Frequently Asked Questions

At MoralCare, we believe that exceptional care starts with exceptional people. Our carers are trained to the highest standards, ensuring every service user receives outstanding, compassionate care every single time.

All our services are delivered by trained, competent, and genuinely compassionate staff members who are deeply committed to supporting the wellbeing and dignity of those in their care. We don't just hire good people—we invest in making them great.

Every staff member undergoes rigorous induction training when they join us, followed by regular training updates and competency assessments to ensure their skills remain sharp and their knowledge stays current. We believe continuous learning isn't optional—it's essential to delivering the quality of care our clients deserve.

Our comprehensive training programme covers everything needed to provide safe, effective, and person-centred care:

• First Aid and emergency response

• Professional communication and listening skills

• Dignity, equality, and diversity

• Fire safety and emergency procedures

• Food hygiene and safe food handling

• Health & safety awareness across all environments

• Infection prevention and control

• Medication management and safe administration

• Mental capacity and Deprivation of Liberty Safeguards (DoLS)

• Safe assisting and moving techniques

• Nutrition, hydration, and wellbeing support

• Lone worker awareness and safety protocols

• Specialist care: Parkinson's Disease, dementia, end-of-life care, and stroke identification

• Challenging behaviour management and de-escalation

• Abuse prevention and safeguarding

• Holistic care planning

Beyond our core training, we actively encourage all staff to pursue continuous career growth. We support team members in accessing higher education and Health & Social Care qualifications, ensuring they stay compliant with evolving legislation and keep their skills at peak performance. When our carers grow, our clients benefit—and that's what drives everything we do.

At MoralCare, we believe that your care should be exactly that - yours. Every service user is in complete control of their own care package. You decide what care you receive, how you receive it, and when. Your likes, dislikes, preferences, routines, and choices are at the heart of everything we do.

This is your home. This is your life. And MoralCare will always treat it with the respect, dignity, and care it deserves.

Our job isn't to take over - it's to support you in living as independently as possible, just as you did before any limitations arose. We're here to help you maintain the life you love, not change it to suit us.

If you've always enjoyed getting up late on Sundays, we'll make sure that tradition continues. If soaking in the bath for 30 minutes is your favourite way to unwind, we'll give you that time without rushing you. If you prefer your tea a certain way, your routine done in a particular order, or your home kept just so - we'll honour that.

We will never rush you into a routine that suits us. You are the focus of the support we provide, and your comfort, happiness, and independence will always come first. Because care isn't just about tasks - it's about preserving the life you've built and the person you are.

MoralCare is fully insured, giving you complete peace of mind that you're in safe, protected hands.

We're monitored, registered, and regulated by the Care Quality Commission (CQC) - the independent regulator that ensures care providers meet and exceed the minimum standards for quality care. This isn't just a badge on our wall; it's a commitment to continuous improvement and accountability. Our CQC registration means you can trust that we're held to the highest standards and regularly assessed to prove it.

Beyond regulation, MoralCare is registered with Companies House as a limited company, operating with full transparency and professional governance. You'll find our company number at the bottom of our website, so you can verify our credentials at any time.

In short: we're fully insured, independently regulated, professionally registered, and committed to exceeding expectations every single day. Your care is in the hands of a business that takes quality, safety, and accountability seriously. 

At MoralCare, we believe independence isn't just about managing tasks—it's about living a full, fulfilling life on your own terms, without the constraints of care home walls or rigid routines. Our carers are here to support you in staying independent at home, doing the things that matter to you, exactly how you want to do them.

We can help with so much more than you might think:

Personal Care & Wellbeing

• Nail care (cutting, painting), hair washing and styling

• Bathing, dressing, and support with compression stockings

• Incontinence care with dignity and discretion

• Toilet and commode assistance with privacy and respect

• Wellness and welfare checks, with referrals to other professionals if you need additional support

Health & Medication

• Medication administration—ensuring you receive the right medication at the right time, every time

• Meal preparation and fluid monitoring to keep you nourished and hydrated

• Exercise support tailored to your needs and abilities

• Appointment assistance so you never miss important healthcare

Daily Living Support

• Domestic help: vacuuming, polishing, bed making, laundry, and more

• Shopping assistance—we can accompany you on trips or shop from your list if anxiety makes it difficult

• Specialist dementia care from our fully trained team

Companionship & Connection Our carers aren't just here to complete tasks—they're wonderful company. Every member of our team genuinely loves what they do, and they bring warmth, kindness, and real human connection to every visit. Whether it's a chat over tea, a walk around the garden, or simply being there—companionship is at the heart of what we offer.

The Bottom Line The list truly is endless. We're here to be on your side, to keep you happy, comfortable, and thriving at home. Nothing is too much hassle for our amazing team. We're committed to supporting you in living the life you want, exactly as you want to live it.

At MoralCare, we understand that continuity of care isn't just a nice-to-have—it's absolutely crucial. Your home is your sanctuary, and you deserve to feel safe, secure, and genuinely cared for within it. That starts with trust, and trust is built through familiarity and consistency.

That's why we do things differently. Our team is small and intimate by design. We're not a faceless corporation sending a different carer every single visit—we're a close-knit group of people who genuinely care about the clients we support.

When you join MoralCare, you won't be meeting a parade of strangers. Instead, you'll quickly get to know our usual friendly faces. Our carers typically work the same runs on the same days, which means you'll have a small, consistent group of people who know you, understand your needs, and become part of your routine. They'll learn your preferences, remember what matters to you, and build real relationships with you and your family.

This consistency matters. It means you're not constantly re-explaining your needs or adjusting to new people. It means your carers understand your home, your routines, and what makes you feel safe and supported. It means genuine care, not just task completion.

At MoralCare, you're not just a name on a rota—you're part of our family. And that's reflected in every visit, every interaction, and every commitment we make to you.

At MoralCare, we make you a promise: we will never let you down. And we back that up with action.

We have an incredible track record - we've never missed a visit. Not once. That's not luck; that's commitment, genius systems, and genuine care.

Here's how we make it happen: We've invested in clever, intelligent systems that sound all the alarms if a carer hasn't clocked in within 30 minutes of their scheduled arrival (which is an exceptional rarity - once in a lifetime occurrence!). This means a missed visit simply isn't possible with MoralCare. Our managers are immediately alerted, and we spring into action to ensure you get the care you're expecting.

But we don't stop there. We operate our own internal bank team—a dedicated group of carers who step in whenever your usual team members are sick, absent, on holiday, or during periods of staff shortage. You never have to worry about going without care. Whether it's a planned absence or an unexpected situation, we've got you covered.

And we mean it when we say we're here for you—we operate 365 days a year. Weekends, bank holidays, Christmas Day—whenever you need us, we're there.

At MoralCare, reliability isn't just something we aim for. It's something we guarantee. Your care comes first, and we've built everything around making sure you never have to worry about whether we'll show up. Because we always will.

You're in control of your care times. All service users (or those legally acting on their behalf) can change their visit times to suit your lifestyle and preferences—no questions asked, no rigid routines forced upon you.

Want your morning visit at 8am Monday to Friday so you can ease into your week, but prefer a leisurely 10am start on weekends? We'll make it happen. Need to shift things around because your routine has changed? Just let us know, and we'll adapt.

We always do our very best to accommodate your preferences. While we can't guarantee exact times down to the minute—traffic, other service users' needs, and the unpredictability of the day can sometimes mean small variations—we're committed to meeting your times as closely as humanly possible. You can count on us to be reliable and consistent.

And here's the thing: we will never change your times without your say-so. Your schedule is your schedule. If something needs to shift, we talk to you first. Respect for your time and your life is non-negotiable.

At MoralCare, flexibility and reliability go hand in hand. Your care fits around you—not the other way around.

Your safety and peace of mind are paramount. That's why every single member of our care team undergoes a full enhanced DBS (Disclosure and Barring Service) check before they ever work unsupervised in your home. This isn't a quick tick-box exercise—it's a comprehensive vetting process that checks the police criminal database and other criminal registers to ensure we're bringing only trustworthy people into your life.

But we don't stop there. We have a rigorous, multi-layered recruitment and onboarding process that goes far beyond standard checks. We carefully scrutinise each carer's character, intentions, skills, and genuine suitability for the role. Every new team member goes through a thorough induction process and ongoing support programme designed to assess not just their qualifications, but their values, compassion, and commitment to person-centred care.

We're building more than just a care team—we're building a family of people you can wholeheartedly trust and depend on. People who are vetted, trained, supported, and genuinely committed to your wellbeing and dignity.

At MoralCare, trust isn't assumed. It's earned through rigorous standards, careful selection, and an unwavering commitment to your safety. You deserve nothing less.

Ready to find out how MoralCare can support you? There are three simple ways to reach us:

• Email us at [email protected]

• Fill in our online form on our website

• Give us a call on 01524 874110

Once you've made contact, our care navigator will arrange a visit at a time that suits you. During that visit, we'll sit down together to understand your needs, discuss what care package might work best for you, and talk through exactly how we can support you to live independently at home.

Or, if you'd just like a chat—no pressure, no commitment—we're happy to do that too. Think of it as a chance to get to know us, ask questions, and see if MoralCare feels right for you.

We always visit with no strings attached. There's nothing to lose and everything to gain by having that conversation.

We conduct thorough risk assessments to ensure the safety and wellbeing of both you and our care team. And yes, that includes your furry friends.

Here's the good news: as long as your pet isn't at high risk of causing injury or harm to our carers, your beloved companion won't affect your care one bit. In fact, we actively embrace pets as part of your home and your life.

Most of our team are genuine animal lovers who actually enjoy spending time with your four-legged family members. Beyond just coexisting peacefully, many of our carers are happy to help with pet care—walking your dog, feeding and watering your cat, or simply spending a few moments with your companion. We understand that caring for a pet is about more than just the practical tasks; it's about maintaining the relationships and routines that bring you joy.

And there's real science behind it: pet ownership is brilliant for your mental health and emotional wellbeing. Your pet provides companionship, comfort, and unconditional love—especially during the times when we're not around. We want to support that bond, not disrupt it.

At MoralCare, your pet isn't a problem to work around—they're part of what makes your home yours. And we're here to help keep that special relationship thriving.

We're here to support you with almost everything, and we genuinely love what we do. But we want to be honest and transparent about a few things that fall outside our scope of care.

If you have any questions or concerns—or if you're wondering whether we can help with something specific—please just give us a call. We're always happy to chat through your needs and find solutions together.

That said, here are a few things our carers are unfortunately unable to do:

Toenail Care – While we're happy to help with fingernails, toenail cutting requires specialist podiatry services. We can refer you to a qualified professional if needed.

Care for Household Members Not in Your Plan – We can absolutely care for you and your spouse, for example, but both of you must be included in the agreed care plan. This ensures we allocate enough time during each visit to properly meet both of your needs and provide quality care to everyone involved. It's about doing things right, not rushing.

Driving in Personal Vehicles – For insurance and safety reasons, we can't drive you in personal cars. However, we're more than happy to accompany you in taxis or on public transport, providing support and companionship along the way.

Private or Personal Messaging – All communication with MoralCare must come directly through the company via our official channels (phone, email, or contact form). Our carers cannot message you privately or personally. This ensures accountability, maintains professional boundaries, and guarantees that all your care information is properly documented and accessible to the right people in our team.

If any of these limitations affect your situation, we'd encourage you to have a chat with us. We may be able to suggest alternatives or work with other services to ensure you get the support you need.

Your home is your sanctuary, and we take its security incredibly seriously. That's why we've implemented strict protocols around keycode access and confidentiality.

Our care staff are trained to be vigilant about security. They will never input your code if they're being watched, and they will absolutely not allow anyone else access to your property. Your safety and privacy aren't negotiable.

Your keycode is never written down alongside your name or address. This isn't just procedure—it's a fundamental commitment to confidentiality. We keep your information compartmentalised and secure, so even if something were to go missing, there's no direct link between your personal details and your home access.

We also strongly advise you to change your keycode every year. This simple step keeps your security at maximum level and gives you complete peace of mind. Regular code changes mean that even if a previous carer has left, or circumstances have changed, you maintain full control over who can access your home.

At MoralCare, your security isn't an afterthought—it's woven into everything we do. You can rest assured that your home, your privacy, and your safety are in trusted hands.