Not sure where to start?
How care works
Care that starts with listening
Finding care can feel like a big decision, and you do not need to have it worked out before you speak to us. Tell us what is happening — we will listen, answer your questions and explain the options in plain English, and keep the process unhurried from your first conversation to the day your care begins. If you would rather read first, our help and guidance covers choosing care, staying safe at home and looking after someone.
The care journey
Starting care with Muzaana
Every situation is different, but most care arrangements follow five simple steps.
Step 1: Start with a conversation
Call us or send an enquiry. We will ask a few simple questions about the person who needs care, where they live and the support you are considering. There is no pressure to decide anything during this first conversation.
Step 2: Meet us for a care assessment
A member of our care team will meet you, usually at home, to understand daily routines, health needs, preferences, risks and what a good day looks like for you. Family members or a chosen representative can join the conversation.
Step 3: Agree your care plan
We will write a clear care plan around the support that has been agreed. It will explain what our carers will do, when they will visit and the outcomes that matter to you. We will also explain the proposed cost before care begins.
Step 4: Meet your care team
We will introduce carers who suit the person’s needs, routines and preferences. We aim for familiar faces and dependable visits, while managing holidays, sickness and changes safely.
Step 5: Begin care and keep reviewing it
Care begins on the agreed date. We keep in touch, review the plan and make changes when needs, routines or circumstances change.
Care built around the whole person
The assessment is a conversation, not a test.
It helps us understand what support would make daily life safer, easier and more comfortable.
- Daily routines and personal preferences
- Mobility and safety at home
- Medication and health needs
- Personal care
- Food and drink
- Communication, language and culture
- Interests and companionship
- Family involvement
- Preferred visit times
- Risks or specialist support needs
If the person cannot make every decision independently, we will work appropriately with their family, representative and relevant professionals while keeping the person’s wishes and wellbeing at the centre of the plan.
Need care sooner?
Care may be needed quickly after a hospital stay, an illness or a sudden change at home. Call the team and tell us what has happened. We will explain what we can arrange and the next practical step.
Understanding the cost of care
The cost depends on the type of support, the length and frequency of visits, and whether overnight or live-in care is required. Before care begins, we will explain the proposed charges clearly so you can make an informed decision.
Whether your council or the NHS may pay towards it is a separate question, and one worth asking before you decide anything. Our advice and funding guides explain council and NHS assessments, how the financial assessment works and which benefits can help.
Questions people often ask before care begins
What if I am not sure how much care is needed?
That is a very common place to start, and it is not a problem. Tell us what has become difficult or what you are worried about. The assessment is there to work out a sensible starting point together, and the plan can be changed once care is underway.
How quickly can care start?
It depends on the assessment and on what can be arranged at the time, so we will not put a date to it before we can stand behind it. If the need is urgent, call the team and tell us what has happened — we will explain what we can arrange and the next practical step.
Can family members join the assessment?
Yes. Family members or a chosen representative are welcome to join the conversation, and many people prefer it that way. The person receiving care stays at the centre of it.
Will the same carers visit regularly?
We aim for familiar faces and dependable visits, and we introduce the carers who suit the person’s needs, routines and preferences. We cannot promise that one named carer will attend every visit — holidays, sickness and changes have to be covered safely — but continuity is something we plan for rather than leave to chance.
Can the care plan change later?
Yes. The plan is written to be reviewed. We keep in touch once care begins and change it when needs, routines or circumstances change.
What happens if care needs increase?
Tell us as soon as you notice the change. We will review the plan with you and explain what can be arranged. If the need moves beyond what we can support safely, we will say so plainly rather than stretch a plan that no longer fits.
Is there a charge for the assessment?
The team will confirm any charge with you before an appointment is booked, so nothing is arranged before you know where you stand.
Can a hospital or other professional make a referral?
Yes. We accept enquiries from health and social-care professionals, local authorities, advocates and other authorised representatives. There is a separate route for professional referrals with the details we need to get started.
Talk to our care team
Let’s talk about the care you need
Tell us a little about your situation. A member of our local care team will contact you, listen and explain the next step.
You can contact us for yourself, a family member or someone you support professionally.
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