Q: Are there limits to how much care I can arrange with Robertson Brown?
A: No. There are no limits to how much care you can receive. We do have a one hour minimum. 1 hour cases are charged at a premium rate.
Q: Will you send me the same person for every visit?
A: Yes, when it is possible. We understand how important it is for you to have the same people come into your home. However, this will ultimately depend on how much care you require. For example, if you needed care once a week for 4 hours, it is likely that you will always have the same person. If you needed 4 hours of care everyday, you would need a “team” of care providers to allow for time off and illness. Consistency of care providers is important and we strive to make that happen.
Q: I have extended insurance coverage. Will this cover the cost of your company’s services?
A: We are accustomed to dealing with many of the major insurance carriers. Policies vary and so do the types of services that are covered. You need to review your policy and speak to your company agent to determine the specific coverage you have. This determination will indicate which of our services your insurance company will cover.
Q: You often refer to the on call supervisor service as very important. Why is this so?
A: RBHS believes in having a qualified nurse on call for both our clients and our staff. This service affords peace of mind to clients and their families and our staff. We believe it is worth it. It also means that we are always accessible to you! Problems can arise at any time and we have nursing supervisors available to deal with them so we can give our clients the best possible quality of care when they need it.
Q: What is the difference between a Personal Support Worker and a Health Care Aide?
A: Personal Support Worker is now the term applied to persons having taken this type of course. Home Support Worker level 1,2,&3 are also position labels that mean the same thing as a PSW or a HCA. For many people it means the same thing.
Q: How do I reach you if I want to get services?
A: You may call us on the phone. On the weekend or after hours you will hear the answering machine when you call the office. This will direct you to the pager number. We will get in touch with you immediately. During our discussion we will explain how our company works and the process of care provision with RBHS. We can even start care on weekends if needed.
PHONE is the best way to get us quickly or if you are in an emergency @ 519-894-9771 or if you live outside of Waterloo Region, you can use the toll free number which is 1-877-601-1118.
EMAIL is a second way to reach us, particularly if you are not in a hurry ay robertsonbrown@rbhs.on.ca
FAX 519-894-3711.
Q: Is your company insured and bonded?
A: Yes. RBHS carries professional and general liability insurance, bonding insurance and provides WSIB coverage for our staff.
Q: What kind of screening do you do for your employees?
A: We have an in depth interview process before hiring decisions are made. Applicants’ references and credentials are checked thoroughly. We have orientation sessions so that we get to know new staff on a one to one basis.Ths process helps us to ensure clients and care givers are well matched. This is very important to us. Our staff receive the same personalized support as our clients. As well, all staff have an immediate supervisor who is in touch with them on a regular basis.
Q: Will I always need a registered nurse to provide care?
A: No. When the RBHS supervisor completes the assessment with the client and their family; they are able to discuss the category of service required. In very few instances today do people require 24 nursing care. They do however often require 24 hr care by a RPN or a PSW. RBHS would also provide nursing visits on a daily basis if required and also liaise with CCAC staff should they also be involved with the case.
