Frequently Asked Questions

Making a decision about care for yourself or a loved one is never easy. To be comfortable with your options, you need answers.

Are your CareGivers insured and checked?

Yes. Every CareGiver is a Right at Home employee. To help ensure the safety and wellbeing of our Clients, we perform a criminal history background clearance and then cover each CareGiver with general liability and workers’ compensation insurance.

Will my family member always receive care from the same CareGiver?

Our goal is to establish a long-term relationship with your loved one. Should your family want to request another CareGiver for any reason, we’ll search for a match until your family is happy.

We understand that a strong rapport and trust with a CareGiver is vital to a successful home care experience.

If your loved one receives care for many hours in a day or at different times of the day throughout the week, it may be necessary to schedule more than one CareGiver in a given week.

If your family requires multiple CareGivers, our goal is the same: we want you to be satisfied and happy. We’ll do what it takes to make sure we achieve that goal.

Can Right at Home help with medications?

Some Right at Homes can administer medications. Check with your local Right at Home office on the services they can provide to your loved one.

Regardless of whether a local office can administer medicine, they can always assist in reminding individuals to take their medications.

In fact, medication reminders are one of our most requested services. We can also report any side effects and assist with pre-measured medication packages.

Will I have a choice of who comes to my home?

Yes. We encourage your involvement in the decision-making process.

And with our proprietary screening and selection system, you can rest assured that we do our best to take the guesswork out of matching the right CareGiver to you and your family.

However, you must be satisfied. We’ll never send a CareGiver who doesn’t meet your needs, and we’ll always accommodate any requests you may have for a change in CareGivers.

Can I change or discontinue the services my loved one receives?

You can change the number or type of service we provide your loved one whenever it’s necessary.

We understand the care situation can quickly change, so we’re as flexible as possible with your loved one’s care. We do however ask for a bit of notice when you need to cancel visits, this is so that we can give our fabulous care team some consistency in terms of the hours that they work.

Plus, you’re never bound to a long-term contract, we only ask for two weeks notice should you wish to discontinue your relationship with Right at Home.

How can I verify a shift was completed?

Our CareGivers use their mobile phones to log in and out of client visits and to record detailed notes.

We can provide access to these records on the Family App which will let you read these notes and see the times of arrival and departure of our CareGiver(s).

Also, our itemised invoices are always either posted or emailed after services are completed, this lets you see the details of the time or date of care.

Do I need a doctor’s authorisation for your services?

No. You choose the services you want, when to start those services and how often those services are used.

If you request assistance with billing a private insurance policy (such as long-term care insurance) for our services, we’re happy to help with the entire “benefits coordination” process.

This includes providing any documentation you need for reimbursement by an insurance carrier.

What are the costs of your services?

Every family we serve receives a Personal Care Plan specific to their needs and budget. Several factors help determine the exact cost:

  • Number of hours of care per week
  • Level of homecare services received (non-medical, personal care, etc.)
  • Area of the country where services are provided

Our services are typically billed on an hourly basis. To discuss the exact rates for the services you may need, contact our office. We’ll set up an in-home consultation to begin discussing a Personal Care Plan and the rates for each service on your plan.

We always provide a written rate sheet prior to initiating services. Rates will never be increased without at least thirty days’ notice.

Are home-care services covered by insurance or NHS Social Services?

There is no straightforward answer to this question, although we are happy to help you find out. Social Services will pay for certain things depending on the level of your need, coupled with an analysis of your financial circumstances. In addition, we are happy to work with other methods that your local Social Services department might use, such as Direct Payments or a Personalised Budget. Please call our office and we will gladly assist you with your funding options.

Do I pay the CareGiver directly?

No. You (or an authorised representative) are only invoiced after the completion of services.

Usually, this happens weekly. You never have to pay CareGivers directly. And you’ll never be asked to pay an additional fee to any employee.

How is the privacy of my personal information maintained?

Your information is never sold to a third party under any circumstances.

In fact, only the office personnel and CareGivers who are directly involved in your services will have access to information related to the care of your loved one.

Right at Home seems like a good choice. What’s the next step?

Contact our friendly team. We’ll arrange a time to visit you, your family and/or any authorised representative to fully discuss your particular situation and how Right at Home might help.

Together, we’ll go over the care your family needs and the care we provide. We’ll answer all of your questions regarding services and costs.

Then, we’ll begin putting together your Personal Care Plan and matching your loved one with the right CareGiver.

We pride ourselves on being able to respond to urgent care needs with speed, but without compromising on standards.

Contact Us Today

Our trusted support is only a call away.


Office: 01252 783426


Right at Home GF - Guildford, Farnham, Godalming, Farnborough, Fleet & Aldershot

Office Address:
Sandy Farm Business Centre
Sands Road
GU10 1PX

Registered Number 8004923

Office Opening Hours

08.00 - 17.30 Mon - Thu
08.00 - 17.00 Fri