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Here is a collection of the most frequently asked questions about
our business, CAREGivers, rates, and non-medical services
provided by Home Instead Senior Care.
Our Business
CAREGivers
Rates & Payment
Services
Home Instead Senior Care
Q: What makes Home Instead Senior Care different
from other companies?
A: We provide the highest standard of compassionate, personalized
care to seniors in the communities we serve. Our offices are
local - owner involvement is on a community based level. We work
hard to understand client and family needs and to ensure that
each client has compatible relationships with his/her CAREGivers.
You can be confident that we will be there when we are scheduled
to be there. Unique business processes, proprietary computer
systems, and training are part of the brand trust you get with
Home Instead Senior Care.
Q: Why should I use Home Instead Senior Care
rather than someone out of the newspaper?
A: There are several reasons why Home Instead Senior Care should be your
choice for your family’s supportive care needs. All of our CAREGivers
are screened, trained, bonded, and insured. Our large staff of quality employees,
including a Registered Nurse, able to perform client assessments and quality
assurance checks, ensures that your family member is well looked after.
Q: Are you a local or national company?
A: We have the benefits of both. Home Instead Senior Care is a national
licensed, franchise company with independently owned locations throughout North
America, Japan, Europe, and Australia.
Q: Do you have any information you can send
me?
A: Home Instead Senior Care has a large, detailed packet of all the aspects
of our service that we can send out to individuals at their request.
Q: Is the owner of the company involved in
the daily operations of the company?
A: Home Instead Senior Care, Toronto, is owned and operated by Bruce Mahony,
a long time resident of Toronto. He is in the office daily and involved in
the day-to-day operations of the business to ensure the quality that inspired
him to start this service. He has assembled a dedicated team of caring professionals,
from our office staff, our CAREGivers, and our Registered Nurse, all with an
emphasis on the personal aspects of a CARE GIVING business. Our clients become
part of our family and are treated that way.
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CAREGivers
Q: How do you select your CAREGivers?
A: Home Instead Senior Care CAREGivers go through an extensive selection
process which entails a phone screening, an interview at our local office,
and an orientation before they are hired. All of our CAREGivers have
successfully completed a thorough reference and criminal background check.
Each CAREGiver is also bonded and insured.
Q: What are the backgrounds of your CAREGivers?
A: Our CAREGivers range in age from college students to those in
their sixties who still have a lot to give to others. These wonderful people
come from all walks of life. Some have been professional CAREGivers,
such as retired nurses or nursing assistants, others have entered the caregiving
field and become certified Personal Support Workers. Some have found that office
jobs don't allow them to express their needs to share with others. Many of
them have cared for family members or neighbours on a long-term basis. When
we interview, we look for a warm and caring nature, good communication skills,
practicality and common sense, and a history of dependability.
Q: Are your employees bonded and insured?
A: Absolutely. We carry liability insurance and worker's compensation insurance,
as well as bonding all CAREGivers. You are totally protected in case
of accidental damage or injury.
Q: How do you train your employees?
A: Home Instead Senior hires experienced, mature, and most often certified
Personal Support Workers as CAREGivers for our seniors. Every Home Instead CAREGiver
participates in an extensive orientation program, which covers the most practical
topics and situations encountered in elder caregiving. Training begins upon
acceptance of the position. A CAREGiver begins his or her career with
Home Instead Senior Care at an orientation, learning about our company and
policies, about the expectations and needs of our clients, and much more.
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Q: Can I help choose the CAREGiver
and/or meet them in advance?
A: Yes, our clients can help select their CAREGiver and we discuss
the selection process during our in-home visit. We pay extra attention to assigning CAREGivers
that will be compatible and meet your service requirements.
Q: Does someone from your office contact us
to let us know the name of our CAREGiver or does someone
come out to introduce our CAREGiver to us?
A: After an initial screening and assessment is completed, the Home Instead
Senior Care staff person selects a CAREGiver(s) to fulfill the schedule
for the elderly client. On the very first scheduled visit the CAREGiver(s)
that will fulfill the assignment is introduced to the client prior to the first
shift.
Q: Do I get the same CAREGiver every
time?
A: We set a high priority on continuity. Whenever possible the same CAREGiver
will be assigned for all shifts. When we first sit down with you at your no-obligation
meeting, we spend time during the conversation discussing the types of personalities
you are comfortable with, as well as covering your service needs and the schedule
you would like us to follow. When we assign your CAREGiver, or team
of CAREGivers (depending on your needs), we take all of that information
into account. If you are happy with the person or people chosen for you, the
staffing will not change.
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Q: Can I change a CAREGiver?
A: You are always able to change a CAREGiver, for whatever reason.
We only ask that you give us adequate time to find a suitable replacement.
If you are in any way less than perfectly satisfied, we will change staffing
until you are satisfied.
Q: What happens if my CAREGiver is
sick?
A: As soon as a CAREGiver notifies us that they are unable to fulfill
a shift we will immediately seek a replacement. We employ a CAREGiver
team approach. If one CAREGiver is sick, another is normally available.
Q: Does your office have a supervisor "On
Call" at all times?
A: Yes, a supervisor is always available for emergency situations.
Q: Do you provide Workman's Compensation
for your employees in the event that they are hurt on the job?
A: All Home Instead Senior Care clients are protected in the event that
a Home Instead Senior Care CAREGiver is injured on the job. If an accident
occurs, the Workman's Compensation policy will cover loss of wages from any
injury that occurred on the job.
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Rates & Payment
Q: What are your rates?
A: Our rates are very competitive. For the current rates, please contact
the Home Instead Senior Care Office at 416-698-1384 for specific rate information.
Q: Do your rates change for evening, weekend,
or holiday services?
A: Our rates do not change for evening or weekend shifts. Holiday rates
for designated holidays are charged at 1 1/2 times normal rates.
Q: Who pays the CAREGiver - me or you?
A: Home Instead Senior Care handles all the billing, payroll, taxes, insurance,
and administrative responsibilities for you.
Q: How often do you bill for services? Do
I pay the CAREGiver directly? How are my payments tracked?
A: We invoice for services twice a month, on the 15th and the last day
of the month. We ask for payment within 10 days from date of billing. The bill
is all-inclusive. That is, all hours worked, and mileage or miscellaneous expenses,
are all in the invoice that you receive. All payments are tracked through our
computer software to ensure accuracy. We insist that the CAREGivers
never get paid directly. This avoids errors including double invoicing or underpayment
of federal and provincial employment taxes.
Q: Do you withhold taxes, or are the clients
responsible?
A: We are actual employers, rather than just a referral service. We handle
all taxes due to the government. The client is in no way responsible. You receive
one bill.
Q: Do I need to sign a contract?
A: We have a very flexible "Service Agreement" which may be cancelled
at any time with 24- hour notice.
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Q: Does someone from your office come to our
home to do an assessment?
A: Prior to utilizing Home Instead Senior Care's service, we are happy
to provide a "free assessment" to make sure that the client and our
service will be a compatible fit and to answer any questions, free of charge
and without obligation, to our senior clients and their families.
Q: Are your services available for the elderly
in nursing homes or assisted living facilities?
A: Yes, a growing number of our clients reside in a setting other than
their own home and we have had huge success working in facilities of all types.
We provide companionship to care facility residents who require additional
attention and/or personalized assistance.
Q: Do you have minimum hours of service?
A: We require a minimum of three hours per visit. You determine the length
and frequency of visits.
Q: Can I adjust a schedule once services have
begun?
A: We pride ourselves on our flexibilty. You are always in control of your
service schedule. As long as you meet our three hour-per-visit minimum, you
are welcome to adjust your schedule to meet your changing needs.
Q: Can you provide 24 hour/7 day a week care?
A: We can provide this service on a short-term, long-term, or respite basis.
We are one of the very few services that provide this service.
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Q: What is your cancellation policy?
A: Home Instead Senior Care is very responsive and has a liberal 24-hour
cancellation policy.
Q: Does Home Instead Senior Care have a supervisor "on
call" at all times, or does a service answer when the office
is closed?
A: Because our clients need service at all times of the day and night,
our supervisors are available at all times. Our telephones automatically forward
to the cell phone of the supervisor on call whenever the office is closed.
Although we do ask that calls are limited to questions about service during
the night and on the weekends, you will always reach someone who is familiar
with your situation and is able to help.
Q: What type of records do you maintain in
the home to keep us informed?
A: A "Client Binder" is maintained in the home to act as a communication
vehicle for both clients and CAREGivers. These binders contain client
information, as well as CAREGiver notes on daily activities, medications,
meals, etc. for each visit.
Q: Is Home Instead Senior Care a maid service?
A: No, we offer Home Support and Personal Care services. Our CAREGivers
can provide light housekeeping, laundry, and ironing, in addition to their
many other services.
Q: Can CAREGivers bathe clients?
A:Yes, we can bathe a client, provide stability during the bath or shower,
help the client back out, and help him or her to get dried off and dressed.
Q: Can CAREGivers administer medications
to clients?
A: While we cannot actually place a medication in a client's hand or mouth,
we certainly can remind a client to take medications, and can track the fact
in our log books that the client has taken the medications.
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