plan is provisional
It isn't right until a companion has actually been. Expect it to change after the first visits, and say so when something isn't quite right.
After every visit
Before your companion leaves, they write a short summary: what was done, how you seemed and anything worth passing on. It appears in your account straight away, with the real start and finish times.
Anything that needs following up reaches your coordinator the same day, and your coordinator reads your summaries at least weekly, looking for patterns.
Keeping your plan right
A plan that's updated all the time can still be wrong about the things nobody thought to change. So we review it.
- Every 12 months, as a conversation, not a form check.
- After a hospital stay, before care starts again.
- After a fall or an incident.
- When a companion notices a change.
- Whenever you ask, for any reason.
You're in charge
A family member or other person you nominate can help, but they can't overrule you. If you and your family disagree, your coordinator talks to you privately, and you decide.
