Question 1

Who do Major Healthcare actually support?

Accepted Answer

Major Healthcare supports children, young people and adults with a wide range of health, personal care and complex support needs. This may include people with physical or learning disabilities, neurological conditions, acquired brain injuries, sensory or communication needs, behaviours that require specialist support and long-term or complex medical conditions.We can support individuals with a range of complex health, wellbeing and daily living needs, including mobility, emotional regulation, seizure awareness, nutrition and hydration, structured routines and community-based support. Where appropriate, our trained and competent staff may also undertake specific healthcare tasks that have been formally delegated by an appropriate healthcare professional, in accordance with an agreed care plan and individual protocols.Every care package is developed around the individual. Support can be provided from four hours or more and may include wraparound care, short breaks, community and activity access, overnight support, live-in care, 24-hour care and individual or multi-staff support.

Question 2

What types of support does Major Healthcare provide?

Accepted Answer

Major Healthcare provides flexible, person-centred support for children, teenagers and adults with a wide range of assessed needs. Our services can include:Children’s and Family SupportAdult SupportComplex Care SupportCommunity SupportRespite and Short-Break SupportOvernight Support24-Hour SupportPositive Behaviour SupportComplex Health and Wellbeing SupportDaily Living and Independence SupportSupport with Community Activities and AppointmentsDelegated Healthcare Support, where appropriately agreed and staff are trained and competentEvery package is tailored around the individual, taking into account their needs, routines, preferences, communication, risks and desired outcomes.

Question 3

How do I arrange care?

Accepted Answer

Getting started is simple. Contact our team to discuss your needs, and we'll guide you through the referral and assessment process. We'll take time to understand your circumstances before developing a personalised care plan and recommending the most appropriate support.

Question 4

How does Major ensure care is safe?

Accepted Answer

Safety is at the heart of everything we do.Our colleagues complete robust recruitment and pre-employment checks, including enhanced DBS screening, appropriate training and ongoing competency assessments relevant to the support they provide.Safe care is further supported through person-centred care plans, individual risk assessments, safeguarding procedures, regular supervision, competency reviews and ongoing quality monitoring to help ensure support remains safe, appropriate and responsive to changing needs.

Question 5

What are the funding options?

Accepted Answer

Care can be funded in several ways, depending on your circumstances, assessed needs and eligibility. You may pay privately, receive funding through your local authority, use a personal budget or direct payment, or receive NHS funding.Adults with significant ongoing health needs may be eligible for NHS Continuing Healthcare. Children and young people with complex needs that cannot be met by existing services may be eligible for a Children and Young People’s Continuing Care package. Some packages may also be jointly funded by health and social care services.Major Healthcare does not determine funding eligibility, but we can work with individuals, families, social workers, commissioners, local authorities and NHS professionals once funding arrangements have been discussed or approved.

Question 6

What is a Care Needs Assessment?

Accepted Answer

A care needs assessment is a conversation about the support you or your family member may require. It considers health needs, daily routines, communication, mobility, medication, personal care, emotional wellbeing, risks, preferences and the outcomes the person would like to achieve.A statutory assessment completed by your local authority helps determine whether you are eligible for social care support and may be followed by a financial assessment. Local authority needs assessments are free and can be requested regardless of income or savings.Before starting, Major Healthcare will also complete its own assessment and develop an individual care plan and risk assessments. This ensures that we understand the person’s needs and can provide suitably trained staff, appropriate staffing levels and safe, personalised support.

Question 7

How long does a referral process take?

Accepted Answer

The referral process varies according to the complexity and urgency of the care required. Straightforward packages may be arranged more quickly, while complex care may require additional planning, specialist training, competency assessments, clinical guidance or multi-agency approval.Following a referral, we will discuss the person’s needs, review the available information and complete an assessment. We will then develop the care plan, confirm suitable staffing arrangements and agree a proposed start date. We will keep you, your family and the professionals involved informed throughout the process.Urgent referrals will be considered wherever possible, but care will only begin when we are satisfied that the correct plans, staffing, training and safety arrangements are in place.

Question 8

Will I have the same care professionals?

Accepted Answer

Wherever possible, yes. We understand the importance of building trusted relationships and aim to provide consistency by allocating regular care professionals who know the individual, their routines and their preferences.

Question 9

Can I refer someone on behalf of another person?

Accepted Answer

Yes. We welcome referrals from family members, healthcare professionals, social workers, case managers, commissioners and other authorised representatives. We'll guide you through the referral process and discuss the individual's support needs.

Question 10

How quickly can support begin?

Accepted Answer

The timescale depends on the complexity and urgency of the care required. We always aim to begin support as soon as it is safe to do so, ensuring suitable staff, training and care planning are in place first.

Question 11

Can support be provided at home?

Accepted Answer

Yes. Many of our services are delivered within an individual's own home, helping people remain in familiar surroundings while receiving the support they need.

Question 12

Can support be increased if needs change?

Accepted Answer

Absolutely. Care packages are regularly reviewed and can be adapted as an individual's needs, health or circumstances change.

Question 13

Are  Major's care professionals trained?

Accepted Answer

Yes. Every colleague completes a comprehensive induction programme, mandatory training and ongoing professional development relevant to their role.Where an individual has specific or complex needs, additional package-specific training and competency assessments are completed before support is provided, helping ensure colleagues have the knowledge, skills and confidence to deliver safe and appropriate support.

Question 14

Do you accept self-funded clients?

Accepted Answer

Yes. We support individuals who arrange and fund their own care, as well as those receiving Local Authority or NHS funding.

Question 15

What happens after I contact you?

Accepted Answer

We’ll take the time to understand your requirements, answer any questions and explain the next steps.Where appropriate, we’ll arrange an assessment to understand the individual’s needs, preferences, routines and desired outcomes, before working with you to plan a personalised package of care and support.

Question 16

Can I meet the team before care starts?

Accepted Answer

Where appropriate, we’ll introduce you to key members of the team before support begins. This gives you the opportunity to ask questions, build familiarity and feel confident and comfortable with the agreed support arrangements.

Question 17

What is person-centred care?

Accepted Answer

Person-centred care means placing the individual at the heart of their care and support. We take time to understand each person’s needs, preferences, routines, communication, culture, choices, goals and what matters most to them.Every care package is tailored to help the individual live as independently as possible while promoting dignity, choice, independence, wellbeing and positive outcomes.

Question 18

What is complex care?

Accepted Answer

Complex care is specialist support for people with ongoing health, medical or behavioural needs that require a higher level of knowledge, training and coordination. This may include support for neurological conditions, physical disabilities, acquired brain injuries, enteral feeding, respiratory care, seizure management or other long-term health conditions.At Major Healthcare, every complex care package is individually planned and delivered by trained care professionals working in partnership with families and healthcare teams.

Question 19

What is respite care?

Accepted Answer

Respite care provides short-term support that allows family members and unpaid carers to take a break while knowing their loved one is receiving safe, high-quality care.Respite support can be arranged on a regular basis or during periods when additional help is needed. It may take place in the person's own home and can range from a few hours to overnight or longer periods, depending on individual needs.

Question 20

What is live-in support?

Accepted Answer

Live-in support provides ongoing assistance from a dedicated support professional who stays in the individual’s home, helping them maintain routines, independence and wellbeing throughout the day and, where agreed, overnight.Support can be tailored around assessed needs and may include daily living activities, mobility, companionship, community access, emotional wellbeing and other agreed support. Where specific healthcare tasks are required, these must be appropriately planned, delegated where necessary, and carried out by staff who have received the required training and competency assessment.Live-in support can help individuals remain in familiar surroundings while receiving consistent, personalised support within their own home.

Question 21

What is Positive Behaviour Support (PBS)?

Accepted Answer

Positive Behaviour Support (PBS) is an evidence-based, person-centred approach that seeks to understand the reasons behind behaviours and develop proactive strategies that improve quality of life and wellbeing.Rather than focusing solely on the behaviour itself, PBS considers the individual’s communication, environment, experiences, needs and potential triggers. It aims to reduce distress, strengthen positive relationships, promote independence and support individuals to express their needs in safer and more effective ways.At Major Healthcare, PBS principles are embedded within our approach to support, promoting dignity, choice, positive outcomes and our practices support our commitment to person-centred care and least restrictive approaches.

Question 22

What is NHS Continuing Healthcare?

Accepted Answer

NHS Continuing Healthcare (CHC) is a package of care arranged and funded entirely by the NHS for adults with significant ongoing healthcare needs.Eligibility is determined by the NHS following an assessment of an individual's health needs rather than their financial circumstances. If someone is eligible, NHS Continuing Healthcare may fund all of their care package.Our team can work alongside individuals, families and healthcare professionals once funding arrangements have been agreed.

Question 23

Can I use Direct Payments to pay for care?

Accepted Answer

Yes. If you receive Direct Payments or a Personal Budget from your local authority, you may be able to use this funding to arrange care with Major Healthcare.If you're unsure how Direct Payments work or whether you're eligible, our team will be happy to explain the options available and discuss how we can support you.

Question 24

How much care do I need?

Accepted Answer

The amount of care required is different for everyone and depends on individual circumstances, health needs and personal goals.Some people may only require support for a few hours each week, while others benefit from daily visits, overnight support, live-in care or 24-hour care. Before support begins, we'll carry out an assessment to understand your needs and recommend a personalised package of care that provides the right level of support while promoting independence.

Question 25

How is a care plan created?

Accepted Answer

Every care plan is developed following a detailed assessment and meaningful discussion with the individual, their family or representative and, where appropriate, relevant health and social care professionals.The care plan sets out the individual’s assessed needs, preferences, routines, communication methods, risks, goals and the support required to help them achieve positive outcomes.Care plans are reviewed regularly and updated whenever needs, circumstances or preferences change, helping ensure support remains safe, appropriate, responsive and person-centred.

Question 26

What happens during the first visit?

Accepted Answer

The first visit is an opportunity for us to get to know the individual and begin building a positive relationship.Our care professional will follow the agreed care plan, explain the support being provided and take time to understand the person's routines, preferences and communication style. We want everyone to feel comfortable, respected and involved from the very beginning, helping to create a smooth transition into receiving support from Major Healthcare.

Question 27

How do I make a complaint?

Accepted Answer

We welcome feedback and take all concerns and complaints seriously. A complaint can be made verbally or in writing by the person receiving support, a family member, representative or advocate.You can raise a complaint by speaking directly to a member of our care management team, calling us on 01325 524 050, emailing info@major-healthcare.com, or writing to:Major HealthcareUnit 11, Parsons CourtWelbury WayAycliffe Industrial ParkDL5 6ZEPlease provide as much information as possible, including what happened, when it happened, who was involved where relevant, and how you would like the matter to be resolved.All complaints are handled respectfully, fairly and in line with our complaint’s procedure. Raising a concern will never negatively affect the care or support you receive. We will keep you informed throughout the process and, where appropriate, explain our findings, any action taken and what we have learned.

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