Are selection and training all there is to our quality standards? No. We also focus strongly on quality control, supervision and continuous education updates.
Let’s start with continuous education. Caregivers must undergo educational updates at least once a year. They are also required to refresh certain topics and undergo individual nurse orientation sessions prior to initiating a complex case, such as those involving advanced dementia, post-surgical recovery or severe mobility impairments. And they have access to dedicated online tools to revisit technical aspects of non-medical home care, as well as constant support from our nurses and administrative staff.
We perform meticulous client intakes. When you are ready, a nurse or another qualified staff member conducts a thorough assessment in the comfort of your home. Following an extensive protocol, the assessment interview generates a detailed medical and personal profile designed to understand your healthcare and in-home support needs, personality traits and lifestyle, as well as to help identify the best available caregiver to assist you.
Unless we are speaking to a healthcare professional, we do not perform assessments by telephone, but only at the client’s home or service site. A full assessment, depending on the case’s complexity, can last between one and three hours.
A caregiver is always accompanied by a staff member when he or she first meets with a client. This ensures a proper introduction to the client and strengthens a caregiver’s adherence to a plan of care’s details and understanding of customer preferences. It also offers opportunities for additional orientation or plan discussions within the service site.
We don’t take quality for granted – we inspect it. Assisting Hands nurses and staff members regularly visit clients’ homes to assess evolving health and service conditions. The visits offer us valuable opportunities to adjust service details, refine plans of care, assess a client’s changing health situation, act immediately on client concerns, and provide reports to family members or authorized representatives.
Free supervisory visits are an integral part of our plans of care. State regulations determine a minimum of one visit per quarter. Our minimal frequency is once a month, applicable in simple cases requiring professional assistance only a few hours a day. That is a minimum of twelve visits per year, at no extra cost, in addition to our initial assessments and home-preparation visits before services begin.
Complex cases are supervised at higher frequencies, also free of additional costs. If a client prefers even more frequent visits by qualified staff members, that is, supervisions happening more often than what is stipulated in his or her plan of care, they can be scheduled for a low fee.
Frequent communication. Whenever you need to contact us, you talk to a human being, not an automated menu. Our management staff is available 32/7: 8 hours in the office and 24 by telephone.
Each client is assigned a case manager, who oversees service execution and the evolution of a client’s needs, and acts as the main contact with the agency. Case managers email weekly reports to their clients’ authorized family members or legal representatives, followed up by phone calls. Telephone interactions with client representatives are essential feedback and information-sharing opportunities, especially when they don’t live in the same location as the client. They take place at least once a month.
These three core process families – stringent hiring and training requirements, intense supervision and quality control, and structured communication with clients – revolve around a key element of in-home services provision: risk management. From fall prevention and a client’s general safety to proper nutrition and medication reminders, professional home care services enhance wellbeing and help mitigate several risks clients are commonly exposed to.
You hire Assisting Hands for the peace of mind we provide; our processes are designed and continuously improved to ensure precisely that.
For learn more, please call us at (215) 882 8234 ext. 105 or 877-71-HANDS and request a visit by one of our representatives.