Written for you
Your care, your way
We look after you, at home. This page is for you — who we are, what to expect from every visit, and how to tell us what you think.
It's your home. We're guests in it.
Most of what's written about home care is written for families. This is written for you.
It's short, and none of it is homework. If you'd rather hear any of it out loud, ask whoever visits next — they'll happily talk it through over a cup of tea.
Office open 8:30am – 5pm, Monday to Friday. Outside those hours the on-call team picks up. No call centre, no menu of options — whoever answers will know who you are.
Who we are
We're a small, local team — on purpose. Small enough that you'll know the people who come through your door, and they'll know you: how you take your tea, which chair is yours, what matters to you.
Responsible for the quality and safety of your care.
Arranges your visits and who comes when.
Visits to check your care is right, and listens.
Trains the Care Professionals who visit you.
Started Otter after caring for his own dad at home.
We try hard to send you the same familiar faces. If someone new is ever coming, we'll do our best to let you know first.
What happens at a visit
Nothing mysterious. Your Care Professional arrives at the agreed time, does what you've agreed together — and does it your way, not ours. The plan is built around your day, and it can change whenever your day does.
You'll hear us ask before we help — things like:
"Is it okay if I help you wash now?"
"Would you like your medication now, or after breakfast?"
"Happy for me to update your daughter today?"
"Would you like to go out today, or stay in?"
That's not us being formal. Even when help feels routine, it's still your choice — every time.
At the end of each visit we write a short note about how things went. Those notes are about you, so you can ask to see them whenever you like.
Your home, your choices
The law is on your side here, and so are we. In plain terms:
- We assume you can make your own decisions. That's our starting point, always — not something you have to prove.
- You're allowed to make choices others disagree with. A decision your family thinks is unwise is still yours to make.
- Nobody decides for you without proper reason — not us, and not family either. Being someone's parent or someone's child doesn't hand them your choices.
- If a decision ever does need making for you, it's done carefully, with your wishes and feelings at the centre, and written down.
If any of this ever feels like it isn't happening, say so — to anyone on the team.
What you can ask us for
More than you might think. If it would make your week better and it's safe and legal, ask — the answer is usually yes.
- Meals you actually fancy, shopping, and collecting prescriptions.
- A hand with the house — laundry, tidying, the paperwork pile.
- Getting to appointments, or just getting out somewhere nice.
- Company — a walk, a cup of tea, a hand with a hobby that's got harder.
- Help with your phone or tablet, so calls with family actually happen.
- The garden, and pets — both count. They're part of home.
And there's Otter Café — our free get-together, cake included. Some people come for the company, some for the cake. Both are excellent reasons.
Your notes, and who sees them
What we write about your care is private. Our team sees it because they need it to look after you well — beyond that, who sees anything is your choice.
If you'd like family to follow your care on our app, tell us and we'll set it up — up to three people, chosen by you, and they can see but never change anything. If you'd rather they didn't, that's completely fine too, and you don't have to explain yourself.
Adding someone, removing someone — just tell any of us, and it's done. No forms to fight with, no reason needed.
If something isn't right
Tell us. Honestly — it's a kindness, not a complaint. It's the only way we find out, and it's how your care gets better.
Telling us will never affect your care. Not the small things — a visit time that doesn't suit, a job done not-quite-your-way — and not the big things either. If it's serious, we'll come and see you in person. And we'll tell you what changed because you spoke up, which is the part most companies forget.
You can tell whoever visits, or ring the office and ask for Cherie, our Registered Manager. Asking for her is a normal thing to do.
You will not be a nuisance. You will not be "causing trouble". This is your care.
Ring us, or say it to whoever's next through the door. Both reach the same small team. And if your family would like a guide of their own, ours is at otterhomecare.co.uk/family.
