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The First Step

Realizing you may need some extra support either for yourself or a loved one can be a very emotional journey, sometimes trying to put it off for fear of feeling the loss of independence or simply not being willing or able to say it out loud can be a struggle, Aphoenix Care understand how the initial contact can be difficult and our trained advisers are here to walk you through those first steps, you can contact us by either telephone, arrange a meeting, e mail or letter, we can offer advice on what we can offer and how to take the next steps.

Assessment Process

Once we are approached to provide a service we undertake an initial assessment meeting, we will complete a very comprehensive person centered care plan and assessment of any risk with detailed expected outcomes which we would then agree with our service user, family and any other health professional, this will then provide the guidance and expectations for care workers to adhere to.

Every service user is allocated regular care workers to ensure continuity at all times, the primary areas covered by staff can include:

  • Morning & Bedtime assistance

  • Support with all personal care

  • Medication support

  • Preparation of meals

  • Support with daily living

  • Light laundry, cleaning and household chores

  • 24/7 live in support

  • Social outings, Medical appointments

Quality Assurance

Aphoenix Care are committed to maintaining our high quality of service to

ensure we are listening and being responsive to our service we achieve this through

a number of ways.


  • Initial Needs Assessment, Care Planning and Risk Assessment

  • 6 weekly review for a new care package

  • 3 monthly telephone reviews

  • 3 monthly spot checks of staff

  • 6 monthly face to face reviews

  • Completion of yearly quality questionnaires

  • Annual update of Care Needs Assessment, Care Plan and Risk assessment

  • Full involvement of the client, family members and/or representatives in all aspects of the above

  • Involvement of service users in monthly team meetings and partake in agenda items

  • Full audit of all files & compliance annually

This process allows us to obtain an in-depth view of our Service users expected outcomes, review and amend when/where necessary and monitor how they are being achieved.

Compliments & Complaints 

Compliments – the good work of our care team often goes unnoticed, we at Aphoenix Care recognize the value of positive feedback., If you would like to give a compliment please contact one of our office team.

Complaints – Anyone can make a complaint or raise a concern regarding any aspect of our service. This can either be verbally or in writing, the complaint will be logged onto our data base and where appropriate we will send out a response letter within 3 working days to acknowledge the complaint and setting out the procedure we will follow to find a resolution. Our policy is to resolve all complaints within 14 days of the complaint being received.

Aphoenix Care operates and promotes our whistle blowing policy, this is to protect all staff who may raise concerns to management regarding any forms of abuse, neglect or general poor practices.

Data Protection & Confidentiality

Aphoenix Care respects the rights of our service users & staff to have all of their personal information treated with the utmost confidentiality. We comply with the Data Protection Act of 2018. The General Data Protection Regulations. (GDPR)

"Don't Count the minutes ,
                   make the minutes count"

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