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PCHC Client HandBook

MISSION, VISION & VALUES STATEMENT

 OUR MISSION
We are committed to providing high quality, client-centered and affordable Home Care services to our clients to assist them to lead dignified and independent lives in the comfort and safety of their own homes. Their individual needs are carefully assessed, understood and met through the selective assignment of qualified, trustworthy and compassionate personnel.

OUR VISION
To be known and valued for providing the highest standard of in-home care services.• To be the provider of choice in the community.• To be the employer of choice in the community.• To be a financially viable agency.

OUR VALUES
Our mission and vision will be achieved through the application of our core values, which include: •keeping our client’s health, quality of life and well-being central in the design and delivery of services; •treating and interacting with our clients with respect, dignity, compassion, empathy, honesty, and integrity while recognizing and maintaining confidentiality of client information; •showing respect for all cultures, religions, ethnicities; sexual orientation, ages, gender and disabilities; •recruiting, training and retaining competent staff; •valuing, supporting, recognizing and appreciating our staff who are our greatest asset; •nurturing a work environment that encourages personal enjoyment and enhances job satisfaction and performance through recognition and reward; •developing and maintaining positive relationships with the community, including local Home Care and Health Care personnel/organizations; •conducting our business in an accountable and responsible manner; •adhering to the professional code of ethics of the Home Care industry; and, •applying continuous quality improvement measures throughout our Agency. * PATIENTS RIGHTS AND RESPONSIBILITIES Client RightsClients have the right to: 1. be cared for by qualified, competent and trained personnel; 2. be treated with courtesy, dignity and respect; 3. be spoken to or communicated with in a manner or language they can understand; 4. receive privacy and confidentiality in regards to their health, social, and financial circumstances and what takes place in their homes, in accordance with laws and Agency policies; 5. be free from any actions that would be deemed to be abusive. e.g. intimidation, physical/sexual/verbal/mental/emotional/material or financial abuse, etc.; 6. report instances of potential abuse, neglect, exploitation, involving any employee of the Agency, to the Elder Abuse Hotline; 7. be dealt with in a manner that recognizes their individuality and is sensitive to and responds to their needs and preferences; 8. receive services and be dealt with without regard to race, color, age, sex, sexual orientation, creed, religion, linguistics, disability and/or familial/cultural factors; 9. be informed of the laws, rules and policies affecting the operation of the Agency; 10. be informed of procedures for initiating complaints about the delivery of service, without fear of reprisal or retaliation; 11. be informed of the cost of services and procedures for notifying them of any increase in the cost of services; 12. be informed of the Agency’s Code of Ethics policy; 13. be informed of the Agency’s policy on Unstable Health Conditions; and, 14. be informed of the Agency’s policy on Withdrawal/Termination of Services. * MATCHING CLIENTS WITH CAREGIVERS: To ensure that clients and Home Care Workers are suitably matched.PCHC endeavors to match a client with the Home Care Worker who is most suitable, in accordance with the organization match selection criteria. * CLIENT SERVICES/DESCRIPTIONS *Personal Care, *Homemaker, * Home Care/ Sitter, *Companion/Sitter, *Respite, *Friendly Reassurance, and *Chores. Descriptions: 1. Personal Care Services: *Personal Care Attendants provide service to individuals in their own homes and communities, who need assistance caring for themselves as a result of old age, sickness, disability and/or other inflictions. Personal Care may include assistance with the activities of daily living, housecleaning, laundry, meal preparation, transportation, companionship and respite, •Personal Care Attendants are responsible for ensuring that service is delivered in a caring and respectful manner, in accordance with relevant PCHC Agency policies and industry standards. 2. Home Care/Sitters Services: *Home Care/Sitter provide service to individuals in their own homes and communities who need assistance caring for themselves as a result of old age, sickness, disability and/or other inflictions. .Home care may include light housecleaning, laundry, meal preparation, transportation, companionship, respite and advice on such things as nutrition, cleanliness and household activities. •Home Care/Sitter are responsible for ensuring that service is delivered in a caring and respectful manner, in accordance with relevant PCHC Agency policies and industry standards. 3. Respite Services: * Respite care services are services furnished on a short-term basis because of the absence or need for relief of those persons normally providing the care. 4. Friendly Reassurance Services: * Friendly Reassurance Services refer to making regular contact, through either telephone or in-home visits, with homebound individuals to assure their well being and safety. 5. Chore Services: * Chore Services are short-term, non-continuous tasks necessary to maintain a clean, safe, sanitary and habitable home environment to maintain clients’ health and safety.
6. Companion/Sitter Services: * Companion/Sitter services include non-medical care, socialization and basic supervision to ensure a client’s safety and well-being. .Companions may provide light housekeeping tasks, which are secondary to the care and supervision of the client. 7. Homemaker Services: * Homemaker services offer direct and practical assistance with household tasks and related activities. Homemaker services assist the client who has experienced a loss in the ability to perform the instrumental activities in daily living to remain in a safe, clean and healthy home environment. Instrumental Activities of Daily Living refers to certain daily tasks (light housework, preparing meals, taking medications, shopping for groceries or clothes, using the telephone, and managing money), which enable clients to live independently in their community. 8. Home Health Maids House Cleaning Technician Crew: *This healthy, health oriented cleaning crew will clean your loved ones or families entire home every two weeks at an affordable price. 9. Transportation Aide Services: * Transportation Moving Aides are trained to assist your loved one pack and move their personal belongings from their private home to hospital or nursing home or from hospital to their private home or nursing home. * SERVICE AGREEMENT: 1. Term of Agreement. The term of this agreement will start on the Effective Date, and will continue on an as-needed basis until the Agreement is terminated by either party, as provided hereunder. 2. Services Requested. We will provide the services (“Services”) requested and agreed upon as set out in the Service Plan enclosed. The preferred day, time and duration of services will be mutually agreed upon by you and/or your representative and the agency. 3. Rates, Fees & Deposits. We will provide the services at the rates set out in the current Rate/Fee Schedule enclosed. A deposit of $_________ /50 %) is required prior to commencing services.4. Billing. We bill on a weekly basis. Any questions regarding your invoice should be directed to our office. 5. Payment and Overdue Accounts: * Fees for services rendered are payable upon receipt of invoice. Payment may be made by check, money order, cash or credit card. An account is considered overdue if not paid within 10 days of the billing date.Interest will be charged on account balances which remain unpaid for 12 days or more after the same becomes due at the rate of 10 % per month, until paid. We reserve the right to discontinue providing services until the account is paid in full, including any additional charges and accrued interest. A $25.00 returned check fee will be charged. Checks are to be made payable to Passionate Compassionate Home Care, LLC. 6. Cancellations: * Cancellations may be made up to 3 days in advance of a scheduled visit without charge. We reserve the right to charge for a scheduled visit if insufficient notice is not given. 7. Termination: * Either “Client” or “Agency” may terminate this agreement at any time upon written notice to the other party. If either party terminates this Agreement, all fees due at time of termination will be due and payable by you immediately. We will immediately refund any prepaid fees. 8. Governing Law: * The laws of the State of Connecticut shall govern this agreement. 9. Agency’s Responsibilities: * Passionate Compassionate Home Care, LLC responsibilities are outlined on the enclosed “Rights and Responsibilities” form 10. Client’s Responsibilities: * Your responsibilities are outlined on the enclosed “Rights and Responsibilities” form. You will be required to sign it. 11. Transportation: * If an employee of the Agency transports a client in their own, company vehicle or the client’s vehicle, the client will release the Agency and/or that employee from all liability should an injury or accident occur. 12. * You may not privately/directly hire an Agency employee for a period of 10 years following the date that employee last provided services for you. In the event you break this condition, a replacement fee of $10,000. 00 is due to the Agency immediately upon your employment of that individual. 13. Severe/Bad Weather: * In severe weather, we may determine it is not safe for our Home Care Workers to travel and provide services to your home that day and may have to cancel that day’s service. When this occurs we will notify you and reschedule. We appreciate your understanding regarding this matter. 14. Supplies and Equipment: * You are responsible for supplying all supplies (i.e. cleaning, personal care, gloves, masks etc.) and equipment which may be necessary in the provision of services. Extra charges will apply if the Agency provides the supplies and/or equipment. 15. General Information: * You will be provided with a list of contact names and numbers in the event you have any questions or concerns or should an emergency arise. Contact Person: Hartence G. Lee, Director/Administrator: Office (888) 403-8884 or Direct to Director (203) 331-7228.* Your signature and /or your representative’s signature below indicate that you and/or your representative have read, understand and are in agreement with the terms and conditions of this Service Agreement. Client/ Representative: Signature:__________________________________________________________________________________________________________________________________ *SERVICE PLAN: * Client’s Functional Limitations:Hearing ____ Speech ____ Vision ____ Mobility ____ Swallowing ____ Breathing ____Cognition ____Performing Activities of Daily Living ____ Other ____Special diet and /or Nutritional Needs _____ Allergies _____ Medications ____Referred By (i.e. self, friend, family, etc.): ___________________________________________
Goals: ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Frequency: (per visit, per request, daily, weekly, etc.) Services Requested: Homemaking/Housekeeping: Vacuum/Sweep Floors, Clean Refrigerator (inside), Dust Furniture, Defrost Refrigerator, Polish Furniture, Clean Oven/Microwave, Clean Mirrors, Clean Bathroom Sink, Wet Mop Floors, Clean Bathtub/Shower, Clean Kitchen Surfaces, Clean Toilet, Clean Inside Windows, Make Bed, Change Bed Linen, Prepare Breakfast, Prepare Lunch, Prepare Dinner, Prepare Food For Next Day, Laundry( Washer & Dryer), Laundry( Hand Wash), Laundry(Laundromat), Hang Out Clothes To Dry Frequency: (per visit, per request, daily, weekly, etc.) Services Requested: Companion/SitterCompanionship/Supervision& Overseeing Of Client’s Activities: Incidental Duties Including Housekeeping & Laundry, Transportation & Escort, Socialization Activities, Taking Client For Walk Meal Preparation , Serving & Clean Up, Medication Reminding, Assistance with Correspondence, Shopping, and Bill paying Services Requested Frequency (per visit, per request, daily, weekly, etc.) Personal Care: Assisting with Bath/Shower, Sponge Bath, Bed Bath, Wash Hair, Stand By For Safety, Shaving(face,legs,underarms), Brush Teeth, Clean Dentures, Clean Hearing Aid(s), Clean Nasal Cannula, Nail Care(Filing), Routine Skin Care, Dressing/Undressing, Wash Hands & Face, Toileting-Toilet, Commode, Bedpan, Toilet Hygiene, Assisting With Feminine Hygiene Needs, Changing Diapers(i.e. Depends), Assistance With Eating & Drinking Utensils, Adaptive Devices, Supervision/Encouragement, Transferring, Positioning, Assist With Walking/Wheel Chair, Cane, Assist With Exercising, Take Client For Walk, Supervision/Assistance With Therapy, Medication Reminding. Services Requested: Frequency (per visit, per request, daily, weekly, etc.) Respite Care: (List duties/tasks usually undertaken by caregiver & which are to be performed) Services Requested: Frequency (per visit, per request, daily, weekly, etc.) Friendly Reassurance/Phone Check/Home VisitFriendly Home Visit Check, Telephone Check/Monitor Services Requested: Frequency (per visit, per request, daily, weekly, etc.) Home Health House Cleaning Technician Crew: Services Requested: Frequency (per visit, per request, daily, weekly, etc.) Moving Transportation Aides: Services Requested: Frequency (per visit, per request, daily, weekly, etc.) Chores-Intermittent: Heavy cleaning (floors, walls, carpets, rugs, exterior windows, patio, etc.), Lawn & Garden Maintenance (cut grass, rake leaves, edging, etc.), Clearing sidewalks of ice, snow, etc., Miscellaneous Handyman Tasks, Miscellaneous Services, Grocery Shopping, Errands (paying bills, pick up mail, prescriptions, etc.), Special Requests/Needs, Money/Financial Management Notes/Comments:The following information has been provided to and/or discussed with the Client:____ Roles and Responsibilities _____ Code of Ethics _____ Costs & Billing ____ Confidentiality of Client Information _______Contact Information ______ Client Consent Other: _________________________ Documentation & Information:I acknowledge that the information and documentation as noted above, has been discussed with me and I will be provided with a copy.Client Consent: I consent to have the Non-Medical Home Services as requested and recorded in this Service Plan. I understand that my service requests/needs will be reviewed by the Supervisor at least every month, or as required, and that the service(s) may be changed according to my needs, wants or wishes. *CLIENT ABUSE: PCHC will strive to: 1. To recognize the signs and symptoms of client abuse; 2. to take timely and appropriate actions in an effort to help reduce the occurrence of abuse; and, 3. to ensure that staff are aware of the seriousness and consequences that may result to anyone suspected of, or found responsible for, client abuse.The policy of PCHC is to take all cases of suspected and proven abuse seriously. It will: 1. not tolerate any hint or form of client abuse by anyone including employees, outside Health Care Workers or other individuals; 2. document and investigate and/or report all cases of suspected abuse; and, 3. terminate employees found to be guilty of abuse.DEFINITIONS: Client Abuse means a knowing, intentional, or a negligent act by a caregiver or any other person that causes harm or a serious risk of harm to a vulnerable client. Mistreatment in any of the following areas is considered to be client abuse: a. Emotional Battering, which causes pain, anguish or distress through harassment, threat, intimidation or other verbal or non verbal actions. b. Financial Exploitation, which is the improper or illegal use of a client’s funds, assets or property for personal advantage. c. Neglect, which can be either physical or emotional, consists of confinement, isolation or denial of essential services. d. Abandonment, which occurs when a caregiver, who is responsible for providing support, deserts the client. e. Self Neglect, which occurs when an individual does not take care of his/her own health and safety needs and thus is at risk for illness or injury. f. Physical Assault, which includes any type of physical force or violence that results in injury, impairment or physical pain to the body. g. Sexual Abuse, which consists of non-consensual, sexual contact including situations wherein the individual is not capable of giving consent. h. Healthcare Abuse, which includes activities such as not providing health care but charging for it, getting kickbacks for referrals, double billing for services, etc. *CONFIDENTIALITY OF PATIENT RECORDS: 1. To ensure that all client information is protected; 2. to prevent inappropriate and/or unauthorized disclosure of client information; and, 3. to comply with all federal, state and local laws pertaining to client confidentiality. PCHC is committed to keeping private and confidential all client information it gathers or receives via referral from other individuals or organizations.
1. The Agency shall respect the privacy and keep confidential all information and records of its clients. 2. Client information shall be protected from loss or destruction. 3. Access to client records and Agency data shall be accessible only to: a. the Manager/Administrator; b. the Supervisor; and,c. employees or contracted individuals directly involved in the case. 4. Caution must be taken to ensure printed information about a client is not abused or used without authorization. 5. Disclosure of information shall not be made to Third Parties without the written consent of the client except when: a. it is a requirement of law; b. staff or contracted individuals require the information in order to provide services to the client; c. the client has authorized certain individuals or organizations to be given information; and, d. certain representatives have been authorized to investigate the Agency. 6. Written consent to release information to Third Parties shall be obtained by having the client sign the Agency’s Consent to Release Information form. 7. Individually, identifiable, personal information shall be handled in the same confidential manner whether it is in written, electronic or verbal form. 8. All active and inactive client records shall be stored in a secure location in the Agency office. 9. Personal information shall not be left on a client’s voice mail, unless the client has given permission to do so. If permission is not given, a message shall be left for the client to return the call. 10. Any client information that is being transmitted by fax, mail or other means, shall be done in a secure manner. 11. Confidential client information shall be destroyed through shredding. 12. Employees shall report any potential, suspected or actual breaches of client confidentiality to the Supervisor. 13. Should any suspected or actual breaches in client confidentiality occur: a. the details shall be fully documented; b. the incident shall be investigated by the Administrator/Manager or Supervisor; c. the employee involved shall be questioned; and, d. if there is just cause, the employee involved shall be subjected to disciplinary action.
1. Clients shall receive training on privacy and confidentiality during orientation and during ongoing reviews. 2. Professional standards or practice shall be applied at all times. 3. Clients shall be provided with information on the legal requirements of confidentiality, as mandated by state and federal law. 4. Clients shall be informed about and understand the Confidentiality and Privacy of Client Information. *ACCESSING CLIENTS NEEDS PURPOSE: To visit clients in their home environment to assess their service needs, wishes and preferences and to determine if the Agency has the skills and competence required to meet their needs. POLICY: PCHC shall, in consultation with the client/client’s representative, determine his/her the unique service requirements prior to implementing any services.1. The person requesting the service shall be contacted to arrange a suitable time for an in-home visit.2. At the beginning of the discussions, the following should be explained:a. the purpose of the visit;1. Clients may have a family member or a friend present during the visit to provide support and assistance, if they choose. 2. A good rapport should be developed early in the process to express a sense of caring, trust, support, professionalism, respect and understanding.3. Language that is easily understood should be used, avoiding, where possible, any medical jargon.4. In-home assessments provide the basis for a positive and mutually beneficial relationship between the client/client’s representative and the Agency and are a critical component of the Service Delivery Process. *ACCEPTANCE OF CLIENTS PROCEDURES:1. In-home evaluations shall be conducted in a timely fashion following a request for service. 2. Supervisor shall evaluate a prospective client/client’s representative request for services prior to accepting an individual as a client. 3. The evaluation shall be comprehensive enough to determine the ability of the Agency to meet the requests and needs based on the Agency's overall service capability. 4. The identified needs/problems shall be reviewed with the client/client’s representative to determine the services required and the ability of the Agency to meet the prospective client’s requests/needs. 5. If the Agency can provide the services, the client shall be provided with all the necessary information/material in order to make an informed decision.6. Supervisor shall document that the above information has been given to the client/client’s representative.7. The client/client’s representative, after review, shall be given the opportunity to either accept or refuse services.8. If a client is accepted for service, a Service Plan shall be developed jointly with the client/client’s representative and a written Service Agreement shall be signed by the client/client's representative and the Supervisor.9. A copy of the Service Plan and the Service Agreement shall be given to the client and the originals shall be placed in the client’s record.10. A referral, at the request of the client may be made, if the Agency cannot meet the needs of the client. *MONITORING AND FOLLOW-UP: PURPOSE:To outline the requirements and timeframes for monitoring and following-up on the service plan once home care services have been implemented.POLICY:PCHC requires that all clients, who receive home care services from the Agency, receive ongoing monitoring and regular follow-up on the Service Plan to ensure that implemented services are effective and efficient and to determine if revisions are required. PROCEDURES:1. Supervisor shall conduct regular monitoring and follow-up on the Service Plan to:a. ensure that the interventions in place are working as desired or expected; and,b. to anticipate or respond to any new problems, which may develop. 2. Supervisor shall monitor continually and follow-up:a. with a phone call or home visit 2 weeks after the implementation of services;b. with a home visit every 90 days thereafter; or, c. with a phone call or home visit more frequently, if required. 3. Supervisor shall ensure that revisions to the Service Plan are made if monitoring and follow-up evaluations indicate that the:a. interventions in place are not getting the job done;b. client has developed additional problems; and/or,c. client no longer needs the intervention(s).4. Major changes to the Service Plan shall only be made after a careful evaluation of the need for change is undertaken and the Supervisor has obtained input from health care professionals and/or other organizations, companies or community resources involved in the case.5. When changes are made to the Service Plan, as a result of monitoring and follow-up, Supervisor shall amend the Service Agreement accordingly and have the client/ client’s representative initial and/or sign the changes.6. Supervisor shall document all monitoring and follow-up activities in the client’s file.7. Supervisor shall be aware of the Agency’s limits of expertise and shall not attempt to do anything, which the Agency is not qualified to do. 8. Once the Service Plan has been revised to reflect changes, Supervisor shall continue with the monitoring and follow-up, as an on- going process. *FEES AND RATES: 1. PCHC has a defined schedule of fees/rates for the various types of services it delivers. 2. The Agency’s service fees are based on: a. the type of service delivered; b. 12 hour days or nights; and/or, c. live-in or live-out arrangements. 3. The Agency does not charge for the initial visit and/or assessment. 4. Effective January 1, 2023, the Agency’s service fees/rates are as follows: (Select the services you will be providing, the minimum hours required (if any) per visit and the fees/rates you will be charging.)
Service- Minimum Hours- Fees/Rates Homemaker- 4, 6, 8 minum $ 30.00/hr Companion/Sitter- 2,4,6 minum $ 25.00/hrPersonal Care- 6, 8, 10, 12 minum $ 50.00/hr Friendly Reminder/ Reassurance- 2, 4 minum $ 25.00/hrRespite- 24 minum $ 250.00 / day Live-in- 24 minum $ 300.00 / day 12 Hour Day- 12 minum $ 45.00 / hr12 Hour Overnight- 12 minum $ 45.00 / hr Chores- 4,8 minum $ 45.00 / hr per cleaner Home Health House Cleaning Maids- vary depending on (size of home) $ 50.00 / hr per cleaner Moving Transportation Aides- 2, 4 minum $ 35.00 / hr5. The Agency’s charges for Statutory Holidays shall be at a rate 1 ½ times the standard rate. 6. The Agency recognizes the following Statutory Holidays: (Christmas Day, New Year's Day, Easter, Memorial Day, Independence Day, Thanksgiving Day). 7. The Agency charge will charge the current mileage rate of 62.5 cents /mile) example: 1 mile = 0.63, 2 miles = $ 1.25, 3 miles = $ 1.88 for use of the Agency’s or personal/private vehicles. 8. The Agency’s fee/rate structure shall be consistently applied.
WITHDRAWAL AND TERMINATION: PURPOSE:To outline the conditions wherein services to clients may be withdrawn and/or terminated.
POLICY: Passionate Compassionate Home Care, LLC will withdraw/terminate services to clients when services are no longer required/desired and/or when the safety and/or the health of the client and/or the employee may be at risk.
PROCEDURES:1. At the client’s request, services shall be terminated immediately, in accordance with the Service Agreement.2. The Agency shall withdraw/terminate services in the following situations:a. Agency is no longer able to meet a client’s needs;b. client’s home environment is no longer safe or healthy;c. client no longer requires the services; d. client is admitted to a care facility; e. client dies; f. client does not comply with the Service Agreement; or,g. client, or other individual living in the household, threatens or abuses an employee(s).3. Employees, who are threatened or abused, shall:a. leave the situation immediately;b. contact the Supervisor or Manager/Administrator by telephone;c. provide details of the threats or abuse; and,d. complete the Agency’s Incident Report form, when able.4. When employees have been threatened and/or abused, the Manager/Administrator and/or Supervisor shall:a. determine what action(s) to take; and,b. whether or not to continue services.5. If the Manager/Administrator and/or Supervisor determine that it is no longer appropriate for the Agency to continue delivering services in a home wherein an employee has been threatened or abused, then:a. services to that client shall be terminated; and,b. a referral to a program or agency that might meet the client’s needs may be made. *CLIENTS NOTIFICATION AND CHANGES: PURPOSE:To outline the Agency’s requirements for changes in service to clients.
POLICY:Passionationate Compassionate Home Care, LLC requires that clients be given 24 hours notice of any significant changes in the Service Plan and/or the schedule for delivering services.
PROCEDURES:Changes to Service Plan1. When changes are to be made to the Service Plan, clients shall be notified about the changes at the time of the visit.2. When changes are made, details shall be documented and shall include, but not be limited to, the following: a. specific changes in the Service Plan; b. client’s response and/or acceptance to the changes; and,c. date and time notification was given. Changes to Service Schedule1. In-home employees shall contact clients the night before service is to be delivered to verify the approximate time they will arrive to provide services. 2. If in-home employees are delayed and will be one hour or more later than initially scheduled to arrive at clients’ homes, they shall notify the clients of the change and obtain their acceptance.3. If there are to be any significant changes to the schedule, such as moving a morning visit to the afternoon, the in-home employees shall notify the Supervisor of the change. 4. If in-home employees are not able to provide services as a result of unforeseen problems, they shall notify the Supervisor immediately. *TRANSFERRING CLIENTS IN PRIVATE VEHICLES PURPOSE:To outline procedures for transporting clients in a private/personal vehicles and client-owned vehicles.
POLICY:Passionate Compassionate Home Care, LLC permits its employees to transport clients in private/personal vehicles and client-owned vehicles providing transportation services are specified in the Service Plan and providing specific criteria are met.
PROCEDURES:1. Prior to transporting clients, employees shall undergo a driving record check and must demonstrate they have had a clean driving record for the last three years. 2. Employees, who will be assigned transportation duties, shall either have their own vehicle or have access to a reliable, insured vehicle.3. Employees shall have a valid driver’s license and carry adequate/appropriate vehicle insurance, including full comprehensive and liability insurance.4. Employees, using private/personal vehicles for transporting clients, shall use them at their own risk and shall be liable for all insurance and other costs, including damage, associated with such usage.5. (Some companies/agencies may want clients to sign a waiver to release the Home Care Worker and/or the Agency from any liability in the event of an accident. Client must sign a waiver to release Home Care Worker and Agency from any liability in the event of an accident. 6. Employees shall make sure their insurance company knows they are using a private/ personal vehicle for transporting clients.7. A copy of an employee’s current and appropriate/adequate vehicle insurance shall be kept in the employee’s file and shall be updated annually. 8. The safety equipment in any private/personal vehicle used for client transportation shall be in good operating condition. e.g. blinkers, lights, brakes, back-up lights, seat belts and tires. 9. Clients, who receive transportation services from an employee, who uses a personal/ private vehicle, shall be charged a mileage rate, as determined by the Agency10. Employees, who are asked to drive a client/client’s/representatives/other individual’s vehicle, shall request to see proof of valid vehicle insurance before they drive the vehicle. 11. Employees shall only drive clients’ vehicles if the safety equipment is in good operating condition.12. Employees, who transport clients, shall ensure a copy of the client’s health insurance information is in the transporting vehicle, in case of an emergency. 13. Should employees be involved in a motor vehicle accident, in the course of their duties, they shall report the accident to the Agency office as soon as possible.14. Employees shall follow the stipulations provided in the Agency’s policy on Privately-Owned and Agency Vehicles.
*CLIENT EMERGENCIES PURPOSE:To outline procedures to follow when clients are in an emergency situation.
POLICY:Passionate Compassionate Home Care, LLC requires that all its personnel follow specific procedures when clients are in an emergency situation.
PROCEDURES:1. If clients fall, when care is being provided, and are injured:a. Do not move them unless they are in serious and immediate danger.b. Call “911” following procedures outlined in “Guidelines”.c. Make them as comfortable as possible.d. Call the Agency office to report the incident and await further instructions.e. Stay with them until assistance arrives.f. Ensure the home is secure when leaving.g. Complete the Agency’s Incident Report, as soon as possible.2. If clients collapse or are taken seriously ill:a. Call “911”.b. Make them as comfortable as possible.c. Call the office to report the incident await further instructions.d. Stay with them until assistance arrives.e. Ensure the home is secure when leaving.f. Complete the Agency’s Incident Report as soon as possible.3. Signs and symptoms, which may indicate clients are in an emergency situation and require the Home Care Worker to contact “911” include, but are not limited to, the following: a. difficulty breathing or no breathing;b. no pulse;c. bleeding severely;d. chest/neck/jaw/arm pain;e. losing consciousness or are unconscious;f. suspected fracture; g. badly burned;h. inability to move one or more limbs;i. seizure;j. suffering from: i. hypothermia (below normal body temperature); or,ii. hyperthermia (well above normal body temperature).k. poisoning;l. diabetic emergency;m. stroke; or,n. doubt exists as to the seriousness of the situation.4. Manager/Administrator or Supervisor shall contact local law enforcement authorities immediately in situations which include, but are not limited to, the following: a. physical abuse, involving physical injury inflicted on a client by an employee; b. physical abuse of a client by a person, who is not an Agency employee; c. sexual abuse of a client by an employee; d. commitment of an alleged crime in the client’s home by a person other than the client; e. death of a client, which appears to be the result of something other than a disease process; or,f. insurance of a client’s safety in situations, which require local law enforcementnotification. 5. All client emergencies shall be documented in the Agency’s Incident Report. GUIDELINES1. Home Care Workers should be trained in CPR.2. Agency personnel shall be educated and trained in handling emergency situations. 3. All personnel shall be familiar with the following procedures for calling “911”: a. Dial “911”.b. State: “This is an emergency!”c. Give the phone number you are calling from. d. Give the address of the emergency.e. Describe the problem and how it happened, if known; otherwise, give the facts and describe what has been observed. f. Provide your name. g. Remain calm. h. Follow the “911” dispatcher’s directions.i. Advise dispatcher immediately if you are not trained in CPR.j. Don’t hang up before the dispatcher hangs up. k. Reassure the client/family. 1. Incident Report *FAILURE OF CLIENTS TO ANSWER DOOR PURPOSE:To outline procedures for situations wherein clients do not answer their doors, resulting in the inability of personnel to gain entry. POLICY:PCHC requires that all its personnel follow specific procedures when clients do not answer their doors due to emergency, non emergency and other situations. PROCEDURES:1. If the client does not answer the door and the door is unlocked:a. the Home Care Worker shall: i. enter the client’s home, calling out his/her name; ii. if client does not respond, check the house to determine if he/she is there;iii. if the client is not at home, leave and close the door; iv. check with the neighbors to determine if they have any information regarding the client’s whereabouts and then advise Supervisor that:  the client is not home and provide the reason for his/her absence; or, the client is not at home for unknown reasons.b. If the client is absent for known reasons, the Supervisor shall give direction to the Home Care Worker.c. If the client is absent for unknown reasons, the Supervisor shall:i. call the client’s emergency contact person to advise him/her that the client isn’t home for the scheduled service; and,ii. inquire to see if the client has any scheduled appointments, is hospitalized or has another reason for not being home and leaving the door unlocked.2. If the client does not answer the door and the Home Care Worker cannot gain access:a. The Home Care Worker shall:i. Look through the letter box, windows, side and back of house and basement, etc. to determine if client can be seen. ii. If the client cannot be seen, check with the neighbors to determine: if they have any information regarding his/her whereabouts; and/or, if they have a key to the house.iii. If the neighbors do not have any information regarding the client’s whereabouts or do not have a key, telephone the Supervisor for further instructions.b. Supervisor shall:i. contact the client’s emergency contact person to advise him/her that the client isn’t home for the scheduled service; and,ii. inquire to see if the client has any scheduled appointments, is hospitalized or has another reason for not being home and leaving the door unlocked.c. If the emergency contact person is available, encourage him/her to contact the local law enforcement for assistance with entering the client's home.d. If it is determined that the client is not home and is not lying sick or injured at home, notify all persons involved about the outcome. 3. If the Home Care Worker can see the client lying on the floor and/or can determine that he/she is not responding, the Home Care Worker shall:a. Call “911” following procedures outlined in the Agency’s policy on Client Emergencies.b. Call Supervisor to report the incident and await further instructions.c. Stay at client’s home until help arrives. And,d. Ensure house is secure when leaving.4. If the Home Care Worker finds the client apparently dead, the Home Care Worker shall:a. Call “911”.b. Call Supervisor or Manager/Administrator and await further instructions.c. Remain at the client’s home until assistance arrives.d. Not touch anything at the client’s home.e. Ensure house is secure when leaving. And,f. Complete the Agency’s Incident Report. GUIDELINES1. Clients shall be informed about the importance of leaving a house key with an emergency contact person or neighbor in case of an emergency.2. The emergency contact person shall be told that if Agency personnel are not able to get hold of them, “911” will be called. 3. This policy on Failure of Clients to Answer Door shall be reviewed with clients.4. Clients shall be asked to notify the Agency office if they will not be at home when service is scheduled to be provided.5. Clients shall be given the Agency’s telephone number/other contact methods and encouraged to keep them in an accessible location.6. All clients, who live alone, shall be educated on the importance of:a. having an Emergency Response System installed;b. wearing an Emergency Response System bracelet/ necklace; and,c. using the Emergency Response System, if needed. 7. All personnel shall be familiar with procedures for calling “911”, as outlined in the Agency’s policy on Client Emergencies. *ENTERING CLIENTS HOMES PURPOSE:To outline procedures for Agency personnel entering clients’ homes. POLICY:Passionate Compassionate Home Care, LLC has specific procedures in place for entering clients’ homes, which all Agency personnel are required to follow. PROCEDURES:1. The Agency shall not normally possess keys to clients’ homes. Any exceptions to this rule shall be considered on a case-by-case basis and shall include, but not be limited to, the following:a. no family member/friend is available to assume this responsibility;b. exceptional circumstances exist that necessitate the need for the Agency to have a key;c. the Agency will have possession of the key for the shortest amount of time possible; i.e. until alternate arrangements can be made; d. written permission is obtained from the client/client’s representative/family; and,e. Manager/Administrator gives his/her authorization. 2. When entering clients’ homes, personnel shall:a. knock first and wait for a response;b. identify themselves by calling out their names, position and the Agency’s name before entering; and,c. on initial visits, show identification cards, which provide:i. personal photo;ii. name;iii. position; and,iv. Agency name. Supervisor shall introduce the Home Care Workers to clients prior to or upon the initial delivery of services. 3. Once inside clients’ homes, employees shall close and lock the door behind them.4. Employees shall take precautions to avoid startling those clients with sight and/or hearing disabilities.5. Personnel shall not take any unauthorized person (including children and pets) into clients’ homes without first obtaining permission from the client/client’s representative/family and the Supervisor.6. House keys shall not be taken to employees’ homes or be duplicated.7. Any loss or theft of client house keys shall be reported to the Supervisor immediately.
*UNSTABLE HEALTH CONDITIONS: PURPOSE:To provide procedures to follow should clients’ medical or health conditions become unstable or unpredictable. POLICY:Passionate Compassionate Home Care, LLC does not assume responsibility for managing clients’ medical conditions in the event that they become unstable or unpredictable. PROCEDURES:1. Supervisor shall advise all Home Care Workers of the importance of reporting changes in clients’ conditions. 2. Home Care Workers shall receive training for identifying changes in clients’ conditions.3. Should Home Care Workers observe any significant changes in clients’ physical, mental, and/or emotional conditions, they shall report them immediately to the Supervisor.4. If clients’ medical/health conditions become unstable or unpredictable and/or if services can no longer be provided in a safe and efficient manner, the Agency shall notify the client/client’s representative of the need for a referral to a professional or an agency, which can provide the extra/skilled services. 5. Notification of the required services becoming outside the Agency’s scope of services, shall be:a. given orally or in writing; and,b. documented in the clients’ records. PURPOSE:To ensure there are no discrepancies between the client and the Agency and the Home Care Worker and the Agency about the number of service hours a client receives, which will be utilized for billing and payroll purposes. POLICY:Passionate Compassionate Home Care, LLC requires that, at the end of each shift, all clients confirm in writing the number of hours each Home Care Worker provided services to them. PROCEDURES:1. Employees shall carry the Agency’s Employee Time Sheet with them when providing service to clients.2. Every time an employee provides services to a client, the employee shall record on the Employee time Sheet the following information:1. client’s name;2. time that service was provided (i.e. 9 a.m. to 11:00 a.m.);3. total number of hours of service provided (i.e. 2 hours); and,4. type of primary service being provided (i.e. personal care; homemaking, companionship, chores, etc.)3. Employee shall review with the client/client’s representative, the hours of service he/she recorded4. Client/client’s representative shall confirm the accuracy of the hours recorded by signing the Employee Time Sheet. .5. Employee shall submit the Employee Time Sheet to the Agency office every week for billing and payroll purposes.
*DISCRIMINATION/SEXUAL HARASSMENT: PURPOSE: To take reasonable measures to prevent incidents of sexual harassment in the workplace and to deal promptly and fairly with any reports of sexual harassment in a confidential and discreet manner.
POLICY:Passionate Compassionate Home Care, LLC is committed to protecting the welfare of its employees/clients/families by providing employees with a set of guidelines to prevent sexual harassment.
DEFINITIONS:1. Sexual HarassmentSexual harassment is any unwelcome sexual advance(s), request(s) for sexual favors, and other verbal or physical conduct of a sexual nature when:a. submission to such conduct is made either explicitly or implicitly a term or condition of an individual’s employment; b. submission to or rejection of such conduct by an individual is used to determine employment decisions affecting such individual; c. such conduct interferes with an individual’s work performance; and/or,d. such conduct creates an intimidating, hostile or offensive working environment.2. Consensual RelationshipA consensual relationship is one in which two people are engaged, by mutual consent, in an emotionally (romantic) and physically (sexually) intimate relationship.
PROCEDURES:1. If the sexual harassment is perceived to be of a criminal nature, it shall be reported to the relevant jurisdictional authorities or to the police.2. The Agency shall apply this policy to the in-home job site, office job-site and other sites.3. The policy shall apply to sexual harassment by Agency personnel at all levels and clients/families.4. Actions that the Agency shall consider to be sexual harassment include, but are not limited to:a. sexiest jokes or comments that are insulting, demeaning or derogatory toward a person because of sex, which are obviously offensive or which continue after the offended person(s) have advised the speaker they are find the remarks offensive; b. persistent, unwanted attention or requests of a sexual nature after a consensual relationship has ended;c. demands for sexual favors in exchange for employment advantages, promises employment advantages or withdrawal of employment advantages;d. unwanted comments about a person’s body, sexuality, sexual orientation or sexual conduct; e. sexually suggestive or obscene gestures;f. displays of sexually suggestive material such as posters, printed material or objects;g. unwanted flirtations, sexual propositions or advances; and/or,h. unwanted touching, pinching or fondling.i. sexiest jokes or comments that are insulting, demeaning or derogatory toward a person because of sex, which are obviously offensive or which continue after the offended person(s) have advised the speaker they are find the remarks offensive; j. persistent, unwanted attention or requests of a sexual nature after a consensual relationship has ended;k. demands for sexual favors in exchange for employment advantages, promises employment advantages or withdrawal of employment advantages;5. Any person(s), including clients/families, who have been harassed by an employee, in the course of their employment with the Agency, may initiate a complaint.6. Both direct methods and indirect methods of behavior, such as telephone calls or written text, are covered by this policy.7. Complainants shall report any sexual harassment as soon as possible after it occurs.8. Complaints should be made in writing, signed and given to the Supervisor, who shall consult with the Manager/Administrator. After discussion with the complainant:a. the Manager/Administrator shall give an opinion on whether or not the incident suggests sexual harassment;b. regardless of the advisor’s opinion, the complainant may proceed with a formal complaint. When the facts suggest sexual harassment, but the complainant does not wish to pursue the matter:i. the Manager/Administrator may still proceed with the investigation; or,,ii. the Manager/Administrator may take into account the wishes of the complainant. If the complainant wants to resolve the problem informally, then the Manager/Administrator may meet with the alleged harasser to facilitate a mutually agreeable solution. c. when a formal complaint is made:i. the investigation will be conducted in a confidential and discreet manner; ii. the compliant will be kept informed at all phases of the investigation and resolution; and,iii. the alleged harasser and/or complainant may have legal counsel as their representative. 2. When investigating a complaint of sexual harassment:a. the alleged harasser shall be given a copy of the written complaint;b. the alleged harasser will be provided with a disclosure of the nature of the complaint and shall be given an opportunity to respond;c. witnesses will be interviewed to obtain evidence that is relevant to the complaint;d. the investigation findings shall be reviewed by with the complainant and the alleged harasser, with additional information being obtained, as indicated; and,e. the complainant will be asked what outcome he/she would like to see; 3. Both the complainant and the alleged harasser shall be informed of the findings and intended sanctions as soon as the investigation is complete.a. If it is determined that no sexual harassment occurred, the findings will be communicated to the complainant.b. If it is determined that sexual harassment has occurred, the harasser will be subject to discipline. 4. Discipline, regardless of position in the Agency, may consist of one or a combination of the following:a. a written apology;b. referral or counseling;c. a reprimand and written report to the employee’s file;d. reassignment;e. suspension; and/or,f. discharge from the Agency.5. If the investigation reveals that that complainant falsely accused another of sexual harassment, the complainant will be appropriately disciplined and the documentation will be kept in his/her personnel file.6. If retaliation is used against a complainant who reports an incident of sexual harassment, appropriate disciplinary action shall be taken again the retaliator.7. The Agency shall maintain a written record of each complaint of sexual harassment, how it was investigated and how it was resolved. GUIDELINES1. The Agency shall develop a complaints procedure that will be confidential and discreet to the greatest extent possible.2. The Agency will maintain a record of all reports of sexual harassment, the procedure(s) taken to deal with each incident and the sanction imposed.3. Records will be kept under lock in the Agency Office and will only be accessible by current advisors and/or investigators of the complaint(s).4. The Agency shall impose an appropriate sanction for every substantiated charge of sexual harassment, regardless of the status of the offender in the company.5. Retaliation against victims of harassment advisors or investigators will not be tolerated.6. Complainants will be notified promptly of the resolution of the complaint.7. All employees shall receive training on sexual harassment.8. A record of training shall be kept for all employees and shall include:a. dates when training was given;b. summary on what training was given;c. names and credentials of person(s) providing the training; and,d. names and positions of people attending the training sessions. Records are to be maintained for 3 years from the date of training. *CULTURAL DIVERSITY: PURPOSE:To provide guidelines for working with a diverse population with regards to race, culture, religion and special needs; and, to ensure that all persons have equal opportunity by establishing affirmative action plans.
POLICY: Passionate Compassionate Home Care, LLC is committed to promoting the concept and acceptance of cultural diversity by:1. recognizing and endorsing equal opportunity; 2. understanding and educating employees/clients/families about the value of diversity; 3. being aware of the challenges that cultural diversity can generate; and,4. establishing policies to counteract discrimination towards cultural diversity.
DEFNINTIONS:1. *CULTURAL DIVERSITY:Cultural Diversity refers to the many types of human social structures, belief systems, and strategies for adapting to situations in different parts of the world.
PROCEDURES:1. The traditions and customs of all employees/clients/families shall be recognized and valued. 2. An open and tolerant attitude towards different religions, cultures, ethnic groups, races and personal views shall be practiced. 3. Actions shall be applied and polices developed to counter racism and intolerance.4. Any dissension and conflict on cultural, ethnic or linguistic grounds shall be resolved, using appropriate measures.5. Practices, which are consistent with the needs of socially and culturally diverse personnel, shall be applied.6. Employee cultural and religious obligations shall be recognized. 7. Clients’ special racial, religious, ethnic and cultural needs will be determined and documented during their initial assessment.8. Positive client relations shall be promoted by providing clients with employees who have similar racial, ethnic, cultural, religious and/or linguistic backgrounds, whenever possible.9. The Manager/Administrator and Supervisor shall be responsible for monitoring the cultural diversity policy and for ensuring that employees adhere to it. GUIDELINES:1. The Agency shall strive to create work environments that are free from intolerance, prejudice and racism.2. All reasonable actions shall be taken to ensure employees are aware of their responsibility to become more knowledgeable of and sensitive to other cultures and to ensure that their activities recognize and support diversity. 3. Whenever possible, appropriate professional development and learning opportunities shall be provided to staff to enable them to acquire the knowledge and skills to interact with, and operate effectively in, a diverse society.4. All employees shall receive training on cultural diversity.5. A record of training shall be kept for all employees and shall include:a. dates when training was given;b. summary on what training was given;c. names and credentials of person(s) providing the training; and,d. names and positions of people attending the training sessions. Records are to be maintained for 3 years from the date of training.
*INCLEMENT WEATHER:PURPOSE:To provide guidelines for the delivery of home care services during adverse weather conditions. POLICY: Passionate Compassionate Home Care, LLC makes every effort for client services during inclement weather conditions without putting the health and safety of staff and/or clients at risk. PROCEDURES:1. If unsafe driving conditions develop during working hours, as a result of heavy rain, snow, ice or other adverse weather , the Manager/Administrator or designee shall decide:a. if and when the office will be closed; and/or,b. if home visits cannot be made to all clients.2. Home Care Workers shall be contacted by the Agency office to determine if they are able to reach the client’s home:a. If they are, the client shall be notified regarding their expected time of arrival.b. If they are not, the Supervisor or designee shall make an effort to find a suitable replacement.c. If a substitute is found, that person shall be sent to the client’s home. d. If no suitable substitute is found, or if driving conditions are too dangerous to reach the client’s home, the Agency office shall notify all impacted clients and reschedule the services for another time. 3. Every attempt shall be made to ensure the needs of high risk clients are met:e. Clients shall be reminded of how to reach on-call staff in case an emergency arises. And/or,f. The local law enforcement shall be contacted for assistance, if needed.4. When bad weather conditions are predicted to occur the next day, as many clients as possible shall be seen the prior day to ensure all necessary food staples and medicines are available. 5. All changes and/or alternate arrangements made shall be documented in:a. the client’s file; and,b. a special occurrences log. GUIDELINES: 1. All clients should be issued verbal and written instructions regarding procedures to take to ensure their safety should services be disrupted as a result of:a. the Agency needing to close,b. natural disasters; or,c. other emergencies.2. This information should include, but not be limited to, the following: a. a list of disaster and emergency numbers;b. a list of the Agency numbers and email address(es);c. contact details should assistance be needed including:i. the name of Agency employees;ii. their telephone numbers and email addresses; iii. the timeframes they are available; and, iv. procedures for contacting on-call staff after regular office hours.