In this ongoing series, we’ll be sharing questions to ask as you evaluate home care agencies, and Pallas Care’s answers to those questions. In this post, we’ll be sharing more information about our services. For the full checklist or to schedule a free consultation, email Jennifer@Pallas.care.
Do you create a Plan of Care for each client, and what does it include? How often is it updated?
After the contract is signed and before the first shift, a Pallas Care representative (usually our CEO, Jennifer) will meet with you to develop the Plan of Care (also called Care Plan and Service Plan). The Care Plan is created in consultation with the client and their care circle (family, loved ones, other care/medical professionals). This document is used to “paint a picture,” so to speak, of the client’s condition and situation and provide guidance for our caregivers. It captures information that is essential for our employees to know, such as daily routine, likes/dislikes, special needs, and medical history. It also lays out the tasks that caregivers will be responsible for during each shift. It is reviewed and updated every 6 months or as needed as the client’s condition changes.
The Plan of Care is an essential part of the caregiving process. It ensures continuity of care between different caregivers and helps ensure the client’s safety and wellbeing. You should be sure that the agency you choose creates a comprehensive Plan of Care with the client’s input and consent and updates it regularly.
How do you communicate with a client and family members?
The staff member who conducts your initial consultation will become your point of contact with Pallas Care; this ensures both continuity of care and high service quality by allowing you to develop a relationship with each other. You should direct questions and concerns towards them.
Pallas Care staff are available during regular business hours to answer questions and 24/7 for emergency situations.
We must have a signed information release form with the client’s signature on file to share information about a client with anyone, including family members, as privacy is one of our company values.
Most agencies use salespeople to “close the deal” and then pass off the client to an account manager once the contract is signed. We find that this can lead to “overpromising and underdelivering.”
How can I see updates on my/a loved one’s Plan of Care, services, schedule, and condition?
Our online secure online “Family Room” portal includes the care plan, care logs/updates from caregivers, schedule, invoices, and even photos!
Watch a brief video about the Family Room here.
Who answers after-hours phone calls: a staff member or answering service?
A Pallas Care staff member is on call 24/7 in case of emergencies to answer your call.
Many home care agencies use an answering service to answer after hours calls, or simply let after hours calls go to voicemail. These answering services are usually based overseas and may not know anything about home care or have access to the agency database in order to answer questions or troubleshoot a problem.
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