Assisting Hands Home Care answers commonly asked questions about home care services:
In-Home Caregivers
What are the qualifications of the people who train your caregivers?
All of our caregivers are employed by Assisting Hands Lombard and are trained beyond the minimum requirements of the State of Illinois. Many are CNA's, and even if they are, they also have to take our state approved training course before attending a hands-on orientation in our office as well.
How are your caregivers supervised?
We have experienced and trained staff who supervise the Caregivers. We do regular schedule reminders, updated training as needed, supervisory visits in the home, and the caregivers utilize a web application that monitors their clock-ins and provides a place for their reports. Reports are due per shift within an hour after the shift and are reviewed daily so that supervisors can monitor the activities at the home. We also have close communication with the family to make sure your questions and concerns are answered quickly.
Will I always have the same caregiver?
We do everything we can to minimize the number of different caregivers in your home. The number of caregivers depends on a number of variables. Variables like how many shifts/hours per week you schedule with us, and what the acuity level of the case is, as well as client preferences are some of the determinates.
What if my caregiver is not a good fit for me?
As implied in the last answer, your preferences are considered strongly when we schedule. We ask that you give a caregiver at least one full shift to determine your compatibility but we can always try a different option if you don't think someone is a good fit.
Are the caregivers insured, bonded, licensed and background-checked?
Yes, we do state and national background checks and carry liability and workman's comp insurance to insure that any liability is ours.
If the caregiver does not work out, what do you do to find a replacement?
First, we discuss with you why this caregiver is not a good fit to get a better idea of your exact likings. Next, we look through our current roster to find someone we think is more likely to suit your needs. We are constantly recruiting so we can also recruit specifically to your specs in many cases.
Who should I contact with questions about my caregiver?
Our trained staff can handle all of your questions.
Do I pay the caregiver directly, or do I tip the caregiver?
The caregiver is a W2 employee of Assisting Hands Lombard, so the agency pays the caregiver. No tips are expected or allowed.
What if my caregiver does not show up for a scheduled shift?
Please call the office immediately should something like this happen. We first verify if they are late. In the event that they are not showing up, we work to replace the shift as quickly as possible.
Home Care Agency
Does your agency provide transportation?
Yes, we provide non-emergency transportation services for seniors and adults with limitations.
My mom is healthy, but I worry about her alone at home all day. Do you offer companionship services for people like her?
All of our caregivers can provide companionship services.
Who answers the phone after hours if we have an emergency?
Our office staff is available after hours to answer emergency calls.
Is the Agency licensed?
Yes, Assisting Hands Lombard is an Illinois State licensed agency.
How long does it take you to place caregiver?
We can often place a caregiver the same day, but this varies based on the particulars of the case.
Who will I meet at the initial in-home consultation?
Our Agency administrator and owner conducts our initial in-home consultations in person.
Senior Care / Aging Parents
What are the common conditions in older adults who receive home care?
Care ranges from providing true companionship care, to helping people manage their activities of daily living with chronic conditions such as arthritis, osteoporosis, Alzheimer’s disease, Parkinson’s Disease, Multiple Sclerosis, etc. We also care for clients who are recovering from surgery or on hospice care.
My parents need some home modifications to make their home safe? Can you help advise us on installing grab bars or a ramp?
Yes, we would be happy to help!
What if my mother or father is stubborn and doesn’t want a caregiver?
Many clients are resistant at first. We are here to help them transition smoothly. Sometimes starting with a lighter but meaningful schedule for them eases them into the situation. We can discuss options at your complimentary in-home intake!
General Questions
Do I have to commit to a minimum number of hours of service?
Generally speaking, we need a 4-hour minimum per shift to keep your case at the usual hourly rate. However, we do have specialty rates for 1-2 hour drop in care.
Can I cancel my service at any time?
We ask for a 24-hour notice when cancelling.
Can I change my service or schedule?
Yes, we realize your needs may change as time goes on. We change schedules as needed.
My brothers and sisters live all over the country. How can we all stay informed about your home care services?
We do have an option for families to access our on-line CRM system and view Care Notes and other helpful information about your loved one.
My parents are from a different generation, one where they were very distrusting of strangers in the home. Is this uncommon? How can I convince them that your home care workers are trustworthy?
This is a common challenge, one that we deal with regularly. The answer is as different as each situation presented to us. Often at the in-home intake, we are able to help the client feel confident enough to give it a try. We can listen to their concerns, and answer all of their questions at that time. After doing this, we can help the family with a game plan for making Mom or Dad feel more comfortable.
What are the payment options you accept?
Some of the options include long-term care insurance, collective sibling agreement, reverse mortgage payments, check, and credit card.
