FAQs

Making a decision about caregiving for a loved one is never easy. To be comfortable with your options, you need answers. We hope the following information is a good start. If your questions aren't completely answered, call us. We'll be glad to speak with you about your specific family situation.

~Frequently Asked Questions~

Here are some questions families often ask us about Right at Home:

1. Why should I choose Right at Home instead of another home care agency?

This is an important question so please pay close attention to this.

Right at Home is the preferred homecare agency of choice for many healthcare professionals throughout Hartford County. Our recognition for quality of care speaks for itself and we pride ourselves on the level of effort we go to ensure that your loved one receives the best care they deserve.

We are a State Registered Homecare Agency with the State of Connecticut and although our registration does not require it we provide Nursing Supervision and unannounced RN "spot-checks" for all of our clients. This added level of Nursing Supervision separates Right at Home from all other homecare companies. There is not another homecare agency in CT that provides this level of homecare service.

If your loved one needs Personal Care (hands-on) then according to the State of Connecticut laws on providing homecare, the aide must be a licensed Home Health Aide- HHA or a Certified Nurses Assistant-CNA. Whether you choose a 24-Hour Live-In Rate or an Hourly Rate all of our aides that provide Personal Care to our clients will be a HHA or CNA. What we have been finding out is that there are agencies out there that are so big and cover such a large area that they fail to attend to the customers needs and end up just providing an unlicensed aide, in essence (a body) especially when a 24-Live In is selected. So please be very careful and ask for certifications when necessary. Our client and our reputation is our most important asset and we take our business to heart. When working with Right at Home you can be assured that you are getting a trained and certified caregiver that is managed by our Registered Nurses RN.

In addition- Eileen Scandura, President of Right at Home in Connecticut, has more than 30 years of experience as a certified home care specialist helping the elderly or disabled stay right at home —  safe and comfortable—for as long as they can. Eileen has a reputation throughout Connecticut as a premier homecare specialist and has personally provided care for her own elderly family members. 

         Furthermore, we are cost effective and can save you money because what really sets Right at Home apart is that we are a full-service home-care solutions provider. Which means unlike our competitors Right at Home is able to provide Total Care Service by offering the widest portfolio of homecare services, products, resources and technology. This one-stop total homecare service not only saves you money but gives you peace of mind to make "1-phone-call for 1-solution" to keep your loved ones comfortable, safe and secure.

Working with Right at Home gives you access to:

Medline-durable medical supplies-resources and continuing education for professionals - CEU's - www.medline.com 

Philips LifeLine-personal monitoring systems and medication dispensing units-www.lifelinesystems.com 

No other local homecare company can provide this level of total homecare service and expertise.

Through the hard work, demonstrated commitment to the elderly, unmatched experience, exclusive training programs for caregivers, and use of the latest technology, Right at Home is a true homecare solutions provider and with Total Care Service, the right choice for all of your homecare needs.

We’re always here when you need us and we know how to help you, 24 hours a day / 7 days a week. We wouldn't have it any other way.

2. What is your process for screening caregivers?

Our caregivers represent Right at Home in the community and our reputation depends upon their skill and reliability. We take the initial hiring process very seriously. We carefully screen our caregivers' backgrounds by conducting a thorough employment check and contact all personal and professional references. We also conduct a complete criminal background search.

Caregivers who successfully meet these high standards are interviewed by our professional Care Manager and then must pass a homecare exam and evaluation. But we don’t stop there. Only the best candidates are invited back for a thorough orientation.

Throughout this process, all the information we gather is used to make the best possible match between your loved one and our caregivers.

Right at Home also provides on-going training for our caregivers through the nationally recognized CareStar University training program, which is exclusive to Right at Home. This program consists of several home care safety training modules, (ie-Alzheimers' Care) each of which is followed by an exam. Caregivers who pass the exams are awarded certificates, starting at the Bronze level and continuing to the premier Diamond level. You’ll see our caregivers’ certification level right on their name tags—which they wear proudly and are a standard requirement to the Right at Home dress code. Our national training program is another feature that sets us apart from other homecare agencies and gives you further assurance that your loved one is getting the best of care.

As an added incentive, Right at Home has a recognition program for caregivers who perform “above and beyond” on behalf of our homecare agency and our clients. It is an on-going system of rewards that we are proud to make available to our caregivers.

3. Is there a state or national association that oversees your work?

The Right at Home - Connecticut office is fully recognized and certified by the State of Connecticut- # HCA.0000139.

We are a member of the National Private Duty Association (NPDA), the nation's first association of private duty home care, which includes non-medical home care services. The NPDA's purpose is to enhance the strength and professionalism of private duty home care providers through public education and fostering of industry best practices. Membership in the NPDA is selective and requires adherence to high standards of care and professionalism. Allen Hager, the national founder of Right at Home, is on the Board of Directors of the NPDA.  www.privatedutyhomecare.org

We are also the only homecare agency nationally recognized by the AARP - American Association of Retired People as a Featured National Employer. www.aarp.org This is an official and prestigious designation by one of the largest and finest organizations in the United States, and is exclusive to Right at Home.

4. Do you hire your caregivers as independent contractors, or are they direct employees of Right at Home?

All of our caregivers are employees, not independent contractors.

We pay our caregiver employees required state and federal taxes, as well as employer Social Security taxes. (Please be aware you could be subject to an IRS investigation or audit if you allow a caregiver to work in your home without paying the proper State & Federal taxes.)

5. What types of insurance do you carry, for the protection of your clients?

For your protection and peace of mind, our caregivers are covered by workers' compensation insurance and are insured & bonded. We also carry general and professional liability insurance coverage. By utilizing a caregiver from Right at Home you are fully protected against any type of fraud or injury that a caregiver may sustain.(You should be aware for your own safety and protection that using an independent contractor can expose you to a lawsuit if that contractor is injured in your home. Your homeowner’s insurance will not protect you in the unfortunate situation where a caregiver may be injured in your home)

6. Do I have to agree to a minimum number of days of care?

We have a two-hour service minimum, which can be scheduled one time each day, week, or month. There is no commitment to a minimum term or duration of care. You may cancel at any time.

7. Is it possible to meet my caregiver before he or she starts working with me?

Yes, you may meet your caregiver(s) in advance and decide who meets your unique needs for elderly care assistance.

8. What happens if my caregiver gets sick?

We take our commitment to caring for your loved one very seriously. If your caregiver becomes ill and you desire a substitute caregiver, we will provide one. In fact, we often pay travel expenses to our caregivers when they fill in for emergency situations—at no extra cost to you.

You should know, too, that Right at Home uses the latest in innovative technology to keep track of our caregivers. This is another feature that sets us apart from other local senior care agencies, and that provides you and your loved one the peace of mind you deserve.

9. How much notice do I need to give to receive services?

The more notice we have, the more time it gives us to find a good match for your loved one. In the event of an emergency, we can find you a qualified caregiver within hours.

10. Do you have different payment options?We accept private payments by check or credit card. We can also help you apply for Long Term Care insurance, which often covers our services. We can also help you determine whether you’re eligible for the Connecticut Home Care Program for Elders, a state and federally funded program administered by the Connecticut Department of Social Services through regional Connecticut nonprofit agencies.

 Join the growing number of families in Connecticut who know that we take our homecare business to heart.

Call (860) 436-9757.

About Right at Home

About Right at Home

How long have you been in business?

Right at Home was founded in Omaha, Nebraska in 1995.

What kind of services do you provide?

Right at Home provides numerous services across the country to families just like yours. A full list of services is available here. To see how we might be able to help your family specifically, take our Care Assessment. To see how we help families just like yours, read our Care Profiles or read our customer testimonials.

Where do you provide services?

Our local office is part of an international network of in-home healthcare. Right at Home has hundreds of locally owned offices all across the United States and throughout the world.

Are your caregivers insured and bonded?

Yes. Every caregiver is a Right at Home employee. To help ensure the safety and well being of our clients, we perform a criminal history background clearance and then cover each caregiver with general liability and workers' compensation insurance.

Will I have a choice of who comes to my home?

Yes. We encourage your involvement in the decision-making process. And with our proprietary screening and selection system, you can rest assured that we do our best to take the guesswork out of matching the right caregiver to you and your family. However, you must be satisfied. We always try to accommodate any requests you may have for a change in caregivers (as allowed by law).

Will my family member always receive care from the same caregiver?

Our goal is to establish a long-term caregiving relationship with your loved one. Should your family want to request another caregiver for any reason, we'll search for a match until your family is happy. We understand that a strong rapport and trust with a caregiver is vital to a successful home care experience.

If your loved one receives care for many hours in a day or at different times of the day throughout the week, it may be necessary to schedule more than one caregiver in a given week. If your family requires multiple caregivers, our goal is the same: we want you to be satisfied and happy. We'll do what it takes to make sure we achieve that goal.

Can Right at Home help with medications?

Some Right at Home locations can administer medications. Check with your local Right at Home office on the services they can provide to your loved one. Regardless of whether a local office can administer medicine, they can always assist in reminding individuals to take their medications. In fact, medication reminders are one of our most requested services. We can also report any side effects and assist with pre-measured medication packages.

Can I change or discontinue the services my loved one receives?

You can change the number or type of service we provide your loved one whenever it's necessary. We understand the care situation can quickly change, so we're as flexible as possible with your loved one's care. Plus, you're never bound to a long-term contract, so you can discontinue your relationship with Right at Home at your discretion.

How can I verify a shift was completed?

Right at Home uses several tools to track our caregivers. First, we use simple timesheets filled out by each caregiver. Then, we use a combination of Internet-based solutions to verify time and attendance. This allows you to have a written record of services within the home where care is provided. And we can provide written verification at any time.

Also, our itemized invoices are always sent after services are complete. This lets you ask any questions about time or date of care, and it allows us to make any schedule adjustments before your invoice is sent.

Do I need a physician's authorization for your services?

No. You don't need pre-authorization, pre-qualification, certification or even a prescription for Right at Home's services. You choose the services you want, when to start those services and how often those services are used.

If you request assistance with billing a private insurance policy (such as long-term care insurance) for our services, we're happy to help with the entire "benefits coordination" process. This includes providing any documentation you need for reimbursement by an insurance carrier.

What are the costs of your services?

Every family we serve receives a Custom Care Plan specific to their needs and budget. Several factors help determine the exact cost:

  • Number of hours of care per week
  • Level of home care services received (non-medical, skilled nursing, etc.)
  • Area of the country where services are provided

Our services are typically billed on an hourly basis. This makes it easy to make a Custom Care Plan for you. To discuss the exact rates for the services you may need, contact our office. We’ll set up an in-home consultation to begin discussing a Custom Care Plan and the rates for each service on your plan.

We always provide a written rate sheet prior to initiating services. Rates will never be increased without at least thirty days notice.

Are home care services covered by insurance or Medicare?

Medicare does provide an Eligibility Tool to see if your family qualifies, but they typically don't pay for the type of hourly personal care service that Right at Home provides. Right at Home may be able to provide documentation to third parties such as long-term care insurance companies that could help you obtain the best coverage possible.

Additionally, Right at Home has preferred relationships with many companies who either fully reimburse or partially reimburse for home healthcare. Typical accounts for reimbursement include reverse mortgage, health savings accounts (HSAs) and flexible spending accounts.

We also work with reimbursement programs like the Veterans Aid and Attendance Benefit, which is a benefit paid in addition to the monthly pension paid to Veterans and surviving spouses who require our services.

Do I pay the caregiver directly?

No. You (or an authorized representative) are only invoiced after the completion of services. Usually, this happens weekly. You never have to pay caregivers directly. And you'll never be asked to pay an additional fee to any employee.

How is the privacy of my personal information maintained?

We adhere to all applicable federal and state guidelines related to privacy of personal and healthcare information. This starts once we have a formal services agreement, before a caregiver even comes to your family member's home. The written service agreement stipulates the exact restrictions on the use of your information, which clarifies that even unauthorized individuals will not be given access to information without a client's – or legally authorized representative's – formal consent.

Your information is never sold to a third party under any circumstances. In fact, only the office personnel and caregivers who are directly involved in your services will have access to information related to the care of your loved one.

Right at Home seems like a good choice. What's the next step?

Give us a call. We'll arrange a time to visit you, your family and/or any authorized representative to fully discuss your particular situation and how Right at Home might help.

Together, we'll go over the care your family needs and the care we provide. We'll answer all of your questions regarding services and costs. Then, we'll begin putting together your Custom Care Plan and matching your loved one with the right caregiver. Usually, care can begin within a matter of a few days.

We are very happy with Right at Home's services. All is going great, as our caregiver is quite pleasant and always works fast and thorough. Our caregiver is simply amazing and always works with a smile. Right at Home's flexibility of schedule pleases us greatly and we are quite pleased with their services.

Sid & Marge B.