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FAQ

Why can’t we just have one caregiver all the time for our loved-one?

We wish it could be as simple as that. We believe, foremost, that when there are just one or two caregivers working with a client it tends to create a potential for bad relationships. We believe there needs to be at least 3or 4 caregivers, who are rotated on a regular basis, familiar with the case, who can provide the level of care required.

Our goal is to have consistency of care services. We try our hardest, as part of the consistency of services, to have certain caregivers assigned to certain clients on a rotating basis. Often times, part of life in the health care industry requires that more than one caregiver be available. We wish it never happens, but it does and will continue to happen.

With many of our clients, there will probably be a time,or times, when there are many different caregivers providing services.

So, what happens if your caregiver doesn’t show up to provide home care, or they are late?

When AtHome Care accepts to provide care for a client, we promise to have, as much as possible, coverage for the times and the shifts we said we would. We go so far as to have our staff fill in and work cases when our caregivers, or a replacement caregiver, is unavailable. If our caregiver doesn’t arrive to provide the care when they are supposed to, we ask our clients to immediately call us and let us know. Only then can we put things in motion to get a backup caregiver or staff person on their way to work. We have a staff person available 24 hours a day, seven days a week, to respond to your call.

What happens if we don’t like the caregiver?

One of the reasons AtHome Care has a staff person bring a caregiver for their personal introduction to the client,is to ensure you are comfortable with the caregiver. The staff person also reviews with the caregiver the duties they will be performing and ensuring the caregiver is comfortable and can perform the level of care required. If you don’t like our caregiver, for whatever reason, we will immediately replace that caregiver. However, we would ask all our clients to be reasonable and consider why the caregiver is not liked. Our experience is that often time’s dislikes have nothing to do with the caregivers ability to be compassionate and provide good care services.

Rather, dislikes are often associated with the way the caregiver looks, or the way they are dressed, or other issues such as these. We believe these issues can very often be overcome if the client just gives the caregiver a chance. Nonetheless, we will immediately replace a caregiver at the client’s request.

How do I change the schedule if we want more or less home care services?

If you would like more or less hours of service all you have to do is call the office and speak to any staff person.

Tell them what your scheduling needs are and we will usually be able to accommodate you. Please, we ask that you call us well enough in advance so we can properly inform our caregivers of any changes in service. Also, we ask that you do not make any schedule changes through our caregivers. This will save us all potential problems.

Can the home care provider help with writing out the bills or help with banking?

No they can’t, it is strictly against AtHome Care’s policy. If our caregivers do, they will be fired from our employment. We can’t emphasize enough that our caregivers provide care services only and are not to be involved in any way, shape, or form with our client’s financial affairs. We feel confident the reasons for these policies are obvious. If you need assistance with bill paying or need assistance with other financial matters, don’t hesitate to call us. We will give you a list of individuals and companies in you area that will assist you in these matters.

What if I like the caregiver so much I want to give them a gift?

Our caregivers are not allowed to accept a gift of any form from our clients or the client’s friends or relatives without prior authorization from AtHome Care. If they don’t follow this policy the caregiver will be immediately terminated from employment with AtHome Care. All our caregivers understand this. If you feel a desire to give a caregiver a gift, of any form, we ask that you put those desires in a letter to the Branch Manager, detailing the item(s) you wish to give and the caregiver you wish to give them to. Upon management’s approval the caregiver may then be allowed to receive the gift.

What do we do if we have a question about our home care service invoice, or have other questions or issues we want to discuss?

Feel free to call us at any time if you have a question or issues you want to discuss. Billing and payment questions are best received during our regular office hours of between 8 A.M. and 5 P.M., Monday through Friday. Then we would be able to have access to the records to better serve you in answering your question. If you have questions regarding care, changes in schedule, or other questions or issues can be made to us 7 days a week. There is always a staff person available to respond to your needs after normal working hours and on weekends.

What if they get hurt?

We have training and guidelines for our employees to follow if they are injured. They are to immediately call the office and take any necessary further steps to insure that the level of care that is to be provided to a client continues (if by another caregiver or one of the staff members of AtHome Care). The employee will be covered by Workers Compensation Insurance by AtHome Care.

How do I know that my family member is safe?

AtHome Care makes sure to take every precaution to insure the safety of our clients. We do this by conducting a thorough criminal background check. We also want our clients to feel that the items in their home are safe and can be compensated for if something should happen to them, in order to do this, AtHome Care employees are bonded against theft.

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