Help and FAQ
Using the site
On each profile there is a ‘request consultation’ button which will notify the carer that you would like a no obligation discussion about your requirements. The carer will then message you back. We recommend that you contact up to 6 carers for a discussion as some of them may not have enough available capacity to help you.
You can put as much or as little information about the needs of the patient in the form as you wish – the information is only shared with the carers you book visits with.
Once you have decided which carer you think you would like to work with, use the PrimeCarers website to book your free introductory visit. This helps you and the carer decide if you are right for each other.
We ask the carers to provide reports on visits so you know what’s been achieved. Review your report with your family and decide if you want to continue with the carer. You can also provide feedback.
Once you have agreed what care you need book your future visits through the PrimeCarers website.
Independent carers are invested in their relationship with you. With you as their client, carers work their hardest to make sure you’re happy with the care you’re receiving.
It’s fairer - You pay the hourly rate stated by the carer and they receive more of the money you pay (some care agencies take almost 60% of the hourly fee they charge to their clients). Because we have much lower overheads we only take a small commission fee from the carer, so the price you see is the price you pay.
It’s professional - We find the best carers in your area, check their qualifications and run a DBS (Disclosure & Baring Service) check to make sure that they are safe to care for vulnerable people. We then interview them and insure them.
It’s easy – The PrimeCarers platform handles the rest; scheduling, contracting and payments, and insurance. PrimeCarers also provides chat, reporting and care planning facilities so you can easily communicate with your carers and your wider family or even your GP.
To book your first and ongoing visits, you will need to log in to your account and select ‘book visit’. You will be directed to a form to fill out and book the visit. Your visit will need to be accepted by the carer.
If a carer does not accept the visit, this will mean that our safeguarding and insurance process will not be activated for both parties. Therefore we recommend ensuring visits are booked and accepted through primecarers.co.uk.
Having a valid credit or debit card helps us to ensure the safety of our carers. You are assured that we have confirmed our carers identity, and so we make sure that we only send carers for an initial visit to a property when we are able to trace who made the booking.
We think it’s fairer that way.
- Booking a carer through the site means that your carer and visit is insured. Only carers labelled Home Assistants are not insured. If you needed to claim for a visit that was not booked through the PrimeCarers website then our insurance policy would not review your claim.
- In the event of a complaint PrimeCarers would not investigate or mediate.
- Should you want a refund PrimeCarers would not be able to refund your money.
Using the PrimeCarers website for booking makes sense – it keeps you and your carer safe, it helps your carers track their visits and earnings and also helps them to keep your care plan and visit log up to date.
After logging in, you will find a calendar icon on your homepage. On the calendar are your various visits. Each visit could potentially have a coloured status being green, amber and red.
Each colour on the calendar indicates the following;
- Green: accepted and confirmed by the carer.
- Amber: Unaccepted and needs to be confirmed by the carer.
- Red: Cancelled. Either you or the carer has cancelled the visit.
Carers are required to accept all visits prior to attending them.
You pay the hourly rate set by the carer and do not pay any extra for using the PrimeCarers website. To pay for our services, we take a small percentage of the hourly rate on an ongoing basis. Because PrimeCarers offers an online platform that makes managing, communicating, booking and paying for care easier and more efficient, we take a much smaller fee than traditional agencies who can take up to 60% of a carers hourly rate.
We have chosen Stripe as our secure, encrypted, PCI compliant and easy to use payment solution. All payments are handled through Stripe on the PrimeCarers platform and can be made using a Debit or Credit Card. Stripe will process your personal financial data through their secure and encrypted service. PrimeCarers does not see this sensitive data. Payment goes directly to the carers, minus PrimeCarers commission.
This means that you can talk to them about what they do, the service they provide and even pricing. When issues arise, you must speak with them first to sort it out. PrimeCarers can offer support in the events that cannot be solved directly. As a client you are not an employer, you do not need to pay taxes or ensure that they do, this is entirely the carers responsibility.
However, if you cancel prior to that, there will be no charge. Simply contact your carer to make the cancellation.
We have an online application and we screen for the right qualifications and experience. We interview for the most important factor - would we want this carer caring for us or our loved ones?
Only carers labelled Home Assistants are not insured.
- Search with the postcode for a new carer.
- Request a new carer of your choice.
- Message this carer to find out if they are available and willing to work with you.
- Notify your current carer through messaging that you no longer require their services.
- Cancel any visits with your current carer.
- You may want to leave feedback for the carer.
- Book in new visits with your new carer of choice.