Introductory vs fully managed live in care providers
What is the difference between introductory and fully managed live in care providers?
When deciding whether you need round-the-clock care in your own home, there are lots of different service providers and options for live-in care which can be quite confusing.
There are two main options for live-in care: either an ‘introductory’ agency or a ‘fully managed’ provider, such as Helping Hands. Both offer live-in care at home, but there are many differences between the two. We’ve put together some of the key differences for live-in care providers, so that you and your loved ones can make the most practical and informed decision.
| Fully managed service | Introductory agency |
| Regulated by the CQC and CIW | Unregulated by the CQC and CIW |
| Care is contracted by the care service | Care is contracted by the customer |
| Carer is managed by the care service, with support from a care manager and local team | Carer is managed by the customer |
| All-inclusive cost | Pay for the services used |
| Care service will provide a new carer if sick or unsuitable | Family or customer responsible for finding replacement carers if sick or unsuitable |
A fully managed service
With a fully-managed care service, your care provider will take care of everything for you.
Opting for a fully managed service like Helping Hands means that everything from your carer’s contract to their training is all taken care of by the provider. They are responsible for the entire process of live-in care and are the port of call for you and your family if you have any queries.
Recruit and train carers
A managed live-in care provider will recruit and select their live-in carers directly, ensuring that they are trained proficiently in supporting those with complex needs and health conditions. They will also undertake full background checks, including Disclosure Barring Service (DBS) screenings, ensuring the correct documents are in place and sourcing several references.
Manage carers
In addition to this, the care provider will be accountable for paying their carers and providing sick pay, holiday pay and pension scheme. And if your carer is unwell or unable to fulfil their 24-hour care duties because of an emergency, a managed care service will be able to replace your carer at short notice, ensuring you’re not left isolated or unsupported.
Regulated by the CQC
Most importantly, a fully managed care service is regulated by the Care Quality Commission (CQC), meaning they are regularly inspected to ensure they provide a safe, effective and responsive service. They will also have registered care managers who are responsible for different elements of the care service, which are usually those who supervise and advise carers directly in your home.
All-inclusive prices
In terms of costings, managed service providers charge for all elements of care. So, if you have different needs throughout the day, you will pay a set price that is usually determined when you have an initial assessment. The price is all-inclusive; it won’t change depending on what your live-in carer does for you – it includes everything that you need support with.
Amazing carers, delivering quality care
We’re extremely proud of our carers who constantly go above and beyond to ensure every customer receives the very highest standard of care. We only hire the most compassionate carers, because we believe that’s what makes for a truly great carer.
When they join us, every carer receives our industry-leading training, which equips them to provide a wide range of care services to people with varying needs. They’ll then continue to participate in regular refresher courses to ensure their knowledge and skillset are up to date with the latest care industry standards.
An introductory agency
With an introductory care agency, you’ll be in charge of managing your carer’s workload.
An introductory care service or agency will act as an advisory provision, whereby they guide you through the process of selecting the right carer for you and your needs. As the name suggests, they will introduce you to a carer registered with their agency but won’t manage them once they begin working for you.
Carers managed by the family
Due to the carers being self-employed, you or your family will have a direct contract with the carer and will therefore be responsible for their pay. This also means that should your carer fall ill, you will be responsible for finding a replacement to cover yours or your loved ones’ care. Some introductory agencies do help families to source new carers at short notice, but it’s best to check this with the agency you use.
Only pay for what you use
Paying for care with a carer from an introductory agency is slightly cheaper than a fully managed service because you only pay for the services you use. This does mean that the amount you pay could change on a daily basis, but also that you are responsible for paying the carer directly. For example, there may be a set fee for personal care but additional fees for accompanying you to the shops or for a day out.
Unregulated by the CQC
Due to introductory agencies not actually providing care, they do not fall under the remit of the Care Quality Commission (CQC) and are therefore not regulated under their guidelines. This means that they are not regularly monitored against any guidelines set by the Commission and are able to operate how they wish.
Self-employed carers
Carers from introductory agencies are self-employed and may be registered with a number of different agencies. Although agencies don’t train their carers, they do ensure that they have completed relevant training, have the correct paperwork to work as a carer in the UK and have completed the correct background checks.
The benefits of a fully managed live in care agency
At Helping Hands, we offer a fully managed live-in care service.
We believe that by providing a fully managed care service, we’re best placed to ensure your every need can be met and your every wish respected. From your very first phone call to our friendly customer support team, we’ll make sure you’re at the centre of every aspect of your care plan. Some of the many benefits of opting for a fully managed live-in care service include:
Continuity of care
Choosing a fully managed care service means you’ll always have continuity of care. This is particularly important if you have complex health needs and require more than one carer to support you.
Locally managed
Live-in carers will also have local managers who they can liaise with if they need extra support, taking the burden off you to manage your carer directly. You are also able to contact the manager.
Carers who are looked after
Being employed by a care provider means that your carer’s pay is dealt with by the care company. This also includes national insurance, tax, pension, sick pay and holiday pay.
Highly trained carers
The care provider will also ensure that your carer is trained accordingly, and if you choose Helping Hands, they will undergo award-winning training that complies with care industry standards.
Person-centred support
Whether you need help with a stoma or catheter, support to get dressed, someone to prepare meals or a companion to take you to your favourite café – your care plan will be designed accordingly.
No stressful paperwork
Selecting a carer from a care provider ultimately takes any stress and hassle out of paperwork and payments that you would need to organise if your carer was from an introductory agency.
Fully managed and regulated
Most fully managed care in the UK is regulated by the CQC, and that includes Helping Hands.
From your very first phone call to our friendly team, every aspect of your home care service is independently monitored and regulated by the CQC and Care Inspectorate Wales (CIW).
Why is being a regulated company important?
What does regulation mean?
A regulated care provider is offering a safe, effective and responsive service and making sure that all their carers are thoroughly trained
Why do we choose to be regulated?
We choose to be regulated because we want every customer to have full peace of mind that their care services are approved by a regulating body
How does regulation affect my care?
Independent regulation gives you a guarantee that we’ll provide you with high quality care, no matter what your condition, circumstances or needs
Which option is right for me?
The right option for you will depend on your situation, and what is important to you.
If you want to manage your carer, then an introductory agency could be a better option because it lets you and your family do that. You may also only require certain support, and prefer to pay for additional care needs when they arise.
However, if you prefer to know that everything is taken care of – from selecting a fully-trained carer who is managed by the care provider, to knowing the price you pay covers everything you need – then a fully managed care service could be a better option, especially if you are vulnerable or have complex health needs.
How to arrange care with Helping Hands
We try to make arranging care simple and stress-free so that we can focus on what really matters: your care needs. Speak to our team today to begin your journey.
Speak to our team
Call our team of experts to talk through your options and any questions you may have
Free home care assessment
Your local Helping Hands manager will visit you to discuss your care requirements
Find your carer
We’ll help to match you with a carer who meets your preferences and has the right skills
Page reviewed by Kathryn Mahon, Regional Clinical Lead, on July 25, 2024.
How we wrote this page
This page has been produced referencing key insights and data from external experts, trusted medical sources and our team of in-house specialists. We have worked hard to ensure that all information is as accurate as possible and reflects current consensus at the time of writing and reviewing.