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Frequently asked questions about care provision

At Manorcourt Care we understand that choosing to work with a care provider for any one or their family is not a decision to take lightly. Indeed, trust plays an enormous part – trust that the person chosen to care for you or your loved one will do so in such a way that recognises them as a unique individual, respects the way they like things done and treats them at all times with consideration, kindness, dignity, warmth and compassion.

At Manorcourt Care we are passionate about consistently delivering a level of care that is tailored to meet your needs. There is no need to go to anyone else.

Yes you can. As a customer we want to ensure that you receive the highest standards of service and care from the moment you make contact with us. So we have a customer charter which outlines the standards of service you can expect from Manorcourt Care.

You need to find your local branch and ask to speak to a Care Advisor or Branch Manager to discuss your needs and requirements. We will then arrange for an initial home visit for an experienced member of staff to understand completely your needs and answer as many questions as they can about the team and the service we provide. This is all captured in a tailored care plan to ensure that the service we provide is exactly what you are looking for.

If you are happy with this, we will then put together a care team who will provide the care and support you require. With you knowing who the care team is, you can be confident that whenever one of your team is on holiday they will have their duties covered by another member of your team. You will always know who is coming into your home.

We do this in a number of different ways. Our aim is to make sure you receive a consistently high standard of service and care which is reliable and consistent, and is tailored to you. Of the utmost importance is that the service provided promotes your health and wellbeing as well as your independence and dignity.
When you first receive a service from us an experienced member of staff will make contact within the first 24 hours of the service commencing to see that you are happy. We will continue to call you weekly until a full month of your individual care plan has been delivered. This way we can then make any adjustments to make sure it is working for you.

We recognise that our care staff are key in ensuring you receive the best standards of service so we make sure that they are fully trained and continue to be supported whilst they work for us.
All our care staff receive comprehensive induction training and then have regular updated training to make sure that they are carrying out their duties in compliance with any legislation, the standards set by the Care Quality Commission and those set by the Local Council. Manorcourt Care also has a comprehensive set of service standards which we expect all staff to follow in their daily work.

All staff are checked through the Disclosure and Barring Service and meet all the competency standards required, specified by the Care Quality Commission as well as standards set out in the Health and Social Care Act 2008. Manorcourt Care has also been reaccredited with the Investors in People award.
All care staff receive one to one supervisions, annual appraisals and are also subject to unannounced spot visits in people’s homes, where experienced staff observe how well the member of staff is carrying out their duties.

We also send out annual quality surveys to our customers which enables any comments to be made about the quality and standards of service received. Following review of responses received, correspondence is sent to our customers detailing any areas of improvements planned.

Our Regional Managers also undertake unannounced quality audits of all the branch offices at least once a year. This is to ensure each branch is offering the best standards of care. As part of this audit our Managers visit people using our service in their own homes to listen to how the service is being delivered and is meeting people’s expectations.

At the time of writing, we are very pleased to inform you that all our registered branches are 100% compliant with the standards set by, and inspected on, the Care Quality Commission.
Our belief is that you should never be afraid to speak out and raise concerns. If you do, you will be met by people that listen and people that are interested in resolving issues to your level of satisfaction.

The quality of service we provide to you is at the heart of what we do.

We at Manorcourt Care pride ourselves in putting you and your needs at the centre of the service and care we provide for you. Our care needs assessment plan is very person centred and takes full account of your wishes, needs, circumstances and what you want from the care in order to build a care plan that is right for you. The questions our experienced staff ask you are all about how we can provide the highest quality of care tailored to your needs in order to make you feel comfortable and safe in your own home, including outcomes that you want and this is documented in your proposed care plan. You have the chance to review our proposed care plan and have the opportunity to discuss it further in order that you are then content to sign it, before the service commences. We are on hand to discuss issues you have and make any adjustments accordingly.

Following recent inspections by the Care Quality Commission, a number of its inspectors have made very positive comments about our care assessments and care plan documentation, welcoming how person centred our approach is.

Yes we do. We can provide services and care for 24 hours a day depending on your wishes and needs.  Your requirements can be discussed initially with a Care Advisor or Branch Manager at your nearest office. We do provide night sitting services whereby the support worker remains awake during the night or sleeps in order to give you comfort that you are not alone if you need any assistance during the night.

Yes, you can make these arrangements. We can provide a range of services outside your home. This can include companionship; sharing hobbies, interests and activities, accompanying you to social occasions, on visits to friends or favourite places. We can also accompany you on visits to hospital outpatient clinics, your GP’s, hairdressers or barbers.

We can also go shopping with you for food, clothing or other items.

As you can see, we can provide services outside the home that are tailored to your needs.

Manorcourt Homecare provides a high quality and responsive service 24 hours a day, 365 days a year.  This is achieved through our local dedicated office teams and our out of hours emergency service.

Our emergency out of hours service is personally staffed by experienced care staff from our branches outside normal working hours during the week and 24 hours a day at weekends.

Calls to the out of hours service are for emergencies only, i.e. if families or professionals need to request a change of visit time or cancel a visit at short notice.

Information regarding contact details for local out of hours services is available at your local branch and can also be located in all customer files.

Our live-in care service is a bespoke, affordable care solution which enables you, or your loved one, to remain in the familiar surroundings of your own home. Our live-in carers can help with personal care such as getting dressed, bathing and medication and also provide help with domestic tasks such as cooking, cleaning and shopping. Live-in care promotes independence and allows individuals to be in control of their lifestyle.

This service can be provided on a short or long term basis.

The benefits of live-in care include that:

  • The cost is comparable to many care homes
  • You can stay in your own home with your own care worker
  • With one to one care you have greater flexibility and personalisation
  • You can continue your chosen lifestyle

Live-in care staff work three weeks on and then have one week off, so this offers you continuity of care. Staff have an uninterrupted 2 hour break every day.

We believe this means that you can live independently at home for longer when you need care and support.

All our care staff are trained to the highest standards, using our internal training programme and chosen not only for their skills, but also for their warmth, friendliness and caring attitude. Our carers provide professional care that respects the rights and dignity of each individual. The emphasis we place on high quality staff has been rewarded when the Company received its “Investors in People” reaccreditation. Our staff naturally meet all the requirements of the Health & Social Care Act (2008) and are DBS checked.

and affiliations

We take great pride in delivering a high quality comprehensive service to all clients. Our accreditations and affiliations support this goal.

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Careers at
Manorcourt Care

If you’re looking for a new career opportunity, why not take a look at our current vacancies.

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Registered Office: Manorcourt Care (Norfolk) Ltd and subsidiary companies, trading as Manorcourt Homecare. The Beeches, Apex 12, Old Ipswich Road, Colchester, Essex, CO7 7QR. Company number: 04516799