Thank you for your message and for taking the time to share your feedback. We're genuinely pleased to hear that you’ve been happy with the calibre of carers provided through our service over the past two years — ensuring high-quality, compassionate care is always our top priority.
We also completely understand your concerns regarding the ongoing agency fees, particularly around bank holiday rates and the overall cost given your long-term arrangement. While we aim to be as transparent and fair as possible with our pricing, our fee structure reflects the ongoing support, compliance, and safeguarding infrastructure we provide — not just at the outset when matching carers, but throughout the entire placement.
This includes:
•Regular oversight to ensure ongoing quality and satisfaction
•Full management of holiday cover, illness cover, and emergencies
•Ensuring compliance with employment and legal standards
•Providing ongoing support to both families and carers, seven days a week
Bank holiday rates are in line with standard practice across the sector, as carers are entitled to premium pay for working during these periods. However, we genuinely recognise the financial strain long-term care can cause and want to remain as supportive as possible.
Please don’t hesitate to get in touch directly if you’d like to schedule a call to talk this through further.
Kind regards
The Patricia White's Team
