Our Process

How we make sure you get the best from us!

Step by Step Process Flow

We employ these guidelines to make sure you are better served.


1. Assessments

We take a holistic person-centred approach to planning and delivering care in a way that meets your physical, emotional, spiritual needs and preferences.

Assessment - At Home

Our first point of action following receipt of referral information is to arrange a care needs assessment with you and your family at home. This allows us have a detailed conversation about your care requirements and how you want care delivered to suit your lifestyle. It also gives us an opportunity to match you with a suitable carer and determine what requirements need to be put in place to deliver care safely in your home. Although our assessments also involve your nearest and dearest, we expect final consent on all decisions to be given by you and we will only proceed with putting care package in place for you when we have explicit consent from you in writing.

Assessment - Away From Home

If you are awaiting discharge from hospital or in a respite facility, we will arrange a visit with you in hospital or in the residential facility where you are being cared for as soon as we receive your referral information. This allows us we liaise with all health and care professionals who have looked after you to determine how best we collectively support your transition back home.

We always follow up hospital visits with a family visit at home before your discharge, to allow us assess the suitability of your home provision to care provision; and more importantly ensure all necessary special equipment and support aids have been put in place for you before your return home. This allows us guarantee a smooth and sustainable return back to the place where you want to be. We discuss your medication with your GP, district nurse, community matron and community pharmacist to ensure you return home with the right medication with sufficient stock and make arrangements for ongoing delivery as required.

2. Care Planning

All of the information we gather about you and your care needs and preferences is put into a care plan which is placed in your home file. This allows your carer have all of the information they need to support you at home. We will present you care plan to you and your family for signed written consent before we can start supporting you.

Your care plan will be reviewed with you on a regular basis and following any incidents to ensure it always meets your care needs as they change.

Care planning
Placing Your Carer

3. Placing Your Carer

Your regular carer will be introduced to you by the care coordinator who has conducted all of your assessments. Your regular carer will be your key worker who will attend the first few visits within the first week with your carer to ensure care provision progresses smoothly and your needs are met to your satisfaction.

Your key worker will remain the key link between your carer(s) and the care coordination team. Your key worker will from time to time call you on the phone and pop in for spot check visits to check that you are happy with the quality of service you are receiving, deal with any queries or complaints, and assist you with any communication with your GP, nurse, social worker, etc.

4. Quality Assurance

We place a high premium on delivering the best quality care and support services; and this starts right from the point of recruitment. Our staff are referenced and fully vetted by the Disclosure and Barring Service (DBS). As we employ our care staff directly, they benefit from training and direct supervision from our Care Management Team.

We provide a robust induction training programme for all of our carers based on the standards jointly set by Skills for Care, Health Education England and Skills for Health in the Care Certificate. Our carers undertake hands-on training courses in moving and handling, work-based shadowing as well as specialist placements in Dementia and Palliative/End of Life Care.

We are committed to having more Dementia Champions among our workforce to support our commitment to our local Dementia Action Alliance.

Quality Assurance

We maintain a cycle of continuous improvement - conducting audits, staff reviews and appraisals, service user feedback forms, spot checks and unannounced visits to ensure services are delivered to the highest standards at all times. And we consistently seek and welcome feedback from our clients and their relatives, adopting these in improving the quality of our services.

GenerixCare is registered with and inspected by the Care Quality Commission (CQC). - (http://www.cqc.org.uk/location/1-2155383702/)

We are also registered with the United Kingdom Homecare Association (UKHCA) - the professional association of home care providers by promoting high standards of care and providing representation with national and regional policy-makers and regulators.

Funding Your Care

5. Funding Your Care

Here at GenerixCare, we understand that funding care provision at home is a significant concern for our customers and their families and care costs may inform important decisions around what type of care you choose to receive and how it is delivered.

Our promise to our clients is to always be upfront about home care costs and what to expect from our carers. Our clients can always expect a highly regulated and professionally managed care service. We are always more than happy to discuss the cost of home care with you and your loved ones, as well as the possibility of home care funding that may be available to you from the government.

With self-funding clients, we offer flexible payment options when considering personal needs and your financial situation and encourage you to discuss these with our team during your assessment.


What does Generixcare's current CQC rating of "Requires Improvement" mean, and what steps have been taken since this rating?

The current CQC rating of "Requires Improvement" reflects certain areas where we needed to enhance our services. We take this rating seriously and have since implemented significant improvements. These include:

1. Enhanced Training and Development: We've upgraded our training programs to ensure our caregivers are equipped with the latest skills and knowledge to provide the highest standard of care.

Continue reading about our CQC improvements plans