Council and democracy

Home care standards

Your home care agency must give you written information about the services it provides for you. This should include an emergency contact number, a complaints procedure, a copy of your care plan (the tasks your care worker will do), and a daily record.

The agency should also:

• let you know if your care worker is going to be late, or
  if a different care worker is to visit or the day needs to be changed (this should only be if you agree),
• keep in regular contact to ensure all is well, and
• deal sensitively and professionally with any complaint about the agency or a care worker.

Your home carer should:

• show you their identification when they arrive,
• know about your needs and what help has been arranged,
• arrive on time and stay for the agreed time,
• do things the way you want them done,
• help you do things for yourself,
• tell the agency about any changes in your needs,
• not burden you with their problems,
• provide receipts for any shopping they do for you, and
• never forget that they are a guest in your home.