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| FAQs |
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| Q: How do I arrange for service? |
| A: With a simple phone call to our
24-hour customer service number. Anyone of our friendly
staff can handle your request and make suggestions
if needed. |
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| Q: I'm not sure what I need - can someone help me figure it out? |
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A: Yes - our staff is trained to help you determine what your service needs are, and how to best meet them. |
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| Q: What hours are available? |
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A: There are no restrictions other than our 2hr. minimum. You care plan is tailor-made for you by a Registered Nurse. |
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| Q: Can I contact the agency after hours? |
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A: Yes, by calling the same number and pressing zero (0) at the prompt. You will then be connected to the manager on call. |
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| Q: Do you accept insurance? |
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A: Yes, we accept most long-term care insurance plans. |
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| Q: How do I file the claim? |
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A: We do it for you! And we bill them directly. |
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| Q: What if I want more service then my insurance allows? |
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A: We will bill you for the remainder. |
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| Q: How can I cancel the service I requested? |
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A: With a simple phone call to our 24h number (24h in advance) |
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| Q; How much is the cancellation charge? |
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A: There is no cancellation charge. |
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| Q: Whom do I call if my caregiver is unable to work? |
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A: We replace our workers if one is not able to work because of accident or illness, or requested day off. |
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| Q: What exactly is covered by your fees? |
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A: All the services we provide, except a $0.36 per mile charge for mileage if our workers use their vehicle to transport you. |
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| Q: Will the agency respond to requests for "short notice" services? |
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A: Absolutely! We pride ourselves on short-notice staffing! |
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| Q: Is there an extra charge for these services? |
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A: No, never. |
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| Q: Is there a minimum or a maximum number of hours of home care service per day? |
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A: We have a 2hr. minimum per day and no maximum! We staff 24h and Live-in. We do ask our clients to be flexible when requesting short hours of service. |
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| Q: Is there a minimum or a maximum number of hours of home care service per week? |
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A: There is no per week minimum or maximum. |
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| Q: Is there someone available to assist me 24 hours a day, 7 days a week? |
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A: Yes, our office number is a 24hour number. If you call after hours or on weekends, you will be connected to the manager-on-call by pressing "0" (zero) at the prompt. |
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| Q: How long will it take someone to return my call after business hours? |
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A: If you do not reach our manager on-call directly via cell phone by pressing "0", a message left on the cell phone will generally be answered within the hour. |
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| Q: How do I make changes to the initial caregiver schedule? |
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A: A simple phone call to our office. Our staff can handle your request. |
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| Q: Do the aides provide transportation if needed? |
| A: Most Augustine caregivers do not
drive; However, Augustine can usually arrange
for transportation if the request is received
at least the day before the appointment. |
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| Q: What type of screening does the agency perform? |
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A: A pre-employment urine toxin screen, TB screening, a Tri-State criminal check, previous employment verification and personal reference verification. All of our aides are bonded and insured, and must be current on all documentation, including CPR and State certification. |
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| Q: How long will I wait for service after placing my request? |
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A: We can staff a case within hours in most cases. |
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| Q: Will the same caregiver assist me every day or will it be somebody different? |
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A: We strive for continuity of care. For 7day/week service we generally provide a Mon-Fri. person and a Sat-Sun person. |
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| Q: Will someone from the agency call to see if I am satisfied with the services provided to me? |
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A: Not only that, we make in-home supervisory visits. We also send out surveys from time to time so that you may rate us and make suggestions anonymously. |
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| Q: How often will they call and check-in with me? |
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A: We make supervisory visits a minimum of every 6 months, more often if needed. We call whenever necessary. |
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| Q: Will I be responsible for providing meals for the caregiver? |
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A: No. Only Live-In cases require meals to be provided. |
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| Q: Will my live-in caregiver require a private bedroom? |
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A: Yes, it is the law. |
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| Q: Will my caregiver clean my house and do my laundry? |
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A: Our C.N.A's do light housekeeping and laundry. |
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| Q: Do I need to sign a contract with the agency? |
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A: Yes. |
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| Q: How long is the contract good for? |
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A: Until service is terminated. |
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| Q: Do I need to have a qualified, elder-law attorney review this contract before signing it? |
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A: It is a simple straight-forward contract, but of course you are always welcome to have a family member or attorney review it before signing. |
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| Q: Will you coordinate my care with my doctor? |
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A: We gladly coordinate our care with multiple disciplines (MD, social workers, case manager,) as well as family members, POA's and any important people you designate when the need arises. |
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| Q: Will my services be kept confidential? |
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A: Maintaining privacy and confidentiality is the law. No one has to know you are receiving our services if you don't want them to. |
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| Q: How can I be sure the aide I hire is competent? |
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A: In addition to being state certified as a nursing assistant, geriatric health aide and/or home health aide, yearly certification in CPR and OSHA standards are required of all our employees. Our aides are also required to attend 12hrs of in-service education a year, in our office.
Some of our in-service topics are:
- How to Communicate Effectively With Someone Who Has Hearing Loss
- Fall Prevention
- Fire Safety
- Developing Cultural Competence
- How to Care For Someone On Bedrest
- Creating Healthy Home Care Conditions: Infection Control
- Elder Abuse and Neglect
- Diabetic Care
- Alzheimer's Education
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