Carers Direct Homecare Ltd



This is to give you information about the service you receive from the Company and it is our aim to make sure that you receive the best service possible.

We hope that you will be happy with the service we provide to you.

We always welcome any comments you may have.

Please contact your local office for if you have any questions, concerns or comments about any aspect of the service you are receiving from the Company.

If you would like to make a complaint, please contact your local office in the first instance. For further details of how to make a complaint, please see the ‘complaints, comments and compliments’ section in this guide.


The Company provides a range of solutions to individuals and families who need care and support within their own homes, enabling them to preserve their independence and dignity. We do this with dedication, integrity and compassion.

We strive to develop and improve the services we offer, the solutions we deliver and the support we give to our staff and all others within the Company.


• To promote the highest quality care and support to all
• To show absolute compassion to all of our customers and colleagues
• To offer all staff the opportunity to excel and achieve
• To act with complete integrity and honesty at all times
• To identify and support opportunities for improvement


Service Users have the right to expect:

• To have care provided appropriate to their needs by staff whose education, experience, training and attitudes make them suitable for such a role and who will provide care in a friendly, appropriate and respectful manner
• To be treated as an individual, to make their own decisions on matters which affect them, and to participate as fully as possible (with the help of a friend or relative if so desired) in drawing up a care plan, reviewing it, and agreeing any modification
• To remain living in their own home if that is their wish
• To have the right to say who will and who will not enter their home
• To have personal privacy for their belongings and their affairs
• To be listened to at all times and to have their thoughts, opinions and attitudes respected and considered
• To have their values, beliefs and chosen lifestyles respected at all times
• To have their personal dignity respected at all times irrespective of any physical or mental disability
• To be encouraged to be as independent as possible, to be allowed to take risks and to live a lifestyle which is, as far as possible, geared to their personal choice and preference
• Not to be discriminated against for any reason such as race, age, colour, religion, sexual orientation, physical and financial circumstances and to have all such needs respected and accepted
• To have access to friends, relatives, religious leaders and to be assisted, where necessary in making such arrangements
• To recognise and fully understand the needs and rights of relatives and friends caring for someone else and help them decide how these can best be met
• To have access to personal files and information held about them
• To have access to a formal complaints process and to be represented by a relative/friend/advisor
• To have access to an interpreter or interpreting service if require


The Company has a full set of policies and procedures, which ensure the delivery of quality care services. A complete set of our policies and procedures can be seen at our offices and we can make alternative arrangements for you to see them if you wish. 


Company locations are all registered to provide the Regulated Activity of Personal Care under the Service Type of Domiciliary Care. Personal Care could involve any of the following (this list is not exhaustive):

• Support with daily living outcomes
• Support with health needs outcomes
• Support with mobility outcomes
• Support with daily nutritional outcomes
• Support with religious, cultural and social outcomes
• Support with housework outcomes
• Support with shopping outcomes

Company locations all provide services within the following Service User Bands:

Mental health services and Services in your home
• Caring for people whose rights are restricted under the Mental Health Act
• Dementia
• Eating disorders
• Learning disabilities
• Mental health conditions
• Personal care
• Physical disabilities
• Sensory impairments
• Substance misuse problems
• Caring for children (0 - 18yrs)
• Caring for adults under 65 yrs
• Caring for adults over 65 yrs


The Company is committed to ensuring that services continue to meet Service User’s needs. Throughout our service provision we assure that we have a systematic and ongoing monitoring process. Delivering a high quality service is one of our main priorities; we achieve this through a number of ways.

Service Users:

• Initial Needs Assessment, Care Planning and Risk Assessment
• 3 monthly telephone reviews
• 6 monthly face to face reviews
• Completion of yearly quality questionnaires
• Annual update of Care Needs Assessment, Care Plan and Risk assessment
• Full involvement of the Service User, family members and/or representatives in all aspects of the above

This process allows us to obtain an in-depth view of our Service User’s expected outcomes, review and amend when/where necessary and monitor how they are being achieved.

Care/Support Workers:

• Thorough application and interview process
• Screening of required documentation, including:

 Enhanced DBS (a risk assessment will be undertaken if any section doesn’t state None Recorded)
 Two written references (on must be from the most recent past employer) which will be verified upon receipt
 Two forms of identification (between them they must include a photograph, signature and address
 Visa stamps, Home Office documents, Biometric Residence Permit
 Driving License, car business insurance
 Health declaration

• Training and shadow working as described above
• Regular spot checking
• Probationary review
• At least four supervisions per annum, one to include direct observation of care provision
• Annual appraisal

This process of thorough interviewing and document screening allows us to ensure Care/Support Worker applicants are suitable to work with vulnerable people, along with continual training and monitoring which ensures they provide a continued quality service and constantly adhere to Company policy.

Internal Audit:

• The Company has a team of Quality Auditors who undertake audits of all Company businesses
• The Audit Tool is mapped against National Legislation, Company policy, and industry best practice
• An Action Plan will be drawn up from the Audit Tool findings. It is the responsibility of the Branch Manager, along with guidance from the relevant Operations Manager and other Departments as identified in the Action Plan, to ensure actions are undertaken within the given timeframe
• A review will take place to ensure that improvement areas have been undertaken; files and other appropriate documents will also be sampled/viewed to ensure this is the case
• The Quality Department produce a summary of all Audit and Regulatory Body audit/inspection findings which is presented to the Operations Department to ensure they are aware of any business that need guidance or support


The Company has a responsibility to make sure that you are safe and protected at all times. All our Care/Support Workers carry an identity badge, which contains their photograph and the details of our office. You should not allow entry to your home to anyone claiming to be from the Company who is not able to produce a Company identity badge.


At the beginning of your service we will undertake a comprehensive Needs and Risk Assessment. This will involve asking you being asked questions about your personal needs and will include questions about your mobility, medication, and your general safety within your home.

These assessments will be agreed with you and any actions required will be detailed in your Care/support Plan and Risk Management Plan. It is very important that you tell us about any potential risk or change in circumstances that may affect your health and safety or the health and safety of our workers.


Any money given or received, must be entered, agreed and signed by both you and your Care/Support Worker using the financial transaction record sheet in your Information pack.

Care/Support Workers cannot use their own credit cards when doing your shopping and are not permitted to have access to your Credit or Debit Cares and PIN for the purpose of obtaining cash from automated cash dispensers, banks or post offices or making purchases

If your benefits are paid by direct payment transfer, we will need to agree alternative arrangements for collecting your money. All this information will be agreed with you and stated in your Care/Support plan.


Company staff are not allowed to receive any gifts or money directly from our Service Users. Staff are advised this in our Company policy and during training.


Care/Support Workers may only assist with or administer prescribed medication if this has been agreed as part of your Care/Support plan.

For further details of what we can/cannot do for you regarding your medication, please ask Company staff or ask to see our Medication Policy.

The overall responsibility for your medication will be with your General Practitioner/District Nurse/Health Professional. Any Care/Support Worker who is required to assist with or administer medication will have received training to enable them to undertake do so.


The Company will expect you to be treated equally and fairly. Staff are not permitted to actively discriminate on the grounds of ethnic origin, gender, religion, culture, age, sexual orientation, disability, financial status or political opinion. We will, at all times take your individual cultural needs and requests into consideration when developing your individual plan of care.

If you have any concerns regarding discrimination please contact us immediately and follow our complaints procedure.

Equal Opportunities

You have the right to practise your beliefs, religion or culture without constraint by restrictive or discriminatory practice.
Complaints of discriminatory practice will be thoroughly investigated and the results of the investigation made known to the complainant.
All complaints will be recorded in such a way as to highlight repeated problems.


In accordance with the Data Protection Act 1998, The Company operates policies and procedures prohibit unauthorised access to, or disclosure of Service Users’ personal information. You have the right of access to personal information held about you. If you wish to access any information please contact us.

Any personal data you provide is used by the Company to identify appropriate Company Care/Support Workers and services. We may also use the data to conduct market research and to keep you informed of the latest social and healthcare developments, legislative changes and Company initiatives by mail, telephone or email. If you do not wish to receive details of these, please tell us.

Personal data such as racial or ethnic origin, beliefs and health is for monitoring, Care/Support Worker selection and service provision purposes only. By signing these Terms of Business you are expressly permitting us to use this information in this way.

None of your personal details will be shared with any other party without your explicit permission.


Service Users should be aware of how to make a complaint and advised what action will be taken in response to individual complaints. Advice for Service Users, detailing this complaints procedure can be found in the Service Users Guide.

Service Users, family and/or representatives should feel able to complain and feel confident that their complaint will be dealt with in a positive manner.

Service Users who wish to complain about the service received from the Company should follow the steps listed below and if possible discuss the problem with the manager who will do their best to resolve the problem quickly to their satisfaction. Complaints can be made in person, in writing or by telephone and should be addressed to the Branch Manager.

Complaints will be confirmed in writing and logged on the complaints log and People Planner computerised log in the office and detail the following basic information:

• Which service the complaint is about
• What happened
• Where and when it happened
• Who was involved
• What the Service User expectations are

Service Users will receive an acknowledgement within two working days of lodging their complaint. All investigations will be recorded and Service Users updated regularly as to the progress of the investigation. Any action to be taken will be discussed and agreed with the Service User where appropriate. The Branch should endeavour to resolve all complaints within 28 days.

The Service User may wish to ask a friend or relative to write out the complaint which, if possible, should be signed by the Service User. Alternatively, the Branch Manager can help the Service User to put the complaint in writing. The Service User will be given a copy so that it can be agreed that it is an accurate account before it is signed.

If the Service User feels unhappy about making the complaint and they do not know someone who is prepared to advise the service of their complaint, the Company will find someone from an independent organisation to act as an advocate for the Service User.

Any Service User who is not satisfied with any action taken can also complain to the Local Authority or Industry Regulators. Contact details for both are clearly printed at the front of the Service Users Guide.

If the Service User does not receive an acknowledgement or a reply to their complaint from the Branch that provides their service they can contact:

Carers Direct Homecare
New House
94 New Walk
Leicester LE1 7EA
Tel: 01162557237
Fax: 01162551085
Out of hours: 07436 072429

Privacy notice for patients

What information do we collect about you?
• Name
• Address
• Date of birth
• Next of kin/main carer details
• Medical history
• Sensitive data such as Ethnicity
• Photo (optional)

How will we use the information about you?

The information is used for your treatment whilst you are receiving care from Carers Direct Homecare. The information you provide us will be securely retained in our patient computerised medical record system called People Planner.
We may share your information with other Health and Social Care providers when it is in your best interests. For example this may be a hospital or other service you are being referred to by our staff. We will speak to you about any referrals recommended and the reasons for them. You should be aware that any referrals made will include your personal details and any other information which will help you get assistance that is appropriate to your needs. Details of your next of kin/main carer will be included with these referrals. We may also share information with external regulators on request: e.g. Care Quality Commission (CQC).

How to access your information and correction

To check the information we hold about you or to correct / amend your details, please contact us at the details below, or speak to a member of our staff.
Changes to our privacy policy

We keep our privacy policy under regular review and we will place any update on our website and notice boards.

How to contact us

Carers Direct Homecare
New House
94 New Walk
Leicester LE1 7EA
Tel: 0116 255 7237

Environmental Policy

We comply with best practice of Environmental Practice. We recognise that day-to-day operations can impact both directly and indirectly on the environment. We aim to protect and improve the environment through good management and by adopting best practices wherever possible. Carers Direct Homecare will work to integrate environmental considerations into business decisions and adopt greener alternatives wherever possible, throughout its operations.

Service Details

New House, 94 New Walk, Leicester, Leicestershire, LE1 7EA (directions displayed on map)
Carers Direct Homecare Ltd
Service Type:
Support at home

CQC Properties

CQC Service Type:
  • Homecare agencies

Service offers

care for people with/facilities for:
  • Caring for children and young people (0-18 years)
  • Adults under 65
  • 65 years+
  • Dementia
  • Eating disorders
  • Learning disability
  • Mental health condition
  • Physical disability
  • Sensory impairment
  • Drug and/or alcohol (substance) misuse
  • Personal care
Number of beds:
Not applicable

Find out how to purchase this service

This page was last updated on 26 February 2019

This page was last updated on 26 February 2019

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Contact Details

Contact Name:
Mr Baljeet Singh
Contract manager
New House, 94 New Walk, Leicester, Leicestershire, LE1 7EA
0116 2557237 or 01162555342