Infection Prevention Control Ireland
FAQ
What is a homecare service?
There are many benefits to receiving a home care service that it is considered one of the best solutions to ensuring you or your loved ones can live safely and independently at home for longer. Some of the benefits include:
  • The home care service allows for more personalised care suited to your individual needs.
  • People often thrive in the comfort and familiarity of their own home and people with dementia feel less confused in a home setting.
  • You can maintain your independence and enjoy a more convenient way to receive health care and daily living support.
  • Family members can avail of some respite and can spend more quality time with their loved ones.
How would I know that I need a homecare service?
If you are beginning to find it a bit more difficult to get around the house and get all the  household chores done in a timely manner; if things like getting in and out the bath or shower or up and down the stairs are a concern for you then it’s time to explore what help you can get  at home.  Of course it can be hard to admit we need assistance with everyday tasks, but remember that getting that little bit of extra help means that you can live safely and independently at home for longer.
How do I apply for home care hours?

One of our main goals is to ensure you maintain your independence and stay at home as long as possible.  You can apply for home help hours privately at any time by contacting our offices as follows:

Phone   093-60716

e-mail  info@.aghra.ie

Our experienced and helpful staff will  explain the process step by step with you or your family and  guide you through the application.

You can also apply via the Local HSE organisation. You can discuss this with your local doctor or the  public health nurse in your local health clinic. They are in a position to advise you on how to get the application process started.

It is very important to be aware that you who wishes  to  request home support can request through the HSE your preferred care agency. If you are allocated home care hours from the HSE you can request A Ghrá as your preferred care service provider for all or part of the hours that the HSE have allocated. This empowerment of you is crucial and here at A Ghrá we consider you as the best and final judge of the quality of our service provided to you.  So feel free to contact the HSE and request our company as your service provider, you won’t be disappointed.

What type of care does A Ghrá Care services provide?
We are dedicated to providing quality and confidential personal care in the comfort and privacy of your own home. There are a variety of care services available suited to your needs and we can be flexible as to when these can be delivered. Services may include some of the following: Home care, Personal care, Specialist care such as Dementia and Palliative care and of course post-hospital and Respite care which at times may necessitate overnight stays in your home.
Is there a minimum number of hours required?
We are as flexible as you need us to be. Your care needs are agreed and documented in the Care Plan in advance. There is no long- term commitment and if you no longer require assistance then the home care service will cease. We have a qualified and experienced team of caregivers who can provide care from 1 hour to 24 hours daily and for any amount of days in the week.
Can you provide short term care post hospital convalescence and respite?
Yes, we can.  We have all the skills to meet your specific recovery needs and at times we may be part of a more broader team of health care professionals dedicated to your full recovery within your home, depending on your situation.
Can you provide homecare services to people with Dementia or Alzheimer’s?
Yes, we can. We have our own specialist care team in-house dedicated to caring for people with Dementia or Alzheimer’s. Our experienced caregivers have received additional training in this area to enable them deliver this specialist care as required.
What is the Care Plan?

A Care plan is  a customised, personalised and documented plan of service provision agreed between the client, and A Ghrá based on the clients needs. It outlines the days and times for service provision and what is to occur at each call.  At A Ghrá we review every client care plan annually or sooner as required in order to ensure our Client’s changing needs are met.

Can my Care Plan change?
Yes, as your needs may change we can do a review assessment and change the Care Plan with your agreement and, where appropriate, the HSE. Our scheduling system facilitates client login and access to their care plan and schedule ensuring accurate and up to date information is always available to our clients and or their Next of Kin.
Tell me about your caregivers?
All our caregivers have completed at a minimum two QQI level 5 Modules ‘Care of the Elderly’ and ‘Care Skills’ together with Manual Handling and people moving, First Aid and other relevant training that ensures our caregivers are positioned to ensure you receive the quality care you deserve and meet current HSE requirements to deliver quality home care services. Our caregivers are encouraged and supported to continue their professional development and many go on to achieve the Full QQI Level 5 Major award in Health Care provision. At A Ghrá we will always encourage, support and provide opportunity for continued professional development for our carers and Staff.
Will I have the same caregiver for each visit?
We believe that providing continuity of care and building relationships between caregiver and client increase the overall quality and of the care service provided. We always endeavour to place the same caregiver in a client’s home. Sometimes if a caregiver is out on sick leave or on holiday leave, then we will need to put in a different caregiver which we will always discuss with you prior to assigning you another caregiver.
If I have a concern or a complaint with the service, who do I contact?

We are very serious about delivering the most trusted care to you. If you have a complaint or are concerned about some aspect of your care, we welcome your feedback. Likewise, if there is something we are doing well we would welcome your comments. There is a copy of our complaints policy and complaints form in each care plan folder. There is also an electronic copy of our complaints policy and complaint form available to each client in their client document folder accessed via their login. Rest assured that your complaints and concerns are treated in the strictest of confidence and will be investigated in a timely manner.

Informal Resolution
If possible, we believe it best to deal with things as soon as possible and in the easiest and most direct way. If you have a complaint raise it with the person you are dealing with. He or she will try to resolve it for you there and then. However, they may need time to look into it, we would hope that all informal complaints would be dealt with within five working days. The member of staff involved will bring any lessons learned from addressing your complaint to our attention. If the member of staff cannot help with your complaint they will explain why, and you can then ask that your complaint to be formally investigated.

Ideally, we would ask that you use our complaints form as it is designed to ensure we get enough information to assist in investigating your complaint. You can ask for a copy of our complaints form from the person whom you are already in contact with; a copy of the complaints form is also included in your Care Plan file; you can email a request for one to be emailed or posted to you using the following address info@aghra.ie ; you can ring the office on Telephone: 09360716 to make your complaint over the phone; you can write a letter to us at the following address: The Client Liaison Officer, AGHRÁ Care Services Ltd, The Mall, Tuam, Co Galway.  Our accepted complaints pathways include e-mail, in person, in writing and by telephone.

What if I need to speak to someone in the office after business hours.

We are always on hand to deal with your queries. We pride ourselves on providing round the clock phone cover and will always be in a position to deal with your concerns or questions.

Call us on 093 60716

Can I or my family claim tax relief on the costs?
Income tax relief is available to all our clients subject to certain conditions mandated by the revenue commissioners.  Your marginal rate of income tax is used to determine the amount you or your family can claim. Other relatives may claim also but again certain conditions apply. Please click on the revenue site http://www.revenue.ie/en/personal-tax-credits-reliefs-and-exemptions/health-and-age/home-carer-credit/index.aspx
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