FAQs

FAQs

FAQS by Category: General • Insurance/Cost • Services • Commitment • COVID Precautions

From the Heart Senior Services is a Domestic Referral Agency specializing in qualifying and referring professional Caregivers that provide non-medical home care. We have been doing this since 2002 and have served thousands of families and thousands of caregivers.

  • What is Home Care and Home Health?

    Home care services are non-medical services – typically referred to as activities of daily living (ADLs). Caregivers help with grooming, personal care, meal preparation, transfer assistance to a wheel chair or commode, etc.

    Home Health is more medical in nature; including wound care, measuring of vital signs, dispensing of medication, providing physical therapy, etc.

  • What is a referral agency?

    A referral agency is a less expensive alternative to the traditional home care agency with many of the same safety measures. A Referral Agency sources professional caregivers looking for clients who need services. These caregivers are not employees of the agency. 

    Typically these caregivers have multiple private clients, work with multiple agencies and many also work in hospitals and facilities. Some have CNA or HHA certificates.

    As a referral agency, caregivers are never ordered to go to a client or provide services – they are offered work and accept the client. This makes a big difference in the relationship between the caregiver the client and the agency. Caregivers are with the client because they want to be there. 

  • How safe are the caregivers through FTH?

    All caregivers referred through FTH have at least 2 years verified hands on professional experience – many have over 10+ years such experience.  FTH has done a thorough third party criminal background check. All caregivers have legal status to work in the United States. Agency requirements include all caregivers maintain an individual liability insurance policy with a $1 million per occurrence and $6 million annual maximum limit. They also have a criminal bond limit of $2,500.

  • What is the qualification process for caregivers?

    The caregivers referred through FTH are professional caregivers. This is what they have done and do for a living.

    Each caregiver must pass a written skills test. They are personally interviewed and sign an agreement that details their commitment to clients. Background check and in many case a DMV record check are run on all applicants. Applicants must provide at least 2 professional and personal references – that FTH verifies.

  • How are caregivers matched?

    During the qualification process applicants prepare a preference sheet that includes details of the types of conditions and clients they prefer to work with. This includes the location, days of the week and time of day they prefer to work.

  • Can we interview the caregiver first?

    Since most caregivers are actively working, interviewing them ahead of time can be problematic.

    While all qualified caregivers have the skills not all caregivers excel at a traditional formal interview.

    Our recommendation is to schedule a first shift working interview. This can be 1 -2 hours during which the caregiver’s skills can be observed.

    In the end, if the chemistry between the client and caregiver isn’t right either party has the right to make a change. FTH is there to help in finding an alternative caregiver – anytime for any reason. All we ask is a description of how to improve our next match and the time to find a better choice.

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Insurance / Cost

  • What type of insurance covers Home Care?

    Typically the only insurance that covers Home Care is Long Term Care Insurance (LTC). These policies have various limits and restrictions. The Caregivers services through From the Heart can be covered through LTC insurance – each carrier is different and can be confirmed in advance.

  • Does Medicare cover Home Care ?

    Medicare as a general rule does not cover non-medical Home Care. In recent years 3rd party insurance companies have created Medicare Advantage supplemental plans that do have limited non-medical benefits. Each plan is different. FTH caregivers do not participate in Medicare Advantage plans.

  • How are rates calculated?

    FTH and the caregivers have agreed on starting rates. The rate paid by clients includes the agency commission – so the rate quoted is the total – no surprises. Caregivers and clients have the right to negotiated and/or re-negotiate rates at any time.

  • How are caregivers paid?

    Many caregivers use a billing service (Bacchus Arts dba JSD Services) to consolidate services in one invoice for client convenience and send invoices weekly. The service collects the fees and distributes the caregiver fees first and the agency commission next. Caregivers rely on clients timely and accurate payment of the invoices – since they bear the risk of not getting paid if clients don’t pay. 

    The billing service also allows clients to pay by check, credit card or ACH making it more convenient for clients and caregivers.

  • What is the cost for FTH services?

    There is no cost to the client for the FTH services. FTH receives a commission from the caregivers for each referral shift. All FTH commissions are part of the rate charged by the caregivers.

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Services

  • Can caregivers take blood pressure or sugar levels?

    Caregivers are not allowed, as non-medical care providers, to take any vital signs. This includes taking sugar levels for diabetic patients.

  • How do caregivers deal with clients needing medications?

    This is a critical service caregivers provide. Caregivers are allowed to help with medication reminders. Medications must be pre-dispensed by a family member or medical professional in a med-set/organizer. The caregiver will follow a schedule and verify the client takes the set meds at the set time.

  • Can a caregiver help more than 1 person at a time?

    Care can be provided to couples based on the level of care needed. The priority is to be sure both the caregiver and clients are safe at all times. This usually includes minimal personal care for 2 individuals. Meal preparation and basic light housekeeping is not considered to be provided to multiple clients if there are 2 people in the home. 

    Caregivers are not authorized to care for minors/children at any time.

  • Do the caregivers also do housekeeping?

    Light housekeeping is included in the basic caregiver services. Light housekeeping is the normal day to day cleaning including vacuuming, sweeping, cleaning dinner dishes, normal daily laundry for the client (not necessarily for a whole family), wiping down and keeping bathrooms clean. 

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Commitment

  • How do we get started with services?

    To get started, give FTH a call for a free consultation. The Agency will do a comprehensive interview to better understand your specific needs. FTH is transparent in all client and caregiver interactions. To this end, an Agency Agreement is signed between the Responsible Party for the client and the Agency. The Agency Agreement details the terms and conditions of the working relationship between the parties. At no time is the client obligated to receive services and they can terminate at any time. 

  • What are the minimum hours per day we need to get?

    FTH works with a network of caregivers that can provide as little as 1 hour of care. This is based on caregiver availability and FTH works hard to have caregivers available for all options and needs.

  • If we need 24 hour care – how is this scheduled?

    Some caregivers have agreed to provide 24 hour care in multiple variations. Depending on the client needs some caregivers will live in the home with the client for multiple days at a time. For the safety of both client and caregiver these situation must include multiple daily meal breaks, rest breaks and at least 8 hours of sleep daily.

    In the case where a client needs continuous supervision or care multiple caregivers share a 24 hour shift.

  • How long do we need to commit to for care?

    FTH and our network of caregivers strive in offering the greatest flexibility to clients. To this end there is no long term commitment for service. 

  • How much notice do we need to give to cancel services?

    While you are not committed to any time for service we do have a 48 hour notice to cancel any shift or time that has been scheduled. The option to bill for any cancelation rests with the caregiver affected.

  • Can we hire the caregiver privately?

    While we discourage it, this is always an option. Unlike most other agencies we do offer an option for clients to buyout a caregiver contract. There is a one-time fee for a buyout. The terms and conditions are included in the Agency Agreement. If a client is considering a caregiver buyout, FTH can provide further information to help the client make the best choice for their situation.

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COVID Precautions

  • Are caregivers tested / vaccinated?

    FTH has worked diligently to keep our network informed and aware of all testing and vaccination options. FTH believes in individual choice and thus each caregiver must decide if they want to be vaccinated. Each client can specify whether they require COVID vaccination or not during their client interview.

  • Do caregivers wear PPE?

    All caregivers and clients have access to full PPE supplies through FTH. FTH offers caregivers gloves, face shields, masks, gowns, shoe covers and hand sanitizers at cost. Caregivers can choose whether to wear PPE or clients can request this as one of their preferences.

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