FROM EMMA'S DESK

Hello everyone,

November already! I don't know about you, but I feel like this year has absolutely flown by.

It's been another busy few weeks here at Access Care, with lots happening behind the scenes. We've welcomed a lovely new member of the team, continued preparing for Christmas and, as always, been catching up with lots of you and the families we support.

One of the things I enjoy about putting this journal together is being able to share some of the things that come up in our everyday conversations. Sometimes it's lovely feedback from families, and other times it's a little reminder or bit of advice that I hope will make your working life easier.

This month, I wanted to touch on invoicing, as we've had a few more questions and concerns raised recently. I've also included some advice about preparing for conversations with prospective clients, along with a few important dates for the festive period.

And, of course, we have a new face in the office to introduce you to!So, grab a cuppa and have a read. I hope you find something useful.

With our very best wishes,

Emma

Getting Your Invoices Right First Time

We've had a few more queries and little niggles around invoicing recently, so I thought it would be worth sharing a gentle reminder about checking everything before sending your invoices to clients.

As you're self-employed, you're responsible for preparing and sending your own invoices directly to your clients. We know mistakes can happen, but taking a few extra minutes to check everything can save confusion and unnecessary back-and-forth later on.Before sending your next invoice, please take a moment to check:

• Your dates: Are you invoicing for the correct dates and number of days?

• Your daily rate: Does this match the rate you've agreed with your client?

• Any additional charges: Have any Bank Holiday rates, or food allowance been agreed and calculated correctly?

• Your total: Does everything add up as it should?

It's particularly worth double-checking if you've recently started a new booking.

If you're unsure about anything, please speak to your Carer Account Manager in the first instance, before sending your invoice. 

We can help clarify the booking information and any arrangements we've been made aware of.Of course, your invoicing arrangements remain between you and your client, but we're always happy to help clear up any uncertainty where we can.

A quick check before pressing send can make things much easier for everyone!

How should I prepare for a call with a prospective client?

Your Carer Account Manager will always help you prepare for a conversation with a prospective client, talking you through the booking, the client's needs and anything important to be aware of beforehand.

However, it's just as important that you take a little time to prepare yourself too!Make sure you've read through the Client Information carefully, familiarised yourself with the client's needs and thought about any questions you'd like to ask.

Always aim to be early, ready and waiting for your call – not just on time, and certainly not late!

Find somewhere quiet where you won't be interrupted, have your notes to hand and be ready a few minutes beforehand. Being prepared and punctual helps create a great first impression and shows the family that you're reliable and professional.Remember, this is a two-way conversation. It's an opportunity for the family to get to know you, but equally, it's your chance to learn more about the client and decide whether the booking is the right fit for you.

A little preparation can make all the difference to a confident and positive first conversation! 

What sort of questions should I ask during an introductory call?

It's always helpful to show an interest in the person you'll be supporting.You might want to ask about their daily routine, favourite activities, likes and dislikes, or anything that's particularly important to them.

These conversations are a great opportunity to get to know one another, and thoughtful questions can help everyone feel more comfortable.

To be added – November nomination and feedback.

To be added – November interview.

What Are Families Looking for in a Live-in Carer?

Something we're always mindful of when speaking with families is that every client is different, and so is what they're looking for in a live-in carer.

For some, experience with particular care needs is their biggest priority. For others, it's finding someone who shares their interests, enjoys conversation or can help them maintain the routines and independence that matter to them.

Being able to drive can also open up more opportunities, particularly for clients who enjoy getting out and about or live in more rural areas.

That's why it's so important to keep your Carer Account Manager updated about your experience, skills and preferences.If you've gained new experience, become more confident supporting particular needs or changed the type of bookings you're interested in, please let us know.

The more we understand about you and what you're looking for, the better placed we are to introduce you to suitable opportunities.

Keeping Your Carer Profile Up to Date

This month's useful resource is something you already have – your Access Care carer profile.

Your profile is one of the ways we introduce you to prospective clients and their families, so it's important that it reflects your experience, skills and personality, and gives families a real sense of who you are.As part of your annual carer check, we'll work with you to review and update your profile, making sure it reflects your latest experience, training and preferences.

But things can change throughout the year, and we don't want you to feel you have to wait until your next annual check to tell us!Perhaps you've gained experience supporting someone with different care needs, completed some additional training or discovered a particular type of booking you particularly enjoy.

If anything changes, please let your Carer Account Manager know so we can keep your profile up to date.

We want your profile to be the very best it can be for you, showing families not just what you can do, but what makes you a great carer.After all, it's your opportunity to make a wonderful first impression before you've even spoken to a family!

I also wanted to share our Christmas arrangements so you have plenty of time to prepare.

Our last planned changeover before Christmas will be Monday 14th December, with the first planned changeover after Christmas on Monday 4th January.

We've chosen these dates to give everyone time to settle into their bookings before Christmas. 

It means you have time to get to know your client and their routines, and families can feel reassured knowing their loved one is being supported by someone familiar over the festive period.Of course, unexpected situations can arise, but wherever possible, these are the dates we're working towards.

Our office will close at 5pm on Wednesday 23rd December 2026 and reopen at 9am on Monday 4th January 2027.

Christmas Emergency Contact: 07557 050 717

Please save this number in your phone if you havent done so already so you have it should you need it.Our on-call service is there for urgent matters that cannot safely wait until the office reopens. For routine enquiries, please contact us when we're back in January.

If someone is seriously unwell or in immediate danger, always call 999 first.

Before we close, please check your booking arrangements and raise any concerns with your Carer Account Manager so we can help you prepare.

Before I go, I wanted to say thank you for all the lovely feedback we continue to receive from families.It's always wonderful to hear about the difference you're making, whether it's helping someone feel more confident, supporting them through a difficult time or simply making their day a little brighter.

These are the things that really matter, and I hope you know how much they're appreciated.Until next month, take care and thank you for everything you do.