Can caregivers administer medications to clients?

• While we cannot actually place a medication in a client's hand or mouth, we certainly can remind a client to take medications, and can track the fact in our log books that the client has taken the medications.

Can caregivers bathe clients?

• Yes, we can bathe a client, provide stability during the bath or shower, help the client back out, and help him or her to get dried off and dressed.

What type of records do you maintain in the home to keep us informed?

• A "Client Binder" is maintained in the home to act as a communication vehicle for both clients and caregivers. These binders contain client information, as well as care givers’ notes on daily activities, medications, meals, etc., for each and every visit.

What is your cancellation policy?

• Happy at Home is very responsive and has a 72-hour cancellation policy.

Can you provide 24 hour/7 day a week care?

• We can provide this service on a short-term, long-term, or respite basis. We are one of the very few organizations that provide this service.

Can I adjust a schedule once services have begun?

• We pride ourselves on our flexibility. You are always in control of your service schedule.

Do you have minimum hours of service?

• We require a minimum of two hours per visit. You determine the length and frequency of visits.

Are your services available for the elderly in nursing homes or assisted living facilities?

• Yes, a growing number of our clients reside in a setting other than their own home and we have had tremendous success working in facilities of all types. We provide companionship to care facility residents who require additional attention and/or personalized assistance.

Does someone from your office come to our home to do an assessment?

• Prior to utilizing Happy at Home’s services, we are happy to provide a "free assessment" to make sure that the client and our service will be compatible and to answer any questions, free of charge and without obligation, for our clients and their families.

Do I need to sign a contract?

• We have a very flexible "Service Agreement" which may be cancelled at any time with 24-hour notice.

How often do you bill for services? Can I pay the caregiver directly? How are my payments tracked?

• We invoice for services twice a month, on the 15th and the last day of the month. We ask for payment within 10 days from date of billing. The bill is all-inclusive. That is, all hours worked, and mileage or miscellaneous expenses, are all in the invoice that you receive. All payments are tracked through our computer software to ensure accuracy. We insist that the caregivers never get paid directly. This avoids errors including double invoicing or underpayment of federal and provincial employment taxes.

Who pays the caregiver – me or you?

• Happy at Home handles all the billing, payroll, taxes, insurance, and administrative responsibilities for you.

Do your rates change for evening, weekend, or holiday services?

• Our rates do not change for evening or weekend shifts. Holiday rates for designated holidays are charged at 1 1/2 times normal rates.

What are your rates?

• Our rates are very competitive. For the current rates, please contact the Happy at Home Office at 705-326-9355 for specific rate information.

Do you provide Workman’s Compensation for your employees in the event that they are hurt on the job?

• All Happy at Home clients are protected in the event that a Happy at Home caregiver is injured on the job. If an accident occurs, the Workman's Compensation policy will cover loss of wages from any injury that occurred on the job.

Does your office have a supervisor “On Call” at all times?

• Yes, a supervisor is always available for emergency situations.

What happens if my caregiver is sick?

• As soon as a caregiver notifies us that they are unable to fulfil a shift we will immediately seek a replacement. We employ a caregivers’ team approach, so if one caregiver is sick, another is normally available.

Can I change a caregiver?

• You are always able to change a caregiver, for whatever reason. We only ask that you give us adequate time to find a suitable replacement. If you are in any way less than perfectly satisfied, we will change staffing until you are satisfied.

Do I get the same caregivers every time?

• We set a high priority on continuity. Whenever possible the same caregivers will be assigned for all shifts. When we first sit down with you at your no-obligation meeting, we spend time during the conversation discussing the types of personalities you are comfortable with, as well as covering your service needs and the schedule you would like us to follow. When we assign your caregivers, or team of caregivers (depending on your needs), we take all of that information into account. If you are happy with the person or people chosen for you, the staffing will not change.

Can I help choose the caregivers and/or meet them in advance?

• Yes, our clients can help select their caregivers and we discuss the selection process during our in-home visit. We pay extra attention to assigning caregivers that will be compatible and meet your service requirements.

How do you train your employees?

• Happy at Home hires experienced, mature, and, most often, certified Personal Support Workers as caregivers. Every Happy at Home caregiver participates in an extensive orientation program, which covers the most practical topics and situations encountered in caring for others. A caregiver begins his or her career with Happy at Home at an orientation, learning about our company and policies, about the expectations and needs of our clients, and much more. Each caring professional represents us, what we stand for and our goal: to make life easier for you and your family.

Are your employees bonded and insured?

• Absolutely. We carry liability insurance and worker's compensation insurance, as well as bonding all caregivers. You are totally protected in case of accidental damage or injury.

What are the backgrounds of your caregivers?

• Our caregivers range in age from college students to those in their sixties who still have a lot to give to others. These wonderful people come from all walks of life. Some have been professional caregivers, such as retired nurses or nursing assistants, others have entered the care-giving field and become certified Personal Support Workers. Some have found that office jobs don't allow them to express their desire to help others. Many of them have cared for family members, friends or neighbours on a long-term basis. When we interview, we look for a warm and caring nature, good communication skills, practicality and common sense, plus a history of dependability.

How do you select your caregivers?

• Happy at Home caregivers go through an extensive selection process which entails phone screening, an interview at our local office, and an orientation before they are hired. All of our caregivers have successfully completed a thorough reference and criminal background check and all are also bonded, insured and come highly recommended.

Is the owner of the company involved in the daily operations of the company?

• Happy at Home is owned and operated by Sheona Kloostra, long time residents of Orillia. Sheona is in the office daily and involved in the day-to-day operations of the business to ensure the quality that inspired them to start this service is maintained. Sheona has assembled a dedicated team of caring professionals, including office staff, caregivers, Registered Nurses, all with an emphasis on the personal aspects of care-giving. Our clients become part of our family and are treated as such.

Can you send me additional information?

• We would be pleased to send you a Happy at Home information package detailing all the aspects of our services.

Why hire Happy at Home instead of other companies or individuals?

• All our professional caregivers are carefully screened, trained, bonded, and insured. Our large staff of quality employees, including a Registered Nurse, perform client assessments and quality assurance checks, ensuring your family member receives the utmost in care.

What makes Happy at Home Support Services Incorporated different?

• We are a locally based, owner-operated service providing the highest standards of compassionate, personalized care in the Lake Country area. We work hard to understand client/family needs and we make every effort to ensure you are completely comfortable with your caregiver. You can be confident that our professional staff will be there when scheduled. Happy at Home’s unique business processes, operating systems, training and personal customer service gives us distinction.

Do you hire or place “live-in” caregivers?

• Yes, We have positive experiences with live-in caregivers. Please contact our offices for further details.

Do you hire or place “live-in” caregivers?

• We do everything we can to ensure that our clients receive what we consider to be unmatched value for their care dollars. We know you’ll find our rates to be very competitive – although it is our feeling that there really are no comparable services available in Barrie, Orillia, Midland, Collingwood or Muskoka. Call us toll-free at 1-877-457-9355 for our current rate schedule.

  Unlike most other services, we provide an on-site, no-obligation assessment by a registered nurse. We know how difficult it is to decide on the best path when dealing with an unfamiliar situation, especially when it’s the health of a family member. You want to feel that you’ve made the most informed decision and that you’re doing what’s best.

  We look at the whole picture when arranging care. The client’s health status is first and foremost, but we also asses the necessary resources that will help keep them on track. Here are just some of many questions we consider in our assessment:

  • Are there family members living in the house, or is the senior living on their own?
  • Are there prescriptions (possibly outdated or expired) and over-the-counter medications that should be reviewed by a pharmacist?
  • Would the client benefit from mobility aids?
  • Are there any unsafe conditions at home? Does the client smoke in bed, and are there smoke detectors in place? Are there any loose carpets or steep stairways?
  • Is physiotherapy needed, and has it been put in place?
  • Who will help the client follow through on the physiotherapy regime and what happens if the client has a setback?
  • What safeguards are in place if the client falls at night and no one is home?
  • Are the medications and treatments up to date for the client’s condition? Often our RNs are more current than family physicians about the latest drugs and treatments for the elderly because they work with them every day.

  Whatever we find in the assessment process, we follow through and make sure that what is supposed to happen, happens.

What is 24/7 RN supervision, and how do your clients benefit?

• All our staff are supervised by a registered nurse. Our RNs have the knowledge and experience that comes from years of working with elderly clients. Our RNs understand medication and its significantly different effect on the elderly, and our assessment skills are specifically attuned to their unique situations.

  In addition to regular client contact, an RN is on call 24/7 to caregivers who may find a client’s health status has changed suddenly. They’re also available 24/7 to clients and their families for urgent matters.

What is 24/7 RN supervision, and how do your clients benefit?

• All our staff are supervised by a registered nurse. Our RNs have the knowledge and experience that comes from years of working with elderly clients. Our RNs understand medication and its significantly different effect on the elderly, and our assessment skills are specifically attuned to their unique situations.

  In addition to regular client contact, an RN is on call 24/7 to caregivers who may find a client’s health status has changed suddenly. They’re also available 24/7 to clients and their families for urgent matters.

Who pays the staff? What about insurance and government remittances?

• Our staff are hired by us and are on the Happy At Home Support Services Inc. payroll. We take care of all government remittances associated with being an employer. All our staff are covered by the Workplace Safety Insurance Board of Ontario (WSIB, also known as workers' compensation). Our goal is to make the process of having caregivers as worry-free as possible for the families we serve.

How old are your clients?

• Our clients range from their early 60s right up to just over 100 years old. Most of our clients are in their 80s and 90s.

How many hours of care do clients typically need?

• Everyone is different. Some clients only require two hours every other day for a few weeks, others need care 24 hours a day, 7 days a week. This depends on a number of factors: the client’s health, the client’s level of activity and expectations, and the family support or other care that is available (e.g., hospital staff, nursing home staff).

Can you coordinate the schedule so that it works with the hours that are covered by publically-funded home care (Community Care Access Centre or CCAC)?

• We can almost always work with the Community Care Access Centre (CCAC) to come up with a scheduling solution that makes the most sense for everyone. A number of our clients have actually come to us through Community Care Access Centres.

Is there a minimum number of hours you’ll arrange care for?

• The usual minimum number of hours for a single shift is two (in special circumstances we have done one hour a day). We provide care up to 24 hours a day, 7 days a week.

What happens if we end up needing more?

• Clients’ care needs often change during the time we are with them. Some of our clients are with us for a very short period of time, usually to help them recuperate after a fall, surgery or illness. We also have many long-term clients who have been with us for a number of years. We take full responsibility for making sure the appropriate amount of care is provided as their needs change.

What happens if we end up needing less care than we thought we would?

• For clients returning home from the hospital, we often start off providing anywhere from 8 hours to 24 hours of care per day (depending on the situation). Once everyone is settled and a routine has been established, it’s not unusual for us to actually recommend a reduction in hours of care. Our primary concern is always the well-being of our clients, not the number on the bill.

Is there a charge for the initial assessment?

• No, there is no charge for the initial assessment. One of our nurse supervisors meets with the client and usually the family. When appropriate she will also meet with the hospital team, doctor, physiotherapist, etc. to discuss care requirements and objectives. A thorough medication review is also performed.

  If a client is returning home from the hospital, the nurse supervisor will usually go to the home to assess it for safety and accessibility and, where necessary, make recommendations for changes intended to help make the return home as comfortable and safe as possible.

Can you coordinate your services with those provided to our home by CCAC

• We can almost always work around the hours provided by CCAC, in fact often we often receive referrals from CCAC case managers to create a solution for any scheduling issues.

How do we get your services?

• Home-care costs vary depending on the needs of the individual, whether it’s live-in or live-out service, the duration of the visits and the experience and qualifications required to meet specific care needs. When comparing rates for home care, it is important to do so on an ‘apples to apples’ basis. Happy at Home Support Services’ rates are competitive with every home-care agency in your area which provides accredited Personal Support Workers' (PSWs) who are experienced, legally entitled to work in Canada, covered under Workers' Compensation and fully insured against liability. As well they are required to provide personal and professional references and undergo a vulnerable sector police background check.

Is there a minimum length of time for each visit?

• Keeping in mind that we at Happy At Home understand that each case must be considered individually and that special circumstances are always considered, we do request a minimum of 2 hours per day.

How quickly can we set up service?

• From the initial date of assessment, service can take as little as 24 hours to commence; often we have arranged same day service for clients in crisis.

What Kind of services do you provide?

• Our priority is to assist you to maintain your independence, in your environment of choice, for as long as possible....which means...we will do personal care, light housekeeping, light meal prep, caregiver relief, laundry, medication reminders, incidental transportation, companionship, personal activities, palliative care, dementia and Alzheimers care. Our Registered Nurses also provide case management, shift nursing when needed and footcare clinics.

What Kind of services do you provide?

• This is always a difficult situation, one that no one should have to face. But...unfortunately we do. It is always important to remember that we must, first and foremost, show them the honour and respect they deserve as they too have lived a life time, and they must be allowed to choose. With that in mind, there are ways that we can respect their wishes, while using "gentle persuasion"...here are a few "suggestions"....

  • If they say "I do not need any help" ...try gently pointing out those things they love to do but are no longer able to pursue independently, without some assistance. (like going out to play bridge, going shopping, choosing library books, etc.) Then suggest how much more pleasant their quality of life would be with the minimal assistance that would allow them to continue doing the things they love and allowing them to stay in their home and maintain independence.
  • If they say, "I want things done my way, I'm the only one who knows what I like to eat, do, buy etc." let them know that their wishes are paramount and will always come first! Our purpose is not to come in and change things. It is to come in and keep things from changing...to "do what they want to".
  • If they are adamant that they don't want a stranger in their house, allay their fears by staying with them for one or two visits while the caregiver is there, assure them that you will drop in to see how things are at different hours of the day (or night).
  • When they say, "Absolutely not!" contact the home-care agency and request to arrange a visit or a phone call with another senior who is happy with their caregiver. Being able to witness a positive situation may help to make a decision.
  • Although this may be difficult, try discussing the alternative... what would happen if they won't let anyone help. What would happen if you were not there to help them. (ie. on vacation, illness, work)
  • Start slowly introducing them to outside services. For example, make a last minute arrangement for someone to take them shopping or to the library. A kind and compassionate person coming into the home may earn trust and prepare them to be open to further assistance.
  • You may also wish to consider hiring a geriatric-nurse care manager who has the expertise to help your loved one understand the need for assistance.

How quickly can we set up service?

• The main benefit that comes from in-home care is the ability to remain in your own home and maintain your independence.

  Staying in familiar surroundings, maintaining your friendships and the lifestyle to which you have become accustomed, avoiding the stresses involved with deciding where to move and when, then having to sell your home and all the associated headaches... not to mention the actual move! These are but a few of the obvious advantages. Just maintaining the ability of rising when you want, or being able to keep your own pets and maintaining the routine you personally enjoy are also key.

  Retirement residences differ enormously in what they offer. The quality of accommodation and services differs from place to place; and the cost varies accordingly. They also provide a social environment that can have positive or negative results depending on the individual. More independent seniors tend to dislike not having a meal choice and having to eat in large groups. Although many retirement residences now offer personal caregiving and nursing assistance, it is often charged as an extra at a rate considerably higher than it would be for the same help at home. Dollar for dollar, it is cheaper for you to have Happy At Home Support Services come into your home for a few hours a week to do that which you find difficult, than it is to live in a retirement home!

  Should you decide that a retirement residence is the best option, Happy At Home Support Services can provide the information needed to make the best choice. Since we offer care to clients in both nursing and retirement homes, we are familiar with many of the area residences and would be happy to help!

Do you see people in the hospital and retirement homes as well as in their own homes?

• Do you see people in the hospital and retirement homes as well as in their own homes? Yes. We often find that families want or need supplemental care for their loved ones in hospitals or retirement homes. Hospitals, much as they may like to, are often not able to provide the level of care our clients are comfortable with. We work with the hospital staff to ensure that our clients receive the level and quality of care they expect and are entitled to. Retirement homes are not usually equipped to care for clients who need significant levels of care. By providing the care required, we help clients to remain in a setting where they are comfortable.

What is 24/7 RN supervision, and how do your clients benefit?

• All our staff are supervised by a registered nurse. Our RNs have the knowledge and experience that comes from years of working with elderly clients. Our RNs understand medication and its significantly different effect on the elderly, and our assessment skills are specifically attuned to their unique situations. In addition to regular client contact, an RN is on call 24/7 to caregivers who may find a client’s health status has changed suddenly. They’re also available 24/7 to clients and their families for urgent matters.

Can you coordinate your services with those provided to our home by CCAC?

• We can almost always work around the hours provided by CCAC, in fact often we often receive referrals from CCAC case managers to create a solution for any scheduling issues.

What do you mean when you take a holistic approach to providing elder care?

• We believe that providing a care solution is about helping people feel happy, safe and comfortable. It means taking the time to match the right caregiver(s) to the client. It means ensuring that the client’s environment is as safe and comfortable as possible, their medication is appropriate, and their needs are taken care of. For the client it means that someone is listening and will respond should they have any questions or concerns. For the family, ultimately, it means peace of mind.

How are your caregivers hired and what are their qualifications?

• Sheona Kloostra, the president of Happy At Home Support Services, interviews all staff personally on site in our offices, and advises her HR team during the hiring process. All applicants have their references checked and credentials reviewed, and must have their police check in hand at the time of the interview. Most of our staff are personal support workers (PSWs) level, while many of our staff are retired nurses and other allied health professionals such as social workers. Often they are here because they enjoy the work, not because they necessarily have to work. Sheona looks for people who are genuinely interested in working with the elderly and have the qualifications to do so. She looks for individuals who are positive, confident and responsible and who understand the responsibilities associated with working with the elderly. We hire people who have a passion for seniors and may have related life experience, such as taking care of their own aging parents.

What is the cost of your service?

• We do everything we can to ensure that our clients receive what we consider to be unmatched value for their care dollars. We know you’ll find our rates to be very competitive – although it is our feeling that there really are no comparable services available in Barrie, Orillia, Midland, Collingwood or Muskoka. Call us toll-free at 1-877-457-9355 for our current rate schedule. Unlike most other services, we provide an on-site, no-obligation assessment by a registered nurse. We know how difficult it is to decide on the best path when dealing with an unfamiliar situation, especially when it’s the health of a family member. You want to feel that you’ve made the most informed decision and that you’re doing what’s best. We look at the whole picture when arranging care. The client’s health status is first and foremost, but we also asses the necessary resources that will help keep them on track. Here are just some of many questions we consider in our assessment:

  • Are there family members living in the house, or is the senior living on their own?
  • Are there prescriptions (possibly outdated or expired) and over-the-counter medications that should be reviewed by a pharmacist?
  • Would the client benefit from mobility aids?
  • Are there any unsafe conditions at home? Does the client smoke in bed, and are there smoke detectors in place? Are there any loose carpets or steep stairways?
  • Is physiotherapy needed, and has it been put in place?
  • Who will help the client follow through on the physiotherapy regime and what happens if the client has a setback?
  • What safeguards are in place if the client falls at night and no one is home?
  • Are the medications and treatments up to date for the client’s condition? Often our RNs are more current than family physicians about the latest drugs and treatments for the elderly because they work with them every day.

  Whatever we find in the assessment process, we follow through and make sure that what is supposed to happen, happens.