Frequently Asked Questions

Heart & Hands

Will I have continuity?

We always try to provide service users with continuity, this means keeping consistent carers on visits where ever possible. This is very important to us at Deben Willow Care as we understand that people build relationships on trust and that familiarity is important.

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What services do you offer?

The services we offer can be found here, however, if there are any specific needs it's best to contact us directly. 

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What if my needs change?

We conduct annual care reviews with all our service users however if their needs change at any time, they just need to let us know and we can review their care plan and ensure they are getting the care they need.

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Will I have to fund the care?

It's best to speak to Customer First who can give financial advice and conduct financial assessments. You can call them on 0808 800 4005 which is free from landlines and most mobiles. Opening hours are 08:00 - 18:45 Monday to Friday. 

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How do I make a complaint?

We take any complaints seriously and we welcome all feedback. Please contact us as soon as possible with any complaints on 01728 453677. In the event that you do not wish to complain directly to us, you can contact the Care Quality Commission ​on 03000 616161 

Our Carers

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Are your carers police checked?

All our staff are subject to enhanced DBS clearance on recruitment. 

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How experienced are the carers?

Most of our carers have a wealth of experience, however some carers come to us without care experience but have a genuine passion for caring and supporting other people. As well as undergoing our training programme, we have a dedicated team that mentors employees so they are able to provide the best care they can.

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What training do staff have? 

All our Community Carers go through our mandatory training programme, including but not limited to, The Care Certificate, Manual Handling, Medication, Mental Health, Food preparation and Health and Safety training. Additionally, we encourage all our carers to undertake Diplomas in Health and Social Care, and provide further training for personal and professional development. 

If you have any questions about Deben Willow Care and our services, please contact us today. 

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Call us today on 01728 453677

Members of UKHCA / Regulated by CQC