Frequently Asked Questions
Whilst we hope the following information is useful, please don’t hesitate to contact us if you have any queries.
- What is the cost?
Following an assessment of your needs, your home manager will give you and/or your representative an inclusive cost for your care and accommodation.
- Are there any hidden extras?
No. We will provide you with a contract clearly setting out all the costs of your care, board and lodgings and listing charges for any extras you might like to buy, such as hairdressing, newspapers and toiletries. Our contract has been checked by the Office of Fair Trading and fully complies with their nationally recognised standards.
- Do I have to sign a contract ?
Yes. It ensures that all parties know the terms and conditions of your stay, exactly what is to be paid by you and when payments are due.
- Will I need to sell my house?
We do not take any part in this decision. On request, however, we can recommend an independent financial advisor.
- Who will control my finances?
You can choose either to keep control yourself or ask a member of your family to do it for you. If you feel unable to manage or do not have anyone you wish to ask, we can arrange for you to have an independent advocate.
- What is a “top up”?
You might be entitled to have some of your costs paid for by Social Services, depending on your financial circumstances. If you are eligible, the difference between what Social Services pays and the total cost is the top up and is payable either by you or a third party.
- Can I bring my own furniture?
Yes. We want you to feel very much at home and we encourage you to bring as many personal items as there is space for.
- Can I bring my pet?
Please discuss this with your home manager when you are considering moving in. We are happy to accommodate pets under most circumstances.
- Can my family visit? If so, at what time?
Yes, at any time.
- Can my family have a meal with me?
Yes. We ask you to let our kitchen staff know when your family would like to come and we make a small charge to cover our costs.
- Can my relatives stay over night?
Yes, if there is a room available. Check with your home manager when you are planning a stay.
- Who will plan my care?
Once you’ve moved in, our staff will complete a care plan in full consultation with you, ensuring that you are happy with the care we will be providing.
- Who is in charge?
The company is a not-for-profit organisation and is governed by a Board of Trustees, chaired by Kenneth Bean. The company is led and managed by our Chief Executive David Coull who is supported by Finance Director Cathy Still and Head of Operations Beverley Aldridge and has a small administration team at our central office in Shrewsbury.
- Can I choose my doctor?
As long as he or she is prepared to visit you, you can choose to remain with the doctor of your choice.
- Can I change my mind about staying in the home?
Yes. Everyone has the opportunity to stay for a twelve week trial period. If you choose to leave after this, you will need to give four weeks notice to your home manager.
- Can I go on holiday?
Yes, at any time.
- Can I go home to my family?
Yes. We do ask that you let your duty manager know when you leave, however, so that we can account for you in case of fire.
- Who will be looking after me?
Our staff work in the same unit of the home all the time, so you will soon be familiar with everyone who will be caring for you. All our staff undertake frequent training, sometimes in the home as they work and sometimes at our central office, on all matters of care. We are very proud of our staff and the number who are qualified in care.
- What happens if I need to go to hospital?
If you need to spend some time in hospital your room will remain vacant for you until you are well enough to return. During this time you will receive discount on your fees.
- What happens if I am not happy about the service?
We welcome comments and suggestions as to how we can improve our service and we encourage you to talk to your home manager if there is anything you are unhappy about.
- Can I smoke in the home?
No. Coverage Care works within government guidelines and operates a no-smoking policy.