Frequently Asked Questions (FAQs) – Service users & their families
Have your staff had the COVID-19 vaccination?
All of our staff are double vaccinated and have weekly COVID-19 PCR tests.
What is PPE?
PPE stands for Personal Protective Equipment. Our PPE includes gloves, aprons, face masks, shoe protectors.
As a result of the current situation we are also asking carers to bring their own towel, soap and antibacterial wipes/sprays for door handle.
Do I need to provide PPE?
No, we provide all required PPE equipment.
Will my calls be cancelled?
No, all calls are continuing as normal. You would be contacted directly if there was a need to cancel, rearrange or adapt a call. This is our usual process. Remember that we allow a 15-minute window to all calls before a member of staff would contact you.
What if my carer needs to self-isolate?
We have a number of carers, and we would send a different carer to do your call.
Can Helping Hand do shopping calls?
Yes – if existing customers require extra calls for shopping, we can discuss this and accommodate where possible. Service Users and families need to understand that we can only purchase what is available, so it may not be an exact brand that was requested – but we will do our best.
Can I still contact the office for queries and payments?
A member of the office staff will always be available during our office hours (10am – 4pm).
For out of office hours (7-10am and 4-9pm), please contact the on-call phone: 07866 674221.
Please note that payments will only be taken during office hours.
For further guidance about the coronavirus, please visit the NHS website.