FAQ

Please contact us via email or telephone and make an appointment for us to visit you. Our Supervisor will work with you and your family to arrange a care service that suits your needs and unique circumstances. Once the service commences, we will do a one week review when you can let us know if you are not happy with any aspect of our service or you would like to make changes to your care package. We will work with you to implement the requested changes. We also carry out Service Reviews on a regular basis to ensure you are happy and satisfied with our services.

During the initial assessment, our Supervisor will agree a ‘Care Plan’ with you which will detail the tasks you would like us to do on a regular basis. However, if your care needs change over a period of time, we will be happy to revisit the ‘Care Plan’ and make the relevant changes as requested.

Your care worker will undergo a rigorous recruitment and training programme before starting with Link Care. We only recruit care workers who are committed to their work and share our Company Values.

We have an extensive training programme constituting of theory and practical training and shadowing experienced care workers in the community to equip them with the correct Moving and Handling and Medication Administration techniques so they are well trained to provide the services required by our Service Users. Our training programme has been very well received and you can read some of the comments about it in our latest Care Quality Commission (CQC) Inspection Report.

We also encourage all our care workers to develop their skills by further studies and review their progress with regular supervisions and on the spot checks to see how they are doing.

We will ensure that the care workers work within the regulatory and legal framework of Health and Social Care. Please let us know during the initial assessment and we will let you know if the requested tasks cannot be done by the care workers. This is to ensure that the provision of services is not a risk for yourself and our staff.

We value continuity and understand the importance of providing consistency of care. However, it is not possible to guarantee same care worker everyday as most staff work varying shift patterns. We do try to keep the number of your care workers to an absolute minimum.
All our care workers are equipped with a mobile phone and use the Electronic Call Monitoring system to login and log out of a call. There will be an electronic tag in your file which will be used to login when they arrive and logout just before they leave. These times are monitored by the office staff to ensure that care workers stay the relevant duration as agreed in the care plan.

All staff members before joining the company have been through a rigorous vetting procedure which includes an enhanced DBS (Disclosure and Barring Service) check and obtaining work references from their past work experience where applicable.
In addition, all staff will always be in the company uniform i.e. our green tunics or polo shirts with the company logo and have an ID badge on display.
All staff are also provided with personal protective equipment to include gloves, aprons and sanitizing gel to ensure effective infection control.

We will send you an invoice once every four weeks. The invoice can be posted or emailed at your request.
You can make the payment by sending us a cheque or make transfers via Internet Banking into the designated Company Bank Account, details of which can be found on the invoice. Payment terms are within 7 days of the invoice date.

You can cancel your call if you give us 24 hours’ notice to do so. If the call is cancelled less than 24 hours before the call to be cancelled was due, the call will become fully chargeable.
You can call us on our phone number 016898 898 840 or email us at bexley@linkcare.co.uk or bromley@linkcare.co.uk to cancel your call.
Our office opening hours are from 9.00am to 5.00pm Monday to Friday. We operate an out-of-hours emergency service which is manned from 6am to 11pm. The landline is diverted to our Company Out of Hours Mobile Handset over the whole weekend and before 9am and after 5pm on weekdays so please be rest assured that if you ring our landline during the office and oncall hours above, you will be directed to office staff who can help you with your requests.

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The Link Care Nursing Agency
CQC overall rating
Good