Frequently Asked Questions for Clients

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How we help Clients

PrimeCarers is an online platform that connects individuals who require care and support with professional and experienced carers and personal assistants, who are often more cost-effective than agency carers. They are also vetted by PrimeCarers, ensuring a safe and reliable working relationship. Our platform provides a hassle-free and efficient way to find and hire compassionate carers who offer person-centred care tailored to your unique needs. To get started, you can easily search for carers in your area and contact them directly. Our advanced matching algorithm will also suggest potential matches based on your preferences, and we will share your requirements with them so they can get in touch with you. From there, you can communicate with them, assess their suitability, and eventually hire the best carer for your needs. Our platform offers a simple and effective solution to finding the right carer for you.

PrimeCarers provides a host of benefits for those seeking care, including:

  • Choice: You have the freedom to choose the carer(s) that best fit your preferences and needs.
  • Control: You can communicate directly with your carer, without having to rely on a third party to convey your needs.
  • Continuity: With the same carer every time, you can build a rapport and establish a consistent level of care.
  • Cost: You can save between 30% to 50% compared to traditional agency care, while still receiving high-quality, experienced care.

Our platform provides an intuitive, user-friendly experience that enables you to easily find and hire qualified carers who can deliver personalized care and support in the comfort of your own home.

Our platform allows you to easily search for and find carers who can provide specific services tailored to your unique needs. We handle all the contracting, payments, administration, and insurance on your behalf, so you don't have to worry about any of the administrative hassle. And if anything goes wrong, we are there to provide support and help resolve any issues that may arise.

Our platform provides access to a diverse and skilled pool of carers who specialise in various areas of care, including but not limited to mobility assistance, medication management, and meal preparation. These carers are able to provide a comprehensive range of services that cater to your unique care needs, whether you require live-in care, hourly care, overnight care, respite care, and can deliver on all of your needs, from personal care, dementia care, companionship, to more specialised care services like ventilator management. With our platform, you can easily connect with a carer who has the expertise and experience to provide personalized care and support that meets your specific requirements.

When working with a private carer, there are several potential issues that can arise. For example, it can be difficult to verify their qualifications and experience, and there may be no recourse if something goes wrong. However, PrimeCarers offers a safe and secure platform that ensures all carers on our platform are fully vetted and qualified to provide care. We also offer support throughout the entire process, including handling payments and providing access to 24/7 customer service. Additionally, we conduct DBS and background checks to ensure that the carers are safe to work with and professionally interview them to ensure they are good at what they do. If any problems with the carer arise that cannot be easily handled, we are there to help you.

Working with a traditional care agency can often be expensive and impersonal, and you have little control over who provides your care. Additionally, the quality of care may not always meet your expectations, as carers may not be as experienced or well-trained as you would like. With PrimeCarers, you have the ability to search for and choose your own carer based on your specific needs and preferences. Our platform offers a more flexible and personalised approach to care, while still providing more affordable rates and fairer pay for the carers. Finally, we also handle all the administrative tasks such as contracting, payments, and insurance, making the process hassle-free for you.

Homecare provides the opportunity for individuals to remain in the comfort of their own home while receiving personalised care and support. This can lead to a better quality of life, greater independence, and increased feelings of security and familiarity. Homecare can also be more affordable and less disruptive to daily routines than care homes. Additionally, individuals with memory issues may experience significant worsening of their symptoms if they are taken out of their home environment. Homecare can provide a familiar and comfortable setting that can help to mitigate these issues.

Domiciliary care, also known as home care, refers to the provision of care and support services that are provided in an individual's own home. This type of care can be broken down into several categories, including hourly care, live-in care, and respite care.

  • Live-in care involves carers living with individuals in their own homes and providing continuous support and care. This type of care is ideal for individuals who require more intensive support, such as those with complex medical conditions, disabilities, or dementia.
  • Hourly care involves carers visiting individuals in their own homes for a set amount of time each day or week to provide support with daily activities, such as dressing, washing, meal preparation, and medication management. This type of care is ideal for individuals who require support to maintain their independence but do not require around-the-clock care.
  • Respite care involves providing temporary care and support to individuals who usually receive care from a family member or regular carer. This type of care allows the primary caregiver to take a break and recharge, while ensuring that their loved one is still receiving the care and support they need.

In all cases, domiciliary care services are designed to support individuals to live independently in their own homes for as long as possible, while also improving their quality of life and promoting their overall wellbeing.

How PrimeCarers works

PrimeCarers is an innovative online platform that connects clients with qualified and experienced carers, care workers, and personal assistants. Here's how to get started:

  1. Pop in your postcode to find carers, pick the one you like the most and hit the contact button.
  2. Tell us about your situation, the patient, and what you need help with by contacting a carer.
  3. Our AI Matchmaker will then post your job and find the carers that are best suited for you.
  4. You can then accept or reject the carers and engage with the one you like the most on PrimeCarers or over the phone.
  5. Once you have chosen your carer(s), you can easily book visits on the platform and PrimeCarers will take care of all administrative tasks for you.

Find carers, care workers, or personal assistants on PrimeCarers by using our search function. Simply browse through available profiles and filter the search results based on location, experience, and qualifications to find the best match for your needs. We make it easy for you to find the right caregiver to provide the support you or your loved one needs.

Use the search function to filter the results and select "live-in care" as a preference. View profiles of potential candidates who specialize in live-in care and choose the best fit for your needs and contact them directly on the platform

PrimeCarers covers all areas of the UK, including major cities and rural areas.

Yes, you can choose their preferred carer or personal assistant on PrimeCarers by browsing through available profiles and selecting the best candidate for you needs.

Yes, you can hire multiple carers or personal assistants at the same time on PrimeCarers, depending on your individual needs and requirements.

If there are no available carers or personal assistants in your area on PrimeCarers, one of the team will be in touch to work with you to find suitable candidates from nearby areas or assist with finding alternative care solutions. You can call us on 02033693624

Focus on the carer's experience, qualifications, availability, and approach to providing care. Ask about the carer's background, interests, and personal qualities to ensure a good fit. Additionally, talk about practical considerations such as pay rates, scheduling, and duties.

You can book visits with you carer on the platform. We will then handle the payments, contracting, insurance, admin, etc, for you.

The carers or personal assistants on PrimeCarers are not employed by us. They are self-employed, and we simply provide a platform for them to connect and work with you. Our contract ensures that carers are classed as employed, however you must ensure that you adhere to the 4 core principles of self employment:

  1. Mutuality of obligation indicates employment, as the employer is obligated to provide and pay for work, and the worker is obligated to accept and perform delegated tasks. Self-employed individuals have no guarantee of work and are not obligated to accept offered work.
  2. Right of control is an employment indicator, as the employer can direct how, when, and what tasks an individual performs. Self-employed individuals have more control over the jobs they undertake and their completion deadlines.
  3. Right of substitution is an indicator of self-employment, as self-employed individuals can provide a substitute if unable to perform duties, while employees cannot.
  4. Provision of equipment is an indicator of self-employment, as self-employed individuals are responsible for their own equipment. However, significant equipment is relevant in determining self-employment status, while small items like gloves or wipes are not considered.

It is important to note that this is not legal advice.

The minimum shift length for carers or personal assistants on PrimeCarers is 30 minutes.

There is no minimum contract length for carers or personal assistants on PrimeCarers. You can hire them for as long or as short a period as you need, and part ways when required, so long as you give them their contractual notice of 48hrs for hourly work, or 7 days for live-in work.

If you need to make changes to your care package on PrimeCarers, simply contact your carer or personal assistant directly through the platform to discuss your needs and make any necessary adjustments.

While most people choose to have phone calls and video calls with their carers before beginning work with them, and may have a trial period of a few days to a couple of weeks, we offer you the ability to book in-person interviews. This allows you to get to know the carer better and ensure that they are the right fit for your needs.

If you are not satisfied with your carer or personal assistant on PrimeCarers, please let us know as soon as possible. We will work with you to resolve any issues and find a replacement if necessary.

If you have a dispute with your carer or personal assistant on PrimeCarers, please contact us immediately. We will investigate the matter and work to find a resolution.

How Payments Work for Clients

When you book a carer through PrimeCarers, you pay for their services directly through our secure online platform. We process the payment on the Sunday, after the visits has occurred, which ensures that your payments are safe and secure, and that the carer receives payment promptly.

We will automatically process payments for your carer's services on a weekly basis, at the end of the week, based on the hours worked during the previous week. This means that you don't have to worry about manually processing payments.

If you believe that there has been an error with your payment, please contact our customer support team immediately. We will work with you to resolve any issues and ensure that you are only charged for the correct amount.

If you are experiencing financial difficulties and are struggling to pay for your carer's services, please contact our customer support team as soon as possible. We may be able to offer you flexible payment options or connect you with resources that can help.

If you are not satisfied with the services provided by your carer, please contact us as soon as possible to discuss your concerns. We will do our best to resolve the issue, and if necessary, we can provide you with a refund in accordance with our terms and conditions.

The cost of care depends on a variety of factors, including the type of care required, the duration and frequency of the care, and the qualifications and experience of the carer. Please see our website for more information, or contact us to discuss your specific needs and requirements.

We offer several payment options, including online payments through our platform, direct bank transfers, and other electronic payment methods. Once you have hired a carer, we will provide you with detailed information on how to make a payment, and we are always available to assist you with any questions or concerns.

The pay rate for carers on PrimeCarers is determined by the individual carers themselves. They set their own rates based on their level of experience, qualifications, and the type of care they provide. We believe in fair compensation for the valuable work that carers do and we strive to make sure that our carers are paid competitively. Our platform also allows carers to receive direct payment from clients, ensuring that they receive their wages promptly and efficiently.

Carers on PrimeCarers set their own rates for their services. As a platform, we do not determine their earnings. However, we provide guidance to help them set fair and competitive rates based on industry standards, the cost of living, and the type and level of care they provide.

If you would like to take a carer off-platform, and pay the off platforming fee, you have the right to do so. At PrimeCarers, we understand that finding the perfect carer is important to you and we want to ensure that you have the flexibility to work with them in a way that suits your needs.

However, if you do choose to take a carer off-platform, you are legally required to inform us and pay an off-platforming fee. This fee covers the full cost of finding you the carer and ensures that we can continue to provide our services to other clients.

Failure to comply with this requirement may result in large fines, which will be enforced through the courts. To prevent unauthorized off-platforming, we use a variety of legal methods, including:

  • Test accounts that identify possible circumvention
  • Paying carers to collect evidence about attempted circumvention
  • Employing private investigators when we suspect circumvention
  • Using an increasingly sophisticated set of online tracking and investigation tools

We take off-platforming very seriously and encourage you to contact our support team at [email protected] if you have any questions or concerns. We are here to help you find the best possible care and ensure that your experience with PrimeCarers is a positive one.

No, you do not need to pay Employers’ National Insurance while using PrimeCarers, as all of our carers are self-employed and responsible for their own tax and insurance obligations.

If your carer fails to meet the terms of the service agreement, please contact us immediately to discuss your concerns. We will work with you to address the issue and take appropriate action, which may include terminating the carer's contract if necessary. Our priority is always to ensure that our clients receive the best possible care from our carers.

Client Safety, Privacy, and Terms of Service

We have a rigorous vetting process for all carers on our platform. This includes a thorough background check, reference checks, and an interview process to assess their skills, experience, and suitability for working with vulnerable individuals.

A DBS/Police check is a comprehensive background check that includes information about an individual's criminal record, including any past convictions or cautions. It may also include information about an individual's involvement in any ongoing criminal investigations.

A DBS/Police check is important for carers as it helps to ensure the safety and wellbeing of vulnerable individuals. It provides peace of mind that the carer has been thoroughly vetted and has no history of criminal activity that could pose a risk to their clients.

No, carers will not have access to your personal or contact information as a client. In fact, we don't share any personally identifiable information with anyone, aside from your first name, until you book care on the platform, and then, only directly with your carer. We take privacy and data protection very seriously at PrimeCarers, and all personal information is kept confidential.

Yes, clients can request to contact a carer's references before hiring them. We encourage clients to take advantage of this opportunity to gain more information about the carer's experience and suitability for their specific needs.

No, PrimeCarers is not regulated by the CQC, as we are an introductory service that connects clients with qualified and experienced carers, care workers, and personal assistants. However, we comply with all regulations and standards set by other regulatory bodies such as the Care Inspectorate and the Regulation and Quality Improvement Authority (RQIA) in Northern Ireland to ensure the safety and quality of our services.

If you have any concerns or complaints about the service provided by your carer or PrimeCarers, please contact our customer support team immediately. We will work with you to address your concerns and ensure that any issues are resolved promptly and fairly.

Yes, we ensure carers vicariously via our carer insurance provider. Please see the terms of service in the footer of the website for details.

If you contact and find carers through PrimeCarers, you will be entering into a service agreement with us. This agreement outlines the terms and conditions of the services provided by PrimeCarers, as well as the fees and charges associated with those services. It also includes the obligations of both parties, such as confidentiality and data protection. You can find our terms of service on the PrimeCarers website in the footer.

If you have any questions or concerns, please do not hesitate to reach out to us for further information.

If you choose to hire a carer directly, it is important to note that you will be entering into a separate agreement with that carer. This agreement will outline the terms and conditions of the care services provided by the carer, including the scope of care, the fee schedule, and any additional terms or conditions agreed upon between you and the carer. It is important to clarify and agree on these terms with the carer before commencing the care services. Please note that any written agreement between you and the carer will supersede any terms outlined in our platform's terms of service. For more information on our terms of service, please see the link in the footer of our website.

Funding your Care

There are several ways to fund your care, and it's important to explore all options to find the best fit for your individual needs. One option is to apply for local authority funding or NHS Continuing Healthcare (CHC) funding, as mentioned in our previous answer. Another option is to use your personal savings or income, including any pensions or benefits that you may be entitled to. You may also consider selling assets or part-exchanging your house to release equity, which can be used to pay for your care.

It's important to note that different funding options may have different eligibility criteria, and it's important to seek advice from a financial advisor or local authority to understand which options are available to you. You can find more information about funding your care on the UK government's website, including information on selling your home to pay for care.

Yes, you can use direct payments to pay for your care. Direct payments are a type of financial support provided by your local authority to help you manage your care needs. Direct payments allow you to have greater control and flexibility over your care and support. You can use direct payments to purchase the services of a carer directly from PrimeCarers or from any other care provider of your choice.

To apply for direct payments, you will need to contact your local authority's social services department. They will assess your eligibility for direct payments and help you to create a care and support plan. You can find more information about direct payments and how to apply for them on the government's website:

At PrimeCarers, we accept direct payments as a form of payment for our services. It is common for people to top up them up, as the payment is usually far below the cost of care. Our team can provide you with more information about how to use direct payments to pay for your care.

As a client, you may be eligible to receive benefits to help pay for your care. Some of the benefits that you may be able to claim include Personal Independence Payment (PIP), Disability Living Allowance (DLA), Attendance Allowance, and Carer's Allowance. These benefits can help to cover the costs of care and support that you need.

To find out if you are eligible for benefits, you can use the UK government's Benefits Calculator ( or contact your local authority. Your local authority can also provide information on other sources of funding, such as Direct Payments, which give you more control over how your care is provided.

It's important to note that the benefits you receive may be affected if you move into a care home, so it's important to seek advice before making any decisions.

For more information on benefits that may be available to you, you can visit the UK government's website ( or contact your local Citizens Advice Bureau.

Yes you can, we can take payments directly from the NHS. NHS Continuing Healthcare (NHS CHC) is a package of care that is funded by the NHS and is available to people who have ongoing significant healthcare needs. This funding can cover a range of healthcare services, including personal care, healthcare equipment, and specialist treatments.

To be eligible for NHS CHC funding, you need to have a complex medical condition that requires a lot of care, which cannot be effectively provided by a local authority or community care provider.

If you are eligible, an assessment will be carried out by healthcare professionals to determine the level of care you require. This assessment will take into account your physical and mental health needs, as well as any social and environmental factors that could impact your care. NHS trusts apply the rules very differently from oneanother.

If you are approved for NHS CHC funding, the NHS will cover the cost of your care, including accommodation if necessary.

For more information about NHS CHC funding and how to apply, please visit the NHS website:

Local authority funding, also known as council funding, is a form of financial support provided by your local council to help you pay for your care needs. If you have been assessed as needing care and support, your local council will carry out a financial assessment to determine how much you can afford to pay towards the cost of your care. If your income and savings are below a certain threshold, you may be eligible for financial assistance from your local council to help pay for your care.

The amount of funding you receive from your local council will depend on your individual circumstances, such as your level of need and your financial situation. Local authority funding can be used to pay for a range of care services, including home care, residential care, and day care.

To find out if you are eligible for local authority funding, you will need to contact your local council and request a needs assessment. Your local council will then carry out a financial assessment to determine whether you are eligible for funding. If you are eligible, your local council will create a care plan and arrange for the necessary support to be provided.

For more information about local authority funding, you can visit the website of the UK government's Care and Support Guide at or contact your local council's adult social care department.

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How PrimeCarers Works for Carers

As a carer with PrimeCarers, you can expect to receive payment for your services on a weekly basis. You will need to submit your timesheets through the platform, and payments are usually processed within seven days. It is important to ensure that your timesheets are accurate and up-to-date to avoid any delays in receiving payment. If you have any concerns or questions about the payment process, our support team is always available to assist you.

As a carer on PrimeCarers, you can expect to receive payment on a weekly basis for the services you provide. Typically, payment is made within seven days of submitting your timesheets through the platform. It's important to keep accurate records of your hours worked and ensure that your timesheets are submitted in a timely manner to avoid any delays in payment. If you have any questions or concerns about payment, you can reach out to PrimeCarers' support team for assistance.

Holiday and Sickness for Clients

When your PrimeCarers carer needs to take time off, it's important to have a backup plan in place to ensure that your care needs are still met. The first step is to communicate with your carer and find out the reason for their absence and how long they expect to be away. Once you have this information, you can work with PrimeCarers to arrange for a substitute carer to provide the care you need.

The substitute carer should be briefed on your care plan and any specific requirements you may have. It's important to ensure that your substitute carer is trained and experienced to provide the level of care you require. PrimeCarers allows their carers to subcontract, so long as the visits are still booked and paid via PrimeCarers, and the client agrees. Therefore, if your regular carer is unable to attend, it's possible that a substitute carer may be provided by your regular carer's subcontractor.

You should also discuss any changes or adjustments that need to be made to your care plan during the absence of your regular carer. In some cases, you may have the option to reschedule non-urgent appointments or activities until your regular carer returns. However, if you have urgent or essential care needs, it's important to ensure that you have a backup plan in place to ensure your safety and well-being.

By having a plan in place for when your carer needs to take time off, you can have peace of mind and continue to receive the care you need, whether it's from a substitute carer provided by PrimeCarers or a subcontractor.

We understand that unexpected situations can arise, including sickness or other last-minute issues, which may prevent your carer(s) from attending your care as scheduled. If your carer(s) need to take time off, we will make every effort to find a suitable replacement who meets your care needs and preferences. We have a pool of qualified and trained caregivers who are ready to provide care in such situations.

If your carer is unable to attend, they may be able to arrange for a friend to cover your care. They are also allowed to subcontract, so long as the visits are still booked and paid via PrimeCarers and you agree to the substitute carer. Additionally, it's a good idea to talk to other carers on the platform so that you know them and can quickly reach out to them in the event of a last-minute requirement.

We understand that you may be concerned about disruptions to your loved one's care. However, please be assured that we take your care needs seriously and will work to minimize any disruptions to your care. The massive savings that come with hiring a caregiver through PrimeCarers far outweigh the infrequent and short-term inconvenience of having to find last-minute cover.

In the event that we are unable to provide a replacement caregiver, we will work with you to find an alternative solution that ensures your care needs are met. This may involve rescheduling your care for a different time or day, or arranging for a family member or friend to assist you. If you have any concerns or questions about your care, please do not hesitate to contact us.