Frequently Asked Questions
How do you ensure that your caregivers will treat me and my loved one with compassion and respect?
When we interview prospective caregivers, our recruiters don’t just look for experience, they also look for candidates who truly care about their work and understand that it is more than just a “job.” It is important to us to have caregivers who show real personality and who have authentic personalities that can be trusted—not fake personas that they wear to work.
And then, once our caregivers are in the field, our team constantly visits your loved ones to ensure that they’re getting the best possible care, with compassion and respect. Everyone at New Wave Home Care is involved in making sure you get the high-quality care you deserve, even our management.
How are your caregivers selected and trained?
All of our caregivers complete a 20-step hiring process that includes a Department of Motor Vehicles check, a background check, a drug test, and a reference check.
In addition, all new caregivers must complete a basic training that places them on specialized, nurse-supervised assignments. These assignments are client specific and they train new caregivers on an individual’s plan of care and home setting, providing personalized, customized training that directly correlates to the plan of care.
All caregivers are also given a Worker’s Handbook that details company details and contact information.
How closely do you supervise your caregivers?
Because we are committed to providing the best care to all of our clients, we believe in following a proactive approach when it comes to supervising our caregivers. This is why our nurse is always in the field and regularly visits clients. In fact, not only does our nurse work constantly on quality assurance through on-site visits, our whole office takes part. Someone in our office is available 24/7 should clients or family members need assistance.
Should a problem occur, you can count on us to address it promptly. And, to make sure that the issue doesn’t happen again, we will work to find and fix the root of the problem.
Do you provide a client assessment? If so, are client needs assessed by a nurse or other licensed professional?
Yes, our nurse completes an initial assessment for each client and their home before any assignment is started. Then, periodically during the assignment, our nurse visits to re-evaluate each client’s needs and level of care. This allows us to adjust the level of care based on each client’s individual needs. We understand the value of constant, open communication, so our staff can be counted on to regularly engage in conversation with family members. With a family’s permission we can also speak to a client’s physician.
Does your agency include the patient and family members in developing the plan of care? Are they involved in making care plan changes?
We know that constant communication is vital to providing the best care for the client and family, so, when the nurse is making her initial assessment, we ask that all decision makers and family members that can be present be there. It is important for the assessment to be a conversation, so we speak to family members and ask them if there are any specific parts of care that they are most interested in or that we did not speak about in the group. If family members want to change the plan of care, we have an open dialogue with the caregiver, nurse, family members, and client (if applicable).
What is your no-show rate? What is the back-up plan if there is an emergency?
We have a 0% no-show rate. Regardless of the situation, you can count on our caregiver or another agency professional to be there at the beginning of an assignment. If for some reason a caregiver cannot make it (which is very rare for our agency), an office staff member will be there until a replacement caregiver is arranged.
Are your caregivers employees or independent contractors?
Our caregivers are actual Form W-2 employees, so our clients never need to worry about inadvertently breaking any type of labor law.
Are your caregivers bonded and insured?
Yes! All of our caregivers are bonded and insured professionals, so our clients and their families have the comfort of knowing that we will cover for any work-related injuries or any other such issue that might occur during an assignment.
Will I be locked into a contract if I use your company? Or can I cancel at any time without penalty?
We do not make our clients sign contracts. Instead, we use service agreements that can be cancelled at any time. We do appreciate, however, 24-hour notice when cancelling an agreement.
What support do you provide your clients beyond caregiving?
We are always there for our clients and caregivers. Regardless of when our clients or caregivers need us, there is someone in the office 24/7 to help them.
What procedures do you have in place to handle emergencies? Are your caregivers available 24 hours a day, seven days a week?
Our caregivers are trained in handling emergencies. In addition, we have office staff available 24/7 to help if they need additional support or guidance.
Do you have verifiable references and testimonials?
Yes, we do. To see testimonials from real clients, please see our Testimonials page.