2021-10-29_sdaoust_HCA client FAQs.docx

Thank you for entrusting us to provide you with home care for your (mom/dad/parents/self). Our goal is to make the transition as smooth as possible. I am attaching a copy of your client agreement in this email so that you can refer to it if needed. We have also put together some frequently asked questions, which are listed below. I invite you to have a look at them, but know that I, along with my team, are always here to answer any questions you may have.

How do I reach you?

The best way to reach me from Monday to Friday (9am-5pm) is by sending me an email (include email here), or by calling 514-907-5065. If there is an emergency outside those hours, please call 514-907-5065 or send an email to infomtl@homecareassistance.com.

Why is there a Home Care Assistance binder in the home?

Accountability through careful charting is part of the service that we provide to our families. We leave a care binder on site so that caregivers can document events during their shift. This is especially helpful in situations where a team of caregivers are working together, but even in single caregiver cases, it serves as a resource should we need to reference any events or change in condition.

Why does the caregiver need to use my phone at the start and end of their shift?

Our caregivers use a phone system to signal the start and end time of their shift. This allows us to know where they are and how many hours they worked.

Why is my caregiver using his/her cell phone to speak to Home Care Assistance?

In the absence of a home phone, the caregiver will need to use their cell phone to let us know that they have arrived or have completed their shift. It should only take a moment, but it’s important for us to make sure that they are there on time. We may also occasionally reach out to a caregiver to communicate something important about the care they are providing. We do so by texting or phoning them.

Does our caregiver need to wear a mask while working?

In situations where the caregiver and client cannot maintain adequate distance, we ask that our caregivers wear a mask. In addition, it should be changed every four hours to ensure its effectiveness. This helps to limit the spread of any airborne illnesses. If you need help setting up a regular delivery of masks, reach out to me and I will set it up for you.

Do I need to provide disposable gloves?

Families are to make disposable gloves available to caregivers if they are providing any personal hygiene tasks. If you need help setting up a regular delivery of disposable gloves, reach out to me and I will set it up for you.

What if I need to make a change in our care schedule?

Please reach out to me (or my team) directly Mondays-Fridays from 9am-5pm at 514-907-5065. You can also reach me by email during those hours at CM EMAIL. If there are any emergencies outside of our regular business hours, you can phone the same number, and someone will be able to help you. If it is not urgent, please feel free to email me outside of our business hours and I will get back to you the next day. Whenever possible, please advise us 48 hours before for any changes

I need to cancel a shift, what do I do?

We understand, things happen! Just reach out to us and give us 48 hours’ notice (so that you aren’t charged for the shift) and we will go ahead and cancel the shift.

When do I get my invoice and how do I pay it?

We run billing every Monday for the week prior. You will be sent a copy of your invoice by email (from adminmtl@homecareassistance.com) sometime between Monday and Tuesday afternoon.

As discussed in our consultation, your payments will be made by e-transfer. Instructions on how to proceed with the payment will be included with your invoice.

As discussed in our consultation, your payments will be made by pre-authorized debit (PAD). There is nothing to do on your part as the payment is run weekly by our accounting department.

Are your rates the same on statutory holidays?

Statutory holidays (please see list of holidays in your Client Agreement) are billed at time-and-a-half (1.5 x your hourly rate). You will be contacted by me prior to the holiday to confirm that the schedule is to remain in place.

How can I benefit from the Home Care tax credit?

The home care tax credit is available to all seniors over the age of 70. The credit is broken down into two categories, independent and dependent seniors. Firstly, independent seniors whose household income is below $56,935 are eligible for the 35% credit for a maximum reimbursement of $6825 per year. Those with an income above this threshold, the tax credit is reduced by 3% of the amount of which your income exceeds the threshold. Secondly, if you're considered a dependent senior (which needs to be determined by your physician), your household income is not taken into consideration. In this case, you are eligible for a 35% credit for a maximum reimbursement of $8,925 per year. Senior couples living together may both benefit from this credit. You may receive the credit in a lump sum via your income tax return or you can apply for advanced monthly reimbursements. For more information visit - https://www.revenuquebec.ca/en/citizens/tax-credits/tax-credit-for-home-support-services-for-seniors/

Do I pay taxes on home care services?
Yes, our services are taxable. Note however, that if you are receiving non-medical services from the CLSC or are on the Cheque Emploi program, you are exempt from paying taxes on our services. In order to benefit from this tax exemption, you must be actively receiving home care from the CLSC and provide proof from them. The CLSC must provide you with a letter stating that you are receiving non-medical home care services and as of when. In addition, you must advise us of any change in or cessation of the services rendered by the CLSC. If you would like to consult the tax exemption information, please visit the following link: http://www.cra-arc.gc.ca/E/pub/gi/gi-166/gi-166-e.html. Should this tax exemption apply to you, please provide us with the aforementioned letter and we will proceed with the tax exemption.

Am I allowed to give our caregiver a gift on a special occasion?

While it is not necessary, yes you may, if you wish, offer a gift to your caregiver on a special occasion. We do ask however, that you send me an email to advise that you are providing a gift so that everything is documented and transparent.