Coming home from hospital
Your loved one is due to be discharged and needs support at home. Read more about care after hospital discharge.
Your first call with Elder
Not sure where to start with care? Speak with one of our care advisors about your loved one’s needs, ask questions and explore your options. The call is free, takes around 20 minutes and comes with no obligation.
0333 920 3648
What to expect
What happens on your first call
Your first call is a relaxed, no-pressure conversation with one of our care advisors. You tell us about your loved one and what’s been happening, and we talk you through the care that could help. It’s free, there’s no obligation, and nothing happens until you’re ready.
Every call is different, but most follow the same shape:
01
We listen to your story
Your care advisor will ask about your loved one: who they are, how they’re managing and what’s made you start looking for care. There’s no paperwork and nothing to prepare.
02
We talk through your options
Based on what you share, we’ll walk you through the types of care that fit your situation, and any funding or NHS support that might be worth looking into.
03
You can ask us anything
Ask us the tough questions: what it costs, what carers are like, what happens if it doesn’t work out, or how quickly care could start. No question is too small or too blunt.
04
You decide what happens next
You’ll leave the call with clear options and a weekly price. If you’d like to go ahead, we’ll explain the next steps. If you’d rather talk it over with your family first, that’s fine too.
Flexible care solutions
Not sure exactly what you need? That’s completely normal
For many families, this is the first time they've ever arranged care. You
may not know whether you need full-time live-in support, a few days a
week, or something in between – and that's okay.
Our job isn't to fit you into a box. It's to understand your situation and
find a care arrangement that genuinely works for your family – whatever that looks like.
Full-time live-in care
A dedicated carer lives with your loved one, helping with daily routines, personal care and companionship, with someone there day and night.
Part-time live-in care
Ongoing live-in care in the home for a few days a week, or for midweek or weekends – flexible arrangements tailored to your timeline.
Respite care or short-term support
Temporary cover to give family carers a break, or to bridge a gap while longer-term arrangements are put in place. Or perfect for a specific period of recovery or transition.
Not sure which one fits? Our care advisors will be happy to help you work it out.
What we’ll ask about your loved one
Our questions help us understand what support would make a difference, and whether carers introduced through Elder can provide it. You don’t need a diagnosis or a plan. Just tell us what’s been happening at home.
We’ll usually ask about:
Who they are
Their personality, what they enjoy and what a normal day looks like
Their health and care needs
Any conditions, such as dementia or Parkinson’s, how they get around, and help with washing, dressing and meals
Nights
Whether they need help during the night, and how often
The support they have now
Family, visiting carers or a care home, and what is or isn’t working
Their home
Where they live, and whether there’s a spare bedroom for a live-in carer
Timing
When you’d like care to start, and whether it’s ongoing or for a set time
Carer preferences
Whether you’d like a male or female carer, a particular language, someone who drives or someone with shared interests
Who’s involved
Anyone else in the family who’ll help make the decision
We’ll also ask about anything that could affect whether we can help, such as certain medication or medical equipment. Some needs, such as giving controlled drugs or injections, aren’t something carers introduced through Elder can support. If that applies to your loved one, we’ll talk it through with you.
What we’ll explain about how Elder works
We’ll go through how Elder works and how you find and choose a carer, so you know what to expect before you decide anything.
How you choose your carer
Elder is an introductory agency. Self-employed carers apply to support your loved one, you see their profiles, experience and videos, and you choose who you’d like.
How the rota works
Your main carer usually stays for around four weeks at a time, then takes a break while a cover carer steps in. You choose the cover carer too.
What carers can help with
We’ll talk through the support your loved one needs, and what carers introduced through Elder can and can’t help with. Read more about what a live-in carer can do.
Days and nights
We’ll explain how a carer’s day fits around your loved one’s routine, including their breaks and any help at night.
How much it costs
We’ll give you a weekly price based on your loved one’s needs, and explain what’s included and what isn’t, such as the carer’s food and travel. See how much live-in care costs.
Your two-week trial
If it isn’t right, you can stop during the first two weeks and pay only for the days of care you’ve had. After that, there’s a two-week notice period and no exit fees. Read more about how the two-week trial works.
Why families call us
Families call us at all sorts of moments. Some of the most common are:
A care home that isn’t working out
Your loved one hasn’t settled and wants to be back home. Read more about moving back home from residential care.
Visiting care that isn’t enough
Your loved one sees a different carer each day, or there’s no one there at night.
A family carer who needs a break
Someone in the family needs time off, or you’re going away. Respite care can cover it.
A change at home
A current carer is leaving, or a partner who was caring has passed away.
You’re just starting to look
That’s a good time to call. You don’t need to be ready to decide.
8,000+ FAMILIES HELPEDCare that feels like family,
Care that feels like family,
arranged by you
“I didn't want to move her into 24-hour care, so got in touch with Elder... they were great. They took the pressure right off me”.
- Sue, Elder customer
Sue arranged live-in dementia care through Elder so her mum could stay happy in the home she loved, with her dog by her side, while Sue stepped back from being her full-time carer.
“I was seeing my mum as my mum and not as a carer, so that was ideal for me”.
“As the Alzheimer's advanced, she was less able and needed more care, but we were able to stay in our own home”.
Read more storiesHow to get ready for your first call
You don’t need to prepare anything. If it helps, have a think about:
- What a typical day looks like for your loved one
- When you’d like care to start
- Whether there’s a spare bedroom for a carer
- Who else in the family would like to be involved
What happens after your call
- We email you a summary: It covers the options we talked about, your price and a link to set up your MyElder account.
- You complete your care appraisal: It’s a short online form about your loved one’s needs, and it takes about 15 to 20 minutes. Learn more about what your care appraisal covers.
- We have a follow-up call: Your care advisor books a time to talk again and answer anything new. If other family members want to join, we can set up a video call.
- Your care search begins: Once our Safety and Trust team has reviewed your care appraisal, carers can apply and you choose who you’d like.
Want to see the whole journey? Read how Elder works, from your first call to the first day of care.
Why Elder
Why families choose Elder
We're not the only way to arrange care at home, but families tell us Elder is the one they trust. Here's why.
You choose who comes into your home
Browse real carer profiles, read reviews from families like yours, speak to carers before committing, and make the choice yourself. Nobody is ever assigned to you without your agreement.
15,000+ five-star reviews
More than 15,000 reviews for the carers on our platform help you pick the best for your loved one. Read what they say – because their word matters more than ours.
Real peace of mind, wherever you are
Daily updates, notes and photos from your carer through the MyElder app mean you always know what's happening, without having to chase. This helps especially if you live far away.
The whole family, kept in the loop
Give siblings or other relatives their own access to MyElder, so everyone stays informed, not just the person who set care up. No more relaying updates between family members.
A real person to call, seven days a week
Your dedicated Family Support Specialist is there when things feel uncertain, whether you have a practical question, need reassurance, or something needs sorting quickly.
Rigorous vetting before introduction
Every carer goes through identity checks, Enhanced DBS or PVG checks, right to work verification, and professional references, all completed before introduced to a family.
Meet our care advisors
Each care advisor brings their own experience, from dementia and hospital discharge to urgent and short-term care. They’re here to help you find the right care, not to sell you something. Get to know our care advisors before you call.
Harry
SENIOR CARE ADVISOR · 3 YEARS300+ families helped
“Since joining Elder three and a half years ago as a Senior Care Advisor, I've had the privilege of guiding over 300 families. I specialise in finding the right carers for any location, work driven by my deep-seated passion for helping people. I find immense fulfilment in supporting people to live safely and happily in the comfort of their own homes”.
Specialisms: Any-area carer matching
Ryan
SENIOR CARE ADVISOR · 3 YEARS240+ families helped
“With over three years' experience as a Senior Care Advisor and Team Lead at Elder, I have helped 240 families arrange care for their loved one. I specialise in complex care, including dementia, hospital discharge, and palliative and end-of-life care. I am committed to delivering high-quality, tailored support that prioritises dignity and comfort for every family I work with”.
Specialisms: Dementia, hospital discharge, palliative care
Kristy
SENIOR CARE ADVISOR · 2 YEARS135+ families helped
“With 11 years in the care industry, including over two years at Elder, I have extensive knowledge of managed and introductory care. I specialise in rapid live-in care placement for conditions such as dementia and Parkinson's, as well as end-of-life care, and I help families bring loved ones home. I provide expert, consultative advice so that everyone I work with is treated with dignity and respect”.
Specialisms: Homecare, dementia, end of life & Parkinson's care
Yousef
SENIOR CARE ADVISOR · 4 YEARS100+ families helped
“With nearly four years' experience as a Senior Care Advisor, I have helped over 100 families through a range of care journeys. I specialise in respite care, holiday cover and enablement, drawing on a multicultural perspective from living in Sweden, South Korea and the UK. My path into care was inspired by my own family's experience, and it drives my commitment to providing expert guidance with genuine empathy”.
Specialisms: Respite care, holiday cover, enablement
Danny
SENIOR CARE ADVISOR · 2 YEARS120+ families helped
“With 15 years' experience, I have spent the last two and a half years at Elder as a Senior Care Advisor. I have helped 120 families by building relationships and taking the time to understand their specific needs. I am committed to using my communication skills to connect families with the high-quality care their loved ones deserve”.
Specialisms: Relationship building, understanding needs
Laura
SENIOR CARE ADVISOR · 2 YEARS150+ families helped
“As a Senior Care Advisor with two years at Elder and a master's degree specialising in dementia, I provide expert family-centred guidance. I have helped 150 families, drawing on my knowledge of elderly health conditions and carer matching to offer compassionate support. My aim is for families to feel confident and informed throughout their journey, and I do that by giving honest, clear advice”.
Specialisms: Carer matching, elderly health conditions, dementia support
Damian
SENIOR CARE ADVISOR · 4 YEARS380+ families helped
“With four years' experience at Elder, I support families through complex transitions and specialise in social care funding. Having helped over 380 new families, I draw on my professional expertise alongside personal experience of caring for my own father. I am dedicated to helping families find stability and high standards of care, so their loved ones can live comfortably at home”.
Specialisms: Social care funding, carer matching, returning customers
Talk to someone who’s been there before
Whether it’s dementia, a hospital discharge or care that’s needed this week, our care advisors have helped families in your position. Give them a call and see how they can help.
FAQs about your first call with Elder
Still have questions?0333 920 3648