FAQs

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

About this Location

What is the difference between home care and home health?

A home health agency is a state licensed medical care provider employing registered or licensed nurses, physical, occupational and speech therapists. These services must be ordered by a physician for a set period of time and are usually covered by Medicare or private medical insurance. Visits from Home Health are to provide medical care on a per visit basis.

A home care agency such as Right at Home is a non-medical provider employing companion/homemakers, California licensed Certified Nurse Assistants (CNAs) and Certified Home Health Aides (CHHAs). These services are not physician-ordered, are paid for by the client, and may be eligible for reimbursement from a Long Term Care Insurance policy or a Workers Comp claim. The client determines the frequency and length of visits and the type of services to be provided.

Right at Home works along side home health agencies. The home health agency provides intermittent medical care, and we provide non-medical personal care "the other 23 hours of the day." We complement home health through assisting clients with exercises recommended by their therapist, and by monitoring our clients’ medication compliance.

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 long-term care insurance policy for our services, we are happy to help with the entire "benefits coordination" process at no extra charge. This includes providing any documentation you need for reimbursement by your insurance carrier.

Are home care services covered by medical insurance or Medicare?

Usually, no. Home care is considered to be custodial care (help with bathing, dressing, using a bathroom, and eating), and this care is not covered by health insurance or Medicare. Medicare Part A only covers skilled care given in a certified skilled nursing facility. You must meet certain conditions and coverage is limited. For more information about Medicare skilled nursing care, look at the publication Medicare Coverage of Skilled Nursing Facility Care.

Long Term Care Insurance will reimburse you for all or a portion of the daily costs depending on the terms of your policy, and Right at Home can assist with the billing.

Other typical accounts for reimbursement include health savings accounts (HSAs) and flexible spending accounts. Another popular method for funding long term care is a reverse mortgage, and we would be happy to refer you to a trusted professional to assist you in evaluating this option.

We can also direct you to 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.

What are caregivers not allowed to do?

Under California law, employees of non-medical home care agencies cannot perform any tasks that would be described as skilled, clinical or invasive. Even though we assign only California Certified Nurse Assistants (CNAs) to our clients who require personal care, Right at Home is a non-medical agency, and our CNAs are not operating under a physician’s order or under the direct supervision of an RN. As such, it is not legal for them to administer any medications – even over the counter medications. If the client does need more than just reminders, then a friend or loved one would need to manage the sorting of the pills and provide the schedule. If the client requires insulin or other injections, these must be administered by the client, another trusted member of the family, or through arranged visits from a nurse from a licensed home health agency (we can help you locate a reputable resource). Non-medical in-home caregivers also cannot regularly monitor vital signs such as temperature, blood pressure, blood sugar etc., but can assist and observe the client taking their own vitals, and can record the results. Many of our clients find this log to be a useful tool to take with them to their doctor appointments.

What kind of services do you provide?

A full list of services provided by Right at Home is available on the "Our Services" tab. To see how we have helped families just like yours, please read our Care Scenarios and words from our very own customers.

Where do you provide services?

Right at Home can provide companion and personal care in a private residence as well as a variety of settings including Independent Living Communities, Assisted Living Communities, and Retirement Communities. In Skilled Nursing Facilities, Rehabilitation Centers, and Hospitals we can provide sitter services, serving as an advocate for the patient who may not be able to speak for themselves. We also provide care transition services when your loved one is leaving a hospital, skilled nursing facility or rehabilitation center.

What are care transition services?

The first 72 hours after being discharged are the most critical for seniors who often face questions like how they will get home, who will be there to help them get settled, who will pick up their new prescriptions, who will pick up groceries, and who will purge the refrigerator of expired foods?

Through Right at Home’s special RightTransitions SM discharge package, we see to it that all of those details are covered, and we arrange for and provide transportation to follow-up doctor visits. We help to prevent you or your loved one from being readmitted to the hospital due to lack of follow-through of the discharge plan.

How long have you been in business?

Right at Home has been in business since 1995, and our Right at Home office in Walnut Creek has been serving the Central Contra Costa area since 2009.

What are the costs of your service?

Every family we serve receives a Custom Care Plan specific to their needs. Several factors help determine the exact cost of care such as: number of hours per week, level of home care services received and whether care is for one or two people in the home. Our services are typically billed on an hourly basis, ranging from $22 to $26 per hour. Depending on the extent of care needs, we can also provide care in 12 hour shifts or 24 hour live-in shifts at flat rates that provide a significant savings over the hourly rates. Please contact our office to set up a free, no obligation assessment during which we can begin discussing a customized Care Plan and the appropriate rates for service based on your plan. We are available to meet wherever and whenever it is convenient for you – evenings and weekends included! We always provide a written agreement with the quoted rate before initiating services.

Are there additional fees, such as for weekends or evenings?

There are no additional costs for service provided on evenings or weekends. Our quoted hourly or visit rate covers all servces. We do bill and pay time and one-half on a few major holidays as detailed in our service agreement. We are glad to run errands for you and bill you for the costs of  purchases with no additional markup or fee. We charge for errand mileage at the current IRS reimbursement rate if the caregiver uses their own vehicle on your behalf.

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

We strive to provide continuity of care by scheduling the same caregiver with each client for each visit. If your family member requires many care hours throughout the 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. However, our goal is the same – to provide continuity of care with the least amount of disruption to your household routine, and for you to be satisfied and happy. We'll do what it takes to make sure we achieve this goal.

How can I verify a shift was completed?

At Right at Home we believe peace of mind is priceless when caring for an elderly or disabled client in their home. That's why we offer Telephony, a web-based technology which monitors when every employee arrives and departs a shift, at no additional cost to our clients.

Caregivers dial a toll-free number from the client's phone when they arrive and depart. If an arrival call is not received on time, even in the middle of the night, the Telephony timecard system electronically alerts Right at Home supervisors so that they can proactively work with the client and their family. Right at Home is one of the few agencies in the Central Contra Costa area that uses a system to ensure that they are always there as promised. The benefits to you, our client, are that our caregivers know their punctuality is monitored to the minute, and you have peace of mind knowing your loved one has care.

Do I pay the caregiver directly?

No. You (or an authorized representative) are only invoiced weekly - after completion of services. You never have to pay caregivers directly or pay an additional fee to any employee. If an employee suggests direct payment for services or other expenses to you, please contact our office as soon as possible at 925.256.4663.

Are your caregivers insured and bonded?

Yes. To help ensure the safety and well being of our clients, we perform a variety of checks including pre-employment criminal history background clearance and a DMV record review. We also require that all employees provide a valid California driver’s license, proof of automobile insurance coverage, and automobile registration. We then cover each caregiver with general liability and workers' compensation insurance.

Are Right at Home caregivers W-2 employees or independent contractors?

All of our caregivers are our W-2 employees.

Referral agencies charge less. Why should I pay Right at Home more for the same service?

Faced with a growing and often bewildering number of choices, many consumers are hiring workers from companies that do not employ or supervise their workers, never realizing that there are potential legal and tax consequences that go along with the use of an independent contractor for in-home care. These consequences can be significant, and could have a serious impact on the consumer.

I’m not the employer, and the referral agency issues 1099s to the caregivers, so why would I have any liability?

California courts have defined an “employer” as anyone who: (1) exercises control over wages, hours, or working conditions; (2) suffers or permits another to work; or (3) engages another, thereby creating a common law employment relationship. Anyone who gets a paycheck must pay the government any taxes due. This includes social security (both the employee and employer shares), unemployment, and state and federal payroll taxes. When none of these taxes are being paid, the government may sue the consumer or their estate for back taxes, interest and penalties. In a situation where many days of care or many hours each week of care over a long period of time have been delivered, this tax responsibility can be a substantial amount. Here’s a good read about becoming an accidental employer.

We care about our employees, and realize that 1099 caregivers are also hurt in the long run. No payment into social security leaves them financially vulnerable in their senior years, and without payments to the state unemployment insurance fund, no protection is afforded for their periods of unemployment.

Won’t my homeowners insurance cover a worker’s compensation claim?

This is the most potentially financially devastating result for consumers and workers who are unaware of the employer-employee relationship. If the worker sustains an on-the-job accident, the liabilities can be substantial. Medical costs and disability payments for workers could cause financial hardship for even a very wealthy client. For clients who could not afford to pay, the worker could be left with no help for a devastating injury. Many consumers incorrectly assume that homeowner’s insurance will cover this type of loss, when, in fact, homeowner’s insurance usually specifically excludes employees in the home. Please, please contact your insurance agent to confirm your level of coverage.

Besides taxes and insurance, how else do I benefit by paying Right at Home versus a referral agency with more affordable rates?

Supervision, scheduling and worker training are important benefits to consumers and workers and are provided only by agencies that hire their workers. For consumers and their families, hiring a NPDA-member home care agency provides assurance that someone with experience and responsibility is reviewing the changing care needs of the client. As an NPDA member and CAHSAH-certified home care agency Right at Home provides appropriate supervision that can potentially head off, or at least deal with, the sometimes difficult relationship issues that can occur between clients and their care workers.

Can I pick my caregiver?

Through our RightMatch program, we attempt to make the best match possible with all our caregivers and clients. Several factors are considered including skills, location, schedule, etc. We understand that a strong rapport and trust with a caregiver is vital to a successful home care experience. Your input is especially important and we will work with you to ensure your needs are met. If there is a caregiver you prefer we will make the best attempt possible to accommodate your request. In certain circumstances it may not be possible, but we promise to work with you to make sure you have a caregiver that can meet your needs.

How do I reach someone after hours and weekends?

Right at Home is available 24 hours a day everyday by calling our office number 925.256.4663. One of our employees is always available to assist in any manner necessary. If you receive our voice mail, it means that we are assisting another client or one of our caregivers, and we will call you back just as soon as possible – we promise!

Can I change or discontinue services received?

You may change the number or type of services we provide whenever it's necessary. We understand the care situation can quickly change, so we're as flexible as possible with one's care. We ask for as much notice as possible with a minimum of 24 hours notice of a change if at all possible. Of course, if there is an emergency such as unplanned hospitalization, less than 24 hours notice is always acceptable! Plus, you are never bound to a long-term contract, so you can discontinue your relationship with Right at Home at your discretion.

How is the privacy of my personal information maintained?

Right at Home adheres to all applicable federal and state guidelines related to privacy of personal and healthcare information. Our written service agreement stipulates the exact restrictions on the use of your information, which clarifies that unauthorized individuals will not be given access to information without a client's or legally authorized representative's formal consent. Your information will never be sold to a third party under any circumstances. Only office staff and caregivers directly involved in your services will have access to information.

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

Give us a call at 925.256.4663. We'll schedule a free in-home assessment in which one of our care managers will visit with you, your family and/or any authorized representative to fully discuss your particular situation and how Right at Home can help.

Together, we'll go over the care needed and the services we provide. During the home assessment, we will answer all of your questions regarding services and costs. We will begin to put together the Care Plan and match the right caregiver. Many times service can begin within 24 hours.

 

My caregiver does a beautiful job for me. I have never had it so good! She is wonderful, and quite worth it. She is simply one of a kind.

Dorothy J.