When you first contact Abbey Care, a Manager or one of our Care Coordinators can talk through what is happening, the help that may be needed and any questions or concerns you have.

If you would like to take things further, we can arrange a free, no-obligation assessment. This gives us the opportunity to meet the person who may be receiving care, understand their needs and preferences, and begin working out what the right care package might look like.

The assessment is carried out by one of our Managers or Care Coordinators, usually in the person’s own home.

We’ll talk about what the person is able to do for themselves, where they need some help and how that help can be provided safely. This may include mobility, personal care, medication, eating and drinking, health conditions, communication and any equipment already being used.

Just as importantly, we want to get to know the person. We’ll ask about their usual routines, how they like things done, what is important to them and any preferences that should be taken into account when arranging their care.

Family members can be involved in the assessment where appropriate, but the person receiving care remains at the centre of the conversation.

Following the assessment, we put together a care plan based on the support that has been agreed and how the person would like that support to be provided.

The care plan gives our care workers the information they need before care begins, including the help required, routines and preferences, any risks they need to be aware of and other important information about the person’s care.

But a care plan is only the starting point.

Once visits begin, our care workers get to know the client and often learn the small details that make a difference – how they like things done, what works well and what they prefer to do for themselves.

Care workers share useful information with the office team so that what one care worker learns about the client can be shared with the wider team and reflected in the care they receive.

The care plan can then be updated as we get to know the client better and whenever their needs, abilities or preferences change.

When arranging care, we consider the person’s needs and the experience and competencies of our care workers. We also think about personality, communication and individual preferences. A good match is about more than simply being able to provide the care required.

We aim to provide a familiar team of care workers who get to know the client and how they like to be supported. Someone receiving several visits each day will naturally need a larger team than someone receiving occasional care, so we can’t promise the same care worker for every visit.

If something isn’t working, please tell us. We’d much rather know so that we can understand the problem and see what we can do.

As visits get underway, care workers may notice things that weren’t obvious at the assessment – perhaps a particular way of providing support works better, the client prefers something done differently, or they are able to do more for themselves than initially expected.

That information is fed back to the office team and, where appropriate, reflected in the care plan.

We also encourage clients and families to keep in touch with the office. If needs, routines or circumstances alter, or there is something you would like us to know, call or email us so that we can talk it through and make any changes needed to the care.

Families often play an important part in someone’s care, and good communication can make a real difference.

Where appropriate, family members can be kept informed and can contact the office if they have questions, want to pass on information or need to discuss the care being provided.

We use Birdie to record care visits. Family members can also be given access to information about visits where the client has consented, or where the appropriate authority is in place for somebody to act on their behalf.

Our care workers also let the office team know if they notice changes or concerns during a visit, so that these can be followed up and, where appropriate, discussed with the client and their family.

Sometimes care can start quite quickly, and occasionally we may be able to begin the following day.

It depends on the care needed, the availability of suitable care workers and whether everything is in place for the care to be provided safely.

For someone with relatively straightforward needs, arrangements may be quite simple. More involved care may take longer to put in place, particularly if equipment is needed or we need to work with other professionals involved in the person’s care.

If care is needed soon, tell us when you contact us. We can look at what is needed and let you know what may be possible.

Working out how care will be paid for can feel complicated, particularly when care is needed quickly. Here’s a brief overview of the main ways our clients pay for their care. If you’re not sure where you stand, we’re always happy to talk it through.

Paying for your own care

Many of our clients arrange and pay for their care themselves. When you speak to us, we can talk you through our rates, or email them to you if you’d prefer.

Care funded by West Sussex County Council

If the council assesses someone as eligible for support with the cost of their care, the council arranges that care with a provider. We do support clients whose care is funded by West Sussex County Council, although new council care packages are allocated by the council, so we aren’t always the provider chosen.

If someone already has care with us and their savings fall below the council’s financial threshold, it’s often possible for their care with Abbey Care to continue through the council.

Clients whose care is funded by the council can also arrange extra care with us privately, such as respite or additional visits, alongside the care the council provides.

Wivelsfield Green is in East Sussex, where we don’t have a council contract, so we aren’t able to provide council-funded care there. We’re still happy to support people in Wivelsfield Green who pay for their own care, use direct payments, or have their care funded through NHS Continuing Healthcare.

Direct payments

If the council gives someone a direct payment, they can use it to arrange their own care. Some of our clients use direct payments to pay for their care with Abbey Care.

NHS Continuing Healthcare

If someone’s needs are primarily health needs, they may be eligible for NHS Continuing Healthcare, which means the NHS funds their care. This includes the Fast Track pathway for people approaching the end of life. We support clients whose care is funded through NHS Continuing Healthcare.

Attendance Allowance

Attendance Allowance is a benefit for people over State Pension age who need help with personal care. It isn’t means-tested, so savings and income don’t affect it, and it can be spent however the person chooses, including towards the cost of care. We always ask new clients whether they’ve applied.

How invoicing works

We invoice on the 1st of each month for the care provided during the previous month, and invoices are payable within 30 days. You can pay by bank transfer (BACS), by card over the phone or by cheque. We’re unable to accept cash or Direct Debit.

Help with funding questions

For independent advice about paying for care or claiming benefits:

West Sussex County Council’s Adults’ CarePoint: 01243 642121

East Sussex County Council’s Health and Social Care Connect (for Wivelsfield Green): 0345 60 80 191

Your local Age UK

West Sussex Connect to Support (the council’s care and support website)

GOV.UK: Attendance Allowance