Question 1

What is non-clinical home support?

Accepted Answer

Non-clinical home support covers practical, day-to-day assistance that does not involve medical treatment or personal care. This includes things like collecting prescriptions, providing companionship, helping with light domestic tasks, supporting recovery after surgery, and coaching people to build independence. It sits alongside — not instead of — clinical care provided by the NHS or regulated care providers.

Question 2

What services does Karken Healthcare provide?

Accepted Answer

We provide five core services: Medication Delivery & MyMeds Reminders, Companionship & Practical Support, Post-Op Recovery Companion Support, Floating Support & Independence Coaching, and Optical & Healthcare Product Delivery. A sixth service — Community Transport — is pending licensing and not yet available.

Question 3

What areas do you cover?

Accepted Answer

We provide services across the United Kingdom. Our registered office is in Norwich, Norfolk, but our support is not limited to any single region. Please contact us to confirm availability in your specific area.

Question 4

Do you provide personal care such as washing or dressing?

Accepted Answer

No. Karken Healthcare does not provide personal care. This includes washing, dressing, toileting, medication administration, wound care, or any clinical activity. If you need personal care, we can help signpost you to an appropriate regulated provider.

Question 5

Are you registered with the Care Quality Commission (CQC)?

Accepted Answer

No, and we are not required to be. The CQC regulates providers of personal care and healthcare services. Our services are non-clinical and non-personal care, so they fall outside the regulated activities defined by the Health and Social Care Act 2008. We are transparent about this and encourage clients to ask questions if they are unsure whether our services are right for them.

Question 6

How do I arrange support for myself or a family member?

Accepted Answer

Simply get in touch by phone, email, or via our online enquiry form. There is no obligation at the initial stage. A member of our team will have a friendly conversation with you to understand your situation and identify the right support. We aim to have a plan in place quickly — often within 48 hours of first contact.

Question 7

Can I arrange support at short notice?

Accepted Answer

Yes. We understand that needs can arise quickly — particularly following a hospital discharge or a change in circumstances. We will always do our best to respond promptly. Contact us directly by phone for urgent requests.

Question 8

Is there a minimum contract period?

Accepted Answer

No. We do not require long-term contracts. Support can be arranged on a short-term, time-limited, or ongoing basis depending on your needs. Everything is confirmed in writing before support begins.

Question 9

How much does it cost?

Accepted Answer

Costs vary depending on the type and frequency of support required. We are transparent about pricing — there are no hidden fees. Please contact us for a no-obligation quote tailored to your specific needs.

Question 10

Can a GP, social worker, or housing officer refer a client to you?

Accepted Answer

Yes. We welcome referrals from GPs, hospital discharge teams, social workers, housing associations, and other professionals. We respond to all professional referrals within one working day and will be transparent if a referral falls outside our non-clinical scope.

Question 11

Are your staff DBS checked?

Accepted Answer

Yes. Every member of our team holds a current Enhanced Disclosure and Barring Service (DBS) certificate before working with any client. DBS certificates are renewed in line with our internal policy.

Question 12

Are your staff trained?

Accepted Answer

Yes. All staff receive induction training before working with clients, including safeguarding awareness, data protection, and service-specific training relevant to their role. We match support workers carefully to each client based on their needs and preferences.

Question 13

Is Karken Healthcare insured?

Accepted Answer

Yes. We hold comprehensive public liability insurance and professional indemnity insurance. Details are available on request.

Question 14

How do you match a support worker to a client?

Accepted Answer

Following our initial conversation, we identify the most suitable support worker based on the client's needs, preferences, location, and any specific requirements. We take this process seriously — a good match makes a real difference to the quality of support.

Question 15

How do you handle my personal data?

Accepted Answer

Karken Healthcare Ltd is registered with the Information Commissioner's Office (ICO) and processes personal data in accordance with the UK GDPR and the Data Protection Act 2018. We collect only the information necessary to provide our services and do not sell or share your data with third parties for marketing purposes.

Question 16

Can I access or delete my personal data?

Accepted Answer

Yes. You have the right to access, correct, or request deletion of your personal data at any time. To exercise your rights or raise a data protection concern, contact us at help@karkenhealthcare.co.uk.

Question 17

Do you share information with other healthcare providers?

Accepted Answer

Only where necessary to deliver your support and with your knowledge. We do not share personal data without a lawful basis for doing so. Where we liaise with other services — for example, a GP or housing officer — we will always be transparent about this.

Question 18

What do I do if I am unhappy with the service?

Accepted Answer

We welcome feedback and take complaints seriously. You can raise a concern by email at help@karkenhealthcare.co.uk, by phone on 01603 515 443, or in writing to our registered address. We will acknowledge your complaint within two working days and aim to provide a full response within ten working days.

Question 19

Can I escalate a complaint?

Accepted Answer

If you are not satisfied with our response, you may seek independent advice. As a non-CQC regulated provider, complaints about our services are not handled by the CQC. You may wish to seek advice from Citizens Advice or a legal professional.

Frequently asked questions

About Our Services

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