Complete Care Services (Preston) Ltd
Preston Office:01772 726082
Burnley and Pendle:01282 447710
Rossendale Office:01706 830411
Complete Care Services > what-happens-next.html


This page tells you what to expect once you have contacted Complete Care Services either independently or via Lancashire County Council. The Initial Contact and needs assessment follow a slightly different process dependant on who is funding your home care. Please select the appropriate link.

The following steps set out our delivery process:

For Self Funding Customers: Funded by other Means (LCC, PCT etc):
the Need
the Need

The following steps are followed for all our customers; regardless of funding option.

the Risk
your Needs
of Services


Self Funding Customers:

Initial Contact:

As a self funding customer you may have found our home care services using the Internet, in the phone book, or from a recommendation from a friend. The initial contact is normally over the phone, you may ask us if we can accommodate the times you want and want more information about what we do. We would arrange for a senior member of the team to come and see you to discuss what kind of service you would like and what you expect form it.

The person who visits you will also bring a Service User Guide for you; this contains a detailed description about the home care service we provide and Complete Care Service’s values and beliefs. If you decide that you want Complete Care Services to provide your care package we will then move onto the next step of the process, Needs Assessment.

Assessing the Need:

Although at this stage we may have some idea about your needs and wishes, it is not enough to provide you with a personalised, high quality care service. A senior member of the team will arrange to come and see you again to complete a needs assessment. The Needs Assessment helps to clarify your needs and enables us to ensure you receive the best service possible.

The senior staff that conduct these have had relevant training and will be sensitive to your needs. The Needs Assessment should take place before the home care service commences, however, if this is not possible it will be completed within three days.

Funded by other Means (LCC, PCT etc):

Jane and Mary Case Study

Edith's story, told by her daughter

I needed to arrange a care package for my mum; I live on the south coast of England, many miles from my mum, in Lancashire. I found CCS on the internet and arranged for them to visit me and mum on a Saturday when I could go up and visit. They were very helpful and arranged that I was invoiced for the care, so that it was one last thing for mum to worry about. Click for the full story.


Initial Referral:

When we are first presented with your care package we are told how many hours you would like and what times you prefer, we then state whether or not we can provide the home care service and at what times. If we are selected to provide your care  package we are then given further information such as your name and address. We are also provided with a basic care plan that has been developed by yourself and a social worker as well as a brief history including any health conditions.


Assessing the Need:


We often find that the inital information given to us by social services is not sufficient to enable us to provide you with a personalised home care service. Therefore a senior member of our team will arrange to come and see you and complete a Needs Assessment. The Needs Assessment helps to clarify your needs and enables us to ensure you receive the best service possible.

The senior staff that conduct these have had relevant training and will be sensitive to your needs. The Needs Assessment should take place before the service commences, however, if this is not possible it will be completed within three days.

The following process is followed for all our customers, regardless of funding option.

Assessing the Risk:

If you have decided to have your care package provided in your own home, you will know that it carries some risks. The support workers is unlikely to be with you at all times so there will not be the same level of support as you would receive, for example in a nursing home. On the other hand you retain your independence and may find that on balance, a measure of risk is worthwhile.

Nevertheless, we want to be sure that everybody concerned understands the risks and has thought about them responsibly and that the risks to be taken are not irresponsible or unnecessary. So, with you we carry out several risk assessments, weighing up the risk to be taken and the advantages, if it seems appropriate we might make suggestions as to how unnecessary risks can be minimised in your care package. 

Support Plan:

A support plan differs from the ‘original’ care plan, as they are less rigid and open to change pending your needs on that particular day. A support plan is based around goals that you want to achieve, and the carers will help you to achieve these. The support plan is split into four sections, each goal coming under one of the following headings:

  • Emotional
  • Physical
  • Health
  • Social

Please click on this link to see a complete Support Plan to give you an idea of how they can work.

Support Plans have a huge advantage on care plans as they are more person centred and enable you to live your life to the full. They can be changed easily once you have achieved a goal or if you want to set a new one. 

Goals do not have to be major tasks, it could be for example, that you would like to be able to do something you took for granted before your illness, such as making a warm drink, your team of carers would support you to achieve this, by contacting a physiotherapist to get some exercises you could do to improve your mobility, they could also contact an Occupational Therapist to get you any aids you may need, or they would help you find ways to contact them so that you could do it yourself.

Though the process sounds long winded, it is actually quite simple and the results can be life changing.

Reviewing You Needs:

Over time your needs may change, you may require more or less support. As a rule we review all aspects of your service every six months; however, this is not set in stone and if your needs change before your review, we will arrange for a senior member of staff to complete your review and begin the process of re-shaping your care package service so that it suits you!

Payment of Services:

Private Customers:

Once we are clear about the service that is to be provided, we will develop a personalised contract. The contract contains a description of the service you want, Complete Care Service’s Terms and Conditions and details of payment.

You will usually be issued with an invoice every 4 weeks this should be paid within 14 days: we accept the following forms of payment:

  • Cheque
  • Cash
  • Standing order
  • Internet Bank Transfer

Payment by other Means:

An invoice will be issued to the agreed funding body every 4 weeks; this usually happens without you needing to be involved in the process. If you have an individual budget payment will be via your agreed means. See Individual Budgets for more information.

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Domiciliary Care Lancashire ~ Homecare Services ~ HomeCare Lancashire ~ Self Directed Support ~ Individual Budgets ~ Home Help
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