FAQ
(Frequently asked questions)
How do I get home care services?
Please contact the Continuing Care intake line at 1-800-225-7225 and leave a message. An intake worker will return your call.
How much does home support cost?
Cost is determined by your assessment which will be discussed and provided by a Care Coordinator during an in-home visit.
How do I contact the Home Support Office?
Please call 902-837-4444 or 1-800-846-8602 during our office hours of Monday to Friday. Please listen to the automated prompts and choose an option. After hours, your call will automatically be transferred to a call centre, and you may leave a message.
How do I know when my visit is?
Our office staff will contact you when you start services with us. You will be told what day(s) of the week your visits will be scheduled for. If that day must be changed or be cancelled on our end, we will contact you.
If you receive daily personal care visits from us, you can expect us to arrive in the morning between 8:00-11:00am.
If you receive tuck-in visits, you can expect us to arrive between 6 –10pm.
We do not provide specific times of visits due to the number of clients that we serve, and other factors that may affect fluctuating times of visits.
For respite visits, we strive to accommodate client time requests, but this may not always be possible. A time will be discussed with you and your caregiver.
All other visits are provided between 8:00am and 6:00pm.
Please note: The Agency does not provide clients with the names of the staff who will be providing an upcoming visit.
What if I have a question about what day my visit is on?
You are welcome to call our office on Fridays between 8:30am-12pm and 1:15pm - 4:00pm to ask what day your visit is for the following week.
Our office number is 902-837-4444 or 1-800-846-8602.
Who will be providing my visits?
Our Agency employs Home Support Workers/Continuing Care Assistant who can provide personal care, respite, nutritional care, and light housekeeping duties.
All staff at Digby Clare Home Support are fully qualified through education and experience to carry out your services and all must follow the same standards as set out in our policy manual.
Our staff will introduce themselves when they arrive for your visit.
Are there other Agency personnel who could visit my home?
​A Nursing Supervisors may occasionally visit your home to ensure that you are receiving quality services.
We are a teaching Agency, as such, we have student trainees and new orientating staff that may also attend your visit
with one of our Home Support Workers.
We appreciate your cooperation during the training process.
What services will be provided?
​Home Support Workers/CCAs will be providing only the tasks that have been authorized by your Care Coordinator. They are not permitted to do additional tasks that are not on your care plan.
HSWs/CCAs will communicate with their supervisor regarding any changes in your condition, health, or situation.
If a change in your services is required, it can be communicated to a Nursing Supervisor or your Care Coordinator.
Please ask a HSW/CCA or call the office if you need assistance.
What services are not provided?
Nursing Care is not provided: HSWs/CCAs cannot apply medicated creams/ointments, medicated shampoos, and powders, administer medications or treatments, nail cutting, dressings, foot soaks, hot or cold compresses.
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HSWs/CCA do not provide pet care. This includes emptying litter boxes, administering pet medication, clipping toe nails etc. Please note that pets must be put in a separate location from where our services are being provided.
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No Services will be provided for guests or other family members. Services are for the client only. Agency staff are not permitted to provide services for anyone other than the client.
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No heavy housework duties. This includes lifting of heavy and overloaded garbage, moving furniture, turning mattresses, cleaning walls, blinds, curtains, rugs, inside cupboards, cleaning windows, freezers or ovens, waxing floors, climbing on ladders, stools, or chairs.
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Staff cannot transport clients.
Staff are prohibited from running errands, picking up supplies or exchanging money with clients.
What if I need to cancel a visit?
You may cancel a visit by calling our office.
Please remember to provide 24 hours notice if you must cancel or you may receive a bill.
You may contact the office from Monday to Friday (8:30am-4:00pm).
After hours, your call will automatically be transferred to a call center, and you may leave a message.
Will I receive a bill if I cancel a visit?
We require 24 hours notice for all cancellations.
Understanding that sometimes the unexpected occurs, we have a three-strike policy with our agency. The third cancelled visit with less than 24 hours notice will be subject to a cancelled visit fee. A fee will be charged for each cancelled visit thereafter, when 24 hours notice has not been provided.
As soon as you find out that you need to cancel, please call and notify the office.
What if the Agency must cancel your visit?
​Due to staff shortages, inclement weather, and from time to time, circumstances beyond our control, there will be times when your visit will be cancelled.
You must have a backup plan. Your Care Coordinator will have discussed this back-up plan with you.
You are expected to use your back up plan on the occasions when cancellations are necessary.
What do I need to know if I have a Respite visit?
There must be a caregiver present when a Home Support Worker arrives for a respite visit and a caregiver must be present when it is time for the Home Support Worker to leave.
You must provide the contact number of the caregiver to the Home Support Worker so that they can be contacted if needed.
The caregiver must return on time. Home Support Workers cannot remain in the home past your authorized and allotted time as they are needed to leave and provide services to other clients.
Only tasks authorized by the Care Coordinator can be performed during the respite visit.
What can I expect from your Agency?
Our services are provided with dignity, respect, and courtesy. We will encourage you to make your own decisions.
You will be supported by caregivers who are non-judgmental, non-threatening, and who are sensitive to your situation and needs. Including, but not limited to, your right to live at risk; to be assured confidential treatment of medical and personal information by all caregivers; to be assured that the personnel caring for you are qualified through education and experience to carry out the services for which he/she is responsible; to be confident that your property, possessions, residence and information shall be treated with respect; to respect your right to refuse all aspects of care; to have your complaints regarding service delivery heard, reviewed, and where possible, resolved.
Please take note of the following:
It is required by law to report abuse to the appropriate authorities. Abuse of any kind (toward clients, caregivers, and Agency staff) will not be tolerated.
The Agency is not responsible for any items, equipment or property broken or damaged during service provision.
Agency staff are not permitted to receive monies or gifts from clients.
What is expected of me?
To be home and available at the time of your scheduled visit.
Ensure Home Support Workers/CCAs have a safe place to park their vehicle. Ensure there is a clear, well-lit path to enter your home.
Ensure your driveway and walkways are free of ice, snow, or other obstacles. Ensure you notify us of any video and or audio devices (recording and non-recording) including baby monitors and video cameras that are in your home. The use of these devices is prohibited during the provision of your home support visit.
To have all the supplies required by the HSW/CCAs in the home to receive your authorized services (Example: food, cleaning equipment, and supplies). To have soap and clean towels present in your home for staff hand washing. To ensure all equipment needed for your care is maintained.
In addition, clients and all Agency staff are expected to follow Occupational Health and
Safety guidelines listed below:
PETS must be put away and secure before your HSW/CCA arrives and while they are on your property. If a pet is not secured, this will be reported to a Nursing Supervisor, and the HSW/CCA will leave your home. This will be treated as a cancelled visit and subsequent cancelled visit fees will apply. This is for the safety of our staff and is regulated by Worker's Compensation and Occupational Health and Safety Regulations.
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Refrain from the use of alcohol, marijuana and/or illegal drugs prior to and during your scheduled visit. HSWs/CCAs will not provide services if you have or are consuming alcohol, marijuana and/or illegal drugs. This will be reported to a Nursing Supervisor and the HSW/CCA will leave your home. This will be treated as a cancelled visit and subsequent cancelled visit fees will apply.
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Refrain from smoking any tobacco or marijuana products before and during your visit. Do not smoke tobacco products in your home one hour before your visit and marijuana products three hours before your visit. You must air out your home prior to your visit. HSWs/CCAs will not provide services if this guideline is not followed. They will report to a Nursing Supervisor, and it will be considered a cancelled visit and subsequent cancelled visit fees will apply.
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Ensure all firearms and weapons are locked away and secured in your home. This is a Federal Law. Failure to comply with this will be reported to a Nursing Supervisor, and the HSW/CCA will leave your home. It will be considered a cancelled visit and subsequent cancelled visit fees will apply.
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Respect the rights of your HSW/CCA's. We do not allow or tolerate the following:
Abuse of any kind, harassment, exploitation, racism, inappropriate language, political and religious discrimination. Failure to respect these rights will result in your HSW/CCA leaving. This will be treated as a cancelled visit and subsequent cancelled visit fees will apply. Your services may be terminated.
Who do I contact if I have questions/concerns or complaints?
Our Agency strives to promote open and honest communication. To report any changes in your situation, relay concerns, complaints, or ask questions regarding your services, please contact one of our Nursing Supervisors by calling 902-837-4444, please listen to the prompts and choose the Supervisor option. You will be able to speak with one of the following
Supervisors:
Dianne Thimot-Hankinson, BScN, RN
Rhonda Jamieson, LPN
Andrea Melanson, LPN