© 2016 WE CARE HOME HEALTH AGENCY

FREQUENTLY ASKED QUESTIONS

Q: How many years has the agency been serving the community?

A: We C.A.R.E. Home Health agency, is a fairly new agency established in 2016.  We are always accepting prospective patients and their families.  We take pride in providing exceptional care.

 

Q: Does the agency offer printed materials describing its services?

A: Yes, we provide numerous materials which explain the services and exceptional care we provide.  You can request these materials by providing the company with your information.  We will mail you out a brochure and other materials representing the agency.

 

Q: Is the agency an approved Medicare provider?

A: We are an upcoming agency and are in the process of becoming approved by Medicare, which we intended to happen by early 2017.

 

Q: Is the agency licensed by the state?

A: We have gone through licensure in the state of PA, by the Department of Health and The City of Philadelphia.

 

Q:  Does the agency provide patients with a “Bill of Rights/Responsibilities” of the agency, patient, and caregiver alike?

A:  Yes we provide a patient packet which provides all the information about We C.A.R.E. as an agency, the patient’s rights and the responsibilities of the agency and patient.  In this packet there is also information about who to report and concerns to in case of any discrepancies.

 

Q:  Is there a written plan of care for the patient’s treatment that the patient, physician and family participate in developing?

A: The patient, physician, and agency will have a printed copy of the patient’s personalized plan of care and any treatments provided.

 

Q: Is this plan updated over the course of the treatment?

A:  Yes, treatment plans are updated at least every 60-day episode and can be updated sooner for changes in condition or treatment plan under the physician.

 

Q: Does the patient get a copy of the plan?

A: Yes, patient will receive a copy of all treatment plans

 

Q: Does the agency staff educate the family members on the care being administered to the patient and ways they can assist?

A:  it is one of the services we provide as our skilled staff such as the Registered Nurses, Licensed Practical Nurses, Physical Therapist, Occupational Therapist, Speech Therapist, Social Worker, and Dietician, responsibilities are to explain care to the patient as well as their family or caregiver, and encourage them to take part in the treatment plan/process of the patient.

 

Q: Is the patient’s course of treatment documented, detailing the specific tasks to be carried out by each professional? (i.e. medicines, exercises, daily activities)

A: All activities and treatment provided for the patient will be documented.  A chart will also be provided by skilled staff, to show patient progress with treatment plans.

 

Q: Are supervisors assigned to oversee care to ensure that the patient receive quality care?

A: Yes, we have a quality assurance and improvement team.  This team will oversee all cases and meet at least once every month to ensure proper care is being rendered to patient.  We also will have satisfaction surveys sent to the patients to get feedback and suggestions for the future of We C.A.R.E. Home Health Agency.

 

Q: Are agency caregivers available seven days a week?

A: Yes, we have numerous full time, part time, and per-diem employees to ensure the patient receives adequate care. 

 

Q: Does the agency have a nursing supervisor on call and available 24 hours a day?

A: Yes, there is always a nursing supervisor on call 

 

Q: Does the agency ensure patient confidentiality? How?

A: Yes, we ensure confidentiality. Our patients are covered under the HIPPA privacy rule, which is designed to protect the patients’ personal health information. Violation of this act can result in disciplinary action leading up to termination, and legal actions.

 

Q: How are agency employees hired and trained?

A: The agency hires our employees based on their level of expertise in their specific field of study. We allocate extensive training to each employee per the job description, which is provided to them when they apply for employment.

 

Q: Does the agency require criminal record background checks and communicable disease screens for its employees?

A: Yes, a criminal background check is required for employment and annual medical screening are provided to each employee, this ensures compliance with the Department of Health of PA.

 

Q: What is the procedure for resolving issues that may arise between the patient/family and home healthcare staff?

A: There is a grievance process, explained in the patient information packet provided to the patient upon admission to the agency.  We will respond to all grievances promptly, but no later than 72 hours from time of submission.

 

Q: Who can you call with questions or complaints regarding patient care, caretaker issues or general questions?

A: You can call the Director of Nursing or Human Resources; they can be reach at (215)826-0102.

 

Q: What happens if a staff member fails to make a scheduled visit?

A: The staff member must reschedule the visit with the patient within 3 days and if they cannot reschedule, they must inform the agency.  We C.A.R.E. will deliver adequate staffing to ensure consistency of patient care.

 

Q: What should the patient do in this situation?

A: If there are any issues the patient can call the agency to ensure continuance of care.

 

Q: Who does the agency call if the agency caretaker cannot come when scheduled? (i.e. patient or family member)

A: The patient or their emergency contact person will receive a phone call from either the caregiver or the Director of Nursing, if the caregiver is unable to inform the patient themselves.

 

Q: What is the agency caretaker required to do? (i.e. inform patient, reschedule)

A: The caregiver is responsible for informing the patient and rescheduling the visit within 3 days of missed appointment.  The Director of Nursing will inform the patient if caregiver is unavailable.

 

Q: How does the agency handle billing? (i.e., will I be billed for services?)

A: The insurance company will be billed for services, if there is a co-pay the patient will provide co-pay at time services are rendered.  Payments can be made in check, credit card, money orders, or cash.  Make payable to We C.A.R.E. Home Health Agency.

 

Q: Will the agency provide a list of references?

A: Yes, you can soon access a list of references on our website