Before care begins
We listen to what matters, assess needs and risks, confirm that we can safely provide the requested support, and agree practical arrangements before the first visit.
Service User Guide
Clear information about your care
A practical guide to what you can expect from Compassionate Caring and the standards we expect from ourselves.
Keep a copy
Download the guide
Save or print the complete five-page Service User Guide for easy reference.
Your care plan
The plan records desired outcomes, routines, preferences, consent, communication needs, known risks, medication arrangements and the tasks agreed for each visit.
Choice and consent
Care should be provided with valid consent. We support people to make their own decisions and follow Mental Capacity Act principles when a specific decision may be difficult.
Your care team
Care professionals are recruited safely, trained for their role and introduced with attention to skills, communication, availability and personal preferences.
Visits and records
Staff record attendance and agreed care activities. Concerns, changes and missed or late visits are escalated through the appropriate service process.
Medication support
Medication support is provided only when assessed, agreed and recorded. Staff follow the care plan, MAR or eMAR and report refusals, errors and concerns promptly.
Reviews and changes
Care plans are reviewed at regular intervals and sooner when needs, risks, medication, routines or personal circumstances change.
Privacy and dignity
Information is shared only where there is a lawful reason and a genuine need to know. Personal care is delivered with discretion, respect and attention to individual preferences.
Concerns and complaints
You can raise a concern verbally or in writing, with support from a representative or advocate. Complaints are recorded, investigated and used to improve the service.
Emergencies and service boundaries
We are not an emergency or nursing service. Call 999 where someone is in immediate danger or needs urgent medical help. Current clients receive the appropriate service contact arrangements.
Your rights and useful information
Let’s talk about the care you need.
A warm, straightforward conversation is the first step.