Frequently Asked Questions

Here are some common questions we get asked about our senior care services.

We value your business and hope that we will always meet your needs. In the event that you no longer need our services, we ask that you please call or write our office to provide an end date (3 days’ advance notice per contract) and firm up your account. Once the billing cycle for that period has ended, we will apply your deposit and issue a final bill or refund if applicable.

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It is essential that you are happy with our services and the caregiver(s) that is providing your care. All of our caregivers are trained and certified home health aides, who are thoroughly screened, and personally interviewed by our owner. 

In the event that you feel that you have not been matched with a caregiver that is a good fit for you, we will replace your caregiver with a caregiver that better suits your needs.

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We pride ourselves with providing exceptional customer service. If you have a complaint or concern about your caregiver (no matter how small) please call the office to discuss it. We will do our best to bring a reasonable solution to the table. The matchmaking part of our job is so important to us, we want for you to be happy and have a good relationship with your caregiver(s) and office team. Often times, most issues can be addressed with a little training or

coaching/encouragement. We value your opinion and want you to feel comfortable communicating your feedback.

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Although we understand that you will want to show your appreciation for your caregiver(s), please do not feel obligated to offer tips or gifts. It is company policy that caregivers are to refrain from accepting gratuities. In the event you would like to give your caregiver a gift for special occasions or holidays, please call our office to discuss your intentions. We love to hear positive feedback about our caregivers and will likely reward them for your compliments.

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The focus of our service is to offer one-on-one companionship and personal care for our clients. All light housekeeping duties need to directly benefit the client and should not exceed 20% of the scheduled shift. Also, although some housekeeping duties can/will benefit other members of the household, our focus should always be on our client’s care and the cleaning/organization of the client’s area(s).  Caregivers are prohibited from performing heavy housekeeping duties (scrubbing appliances or bathrooms, baseboards, cleaning windows/blinds, any duty that requires being on a ladder etc.) In the event that you find you need added housekeeping services, we can refer you to licensed & bounded housekeeping agencies.

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By law, our caregivers are limited to providing medication reminders and assistance with the self-administration of medication (if certified). Caregivers are not allowed to administer prescribed and/or over-the-counter medications including but not limited to: eye/ear drops, creams (including Neosporin, antifungal creams, & prescribed creams), band aids or dressings, and hot/cold packs. Caregivers are also not trained or licensed to perform glucose monitoring or injections, set up pill boxes, or remove medications from their original containers. If you find that you need assistance beyond what is within our scope of care, please call our office for a referral to a provider of these services.

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In the home setting, caregivers are to provide their own meals, snacks, and beverages. In the event that a caregiver is required to escort you when you dine out, we ask that you pay for their lunch. Caregivers are expected to order a reasonably priced meal.

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If a caregiver is relieved early of his/her shift (through no fault of their own), we bill/pay for the whole shift (the amount of hours that were pre-arranged by the client).

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If a caregiver is turned away for a scheduled shift, we reserve the right to charge for half of the shift, up to four hours.

e.g. If the shift was scheduled for four hours, we bill (and pay) for two hours. If the shift was scheduled for 10 hours, we bill (and pay) for four hours.

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Please provide us with at least 24 hours’ notice to cancel a scheduled shift. All scheduling matters need to be handled by calling our office directly at (407)347-2050. We are available 24 hours a day.

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Consistency is always our goal. The consistency of caregiver scheduling largely depends on the regularity of your scheduling needs, the amount of hours that need to be covered, and the availability of the caregiver(s). We pride ourselves with being flexible and strive to maintain a high level of communication so that your needs are always being met.

Please note that we do try to avoid scheduling caregivers for overtime hours in an effort to keep our costs affordable.

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Please give us your scheduling needs at least one week in advance. Although we can schedule shifts with shorter notice, it is easier to provide the desired consistency of caregivers if you allow ample time for us to book your preferred caregiver(s) and/or hours. Please note that our caregivers often have multiple clients, outside employment, and personal commitments/appointments that affect their availability.  Please call our office to make scheduling arrangements. Caregivers are not authorized to personally discuss or arrange their schedules with clients.

***Shifts that need to be arranged with less than 24 hour notice are not guaranteed and will incur a fee of $25 for short notice, if scheduled.***

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Per contract, invoices are due to be paid (in full) upon receipt. Payments should be received before the next bill cycle, which is every two weeks. We accept checks and credit card payments (Visa, Discover, and MasterCard). We reserve the right to impose late fees (per contract) or suspend services for accounts that do not remain in good standing. We welcome you to call the office if you have any questions about your invoices or payments.

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A deposit equivalent to the cost of two weeks of care will need to be collected before services begin, upon contracting. Once services are ended, we apply your deposit to the final balance due. You will be billed for any remaining balance OR any overage will be returned to you within a week of the closing of the account.

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Consistency is always our goal.  The consistency of caregiver scheduling largely depends on the regularity of your scheduling needs, the amount of hours that need to be covered, and the availability of the caregiver(s).  We pride ourselves with being flexible and strive to maintain a high level of communication so that your needs are always being met.

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Fortunately those with Long Term Care policies can oftentimes be reimbursed for Private Duty Home Care Services in accordance with their individual policy.  In most cases, health insurance and Medicare does not cover the cost.  The average fee for our service is $21.50 per hour with a 4 hour minimum.

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We hold an AHCA License to help clients in Orange, Osceola and Seminole counties.  However, our focus is our community here in West Orange County.  Winter Garden Senior Home Care proudly serves Winter Garden, Horizons West, Windermere, Dr. Phillips, Gotha, MetroWest, Oakland, Ocoee,  Hamlin, Lake Avalon and Pine Hills.

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WINTER GARDEN SENIOR HOME CARE

License #29993390

Copyright © 2018. Winter Garden Senior Home Care (WGSHC)

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Copyright © 2018. Winter Garden Senior Home Care (WGSHC)

Website Development by Arrow Internet Marketing (AIM)