Exceptional Customer Service

What can you expect when you call Kelowna Homecare Solutions? Firstly, you will be greeted with exceptional customer service. Our Nurses and Client Service Coordinators are knowledgeable, courteous and professional. They have extensive experience in supporting families to develop care programs or plans. This includes getting the most from public care services (IHA, ICBC, WorksafeBC) before engaging in public services. And they have worked with a broad range of clients, from those requiring limited initial support to those with the most demanding of care needs.

We understand that many of our families are newcomers to the care of seniors and we contribute our support and direction in providing care to their loved one.

We understand that care needs can change frequently. We do not require a contract for a fixed care schedule, but rather request our clients to complete a Service Agreement which includes a consent from the client and/or family for providing care. We strive to keep the paperwork simple.

A trained client service Coordinator takes calls evenings and weekends and we handle emergencies 24 hours a day. We understand that the care of seniors requires the very best of communication and this starts with having a real and trained person answering the phone at all times.

Attention to Detail

Ensuring to pay attention to the “little things” is an important contributor to quality of care. Paying attention occurs by listening, noticing details, and taking actions. These are important factors in providing quality person centered care. When all staff and families work together to detect signs of potential change in a client’s care needs, proper decision-making can be shared to benefits clients’ outcome. Our coordination and management team work hard at creating open and transparent lines of communication with our clients, families and caregivers. This in turn facilitates effective peer and supervisory relationships allowing everybody to work together towards one common goal by focusing on client’s needs, interests and wishes.

There are many benefits to ‘one on one’ care for you or your loved one. Call us so we can begin to discuss how together we can create and effective plan of care. A person-centered approach to care means that we do not have any packaged solutions, we work together with you and your family to ensure care is tailored to your needs in a safe and effective manner.

Care Assessment

At Homecare Solutions, we undertake in almost all cases, an Assessment of care needs in the clients’ home or residence, so that we have a first-hand understanding of care needs and the client’s living environment.

Providing the best of care cannot be based solely on a phone call. We want our clients to know who we are and we want to have a first-hand understanding of our clients and their families. For this reason, an experienced member of our nursing staff visits our clients’ home for a homecare assessment visit which lasts for about an hour.

This Assessment also provides the opportunity for us to meet the clients’ family and discuss important issues such as scheduling and the budgets available for care. We view this Assessment as an important tool for building a Care Plan which serves to clearly define the responsibilities of the caregiver, the client and the family.

Best of Caregivers

At Homecare Solutions, our people have been attracting, evaluating, recruiting and training caregivers for over 20 years. The most effective tool for attracting good caregivers is building a ‘best employer’ reputation and by communicating this reputation through informal networks in the caregiving community. Our management people have the experience to establish relatively quickly the real capabilities of new applicants, whether their technical caregiving skills, or their people skills and the ability to develop compassionate, and supportive relationships with our clients.

Finding the right caregiver for each of our clients is a matter of bringing experience, judgement and understanding about each client’s needs. Through our initial phone call and assessment of care needs we begin to get an understanding of which caregiver should be matched with each individual client. Welcoming someone into your home is important and we work hard to help our families feel at ease with this often new process.

All of our caregivers have undergone a Homecare Solutions orientation program as well as thorough reference checks and criminal record checks on all our caregivers and nursing staff.

We welcome taking the time to explain how our services work. Listening carefully to your needs, so we understand all the details which are important. Take a minute and read through the testimonial letters from our clients.