Are selection and training all there is to our quality standards? No. We also invest heavily in quality control, supervision and continuous education updates.
Let’s start with continuous education. Caregivers must take part in update educational modules at least once a year. They may also be required to refresh certain topics prior to initiating a new complex case, such as those involving clients with advanced dementia, severe mobility impairment, or recovering from complex surgeries. Caregivers also have access to dedicated online tools to revisit certain technical aspects of non-medical home care, as well as permanent support from our nurses and administrative staff.
We don’t take quality for granted – we check it. Our nurses and other qualified staff members regularly visit clients’ homes to assess evolving health and service conditions. The visits present us with valuable opportunities to adjust service details, refine plans of care, assess a client’s changing health situation, and provide reports to family members or authorized third parties.
Some supervision visits are planned, others are unannounced. Very importantly, a visiting supervisor is able to provide on-the-spot feedback to a caregiver, if necessary, and assess elements of a client’s plan of care that may require adjustments.
Supervisory visits are an integral part of our plans of care. Their minimal frequency is once per month, applicable for simple cases requiring caregiver attention only a few hours per day. That is a minimum of twelve visits per year, at no extra cost, in addition to our initial assessments and home-preparation visits prior to a new case’s beginning.
More complex cases are checked at higher frequencies, also free of additional costs. If a client prefers even more frequent visits by a nurse or other qualified staff members, that is, supervisions happening more often that what is stipulated in his or her plan of care, they can be scheduled for a low fee.
We also believe frequent communication with authorized family members or a client’s legal representatives is essential to ensure compliance with customer expectations and to discuss relevant changes our caregivers or staff members may detect in a client’s health or behavioral conditions. Prepared with information gathered during supervisory visits and from caregiver weekly reports, we email a written report to authorized recipients weekly or biweekly and follow it up with a phone call by a staff member. The combination of regular written reports and staff phone calls ensures communication flows smoothly between the agency and its customers, and that occasional issues are properly dealt with.
For more information, please call us at (215) 882 8234 and request an assessment visit by a representative.