Your questions, answered.

Call us or send an enquiry. We’ll have an initial conversation about what’s happening, then arrange a free care assessment, usually at home.

A member of our care management team visits to understand the person’s needs, routines, preferences, home environment and any risks. We use this to write a personal care plan and prepare a quote.

We regularly arrange care at short notice, sometimes within 24 hours, subject to an assessment, suitable carers being available and the care being right for the person. For live-in care we prefer a few days to arrange introductions and meet-and-greets.

Every visit lasts at least one hour. We don’t offer short pop-in calls, because good care shouldn’t be rushed.

We support people across North and Central London, including Westminster, Camden, Islington, Barnet, Haringey, Hackney and Enfield, from our office in St John’s Wood, NW8. Call us with your postcode and we’ll confirm whether we can help.

Yes, with the person’s agreement. Families often know a great deal about routines and preferences, and we welcome their input.

Yes. Care plans are reviewed regularly and whenever circumstances change, and support can be increased or reduced.

Our carers record each visit in Birdie, the care management app we use. With the person’s permission, private clients and authorised family members can see upcoming visits, when carers arrive and leave, and care notes, even from another city or country. The app is for keeping up to date rather than messaging: for any question, just call us on 020 3876 7833.

We aim to build a small, regular team around each person so they see familiar faces. CQC found people were supported by the same regular carers.

Carers complete pre-employment checks, including references, right to work and an enhanced DBS check. They complete induction training, including practical sessions at our office, and shadow experienced colleagues before working alone.

Where possible, yes. CQC noted that people had opportunities to meet different care workers and say who they felt most comfortable with.

We arrange cover from within the person’s regular team wherever possible, and brief any replacement carer on the care plan.

Please tell us in person, by phone, email, letter, WhatsApp or through a representative. We take every concern seriously, acknowledge it promptly, try to resolve it straight away where we can, and keep you informed if it needs investigating.

Home care is a number of planned visits at agreed times. With live-in care, a carer lives in the home and provides support throughout the day. Live-in care isn’t the same as 24-hour waking care: the carer needs sleep and breaks.

On a sleeping night the carer sleeps in the home and can be woken occasionally. On a waking night the carer stays awake all night, ready to help as often as needed.

Yes. Carers can prompt or support people to take prescribed medication as set out in their care plan, following our medication procedures.

Yes. We provide person-centred dementia care built around familiar routines and regular carers.

Overnight care covers the night only, as a sleeping or a waking night, and often sits alongside daytime visits. With live-in care a carer lives in the home and supports the person through the day, but they need a proper night’s sleep. If help is needed most nights, waking night care may be needed as well. We’ll recommend what is safe after the assessment.

No. Hedgerow is a home care (domiciliary care) provider registered with CQC, not a nursing agency. Our carers are trained care workers who help with personal care, medication support, meals and daily routines. Where nursing is needed, district nurses or the person’s healthcare team provide it, and we work alongside them.

Yes, where we can meet the person’s needs. Contact us as early as possible before discharge so we can plan together. Care can sometimes start within 24 hours, subject to an assessment and carer availability.

Every care package is personalised, so we don’t publish fixed prices. Cost depends on the type of care, how many hours are needed and when. After a free care assessment, we’ll give you a clear written quotation.

Our private care packages start from 7 hours a week, and each visit lasts at least one hour. The hours can be spread across the week, for example a one-hour visit every day.

We invoice private clients monthly. You can pay by bank transfer, debit or credit card, or cheque.

Some people are eligible for NHS or local authority funding, depending on their needs and circumstances, but not everyone qualifies. Hedgerow is an approved provider under North Central London Integrated Care Board’s All Qualified Provider (AQP) arrangements and regularly accepts NHS-commissioned care packages. We also welcome clients using direct payments.

Yes. Let the office know and we’ll review the care plan with you and adjust visits, subject to carer availability. Private packages stay at 7 hours a week or more. Our standard notice period for ending care is two weeks.

Yes. With the person’s consent, authorised relatives can view care plans and daily records electronically.

Through the online care records, care plan reviews and direct contact with our office team whenever something changes.

By building a small, regular team around each person and matching carers carefully. Some people have been supported by the same carers for many years.

That’s very common. Starting small (perhaps with companionship) and introducing a carer who suits them often helps. We’ll go at their pace.