What to expect during a visit from a Rowcroft member of staff
When a member of the Rowcroft team visits you at home, we want you to feel confident about who they are and reassured that you’re in safe hands. All of our nurses and staff carry official Rowcroft identification.
When they arrive
When they arrive, they will:
- Introduce themselves clearly
- Show you their ID badge
- Be happy to wait while you take a moment to check who they are
If they don’t show you their ID badge, please ask them to do so. Our team will always understand and support this. If you’re still unsure for any reason, please don’t let them into your home and call us on 01803 210800 to verify their identity.
Please note that some of our staff, including our community nurses, do not wear a Rowcroft uniform – but they will always have their Rowcroft Hospice ID with them.
Your safety and peace of mind matter to us. If you ever feel worried, unsure, or simply want to double-check something, please get in touch with our team. No concern is too small, and we’d always rather you asked.
What to expect during your visit
Our staff will take time to make sure they’re supporting you in the right way for your needs. This may include asking how you prefer to be addressed, what matters most to you, and whether there’s anything they should know about your preferences or routine.
They may also ask where they can wash their hands and where the bathroom is, so they can provide safe, respectful care during their visit.
During overnight care
If a Rowcroft nurse or healthcare assistant is staying overnight, they’re there to make sure you are supported and safe throughout the night. To stay alert and provide the best care, they may:
- Move around the home from time to time
- Step out of the room briefly if you are safe and settled
- Use a tablet or device for confidential notes, as long as this does not disturb you
Care that works around you and your family
We understand that families and friends often play an important role in caring for someone at home. If you’d like them to stay involved while we’re there, that’s absolutely fine.
You might want us to:
- Let a family member know if there are any changes in your condition
- Wake someone overnight if they’re sleeping elsewhere in the home
- Keep someone updated if they’ve stepped out for a short time
Just let the nurse or healthcare assistant know when they arrive, and they’ll make sure your wishes are followed.
If we’re providing care overnight, we’ll also check in with you about the morning routine – for example, whether someone would like to be woken, or what support is needed before we leave, such as washing or getting ready for the day.
Will I see the same person each time?
If you’re receiving ongoing care, we’ll always try to keep the number of different staff visiting you to a minimum. We know how important it is to see familiar faces.
However, this may not always be possible, depending on shift patterns and how services are arranged at the time.
Our team works closely with your wider healthcare professionals, such as your community nursing team, so everyone involved in your care has the information they need. This helps avoid you having to repeat your story more than necessary, and means care can be as smooth and joined-up as possible.
Your feedback matters
We really value hearing from you. Your experiences help us understand what we’re doing well and where we can improve.
If you’d like to share feedback about the care you or your loved one has received, you can:
- Share your story of our care via the independent online platform, Care Opinion. Care Opinion enables patients, families, and carers to give feedback about your care in your own words, at any time. Stories are published online (anonymously if you wish) and we can read, respond, and act on what you share.
- Email us at [email protected].
- Call us on 01803 210800
Whatever you choose, we’re always grateful to hear from you.
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