Frequently Asked Questions

• What kind of home care services do you provide?

  We provide Companionship, personal help and home help services. We provide services from a few hours a day up to 24 hours 7 days a week, our care is tailored to meet the needs of adult clients.
• Where do you provide services?

  We provide our services in areas including, Leatherhead, Epsom, Ewell, Ashtead, Tadworth, Kingswood, Banstead Cheam, WorcesterPark, Stonleigh, Tolworth, Surbiton, Chessington Bookham, Fetcham, Cobham, Esher,  Dorking and most of Surrey.
• Are your caregivers insured and bonded?

  Yes. Every caregiver is a Skyline Hoe Care employee. To help ensure the safety and wellbeing 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. We carry out proprietary screening and selection so you can rest assured that we do our best to match the right caregiver to you and your family. 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 I change or discontinue the services my loved one receives?

  You can change the number or type of service we provide your loved one with 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 Skyline home care at your discretion.
• How can I verify a shift was completed?

  We use several tools to track our caregivers. First, we use simple time sheets 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 Skyline home care’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 home care 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 home care 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 care services. Rates will never be increased without at least thirty days’ notice.

• 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 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.

• How is the privacy of my personal information maintained?

  Give us a call. We’ll arrange a time to visit you, your family and/or any authorized representative to fully discuss your particular home care situation and how Skyline home care 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 in-home care 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.