Services Provided

Introductory agencies offer several key services:

• Carer Matching: They help families find suitable care professionals who can move into the home and provide care, typically for about four weeks at a time.
• Replacement Arrangements: When a carer needs a break, the agency works with the family to find a substitute.
• Payroll Services: They handle payroll for both families and carers.
• Support Services: Agencies offer various support tools and services to assist with care management.
• Quality Assurance: Regular check-ins are conducted to ensure satisfaction with the care provided.

Limitations and Distinctions

It’s important to understand that introductory agencies:

• Are not direct care providers
• Do not manage day-to-day care operations
• Operate outside the regulatory scope of bodies like the Care Quality Commission

Safety and Quality Assurance

Despite not being regulated, these agencies implement various measures to ensure safety:

• Background Checks: Comprehensive checks, including DBS (Disclosure and Barring Service) or PVG (Protecting Vulnerable Groups) in Scotland, are conducted on all carers.
• Onboarding Process: This includes situational judgment tests and face-to-face meetings (currently via video calls).
• Training Opportunities: Carers are offered access to professional development resources.

Care Planning

While introductory agencies don’t direct care, they assist in care planning:

• They often use care plans from local authorities as a starting point.
• Agencies conduct detailed discussions with families to understand specific needs.
• Online care appraisals are used to capture important details.
• Families are encouraged to keep care appraisals updated as needs change.

Flexibility in Carer Selection

If a recommended carer isn’t suitable:

• Families can request a change.
• Agencies facilitate direct matches between clients and carers.

Payment Structure

The payment process typically works as follows:

• Families pay the introductory agency directly.
• The agency then pays the carers.
• This system simplifies the process of arranging substitute carers when needed.

By understanding these aspects of introductory agencies, families can make informed decisions about their home care arrangements, ensuring they receive the support they need while maintaining control over their care management.