FAQs
Q: How do I arrange for service?
A: With a simple phone call to 301.816.5020. You can reach us 24 hours a day.
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: Home Care Solutions has a customized client service approach. That means we build the hours and services around your specific needs and desires -- from one day to many, from one task to an ongoing schedule. We seek to avoid daily minimums wherever possible. Depending on where you live, we may even be able to offer our “Independence Plus!” program of a la carte services.
Q: Can I contact the agency after hours?
A: Yes, please call our number 301.816.5020 any time.
Q: Do you accept insurance?
A: Yes, we accept most long-term care insurance plans.
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 to our 24-hour number (24 hours 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: 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 number of hours of home care service per day?
A: We are able to avoid daily minimum hours of service for most of our clients, although we sometimes must ask for a minimum two-hour assignment. Depending on your needs and where you live, we may even be able to offer our fully flexible “Independence Plus!” program of a la carte services.
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: Most Home Care Solutions caregivers do not drive; however, Home Care Solutions can usually arrange for transportation if the request is received at least the day before the appointment.
Q: What type of screening does the agency perform?
A: We conduct a thorough screening. All caregivers must pass a pre-employment urine toxin screen, TB screening, 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 CPR and 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. person and a Sat-Sun person.
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 a supervisor call and check-in with me?
A: The answer is as often as needed to make sure everything is to your complete satisfaction. We check on new clients weekly, and we call ongoing clients every 30 days, or more often if there is an illness, a hospitalization or other concern. An RN supervisor will visit in person every 45 days.
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?
A: Yes.
Q: Will my caregiver clean my house and do my laundry?
A: Our C.N.A's do light housekeeping and laundry.
Q: Do I need to sign a contract with the agency?
A: Yes.
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, Power of Attorney'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 I hire is competent?
A: In addition to being state certified as a nursing assistant, geriatric health aide and/or home health aide, yearly certification in CPR and 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.
Q: What is the “Independence Plus!” Program?
A: This is a specialized program currently available to residents living on the campus of Charles E. Smith Life Communities who need an occasional helping hand and not a regularly scheduled aide.
Independence Plus! offers a menu of our most popular services, such as assistance with dressing or with a shower, doing a load of laundry, or medication reminders. Clients choose the services they need from this menu and pay only for the services they use. There are no minimums, no hourly fees, no hidden charges.
We plan to expand this service to other locations in the near future. Call 301.816.5020 for more information.