Frequently Asked Questions

Domiciliary care, also known as home care, is professional care and support delivered in your own home by trained care workers. It can include personal care (washing, dressing, toileting), medication support, meal preparation, companionship, light domestic tasks, and specialist care for conditions such as dementia or physical disabilities. The goal is to help you remain safe, comfortable, and independent at home for as long as possible.

Yes, OliveCross Healthcare is fully registered with the Care Quality Commission (CQC), the independent regulator of health and social care services in England. Our registration means we meet national standards for safety, effectiveness, caring, responsiveness, and leadership. You can view our latest inspection report on the CQC website at any time.

We provide domiciliary care services across Wolverhampton and the surrounding areas, including parts of the wider West Midlands. If you are unsure whether we cover your area, please call us for a free, no-obligation conversation and we will be happy to confirm.

We are a clinically led, locally rooted care provider that puts people first. Our approach is built on consistency — we match you with a small, dedicated team of care workers so you see familiar faces every visit. We invest heavily in training, maintain transparent communication with families, and offer genuinely personalised care plans tailored around your routines and preferences, not ours.

Absolutely. You are welcome to visit our office at 3rd and 4th Floors, 84 Salop Street, Wolverhampton, WV3 0SR. We recommend calling ahead to arrange a convenient time so that a member of our management team is available to meet you and answer any questions you may have.

In many cases we can begin care within 24 to 48 hours of your initial enquiry, particularly for urgent needs. For non-urgent packages, we typically complete an initial assessment and have care in place within a few days. We always prioritise safety and thoroughness, so timelines may vary depending on the complexity of your requirements.

We understand how important consistency is for your comfort and wellbeing. We allocate a small, regular team to each client so you build familiarity and trust with the people who support you. While we cannot guarantee the same person for every single visit, we work hard to keep your care team as consistent as possible.

Yes, we work with you to schedule visits at times that suit your routine and preferences. Whether you need support early in the morning, during mealtimes, in the evening, or overnight, we will do our best to accommodate your preferred schedule.

If your regular care worker is on leave or unwell, a fully trained member of your dedicated backup team will cover the visit. We always ensure the replacement carer has access to your up-to-date care plan and is familiar with your needs, so there is no disruption to the quality of care you receive.

Absolutely. Your care needs may change over time, and we are flexible in adapting your package accordingly. Whether you need more support after a hospital stay or wish to reduce visits as you regain independence, simply speak to your care coordinator and we will adjust your plan.

All our care workers are trained in basic first aid and emergency procedures. In a medical emergency, they will call 999 immediately and stay with you until help arrives. We also have an out-of-hours management line available 24/7, so there is always someone you or your family can reach in an urgent situation.

Yes, we regularly support couples living together who both require care. We can provide joint visits where appropriate, or schedule individual visits to meet each person's specific needs. Our care plans are always tailored to the individual, even when supporting both partners in the same household.

The cost of home care depends on the type, frequency, and duration of support you need. We provide a transparent, itemised quote following your initial assessment, with no hidden charges. Please contact us for a free assessment and we will give you a clear breakdown of costs tailored to your specific requirements.

You may be eligible for care funded by your local authority following a needs assessment under the Care Act 2014. If you have a primary health need, you could also qualify for NHS Continuing Healthcare (CHC), which is fully funded by the NHS. We can guide you through both processes and support you with applications.

Yes, we accept direct payments from your local authority. Direct payments give you the freedom to choose your own care provider and manage how your allocated care budget is spent. We can help you set up and manage this arrangement.

There are several avenues of financial support that self-funders may be eligible for, including Attendance Allowance, Personal Independence Payment (PIP), and local authority grants. We are happy to signpost you to the right organisations and help you explore all available options to reduce your out-of-pocket costs.

Yes, every member of our care team undergoes an enhanced Disclosure and Barring Service (DBS) check before they begin working with clients. This is a non-negotiable part of our recruitment process and is regularly renewed to ensure ongoing suitability.

All our care workers complete the Care Certificate as a minimum, covering 15 core standards of care. Beyond this, they receive ongoing training in areas such as medication management, moving and handling, dementia awareness, safeguarding, and first aid. We also provide specialist training tailored to the specific needs of the clients they support.

We monitor quality through regular spot checks, care plan reviews, client and family feedback surveys, and internal audits. Our management team conducts unannounced visits to observe care delivery first-hand. We are also inspected by the CQC, and we continuously act on feedback to improve our services.

We welcome all feedback, whether positive or constructive. You can speak to your care coordinator directly, call our office, or email us at info@olivecrosshealthcare.co.uk. We have a formal complaints procedure and aim to acknowledge complaints within 24 hours and resolve them within 28 days. You can also contact the CQC or your local authority if you prefer to raise concerns externally.