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Our home care process explained

For many, getting older means some things we used to do every day for ourselves can become challenging. From personal care to specialist palliative care, Solihull Home Care is here to help. We understand it can be overwhelming when you first consider home care services. To make things easier, we've broken the process down. Alternatively, you can get in touch directly —whichever suits you best.

Where to start

The first thing to do is give us a call. Our employees are knowledgeable and will be able to offer support and advice over the phone. They will book a time and date that suits you to come out and visit you in your home to talk about your needs.

During your home visit, the assessor will want to get to know you as an individual and will start by talking to you about your life history. They will encourage you to tell them your preferences, likes and dislikes and will discuss available options with you. We encourage you to have the significant individuals in your life, whether friends or family be present and involved in this process so that we get a complete perspective and so that you feel comfortable and supported.

The next step is, in partnership with you and any significant individuals you want involved, put together a written support plan which lays out what type of support you want and how you would like it to be provided. We decide on a start date as well as the type of person you would feel most comfortable having in your home to support you and all relevant paperwork is completed.

Care commences

On the first day of your care package, the assessor who came out to your home in the first instance will come along and introduce your care worker to you. By doing this you do not have a stranger turn up at your door.

They will give access to you (and any permitted family members) to your digital support file. This includes:

  • A copy of your support plan

  • A copy of our statement of purpose

  • A copy of our service user guide

Your digital support file has everything you need to know about receiving support from Solihull Home Care, including how and to whom you can complain if you feel we are not meeting the expected standard in line with the Care Quality Commission. Lastly, your file will include log sheets for your care worker to record all relevant information pertaining to each call. This is left in your home because you have a right to read what has been written.

After introductions, the assessor will leave. From there, you and the Solihull Home Care worker can continue to get to know each other while they support you in line with what has been agreed by you and recorded in your plan.


Solihull Home Care workers will be fully briefed before meeting you for the first time. Beyond this, they will have read and understood your support plan. This eliminates you having to use up any of your allocated time explaining to someone what you want and how you like things done. We recognise the importance of continuity. With that, you will have an allocated key worker with 1 or 2 additional care workers to cover sickness and holidays.

A smiling grey-haired man receiving a meal on a tray from a younger woman
Ensuring you remain happy with us

Once your care package is up and running, our friendly office staff will keep in regular contact to get feedback from you. Depending on what is agreed in your plan or as your needs change, the assessor will visit you again in 3, 6, or 12 months' time. At this time, they will review your requirements and make any changes you choose.


To ensure our care staff provide only the very best quality service, we regularly do spot checks where a supervisor will come along with your care worker. This allows us to check and ensure they are providing the high-quality service you have come to expect from Solihull Home Care.

Home care designed around you

Day or night, Solihull Home Care is here to assist you. Our support plans are personalised to meet your needs and preferences — making sure you receive the home care you need, just the way you like it. Would you like to learn more about our home care services? Perhaps, you're interested in our care quality assurance and the many ways we maintain our high standards?

Call us on 0121 744 5328 or email

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