Meals on Wheels Service - Important Information for Service Users
How do I cancel my meals temporarily if I am going away?
How do I cancel my meals at short notice if I won't be at home Saturday and/or Sunday?
What happens if the driver comes with my meal at the weekend, and they cannot gain access?
What further checks will the Community Support Team make?
What will the Police do?
Can they come into my home if I am not there?
How can I avoid the Police having to get into my home or staff being in a vulnerable situation?
How do I cancel my meals temporarily if I am going away?
1. You can inform the driver who delivers your Meals-on-Wheels
2. You can ring the Curzon Centre on (01472) 325071, 9.00am - 5.00pm Monday to Thursday and 9.00am - 4.30pm Friday
3. You can contact the Advice Officer at the Care Management Team on (01472) 325181, 8.30am - 5.00pm Monday to Thursday and 8.30am - 4.30pm Friday,
4. You can contact the Agency who provides care for you - their telephone number will have been included in your information pack.
How do I cancel my meals at short notice if I won't be at home Saturday and/or Sunday?
If you need to cancel your meals on a Saturday or Sunday morning you can
1. Contact your care provider
2. Contact the Community Support Team on (01472) 325435
What happens if the driver comes with my meal at the weekend, and they cannot gain access?
1. The driver will make some basic visual checks - look through windows, both front and back, if accessible; observe if curtains are drawn; check with neighbours, if appropriate etc.
2. The driver will contact the Community Support Team and ask them to make further checks.
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1. The Duty Officer will contact the agency providing your care, if applicable, to see if any messages had been left with them
2. The Duty Officer will contact your named contact person, representative or next-of-kin
3. The Duty Officer will contact the local hospital to see if you have been admitted either onto a ward or Accident & Emergency
4. If unable to ascertain your whereabouts, and out of concern for your safety, the Duty Officer will contact the Police.
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What will the Police do?
As a last resort, and after making all the checks we can to locate you, and there are genuine concerns that you may have fallen, or been taken ill in your home, the Police will effect entry to your property in the least disruptive way as possible.
I have a keysafe that allows social care staff to enter my home, as I cannot get to the door. Can they come into my home if I am not there?
We advise staff that they should not enter your home if you are not there. However, they will not know you are not there until they have actually entered your home. Out of concern for you, they will check to see if you are in the house or in the garden.
How can I avoid the Police having to get into my home or staff being in a vulnerable situation?
Please let us know as soon as possible if you are going to be out when the driver delivers your Meals-on-Wheels.
If you would like to receive this information in another language or in another format such as large print, Braille or on audio tape, please contact Complaints and Communications on (01472) 325507, (01472) 325534 or email customerrequests@nelincs.gov.uk
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