Client Care
PLAN OF CARE
The Plan of Care developed during your In-Home Care Consultation is the basis for the services we provide. It is an evolving plan that ensures we all have clear expectations for the objectives to be achieved and care to be provided during each visit. You should expect that we will provide services consistent with the Plan of Care. Should any changes need to be made to your Plan of Care, kindly contact your care coordinator to discuss your needs. We will also contact you for periodic re-assessments to ensure your evolving needs are met.
​
Client Definition: We can only provide care for the client named in the Client Care Agreement & Plan of Care.
​
We cannot provide care services for other family members, including household chores, meal preparation, dishes, laundry, transportation, or standby assist.
If your family member or another household member would like to receive services, let us know and we can discuss needs in more detail. The solution may be as simple as having a signed Care Agreement on file, or may necessitate an additional fee in recognition of the additional work required of our staff when there are multiple clients cared for in one visit.
HEALTH & SAFETY
​The health and safety of our clients and employees is of utmost concern to Comfort Keepers. At all times, we will operate with concern for your safety and well-being, and that of our staff.
​
Supplies
Client is responsible for supplying all supplies (cleaning and personal care, soap and hand sanitizer). This includes gloves needed for the safe execution of any kind of personal care and equipment which may be necessary for the provision of Services. If these supplies are not provided, corresponding services cannot be provided. The company will provide gloves or gait belts at a fee that will be passed on to the client.
Elective items such as shoe covers are to be provided by the client and must have safe soles that allow for appropriate traction to ensure safety of employees and clients.
Comfort Keepers can recommend or assist with procurement of supplies, upon request, but the cost of all supplies is the client’s responsibility.
​
To maintain a clean, safe environment and prevent the spread of infection, please have antibacterial wipes or disinfectant spray and paper towels available.
​
Mask Policy
Masks are optional for caregivers unless the client has elected to require them. The caregiver is responsible for providing their own masks if wearing due to personal preference, and should keep spare masks with them in case of client symptoms.
​
The client is responsible for providing masks if client prefers caregivers to mask. Masks shall be single use disposable surgical masks. Each mask will be worn for one day only and will not be re-used or shared.
​
The Caregiver Will Wear a Mask in the Following Situations:
-
Client prefers for Caregiver to wear a mask – this will be indicated on the client’s care plan;
-
Caregiver has mild symptoms that might be contagious or has a known recent exposure to COVID-19 or another communicable disease;
-
Client or family member is sick or demonstrating symptoms that could be communicable;
-
Caregiver has a personal preference to wear a mask.
If a Client Requires Masks
This means the caregiver will wear a mask at all times while on shift, unless they are eating or drinking. The mask will be worn at all times while in the kitchen or within 6 feet of the client. The mask may be removed when the caregiver is in a different room from the client. The caregiver will eat and drink in a separate room at least 6 feet away from the client.
Durable Medical Equipment
Comfort Keepers does not supply durable medical equipment, such as hospital beds, commodes, Hoyer lifts, etc. We may, however, require such equipment in order to provide care in a safe and appropriate manner. If this is the case, we can assist with the process of procuring the necessary equipment, and the cost is often covered by insurance.
​
Safety First
If we request equipment or other environmental modifications to reduce risk of injury and clients are unable or unwilling to procure or provide accommodations, we reserve the right to terminate services until such time as safe and appropriate arrangements can be made. We must prioritize client and caregiver safety.
​
Safety Reporting: Comfort Keepers is a Michigan mandatory reporting entity and must report suspected abuse and neglect – inflicted by self or others – to the appropriate authorities.
CARE RELATIONSHIPS
We work as a team to maximize quality of care. Clients contract with Comfort Keepers to provide in-home care services. Caregivers are employees of Comfort Keepers. Your home is the employee’s workplace, and the Comfort Keepers administrative staff is responsible for managing, overseeing, and coordinating the provision of care. Comfort Keepers is also responsible for ensuring a safe work environment for our staff.
We Are A Three-Pronged Team: Clients/Families, Comfort Keepers Care Coordination Staff, and Comfort Keepers Caregivers
Client Care Team
The Comfort Keepers care management team manages all aspects of care provision. In addition to caregivers, our supervisory staff will be actively engaged in your care. This will include unannounced drop-in visits during scheduled care visits, routine re-assessments, and other measures intended to oversee the care you receive and ensure that you are receiving quality care, and that any changes in condition are monitored and addressed appropriately.
​
Communication
All contact must go through office staff. This is to ensure coordination of care and your protection against the myriad risks that we assume as employers. Should you contact your caregiver directly, this could be perceived legally to create an employer-employee relationship between you and the caregiver, which would then make you liable for Workers’ Compensation, FICA taxes, and any other obligations that could be considered those of an employer.
-
Comfort Keepers is subject to HIPAA regulations. We can only discuss your care with those for whom you have signed an Authorization for Release of Information.
-
Our caregivers are prohibited from sharing their phone numbers with you, and from contacting you directly via your personal phone. Exceptions will be made in instances where phone communication is required as part of providing our services, but no contact should be made with caregivers outside of scheduled visits.
-
Our clients may not hire or utilize our staff outside of scheduled hours according to the terms of the Client Care Agreement, whether for paid or unpaid services of any kind.
Employment
Comfort Keepers takes on all responsibilities associated with employing and managing our caregiving staff.
Bonding, Insurance & Taxes:
-
Comfort Keepers is bonded and carries general liability insurance, including non-owned auto coverage.
-
All caregivers are direct employees of Comfort Keepers. Comfort Keepers pays all applicable payroll taxes. We do not utilize independent contractors as caregivers.
-
Our employees are covered by Workers’ Compensation and unemployment insurance, for which Comfort Keepers is responsible.
-
Our employees are offered excellent benefits including paid time off; medical, dental, vision & disability insurance; 401(k) with company match, free life insurance (paid for by the company); and even pet insurance!
Background Screening
We conduct federal, state, and county level background checks for criminal records, abuse records, and motor vehicle reports, as well as personal and professional reference checks. We also perform drug tests at random or with cause.
​
Caregiver Training
Comfort Keepers values education. All caregivers go through a thorough onboarding training program, as well as ongoing training in relevant specialty topics, and individualized skills training. Occasionally, we may send an additional Comfort Keeper along with your scheduled caregiver for training purposes.
​
Supervisory Staff
We employ full-time supervisory staff who are actively involved in provision of care. We manage all personnel issues, as well as ensuring caregivers are getting the support they need and have access to the appropriate tools necessary to provide exceptional care.
POLICIES
​Transportation
With advance notice, our caregivers may provide incidental transportation as needed, either in their automobile or yours.
-
Caregivers’ driving records must be acceptable in order for them to be assigned to clients whose needs may include driving services. Their automobiles are required to be in good working order and insured. Comfort Keepers also maintains Owned & Hired Auto Insurance.
-
Our caregivers may not ride as passengers in vehicles unless operated by professional drivers (transport service vans or buses, for example). When accompanying clients in vehicles, the caregiver must be the driver.
-
If you request the caregiver drive your car, there is no mileage fee charged. However, you must demonstrate that your auto insurance is current and valid, and your vehicle must be in good working order. We will also need to receive proof of insurance & routine maintenance.
-
If you prefer to ride in the caregiver’s vehicle, we must reimburse the caregivers for mileage and we will pass that additional cost on to you (see Client Care Agreement for current mileage rate).
Meals & Breaks
-
Clients are not required to feed the caregivers who are working a scheduled shift; however, clients will sometimes ask caregivers to join them for a meal at a restaurant, in which case the client is responsible for associated costs. This is not a requirement and it is up to clients to extend those invitations. Otherwise, caregivers will bring their own food. Caregivers should never leave the home during a shift to get food for themselves.
-
We ask that clients afford caregivers access to drinking water and allow them to refrigerate meals in their refrigerator and utilize the microwave to heat food, as needed.
-
Caregivers are entitled to one 15-minute break every 4 hours. This is an opportunity for them to eat, check in on children or address other personal matters. They may not leave the premises and should be close enough to tend to any needs you may have during this brief break period.
-
Comfort Keepers has a no smoking policy (which includes all forms of tobacco – smoking, vaping, or chewing), and your caregiver should never step outside or leave the home during a break. Even if you smoke, the caregiver should never join you in smoking while on the clock.
​
Activities with Costs Associated
If you ask your caregiver to come with you as a companion to see a movie, go bowling, out to dinner, or any place where there is a cost involved, we ask clients to pay for the caregivers as well as for yourself, as we cannot ask caregivers to spend their own money for job-related activities. If you would like the caregiver to transport you but not partake in the activity, that is just fine.
​
Handling Checks and Money
Caregivers may assist in writing checks if clients request this assistance, but caregivers should never under any circumstances sign a check for you. Clients should never write a check made out to the caregiver. Clients will receive a receipt for any cash dispensed to the caregiver to purchase items (groceries, etc.) for the client. If caregivers forget to provide a receipt, please ask for one. This is for your protection, the caregiver’s, and Comfort Keepers’. If you expect to require extensive handling of money, we offer and strongly recommend a prepaid card managed by Comfort Keepers, offered at no additional charge. You will be invoiced for authorized expenses up to a pre-authorized amount of your choosing.
​
Giving Gifts to Caregivers
Caregivers may not accept gifts, tips or special favors from you. However, we know that clients and family members often like to do something special for the holidays or other important occasions. Please contact the office if you would like to offer a gift, so we may approve and ensure that all parties understand the offer proposed, to avoid any potential appearance of impropriety or taking advantage of vulnerable persons. Please limit the monetary value of any gifts to no more than twenty dollars ($20.00). Note that the expectation is that there will be NO gifts, tips, or special favors given.
​
Money and Valuables
We work with clients with a wide range of cognitive health statuses and memory conditions, and wish to eliminate the risk of any question of misplacement versus theft. We only hire people who we would trust caring for our own loved ones, and we are bonded for an added level of reassurance. We wish for you to trust our staff, and do not ever want there to be any question of their trustworthiness. To this end, we ask that you place valuables in a secure place, out of view or out of the home, so you know they are safe. This also ensures our caregivers know that there is no risk of false allegations. In the event of alleged theft, any claims must be made in writing by the Client within ten (10) days of the occurrence.
​
Items that MUST be secured:
â– Cash or other financial instruments
â– Narcotic medications (We offer secured pill dispensing devices if preferred.)
â– Weapons of any kind
Items we recommend securing:
â– Jewelry, antiques, breakable items
â– Sentimental items
â– Other expensive or irreplaceable items
​
Caregiver Professionalism
We are proud of our professional caregiving team. You should expect to receive care consistent with professional standards at all times.
With professionalism in mind, we train our caregivers to:
-
Ask questions rather than making assumptions about what you would like to have done, and the way in which you prefer for tasks to be performed. If you feel like you are being asked a lot of questions, please know this is an indication of the caregiver’s respect for your individual preferences in accordance with our approach to caregiving and not a sign of incompetence.
-
Bring their own meals and snacks, though it’s okay for them to eat something you offer to them,
-
Never discuss their financial or personal problems with clients. Please respect the professional nature of your relationship with our caregivers and refrain from asking personal questions.
-
Not use their cell phones while working for anything other than clocking in/out and managing your care plan via our app (WellSky Personal Care).
-
Never leave the premises for any reason during a shift.
-
Never bring any other person or pets to your home.
-
Never smoke, chew tobacco, or “vape” during an assignment, including on a break.
If any scenario prompting concern were ever to arise, please call the office as soon as possible.