Client Matching & Introduction Policy

1. Purpose

Live In Care Partners aims to make introductions between clients and live-in carers based on the individual requirements, preferences and circumstances of both parties.

Our approach is designed to support informed choice and a suitable initial match while recognising that the client and carer remain responsible for deciding whether they wish to proceed.

2. Understanding the Client

Before making an introduction, we may gather the following information about the clients:

• Care and support requirements
• Relevant health or mobility needs
• Daily routine
• Lifestyle and interests
• Communication needs
• Cultural or religious preferences
• Household arrangements
• Pets
• Preferred carer characteristics
• Other practical requirements

We use this information to understand the type of carer who may be suitable.

We do not use the information to direct or manage the care provided after an introduction.

3. Understanding the Carer

We consider relevant information about potential carers, including:

• Qualifications and training
• Care experience
• Relevant skills
• Previous live-in care experience
• Personality and interests
• Communication
• Availability
• Lifestyle
• Relevant client preferences
• Information obtained through our vetting process

Carers must provide accurate information about their experience, qualifications and suitability.

4. Considering a Potential Match

When considering a potential introduction, we may look at:

• Whether the carer's experience is relevant to the client's requirements
• Whether the carer's skills are appropriate for the proposed arrangement
• Lifestyle and personality compatibility
• Availability and practical arrangements
• The preferences expressed by both parties
• Any other relevant information provided during the enquiry and vetting process

A potential match does not mean that either party is required to proceed.

5. Client Choice

The client and/or their authorised representative remains responsible for deciding whether to proceed with a proposed carer.

Clients should have the opportunity to:

• Receive relevant information about a potential carer
• Ask questions
• Speak with the carer
• Discuss the proposed arrangements
• Decide whether to proceed

A client is not required to accept an introduction.

6. Carer Choice

Carers are also free to decide whether they wish to consider or accept an introduction. They should have an opportunity to:

• Receive relevant information about the client
• Ask questions
• Discuss the proposed arrangement
• Consider whether the placement is suitable for them
• Decide whether to proceed

Neither the client nor carer is obliged to accept an introduction.

7. Information Shared During an Introduction

We will share information that is relevant and necessary to allow the client and carer to consider the proposed introduction. Information may include:

• Relevant care and support requirements
• Relevant health or mobility information
• Lifestyle and routine
• Interests and preferences
• Relevant household arrangements
• Carer experience and qualifications
• Skills and previous care experience
• Availability
• Other information relevant to the proposed placement

We will handle personal information in accordance with our Customer Privacy Policy, Carer Privacy Policy and Data Protection & Confidentiality Policy.

8. Consent to Share Information

Where appropriate, we will obtain the client's consent before sharing personal information with a potential carer.

Clients can tell us if there is information they do not wish to share, subject to legal or safeguarding requirements.

Carers will also be asked for appropriate consent before relevant personal information is shared with a potential client.

9. The Introduction

Once a potential match has been identified, Live In Care Partners may facilitate an introduction. This may involve:

• Providing relevant information to both parties.
• Sharing contact details where appropriate.
• Arranging an initial conversation or meeting.
• Allowing the client and carer to discuss the proposed arrangement.

The purpose of the introduction is to allow both parties to make an informed decision.

10. After the Introduction

Once the client and carer decide to proceed, they are responsible for agreeing the ongoing arrangement between them. This includes matters such as:

• Duties and responsibilities
• Daily routines
• Working arrangements
• Accommodation
• Rest and time away
• Payment
• Travel and expenses
• Notice arrangements
• How the arrangement will operate on a day-to-day basis

Live In Care Partners does not direct, supervise or manage the ongoing personal care provided by the carer.

11. Changes in Care Requirements

If a client's needs or circumstances change after an introduction, the client/family and carer are responsible for discussing and managing those changes.

Live In Care Partners does not continuously assess, review or update a client's ongoing care needs and does not amend active care arrangements.

Where a client requests an additional or replacement carer, Live In Care Partners may identify and introduce another potential carer.

12. Safeguarding

Safeguarding concerns will be taken seriously.

Where information received during an enquiry or introduction indicates that someone may be at risk of abuse, neglect or harm, appropriate action will be taken within our role.

This may include contacting the appropriate safeguarding authority or emergency services where necessary.

Further information is contained in our Safeguarding Adults Policy and Carer Safeguarding & Reporting Procedure.

13. Equality and Fair Treatment

We aim to make introductions fairly and respectfully.

We will consider reasonable preferences expressed by clients and carers when assessing compatibility, while ensuring that our service does not unlawfully discriminate.

Further information is provided in our Equality, Diversity & Inclusion Policy.

14. Confidentiality

Information provided by clients and carers will be treated confidentially and only shared where there is a legitimate reason to do so.

Information will not be shared unnecessarily.

Both clients and carers are expected to respect each other's privacy and confidentiality following an introduction.

15. Our Role as an Introductory Agency

Live In Care Partners' role is to:

• Understand client requirements
• Vet potential carers
• Consider potential matches
• Facilitate introductions
• Support the initial connection

We do not:

• Direct or supervise ongoing care
• Manage care plans
• Arrange ongoing rotas
• Monitor the quality of ongoing personal care
• Direct how personal care is provided
• Take responsibility for providing absence cover
• Make decisions on behalf of the client or carer about the ongoing arrangement

This reflects the distinction between an introductory agency and a provider that has an ongoing role in directing or controlling personal care, as set out in Care Quality Commission guidance.

16. Related Documents

This policy should be read alongside:

• Introductory Agency Policy
• Carer Registration & Vetting Policy
• Customer Privacy Policy
• Carer Privacy Policy
• Data Protection & Confidentiality Policy
• Safeguarding Adults Policy
• Equality, Diversity & Inclusion Policy
• Client Enquiry & Requirements Form
• Client–Carer Introduction Record
• Client Consent to Share Information with Carer
• Carer Consent to Share Information with Client