One Trusted Family

Proud NOT to be a typical care agency

  • Personalised, flexible care at home,
  • By people you can trust,
  • At a price that’s right for you
  • Call us on 01285-407-121 to find out more
  • Email us:
  • Follow us:

Our Services

care home agency

What we do

01

Why the name ‘One Trusted Family’?

In days gone by it was commonplace to have several generations living together under one roof with everyone looking out for each other These multi-generational households ensured that the elderly were cared for and were never lonely. Unfortunately in today’s world, this is not always practical. ONE TRUSTED FAMILY aims to recreate the special trusted relationship that existed within families. Whereas traditional home care agencies teach their staff NOT to get too attached to a client – here at ONE TRUSTED FAMILY, we do the exact opposite. Our carers are actively encouraged to build that special trusted relationship with you, as if they were a member of your family.

02

How are we different from traditional home care agencies?

We have created a fuss free system that reduces home care costs for the family and remunerates carers more fairly. By directly connecting families and carers, we are cutting out the traditional home care agency in the middle This enables both parties to coordinate what type of care is needed and when This also has the benefit of making care more affordable for the families and making care costs more transparent At ONE TRUSTED FAMILY there are no hidden or surprise costs. There are no unexpected quarterly ‘admin fees’ to be paid, no extra mileage and travel time to be paid. You simply pay for the care you receive. By cutting out the traditional agency, it also means our carers get paid a better rate for their amazing work – it’s a WIN WIN!!

With ONE TRUSTED FAMILY you get
  • Choice
  • Control
  • Lower costs
  • Consistency
  • Quality
  • Support
ONE TRUSTED FAMILY Traditional home care agency

Simple pricing

Our pricing is simple and transparent – we have no joining fees, no admin fees, no charging additional mileage and travel time, no weekend rates, no rounding up to the nearest half hour (or hour!). You pay for the care you receive and that’s it.

(Hourly / Daily / Weekly rates available, please enquire.)

A traditional care agency will typically charge some sort of joining fee and often an ongoing annual / quarterly admin fee, and you will certainly be charged for the carers travelling time and mileage. On top of that, the raw care costs will often be rounded up to the nearest half hour to make their accounting easier (why do they never round down?!)

Transparent Pricing

We don’t pigeon hole our carers into only delivering one type of care on any particular care visit. It is more than likely that your loved one will need a mixture of companionship, some domestic support and some personal care at any one visit. Our carers do it all, as they would do if looking after a family member.

Please call to discuss your particular requirements.

Payment

Our payment system is cashless and immediate. The cost of a care session will be taken directly out of your account within 24 hours of a care session ending and an e- receipt will be sent to you together with a brief summary of the care session written by your carer.

Traditional agencies will normally send you monthly invoices which makes it harder to keep track of what care was given and when. It also means you have to remember to pay!

Choice

You can choose from a range of carer profiles that match your needs and preferences.

You are unlikely to have any choice who cares for you.

Consistency

You have a direct relationship with your carers and can look forward to seeing the same friendly faces every visit. This allows friendships to form and routines to be learnt. This is especially important for someone with dementia.

Different carers work different days meaning it is quite normal to see new carers on a frequent basis. Where rewards are low, staff turnover is high.

Motivated

Carers are the backbone of society and the work that they do should be rewarded appropriately. ONE TRUSTED FAMILY carers will take home what you pay them (less a small commission). This will mean that they are being paid roughly double what a traditional care agency would pay them.

Agency carers typically receive less than 40% of what you pay, this means carers are usually paid £7.50- £8.50 per hour.

Simple pricing

ONE TRUSTED FAMILY
Our pricing is simple and transparent – we have no joining fees, no admin fees, no charging additional mileage and travel time, no weekend rates, no rounding up to the nearest half hour (or hour!). You pay for the care you receive and that’s it.

(However, we do ask you to pay for a minimum of one hour (£25) per visit.)

Traditional care:
A traditional care agency will typically charge some sort of joining fee and often an ongoing annual / quarterly admin fee, and you will certainly be charged for the carers travelling time and mileage. On top of that, the raw care costs will often be rounded up to the nearest half hour to make their accounting easier (why do they never round down?!)

One price

ONE TRUSTED FAMILY
Care costs are the same regardless of the type of care needed (£25ph). The reason for this is that we don’t want to pigeon hole our carers into only delivering one type of care on any particular care visit. It is more than likely that your loved one will need a mixture of companionship, some domestic support and some personal care at any one visit. Our carers do it all, as they would do if looking after a family member.

(The only exception to this is with overnight care which will be a fixed fee agreed in advance.)

Traditional care:
Clients need to specify what type of care is needed at booking and this will affect the pricing. Care costs also vary according to the time of day the care is needed and the day of the week.

Payment

ONE TRUSTED FAMILY
Our payment system is cashless and immediate. The cost of a care session will be taken directly out of your account within 24 hours of a care session ending and an e- receipt will be sent to you together with a brief summary of the care session written by your carer.

Traditional care:
Traditional agencies will normally send you monthly invoices which makes it harder to keep track of what care was given and when. It also means you have to remember to pay!

Choice

ONE TRUSTED FAMILY
You can choose from a range of carer profiles that match your needs and preferences.

Traditional care:
You are unlikely to have any choice who cares for you.

Consistency

ONE TRUSTED FAMILY
You have a direct relationship with your carers and can look forward to seeing the same friendly faces every visit. This allows friendships to form and routines to be learnt. This is especially important for someone with dementia.

Traditional care:
Different carers work different days meaning it is quite normal to see new carers on a frequent basis. Where rewards are low, staff turnover is high.

Motivated

ONE TRUSTED FAMILY
Carers are the backbone of society and the work that they do should be rewarded appropriately. ONE TRUSTED FAMILY carers will take home what you pay them (less a small commission). This will mean that they are being paid roughly double what a traditional care agency would pay them.

Traditional care:
Agency carers typically receive less than 40% of what you pay, this means carers are usually paid £7.50- £8.50 per hour.

 

How it works

01

Talk to us

Tell us what you need help with – this could be a range of things, or something very specific, and tell us anything else that is important to you. Once we have an idea of what help is needed, we can start matching you with appropriate carers in your area. If this is your first time booking with us, we will give you a quick call beforehand to answer a couple of registration questions.

02

Decision time

Have a look through the shortlist of trusted carers that we have sent you, and choose one of them based on their experience, and their personal profile.

03

Become familiar

Make the words on the carers summary come alive by giving them a ring, or meeting in person. We encourage families to do this if they are new to us and need some reassuring or simply want to discuss anything directly with the carer.

04

Make a booking

Book your visit online by telling us who needs care, at what address, and for roughly how long (don’t worry, your best guess is good enough – you will only be charged for the care received subject to a one hour minimum). If this is your first time using us, we will call you to secure the booking and we will take credit card details over the phone. The process really is that simple, but if you have any further questions take a look at our FAQ section, alternatively give us a call.

 

Our Services

Everyone’s care needs are different, and we cover them all either on an ad hoc basis, or on an on-going basis: this means day care; night care; live in care; and respite care.

Whatever help, care or moral support we can give, we will – no matter how big or how small. Our aim is to make your life easier and more enjoyable. Below are some of the common things we get asked to help with. If you need help with something not on this list – give us a call.

Companionship

Doing activities in the house with you, joining in with your hobbies, going for walks together, just chatting

General housekeeping

Doing the laundry, making sure the house is clean and tidy, taking the bins out etc

Gardening and maintenance

Doing ad hoc DIY around the house; keeping on top of the garden

Personal care and hygiene

Helping with bathing, getting dressed as well as continence care, and personal hygiene

Daily routine

Help getting up in the morning and going to bed at night, remembering to take medication, looking after a pet etc

Meal preparation and shopping

Check expiry on foods, weekly meal planning, prepare shopping lists, help with food shopping (in store or online), packing/unpacking food delivery, meal preparation for one or for a gathering

Dementia

The side effects of dementia will vary depending on the type of dementia and how advanced it is. We have carers who are experienced in all types of dementia.

Transportation and errands

Keep a sense of independence outside the home visiting friends and family further afield; help with appointments; visit the shops, post office, chemist etc

Communication

Help staying in touch, especially where technology is involved

Staying active

Help keep the body moving and agile where possible

If there is anything else you need help with which we haven’t covered here – do get in touch

 

Who are our Carers?

01

Like Family

At ONE TRUSTED FAMILY, we only accept carers who we would be happy to look after our own family.

Our carers are local to you and will go through a rigorous selection process to whittle down the very best of the best. As well as being DBS checked and having appropriate experience and qualifications, we will check their references, look them up on social media, and bombard them with a myriad of care related questions. If they have got through all of that, they will need to pass our ‘could I be stuck in a lift with you?’ interview!

02

Characteristics of a Family

To be part of the ONE TRUSTED FAMILY, all our carers need to be:

  • Kind, Caring, and Compassionate
  • Reliable
  • Have a positive attitude
  • Respectful of peoples needs and emotions
  • Trustworthy

If any of this is missing, or we have reservations about a carers suitability we will not take them on. We would rather be a small business with an emphasis on quality, than a large one where we didn’t feel so connected to our carers.

If you are unsure of which carer to use, or you are new to the care matching platform, please feel free to contact any chosen carer to set your mind at ease. All our carers are happy for you to email them, ring them for a chat, or meet in person.

If you are a carer who may be interested in joining us, have a look at our Carer FAQ section for more info.

join our team of carers

 

How much does it cost?

01

Lets talk about money

We do not ask you to sign up to any long term contracts, nor do you have to book a set amount of care hours per week. Whatever your care needs, and whenever you need it – we will provide that care. Please call to discuss your particular requirements.

02

Fairer payment

By connecting carers directly with clients (without agency middlemen), we ensure that carers keep the majority of what you pay them and this leads to a more transparent, consistent and better quality service whilst also improving the livelihood of the carers themselves.

03

Easy pay

All payments are made using our secure online cashless payment system which will automatically pay the carers after a job has finished. For hourly rated visits, you will pay for EXACTLY the amount of care received – no rounding up to the nearest half hour, and you will receive an e-receipt together with a short description from the carer outlining how the session went. Please call for extended care rates.

04

Insurance

We provide comprehensive public liability insurance with £5m coverage for all our carers.

 

Our Location

We are currently active in the Gloucestershire / Wiltshire region but are always expanding, so do get in touch to see if we have someone to help in your area. Fill in the form below, or email us on info@onetrusted.family, or better still call us on 01285 407 121

How are you enquiring?


 

FAQ

01 Client FAQ

In a nut shell, we have done away with the bulky agency sitting between you and the carer. This means a more personalised, fuss free system that directly links you to the carers. ONE TRUSTED FAMILY gives you:

  • a choice of carers;
  • control over when and for how long the carer visits
  • consistency of which carers visit you;
  • top quality care because we are so particular which carers we allow to join our FAMILY;
  • simple and transparent billing;
  • greater level of support on the administrative side of care, such as being kept informed if the worker was running late and being able to contact the care provider easily.
  • Any problems or queries, our lines are open 24/7.

For short term ad hoc care sessions, we will try and accommodate small changes in times and days if you give us 36 hours notice. However all cancellations or amendments are at our discretion.

For regular ongoing care sessions, you have much greater flexibility because you will have already built up a relationship with your carer.

We are a young company and want to grow at a steady and sustainable pace so that we never lose the ‘personality’ of the business. It is important to us that we have a great relationship with all our carers, and all the families that use us.

Having said that, we know a lot of people in the industry and may be able to offer advice on finding suitable care in your area.

Our carers will be paid the vast majority of what is being charged to you less a small administrative commission in recognition of the services we provide to them (introduction, insurance, promotion and payment services). This still means that our carers are better paid than those in a traditional home care agency (where the agency deducts c.40%). Our carers are all self-employed and as such set their own schedule of work.

Our online payment system is secure, easy and transparent to use. No cash is exchanged after a care session When you register with us, you will give us a debit or credit card number and this pre authorises us to deduct the amounts owing to the carer after every short term/ ad hoc care session.

When the carer arrives, a digital timer is started and this is stopped by the carer once the care session has finished. For hourly rated visits, the amount to be paid will reflect the exact amount of time the carer was with you – no rounding up to the nearest hour. Once a session has finished, you will receive an automatic e-receipt of the amount to be debited together with a short note about how the session went. Please call for extended care rates.

The carer will be paid within 12 hours of a session finishing.

We understand that this cannot always be exact but we ask you to use a best guess. For convenience you may wish to book several hours in advance and then separately arrange the precise times with your chosen carer. You can book care for as little as one hour.

All our carers are insured for the services they carry out for you. Insurance includes public liability insurance with a £5m coverage underwritten by a leading insurance underwriter. Where a carer will be needing to transport you in their car, we insist that they are fully insured to protect you if anything happens. Safety and security of you and of our carers is of utmost importance to us – we are FAMILY!

Our terms and conditions do not allow you to pay the carers directly as this would invalidate the insurance cover and jeopardise the carers ability to work with us further. Our online payment system is simple and easy to use but should you have any problems using it, do get in touch.

We pride ourselves on consistency and continuity of care, but very occasionally, your chosen carer will be unable to attend your session due to an unforeseen circumstance like illness. We will always give you as much notice as possible if this happens and ring you to discuss any alternative carers that have been found. Likewise we will always keep you in the loop if your carer happens to be running late for whatever reason.

If you are not happy with our services then we need to know! In the first instance we would encourage you to be open and honest with your carer and tell them how we could do things better. This will always be fed back to us in head office. However, you may prefer to contact us directly – in which case please feel free to ring, or email us and we will do our best to sort things out.

All our carers understand and have agreed to comply with the ONE TRUSTED FAMILY Code of Conduct. This code is modelled on the Code of Conduct for Healthcare and Adult Social Care workers in England. The code is designed to give you the confidence that you will be treated with dignity, respect and compassion at all times. We treat allegations of breaches of that code very seriously.

We are classed as an introductory service because we do not direct or manage care – we merely facilitate the care. As such, we are not required to be registered with the independent regulator the Care Quality Commission.

02 Carer FAQ

Clients pay up to £25 for short (hourly rated) care and you will receive 80% of this (rates are however flexible, depending on type and duration of care). Typically a carer working 40 hours a week, can earn circa £38,000 (assuming 4 weeks holiday per year).

No, you do not need to be self-employed before you start your first job, however you will need to register as self-employed by the end of the tax year in April. Further information can be found here www.gov.uk/working-for-yourself

Once you become a carer with us, you will need to create an account on our website. Payment will be made directly into your bank account within 12 hours of a care session finishing. It is very important for you to start and stop the digital timer which records exactly how long the care session lasted.

If you do have any further questions regarding payments then please get in touch.

Get in touch with us via the website or give us a call. After getting to know each other in an interview, we can then work with you to create an online profile. Once your DBS application is complete we can start matching you up with care requests in your locality. Jobs will come to you through our online portal

If you have any questions or queries, then please email us at info@onetrusted.family and we will respond to your enquiry ASAP (and certainly within 24 hours). Alternatively give us a call on 01285-407-121.

Care work will be texted / emailed to you. You have full control of the jobs you accept, so we will only ever add in bookings that you have agreed and accepted.

You should always ensure that you check exactly where your customer lives before leaving, as it is most important that you are not late for any booking to ensure that you arrive in plenty of time. However, we understand that sometimes things happen which are beyond your control. In these instances, if you are going to be late, please contact the customer or family member directly. If you know that you cannot make an appointment at all, it is extremely important to contact us immediately so we have time to find a replacement for you.

If you are going away on holiday, or you need to take some time off you need to let the person you care for on a regular basis know this. You must also inform us so we can arrange alternative cover for you.

If you are not comfortable with a client, you need to let us know so that we can try and resolve any issues going forwards. However, it is worth remembering that you have complete flexibility which care request jobs you put yourself forward for.

As you are self-employed and an independent carer we require that you have public liability insurance. We also have public liability insurance cover with a £5m coverage underwritten by a leading insurance underwriter. You will also need access to your own car, and be prepared to have business insurance as part of your motor vehicle policy (if you will be driving the clients).

 

About Us

Father and daughter team, Jonathan Walsh and Rebecca Mackenzie Hill, saw first hand the juggling that was needed to care for both sets of Rebecca’s grandparents. After Jonathan’s mother had a fall and broke her hip, her health and confidence deteriorated steadily. As a family living remotely in the countryside, we were all involved in popping in to check on her daily. This worked well for a time, but as her eyesight went and she became ever more house bound we realised that she needed more care and companionship than we were able to give her. In looking for a carer, we were looking for someone to essentially be ‘us’ – someone to step into the shoes of her family and develop that special bond that exists within families. We didn’t want someone who saw my grandmother as a ‘service user’ (a term widely used in the care industry). We couldn’t find that person and certainly not at a price that we could afford, and so ONE TRUSTED FAMILY was born.

Jonathan Walsh
Jonathan Walsh

Jonathan worked most recently as chairman of Dorset HealthCare University NHS Foundation Trust, and previous to that as non-exec and vice chair of Dorset Primary Care Trust. In the private sector he worked as managing director of Alliance Medical Ltd which specialised in mobile diagnostics.

Rebecca Mackenzie Hill
Rebecca Mackenzie Hill

Rebecca qualified as a lawyer with Norton Rose in London, before moving to Vancouver to work for a corporate law firm helping start ups to grow. With that experience, she came back to London to work as a corporate commercial lawyer specialising in environmental start ups. In 2010 she left the world of law to start a family and have 3 children.