Q. How do I become a Care Receiver?
It’s easy to register as a Care Receiver member via our CareMatch website, where you will find all the information and guidance you will need to begin looking for your care team.
Q. How do I find a Carer Member?
Once you have registered you can now define your preferences, such as what type of carer you are looking for. You will be able to view profiles of carers who may be suitably matched.
Q. What is a Care Hub?
Every Care Receiver will have their own Care Hub, helping to bring together a team of Carer Members, family members and Advocates, Healthcare Professionals and local voluntary groups (if applicable), who will work collaboratively to ensure that you have the right care for your needs. This is all made easy through the CareMatch app.
Q. How are Carer Members vetted?
Before Carer Members become visible to you on the platform they will have been through our onboarding process, which includes but is not exhaustive, Right to Work, DBS - checked (within the last three years), experience.
Q. Are Carer Members insured?
All Carer Members require public liability insurance and we would recommend personal accident cover as part of a comprehensive Insurance policy
Q. Whose responsibility is it to pay the Carer Members?
The Care Receiver will contract directly the services of the Carer Member and pay the Carer Member directly through the app.
Q. Are Carer Members fully vaccinated from COVID-19?
Carer Member vaccination status will be available on their profiles prior to you contracting with them directly, allowing you to make an informed decision.
Q. How much notice do I need to give to end my contract?
The notice period will be outlined in your Terms and Conditions.
Q. Whose responsibility is it to obtain references and any relevant information from Carer Members?
The app requests information from prospective Carer Members including referees. This gives the Care Receiver peace of mind and the ability to follow these up to validate the Carer Members credentials.
Q. Do Carer Members wear a uniform?
No - if you would like your Carer Member to wear one then you would need to supply one.
Q . Is CareMatch regulated by the Care Quality Commission/Care Inspectorate Wales/ Care Inspectorate/Regulation and Quality Improvement Authority?
The CareMatch platform matches Care Receivers with Carer Members, who then contract directly with each other - therefore our platform is not subject to registration with the CQC/CIW/Care Inspectorate/RQIA. After 30 years in the care sector Carematch has defined its own high standards of care and a strong code of conduct that every member signs up to in order to help us change the culture of care and allow people to live their best day every day.
Q. Do you provide Live-in care?
Yes, we offer a Live-in service in Great Britain.
Q. Do people see my personal and contact information?
No, only unless you decide to provide them with it. Your care team will only have your contact details once you have contacted them directly.
Q. How do you approve your Carer Members and what background checks do you do?
Similar to any standard agency we background check and interview all our carers, this includes Disclosure and Barring Service (DBS) checks (in England & Wales) within the last three years, Disclosure Scotland and NI Access (in Northern Ireland), identity documents, right to work in the UK, tax and employment status and if relevant driving licence and relevant qualifications. We also insist on the provision of two independent referees (one of them a UK resident) who are willing to vouch for the Carer Member.
Q. Can I contact references and review carers?
Yes. We strongly recommend that all clients contact referees directly. All Carer Members on the platform will have provided two referees. On request, the Carer Member will provide you with their contact details.
Q. What happens if I am not happy with my carer?
Choosing a Carer Member is a very personal decision and like any relationship sometimes the dynamic can change. If at any time you are not happy with your carer you can, if you wish, immediately change them for another carer. You can cancel your contract with a Carer Member at any time and are only obliged to pay for the care that has already been delivered.
Q. As a family member, how will I know if a Carer Member has completed their visit?
All Carer Members use our app to electronically “tag” into and out of a call. We have the facility for all members in the Care Hub to receive a notification if there is a problem and a call is not covered. If a Carer Member is running late and you have received a notification that the call hasn’t yet started they will usually have informed you via the Care Hub that they are on their way.
Q. I need to change the level of care I am receiving, can CareMatch help me with this?
If you need to alter the amount of care you receive, speak to your care team. If you are funded by a local authority this may require an assessment and review from a social worker to alter the contract. If you are funding the care privately, once you have spoken with the team in the Care Hub and agreed what is needed, the contract will be altered as required.
Q. I need a service that isn’t listed on the website?
If you require something not listed on the website, please email us at email@example.com or call 01722 442311 to see if we can help.
Q. Is my Carer Member self-employed?
Yes, all Carer Members on the CareMatch platform are self-employed. We check that all Carer Members have the legal right to work in the UK and that they complete and submit an annual tax return. Therefore there is no risk to you of any employer liability.
Q. Is there a minimum contract length?
No. You are only contractually obliged to pay for any care that has been received or not been cancelled within 24 hours of expected delivery time.
Q. What do I do if my Carer Member is sick or on holiday?
All of the Carer Members on this platform are expected to work in a close-knit community partnership within each Care Hub. At the beginning of the delivery of your care package you will have selected a small team of 3-4 carers to ensure sufficient cover of your care package. These are the Carer Members who are part of your personal Care Hub. They are also part of the CareMatch Care Community, (a larger group of Carer Members) who they can request to cover calls they cannot cover themselves.
You may of course wish for a family member to cover the care call - all of which works within our system. Our aim is to ensure the Care Receiver receives quality care from a competent team who know their care needs. Any Carer Members who may not have visited before will be given access to the care notes so they can read the care plan and will have been checked and verified by CareMatch to ensure your safety. If you have someone other than your Carer Member, who is able to deliver the care call (friend, family, etc) this will be removed from the Carer Member’s rota and you will not be charged.
Q. Should I meet a Carer Member before agreeing a contract?
Yes. We strongly advise that, where practical, all Carer Member’s meet their Care Receiver’s in the care location to discuss the Care Receiver’s care package. At the very least a video interview is advised.