FREQUENTLY ASKED QUESTIONS

Assessment Questions

Will I be asked to sign anything at the time of assessment?

Absolutely not unless the assessment is done concurrently with the start of service in urgent situations. No paperwork is due until the start of service.

How long does the Assessment take?

It can vary, but generally takes 45-60 minutes.

Service Questions

Is there any upfront service commitment?

There is no long term commitment required. You can cancel services at any time with 24 hours notice.

What happens in the case of a Medical Emergency?

Emergency Preparedness is also reviewed with our Caregivers as part of their annual mandatory training. The procedure is to first call 911, and then call our RN Director and/or Care Coordination team. There will also be an Emergency Contact list in the Client Binder that remains in the home, which will include the info for any contacts the family provides us.

What are the Caregivers not allowed to do?

The Caregivers’ tasks are limited by the Dept. of Health’s Scope of Practice. The key term is “invasive”.  They aren’t allow to perform invasive procedures, such as, pouring medication from a pill bottle, injections, etc.  Tasks such as those must be performed by the client, a family member, or a LPN/RN.

Are the Caregivers able to drive?

Provide this information at the time of assessment, and STEPS will add that to the criteria we use to find the Caregiver.  They are able to either drive your car or theirs.  If they drive their car while providing care, there is an additional surcharge.  STEPS also carries Non-Owned Auto insurance.

Will the Caregivers help me clean?

The Caregivers are able to provide Light Housekeeping, which includes laundry, vacuuming, dusting, organizing, etc.

Are your Caregivers insured?

All our employees are covered by our Medical Malpractice, Non-Owned Auto, and General Liability policies.

Are the Caregivers your employees?

All our Caregivers are W-2 employees, and the rate you pay is inclusive of everything. Therefore, you aren’t liable for Unemployment, Payroll Taxes, Disability or Workers Compensation.

Billing Questions

How often will I be billed?

You will be billed every other Monday for services rendered.

What forms of payment do you take?

We accept check, all major credit cards, automatic check withdrawal (ACH), PayPal, etc.

Do you accept Medicaid or Medicare?

Only Certified Home Health Agencies (CHHA) are able to directly bill Medicaid and Medicare. As a Licensed Home Care Services Agency (LHCSA), we are able to provide services that can be covered by Medicaid/Medicare, but it must be done in partnership with a CHHA.

“STEPS Home Care has provided 24-hour care for my 87-year-old mother. Their management team has been very hands-on throughout and has always been responsive to our needs and requests. The Caregivers have been professional and compassionate. The real test has been when there are the inevitable issues, usually over turnover, scheduling, replacements, etc. It seems that STEPS puts a lot of effort into recruiting and is able to re-staff or substitute when it’s needed. We don’t have a lot of experience to compare them to other agencies, but so far the experience has been much better than I would have thought. I definitely recommend STEPS and speaking with Shan Wade.”

– Andy K.

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