FAQ

Here are the answers to some of the questions that we get asked. If your question hasn't been answered, please contact us and a member of our team will be happy to help.

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FAQ

What does home care involve?

Home care provides a flexible way to be supported in your own environment, enabling you to stay in your own home and community. It's a real alternative to moving into a care home! Whether you're in need of a couple of visits a week to support with light cleaning duties and shopping, or you require a full care package with people visiting you seven days a week, we will be able to offer you something that suits you.

If your care needs change over time, your package of care can be amended so that you are always receiving the relevant support to maintain a good quality of life. Our main priority is to get to know you and to understand your needs, so that we can offer you a service that is perfectly suited to you.

How do I begin to receive support from Key 2 Care?

Our contact form is available on every page - so you can fill this in and a member of our team will be in touch within 48 hours. If you'd prefer, you can send us an email at info@derbyshirecare.co.uk. Alternatively, you can call us on 01332 275060 and select Option 1 to speak to someone who can answer any questions about our service that you may have. You are very welcome to have a chat with us without any obligation to use our services!

How are my care needs assessed?

Once you've spoken with us and you'd like to take things further, we'll arrange a free face to face assessment with a senior member of our team, who will come to visit you to discuss with you how we might be able to help. This is a good opportunity to find out more about us and what we offer - there will be plenty of time to ask questions. We are very happy for family or health and social care professionals to be in attendance during this assessment. so that we can discuss ways of working together to support you in the best possible way.

Once we've assessed your needs, we'll work with you to create a bespoke plan of care and support that details how our team will support you, and how frequently you'll be visited. Providing you're happy with the agreement, we'll then arrange for your carers to introduce themselves to you, before starting care.

What is a care plan?

A care plan is a personalised document that is designed to clearly detail the plan for how you wish to be supported by our care team. We don't offer a one-size-fits-all approach, but instead work with you to identify exactly how we can best support you in your own home. We are very happy to involve your family and medical team in these conversations too, if you'd like.

 The care plan will outline what tasks and activities the carers will be supporting you with and completing when they come to see you, along with the times of when they'll be visiting. We go through this with you, in detail, to make sure you're happy with your plan.

Can I make changes to my care plan?

Your care plan is a dynamic document that is designed to meet your needs at all times. We'll review your care plan with you at regular intervals to check that it continues to suit your needs, however at any time you can always reach out to your regular care worker or a member of the office team if there's anything you'd like to discuss, or to ask for changes to be made and we'll be happy to do so for you. If you feel at any time that your needs have changed and that you need either more or less support, then please get in touch so that we can arrange a reassessment for you.

Will I be visited by the same care worker?

Where we can, we will ensure that you are being visited by a small number of care workers. We know that consistency is important, and this will give you the opportunity to really get to know your carers, so that they can get to know your needs and preferences over time.

 When new carers join us, they will always be introduced to you by someone in the team who you already know. We take recruitment very seriously and will only recruit people who we'd be happy to have caring for our own loved ones. We undertake thorough background checks for all new staff, and we complete a comprehensive training program and accompanied visits to ensure that they are confident and competent.

Can I make changes to the people for provide care to me?

If, for any reason, you're not happy or comfortable with one of the carers who comes to visit you, please contact a member of the team and we'll be happy to discuss this with you.

 We take time to match care workers to you who we think will be a good fit, but sometimes it simply doesn't work. That is no problem at all,and we'll be able to try to make adjustments where needed so that you can be visited by someone who is better suited to you.

What should I do if my care worker isn't on time, or doesn't arrive?

We will agree a time-band with you (e.g between 8am-9am)  that our carers will arrive within. Our care workers typically visit a number of people each shift, and on occasion they may be held up. If they're running late, they'll aim to get in touch with you via phone call. We also remotely monitor the care workers in the field so we're able to identify if they're likely to be late, and let you know. If you're expecting your care worker to arrive for a certain time, and they're not there - please do feel free to get in touch and we'll investigate this for you.

What training do Key 2 Care provide to care workers?

We have a comprehensive blended learning programme which includes a combination of practical and theoretical workshops, workbook learning, E-learning and accompanied, monitored and assessed visits. This training is provided irrespective of the background of the care worker, so that by the time a new carer starts to deliver care with us, we can guarantee they're at a certain level of competence.

We also regularly observe our care workers to check their proficiency, and offer them regular supervisions and meetings to ensure that they are happy, confident and well supported. Where necessary, if further training is required, this will be provided. All of our training complies with regulatory standards, and our E-learning is accredited by Skills for Care. We also offer our care workers the opportunity to enhance their skills and knowledge through vocational learning courses.

Are the service provided by Key 2 Care regulated?

All aspects of Key 2 Care's services, including home care and all of our Extra Care schemes, are fully regulated by the Care Quality Commission (CQC), who inspect our services on a regular basis to ensure that we are meeting the fundamental standards of quality and safety.

Clicking on the image below will take you to the CQC website where you'll find the CQC ratings and reports for all of our services

Can I get in touch with someone outside of office hours?

Absolutely. Our offices are normally open from 9am to 5pm, Monday to Friday. Outside of these times, and including weekends and Bank Holidays, our phone lines are diverted to an Out-Of-Hours manager who will be able to take your call and provide any assistance that you may require.

Will carers wear PPE, I am worried about the current situation with Covid-19?

Yes, our carers are all instructed to wear PPE at calls and all will carry ample supplies. But if you are ever concerned, you can ring the office and chat this through.

What do I do if I am dissatisfied with the support I receive?

At Key 2 Care, we always want our customers to feel satisfied and valued, you can contact us at any time to discuss any concerns and we will work with you to resolve them.

Can I cancel my care calls if I don’t need them?

Yes you can, we do ask for 48 hours notice wherever possible so that we can divert our carers elsewhere.

How much will it cost me to receive care at home?

Here at Key 2 Care, we charge a competitive hourly rate. There are no "minimum spend" amounts or additional call-out fees. When we agree your care plan with you, we'll run through all of the costs so that you can see exactly what you'll be paying for. We will ensure that we have your full agreement before starting your care, or charging you for it.

If you have a question that hasn't been answered here, please contact us using the "Get in touch" button below, and we'll be happy to help!


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We're fully regulated by the Care Quality Commission.

The CQC monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety. They publish what they find, including performance ratings to help people choose care.

We are regulated by the Care Quality Commission which is the independent regulator of health and care in England.
Derbyshire Care Services is a trading name of Key 2 Care Limited,  a company registered in England and Wales.