Frequently Asked Questions

How can I be sure that my care assistant will stay the full period of the care visit and carry out all the tasks?2020-07-16T11:23:31+00:00

Clemente Care has a clocking in and out system for all the team on an app. The team member is not able to clock in until they arrive at your premises and it will record as real time.

The admin team will receive a message through the system if a team member is late or leaves early.  If there is an occasion this happens the management team will address the team member and find out why they did not complete their visit as required.

All of our team are required to document their visits via our care planning system, detailing the tasks that they have carried out.

These records are checked by the management team. You and your family members can request to have access to these records should you wish to.

How do I arrange a care service with Clemente Care?2020-08-14T10:23:08+00:00

You can contact Clemente Care through our web site or by telephone, one of our advisors will be happy to chat about how Clemente works.

Appointments can also be booked for us to visit you at home and discuss how we can help and support you. Once you have made a decision to put your care into the hands of Clemente Care we will do the rest.

How do I pay for my care?2020-08-14T10:23:32+00:00

Clemente Care will send you a weekly invoice, made payable within 30 days via cheque of bank transfer. If your care is paid for directly by the council Clemente Care can invoice the council directly and you won’t need to do anything. If you require any help or support with payment, please contact the admin team.

How much do Clemente Care services cost and can I get any help with the fees?2020-07-16T12:54:42+00:00

You may be able to get support with paying for your care from the Government. Clemente Care admin team will direct you to who you can speak to within the council.

Clemente Care fees are as follows:

Multi Hour
Per Hour
Per ½ Hour
Personal Care

*A buddy does not include personal care

Monday – Friday
Night Carer


Per Day
Live in Care

Key Terms

If you are not happy with any part of our service, You Will Not Be Charged for it (see over). The Multi-Hour rate applies to visits of two consecutive hours or more.

The Night Carer rate applies between the hours of 10pm and 6am. The minimum visit before midnight is 2 hours, and after midnight is 4 hours.

Public & Bank Holidays will be charged at time-and-a-half and Christmas Day at double time.

For Live-in Care, an £8 Meal Allowance is payable on top if the client does not provide food for the carer.

Fees are payable by either Direct Debit or Automated Debit Card Payment (see over).

Interest Charges apply to Late Payment of Fees (see over).

What about my personal security?2020-08-14T10:24:49+00:00

Your security is very important to us. All our team members are fully vetted through police checks and past employment before they start with Clemente Care.

All of our team will arrive at your home in uniform with a photo ID badge. You will also be supplied with a photo of the staff member visiting you prior to them arriving on their first shift.

Clemente Care is happy for our team to meet with you before their first visit to get to know you.

Clemente Care is registered with the Quality Care Commission who regulate our service including security.

What happens when the office is closed?2020-08-14T10:25:33+00:00

Our office hours are Monday to Friday 8.00am to 5.00pm where you will be able to speak to a member of the admin team or managers.

Clemente care runs an emergency out of hours service from 7.00am to 10.00pm.

We also have a weekend service via email, text or telephone between the hours of 9.00am to 5.00pm as well as a live chat facility.

We will supply you with the contact numbers you need when we start to support you in your home.

What if I don’t like my care package or want to make changes?2020-08-14T10:26:58+00:00

Peoples care needs change day by day. Clemente Care carries out regular reviews with you and members of your family to ensure that the package we have in place is tailor-made to you.

A member of our team will contact you or a family member weekly by telephone to make sure you are happy with your care package and the service our team delivers.

What safeguards do I have?2020-08-14T10:27:40+00:00

Clemente Care is regulated by the Care Quality Commission. The directors and Managers have undergone interviews with CQC to be able to support you in your home.

Clemente Care is fully insured for our team to help and support you in your home. We are happy to supply you with a copy of our insurance.

The team working for Clemente Care are fully trained and keep up their skills with E-Learning and face to face training. Those team members who wish to develop are put through their Health and Social Care qualifications.

What tasks will my care assistant carry out?2020-08-14T10:28:22+00:00

Our care team are there to support all your needs from personal care, light housework, preparing and cooking meals to lifestyle and activities. Your care package will detail all the tasks our team will need to support you with and any ‘little extras’ you may need.

Is there anything a Care Assistant cannot do?2020-07-16T11:35:25+00:00

Out team are not able to give injections or change sterile dressings, the community nursing team will need to be contacted to do these.

The team cannot carry out any tasks which are likely to cause any risk to them or anyone else.

We will agree all aspects of what the team are required to do when we complete the pre-care assessment and then monthly after.

Will I have the same care assistant each day?2020-07-16T11:35:35+00:00

We will do everything we can to make sure you have the same carer visit your home, however, should you need 7 day a week care we will assign 2 carers to support you, so they are able to have rest days.

There may be times when your allocated carer is on leave or sick and we will need to replace them with another member of the team. We will always let you know in advance and give you their name and photo prior to them visiting.

What is the difference between Personal Care and a Buddy2020-08-14T10:28:43+00:00

A team member supporting you with all your care needs including washing, dressing, mobility, supporting in and out of bed etc. is charged at the personal care rates.

A Buddy is someone who will support you with activities, days out, shopping and light housework only – No personal care involved.

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