Frequently Asked Questions
Some other companies I’ve called have quoted me a low base rate, but then they add on additional charges if the coverage I need is on a weekend, or if it is after 5 p.m., or if it is less than an 8 hour block. Do you do this?
Q. How quickly can services be provided?
A. Generally services can be provided to meet the needs of the client, certainly within a 48-hour period and often the same day if necessary. We are very responsive to your needs and it is not always possible to predict when care will be needed. Since we always try to match the caregiver to the client from a personality standpoint, the more notice we have the better a job we can do for you.
Q. What are the costs for your services?
A. Because all services and schedules are tailored to the needs of the client, the cost of service for each client is determined at the initial assessment meeting, when we meet with the client and/or the client’s family to determine the appropriate level of care. There is no charge for the assessment visit.
Q. Some other companies I’ve called have quoted me a low base rate, but then they add on additional charges if the coverage I need is on a weekend, or if it is after 5 p.m., or if it is less than an 8 hour block. Do you do this?
A. No. Once your rate is determined, it is always the same whether you are receiving service on days, nights, weekdays or weekends. We feel that this is the simplest fee schedule for our clients, their families and us to understand. There are no hidden charges. This way the client is never surprised. The only exception is if you receive service on a major holiday (i.e., Christmas, Easter, etc.), in which case a higher rate is charged for that day.
Q. What is a live-in situation and why would I want to consider it for my parents?
A. The live-in situation is a great option for clients who would like the security of having someone with their loved one at all times.
A live-in companion works directly with the client 8-10 hours per day, has free time to themselves in the evening (but remains in the residence), and sleeps at night. The live-in rate is less than the cost of hourly around-the-clock care. While the live-in option is an excellent alternative for families that want someone around continuously, but do not need around-the-clock care, the caregiver is expected to get up and help with bathroom needs during the night.
Q. A friend of mine said it might be cheaper to hire someone through an ad in the newspaper. Should I do this?
A. Outwardly it is often cheaper to hire an independent caregiver from an ad or even from an employment agency, but ultimately it could be the most expensive decision you have ever made. While there are many good, independent caregivers there are also risks involved First of all, this person will probably not be bonded should any of your valuables turn up missing. They will also likely not be insured for liability within your home so if the caregiver is injured while in your employ, you would be liable for medical care and any disability. Furthermore, if the person is not reporting their income, you may be held liable for payroll taxes by the government. As well, you could be liable for unemployment benefits should you ever discontinue your relationship with that caregiver. And finally, there is no guarantee that they are properly trained to provide professional, trustworthy service to you or your loved one. At Kind Hearts Senior Care, this is provided as part of the caregiver’s employment by us.
Q. Are your caregivers experienced?
A. Absolutely! They are all experienced and receive additional training upon being hired. We have excellent caregivers and Certified Companion Aides who truly have a passion for providing care and they are OUR employees, thoroughly interviewed, screened and background checked (state and national), trained and oriented, bonded and insured. In addition, we give preference to caregivers who have had the life experiences of raising their own children as well as caring for their parents or grandparents at some point in the past. We feel that these experiences are invaluable and one of the guiding philosophies of our founders is that they will never hire someone that they wouldn’t have felt comfortable placing with their own parents.
Q. Do your caregivers get additional and specialized training?
A. All of our caregivers receive training in infection prevention and control as well as the body mechanics of lifting (meeting all OSHA standards). Individual caregivers are also trained on-site at each client location. On-going trainings regarding other caregiving-related topics are conducted at mandatory monthly staff meetings and other caregiver in-services.
Q. May I meet my caregiver before our first day together?
A. Yes. Kind Hearts Senior Care arranges for an introduction by our Client Relations Manager for you and your caregiver to meet prior to beginning services.
Q. Will I always have the same caregiver?
A. Kind Hearts Senior Care makes every effort to send the caregiver with whom you are familiar. If your regular caregiver is unable to work a scheduled shift due to illness or some other emergency, we will provide a suitable substitute. Naturally, we will keep you informed of any changes. Our goal is to establish a long-term match between client and caregiver, and to keep the same caregiver with a client as long as the client is satisfied. This is based upon our experience that developing a strong rapport and trust with your caregiver is a vital component to a successful home care experience. In short, we want to avoid the “revolving
door” of caregivers. However, for very practical reasons this is dependent on the level and frequency of service. We always want to have, at least, one back-up that you know. In the case of 24 hour live-in care, there may be up to three caregivers since we try not to schedule more than two consecutive shifts. For your protection, our caregivers must be fresh, rested and healthy.
Q. Why should I choose your service over another in my area?
A. Kind Hearts Senior Care has achieved an excellent reputation as a top-quality caregiver service. Our growth has been due primarily to word-of-mouth referrals from satisfied clients and their families. We remain in close contact with our clients, families and caregivers to ensure your satisfaction with all aspects of your care.
Q. What areas do you serve?
A. We serve Washington, Kane and Iron Counties in Utah.
Q. Are you a local or a national company?
A. Kind Hearts Senior Care is locally owned and operated. Our owner is Logan Aitken,
Q. May I receive your services in other settings besides my home?
A. Yes. Kind Hearts Senior Care provides services in nursing homes, hospitals, rehabilitation centers, assisted living facilities and other settings.
Q. Is Kind Hearts Senior Care a Registry/Referral Service?
A. No. All caregivers are employees of Kind Hearts Senior Care
Q. Will Medicare or my private insurance reimburse for your services?
A. Medicare will not cover any of our services. Because our services are considered “long term”, they do not cover any of our services. Long Term Care Insurance, Veterans Aid and Attendance Benefits, and Department of Labor policies will cover our services. .
Q. Will my Long Term Care Insurance cover your services?
A. In most cases, Long Term Care Insurance does reimburse for our services. We will be happy to work with you to determine the eligibility requirements of your particular insurance company. For former US servicemen/servicewomen, the Veterans Administration offers a homecare benefit called the “Aid & Attendance” pension. Ask us for more information.
Q. Will someone from your company come to my home to conduct an initial assessment?
A. Yes. Kind Hearts Senior Care conducts an initial needs assessment in order to get to know you and see how you like things done in your home. Information regarding your health issues, the services you require and your emergency contacts will be obtained at this time.
Q. Do I need to sign a contract?
A. Kind Hearts Senior Care has a service agreement that must be signed prior to beginning services. This agreement can be cancelled, for any reason, with 1 day notice.
Q. Can I change my services and/or my schedule after I sign the service agreement?
A. Yes. Simply call our office with any changes you would like to make. Our philosophy is to make the schedule work for the family. You come first. Your needs, your requests, your schedule. We will do everything possible to make sure the schedule you want is the schedule you get. In addition, we will make periodic reassessments to determine if the level of care should be increased, reduced or stay the same. We will then discuss our recommendations with the client and the family to determine the best course of action.
Q. Will I be able to reach a supervisor at any time?
A. Yes. Kind Hearts Senior Care provides access to an on-call supervisor at all times.
Q. How does your scheduling work?
A. You choose the hours you need. We provide as little as two hours per week or up to 24/7 coverage.
Q. How is billing handled?
A. Clients are sent an invoice bi-weekly.
Q. Can your caregivers provide transportation?
A. Yes. Our caregivers can drive to doctors’ appointments, senior centers or any other place. If driving your vehicle, there is no extra charge to your hourly or daily rate. If you require the caregiver to drive his or her own vehicle, you are billed the IRS standard per-mileage rate.