Your initial enquiry
We understand that this can be a stressful time for all involved and from your initial enquiry we will ensure that we do everything possible to make arranging your care as simple and as straightforward as possible.
Whether you contact us through the website, the national enquiry number or your local MyLife branch, your enquiry will initially be passed on to one of our Business Development Managers. They are local to your area and are a wealth of knowledge; if they can’t help with a particular problem, or believe that you would benefit from additional help or support, they will contact the relevant agency to arrange this for you. They will contact you to arrange a mutually convenient time to visit you in your home, or for you to visit the branch, to explain more about the company and to discuss your individual needs. They will not try to ‘hard sell’ anything to you but will give you all the relevant information that you will need to make an informed decision regarding your care options.
Once they have answered all of your questions, they will leave you with plenty of MyLIfe literature that you can read at your leisure. They are always at the end of the phone and are more than happy to answer any questions that you might have
Once you have made the decision to start care, we will arrange an appointment for one of our care team to visit you at home to carry out a full individual needs assessment. This will normally happen within a week of your initial enquiry and takes approximately 1.5 – 2 hours to complete. The assessment is extremely comprehensive and covers everything from; likes and dislikes, mobility, sleeping habits and mealtimes through to medication and medical history. This is necessary so that we can ensure that we tailor a quality care package that is individual to you and your requirements.
Once the assessment is completed we will leave you with the contract paperwork to read through and the direct debit mandate to sign. We appreciate that the small print can take a while to digest and so will give you a couple of days to complete this. Once you have done so, we can collect this and then allocate you a MyLife Assistant and confirm a start date for your care.
Once we start delivering your care, your regular contact in the branch will be the Care Manager and Care Coordinator: their job it to ensure the day to day organisation of care calls and they will allocate your carers and send your rotas to you. If you have any questions relating to your care then they are there to help.
Alterations to your care package
We understand that needs change and if you would like additional support, or want to cancel a visit for whatever reason, we only require 24 hours notice to do this.
Our Care Manager will contact you after the first couple of weeks to see how you are getting on and discuss any alterations that you might like to make to your package.
Please remember, your local team are just at the end of the phone.