Our quality teams work together to identify gaps among care. Our goal is to identify and resolve issues with the potential to adversely impact client and caregiver well-being, while positively engaging our clients and caregivers through robust quality programs and resources.
Caregiver Screening and Matching
Help at Home is committed to hiring compassionate individuals to care for our clients.
Candidates first undergo a rigorous screening process, with not all applicants advancing past this stage. Upon a successful screening, candidates then go through an interview process to assess their abilities and attitudes and ensure they are right for the role. In addition, all interviewed candidates must complete preboarding paperwork, criminal background checks, drug testing and/or tuberculosis testing where required. Once hired, our employees undertake extensive training to ensure caregiver competency and empathy, with continuing education providing enhanced knowledge and skills.
We work diligently to match client needs with the right caregiver skills and demographics to help cultivate caregiver-client relationships that last.
On average, the company’s client-caregiver relationships span 4+ years, including some that last for decades. The focus on relationship-building – along with caregivers who are trained to listen and observe – magnifies the caregiver’s ability to be another set of eyes and ears for their client, helping to keep them as safe and independent as possible in their own home.
Client Safety, Training and Satisfaction are the Foundation of our Quality Care-centered Model
At-home incidents cause more than 21 million medical visits and 18,000 deaths each year in this country. Help at Home’s commitment to delivering the highest quality care sets the stage for positive client outcomes and lives well-lived. To that end, we have established quality and safety protocols with the goal to protect the health and well-being of both our clients and our caregivers. The path to the best care for our clients begins with our caregivers. We have cultivated a culture of caring for the caregiver to emphasize their role as valuable, meaningful members of the care team. We’ve created tools and resources focused on fall prevention that encourage our caregivers to identify home hazards and prevention methods with the goal of reducing the risks of falls which could potentially lead to serious injury, disability, or even death. In addition, training modules also cover infection control and health and wellbeing for both our caregivers and clients. Trainings occur upon hire, during in-services, and periodically throughout the year.
We regularly check in with our clients and caregivers with satisfaction surveys as part of our goal for continuous quality improvement for the services we provide. We’re proud of our industry-leading satisfaction scores with an ‘excellent’ average client net promoter score (NPS) of 65.3 and caregiver NPS of 55.
Learn More About Our Fall Prevention Program
Continuous Quality and Safety Improvement
Help at Home leverages an incident management tracking system to monitor incidences within the home. The goal is to proactively monitor these incidents and identify trends to inform ongoing education and training needs and improvements.
We take a systematic approach to quality and safety across our organization, including:
- Regularly assessing operations to focus on continuous improvement
- Reviewing safety practices across our organization
- Extensive pre-service training to ensure caregiver competency and empathy
- Continuing education for caregivers to enhance knowledge and skills
- Regular in-home supervisory visits to assess caregiver effectiveness and client satisfaction
- Supervisor and caregiver face-to-face reviews
- Technology enhancements remotely monitoring visit initiation, completion and activity tracking
- Complaint tracking and resolution through compliance programs
