FREQUENTLY ASKED QUESTIONS
1. How is the plan of care developed? We involve you, your caregiver/designee, your physician and other staff members in developing your individualized plan of care. Your plan of care is based upon identified problems, needs and goals, physician orders, treatments, your environment and your personal wishes whenever possible. A care plan includes the following components: assessment, diagnosis, expected outcomes, interventions, rationale and evaluation.
2. Do you have staff on call at night and on holidays to assist me? After hours and on holidays, we have a live on call individual that can assist all clientele in answering questions, contacting staff, accepting new referrals and providing general information.
3. How long has your agency been in business and in what areas? Our agency was founded in 2004 in the Vandalia, Ohio area and began providing care to individuals within the Dayton area as well as surrounding Miami Valley. Since that time, we have expanded our service area to the surrounding counties and continue to maintain our strong presence within the Dayton and Miami Valley.
4. Are you Medicare and Medicaid approved? We are both Medicare and Medicaid approved since 2004.
5. How do you screen caregivers that will be in my home? Our Human Resources department screens applicants through a State of Ohio approved background check process as well as individual interviews.
6. Who do I contact if a caregiver does not show up for a scheduled visit? Even though we strive for excellent customer service, at times this unacceptable circumstance takes place and our scheduling team will work quickly and efficiently to provide you with the care that you need. All you would need to do is call the main phone number and ask to be connected to a scheduler.
7. What training do your caregivers have? All of our Home Health Aides or Personal Care Aides are required to have an active STNA license, CNA certificate or have verifiable experience supervised by an RN. Each year, our Home Health Aides and Personal Care Aides are expected and required to complete in-service education to better their understanding of patient conditions, HIPAA, emergency situations, customer services, etc.
8. How do you protect my personal health information? Our agency is required by law to maintain the privacy of protected health information, to provide you adequate notice of your rights and our legal duties and privacy practices with respect to protected health information and to notify affected individuals following a breach of unsecured protected health information. Agency maintains an electronic file of the information we receive and collect about you and of the care we provide to you. Agency maintains policies and procedures about our work practices, which include how we create, receive, access, transmit, maintain and protect the confidentiality of all health information in our workforce, with contracted businesses, and sub-contracted; security of agency building and electronic files; and how we educate staff on privacy of patient information.
9. Who do I contact if I am unhappy with services provided? Our goal is to assist you in returning to your maximum level of functioning and to provide all services possible to help you stay at home. If you feel that our staff has failed to follow our policies or has in any way denied you your rights, please contact our office 937-410-3838, submit your complaint in writing to 410 Corporate Center Dr. Vandalia, OH 45377. Most problems can be solved at this level. You may also contact the state's toll free home health care hotline at 1-800-342-0553
10. Who do I contact if I am satisfied with services provided? We love to hear how we are doing, you may call 937-410-3838 and speak to any staff member. We periodically give our patient's a quality assurance call and you may voice your satisfaction. We also participate in the mandatory Consumer Assessment of Healthcare Providers and System surveys which gives you the opportunity to rate/comment about our agency.
11. When will my care start? Care will start under the direction of a physician, based on the patient's identified care needs and insurance approval. If we cannot meet your needs or your home environment will not support our services, we will not admit you.
12. What insurances do you accept? We accept Medicare and Medicaid and most other private insurances. Please call us to inquire if your insurance is accepted.
13. What if you do not accept my insurance? If we are not a provider of your insurance we can discuss private pay options if you choose to use our agency.
Still have questions and want to know if home care is right for you or your loved one?
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