Have Any Questions? Feel Free To Ask.
We understand that you may have many questions when considering care for yourself or a loved one. Below we’ve compiled answers to some frequently asked questions. If you don’t see your question here, please feel free to contact us directly – we’re always happy to provide more information and guidance.
Have more questions? Please reach out! We’re always here to provide answers and support. You can call us at 01322424531 or email info@calvarycaresupportservices.co.uk with any further inquiries. We know choosing a care provider is a significant decision, and we want you to have all the information you need to make the best choice for you and your family. Thank you for considering Calvary Care Support Services – we’re here to help in any way we can.
Most Answered Questions.
We provide a wide range of home care services tailored to individual needs. Our main services include Domiciliary Care (hourly visiting care at home), Live-In Care (a caregiver living with you full-time), Dementia & Alzheimer’s Care (specialist support for those with memory impairments), Palliative & End-of-Life Care (comfort-focused care during serious illness or final stages of life), Companionship Services (social support and friendship to combat loneliness), and Respite & Relief Care (temporary care to give family caregivers a break or cover emergencies). We can combine or adjust services as needed – for example, you might start with companionship visits and later add personal care as needs evolve. Please see our Our Services page for detailed descriptions of each
Not at all! We joyfully serve people of all faiths and backgrounds (or no faith). While our organization is grounded in Christian values – meaning we strive to show love, kindness, and integrity in all we do – we do not require clients to be religious or to participate in any religious activity. We respect each person’s beliefs and preferences completely. Our caregivers will never impose their faith on you. We are here to provide care and support; any spiritual elements are only included if you explicitly desire them. If you or your family member would like prayer, scripture reading, or to talk about faith, our team is happy to accommodate and support that. If you prefer that religion not be part of your care, we absolutely honor that too. Our priority is to make you comfortable and cared for as you wish. In short, we serve everyone with the same compassion and respect, regardless of religious affiliation. Our Christian ethos simply guides us to treat people with dignity, compassion, and honesty – which benefits all our clients.
We are based in Dartford, Bedfordshire, and primarily serve clients within Dartford and the surrounding areas (such as Dunstable, Harpenden, and nearby Bedfordshire/Hertfordshire communities). If you’re not sure whether we cover your area, just ask – we aim to serve our local community, and as we grow, our service area may expand. Our live-in care service can sometimes cover a broader region since the caregiver resides with the client (for example, we could potentially support someone in a neighbouring county with live-in care, logistics permitting). Our goal is to ensure consistency and reliability, so we generally accept clients we can reach easily to provide timely care and supervision.
Our faith influences our care in very practical, positive ways. It means that every member of our team is encouraged to carry out their work with love, compassion, honesty, and diligence – core Christian principles that overlap with excellent care values. For example, because we believe in the value of every life, our carers take extra time to listen to clients and treat them with patience and respect. We emphasize servant leadership, which means our management serves our caregivers with support and our caregivers serve our clients humbly and wholeheartedly. We often reflect on the idea of “doing for others as we would have done for us”, which translates into going the extra mile – whether that’s tidying a bit more or spending a few extra minutes with someone who is lonely. Faith also brings us a sense of hope and joy that we try to share: you might notice our caregivers often have a warm smile or a comforting word, even in challenging moments. In day-to-day terms, if a client is open to it, a caregiver might gently incorporate faith – like saying a blessing over a meal or sharing uplifting thoughts – but if not, the ethos still shows in their kindness and conscientious work. Internally, we pray for wisdom and strength to do our jobs well, and sometimes (with permission) we may pray with or for our clients, especially if they are going through hard times. We find that this holistic caring for body and spirit can bring peace beyond just the physical assistance. Importantly, our faith also holds us to a high ethical standard: integrity, accountability (we must answer not just to clients and regulators, but to God for how we treat people), and forgiveness and grace (we treat mistakes as opportunities to learn, not to punish, while still taking responsibility). In summary, our Christian faith imbues the culture of our service – it’s the reason we started this work and what keeps us passionate about it. It means we see caregiving as not just a transaction, but a mission to love our neighbors. For our clients, this should simply feel like exceptionally caring service where you’re treated with genuine warmth and respect. We welcome clients of any faith background; we will honor your beliefs and needs. Our goal is that you feel the heart behind our care, which is fueled by the love and compassion that our faith teaches us.
Quality is central to everything we do. We ensure high-quality care through several measures: First, we hire trained, competent caregivers who undergo thorough vetting (background checks, references) and complete required training (such as the Care Certificate) before they start. We continue to train our staff with up-to-date best practices (including those recommended by NICE guidelines and mandatory refreshers in moving & handling, first aid, etc.). Second, we create a detailed care plan for each client in consultation with you and/or your family, so caregivers have clear guidance on your needs and preferences. Third, our management team conducts regular supervisions and spot-checks – meaning a senior person will occasionally accompany a caregiver or visit during a shift (with permission) to observe and ensure care is being delivered properly and kindly. We also have open communication: we encourage clients and families to give feedback and we check in to ask if everything is satisfactory. Any issues raised are addressed promptly. Additionally, as a CQC-regulated service, we adhere to the fundamental standards of care and will be subject to inspections by the Care Quality Commission, who publish ratings on our service. Internally, we hold quality review meetings to evaluate things like punctuality, reliability, documentation, and outcomes for clients. Lastly, we operate under a duty of candour – if something ever goes wrong, we are honest about it, apologize, and fix it. By being proactive, responsive, and transparent, we maintain a high standard of care that you can trust.
Our caregivers (also known as care assistants or support workers) are caring, qualified professionals carefully selected to join the Calvary Care team. Each caregiver undergoes a rigorous recruitment process including interviews, reference checks, and enhanced DBS background checks for safety. We look not only for experience and qualifications but also for the right heart and attitude – compassion, patience, reliability, and a genuine passion for helping others are a must. Once on board, every caregiver is given training that meets or exceeds industry standards. This includes completing the Care Certificate, which covers 15 fundamental standards of care (like safeguarding, infection control, health and safety, communication, and more). Many of our carers also hold or are working towards NVQ/QCF diplomas in Health & Social Care. We provide specialized training modules depending on their client’s needs – for example, if a caregiver is assigned to clients with dementia, they receive dementia care training; if they support someone at end-of-life, they receive palliative care training, and so forth. Our team includes caregivers with a range of expertise, and we try to match clients with carers who have the appropriate skills (for instance, some of our staff are particularly experienced with mobility issues and using equipment, others excel in providing companionship and cognitive stimulation, etc.). We also have Senior Carers who have extensive experience and can supervise others. Importantly, beyond formal training, our caregivers are mentored to deliver care with the Calvary Care ethos – meaning with compassion, respect, and sensitivity to each individual’s needs. Many of our carers are indeed people of faith, which for them adds an extra sense of commitment to their role, but we also have carers of other or no faith who equally embrace our core values. Rest assured that whoever comes to your door from Calvary Care will be competent, trustworthy, and kind. If ever, for any reason, you feel a particular caregiver isn’t the right fit, we encourage you to let us know – we will address your concerns and, if needed, can consider assigning a different carer. Your comfort with the caregiver is very important to us.
The first step is simply to reach out to us – you can call, email, or fill out our contact form. We’ll have an initial discussion to understand your needs at a high level and explain how we can help. The next step would usually be to schedule a free care assessment. This is a meeting (at your home or hospital, or wherever is convenient) with our care manager or assessor to discuss your situation in detail. We will ask about the individual’s health, daily routine, what help is needed, preferences (for example, what times they like to wake up, any dietary needs, hobbies, etc.), and any concerns you have. We may also do a quick risk assessment of the home (for example, noting if stairs are involved, etc.). Using this information, we’ll work with you to create a proposed care plan and recommend the type and amount of care that would be suitable. We’ll also answer all your questions about how our service works (scheduling, caregivers, etc.). After the assessment, we provide you with a care proposal and a quote/cost estimate for you to consider. If you decide to go ahead, we then match a caregiver(s) to you, agree on a start date, and handle any paperwork (like service agreement, consent forms, etc.). The care plan is finalized and shared with the caregiver assigned. On the first day of service, often our care manager will introduce the caregiver to ensure you’re comfortable and that everything is in order. We then closely monitor the first few weeks and check in with you to make sure you’re happy with how things are going, tweaking anything if needed. We know it can feel like a big step, but we try to make the process smooth and reassuring, with no obligation until you’re ready to proceed. Remember, the initial consultation and assessment are free of charge – they’re meant to help you gather information and make an informed decision.
Absolutely. We recognize that care needs can change over time – sometimes gradually, sometimes suddenly. Our services are flexible. If you find that the current schedule or tasks aren’t fully meeting your needs, just talk to us and we will adjust the care plan. For instance, you might decide you need an extra visit in the afternoon, or maybe fewer visits after recovering from an illness. We’ll work with you to reschedule timing, increase or decrease hours, or add additional services as required. We usually review the care plan formally every few months (or sooner if needed) to ensure it’s still appropriate. As for cancellation, our policy will be clearly outlined in the service agreement. Generally, we ask for some notice (for regular service cancellation, often 2 weeks notice) if you decide to discontinue service, so that we can responsibly reassign our staff. However, we understand that emergencies happen – if your loved one suddenly goes into hospital or you need to pause services, we accommodate that and only charge for care provided. If you have contracted for a live-in carer and circumstances change (like the person enters residential care or passes away), we handle those situations with compassion and will terminate the agreement without undue fees beyond services rendered. In essence, you are never “locked in” to care unnecessarily. We do not believe in binding people in a service that isn’t working for them. We will try to resolve any issues if you’re unhappy, but you have the freedom to cancel services according to the notice terms. Our goal is to be as flexible as possible – for example, if you just need to skip a visit or two, we just need reasonable notice (usually 24 hours for a visit) to inform the caregiver. We aim to keep our terms fair and transparent, because we want you to feel comfortable and in control.
We do our best to provide consistency in caregiving. We understand how important it is to build trust and routine, especially in one’s home. For domiciliary (hourly) care, we aim to schedule a small team of regular carers for each client – often it might be one primary caregiver and a back-up or two for other shifts or days off. For example, you might see Jane Monday to Friday and Mary on weekends, or similar. Our scheduling tries to minimize the number of different people coming to your home. However, there may be occasional changes due to staff holidays or unforeseen absences, in which case we would arrange a substitute caregiver and inform you in advance whenever possible. We ensure any substitute is briefed thoroughly on your care plan to maintain continuity. For live-in care, typically one caregiver will live with you for an extended period (like 1-2 weeks) and then rotate with a second regular live-in caregiver. Those two (or three) will rotate, providing familiarity. In summary, while scheduling logistics can be complex, consistency is a priority for us and we make every effort so you know who is coming and you can form a comfortable rapport with your caregivers. If a change is needed (perhaps your primary carer moves on, or you need a different skill set), we will involve you in selecting and introducing a new carer to ensure a smooth transition.
Yes, we either are registered with the CQC or are in the final stages of registration (since we are a newly established service, registration is a process we undergo as we start operating). The Care Quality Commission is the independent regulator for health and social care in England. Being registered means we have met fundamental standards to legally provide care services. Once fully registered, we will have a CQC provider number and our service will be subject to inspections by the CQC. These inspections typically assess our service on criteria such as: Is it Safe? Effective? Caring? Responsive? Well-led? After an inspection, the CQC publishes a report and ratings (Outstanding, Good, Requires Improvement, or Inadequate) for each area and overall. We are committed to achieving a high rating – our aspiration is to be rated Good or Outstanding, reflecting the quality we strive for. We maintain meticulous records, train our staff, and run the service in line with CQC regulations (like the Health & Social Care Act and associated regulations) to meet these standards at all times. We will make our CQC rating and report available on our website once we have it. In the meantime, even before an official inspection, we internally audit ourselves against CQC criteria because we believe in those standards as a baseline for excellent care. Being CQC registered also ensures accountability – you have the reassurance that an external body oversees us. Clients (and their families) can also contact CQC if they have serious concerns about a care service. We fully support our clients’ rights to raise issues with regulators, though we always encourage you to let us know too so we can resolve anything quickly. Transparency is key: when registered, our registration certificate and any inspection reports will be openly shared. So yes, you can be confident that our operations either already meet or are soon to meet all regulatory requirements. We welcome the CQC’s oversight as it helps ensure we remain the best we can be for those we serve.
The cost of care depends on the type of service and the amount of care required. We provide a personalized quote after assessing your needs, to give an accurate and fair price. Generally, domiciliary care (hourly visits) is charged at an hourly rate. The rate can vary slightly depending on the time of day or week (evenings, weekends, and bank holidays are often higher rate due to staff pay, as standard in the industry). Live-in care is usually charged as a daily or weekly rate. Specialized care (like complex dementia or palliative care) might be a bit higher if it requires carers with additional training, but we keep our pricing competitive for the area. During the initial consultation, once we understand your needs (e.g., 3 visits per day, each of 30 minutes, or one live-in carer, etc.), we will be transparent about the costs involved.
Regarding funding: There are a few avenues to explore. Private pay (self-funding) is common, but many clients are eligible for some support:
- Local Authority Funding: You can request a care needs assessment from your local council (under the Care Act 2014). If the council finds you have eligible care needs, they will then do a financial assessment to see if you qualify for financial help. Depending on your income and savings, the council may cover some or all of the cost, or you may need to contribute. Sometimes the council will provide funds via a Direct Payment which you can then use to pay for a care provider of your choice (like us).
- NHS Continuing Healthcare: If your needs are primarily health-based and very complex (often for severe conditions or end-of-life), you might qualify for NHS continuing healthcare which funds care fully. This is less common for home care but possible in some situations.
- Attendance Allowance or Carer’s Allowance: If you’re an older person with care needs, you might be eligible for Attendance Allowance (a benefit that isn’t means-tested) which can help cover costs. If a family member is caring for you, they might get Carer’s Allowance. These can supplement your ability to pay for additional care.
- Other Benefits: There are also Pension Credit or disability benefits that might increase if you have care needs.
We can provide general advice on where to seek information for funding, and we will work with you regardless of your funding source. Some of our clients are council-funded, some are private, and some a mix. Our quality of service is the same for all. If you are managing a tight budget, we can also try to craft a care plan that targets the most important needs first to make the best use of resources.
We know finances are a concern, and we strive to be transparent: you will receive a breakdown of costs, and there are no hidden fees (for example, no charge for our initial assessment, and no admin fees beyond the hourly/daily rate quoted). Billing is done regularly (often every two or four weeks) with clear invoices. If ever you have questions about a charge, we will gladly explain. Ultimately, our aim is to deliver value – the best care for a fair price. Many families find that the relief and support our carers provide are well worth the cost, and we do our best to accommodate different circumstances.
We take any concerns or complaints very seriously. Our goal is that you never have a reason to be unhappy with our service, but we know we’re human and issues can sometimes arise. If you have a complaint, we encourage you to speak up as soon as possible. You can do this by calling our office or care manager, sending an email, or even just telling your caregiver that you’d like to discuss an issue with a supervisor. We have a formal Complaints Procedure (outlined in our Policies & Compliance section and in the client welcome pack you receive at the start of service). When we receive a complaint, we will acknowledge it promptly (usually within 2 days) and then investigate thoroughly and fairly. This might involve talking to staff involved, reviewing care records, and getting the details of what went wrong. We aim to resolve and respond to complaints within 28 days (and often much sooner for straightforward issues). We will provide you with a written response detailing our findings and any actions we have taken to fix the problem and prevent it from happening again. If the issue is something that can be resolved immediately (for example, you don’t gel with a particular carer), we’ll take swift action such as assigning a different carer and then follow up to ensure you’re satisfied with the solution. We view complaints as an opportunity to improve; we won’t be defensive or dismissive. And you will never face retaliation for raising a concern – on the contrary, we appreciate honest feedback. If for any reason you feel unable to directly complain to us or you’re not happy with our response, you can escalate to external agencies such as the Local Government Ombudsman (for care funded by the council) or the CQC. We will provide information on those channels if needed. However, our hope is to resolve any concerns amicably and quickly between us. You can also raise minor concerns or suggestions anytime – it doesn’t have to be a formal complaint. We encourage open dialogue: maybe you wish the carer would do something slightly differently – please tell us! We want to tailor our service to your liking as much as possible. Regular check-ins and open lines of communication are part of our approach to catch issues before they become bigger problems. Ultimately, your well-being and satisfaction are our priority, and we are committed to making things right if we fall short in any way.