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Care Help Centre

Frequently Asked Questions (FAQ)​

Home care, also known as domiciliary care, is a service that provides professional care and support to people in their own homes. Rather than moving into a residential care home, individuals can continue living in familiar surroundings while receiving assistance tailored to their needs.

Home care can include:

  • Personal care
  • Medication support
  • Meal preparation
  • Companionship
  • Shopping
  • Light housekeeping
  • Help attending appointments
  • Mobility support
  • Overnight care
  • Live-in care

At Maaya Care, we believe home care is about much more than completing daily tasks. It is about helping people remain safe, independent and comfortable in the place they know and love.

Home care may be suitable for people of all ages who need extra support to continue living independently.

Our services may benefit:

  • Older adults
  • People recovering after surgery or illness
  • Individuals returning home after a hospital stay
  • People living with dementia
  • Adults with physical disabilities
  • Individuals with long-term health conditions
  • Family carers needing respite
  • People who feel lonely or isolated

Every person is different, so we carry out an individual assessment before recommending the most appropriate support.

Many families wonder whether now is the right time to arrange care.

Some common signs include:

  • Forgetting to take medication
  • Losing weight because meals are being missed
  • Difficulty washing or dressing
  • Frequent falls or reduced mobility
  • Memory problems becoming more noticeable
  • The home becoming untidy
  • Missed medical appointments
  • Loneliness or social isolation
  • Increased reliance on family members
  • Family carers feeling overwhelmed

Arranging care early often helps people maintain their independence for longer.

There is no single answer because every person’s circumstances are different.

Many people prefer home care because it allows them to:

  • Remain in familiar surroundings
  • Keep their daily routines
  • Stay close to neighbours and friends
  • Keep beloved pets
  • Enjoy greater independence
  • Receive one-to-one support

Residential care may be more appropriate for some individuals with very complex needs or where a home environment is no longer suitable.

Our team can discuss the available options during a care assessment.

Receiving care at home offers many advantages.

These may include:

  • Remaining in familiar surroundings
  • Maintaining independence
  • Personalised one-to-one support
  • Flexible care arrangements
  • Greater privacy
  • Staying close to family and friends
  • Maintaining hobbies and routines
  • Reduced disruption to everyday life

Many people feel more relaxed and confident when receiving care in their own home.

Absolutely.

One of our main goals is to help people remain as independent as possible.

Rather than doing everything for someone, our carers encourage people to do as much as they can safely manage themselves.

Support is provided where it is genuinely needed while promoting confidence and independence.

Yes.

Not everyone requires daily care.

Some people only need occasional support, such as:

  • Shopping
  • Housekeeping
  • Companionship
  • Meal preparation
  • Medication reminders
  • Attending appointments

Others may require several visits each day or live-in care.

The level of support depends entirely on the individual’s needs.

Yes.

Care needs often change over time.

If someone’s health, mobility or circumstances change, we can review the care plan and discuss whether additional support is required.

Regular reviews help ensure that care continues to meet the individual’s needs.

Yes.

Every care package is personalised.

During the assessment, we discuss:

  • Daily routines
  • Personal preferences
  • Health needs
  • Cultural requirements
  • Religious beliefs
  • Dietary needs
  • Family involvement
  • Personal goals

This helps us create a care plan that reflects the individual’s wishes and lifestyle.

Wherever possible, yes.

Continuity of care helps build trust and confidence.

We aim to provide a regular team of carers who become familiar with the individual’s routine, preferences and care needs.

Occasionally, different carers may be required due to holidays, illness or other operational reasons, but we always aim to minimise unnecessary changes.

Not everyone requires personal care.

Many people simply benefit from having someone to spend time with.

Companionship care may include:

  • Friendly conversation
  • Playing games
  • Reading together
  • Going for walks
  • Visiting cafés
  • Shopping trips
  • Attending community activities
  • Accompanying clients to appointments
  • Emotional support

Companionship can play an important role in reducing loneliness and improving wellbeing.

Choosing a care provider is an important decision.

At Maaya Care, we believe that excellent care is built on compassion, dignity and trust.

Our team takes time to understand each person’s needs and create personalised support that helps them remain safe, comfortable and independent at home.

Our carers provide much more than personal care.

They can also support with:

  • Shopping
  • Light housekeeping
  • Meal preparation
  • Medication support
  • Companionship
  • GP and hospital appointments
  • Community outings
  • Everyday living activities

Everything we do is guided by our promise:

The Care Comes From Love.

Maaya Care is a compassionate home care provider dedicated to helping people live safely, comfortably and independently in their own homes.

We believe that care is about much more than assisting with daily tasks. It is about building trusted relationships, respecting individual choices and helping every person enjoy the highest possible quality of life.

Our services are designed around the individual, ensuring that every care package reflects their needs, preferences, routines and goals.

Our guiding principle is simple:

The Care Comes From Love.

Every care provider offers support, but what makes Maaya Care different is our approach.

We believe care should always be:

  • Compassionate
  • Respectful
  • Reliable
  • Person-centred
  • Flexible
  • Family focused

Our carers take time to get to know the people they support.

Rather than simply completing tasks, they build relationships based on kindness, trust and dignity.

We also recognise that families need support, reassurance and clear communication throughout the care journey.

Yes.

Maaya Care is registered with the Care Quality Commission (CQC) to provide regulated personal care services in England.

Being registered means we are required to meet the standards expected by the regulator and are subject to ongoing oversight.

Visitors to our website can verify our registration directly through the official CQC website using the link provided on our homepage.

Yes.

Maaya Care is registered with the Information Commissioner’s Office (ICO).

This reflects our commitment to handling personal information responsibly and in accordance with UK data protection legislation.

Protecting the privacy and confidentiality of our clients is extremely important to us.

Yes.

Before joining Maaya Care, carers go through a safer recruitment process that includes appropriate pre-employment checks.

These may include:

  • Enhanced DBS checks
  • Employment references
  • Right to work verification
  • Identity verification
  • Employment history review
  • Interview and suitability assessment

Only applicants who successfully complete our recruitment process are offered employment.

Providing safe, high-quality care starts with good training.

Depending on the role, carers may complete training in areas such as:

  • Safeguarding Adults
  • Moving and Handling
  • Medication Administration
  • Infection Prevention and Control
  • Basic Life Support
  • Dementia Awareness
  • Food Safety
  • Fire Safety
  • Health and Safety
  • Equality and Diversity
  • Mental Capacity
  • Person-Centred Care
  • Communication Skills

Additional training may be provided to meet the needs of specific clients.

Technical skills are important, but personality matters too.

When recruiting carers, we look for people who demonstrate:

  • Kindness
  • Compassion
  • Patience
  • Respect
  • Reliability
  • Good communication
  • Professionalism
  • A genuine desire to help others

We believe that excellent care begins with the right attitude.

Skills can be developed through training, but compassion comes from the individual.

Finding the right match is an important part of providing personalised care.

When selecting carers, we consider factors such as:

  • Care experience
  • Skills
  • Personality
  • Communication style
  • Language preferences
  • Cultural requirements
  • Religious considerations
  • Shared interests
  • Mobility requirements
  • Driving needs

Our aim is to build positive and lasting relationships between carers and clients.

Yes.

Every client receives a personalised care plan based on their individual assessment.

The care plan may include:

  • Personal care requirements
  • Medication support
  • Nutrition and hydration
  • Mobility assistance
  • Communication preferences
  • Personal routines
  • Hobbies and interests
  • Risk assessments
  • Emergency contacts
  • Desired outcomes

Care plans are reviewed regularly and updated whenever needs change.

Quality is not something that is checked once—it is monitored continuously.

Our management team regularly reviews services through:

  • Care reviews
  • Client feedback
  • Family feedback
  • Staff supervision
  • Spot checks
  • Training updates
  • Incident reviews
  • Quality assurance processes

Listening to clients and families helps us continually improve the service we provide.

We always encourage clients and families to raise concerns as early as possible.

Most issues can be resolved quickly through open communication.

If someone wishes to make a formal complaint, Maaya Care has a complaints procedure that explains:

  • How to raise a concern
  • How complaints are investigated
  • Expected response times
  • How outcomes are communicated

We view feedback as an opportunity to learn and improve.

Yes.

With the client’s agreement, families often play an important role in care planning and ongoing communication.

Depending on individual wishes and consent, family members may be involved in:

  • Care planning
  • Care reviews
  • Progress updates
  • Hospital discharge planning
  • Changes in care needs
  • Emergency planning

We believe good communication helps everyone work together to achieve the best outcomes.

Absolutely.

Every person is unique.

We respect individual:

  • Religious beliefs
  • Cultural traditions
  • Languages
  • Dietary preferences
  • Personal routines
  • Family values
  • Lifestyle choices

Understanding what matters to each individual helps us provide truly person-centred care.

Where practical, we aim to introduce carers before support begins.

This may involve:

  • A home introduction
  • A telephone conversation
  • A video call
  • A joint visit with a member of the management team

The arrangements will depend on the urgency of the care package and the availability of carers.

Yes.

Maaya Care maintains appropriate insurance for the services we provide.

This helps protect our clients, staff and the organisation while delivering care.

If you would like more information about our insurance arrangements, please speak to a member of our management team.

Everything we do is guided by our core values:

❤️ Compassion – treating every person with kindness and empathy.

🤝 Respect – protecting dignity, privacy and personal choice.

🏡 Independence – helping people remain as independent as possible.

⭐ Quality – continually striving to provide safe, reliable and professional care.

👨‍👩‍👧 Partnership – working together with clients, families and professionals.

🌟 Integrity – being honest, accountable and transparent in everything we do.

These values shape every aspect of the care we provide.

Maaya Care offers a wide range of personalised home care services designed to help people remain safe, comfortable and independent in their own homes.

Our services include:

  • Personal Care
  • Home Care Visits
  • Live-in Care
  • Dementia Care
  • Hospital Discharge Care
  • Palliative & End-of-Life Care
  • Respite Care
  • Companionship
  • Medication Support
  • Overnight Care
  • Sit-in Services
  • Emergency Care

Every care package is tailored to the individual’s needs following a care assessment.

Every visit is different because every person has different needs.

Depending on the agreed care plan, a visit may include:

  • Personal care
  • Medication support
  • Preparing breakfast, lunch or dinner
  • Assistance with dressing
  • Mobility support
  • Continence care
  • Laundry
  • Light housekeeping
  • Shopping
  • Companionship
  • Recording important observations

Our carers always work according to the agreed care plan while respecting the client’s dignity and choices.

Yes.

Our carers provide respectful and compassionate assistance with personal care, including:

  • Washing and bathing
  • Showering
  • Dressing
  • Grooming
  • Shaving
  • Oral hygiene
  • Hair care
  • Toileting
  • Continence support

We understand that personal care is sensitive, so we always provide support with dignity, privacy and respect.

Yes.

Where this is included in the care plan and the carer has the appropriate training and competency, medication support may include:

  • Medication reminders
  • Prompting
  • Assistance with medication
  • Administration where appropriate
  • Recording medication given
  • Reporting concerns or changes

Medication support is carried out in accordance with company procedures and professional guidance.

Yes.

Good nutrition is an important part of staying healthy.

Our carers can assist with:

  • Preparing breakfast
  • Cooking lunch and dinner
  • Making drinks
  • Encouraging hydration
  • Preparing snacks
  • Following dietary requirements
  • Supporting cultural or religious food preferences

Where appropriate, carers can also encourage clients to participate in meal preparation to help maintain independence.

Yes.

Many people find shopping difficult due to reduced mobility, illness or lack of transport.

Our carers may support with:

  • Grocery shopping
  • Collecting prescriptions
  • Purchasing household essentials
  • Posting letters
  • Running small errands
  • Helping create shopping lists

Where appropriate, clients may choose to accompany the carer on shopping trips, helping them remain active and connected to their community.

Yes.

Subject to the agreed care plan, carers may accompany clients to:

  • GP appointments
  • Hospital appointments
  • Outpatient clinics
  • Dental appointments
  • Opticians
  • Physiotherapy
  • Community health appointments

Our carers can provide reassurance, practical support and assistance with mobility before, during and after the appointment.

Yes.

Maintaining a clean and tidy home is an important part of wellbeing.

Our carers may assist with:

  • Washing dishes
  • Laundry
  • Ironing
  • Dusting
  • Vacuuming
  • Changing bedding
  • Emptying bins
  • Tidying living areas
  • Cleaning kitchen surfaces

Our carers are not employed as domestic cleaners, so heavy cleaning, decorating or major household tasks are not normally included.

Absolutely.

Sometimes the greatest need is simply having someone to spend time with.

Companionship care may include:

  • Friendly conversation
  • Reading together
  • Playing games
  • Watching television
  • Looking through family photographs
  • Going for walks
  • Visiting cafés
  • Gardening together
  • Attending community groups
  • Enjoying hobbies

Regular companionship can help reduce loneliness and improve emotional wellbeing.

Yes.

Remaining connected to the local community is important for many people.

Where agreed, carers may accompany clients to:

  • Local cafés
  • Garden centres
  • Libraries
  • Community centres
  • Social clubs
  • Day centres
  • Parks
  • Places of worship
  • Family visits
  • Local events

Our goal is to help people continue enjoying life rather than remaining isolated at home.

Many clients consider their pets to be part of the family.

Where appropriate, carers may assist with simple pet-related tasks such as:

  • Feeding pets
  • Refreshing water bowls
  • Letting dogs into the garden
  • Accompanying clients on short dog walks
  • Helping clients care for their pets

Specialist animal care or veterinary responsibilities remain the responsibility of the owner or family.

Yes.

We regularly support couples who wish to remain living together in their own home.

Supporting both partners may help them continue sharing their daily routines and remain in familiar surroundings.

The care assessment will determine whether one carer can safely meet both individuals’ needs or whether additional support is required.

Live-in care is a personalised care service where a professional carer lives in the client’s home to provide ongoing support with daily living.

Unlike visiting care, a live-in carer is available throughout the day to provide reassurance, companionship and practical assistance according to the agreed care plan.

Live-in care allows many people to continue living safely and comfortably in the home they know and love.

Live-in care may be suitable for:

  • Older people who wish to remain at home
  • Individuals living alone
  • People living with dementia
  • People recovering after hospital treatment
  • Adults with reduced mobility
  • Couples who wish to stay together
  • People requiring companionship
  • Individuals receiving palliative care
  • Family carers needing longer-term support

Each enquiry is assessed individually to ensure live-in care is the right option.

Live-in care is a personalised care service where a professional carer lives in the client’s home to provide ongoing support with daily living.

Unlike visiting care, a live-in carer is available throughout the day to provide reassurance, companionship and practical assistance according to the agreed care plan.

Live-in care allows many people to continue living safely and comfortably in the home they know and love.

Not exactly.

A live-in carer lives in the client’s home and provides support throughout the day, but they also require adequate breaks and uninterrupted sleep.

If someone requires continuous supervision or frequent assistance throughout the night, additional care arrangements—such as a waking-night carer or a second carer—may be recommended.

We will discuss the most appropriate arrangement during the care assessment.

Depending on the individual’s needs, a live-in carer may help with:

  • Personal care
  • Medication support
  • Meal preparation
  • Light housekeeping
  • Laundry
  • Shopping
  • Collecting prescriptions
  • GP appointments
  • Hospital appointments
  • Mobility support
  • Companionship
  • Community outings
  • Overnight reassurance
  • Emotional support

Every care package is personalised.

Yes.

Many couples prefer to remain together in their own home rather than move into separate residential settings.

Live-in care can often support both partners, provided that one carer can safely meet their combined needs.

Where additional support is required, we will discuss suitable care arrangements during the assessment.

A live-in carer normally requires:

  • A private bedroom
  • A comfortable bed
  • Access to a bathroom
  • Use of kitchen facilities
  • Space to store personal belongings
  • A safe and respectful living environment

Having suitable accommodation helps ensure the carer can rest properly and provide safe, high-quality care.

Yes.

Preparing nutritious meals is an important part of many live-in care packages.

Carers can help with:

  • Breakfast
  • Lunch
  • Evening meals
  • Snacks
  • Drinks
  • Meal planning
  • Food shopping
  • Special dietary requirements
  • Cultural or religious food preferences

Where appropriate, clients are encouraged to remain involved in meal preparation.

Yes.

A live-in carer can assist with light household duties that help maintain a safe and comfortable home.

These may include:

  • Laundry
  • Changing bedding
  • Washing dishes
  • Dusting
  • Vacuuming
  • Tidying rooms
  • Emptying bins
  • Ironing
  • Keeping kitchen surfaces clean

Heavy domestic cleaning or home maintenance work is not usually included.

Yes.

Remaining active and connected with the community is an important part of wellbeing.

Where agreed, a live-in carer may accompany clients to:

  • GP appointments
  • Hospital appointments
  • Shopping
  • Hairdressers
  • Cafés
  • Parks
  • Garden centres
  • Community groups
  • Places of worship
  • Family visits

These outings can help maintain independence, confidence and social connections.

In some circumstances, yes.

The timeframe depends on:

  • The person’s needs
  • Completion of the care assessment
  • Availability of a suitable carer
  • The urgency of the situation
  • Travel arrangements

If care is needed urgently, please contact our team as soon as possible. We will explain what can realistically be arranged.

Choosing the right carer is one of the most important parts of successful live-in care.

When matching carers, we consider:

  • Experience
  • Skills
  • Personality
  • Communication style
  • Language preferences
  • Cultural and religious needs
  • Hobbies and interests
  • Driving requirements
  • Experience with specific health conditions

Our aim is to create a positive and supportive relationship between the client and carer.

Live-in carers are entitled to regular breaks and time away from work.

During these periods, alternative care arrangements are organised where required to ensure continuity of support.

We plan cover carefully to minimise disruption and help maintain consistency for the client.

Yes.

Although we work hard to achieve a good match from the start, we understand that every relationship is unique.

If concerns arise, we encourage clients or families to speak with our management team.

We will review the situation and, where appropriate, discuss alternative arrangements.

The answer depends on individual circumstances.

For some people—particularly couples—live-in care can compare favourably with the cost of residential care while allowing them to remain together at home.

Costs vary depending on the level of support required, so we provide personalised quotations following an assessment.

Families often choose live-in care because it allows their loved one to:

  • Remain in familiar surroundings
  • Stay close to family, friends and neighbours
  • Keep beloved pets
  • Maintain daily routines
  • Receive one-to-one support
  • Continue enjoying favourite hobbies
  • Sleep in their own bed
  • Retain greater independence
  • Avoid the disruption of moving home

For many people, remaining at home provides comfort, reassurance and continuity during later life.

Dementia home care is personalised support provided to people living with dementia while they remain in the comfort of their own home.

The aim is to help individuals continue living as independently as possible in familiar surroundings, where routines, memories and personal belongings can provide reassurance.

Support may include:

  • Personal care
  • Medication support
  • Meal preparation
  • Companionship
  • Mobility assistance
  • Shopping
  • Light housekeeping
  • Attending appointments
  • Meaningful activities
  • Emotional reassurance

Every care plan is tailored to the individual’s needs, abilities and preferences.

In many cases, yes.

Many people living with dementia can continue living safely at home with the right level of support.

Remaining in familiar surroundings may help reduce anxiety and confusion while allowing people to continue their daily routines.

As dementia progresses, care needs may change, so regular reviews are important to ensure support remains appropriate.

Every person’s experience of dementia is different, but some common signs include:

  • Forgetting medication
  • Missing meals
  • Increased confusion
  • Difficulty managing personal care
  • Changes in behaviour
  • Wandering or becoming disorientated
  • Leaving appliances switched on
  • Repeating questions frequently
  • Increased falls
  • Family carers becoming exhausted

If you notice these changes, arranging a care assessment can help identify the right level of support.

Our carers aim to provide calm, compassionate and person-centred support.

This may include:

  • Helping maintain familiar routines
  • Encouraging independence
  • Providing gentle reminders
  • Preparing meals
  • Supporting personal care
  • Assisting with medication
  • Offering companionship
  • Encouraging hobbies and meaningful activities
  • Accompanying clients to appointments
  • Supporting family carers

We always treat each person with dignity, patience and respect.

Yes.

Loneliness can affect anyone, including people living with dementia.

Regular companionship can provide:

  • Friendly conversation
  • Emotional reassurance
  • Shared activities
  • Walks in the community
  • Reading together
  • Listening to music
  • Looking through family photographs
  • Playing games
  • Gardening
  • Spending quality time together

Maintaining social interaction can make a positive difference to wellbeing.

Good communication is an important part of dementia care.

Our carers aim to:

  • Speak calmly and clearly
  • Give people time to respond
  • Use simple language where appropriate
  • Maintain eye contact
  • Listen patiently
  • Avoid unnecessary rushing
  • Offer reassurance
  • Respect the individual’s pace
  • Use familiar routines and cues

Every person communicates differently, so our approach is adapted to the individual’s needs.

Yes.

Although carers cannot stop memory loss, they can help people manage day-to-day life by:

  • Providing gentle reminders
  • Supporting daily routines
  • Helping organise medication
  • Encouraging regular meals
  • Using calendars or notes where appropriate
  • Helping prepare for appointments
  • Offering reassurance when someone becomes confused

The focus is on supporting independence while reducing avoidable stress.

Yes.

People living with dementia may occasionally become confused or anxious.

Our carers aim to respond with patience and reassurance by:

  • Remaining calm
  • Listening carefully
  • Offering reassurance
  • Redirecting attention where appropriate
  • Maintaining familiar routines
  • Creating a safe environment
  • Reporting significant changes to the management team and, where appropriate, the family

Our approach is always centred on understanding the individual rather than simply reacting to the behaviour.

Absolutely.

Meaningful activities remain important throughout the dementia journey.

Depending on the person’s interests, carers may support activities such as:

  • Gardening
  • Baking
  • Listening to music
  • Looking through family photographs
  • Walking
  • Watching favourite television programmes
  • Arts and crafts
  • Simple puzzles
  • Visiting cafés
  • Spending time outdoors

Activities are chosen according to the person’s abilities, interests and preferences.

Family members play a vital role in supporting a loved one.

Helpful ways to provide support include:

  • Spending quality time together
  • Maintaining familiar routines
  • Speaking calmly and patiently
  • Encouraging independence where possible
  • Sharing information with the care team
  • Attending care reviews
  • Looking after your own wellbeing and asking for help when needed

Caring for someone with dementia can be emotionally demanding, and families should remember that seeking professional support is a positive step, not a sign of failure.

Hospital discharge care is short-term or ongoing support provided after someone returns home from hospital.

The aim is to help people recover safely, reduce the risk of readmission and regain confidence while remaining in familiar surroundings.

Support may include:

  • Personal care
  • Medication support
  • Meal preparation
  • Mobility assistance
  • Help around the home
  • Companionship
  • Attending follow-up appointments
  • Monitoring changes and reporting concerns

Every discharge package is planned around the individual’s needs and discharge recommendations.

In many cases, yes.

We understand that families are often under pressure when a loved one is ready to leave hospital.

Depending on:

  • Completion of the care assessment
  • Availability of suitably trained carers
  • The person’s location
  • The level of support required

Maaya Care will work with families and healthcare professionals to arrange care as quickly and safely as possible.

If you know someone is due to be discharged, contacting us as early as possible allows more time to plan the right support.

In many cases, yes.

We understand that families are often under pressure when a loved one is ready to leave hospital.

Depending on:

  • Completion of the care assessment
  • Availability of suitably trained carers
  • The person’s location
  • The level of support required

Maaya Care will work with families and healthcare professionals to arrange care as quickly and safely as possible.

If you know someone is due to be discharged, contacting us as early as possible allows more time to plan the right support.

Yes.

Where this is included in the agreed care plan, carers may assist with collecting prescriptions or discharge medication from a pharmacy.

They can also help ensure medication is available at home and provide medication support in accordance with the care plan and their training.

Yes.

Our carers may accompany clients to:

  • GP appointments
  • Hospital outpatient appointments
  • Physiotherapy
  • Occupational therapy
  • Community nursing appointments
  • Specialist clinics
  • Other healthcare appointments agreed within the care plan

They can assist with mobility, provide reassurance and support the person throughout the visit.

Palliative care focuses on improving quality of life for people living with serious or life-limiting illnesses.

It aims to provide comfort, dignity and practical support while helping people remain in the place where they feel most comfortable.

At Maaya Care, our carers work alongside healthcare professionals to support individuals and their families during this important stage of life.

Palliative care focuses on improving quality of life for people living with serious or life-limiting illnesses.

It aims to provide comfort, dignity and practical support while helping people remain in the place where they feel most comfortable.

At Maaya Care, our carers work alongside healthcare professionals to support individuals and their families during this important stage of life.

Our carers may provide:

  • Personal care
  • Comfort measures
  • Assistance with repositioning (where trained and appropriate)
  • Meal and drink preparation
  • Emotional reassurance
  • Companionship
  • Medication support as agreed
  • Help maintaining dignity
  • Support for family members
  • Practical assistance around the home

Clinical decisions, symptom management and medical treatment remain the responsibility of the appropriate healthcare professionals.

Yes.

Good communication between everyone involved in a person’s care is essential.

With the client’s consent and in line with confidentiality requirements, we work collaboratively with:

  • GPs
  • District nurses
  • Community nurses
  • Hospital discharge teams
  • Occupational therapists
  • Physiotherapists
  • Palliative care teams
  • Social workers
  • Other professionals involved in the person’s care

Working together helps ensure care remains coordinated and responsive to changing needs.

Sometimes care needs change quickly.

If a client’s condition changes, our carers will:

  • Follow the agreed care plan
  • Respond appropriately to the situation
  • Report concerns to the office
  • Contact emergency services if required
  • Inform the appropriate family member or representative where agreed
  • Work with healthcare professionals to review the support required

Where needs increase, the care package may need to be reviewed to ensure it remains safe and appropriate.

The cost of home care depends on several factors, including:

  • The type of care required
  • The length of each visit
  • How many visits are needed each day or week
  • Whether care is required during evenings, weekends or bank holidays
  • The level of support required

Following a free care assessment, we will provide a clear, personalised quotation with no hidden charges.

Live-in care is personalised to each individual.

The cost depends on:

  • The person’s care needs
  • Whether support is required for one person or a couple
  • The complexity of care
  • Night-time requirements
  • The level of assistance needed

After completing a care assessment, we will explain the recommended care package and provide a personalised quotation.

Yes.

Maaya Care offers a free, no-obligation care assessment.

During the assessment we discuss:

  • Current care needs
  • Daily routines
  • Health conditions
  • Mobility
  • Medication
  • Personal preferences
  • Home environment
  • Family support
  • Goals and expectations

This helps us recommend the most suitable care package.

Some people may be eligible for financial support from their local authority.

Eligibility depends on:

  • A Care Needs Assessment
  • A Financial Assessment (sometimes called a means test)

If you believe you may qualify, you should contact your local Adult Social Care department to request an assessment.

If funding is approved, the council will explain the options available.

Direct Payments are funds provided by a local authority to eligible individuals so they can arrange their own care.

Rather than the council choosing a provider, the person receiving the Direct Payment has greater choice and control over how their care is arranged.

Many people use Direct Payments to purchase services from a CQC-registered home care provider such as Maaya Care.

The local authority decides eligibility and the amount available.

A Personal Budget is the amount of money identified by a local authority to meet a person’s eligible care needs following an assessment.

Depending on individual circumstances, the Personal Budget may be:

  • Managed by the council
  • Paid directly to the individual as Direct Payments
  • Managed on the person’s behalf by another organisation

The council will explain the available options following the assessment.

NHS Continuing Healthcare (often called CHC) is a package of care arranged and funded by the NHS for people with significant ongoing healthcare needs.

Eligibility is not based on a specific diagnosis but on the nature, intensity, complexity and unpredictability of a person’s needs.

Assessments are carried out by the NHS using national guidance.

If you think someone may be eligible, speak to their GP, hospital discharge team or NHS Continuing Healthcare team.

Attendance Allowance is a benefit that may help some older people with the extra costs of needing personal care or supervision.

It is not paid directly to care providers, but eligible individuals may choose to use it to contribute towards the cost of home care.

Eligibility and payment rates are determined by the Department for Work and Pensions (DWP), and the rules may change over time.

If you are unsure whether you qualify, you may wish to seek advice from the appropriate government service or an independent benefits adviser.

Yes.

Many of our clients arrange and pay for their care privately.

Privately funded care offers flexibility and allows families to arrange support that best suits their needs.

We will discuss your requirements, complete a care assessment and provide a clear quotation before care begins.

In some situations, yes.

If both partners can be safely supported by one live-in carer, live-in care may offer a practical and cost-effective solution while allowing couples to remain together in their own home.

The care assessment will determine whether one carer can safely meet both people’s needs or whether additional support is required.

Yes.

Following your care assessment, we will provide a written quotation that clearly explains:

  • The recommended care package
  • The services included
  • The agreed schedule
  • The applicable fees
  • Any other relevant information discussed during the assessment

We believe families should understand the proposed care arrangements before making a decision.

Arranging care is simple.

You can contact our friendly team by:

  • Calling our office
  • Sending us an email
  • Completing the enquiry form on our website
  • Requesting a callback

We will discuss your circumstances, answer your initial questions and arrange a free care assessment if appropriate.

There is no obligation to proceed after the initial conversation.

The care assessment helps us understand the person’s needs so we can recommend the most suitable support.

During the assessment we may discuss:

  • Current health conditions
  • Daily routines
  • Personal care needs
  • Mobility
  • Medication
  • Nutrition and hydration
  • Family involvement
  • Risks within the home
  • Preferred routines
  • Personal wishes and goals
  • Cultural or religious requirements
  • Hobbies and interests

We also answer any questions the individual or their family may have.

Most assessments take between 45 and 90 minutes, depending on the complexity of the person’s needs.

We do not rush assessments.

Taking time to understand the individual helps us provide safer, more personalised care.

Where possible, assessments are usually carried out in the person’s own home.

This allows us to:

  • Meet the individual in familiar surroundings
  • Understand the home environment
  • Identify any potential risks
  • Discuss equipment or mobility needs
  • Plan care more effectively

In some circumstances, assessments may also be completed in hospital or another agreed location.

Following the assessment, we will:

  • Review the information gathered
  • Decide whether we can safely meet the person’s needs
  • Prepare a personalised care plan
  • Provide a written quotation
  • Discuss the proposed start date
  • Answer any further questions

If everyone is happy to proceed, we will make arrangements for care to begin.

The start date depends on:

  • The person’s needs
  • Completion of the assessment
  • Availability of suitable carers
  • The location of the care package
  • Any specialist requirements

Where urgent support is needed, we will do our best to arrange care as quickly as possible while ensuring it is safe and properly planned.

Wherever possible, yes.

Continuity of care is very important.

We aim to provide a small, consistent team of carers who become familiar with the person’s:

  • Routine
  • Preferences
  • Communication style
  • Health needs
  • Family

Occasionally, different carers may be required due to holidays, sickness or training, but we always try to keep changes to a minimum.

Yes.

Care should be flexible.

As needs change, we can review the care plan and discuss whether additional support, different visit times or other services may be appropriate.

Regular reviews help ensure care continues to meet the individual’s needs.

Care plans are reviewed:

  • Regularly as part of our quality assurance process
  • Whenever the client’s needs change
  • Following significant events such as a hospital admission
  • If requested by the client or their family
  • When healthcare professionals recommend changes

The aim is to ensure the care provided remains safe, appropriate and person-centred.

Yes.

With the client’s consent, we encourage family involvement where appropriate.

Families can often provide valuable information about:

  • Daily routines
  • Medical history
  • Personal preferences
  • Communication
  • Hobbies
  • Cultural needs
  • Important life events

Working together helps us provide more personalised support.

If a client is admitted to hospital:

  • We will update our records
  • Liaise with the family or representative where appropriate
  • Pause or adjust services if required
  • Work with healthcare professionals and the family to plan support when the person returns home

Following discharge, we can review the care package to ensure it continues to meet the person’s needs.

If a regular carer is unavailable due to illness, annual leave or other circumstances, we will arrange cover from another suitably trained member of our team.

We understand the importance of continuity and always aim to minimise disruption.

Where possible, replacement carers will receive information about the client’s care plan before their visit.

If your condition changes or you feel you need additional support, please contact Maaya Care as soon as possible.

We will discuss the changes, review your care plan and consider whether:

  • Additional visits are needed
  • Visit times should change
  • Live-in care should be considered
  • Overnight support is appropriate
  • Other healthcare professionals should be involved

Responding promptly helps ensure care remains safe and effective.

Yes.

We understand that circumstances can change.

If you wish to reduce, increase or stop your care service, please contact our office.

We will explain any notice periods that apply under your care agreement and work with you to make the transition as smooth as possible.

If you are moving to another form of care or no longer require support, we will do our best to assist with a safe handover where appropriate.

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