Frequently Asked Questions

Yes, you certainly can pick and choose the services that you want. You are the customer and you tell us what to do!

Yes, all our employees are screened so that they can be bonded and insured.

Yes, if you do not like the match we made you can help us find a better employee match.

Some are nurses, some are designated health professionals and some are trained caregivers. We match the employee's training to best fit your needs.

You have a choice of cancelling the appointment or allowing us to send a replacement caregiver.

No, we can provide our services to you whether you like at home or a senior's complex or health care facility.

We understand. Our own personal experiences with family and loved ones have caused us to have very clear goals and standards that ensure that priority is given to client needs. We provide the highest standard of compassionate, personalized care to those in need in the communities we serve. We offer a full range of home care services, ranging from companionship to full-time care. We can provide services for as little as a few hours a week to around-the-clock, every day, in any setting, you call home – whether it is a private residence, hospital, support centre, retirement community or long-term care facility.

Hiring privately may seem like a cost-effective idea, but there are pitfalls and risks and ultimately cutting costs or corners could catch up with you. It makes you the employer and responsible for complying with all the employer legalities including calculating, withholding and remitting taxes, CPP, EI and EHT. You must also stay current with and comply with all laws and regulations regarding employment standards including vacation entitlements, overtime, statutory holiday pay, notice and termination issues. You also have to provide WSIB coverage to cover the event of an employee workplace injury.

We conduct extensive screening and thorough background checks on potential employees as part of our hiring process. Employees are bonded and insured for your protection as well as theirs. We will ensure that you will get the most qualified caregiver for you or your loved one and having a deep roster of staff means that we have the ability to cover an employee's illness or vacation absence.

If the caregiver is not a good fit, a simple phone call to us will have a replacement assigned whereas with private hire, terminating the employee means that you would have to restart the entire hiring process which could take time.

Working with an agency means families can minimize their workload, minimize potential threats and risks to their loved one and enhance the quality of their time together as a family rather than as an employer.

Yes we do, there are no age restrictions. Our homecare services are not limited to seniors and are available to anyone with disabilities, those recovering from surgery, new and expectant mothers, and others.

A caregiver may be necessary when a person needs extra help or support due to age, illness or disability and can no longer safely take care of themselves. Caregivers also take the pressure off family members who are stretched tying to look after loved ones and need some respite and support so they are not alone.  Homecare service supports the individual during their time of need making life easier for both patients and their families.

No, a licensed nurse (RN or RPN) is required only when there are medical services to be provided. Our Caregiver staff are trained professionals qualified to assist with all the Activities of Daily Living (“ADLs”).

No, the first consultation to meet the client and his/her family is free and you are under no obligation whatsoever. We believe it important to meet and get to know each other rather than just an impersonal telephone or email connection.

Yes we can help wherever it is the person calls home, whether it is a house, apartment, retirement residence or Long Term Care facility. We also work closely with our community partner hospitals to offer services there such as overnight sitting for either short or longer stays.

No, we do not have a contract. Our clients sign a service agreement for homecare services which outlines the services we will be providing, the proposed schedule, our rates, and our billing policy. We ask for 2 weeks’ notice for service cancellations or interruptions such as vacations etc. In the event of an emergency such as sudden hospitalization, no notice is required or our services can continue in the hospital if appropriate. Pre-booked shift cancellations with less than 2 (two) business days’ notice may be charged 50% of the scheduled visit fee (minimum of 4 hours at standard rates). Shift cancellations with less than 1 (one) business days’ notice may be charged 100% of the scheduled visit fee. Lending Hand will have the discretion to waive the cancellation fees if we are able to assign the scheduled caregiver to alternate work for that shift time to compensate.

We provide care up to 24 hours a day, 7 days a week, and 52 weeks a year. The minimum for a single visit is 4 continuous hours. On request, we may occasionally be able to provide a shorter shift but this is subject to availability.

All our caregivers are carefully screened to highest quality standards as we determine and verify their individual skills and experience prior to hiring. We have a full and frank discussion with clients during the intake process to understand their particular likes, dislikes and requirements in order to make the best possible match.

Call us! Our first step is to make an appointment to meet the client with his/her family or decision-makers to have a better understanding of what he/she is looking for and what is expected from us. We can also answer any questions and address any issues or concerns at this time, as well as complete some straightforward paperwork.

Normally, we would expect to have service in place within 24/48 hours but will prioritize emergencies including accommodating same-day requests if at all possible. We will always try to meet the client’s needs.

Yes, our care plans are individually tailored to meet an individual’s unique needs and will be as flexible as required. However, if you do request a schedule change, you should be aware that your regular caregiver may not be available at the new time as they may already have commitments to other clients at those times.

We place a high priority on continuity and will always try for the same caregiver. We will take the information learned during our first meeting to understand the type of personalities you are comfortable with prefer and assign your caregivers based on your preferences. We will endeavor to maintain that person as your primary caregiver and provide an equally compatible substitute during any absences including illness or vacations.

If you have any concerns about our services, please call us immediately so that we can respond and address any concerns without delay. In the rare case where a client feels the matched caregiver is not meeting their expectations, or if you feel that the caregiver is not quite right for you, let us know and we will replace them. We know that home care is about receiving the care you need while being comfortable in your own home.

A PSW is a caregiver who has completed the Ontario PSW training program. Approved in 1997, it replaced various other community training programs. PSWs in Ontario provide a range of care services in many settings including private homes, retirement residences, long-term care facilities, hospitals, rehab centres, adult-day programs, supportive housing, group homes etc.

We have a rigorous in-depth initial screening process and use ongoing supervision to verify standards are maintained. We look for skilled caregivers with compassionate caring personalities and who have a real desire to work with people in need. Each applicant is thoroughly screened - including criminal record and vulnerable sector checks, independent references, verification of qualifications and personal interview to ensure they meet the highest standard for providing home care services. Our caregivers are bonded and insured for your safety. They are required to regularly update and re-certify (e.g. police checks, CPR training and immunizations). We want to be able to say we would feel good about having this person to care for our own family members.

Yes, all of our employees are covered under Ontario's workers' compensation system which protects the homeowner from liability in the case of a caregiver’s work related injury that occurs on the job.

Various government and not-for-profit agencies can provide help depending on your circumstances. Check these links to find Ontario LHINs, Community Services Centres, Meals on Wheels and a variety of injury and illness-specific associations: