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Frequently Asked Questions

We’ve compiled a list of frequently asked questions to help you better understand our services, any limitations that might be imposed on your CAREGiver, billing-related questions, and other items. 

What are your office hours?

Our administrative and training facility is open Monday through Friday, from 8:00 am to 4:30 pm. Additionally, we have an on-call staff member available 24/7, including holidays for after-hour emergencies. 

When will I receive my invoice for services?

We mail invoices twice per month. Once on the 1st of the month and again on the 16th of the month. Our standard practice of collection is automatic billing through a secure ACH/EFT service. Your invoice will contain detailed information about services provided, as we will withdraw on the 5th and 20th of each month. We will accept checks as a form of payment, but this does require a service deposit equivalent to 2 weeks of service. 

What if I need to cancel a caregiver visit?

If you need to cancel a caregiver visit, please contact our office at least 24 hours prior to the start time of the shift. If your cancellation is received less than 24 hours in advance, you will be invoiced for that visit. 

What if I need to add service or make a change to my schedule?

If you need to add service or make changes to your schedule, please contact our office and ask for one of our Service Coordinators. They will be able to assist you with all schedule changes. 

Are there any services that my caregiver can’t provide?

Our CAREGivers are not allowed to lift, push or pull over 25 pounds, clip fingernails or toenails, perform deep cleaning, and administer medication (medication reminders are allowed). Our list of prohibited services will be provided. 

What if I would like to go grocery shopping or for a drive?

Our CAREGivers are authorized to use their own automobile (or client’s) for shopping, errands and incidental transportation. If a CAREGiver uses their own automobile, there will be a charge of $0.75 per mile. 

I have a general question, but whom should I contact?

Our administrative team members are cross-trained in all operational aspects of the business to ensure your questions will always be answered. 

Do you offer 24-hour care or overnight services?

We provide 24-hour care and overnight services as part of our “one-on-one” care philosophy. Normally, we’re able to set up services within one business day. Please contact our office for additional assistance. 

Am I liable for worker’s compensation insurance or employment taxes?

No need to worry. Every one of our CAREGivers is a Home Instead Senior Care employee. This means we take care of all payroll taxes, reporting requirements, and insurance coverage. 

What services are included with light housekeeping?

Light housekeeping typically includes dusting, vacuuming, laundry, changing linens, ironing, cleaning bathrooms, washing dishes, kitchen counters and sinks. If you require heavy housekeeping, we would be happy to refer you. 

Are CAREGivers able to accompany me to a medical appointment?

Our CAREGivers not only provide transportation to appointments but also serve as a conduit to other family members regarding the outcome of the visit (e.g. notes, labs, follow-up appointments.) 

Is there a rate difference for services provided during a holiday?

Holiday rates are 1.5 times our normal rates (weekend holiday rates are the same as weekday holiday rates.) Holidays include New Year’s Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and Christmas Day. 

What should I expect during a medical emergency?

If a medical emergency arises while we are providing services, emergency medical personnel will be summoned by one of our CAREGivers. Otherwise, you are responsible for contacting your physician or emergency medical personnel. 

Are CAREGivers able to assist with finances?

Other than assisting with paying bills and grocery shopping, CAREGivers are not responsible for overseeing client finances. Please contact your Client Care Coordinator directly to learn how a gift card can be used for incidental purchases. 

Do you have a Registered Nurse on staff?

We have registered nurses on staff who are responsible for comprehensive care training and initial and supervisory assessments for complex personal care clients. We are licensed with the MN Department of Health as a Comprehensive Professional Home Care Agency. They also manage our medication management program available to our clients as an additional service. 

Do you provide incontinence care?

Our CAREGivers can make a difference by implementing our Gentle Reminder Program. Utilizing a series of reminders, simple lifestyle changes and education on bladder health, we can reduce and even eliminate some incontinence issues. 

Do you accept long-term care insurance?

We handle all the administrative paperwork required by your insurance agency (e.g. activity notes, plan of care) at no cost to you. You simply pay our invoice and your policy will reimburse your costs per your plan benefits. 

Do you provide Alzheimer’s Care Services?

In addition to a multi-phased safety and caregiving education program, our CAREGivers also receive specialized training designed to help them work with individuals who have Alzheimer’s disease or related dementias.

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