Frequently Asked Questions

At Right at Home, every Care Assistant is a direct employee. To ensure the safety and wellbeing of our Clients, we carry out thorough criminal background checks on all our team members. Additionally, each Care Assistant is fully covered by general liability and workers’ compensation insurance for your peace of mind.

We do our best to carefully match our Care Assistants to our Clients, helping to build strong, meaningful connections. Our goal is to establish a long-term relationship with your loved one. If, for any reason, you would like to request a different Care Assistant, we’ll work closely with you to find the perfect match until you’re completely satisfied.

We know that trust and a strong connection with a Care Assistant are essential for a positive home care experience. That’s why we prioritise consistency and genuine relationships.

If your loved one needs care for several hours a day or at varying times throughout the week, it may be necessary to schedule more than one Care Assistant.

Whether you require one or multiple Care Assistants, our commitment remains the same: to ensure you and your family are happy and confident with the care provided. We’ll do whatever it takes to achieve that.

Some Right at Home locations, including ours, can administer medications depending on the level of care required and local regulations. Please contact our Medway office directly to discuss the specific support your loved one may need.

Regardless of administration, our Care Assistants can always provide medication reminders, which is one of our most requested services. We also support Clients with pre-measured medication packs, report any observed side effects, and ensure medication routines are followed safely and reliably.

Our goal is to give you peace of mind while helping your loved one remain independent at home.

Absolutely. We encourage family involvement in the decision-making process and do our best to match each Client with a Care Assistant who shares their values, personality, and interests.

Using our thorough screening and matching process, we aim to take the guesswork out of finding the right fit. We believe a strong connection between Care Assistant and Client is key to building trust and providing exceptional care.

Most importantly, your satisfaction comes first. If, for any reason, you feel a change is needed, we will always accommodate your request and work to find a better match.

Yes, we understand that care needs can change, sometimes unexpectedly. That’s why we remain as flexible as possible, allowing you to adjust the level or type of care we provide at any time.

Whether your loved one requires more support, less frequent visits, or a different type of service altogether, we’ll work with you to make those changes smoothly and promptly.

There are no long-term contracts, so you’re free to update or discontinue services whenever needed. All changes are subject to Care Assistant availability and the terms outlined in your care agreement.

At Right at Home Medway, we prioritise transparency, reliability, and communication with every family we support.

After each visit, our Care Assistants complete a detailed communications log (comms log) that families can access. This includes updates on tasks such as nutrition, hydration, wellbeing, and any specific care needs. Ensuring you’re always informed about the support your loved one receives.

We also operate an electronic alert system to monitor time management. If a Care Assistant hasn't logged in or is running late, our office is immediately notified so we can follow up quickly and, if needed, contact the Client directly. Outside of working hours, we have an on-call system so urgent updates can always be communicated.

Clients choose tasks via our app, and care plans are reviewed every six months to ensure care remains relevant and person-centred.

Additionally, every three months, we carry out client touchpoints. Which are personal check-ins that give families the chance to provide feedback and help us continuously improve our care delivery.

You’ll also receive itemised invoices only after services are completed, and time sheets are signed at the end of each visit for added reassurance and clarity.

No, you’re in complete control of the care your loved one receives. You choose the type of services, when they begin, and how often they are used. There’s no long-term contract or minimum hour requirement—our care is flexible and tailored around your needs.

If you have a private insurance policy (such as long-term care insurance), we’re happy to assist with billing and benefits coordination. Our team can help with the full reimbursement process by providing all necessary documentation for your insurance provider.

Every family we support receives a tailored Personal Care Plan that reflects their unique needs and budget. The exact cost of care depends on several factors, including:

• The number of hours of care required each week

• The type of care services provided (e.g. personal care, companionship, or specialised support)

• The location where services are delivered

Our services are typically billed on an hourly basis. To get an accurate cost estimate, please contact our office to arrange a complimentary in-home consultation. We’ll discuss your needs, explain your options, and provide a clear breakdown of our rates.

All clients receive a written rate sheet before care begins. We believe in transparent pricing—any rate changes will be communicated with at least 30 days’ notice.

There’s no one-size-fits-all answer to this question, but we’re happy to help you explore your options. Whether Social Services will contribute to the cost of care depends on two main factors: the level of support you require and your financial circumstances.

If you are eligible, funding may be provided through options such as Direct Payments or a Personal Budget, allowing you to choose and manage your own care provider, like Right at Home.

We understand navigating funding can feel overwhelming, which is why our team is here to guide you every step of the way. Please contact our office and we’ll gladly talk you through your available options and help you access the support you may be entitled to.

You or an authorised representative will receive an invoice only after the completion of services, typically on a weekly basis.

You never need to pay Care Assistants directly, and no additional fees will be requested from you by any employee. Our transparent billing process ensures peace of mind and simplicity for your family.

Your information is never sold or shared with any third party under any circumstances.

Only our office staff and Care Assistants directly involved in your loved one’s care have access to relevant information, ensuring privacy and confidentiality at all times.

Contact our friendly team to arrange a free, no-obligation home visit. We’ll meet with you, your family, and/or any authorised representative to fully understand your situation and how we can help.

Together, we’ll explore the care your loved one needs and how our services can support them. We’ll answer all your questions, discuss pricing, and begin developing a tailored Personal Care Plan.

We’ll also start the process of carefully matching your loved one with a small, consistent team of Care Assistants, people they can feel comfortable with, connect to, and rely on.

We understand that care needs can arise quickly, which is why we’re committed to responding with urgency, always maintaining the highest standards of quality and compassion.