How we protect clients and maintain quality

Before providing care, every caregiver must:

• Complete a Criminal Record Check with Vulnerable Sector Check
• Complete an interview and reference checks
• Hold a valid Nova Scotia driver's licence and reliable transportation
• Sign our employment agreement and Code of Conduct, including confidentiality obligations

Every caregiver completes a paid orientation covering our policies, the scope of non-medical care, infection prevention, incident reporting, emergency procedures and client privacy. Before a first visit, caregivers review the client's written care plan.

Each client is supported by a primary caregiver and a familiar backup who both know the client's routine and care plan. Changes to the caregiver or schedule are communicated to the family as early as possible.

Care begins with a free in-home assessment and a written care plan agreed with the client or their substitute decision-maker. The plan is reviewed and updated as needs change.

Caregivers check in and out of every visit using our scheduling system, which records visit times. The Director oversees schedules and quality, and remains available to caregivers and families.

Connect Home Care Ltd. provides non-medical home care only. Caregivers give medication reminders but do not administer medication, and do not provide nursing, wound care or other clinical services. Caregivers drive clients only in the client's own insured vehicle, never in their own.

Caregivers report any incident, injury, change in a client's condition or safety concern to the Director promptly. Incidents are documented and families are informed. Where the law requires it, such as suspected abuse or neglect of an adult, we report to the appropriate authority.

We collect and use personal and health information only to provide and coordinate care, in accordance with Nova Scotia's Personal Health Information Act and federal privacy law. See our Privacy Policy.

Every concern is acknowledged within two business days and answered in writing within ten business days, without any effect on the client's care. See Feedback and Concerns.