Choosing a Health Care Agency
First of all, it is important to remember that you do have a choice. The law states
that you can choose the agency you want to provide your care.
Ask your friends and
family members if they had any experiences with home health care agencies. Your
doctor can also be helpful, since good home care agencies work closely with physicians
so you receive the best care.
Your insurance coverage may also influence your selection.
Your insurance book usually offers several choices from which to choose.
Once you
have narrowed down your choices, ask about the general operating practices of the
agency. According to the National Association for Home Care, there are several questions
you should ask, including....
How long has the provider been serving the community?
Visiting Nurse Service has been serving the community since 1947. For over 58 years,
VNS has been recognized as a trusted provider of home health care services. It is
Medicare/Medicaid certified. Many insurance carriers have named VNS and Affiliates
as a preferred provider of home care.
Will the provider openly discuss and provide
written information regarding its service, fees, and funding sources? Will they
provide a written "Patient Bill of Rights" and explain it to the patient and his
or her family?
At the time of the first visit—or prior to it if the patient and
his or her family request—VNS staff will openly discuss what services will be provided
and the process for billing the patient's insurance carrier. The "Patient Bill of
Rights" is also discussed at this time and left with the patient.
How does the provider
select and train its employees?
All visiting staff of Visiting Nurse Service and
Affiliates must successfully go through an extensive interview and selection process.
They are fingerprinted, checked for criminal backgrounds, and bonded. Before visiting
patients, they must complete a comprehensive training process.
Does the provider
include the patient and his or her family members in the identification of the patient's
needs and wants for service? Will the patient have ongoing input and control regarding
the care that is provided?
As detailed in the "Patient's Bill of Rights" of Visiting
Nurse Service and Affiliates, patients and their family members always have the
right to participate in planning and carrying out the plan of care.
Does the provider
take time to educate family members on the care being administered to the patient?
Visiting Nurse Service and Affiliates has a large professional education department
which is responsible for creating patient education information on a variety of
medical conditions and treatments. This information is reviewed with the patient
and his or her family.
Does the provider assign supervisors to oversee the quality
of care patients are receiving in their homes? Who can the patient and his or her
family members call with questions or complaints? How does the agency follow up
and resolve problems?
Each patient is served by a Case Manager responsible for the
patient's overall care. All Case Managers are supervised by Managers of Patient
Services. Patients are given the phone numbers of these managers and other administrators
and are encouraged to call them should there be any concerns or questions about
service.
The agency reviews and responds to any issue brought to the attention of
management staff. Every effort is made to satisfactorily resolve patient or caregiver
concerns in a timely manner.
Does the provider furnish written statements concerning
the costs and payment plan options associated with home care?
VNS fee investigators
check with the patient's insurance carrier to verify what home care costs will be
covered. They send a list of the services provided to the patient, the published
rates, the estimated coverage by the carrier, and the patient's out-of-pocket expenses,
if any. Itemized statements are also available upon request.
What procedures does
this provider have in place to handle emergencies? Are its caregivers available
24 hours a day, 7 days a week?
All patients are provided with a phone number to
call in case of emergency—24 hours a day, 7 days a week. VNS triage nurses are available
at all times to respond to calls; provide professional guidance; and, if indicated,
arrange for one of our staff members to make a home visit to deliver needed and
appropriate care.
How does the provider ensure patient confidentiality? Staff training
continuously emphasizes the importance of patient confidentiality. Procedures range
from not discussing specific patient issues except with staff who are directly involved
with the patient's care to shredding any documentation which is no longer needed
by the agency.