Q: How do I arrange for service?
A: With a simple phone call to our customer service number. Anyone of our friendly staff can handle your request and make suggestions if needed.
Q: I'm not sure what I need - can someone help me figure it out?
A: Yes - our staff is trained to help you determine what your service needs are, and how to best meet them.
Q: What hours are available?
A: There are no restrictions other than our 4hr. minimum. Your care plan is tailor-made for you by a Registered Nurse.
Q: Can I contact the agency after hours?
A: Yes, our office voice mail will give you the after hours phone number to call to be connected to the manager on call.
Q: Do you accept insurance?
A: Yes, we accept most long-term care insurance plans. We are also a provider under Department of Medical Assistance Services (Medicaid)
Q: How do I file the claim?
A: We do it for you! And we bill them directly.
Q: What if I want more service then my insurance allows?
A: We will bill you for the remainder.
Q: How can I cancel the service I requested?
A: With a simple phone call (24h in advance)
Q: How much is the cancellation charge?
A: There is no cancellation charge.
Q: Whom do I call if my caregiver is unable to work?
A: We replace our workers if one is not able to work because of accident or illness, or requested day off.
Q: What exactly is covered by your fees?
A: All the services we provide, except a per mile charge for mileage if our workers use their vehicle to transport you.
Q: Will the agency respond to requests for "short notice" services?
A: Absolutely! We pride ourselves on short-notice staffing!
Q: Is there an extra charge for these services?
A: No, never.
Q: Is there a minimum or a maximum number of hours of home care service per day?
A: We have a 2hr. minimum per day and no maximum! We staff 24h and Live-in. We do ask our clients to be flexible when requesting short hours of service.
Q: Is there a minimum or a maximum number of hours of home care service per week?
A: There is no per week minimum or maximum.
Q: Is there someone available to assist me 24 hours a day, 7 days a week?
A: Yes, our office number is a 24hour number. If you call after hours or on weekends, you will be connected to the manager-on-call.
Q: How long will it take someone to return my call after business hours?
A: If you do not reach our manager on-call directly via cell phone, a message left on the cell phone will generally be answered within the hour.
Q: How do I make changes to the initial caregiver schedule?
A: A simple phone call to our office. Our staff can handle your request.
Q: Do the aides provide transportation if needed?
A: Our caregivers are allowed to provide transportation in their personal vehicle or our client’s vehicle under certain conditions. We are glad to discuss this with you if driving is a service you feel you may need.
Q: What type of screening does the agency perform?
A: A pre-employment urine toxin screen, a Tri-State criminal check, previous employment verification and personal reference verification. All of our aides are bonded and insured, and must be current on all documentation, including State certification.
Q: How long will I wait for service after placing my request?
A: We can staff a case within hours in most cases.
Q: Will the same caregiver assist me every day or will it be somebody different?
A: We strive for continuity of care. For 7day/week service we generally provide a Mon-Fri. caregiver and a Sat-Sun caregiver.
Q: Will someone from the agency call to see if I am satisfied with the services provided to me?
A: Not only that, we make in-home supervisory visits. We also send out surveys from time to time so that you may rate us and make suggestions anonymously.
Q: How often will they call and check-in with me?
A: We make supervisory visits a minimum of every 3 months, more often if needed. We call whenever necessary.
Q: Will I be responsible for providing meals for the caregiver?
A: No. Only Live-In cases require meals to be provided.
Q: Will my live-in caregiver require a private bedroom?
Q: Will my caregiver clean my house and do my laundry?
A: Our caregivers do light housekeeping and laundry.
Q: Do I need to sign a contract with the agency?
Q: How long is the contract good for?
A: Until service is terminated.
Q: Do I need to have a qualified, elder-law attorney review this contract before signing it?
A: It is a simple straight-forward contract, but of course you are always welcome to have a family member or attorney review it before signing.
Q: Will you coordinate my care with my doctor?
A: We gladly coordinate our care with multiple disciplines (MD, social workers, case manager,) as well as family members, POA's and any important people you designate when the need arises.
Q: Will my services be kept confidential?
A: Maintaining privacy and confidentiality is the law. No one has to know you are receiving our services if you don't want them to.
Q: How can I be sure the aide providing my care is competent?
A: In addition to being state certified as a nursing assistant or personal care aide, yearly certification in OSHA standards are required of all our employees. Our aides are also required to attend 12hrs of in-service education a year, in our office.
Some of our in-service topics are:
Phone: (910) 891-4800
Phone: (919) 209-0442
I am very happy with your service. Thank you for sending me such a wonderful helper. I feel truly blessed. I hope you and your staff will be my agency for as long as possible.