Frequently Asked Questions

What sets us apart?

We pride ourselves on providing the very best quality domiciliary care in Cumbria always seeking to accommodate our clients’ requirements. Our focus is, therefore on providing an individual service, tailored to our clients that is both appreciated and valued. In 2020 we invested in a market‐leading electronic monitoring service, which allows us to keep up with our carers progress during the working day. This means we can better manage our clients’ expectations and increase our accountability. We understand that regular communications are vital to this process.

Please take a moment to read through the FAQs and if you have any additional questions, please email us
on info@mshcare.co.uk.

Security and confidentiality

Every member of the MSH Health Care team has been through a rigorous vetting procedure before they start
working with us. In addition, all staff will always be in uniform and carry a personalised identification card
which shows their name and photograph.

MSH Health Care is registered with The Care Quality Commission (CQC). They set the minimum standards by
which we operate; however, we strive to exceed these minimum standards in everything we do. We are also
full members of the United Kingdom Home Care Association (UKHCA). Both of these bodies have standards
which set out how we should operate. We also carry Public Liability insurance.

What’s a typical care package?

There is no such thing as a typical care package because each one is specifically tailored to meet the needs of the individual service user. Please contact us for our prices

Can you guarantee visit times?

We would never guarantee something that we cannot directly control and the nature of home care means that
there are many variables (e.g. traffic, unexpected event at a previous client) that can impact upon a carers
ability to arrive at an address at a precise time. We, therefore, ask our clients to allow +/‐ 15 minutes against
the advised visit time, and we will call if there is likely to be a more significant variance than this.

Can I expect a regular carer?

We believe that consistency of care works best for both client and carer as both parties get to know one
another and their routines. However, it is never possible to rely on a single carer, but MSH Health care will
seek to keep the number of carers visiting a client to the minimum.

How much will my care cost?

We will put together a detailed plan for each client, which, as well as setting out the care to be delivered, also
shows the weekly costs. You may find you will be entitled to assistance with the cost of your care either from
your local Social Services office or via other Government grants. Hence, allowing us to provide affordable
quality domiciliary care in Cumbria.

We may be able to help you with any external costing queries. You can pay via cheque, BACS or set up a
standing order payment. The invoice will be sent in arrears.

What about out of hours support?

Our offices are open from 9.00 am to 5.00 pm Monday to Friday. We also operate an out‐of‐hours emergency
service, which is operated from 5.30 pm to 09.00 am.

We provide Out of hours service throughout the year including Christmas, Easter and Bank Holidays.

How do I make a complaint?

The law requires care providers to have an effective system in place to identify, receive, handle, and respond
appropriately to complaints and comments made by clients, or persons behaving on their behalf. As a
company, we aim to provide the best possible service, delivered safely and in a dignified manner to all our
clients; to achieve this, we work closely with all parties and outside agencies.
However, we realise that occasionally there may be a cause for complaint and query, and we aim to resolve
these as quickly as possible and to the satisfaction of those concerned. We aim to ensure that all complaints
are dealt with promptly, appropriately and effectively so that the complainant can feel more confident that
their complaint or query has been heard and acted upon.
If you would like a copy of the complaints policy please contact the office on 01229 311157 and request a copy
or request one via our Contact us page.

What tasks can my carer do?

We develop a care plan, which details exactly what you have instructed us to do. Care plans frequently evolve
and we check regularly to ensure that the care we are providing is appropriate. We monitor the care plans
periodically, ensuring they are up to date and when necessary book an appointment with the client or their
representative to update the outcomes in the care plan.

What tasks can’t my carer do?

We are not able to give injections or change sterile dressings. In addition, we cannot carry out tasks, which are
likely to cause risk to either the person we provide care to or to the MSH Health Care carer. Tasks will be
agreed with you in advance. Any changes to the plan can be discussed with your MSH Health Care carer.