At Earnest Support Care Ltd, we provide structured, transparent, and person-centred domiciliary care from the moment you first contact us. We understand that choosing a home care provider is a significant decision, and we want you to feel confident and informed throughout the process.
Whether you are seeking home care for yourself, or supporting a family member or friend, we are here to guide you through our process, answer your questions, and work collaboratively to ensure the care you receive is safe, compassionate, and tailored to your unique needs.
Every step is designed to ensure your care is safe, personalised, and continuously improving. Click any step to read the full details.
STEP 1
Initial Contact and Enquiry
Your journey begins with a simple phone call or email — no pressure, just a listening ear.
Your journey with Earnest Support Care Ltd begins with a simple phone call or email. When you first contact us, you will speak with a member of our team who will listen carefully to your situation, ask questions to understand your care needs, and explain how our service works. There is no pressure or formal assessment at this stage; we simply want to understand whether we can help.
We will discuss your current situation, any challenges you are facing, your goals for care, and any specific requirements you may have such as support with medication, mobility, continence, or companionship. At this stage, we will also provide you with information about our service, our fees, our qualifications and training, and how we work. We will answer any questions you have and give you time to think about whether you would like to proceed.
A comprehensive home visit by our Registered Manager to thoroughly understand your needs.
Once you have expressed interest in our service, our Registered Manager, Claire Louise Lewis, or a trained member of our assessment team will arrange a Pre-Care Assessment visit at your home. This is a comprehensive, in-depth meeting during which we will thoroughly assess your care needs, understand your current situation, identify any risks or barriers to independence, and determine whether we can meet your needs safely and effectively.
A bespoke care plan developed collaboratively with you, your family, and healthcare professionals.
If we assess that we can meet your needs, we will develop a bespoke, person-centred care plan in close collaboration with you, your family, and any involved healthcare professionals. This is not a top-down process where we impose care upon you; it is a collaborative process where we work together to design care that is truly tailored to your individual needs, preferences, goals, and values.
Thoughtfully matched care workers based on your preferences, needs, and clinical requirements.
Once your care plan is in place, we carefully select and match care workers who will provide your support. We do not simply assign whoever is available; we thoughtfully consider the compatibility between you and your care workers, drawing on information from your assessment and care plan.
Care begins on your agreed date with a supportive settling-in period focused on relationship-building.
Once you and your care workers have met and agreed to proceed, your care will commence on the agreed date. The first few weeks of care provision are a crucial settling-in period during which your care worker will familiarise themselves with your needs, your home, your routines, and your preferences. They will also be settling into the relationship, and you will be adjusting to having someone in your home providing care.
Continuous oversight through audits, reviews, spot checks, and real-time electronic monitoring.
Once your care is established, we do not simply leave you alone. We maintain continuous oversight and monitoring to ensure your care remains safe, effective, and responsive to your evolving needs. This is achieved through a combination of regular reviews, quality assurance monitoring, communication with you and your family, and systematic checks and audits.
Before your care begins, we will arrange an Introduction Meeting where you will meet your care worker or care workers, if more than one person will be involved. This is an informal opportunity to meet face-to-face, ask questions, and begin building a relationship. If you feel uncomfortable with a matched care worker, we will seek to find an alternative match. Your comfort and confidence in your care workers is essential to good care.
Ongoing monitoring is the backbone of safe, consistent care. Here is exactly how we maintain quality once your care begins.
EVERY MONTH
Monthly Medication Audits
If you receive medication support, we conduct monthly audits of all medication transactions. These audits review medication administration records (MAR sheets), check that medications have been administered as prescribed, identify any discrepancies or errors, and verify that storage and handling of medications meets professional standards. Any issues identified are investigated and addressed promptly.
EVERY 3 MONTH
Quarterly Care Plan Reviews
Every three months, we will conduct a formal review of your care plan. This review will assess whether your current care plan continues to meet your needs, identify any changes in your circumstances or needs, seek your feedback on the quality of care you are receiving, and update your care plan in collaboration with you and, if appropriate, your family and healthcare professionals. Learn More
EVERY YEAR
Annual Quality Reviews
Once a year, we conduct a comprehensive annual review of your care. This goes beyond the care plan review and includes a holistic assessment of your health, wellbeing, social participation, goal progress, and overall quality of life. We will also review your care against all thirty-four CQC quality statements to ensure we are delivering care that is safe, effective, caring, responsive, and well-led.
ONGOING & UNSCHEDULED
Unannounced Spot Checks
Our Registered Manager and quality assurance staff conduct unannounced spot checks on care workers' visits. These are brief, unscheduled visits during which we observe care being delivered, speak with you about your experience, and ensure that your care worker is following your care plan and maintaining professional standards. These spot checks are a key way we ensure quality and identify any concerns early.
Arrange Your Free, No-Obligation Care Consultation
We invest in digital tools that give us real-time visibility and give you peace of mind.
Electronic Care Management System
We use an electronic care management system that provides real-time visibility of all care visits. Our care workers use mobile devices to check in and check out of each visit, record what care was provided, record any issues or concerns, and communicate with the office. This system allows us to monitor that all visits are being attended, that care is being delivered as planned, and that any urgent issues are identified and escalated immediately.
eMAR — Electronic Medication Administration Records
For clients receiving medication support, we use an electronic medication administration record (eMAR) system. This records all medication transactions, flags any missed or delayed doses, identifies any potential medication errors or interactions, and provides a complete, auditable record of medication management. The system sends automatic alerts if medications are not administered on time.
Communication with Families
We believe that good communication with families is essential to good care. If you have family members or friends who are involved in your care, we will maintain regular communication with them about your wellbeing, any changes in your needs, upcoming reviews, and any concerns or issues that arise. We can provide this communication through phone calls, emails, or face-to-face meetings, depending on your preference. We also provide families with access to our electronic system where appropriate so they can see when care visits are being attended and receive notifications about any issues or changes. This provides additional reassurance and transparency.
Out-of-Hours Support
Care does not end at 5pm on a Friday. If you experience an urgent care issue outside our normal working hours, we have an out-of-hours telephone support line that you can contact. This line is answered by a trained member of our team who can advise you, arrange urgent care if needed, or direct you to emergency services if required. Contact details for out-of-hours support are provided to all clients.
FAQ
Frequently Asked Questions
Explore quick answers to common questions, or visit our full FAQ page for more details.
Careers
If you are interested in joining our team as a care worker, supervisor, or in another role, we welcome applications.
We are here to help and would welcome the opportunity to discuss how we can support you or your loved ones.
