The Personal Character of the Caregiver, Part V

Ongoing Quality Control

There are various ways that we monitor quality of service. Sometimes when a client likes his caregiver he will not tell us that a caregiver is arriving late; but our remote time clock will tell us. Sometimes, rarely now, I have to be the substitute caregiver. Many clients have never seen me, so I go in as if I am just another caregiver. Clients will tell another caregiver things they won't tell the office staff. Also, other caregivers will report if a caregiver is not doing his or her job thoroughly; they do not like having to do someone else's job as well as their own.

Our care coordinator visits with the clients periodically and not only asks if the caregivers are satisfactory, but looks for signs of anything left undone. In the office, we talk with clients and family members by phone, and ask if they like their caregivers, or if there are any tasks that need to be completed or corrected. We take client input seriously. If a client wants a different caregiver, we will accommodate that request.

On the other hand, if the caregiver is uncomfortable with a client and requests reassignment, we will accommodate that request as well. Part of quality control is making sure that employees are happy with their assignments. (See the previous post.)

On the bright side, most clients become very attached to their regular caregivers and vice versa. As one dear elder lady said just last week, "Martha is the only one I trust. I don't have anybody else near me to help, and Martha is so kind."

So, should you let that stranger into your home? After all this process, I would say, "Yes!"

(This is the last of a five-part series.)