Feel free to call us at 718 – 717 - 2285 with any questions. One of our experts will be happy to talk to you about anything you aren't sure about. Here are some of the queries we get most often:
ABOUT OUR SERVICES
Do you provide senior services to those in nursing homes?
Yes, we happily provide eldercare and companionship to seniors who may require additional attention and/or personalized long term care and reside in assisted living facilities and nursing homes.
How far in advance must I call to set up services?
Depending on the type of service you require, you can receive an aide the very same day. For instance, our escort service can be supplied on demand. For other care service needs, it can be as short as 24 hours.
Why should I choose Big Apple Homecare Agency rather than someone with an advertisement online or in a newspaper?
Because our aides are guaranteed to be certified and trained so they have the skill set to take care of your loved one to our high standards. Also with our large panel of aides and our skilled team of coordinators, we can match an aide to your loved one's particular needs and personality. Finally, if that individual you hire ends up quitting, getting sick or proving unsuitable, you'll have to do the work to find the replacement; instead let us provide you with a 24/7 cover of care, easily accessible for replacement staff
YOUR PLAN OF CARE
Is the patient involved in forming their Plan of Care?
It is our practice that the patient is involved in the development of his/her Plan Of Care and if the patient is unable to do so, his/her authorized representative is strongly encouraged to be present during the assessment appointment. During the assessment process and the development of the Plan, patient education is ongoing. Education occurs regarding specific care that that the patient may need, tasks that the aide will be providing, special diets, and special functions that the aide may perform as it relates to the patient's safety, functions and independence.
Is the patient’s course of treatment documented?
Yes. Once the Plan Of Care has been developed by the agency clinician, the aide assigned to the case is oriented to that plan. The orientation generally occurs in the patient’s home and thereafter, the aides are supervised in the home at least every 90 days. In addition, whenever there is a staff change, agency nurses call to review that Plan of Care with the newly assigned staff. This maintenance of the highest quality level of care is deeply important to us.
Does the patient and their family have access to the Plan of Care?
Absolutely. The Plan of Care is maintained in a folder in your loved one's home, along with other pertinent patient information, in a place where is easily accessible for replacement staff.
CHANGES IN SCHEDULE/CONDITION
What happens if my aide gets sick or can't make an appointment?
Big Apple Homecare Agency provides 24/7 staffing services, so if one aide is unable to fulfill their duties, we will make every effort to arrange for another well-matched team member to meet your home care needs.
If my loved one goes to hospital, or if they go on vacation, will they still have the same aide afterwards?
We always try to provide the best match between patient and aide, and will look to keep the same aide with the patient if possible, dependent on availability. Either way, we always aim to maintain a consistency of care that the patient and their family can feel totally at ease with.
If my loved one has a change in their condition, what happens?
When there is a significant change in the patient's condition, we will work with the family to ensure current care needs are met, and to determine if the Plan of Care is still applicable. An in-house visit may be required to see if home is still the safest place for care, and if need be, we will be happy to work with the family in finding a suitable changed level of care, such as a nursing home.
How are patients advised of their rights?
As part of the assessment or during the initial admission to the agency, in a package that we provide, patients are notified of their rights and responsibilities. It is reviewed with you so that not only are we giving you information to help you to understand what you’re entitled to, but also our employees are informed about what their rights and responsibilities are, so that we can make sure that we can maintain a safe and discrete environment to care for all involved.
How does this provider ensure patient confidentiality?
In addition to compliance with all regulation regarding HIPPA and patient safety, all staff are oriented prior to care and thereafter annually regarding to the agency’s commitment to patient privacy and confidentiality. Any failure to adhere to this is taken extremely seriously.
Can I receive home care services without a primary physician?
In this case, we can offer companionship, escort and housekeeping services, but a primary physician is required in order for us to provide the services of a home health aide.
So when things don’t go right…or what happens when you screw up?
In the event that the agency or the agency staff demonstrate any behavior or complete a task in a manner that is unsatisfactory, you have the right to complain without fear of coercion or reprisal. To do so, you will call the number listed in your packet. We're confident we'll be able to resolve any problems you might have. And if you are not satisfied in any way with our resolution of the complaint, you have the right to follow up with the Department of Health and/or to lodge a complaint with the Joint Commission. We provide all these organizations' contact details in your package.
What procedures do you have in place to handle emergencies?
Our personnel are available 7 days a week, 24 hours a day, to handle simple emergencies. Patients will be triaged and then, based on the type of emergency, the appropriate staff member, clinician, or paraprofessional will be assigned to do follow-up. In the event of a natural disaster, the agency has a comprehensive emergency operations plan and patients are given information on that in their package.
What are some of the references you frequently refer to?
We are proud to note our extensive experience and longstanding relationships with many of the major CHHAs, MLTCs, and other programs in the NY State area. In such annual contractual relationships, we are required to meet stringent special needs and standards, and we will be very happy to refer you to any of these agencies for feedback on our services.