Your questions, answered plainly

Kirsty and Kayleigh visit to meet your loved one, talk through what is needed and when, and complete a risk assessment. It usually takes 30–60 minutes. Family members who live away can join by phone or video.

None at all. You get a written plan and quote, and you decide whether to go ahead. No pressure, no hard sell.

Support can usually start within three days of your first call. Kirsty or Kayleigh do the first visit themselves and introduce your carer.

No. Aurora supports people with regular visits, so carers get to know your loved one.

One hour per visit, and one hour per week.

Visits can be between 8am and 9pm, seven days a week, including bank holidays and Christmas.

Yes. Most families combine two or three services. A visit can include companionship, household help, a wellbeing check and an outing when that is what the plan agrees.

Yes. We review the plan monthly, and Kirsty or Kayleigh stay in touch by text or email through the week. Hours and tasks can change without starting again.

Not currently. Aurora doesn't provide personal care, such as help with washing, dressing or toileting.

Yes. We offer companionship and practical support for people living with dementia or memory loss. Kirsty has dementia training and passes that on to our carers. If needs change and personal care is required, we will say so honestly.

Yes. We support couples, including where one partner is caring for the other.

Not currently. Our support is for older people, usually aged 65 and over.

Yes. A familiar carer can visit your loved one in hospital or a care home for company and a chat.

Yes. We can help someone settle back at home with shopping, meals, tidying and company, usually starting within three days of your first call.

No. Our visits run between 8am and 9pm, seven days a week.

No. Carers give verbal reminders only. Your loved one stays in charge of their own medicines. If a dose is refused or missed, the carer records it in the CareLineLive app and lets Kirsty or Kayleigh know, who will contact the family.

Every plan is built around one person, so we do not publish fixed prices. After a free home visit, Kirsty gives you a clear written quote.

We don't publish hourly rates. After your free, no-obligation home visit, Kirsty gives you a clear written quote. There are no set-up fees or hidden extras. The only additional charge is mileage when your loved one is driven somewhere during a visit.

Yes. Most of our clients fund their own support. We also accept council Direct Payments.

Invoices are monthly, in arrears, on the last Friday of the month. Payment is by bank transfer. The client, a family member, or someone with Power of Attorney can pay.

48 hours' notice is needed to cancel a visit; a cancellation fee applies to late cancellations. Ending support takes two weeks' notice.

We cover North Dorset, South Somerset and South Wiltshire, including Sturminster Newton, Shaftesbury, Gillingham, Sherborne, Wincanton, Mere, Bruton, Milborne Port and the villages around them. Not sure if we reach you? Call Kirsty with your postcode.

Our phone lines are open Monday to Friday, 8am–6pm. Families of existing clients can reach Kirsty or Kayleigh at weekends. New enquiries sent at the weekend are answered on Monday.

Kirsty or Kayleigh. Not a call centre.

Aurora Care AL Ltd is not currently registered with the Care Quality Commission (CQC), and we do not provide personal care.

All our carers hold their own public liability insurance and business car insurance.

Every carer is DBS-checked, trained and supervised before they visit a client. DBS checks are renewed yearly or via the DBS Update Service. Kirsty oversees recruitment. We do not use agency rotas.

All our carers are women.

Usually three or four familiar carers a month.

Someone they already know covers the visit.

We keep a small team around each person, usually three or four familiar carers a month, so your loved one is never greeted by a stranger.

Yes, through the CareLineLive app. Families can see the rota and read the carer’s notes.

We will say so plainly and point you towards someone who can help. No pressure, no hard sell.