FAQ - Frequently Asked Questions

Because selecting in-home care is an important personal decision, we have provided the following answers to Frequently Asked Questions. This information is provided for general reference only, and should you choose to schedule a personal at home assessment, we'll provide complete answers to all of your questions.

What kinds of services are available?
For a listing of our commonly provided services, please see the Services We Offer page. We strive to be the most complete, reliable, and high quality at home care provider in our area. If you would like assistance on any service not listed, contact us and inquire if we can assist you. We have a broad range of expertise and chances are we can provide the assistance you seek, or refer you to another qualified service provider.

When is service available?
Services are available 24 hours a day, 7 days a week. We require 72 hours' notice to set up recurring care, and 24 hours' notice to receive one-time assistance from At Home Elder Care Inc. In some instances same day care is available. Please contact our office to discuss special arrangements.

Where does At Home Elder Care Inc. provide service?
Service is available in El Paso and Teller Counties. While we are focusing on the metropolitan areas, we have care givers available in many locations, so call us to see if we can accommodate you!

How do I cancel service?
Cancellations require 24-hour advance notice to our office for the occasional client at 719-590-8813, or one week advance notice for cancellation of recurring service. Changes to existing service arrangements require 24 hours' notice to ensure we can support your needs.

What fees do you charge?
Fees will vary with the exact service requested. You may plan on fees ranging from $16.50 to $25.00, more if additional services beyond our scope are requested. We will consult with you on fees before any service is provided to reach a mutually agreed upon arrangement. Fees may be modified based upon an individual's needs.

Is there a guarantee?
Yes, we guarantee that you will be 100% satisfied with our services, or your next visit will be provided free of charge. Our goal is to provide Quality Care for Your Quality of Life, and we take it very seriously!

Will I receive care from the same person?
Continuity of care is important to us and we strive to have the same care giver work with you on a consistent basis. We will try to introduce you to any substitute care givers in advance, and always notify you in advance if a change in care giver is needed.

Are you involved with the community?
Community service has been a way of life for us. We are active in our local church, serve on local non-profit boards, and have run volunteer organizations for hundreds of employees donating nearly 3,000 hours to over 75 local agencies. We actively volunteer ourselves, and donate a portion of our proceeds to local charities specializing in assisting senior citizens.

Can I trust my care giver?
We hire only the best care-givers and pay them a wage above the market average to attract the very best. Caregivers are our employees, and each care giver is required to pass a DMV, criminal background check, and is insured and bonded. If for any reason you are not satisfied with the service you receive from your care giver, simply call our office and we'll work to make alternate arrangements with you.

Do I have to sign a contract?
We do not require you to sign a contract for the service you will receive, and you may change or discontinue your service at any time with adequate notice. We do have paperwork to review with you to protect your and our rights. We believe however, that you should not be locked into any long term agreement with us, and arrange our care accordingly.

Do you accept insurance or Medicaid?
We anticipate approval to be Medicaid certified soon, and will work with your private insurer and you to ensure claims are filed properly and in a timely manner. Exact eligibility should be verified with your own insurer.

Do you provide overnight or live in care?
Yes we do. We do ask that you provide at least one-week notice for overnight care to ensure you receive the best care available. Fees for overnight care vary between $150 and $180 per night, depending upon the specific care needed. Live in care arrangements should be discussed in person with our office.

How do I know you will provide the best quality service available?
We select only the best care givers and pay them a competitive wage. In addition to providing you with top notch care givers, you can expect us to follow up with you regularly (at least monthly but more frequently if necessary) to check on the quality of service we are providing and ensure you are 100% satisfied. We will also visit you once a quarter (with your prior agreement) to observe the care you receive (while of course respecting your privacy). Any issues you bring to our attention will be resolved as quickly as possible, often within 24 hours.

How long have you been in business?
While we are new to the home care industry, we are not new to business and have a wide variety of experience. We have run a successful business for over 20 years with a satisfactory rating from the BBB with no complaints (Regina Deich Accounting & Payroll). We are natives of Colorado Springs and have experience caring for our own parents. As professionals, we know when to secure the appropriate expertise and will always ensure that your optimal care comes first!

How soon can I start to receive service?
We'll strive to begin serving you as soon as possible, often within 48 hours, and we have been able to accommodate same day service in some situations. A complimentary in-home assessment is first required, as well as some paperwork to help us assist you better, and ensure your expectations and needs are met.

Is my privacy respected?
Respect is one of our core values, and we promise to respect your privacy. We comply completely with HIPPA requirements, and promise that we will only share information according to your wishes. Our care givers are all instructed to respect your privacy.

Is there a minimum amount of time for which I can request care?
No. Most care is scheduled for at least two hours. If you engage one of our care givers in a task that takes longer than estimated, you may elect to have the care giver continue at the normal hourly rate for services, or agree that you are satisfied with their progress and stop their work with what has been accomplished. Note that the fee for one hour of care is $25.00; additional hours are generally $15.00.

What if I cannot find the service I need?
We strive to be the most complete, reliable, and high quality at home care provider in our area. If you would like assistance on any service not listed, contact us and inquire if we can assist you.

What if I don't like my care giver?
While we hire only the best care givers, we realize that from time to time two individuals my not get along amicably. We will try to match a caregiver to your personality prior to beginning service to you, but will work to provide someone agreeable to you. Please understand that we do not condone or tolerate discrimination between our care givers and clients and we may intervene if necessary.

What is an In Home Assessment?
An In Home Assessment allows one of our qualified staff to visit you face-to-face in your home and work with you to determine what types of assistance you need. We'll ask you questions about your health and living arrangements and offer customized options to fit your needs. There is no obligation to receive care or be billed for service if you request an in home assessment.

Why did you start At Home Elder Care Inc.?
We cared for our Dad for over four years, providing for him the care, respect, security and comfort he needed to live peacefully at home. During this time, we saw and heard about many other elderly persons in need of such service, but not able to secure the help they needed.

We also noted the impact this had on our families - it was difficult to provide the care Dad needed with our own careers and children and commitments, but working together we were successful. We want to provide that same level of service to all elderly persons in need, service you can trust and depend upon.

Will you provide me with or refer me to additional resources?
We are always on the look out for additional services that either we can offer to you, or we can refer you to at little or no charge. Various non-profits that we are familiar with provide excellent services, and there are many government programs available to assist elder citizens. We want you to enjoy the best life at home and will keep your best interests in mind.

Will you provide references?
Yes, we will provide references upon your request. We want you to completely comfortable with us and the services being offered. You may also wish to review what our customers have had to say about us.

Call 719-590-8813 for more information.