At Care Alternatives, our clients are very important to us, so we believe in always putting your needs and interests at the heart of everything we do. It is only when we have a clear understanding of who you are and what you want from our service that we are able to work with you effectively to meet your needs and expectations. We exist to ensure that your care needs are met, and we strive at all times to be open and transparent. This is so that you know what you can expect from us and will always feel satisfied and well supported.

To help us understand your wishes, we respond to your enquiry in the following way:

• We contact you to explain our service and arrange a convenient time to visit you
• A skilled professional from Care Alternatives’ experienced team comes to visit you and carries out a detailed initial assessment. This will focus on your needs, interests and circumstances so that you can be sure you are getting the very best out of the services we offer
• If you decide that you wish us to work with you, we research and compile a special report, setting out tailor-made options for you, including clear costings. There is a charge for this report
• If you wish to proceed, a contract is drawn up setting out the level of service that you require and the costs. You can cancel your contract at any time, should your situation or wishes change
• Once you are satisfied with the contract, we set to work to implement your individual care plan
• Our quality procedures and review system ensure that the care package is updated and amended appropriately to suit your changing circumstances

Care Alternatives has a depth of experience and an understanding of the system based on years of work in the sector, and has a reputation for reliability and integrity. At all times our emphasis is on impartial advice, freedom of choice for you and value for money.

Should you ever feel that you are not completely satisfied with the service you receive, we will do our best to put things right. It is perfectly acceptable for you to have a member of your family or a friend or adviser present at any meetings. Our Complaints Procedure ensures that your interests are safeguarded.