Once you’ve chosen your carer you’ll deal with them directly. Your carer is responsible for your care so you can simply speak to them to make any adjustments needed. This arrangement typically leads to highly personalised and responsive care. You can always contact Sparrow for support and guidance, but we can’t help with the care itself. This guide will cover what to expect and how to handle some of the practical aspects of dealing with a self-employed carer.
1. The first few weeks – getting to know your carer
It can take time to build a relationship and to establish the care routines that work for you. The first few visits are about getting to know each other and understanding how your carer can best support you. Sometimes changes may be needed and that’s ok. You can simply discuss it with your carer. Please bear in mind that any significant changes like changes to days and times may not be easy for your carer to accommodate. Open clear communication with your carer is key.
Giving feedback: If something isn’t quite as you’d like it to be, it’s best to let your carer know. Being direct but kind usually works better than leaving things unsaid. Most issues can be resolved quickly when addressed early.
When to contact your carer vs. Sparrow: For almost all day-to-day matters – scheduling changes, care preferences, questions about your care – you can speak directly with your carer. Contact Sparrow if you need help with something your carer can’t resolve or if you need additional support or have a question about billing.
Emergency contacts: Make sure you and your carer have exchanged contact details and emergency contacts. Your carer should know who to contact in an emergency, and you should have their phone number in case you need to reach them urgently.
Care agreement: It’s often useful to have a written document outlining the terms you’ve agreed with your carer. We call these care agreements and provide all our carers with a template they can adapt. Any agreement itself is between you and your carer, not with Sparrow. Care agreements are optional, but we recommend them as they can avoid uncertainty and potential disagreements further down the line. You can find more about care agreements here [LINK].
2. Paying for your care
With a Sparrow carer you’ll receive two separate invoices – one from your carer 100% of which goes directly to them, and one from Sparrow for our 10% service fee. We don’t handle your carer’s fee because they are self-employed and it feels right they should be paid directly. It also means you don’t need to pay VAT on your carer’s invoice so it saves you money too.
Billing frequency: You will receive your invoices at the beginning of each new month for any care received over the previous month. Usually on the 2nd.
Payment methods: Most carers prefer to be paid by bank transfer directly into their accounts. You’ll find their bank account details on their invoices. If you and your carer agree you can also pay them by other means including cash or cheque.
Sparrow’s fee is always 10% of your carer fees (excluding expenses/mileage). We usually recommend Direct Debit which is taken automatically. You can also pay by bank transfer, card, or cheque – call 01434 444 888 to discuss payment options.
What’s included in your invoice: Your carer’s rate covers their time providing care. Additional costs like mileage (typically 45p per mile) or travel time should have been agreed when you met them. Each visit or expense will be itemised separately on your invoice.
Recording hours and the invoicing process: Your carer records hours and expenses. At the beginning of each month Sparrow creates draft invoices, carers review and sign them off, then we send them on their behalf. Sparrow follows up with our own invoice shortly thereafter.
3. Making changes to the care you receive
Your care needs may change over time, and your arrangement with your carer can adapt as needed.
Increasing or reducing hours: Discuss with your carer whether they can accommodate more or fewer hours. If they can’t provide the hours you need, Sparrow may be able to help you find additional care from other carers in our network.
Changing what care you need: If your care needs change – for example, you need more physical support or different types of help – talk to your carer first about adaptations. There may be support available from elsewhere too, whether from an occupational therapist, by using specialised equipment or by accessing other services. Contact Sparrow if you’d like us to help you understand what other support might be available.
If the relationship isn’t working: Sometimes despite everyone’s best efforts, a care arrangement simply doesn’t work out. If you’ve tried to resolve things and it’s still not right, contact Sparrow. We can introduce you to other carers who might be a better fit. There are no hard feelings – finding the right match is what matters.
Common questions
What if my carer needs to cancel a visit?
Your carer should let you know as soon as possible. If you need cover, Sparrow can try to help you find another carer from our network, though we can’t guarantee we’ll always be able to find someone at short notice.
What if I need to cancel a visit?
Let your carer know as soon as you can. Depending on your care agreement, there may be notice requirements or cancellation charges – ideally this should have been discussed when you met.
What if I disagree with my invoice?
If you think there is a mistake on an invoice then you can either check this with your carer or contact Sparrow and we’ll help to get it right.
What happens during holidays – mine or my carer’s?
Discuss holiday plans with your carer as far in advance as possible. If your carer is away and you need cover, Sparrow can try to help arrange this from our network of carers.
What if I’m hospitalised or my care needs change suddenly?
Contact your carer or Sparrow as soon as possible. If you wish to have a carer’s services when you return home you may need to pay a retainer fee to ensure care is available when needed. This may be covered in your care agreement. We can also discuss what support you may need when you return home and support you to find additional care if needed.
What if I have a safeguarding concern?
If you have any concerns about abuse, neglect, or unsafe care practices, you need to take action immediately. Consider contacting your local council’s safeguarding team, the police or getting advice from a specialist such as the charity Hourglass (https://wearehourglass.org/who-we-are). You are welcome to contact Sparrow if you would like to talk things over. You can read more about safeguarding in our [safeguarding guide – LINK].