Family members and carers play a hugely important role in the lives of many of the people we support.

How we support customers

You can be confident that your loved one will receive high quality support with us. From the moment someone joins one of our services, they are given a dedicated Support Worker who becomes their main point of contact and gets to know them as an individual. Together they create a personalised support plan that sets out the person’s own goals — whether that’s building confidence, managing a tenancy, developing daily living skills, accessing education or employment, or maintaining their health and wellbeing — and a clear plan for how those goals will be reached.

Our support is always tailored to the person, never one-size-fits-all. We take time to understand each individual’s history, strengths, aspirations and any challenges they face, and we adjust the level and type of support as their needs change. Where it helps, we will also put your family member in touch with other organisations and specialist services who can offer additional support, so they have the widest possible network around them.

Right from the beginning, we focus on preparing our customers for greater independence, and we do everything we can to support them at every step of the journey. We know that moving on to more independent living can feel like an apprehensive time — for the individual and for the people who care about them — so we go at a pace that feels right and make sure no one feels they are facing it alone.

For more information on how your family member will be supported, visit the Your Moreways Healthcare journey section or read about it from a parent’s point of view.

Find out about our service specialisms and our wealth of experience as a social care provider by visiting the Our services section.

How we will work with you

Families and carers often understand a person in ways that no assessment or care record can capture. You know what motivates them, what worries them, and what has helped — or not helped — in the past. That insight is invaluable to us, and we see you as a genuine partner in the support we provide.

  • You might have navigated the health and social care system before arriving at Moreways Healthcare, and you may have a clear understanding of what has or hasn’t worked well for your loved one before.
  • That’s why, in line with each customer’s wishes and what’s appropriate for them, we will involve you as much as possible. With your input and contribution, we can build a fuller picture of the person and support them better.
  • We will keep communication open and honest throughout, giving you the chance to raise questions, share concerns and celebrate progress as your family member works towards their goals.
  • We always respect the wishes and privacy of the person we support, so the way we involve you will be shaped by what they are comfortable with — striking the right balance between their independence and your reassurance.

  • How you can give feedback
    • Your feedback and input is invaluable in helping us shape the services we provide. This can be particularly important when we are working with individuals with high levels of need or disability. If you would like to give us feedback, make a complaint or pay us a compliment, you can do so on our Compliments and Complaints page.
    • You can also share your thoughts directly with your loved one's Support Worker or our wider team at any time. We welcome open, ongoing conversation with families and carers, and we act on what you tell us to help ensure we are delivering the best possible services for the people we support.