Provision of Information
Setting up your services starts when we receive a request for information or service from you or someone acting on your behalf such as a family member, a medical professional, a community resource, an insurance service coordinator, etc. We respond by providing information about our agency and our services in-person, via telephone, email, or text. This information will help you make a decision as to whether you want to use our Agency’s services.
If you choose to proceed with us, someone from our Agency will visit you at your home. He/she will work closely with you and/or your representative to determine:
- what your needs are
- what services you need to meet these needs
- if we can safely and efficiently deliver the services you need.
- if the services you require are not amongst those we provide we may make a referral to another service provider.
If your needs fall within our scope of services, our clinical administrator will work with you and/or your representative to develop a Care Plan, which is a written proposal. It will outline your identified needs and will specify the types of services needed to meet your needs, The Care Plan will also list the times and frequency of service visits and document your preferences in service delivery.
You have the right to be informed about the benefits and risks of the services we offer, as well as the right to decide whether to accept or refuse the recommended services from us. To help you make this decision, we will ensure you understand the information that is being given to you and will encourage you to participate in planning your care. If you refuse the service(s), which we feel are required, it is our responsibility to advise you of potential consequences. We will also offer you the option of being referred to another service provider and/or outside resource.
Once the Care Plan is mutually developed and you give your informed consent, our Agency Representative and you or your representative will sign an online agreement, called a Patient Service Agreement. It details the services to be provided and the terms & conditions for receiving the services. This Service Agreement must be completed and signed before we can start delivering services to you. A copy of this signed Service Agreement is available upon request or will be emailed to you if you provide an email address upon signing.
You will be assigned a designated Intake specialist from our office that is available via phone, text or email to help you navigate through the onboarding process of receiving your service. He/she will keep you posted with all updates and statuses along the way.
Certain things need to be considered when scheduling your service delivery including:
- type of service you require
- degree of expertise required to deliver the service(s)
- availability of appropriately trained Direct Care Workers
- priority of the service needed
While we will do our best to arrange service during your preferred days and hours, we can’t promise that we can accommodate your timeframes, as certain hours and days are more popular than others.. Therefore, we will ask you to give us other options.
Our goal is to provide you with regularly scheduled Direct Care Workers. However, there may be occasions when the same Direct Care Worker is not available during the timeframe you want. In these cases, another appropriately trained Direct Care Worker will be provided. You will be advised in advance of the substitution, wherever possible.
Selecting Direct Care Workers
When we consider which Direct Care Worker will be assigned to you, we place the greatest emphasis on your preferences, needs and wishes. However, we must also consider:
- the Direct Care Worker’s qualifications and preferences
- geographical proximity
- ethnicity, language and culture
- common interests