Frequently Asked Questions For Families & Friends
We offer a range of services to meet different needs. We encourage you to explore our website to understand the different types of support available and find the option that feels right for you or your family member.
We understand that choosing support can feel like a big step, and everyone’s needs are different. We offer a range of services designed to provide flexible, person-centred support. You can explore our website to learn more about what we offer and take your time to find the option that feels right for you or your family member.
Getting Started
Who can access Mediline services?
We support adults with a range of needs, including learning disabilities, autism, mental health needs, physical disabilities, older adults and people with complex support requirements as well as others with diverse support needs.
How do I arrange support for my family member?
Support is usually arranged through your Local Authority. However, we can guide you through the process and also discuss private arrangements where appropriate.
Can I visit the service before making a decision?
We actively encourage individuals and their families to visit, have conversations, and get to know the team so you feel confident in your decision, and we can support a gradual transition if needed.
Day-to-Day Support
What kind of support will my family member receive?
Your family member will receive personalised, person-centred support tailored to their individual needs, preferences, and goals. This may include support with daily living, maintaining independence, accessing the community, and promoting overall wellbeing, among other areas.
Will the same staff support my family member?
We aim to provide consistent staffing so individuals can build trust, develop meaningful relationships, and experience continuity of care.
How are support plans created?
Support plans are created in partnership with the individual and, where appropriate, their family and professionals, and are regularly reviewed and updated to reflect their evolving needs and preferences.
Communication & Involvement
How will I be kept informed?
We keep you informed through regular updates, reviews, and direct contact with the service team, and encourage families to remain involved and engaged
Can I be involved in reviews and decisions?
Yes, where appropriate and agreed, families and advocates are actively involved in reviews and ongoing planning.
Can we request a review at any time?
Absolutely. Reviews are not limited to scheduled meetings, if something changes or you have concerns, you can request a review at any time.
Who do I contact if I have concerns?
If you have any concerns, you can contact the Service Manager or our central office at any time. We take all concerns seriously and will listen, respond promptly, and work with you to resolve any issues. We also have a clear and accessible complaints process if needed.
Flexibility & Additional Support
Can we request additional support hours?
Yes, additional hours can be requested. These would usually need Local Authority agreement, but we will support you through the process.
Can we purchase additional support privately?
Yes, additional support can be arranged privately. Please contact us to discuss your requirements and the support options available.
Can my family member have overnight support if needed?
Yes, overnight support can be arranged based on assessed need or through private arrangements.
Can my family member stay overnight elsewhere (e.g. with family or friends)?
Yes, we support independence and flexibility. We just ask that you keep us informed in advance so we can ensure support is coordinated.
Health, Wellbeing & Safety
How do you support health and wellbeing?
We work closely with GPs, health professionals, and specialists to ensure the right support is in place, helping to promote both physical health and emotional wellbeing.
How is medication managed?
Medication is managed safely by trained staff in line with strict policies and procedures. This includes careful recording, regular checks, and ongoing oversight to ensure safe and consistent practice.
What happens in an emergency?
Staff are trained to respond quickly and appropriately in any emergency situation. They follow clear procedures, which may include providing immediate support, contacting emergency services where needed, and notifying families or professionals. Safety and wellbeing are always the priority.
Daily Living & Lifestyle
Will my family member be supported to access the community?
Yes, we actively support people to access and engage with their local community in ways that are meaningful to them, including social activities, hobbies, and opportunities such as work or volunteering where appropriate.
Do you organise activities and events?
Yes, we regularly organise activities such as social events, community outings, and themed events across our services.
Can families visit?
Yes, families and friends can visit at any time, and we actively encourage you to be part of events, activities, and everyday life in your loved one’s home.
Can dietary or cultural needs be supported?
Absolutely. We respect individual preferences, cultural needs, and dietary requirements and physical or medical needs, and ensure these are reflected in each person’s support.
Finance & Practical Matters
How are finances managed?
Support with budgeting and managing money can be provided where needed, based on the individual’s needs and preferences. We aim to do this in a safe, transparent way that supports independence and choice.
Are there additional costs?
This depends on the funding arrangement. We are always transparent and will discuss any additional costs with you.
Quality & Reassurance
How do you ensure the service is safe and high quality?
We ensure high standards of safety and quality through regular audits, well-trained staff, strong internal oversight, and external regulatory inspections, all focused on delivering safe, effective support.
Can I speak to other families or see examples of your work?
Yes, we can arrange for you to speak with others who use our services or share case studies and success stories.
What makes Mediline different?
At Mediline, everything we do is shaped by person-centred support, strong values, and experienced staff who are truly committed to helping people live the life they choose.
For Existing Families
Can support be changed if needs change?
Yes. We regularly review support to make sure it remains appropriate and effective. If someone’s needs change, we work with them and, where applicable, their family or funding authority to explore adjustments to the support provided, subject to funding and agreed care arrangements.
What if I feel something isn’t working?
We want people to feel comfortable speaking up if something doesn’t feel right. We will listen carefully, take concerns seriously, and work with you to understand what isn’t working and how it can be improved. We will then take appropriate action to address the issue as quickly as possible.
How do you involve people in improving the service?
We actively encourage feedback from the people we support and their families. This can be shared in a variety of ways, including day-to-day conversations, formal reviews, and feedback opportunities. We listen carefully to what people tell us and use it to help develop and improve our services.