If the emergency involves a danger to you or others dial 999,
ask for the service required and advise them of the emergency. As
soon as possible following notification of the emergency you must
contact your coordinator or phone Healthvision.
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Contact your coordinator in the office on 020 7372 2895,
Healthvision will contact the carer directly to ascertain their
whereabouts.
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We respect your need for consistency and our policy is for the
same person to attend to your needs. However there may be times,
for example sickness or holidays, when your usual person is
unavailable. You will always be advised in advance if there is a
change proposed.
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You may request a preference and we will make every effort to
meet your request however there may be times when it is not
possible and we would offer alternative times.
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Yes. If you find that the times arranged do not suit your needs
please contact your coordinator in the office and they would be
happy to arrange more appropriate times.
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Yes, if you need to be seen at the weekend a nurse or caregiver
will visit.
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If you need to be provided with care or support on a Public
Holiday this will be provided, however if a change is proposed, you
will be advised in advance.
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Healthvision office is open 9am - 5pm Monday - Friday, however
you can contact us 24hours per day on the office number and if
outside business hours it will divert to the 'on call' manager.
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Before your care starts one of our Care Supervisors will visit
you to assess your needs and discuss desired outcomes. It is not
usual to meet with carers before the start of the service as we
carefully select carers to ensure compatibility. However if you
specify that you would like to meet them this can be arranged.
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If you decide that you would prefer to try another carer,
please speak to a Coordinator and they can arrange a new carer.
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Healthvision has a robust recruitment policy which ensures
carers are thoroughly checked before starting, checks include a
Criminal Record Check, ISA check (vulnerable adults register) and
two reference checks.
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In the first instance you should contact your social worker and
they should be able to arrange an engineer visit. If you do not
have a social worker then contact Healthvision and we might be able
to assist.
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If social services have arranged your care you can speak with
your social worker about increasing your package, they may visit
for a reassessment. If you are a private client, please contact the
office and we can arrange additional care.
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You can register complaints and compliments via email (
info@healthvisionuk.co.uk ) or by post (see Contact Us page for
address). All complaints are responded to within 5 days, but
usually within 24 hours. An investigation will be started
immediately and a report available within 28 days, although this is
usually available within 2-3 days.
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