Frequently Asked Questions
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
- What makes Home Instead Senior Care different?
- Why should I use Home Instead Senior Care?
- Are you a local or national company?
- Do you have any information you can send me?
- Is the owner of the company involved?
CAREGivers
- How do you select your CAREGivers?
- What are the backgrounds of your CAREGivers?
- Are your employees bonded and insured?
- How do you train your employees?
- Can I help choose the CAREGiver?
- Will you contact us with the name of our CAREGiver?
- Do I get the same CAREGiver every time?
- Can I change a CAREGiver?
- What happens if my CAREGiver is sick?
- Do you have a supervisor "On Call" at all times?
- Do you provide Workman's Compensation for your employees?
Rates & Payment
- What are your rates?
- Do your rates change for evenings and weekends?
- Who pays the CAREGiver - me or you?
- How often do you bill for services?
- Do you withhold taxes?
- Do I need to sign a contract?
Services
- Does someone come to do an assessment?
- Are services available for the elderly in nursing homes?
- Do you have minimum hours of service?
- Can I adjust a schedule once services have begun?
- Can you provide 24 hour/7 day a week care?
- What is your cancellation policy?
- Do you have a supervisor "on call" at all times?
- What type of records do you maintain?
- Is Home Instead Senior Care a maid service?
- Can CAREgivers bathe clients?
- Can CAREgivers administer medications to clients?
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.
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.
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.
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.
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.
Services
(click here to see our listing
of specific services)
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.
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.
