Family

Frequently Asked Questions

We understand that finding the right care solution can come with many questions. Below are answers to some of the most common queries about our service.

• How do I choose my carer?
  After you contact us with your care requirements, we'll carefully review your information and uniquely match you with a selection of carers that we believe will be a great fit for you. You'll have the opportunity to review detailed profiles for each carer you're matched with in your account, along with their photo, experience, interests, and what they enjoy about being a carer. You can then confirm which carer you prefer and communicate directly with them using the chat feature or arrange a phone call.
• How are self-employed carers vetted?
  We take the vetting of self-employed carers very seriously to ensure the highest quality of care. All carers undergo a thorough screening process, including background checks, interviews, and reference verification. They must also provide proof of qualifications and experience relevant to the care services they offer. Additionally, carers are required to pass our training programs and demonstrate a commitment to compassionate and professional care.
• Will a live-in carer attend to my loved one’s personal needs?
  Yes. Live-in carers provide personal care, which may include assistance with toileting, washing and bathing, dressing, oral care, grooming, and medication prompting. If your loved one feels uncomfortable receiving help with intimate personal care, it's important to detail the level of support or supervision needed in your care request and profile to ensure the best match.
• Do live-in carers provide night-time support?
  Absolutely. Live-in carers reside in your loved one's home to offer 24-hour care, including nighttime support as needed. They help establish bedtime routines and assist with night-time needs such as toileting, reassurance, and mobility assistance.
• How does live-in care work once in place?
  When a new carer moves in, it may take some time to establish a comfortable routine. Care schedules are personalized to meet individual needs. Typically, a carer stays for about four weeks before taking a break, during which a temporary carer provides respite care. This ensures continuity and familiarity for your loved one.
• Can I request a male or female carer?
  Yes, you can specify your preference for a male or female carer when making a care request to ensure comfort and compatibility.
• What happens when the carer takes time off?
  When your primary carer takes time off, we arrange for a respite carer to ensure care continuity. Respite carers are selected based on their skills and experience to match your needs.
• How do I manage my live-in care?
  You can manage all aspects of your care through your online account. This includes reviewing carer profiles, selecting a carer, updating care requirements, and tracking care logs.
• How does Carepass handle emergencies?
  Our carers are trained to handle urgent situations and provide immediate assistance while ensuring safety and well-being. Our support team is available to offer guidance in case of emergencies.
• Can I meet my carer before they move in?
  Yes, you can meet your carer before they move in. You can arrange a video call or an in-person visit through your online account to ensure confidence in your choice.