Tell us what matters
Share routines, goals, risks, preferences, location, timing, communication needs, and the people involved in decisions.
Starting Care
From first conversation to first visit.
No two care arrangements are identical. The team uses your consultation and assessment to define the service, schedule, responsibilities, and caregiver match.
Review the recommendation
Ask why a service is recommended, which tasks are included, what is outside the caregiver’s role, and whether an assessment or practitioner order is required.
Confirm the agreement
Read the proposed schedule, current rate, minimum visit, cancellation terms, payment timing, and emergency contacts before signing.
Meet the care team
Review the caregiver’s role and qualifications, how supervision works, and what to do if the match or schedule needs to change.
First-Visit Checklist
A smoother first day starts with a simple handoff.
People and contacts
- Primary and backup decision-maker
- Emergency contacts
- Clinicians and preferred hospital
- Who may enter, visit, or pick up a child
Health and safety
- Allergies and current medication list
- Mobility, fall, wandering, feeding, or choking risks
- Emergency plan and advance directives when applicable
- Pets, smoking, weapons, cameras, and home-access details
Daily routine
- Meals, hydration, toileting, sleep, and personal care
- Comfort strategies and communication preferences
- Favorite activities and important dislikes
- Household supplies and approved tasks
Visit expectations
- Arrival and departure process
- Where care notes should be recorded
- Which changes require an immediate call
- How family members want updates
Clinical care: do not ask a non-medical caregiver to perform a nursing task. Medication administration, wound care, injections, assessments, and device care require the appropriate professional, plan, and any applicable order.
During Care
Stay informed without carrying the whole load.
Use the portal
Review available schedules, visit information, care notes, messages, agreements, and billing records. Portal features depend on the service and account setup.
Share changes early
Tell the office about new symptoms, a hospital visit, medication or mobility changes, a new address, travel, or a change in who may make decisions.
Speak up about fit
You may request a conversation about skills, communication, punctuality, boundaries, or personality. A care match should support safety and trust.
Protect privacy
Use approved portal, phone, email, and fax channels. Avoid sending medical or personal details through social-media messages or public comments.
Changes & Cancellations
When plans change, contact the office.
Cancel or move a visit
Give as much notice as possible. The cancellation window and any charge are controlled by your signed service agreement, including any documented emergency exception.
Request more support
Do not assume the current caregiver can extend a shift. Ask the office to confirm additional hours, overnight coverage, travel, or a new task.
Request another caregiver
Explain what is not working and what would make the next match better. The office can review skills, availability, location, and preferences.
Unexpected absence
Ask how backup coverage will be handled. Availability depends on timing, location, required credentials, and safety; the office should confirm the plan rather than promise an unverified replacement.
Payments & Records
Know what you are agreeing to pay.
Before services begin, review the written rate, minimum visit, overtime or holiday treatment, transportation charges, required deposit, cancellation terms, invoice timing, and accepted payment method.
Two-week recurring care deposit: before caregiver staffing is finalized, a deposit equal to two weeks of the approved weekly care hours is due. One week is designated as a non-refundable scheduling retainer. For example, an eight-hours-per-week schedule requires a deposit equal to 16 care hours; the portion equal to eight care hours is non-refundable. This payment secures caregiver staffing, scheduling, and administrative coordination services. Only the one-week scheduling-retainer portion is designated as non-refundable.
Private pay
Many clients pay directly. Confirm when payment is due, how cards or bank payments are processed, and who receives invoices.
Insurance reimbursement
Some long-term-care policies may reimburse eligible care. Ask what documentation the agency can provide; the insurer makes the coverage decision.
Public programs
Medicaid, waiver, and voucher programs have separate eligibility and authorization rules. Do not assume coverage until it is verified for the service.
Questions or disputes
Report an unfamiliar charge promptly and keep relevant schedules, messages, and agreements. Ask the billing team for a written explanation.
Safety & Urgent Help
Know who to call.
Emergency
For severe symptoms, immediate danger, fire, suspected abuse in progress, or another emergency, call 911 first. Then notify the agency and emergency contact when safe.
Urgent care concern
Follow the client’s clinical instructions and contact the appropriate licensed healthcare professional. The agency’s on-call team can help with service coordination but does not replace emergency care.
Schedule or caregiver concern
Call (918) 401-0175. Explain the immediate safety issue, whether the caregiver is present, and what support is needed.
Privacy or conduct concern
Document what happened and contact the office. Keep photos, messages, dates, and witness information when available. Use emergency or reporting authorities when required.
Client Rights & Responsibilities
Care works best with dignity and clear boundaries.
You should be treated with respect
Expect privacy, dignity, culturally respectful communication, an explanation of services, and a way to raise concerns without retaliation.
You can ask questions
Request clarification about qualifications, supervision, care plans, schedules, charges, records, privacy, or why a requested task cannot be performed.
Provide accurate information
Share relevant risks, health changes, authorized contacts, home conditions, schedules, and instructions. Update the team when those details change.
Maintain a safe workplace
Help provide safe access, respectful conduct, necessary supplies, and a home environment free from threats, harassment, illegal activity, and undisclosed hazards.
Your signed service agreement and care plan control. This guide explains the general client experience but does not replace the terms, clinical orders, facility rules, payer authorization, or individualized plan for a specific case.
We’re Here
Questions are part of good care.
Call the care team at any point—from the first estimate to an active visit. A clear answer is better than an assumption.