FAQ

Frequently Asked Questions

FAQ

A: It is essential that you are happy with our services and the caregiver(s) that is providing your care. All of our caregivers are licensed, well trained, thoroughly screened, and personally interviewed by the owner.

In the event that you feel that you have not been matched with a caregiver that is a good fit for you, we will replace your caregiver with a caregiver that better suits your needs and family.  

A: We pride ourselves with providing exceptional customer service. If you have a complaint or concern about your caregiver (no matter how small) please call the office to discuss it. We will do our best to bring a reasonable solution to the table. The matchmaking part of our job is so important to us, we want for you to be happy and have a good relationship with your caregiver(s) and office staff. Often times, most issues can be addressed with a little training and awareness. We value your concerns and want you to feel comfortable, communication is always key. 

A: Although we understand that you will want to show your appreciation for your caregiver(s), please do not feel obligated to offer tips or gifts. It is company policy that caregivers are to refrain from accepting gratuities. In the event you would like to give your caregiver a gift for special occasions or holidays, please call our office to discuss your intentions.

A: The focus of our service is to offer one-on-one companionship and personal care for our clients. All light housekeeping duties need to directly benefit the client, although some housekeeping duties can/will benefit other members of the household, our focus should always be on our client’s care and the cleaning/organization of the client’s area(s).  Caregivers are prohibited from performing heavy housekeeping duties (scrubbing appliances or bathrooms, baseboards, cleaning windows/blinds, any duty that requires being on a ladder etc.) In the event that you find you need added housekeeping services, we can refer you to licensed & bounded housekeeping agencies.

A: By law, our caregivers are limited to providing medication reminders and assistance with the self-administration of medication (if certified). Caregivers are not allowed to administer prescribed and/or over-the-counter medications including but not limited to: eye/ear drops, creams (including Neosporin, antifungal creams, & prescribed creams), band aids or dressings, and hot/cold packs. Caregivers are also not trained or licensed to perform glucose monitoring or injections, set up pill boxes, or remove medications from their original containers. If you find that you need assistance beyond what is within our scope of care, please call our office for a referral to a provider of these services. 

A: If a caregiver is relieved early of his/her shift (through no fault of their own), we bill/pay for the whole shift (the amount of hours that were pre-arranged by the client).

A: If a caregiver is turned away for a scheduled shift, we reserve the right to charge for half of the shift 

Example: If the shift was scheduled for four hours, we bill (and pay) for two hours. If the shift was scheduled for 12 hours, we bill (and pay) for six hours. 

A: Please provide us with at least 24-hour notice to cancel a scheduled shift. All scheduling matters need to be handled by calling our office directly at (866) 939-8223. We are available 24 hours a day! 

A: Each caregiver is thoroughly screened, interviewed and must undergo a rigorous process including Level 2 criminal & fingerprints background checks, DMV checks, state licenses/certification, ACHA approval (Health Care Administration Agency) and reference checks. All caregivers must meet criteria to work at Idalen Home Care Services, we are a family owned company and the caregivers we choose to hire must be the same type of caregivers we would want to take care of our own family members.

A: We do not have a minimum hourly requirement. We will provide service for 1 hour or 24 hours a day; rates will vary depending on number of hours needed by individuals.

A: Our highly trained, experienced certified caregivers can provide live-in, hourly and overnight care. Our caregivers are trained to provide personal care services, including, but not limited to: meal preparation and planning, light house cleaning, laundry and linens, medication reminders, errands, doctor visits, shopping and recreational activities and much more. Our caregivers have excellent experience working with clients who have memory challenges and physical limitations. A customized care plan is created for each and every client to suit their specific needs.

A: At Idalen Home Care Services, we offer highly affordable rates along with the highest quality of care in the industry. Rates depend on the client’s individual needs and requirements and will be discussed during our initial assessment meeting.

A: Yes! Our Services are available for as little as a few hours a visit or up to 24 hours, 7 days a week, 365 days a year.

A: Fortunately those with Long-Term Care policies can oftentimes be reimbursed for Home Care Services in accordance with their individual policy. In most cases health insurance and medicare does not cover the cost. 

A: Please give us your scheduling needs at least one week in advance. Although we can schedule shifts with shorter notice, it is easier to provide the desired consistency of caregivers if you allow ample time for us to book your preferred caregiver(s) and/or hours. Please note that our caregivers often have multiple clients, outside employment, and personal commitments/appointments that affect their availability.  Please call our office to make scheduling arrangements. Caregivers are not authorized to personally discuss or arrange their schedules with clients.

A: Consistency is always our goal. The consistency of caregiver scheduling largely depends on the regularity of your scheduling needs, the amount of hours that need to be covered, and the availability of the caregiver(s). We pride ourselves with being flexible and strive to maintain a high level of communication so that your needs are always being perfectly met. 

Please note that we do try to avoid scheduling caregivers for overtime hours in an effort to keep our costs affordable.

A: Idalen Home Care Services is an expert in matching the client with the right caregiver.  Since we are not a franchise, we are personally involved in planning care for each and every client.  We are family owned and operated by experienced agency who intimately understand the needs of our clients.  We provide extensive initial and ongoing training to all of our staff and caregivers. We treat our staff with the utmost respect and provide them with unparalleled compensation so their overall job satisfaction is much greater. This ensures that our hard-working staff provides our clients with excellent care, far above that of other home care agencies. 

A: During the initial conversation and the in-home visit, our staff will document the services required and the client’s preferences for a caregiver. We then select the best caregiver(s) fit for the client and will arrange an introductory meeting between the client and the selected caregiver(s). During that meeting, all of the involved parties review the plan of care to ensure that everyone agrees and understands what services are to be provided in addition to make sure all parties agree on the caregiver presented. We strive to provide continuity of care in keeping the same caregiver assigned to the client.

If your caregiver is unavailable for any reason, another caregiver will be presented to the client.

A: The individual assuming responsibility for payment of services will sign our Service Agreement, invoices are sent out weekly via-mail or email. Payments may be made by check or debit/credit card (Visa, MasterCard & Discover) within seven days. A deposit will be requested before service may began. In the event you are only able to pay with a debit/credit card, please contact our office to see if we can make an arrangement for you. 

A:  Yes we do! We work in our clients’ private homes, as well as independent living facilities, assisted living facilities, nursing homes and even hospitals (if allowed). We coordinate our care with the staff of the particular facility to ensure you receive the best care.

A:  Generally services can be provided within a 48-hour period and often the same day.

A: We charge and bill at 1.5 (Time And A Half)  during the holidays on New Year’s Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and Christmas Day.

A: Yes. Our Case Manager will meet with each client prior to beginning care. They will assess your specific needs, your residence and your desires in an aide to help you determine the type of help, the amount of help, and the correct person to aid you. 

A: No, we don’t. If circumstances change and you want to discontinue service we respectfully request 24 hour notice. We do have a simple service agreement that we ask you to sign which states why you are hiring us and what you agree to pay.

A: Home care services can be used on a short-term or long-term basis. Many of our clients use our services for only a short time, while others have been with us for years. At Idalen Home Care Services, you will have a case manager who will keep in touch to regularly assess your situation and needs.

If you have any other additional questions or concerns please contact our office at (866) 939-8223 someone from management will happily speak with you.    

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