Frequently asked questions

We answer some of the questions we’re often asked at Birchwood Care Services. If you have any further questions we’d be happy to help – please contact us.

What kind of care do you provide at Birchwood Care Services? 

We offer a wide range of care services to suit your circumstances and needs, including: 

• Domestic chores  – such as preparing and/or cooking meals, laundry, ironing, tidying, vacuuming, cleaning, and washing up 
• Shopping  – including unpacking 
• Household management  – including dealing with mail and household bills 
• Companionship  – in the home and out and about 
• Appointments  – including making bookings and transport to and from appointments 
• Caring for pets  – including feeding and walking 
• Sitting service  – so that carers or loved ones can enjoy a break 
• Excursions  – including days out and trips to enjoy hobbies or catch up with friends 
• Morning care  – assistance with getting up in the morning 
• Dressing and grooming  – including getting ready for outings 
• Bathing – washing and personal hygiene 
• Evening care  – settling in for the evening and/or going to bed 
• Toileting  – help and support with toileting and incontinence 
• Medication  – assistance with medicine regimes 
• Stoma care – assistance with your stoma 
• Catheter care – assistance with your catheter 

How do I go about arranging home care for a family member or loved one? 

If you’re thinking of arranging care for a loved one, please get in touch with our helpful team on 01892 863710. Alternatively, you can complete our  online enquiry form, or email us at  careservices@birchwoodhouse.org.uk. We will then get in touch to discuss and answer your questions. The next step is to organise a care assessment to find out what is required and agree on a customised care plan moving forward. 

How much does care at Birchwood Care Services cost? 

Costs depend on the task at hand and whether it’s care or domestic duties. Care costs start at 30 minutes for £16.50 and 60 minutes for £24.00. Domestic duties are a minimum of 1 hour at £20.00 per hour.   

Can we have a care trial? 

While we offer a minimum care period of two weeks, our care assessments are always free of charge and come with no obligation.

Can we meet our Birchwood Care Services carer beforehand? 

The main carer attending can certainly be introduced before care commences. We try to keep carer changes to a minimum. 

What is a care assessment? 

A care assessment is where a professional care organisation arranges to visit someone to discuss their care and support needs in the comfort of their own home. 

When is the right time to have a care assessment? 

There is never a right or wrong time to arrange an assessment but generally, it’s requested when circumstances have changed in some way. This could be aftercare following an operation, or there has been a change in a person’s normal support networks meaning they need extra care or support. 

What will be asked at the assessment? 

The information we typically ask for during an assessment is around general health, what medications are taken, GP details and any support networks. We would then find out what care and support the person requires and what is important to them.  Small details can make a big difference because we are all individuals, and a care or support package is never the same for everyone. 

How soon after an assessment can a care plan be put in place? 

When we receive that initial request, we will arrange a convenient time to visit.  If an urgent assessment is needed, we can usually visit within 24 hours. And, if required, start a care or support package within 48 hours. Some clients want to take time to discuss this with family before going forward, and therefore our assessments are free of charge with no obligation. 

What if our circumstances change and my mother, father or family member are taken to hospital? 

Carers will stay with a client if an ambulance etc. Is needed and next of kin will be informed immediately. Care visits are suspended whilst in hospital and we ask for at least 24 hours notice to discharge and implement the calls back in.  

As a family member, what contact would I have with a carer at Birchwood Care Services? 

As a family member your main point of contact will be office staff who will have all the correct information to hand and will be best able to help you and answer any questions.

Do you take social services-funded clients? 

Yes, we do.  

Will we get reports or feedback on a regular basis? 

Family or next of kind have access to our online folders and can also have remote access to our app Care Planner to see daily updates. Any important feedback is always fed back via office staff.  

What if we go on holiday and require additional assistance or hours? 

We ask for as much notice as possible and in turn we will try to accommodate all changes and additional visits required.  

What’s the difference between home care and assisted living? 

Home-based caregiving from Birchwood Care Services is an ideal solution for those elderly people who wish to stay in the comfort of their own home, but also need ongoing care that family members and friends cannot provide. 

Assisted living is different to homecare. You have some form of independence – living in your own self-contained flat and having your own front door, but there are usually staff available to provide support where required. We have a blog all about the different care options available.

What training/qualifications do Birchwood Care Services staff hold? 

It’s important that all our staff have appropriate training: all our carers and domestic support staff have completed training in person-centred care, health and safety, moving and handling, safeguarding people from abuse, equality and diversity, dignity and compassion, food safety and infection control.  

The majority of our staff have, or are working towards, relevant care NVQs. All our carers have dementia training, while some have achieved Level 2 dementia training, safe handling of medicines, end-of-life, sight awareness, diabetes, winter warmth and stoma care. 

Are carers insured? 

Yes, all carers are insured.  

Are you registered to provide in home care? 

Yes, we are registered.

Will I get the same carer on a regular basis? 

Continuity is really important to us because that’s how clients and staff build that all-important rapport, so we try and keep the same staff going into the same clients. 

Is there a maximum/minimum amount of care that can be offered per week? 

A 30 minute visit is our minimum call length. We do not have a maximum amount of care limit per week. This would depend on the current capacity.  

Q. What areas do you cover? 

We cover the Tunbridge Wells and Tonbridge areas if West Kent. We also cover the surrounding villages including:  

• Bidborough 
• Bough Beech 
• Chiddingstone 
• Chiddingstone Causeway 
• Chiddingstone Hoath 
• Cowden 
• Cowden Pound 
• Crockham Hill 
• Fordcombe 
• Hever 
• Hildenborough 
• How Green 
• Langton Green 
• Leigh 
• Markbeech 
• Penshurst 
• Rusthall 
• Southborough 
• Speldhurst 

If you’re unsure on whether we cover your area, or have further questions, please feel free to call us on 01892 863710 – or contact us.