Question 1

What areas do you cover?

Accepted Answer

MSH Healthcare has extensive coverage throughout Cumbria and into Lancashire.  Specifically, we offer our full range of services in Furness, Millom, Whitehaven, Workington, Maryport, Cockermouth, the South Lakes, and east Lancashire.

Question 2

How do you ensure my security and confidentiality?

Accepted Answer

Every member of the MSH Healthcare team has been through a rigorous vetting procedure before they start working with us. In addition, all staff will always be in uniform and carry a personalised identification card which shows their name and photograph.
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MSH Healthcare is registered with The Care Quality Commission (CQC). They set the minimum standards by which we operate; however, we strive to exceed these minimum standards in everything we do. We are also full members of the United Kingdom Home Care Association (UKHCA). Both of these bodies have standards which set out how we should operate. We also carry Public Liability insurance.

Question 3

What’s a typical care package?

Accepted Answer

There is no such thing as a typical care package because each one is specifically tailored to meet the needs of the individual service user. Please contact us for a consultation and to talk specific pricing.

Question 4

Can you guarantee visit times?

Accepted Answer

We would never guarantee something that we cannot directly control and the nature of home care means that there are many variables (e.g. traffic, unexpected event at a previous client) that can impact upon a carers ability to arrive at an address at a precise time. We, therefore, ask our clients to allow +/‐ 15 minutes against the advised visit time, and we will call if there is likely to be a more significant variance than this.

Question 5

Can I expect a regular carer?

Accepted Answer

We believe that consistency of care works best for both client and carer as both parties get to know one
another and their routines. However, it is never possible to rely on a single carer, but MSH Healthcare will
seek to keep the number of carers visiting a client to a minimum.

Question 6

How much will my care cost?

Accepted Answer

We will put together a detailed plan for each client, which, as well as setting out the care to be delivered, also shows the weekly costs. You may find you will be entitled to assistance with the cost of your care either from your local Social Services office or via other Government grants. Hence, allowing us to provide affordable, quality domiciliary care in Cumbria.
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We may be able to help you with any external costing queries. You can pay via cheque, BACS or set up a
standing order payment. The invoice will be sent in arrears.

Question 7

What about out-of-hours support?

Accepted Answer

Our offices are open from 9.00 am to 5.00 pm Monday to Friday. We also operate an out‐of‐hours emergency service, which is operated from 5.30 pm to 09.00 am.
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We provide out of hours service throughout the year including Christmas, Easter and Bank Holidays.

Question 8

How do I make a complaint?

Accepted Answer

The law requires care providers to have an effective system in place to identify, receive, handle, and respond
appropriately to complaints and comments made by clients, or persons behaving on their behalf. As a company, we aim to provide the best possible service, delivered safely and in a dignified manner to all our clients; to achieve this, we work closely with all parties and outside agencies.
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However, we realise that occasionally there may be a cause for complaint and query, and we aim to resolve these as quickly as possible and to the satisfaction of those concerned. We aim to ensure that all complaints are dealt with promptly, appropriately and effectively so that the complainant can feel more confident that their complaint or query has been heard and acted upon.
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If you would like a copy of the complaints policy please contact the office on 01229 311157 and request a copy or request one via our Contact us form.

Question 9

What tasks can my carer do?

Accepted Answer

We develop a care plan, which details exactly what you have instructed us to do. Care plans frequently evolve and we check regularly to ensure that the care we are providing is appropriate. We monitor the care plans periodically, ensuring they are up to date and when necessary book an appointment with the client or their representative to update the outcomes in the care plan.

Question 10

What tasks can’t my carer do?

Accepted Answer

We are not able to give injections or change sterile dressings. In addition, we cannot carry out tasks, which are likely to cause risk to either the person we provide care to or to the MSH Healthcare carer. Tasks will be agreed with you in advance. Any changes to the plan can be discussed with your MSH Healthcare carer.