Your care. Your story.

The door opens

“Hello. I’m here to listen.”

Imagine it is your first day with Brancaster. You open your door and meet someone who has taken time to learn your name, your routines and what matters to you.

That is where our story begins: not with a checklist, but with you. Whether you live near the sea in Blackpool, in Preston or among the hills around Kendal, your home remains your home.

How to reach us: 01539 739684 • homecare@brancasterhomecare.com. Our website lists office hours Monday–Friday, 8am–6pm, with on-call support outside office hours for existing clients.

Our Kendal base: 79 Highgate, Kendal, LA9 4ED. Preston: Millennium City Park, PR2 5BL. We also serve Blackpool.

Before the first visit

“Tell us what a good day looks like.”

We begin by listening to your wishes, assessing your needs and discussing the support you would like. We agree a care plan with you, including your preferred routines, communication needs, important contacts and any risks that require planning.

Your care plan should explain the agreed tasks, visit arrangements and who to contact if your needs change. You can ask for a review at any time. Your choices, culture, faith, relationships and independence matter.

Meet the people beside you

“Support should feel familiar, respectful and safe.”

Our team may help with washing, dressing, meals, companionship, dementia support, respite and other agreed daily activities. The exact support provided depends on your assessment and written care plan.

Care workers should introduce themselves, respect your privacy, explain what they are doing and seek your agreement before care. Tell us if you have communication preferences, would like a relative involved, or feel uncomfortable with any aspect of care.

You should know what to expect at each visit. If a carer is late or a visit is missed, contact Brancaster promptly on 01539 739684. For immediate danger or a medical emergency, call 999.

The little things are big things

“I can still make my own choices.”

Being supported does not mean losing control. We encourage you to do what you can safely do for yourself, with the right help when you need it.

You have a right to dignity, privacy, kindness, freedom from discrimination and involvement in decisions. If you have difficulty making a particular decision, staff must follow the Mental Capacity Act 2005 and support you to participate as far as possible.

We will discuss safe moving and handling, home access and any equipment needs with you. Please tell us about falls, new pain, skin changes or other changes in your health.

Your medicines, your say

“Can you remind me about my tablets?”

Brancaster’s published Medication Policy distinguishes reminders and assistance from administration. The type of support you receive must be assessed, agreed, recorded in your care plan and delivered by appropriately trained staff.

Staff should not change your prescribed doses or offer independent advice about over-the-counter medicines. Questions about prescriptions should go to your GP, pharmacist or relevant clinician.

Specialist medication tasks require appropriate professional assessment, delegation and training. Please tell us promptly if medicines change after a hospital stay.

The plan can change

“My needs are different this week.”

Your care plan is a living document. You or your representative can tell us when a visit time, routine or level of support is no longer right. We will discuss what can safely be changed and whether a new assessment or commissioner agreement is needed.

Your written service agreement or funding arrangement sets out applicable charges, notice arrangements and other contractual terms. Ask the office for a clear explanation before agreeing to changes.

Brancaster works across different funding routes, which may involve a council, NHS commissioning arrangements, direct payments or private funding. Your individual agreement identifies which applies to you.

Your information belongs to you

“Who sees my care notes?”

We keep information needed to provide and coordinate safe care. This can include your care plan, health information, contact details and visit records. Brancaster’s published Privacy Notice explains how information is handled and when it may be shared lawfully.

You can ask about access to your records, corrections and your data protection rights. For privacy queries, the published policy gives homecare@brancasterhomecare.com.

Information may need to be shared with professionals or safeguarding authorities where appropriate and lawful. We will explain information-sharing choices whenever possible.

When something feels wrong

“You can speak up. We will listen.”

Abuse, neglect, exploitation and unsafe care should never be ignored. You may contact Brancaster, your local authority safeguarding team or the police directly. You do not have to seek Brancaster’s permission to report a concern.

If someone is in immediate danger: call 999. For a non-emergency police matter: 101.

Brancaster’s published Compliments & Complaints Procedure says complaints receive an initial written response within five days and a formal response following investigation within 21 days. It names Christine Howard as the initial contact and Muhammad M Khan as an escalation contact, via 01539 739684.

Complaints and safeguarding are different routes: a complaint is not a substitute for urgent protection.

Safeguarding: the right door

“Who should I call where I live?”

These numbers are for adult safeguarding. You can report a concern yourself or ask someone you trust to help. For Lancaster, the Lancashire County Council route applies.

When you need a nurse

“My care worker says I should speak to the nursing team.”

District nurses provide NHS community nursing care, separate from routine homecare. Your GP practice and local NHS service can help identify the correct team. The numbers below are NHS-published team contacts, not emergency lines.

Your NHS neighbourhood

“Which Blackpool team covers my GP practice?”

Blackpool’s NHS community nursing service uses neighbourhood teams linked to GP practices. If you are unsure, your GP practice can direct you.

Around Kendal and the Lakes

“There is a local nursing team for my community too.”

University Hospitals of Morecambe Bay NHS Foundation Trust publishes the following South Lakes district nursing contacts.

Questions, compliments and concerns

“What happens if I am unhappy?”

Start by telling the care worker or office if you feel comfortable. You may make a formal complaint directly to Brancaster: 01539 739684, 79 Highgate, Kendal LA9 4ED.

Our published policy sets out written acknowledgement / initial response within five days and a formal response within 21 days. Ask for a copy of the full Compliments & Complaints Procedure if you would like it.

You can also contact the Care Quality Commission (CQC) to share concerns about regulated care: 03000 616161 or enquiries@cqc.org.uk. CQC regulates and inspects services but does not normally resolve individual complaints on your behalf.

If you remain dissatisfied after the provider’s complaint process, you may be able to approach the Local Government and Social Care Ombudsman, depending on the complaint and eligibility.

Your important numbers

“Keep this page near the phone.”

The next chapter is yours

“Good care helps me live my life, my way.”

Perhaps your favourite part of the day is a walk, a phone call with family, music, a favourite meal or simply enjoying the view from your own window. The purpose of care is to support the life you choose.

Tell us what is working and what could be better. We want to hear your story.

Brancaster Homecare Limited
01539 739684 • homecare@brancasterhomecare.com