We do not simply assign an aide to you and move on, nor do we feel satisfied by merely complying with minimal regulations and other legal requirements. Bringing a stranger into your home to assist a family member or yourself is a difficult decision. And we have all been there: our entire management team has cared for a loved one or used home care services at some point in our lives (some of us still do).
That’s why we go beyond minimum regulatory norms, why we believe that high quality standards must be a non-negotiable aspect of what we do, and the entire customer experience with Assisting Hands follows very structured processes.
Let’s summarize one of these process families and see how a typical client intake takes place. By typical we mean: there is no post-surgical urgency for the case to start, and you or your family have some days or weeks at your disposal to discuss and carefully prepare your in-home support routines. And remember: this is a summary only; each situation may call for more details or different steps to be undertaken by our team.
You have called us, we have had a few phone conversations, and now you have decided to start a more in-depth discussion with Assisting Hands. It will go through the following steps:
- When you are ready, a nurse conducts a structured interview to identify your care needs in the comfort of your home.
- There is no sales pressure. If you prefer to start only with the nurse assessment, a sales representative will schedule a visit when it is convenient for you and you are comfortable to discuss the next steps with Assisting Hands.
- Assessments are free of charges and take between one and two hours, frequently followed by additional phone conversations.
- The assessment protocol outlines a client’s health and personality profiles. It covers from your medical history to behavioral traits, from nutrition and housekeeping needs to mobility and incontinence issues, and much more.
- A detailed plan of care and a safety report are then issued. They contain service details and schedules, aide skill-level and profile recommendations, the supervisory-visit frequency, whether site-safety improvements are needed, and special requests or guidance that a client or family may provide.
- At this point, we sign our service agreement and other documents required by law, and a case manager is assigned to assist you. The case manager will coordinate all your services and be your main contact person within the Assisting Hands office.
- Our agreements are very detailed and contain all aspects of our service provision. Their underlying philosophy is full disclosure, no surprises.
- In parallel to all this, our scheduling and case management teams are busy seeking the best available caregivers who match your needs among our employees.
- After you formally approve your plan of care, our nurses meet with the chosen caregivers to present your case, instruct them and, if necessary, provide complementary training addressing critical aspects of your plan (such as operating a Hoyer lift, special meal requirements, or assisting a client with advanced dementia).
- We usually perform a pre-service safety-compliance visit, to check whether safety-report recommendations have been adopted. If there are significant risks, such as dangerous staircases or aggressive dogs, we may not be able to start services before those items are addressed.
- Finally, services begin. Whenever a caregiver first visits you, even if you have been using our services for months or years, he or she is accompanied by a qualified staff member to ensure a proper introduction and complete adherence to your plan of care and your personal preferences.
- Within the first 24 to 48 hours, we visit you again to check whether the first days or hours have run smoothly, or if plan adjustments may be necessary.
- In most cases, several staff and nurse visits take place over the first weeks, at no additional cost, to ensure satisfaction and complete caregiver compliance with your plan of care.
- Once services reach their routine, we start carrying our regular supervisory visits (which can take up to two months), as stipulated in your plan of care and service agreement. At the same time, we start sending to authorized representatives or family members customized service reports.
- You relax and start enjoying the peace of mind Assisting Hands Home Care provides.
In urgent cases initiated within a healthcare facility only, for clients who need post-surgical support and cannot wait, we change this process and perform a much quicker intake based on information provided by the facility’s professionals. Nonetheless, a full assessment still must be performed by a nurse within the first days of engagement with Assisting Hands.