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Support for adults

Arranging Care at Home ‘Commissioned care’

We understand that most people want to retain their independence by living at home, in a community they are familiar with. We want to ensure that you can continue to do so, as effectively and safely as possible.

If you have been assessed as needing care and support to help keep you safe and well in your home, then when we discuss your support plan you may decide the best option for you is to have some or all of your care and support managed by us.

Where we manage your support, we will arrange for it to be provided by home care agencies with who we have a contract. We call this ‘commissioned care’.

The home care agencies who provide commissioned care and support on our behalf are registered with the Care Quality Commission. This means they are regularly inspected to ensure you receive the highest possible standard of care.

Your care and support

The support we arrange can be put in place at various times of the day.  You may require more than one visit and we have divided the day into the following periods in which visits will take place:

  • Morning (7.00 am – 11.00 am)
  • Lunchtime (11.01 am – 3.00 pm)
  • Teatime (3.01 pm – 6.00 pm)
  • Evening (6.01 pm – 10.00 pm)

The home care agencies we contract with will carefully plan when they can visit you based on the information we have provided to them and the demands on their service.

We will then confirm the specific time(s) of your home care visit(s) with you.

We would ask you to be as flexible as possible when agreeing on visiting arrangements, to help us arrange the best support for you and as many other people as possible.

Do not worry if you need any time-specific support to keep you safe and well, such as being ready to attend day care. The home care agencies we work with will always try to accommodate these visits.

All care arrangements are reviewed regularly to ensure the appropriateness of the support provided. We may sometimes need to talk to you about changes to your care or to the time of your visits. We will always discuss significant changes with you and anyone else associated with your care.

Please note that if we fail to agree on support with you because of the proposed visiting time offered, we may be unable to guarantee an alternative offer.

The most suitable person for you

Home care and support is a very personal and private matter, right down to the care worker who provides it.

We appreciate that some people have a preference as to the gender or other attributes of their care worker. Like other health services, we will always do our best to meet your preference(s), however, we cannot guarantee that will always be the case.

In these circumstances, if we cannot agree on a support offer with you it could affect either the care agency’s ability to support you safely at home or our ability to guarantee an alternative offer.

Once again, we ask that you are as flexible as possible when agreeing your support.

Dignity and respect

We always expect the care agencies we work with and their care workers to treat you with dignity and respect. We also expect you to give the same respect to the care workers that support you. Hostile or threatening behaviour towards care workers could result in your care and support being withdrawn by that care agency, and an alternative care agency may not be available to take over your care and support.

Care and health – Supporting equality and diversity | Devon County Council

Delivery of services

Home care agencies will always try to visit you at the time that has been agreed. Due to circumstances beyond their control, such as unforeseen emergencies or travel delays, their care workers may be delayed in getting to you. If your visit is going to be delayed for more than 30 minutes, you will be notified by either the care agency or care worker.

Paying for care

Most people who receive care and support, regardless of whether it is managed by us or not, will have to pay something towards the cost of that care and support. If you are assessed as needing care and support, we will then assess how much you need to pay towards the care.  You can find out more at Paying for care.

What if I have a problem with my services?

If you are not satisfied with the care and support given, please talk to your home care agency in the first instance. If you are not satisfied with the agency’s response, please contact Devon County Council who will direct your concern to the most appropriate person.

You can also share your experience with the Care Quality Commission.

Reporting a concern

If you report a safeguarding concern you will be listened to, supported, and involved in any decisions.

In an emergency always call 999.

If you think that you or someone you know is being abused or neglected:  Report your concern – Devon Safeguarding Adults Partnership


Devon County Council (Care Direct)

Call 0345 1551 007 or email

Monday to Friday, 8 am to 8 pm and Saturday 9 am to 1 pm. Outside of these hours or on bank holidays call 0845 6000 388 or email the address above.

Care Quality Commission

Call 03000 616161 or email

Monday to Friday, 8.30 am to 5.30 pm, excluding bank holidays.

Remember, even if you have commissioned care initially, you can, if you feel you would like more choice, flexibility and control choose to organise and manage all or some of your care yourself (with help from a carer or relative as required).

You can find more information about taking responsibility for managing your own care and support at Self-directed support and Direct payments.

If you are interested in changing or have any questions or concerns speak to your care manager about your options.

Please note paying for care still applies to care organised and managed with self-directed support and direct payments.

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