You’re an individual You deserve to be treated like one Mayfair Care Services Limited  Mayfair House  9 Meppel Avenue  Canvey Island  Essex  SS8 9RZ Tel No.:  01268-696055  Fax No.:  01268-694724  E-Mail: info@mayfaircare.co.uk Frequently asked questions What are your office hours? Our office hours are Monday to Friday 9am - 5pm.  We also have an on-call phone service for urgent or emergency calls which is staffed 7 days a week from 7am - 11pm for home care issues and 24/7 for night care and live-in care issues.  To use the on-call phone service you only have to dial the normal main office telephone number (01268-696055). What is the dress code of your Home Carers? Our Home Carers wear a uniform consisting of a tunic with our logo, black trousers and identification badge with a photograph so that they are easily identifiable to you.  They also wear disposable gloves and aprons as appropriate when preparing food or delivering personal care. Is Mayfair registered with the appropriate bodies? Yes. Mayfair Care Services is registered with and regulated by the Care Quality Commission (CQC) and is a member of the UK Home Care Association (UKHCA). We are approved providers of Home Care and live-in care to Essex Social Services and the local NHS Primary Care Trusts (PCTs) (SEPT) How can I be assured that the appropriate level of care will be given? Mayfair Care Services has a team of experienced care planners who will arrange to meet with you to complete an initial needs assessment and to provide a written quotation for the care that you require.  If you wish to proceed, we will complete a comprehensive support plan before the placement of carers. Once our service has commenced, we will review the support plan at regular intervals according to your changing needs.  We positively welcome all feedback. How quickly can you implement a package of care? Ordinarily the needs assessment, support plan and risk assessment will be completed before the package is implemented.  However, emergency support is often required and our experienced carers can often be placed within hours of your first call.  In these instances, needs assessments will be undertaken within 48 hours of the first placement. Can my family be involved when planning my care? We actively support the involvement of family, friends and advocates when planning your care/support needs.  This helps us build a better understanding of your needs. How can I be assured of the quality of Mayfair Care Service? Mayfair Care Services is regulated by the Care Quality Commission. We undertake routine quality assurance and adjust our service to incorporate our clients’ feedback. How will my relative be safeguarded? Mayfair Care Services has strict pre-employment standards with enhanced Criminal Record Bureau police checks and two professional references, one being from a previous employer, having to be received before work can start. We also undertake regular supervision including spot inspections. Our managers and senior carer team monitors service delivery and regularly seek the feedback of clients. How can I pay my invoice? You can pay your invoice in three ways: Card Payment: Card payments can be taken over the telephone or in person at the main office. Internet Banking To take advantage of this service you will need our bank account number and sort code which we will happily provide on request. Please allow up to 4 working days for Internet banking payments to be processed. Please include the invoice number or client name in the reference. Cheque Please make your cheque payable to Mayfair Care Services Ltd and send your cheque together with a copy of the remittance advice (or write the invoice number on the back of the cheque). Please allow up to 5 working days for cheque to be received and processed. This may take longer if you use 2nd class post. If you have any questions regarding your invoice, these can be directed to info@mayfaircare.co.uk.  Alternatively, you can contact the Accounts Department directly on 01268 696055.