Client Intake and Procedural Concerns
- What are the requirements of the contract I will sign?
Tip: You should not sign a contract requiring minimum charges or a minimum amount or service. You should only pay for services you receive. If you need to cancel services, you should be able to do so without penalty. If a company is confident of the quality of its services, they will not force you to commit to a certain number of hours ahead of time. - Does the agency conduct initial home assessment visits to evaluate the patient’s needs and prepare an Individualized care plan prior to beginning services?
- Does the Provider include the patient and family members in developing the Plan of Care and making Care Plan changes?
- How does the provider ensure patient confidentiality?
- Has the agency been cited for HIPPA violations?
- Does the agency use scheduling software that is not only HIPPA compliant but also allows for comprehensive continuity of care for its schedulers?
- How would the office staff know when the aide did not show-up for work? Is there a clock-in system in place to notify the office?
- Does the provider assign supervisors to oversee the quality of care patients are receiving in their homes?
- Is there a toll-free number for patients and family members to call with questions, emergencies, or complaints?
- What happens if I have a problem after business hours?
Tip: There should be someone on call 24 hours a day, 7 days a week to respond to calls. - How does the agency resolve conflicts or complaints?
- Is the patient’s course of treatment documented—detailing the specific task to be carried out by each assigned caregiver—and updated as any changes occur? Does the patient and family receive a copy of this plan of care, and do caregivers update it as changes occur?
- Does the provider provide supervisory nurses that take time to educate family members on the care being administered to the patient?
- Is there a nurse available for questions?
Tip: The on-call staff should be able to access a nurse any time.
