Frequently Asked Questions 

General Questions

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1. What services does Guided Heart Home Care provide?

We provide a wide range of services all from the comfort of your home. Personal Care, Companionship, End of Life, Medication Assistance, Mobility Assistance, Hospital Discharge/Recovery Support and so much more! See our services section for more information. 

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2. Who is eligible to receive home care services from your company?

We offer services for Seniors and Adults. Anyone in the community who needs help at home with care or companionship.

 

3. What areas do you serve?

We serve Salmon Arm, Enderby, Armstrong and surrounding areas. If your wondering if we will come to your area, please call or email. 

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4. Are your caregivers certified and trained?

Yes, all our caregivers have a active good standing Care Aid registration, Level 1 First Aid, Food Safe, Valid Drivers License and clean criminal record to ensure quality standards. No nursing staff or nursing services at this time. 

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5. How do I know if home care is the right choice for my loved one?

We would love to complete a free assessment to help you determine this and go over other options if home care is not feasible.

 

6. Do you offer personalized care plans?

Yes, after completing an assessment and we have agreed to begin services, we will work collaboratively on creating a holistic care plan that outlines the goals of care, health needs, daily activities, recreation and more. We will include the client, health care professionals and if involved, the family every step of the way. 

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7. Can you assist with transportation to medical appointments or errands?

Yes! Community outings are apart of services, and if the location is within 10kms of the home, mileage is included. This service is included with the holistic care aspect, this is not a stand alone service we offer. 

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8. What are your available hours for care?

We offer care hours 7 days a week Days and Evenings, including holidays. At this time, no over nights. It is our goal to be able to offer

24-7 care in the future. ​

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9. What payment methods do you accept?

At this time we accept Cash, Cheque and E-Transfer. Invoices and receipts will be provided. 

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10. Are there any hidden fees I should know about?

No! We like to make our pricing simple, cost effective and transparent from the start. 

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Caregiver and Client Interaction

 

11. Can I request the same caregiver for every visit?

Our goal is to make the care we provided consistent and flexible. We want to be able to keep your caregivers the same throughout your time with us. Staffing change does happen, we will ensure you are properly introduced to the new care staff every time. 

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12. How do you match caregivers to clients?

Based on specific client needs and requests. All our caregivers are carefully selected and experienced. If a client has a specialized need that one caregiver has more experience in then the other, then we will match them if possible. Some caregivers availability is based on service locations as well. 

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13. What happens if I am not satisfied with my assigned caregiver?

The owner Amy Harink believes in open and transparent communication. She will be happy to speak with you about your concerns and find a resolution. We have a complaint policy in place, which gives more of a step by step process if concerns arise. 

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14. What measures do you take to ensure the safety and security of clients?

Safety is the highest priority for our clients and our caregivers. We follow safe practice guidelines, have policies in place for emergency situations, use personal protective equipment, develop individual safety backup and evacuation plans, ensure regular updated certifications/training is provided to caregivers and document/report any incidents. 

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15. Can I contact someone in case of an emergency outside of regular business hours?

As part of your care plan, we will have developed a emergency contact protocol with you for any after hour emergencies to ensure your comfort and safety. 

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Starting Services

 

16. How do I get started with Guided Heart Home Care?

Reach out to us by either booking a free phone consultation or send an email! Our administration hours for taking phone calls is Mon-Fri 8am-430pm. If you are not able to book a phone consultation online, please give us a call.

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17. What is the process for arranging home care services?

After your phone consultation, we will schedule a free 1.5 hour in home assessment. This is where we will meet in person, get to know each other, go over health care history, health/care needs and goals of services. After services are agreed upon, we will complete required documentation, begin the care plan process then book your first care appointment. 

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18. How quickly can services be set up after an initial consultation? 

After your in home assessment is complete, we will start care at the first available opening, based on the agreed scheduled days. Typically 1 week time frame. We are open and flexible for the start dates. 

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19. What documents or information should I prepare before contacting you?

Before your in home assessment, it would be best to have health history, medication list, contact information and goals you have in mind for care. We do not want to overwhelm you with processes and paper work. Our goal is to make this simple and if it takes more time to complete the intake process, that is not a worry. 

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20. What if I want to end my services?

There is no required timeline for services. We have a service agreement that outlines our agreed terms. We ask for 2 weeks written notice, but are flexible and understanding for extenuating circumstances.