Common questions

Call us, or send the contact form. We will talk for fifteen minutes about what is happening and whether we are the right answer. If we are, a care coordinator visits the home, free and with no obligation, and writes a care plan with you. Care can usually start within a few days of that visit.

We run on our own care software, built so our standards are enforced rather than promised. Caregivers check in and out on their phone, with the location checked against the client's home, and record every task as it happens. If a visit has not started fifteen minutes after its time, our office is alerted automatically. Visit records and notes cannot be edited or deleted afterwards: a correction is added beside the original. Every time someone at our office opens a client's file it is logged, and the client can see that log in the app or ask us for a copy. A caregiver whose criminal record check or first aid lapses cannot be scheduled until it is renewed. Family see only what they have been given permission to see. Ask any agency you are considering how they do each of these.

We provide home care in Coquitlam, Vancouver, Burnaby, Richmond, North Vancouver, West Vancouver, Surrey, Port Moody, Port Coquitlam and New Westminster. Our office is in Coquitlam, but care happens in your home, and so does the free assessment: a care coordinator comes to you. If you are just outside those cities, ask us about your address.

Yes: every visit is at least two hours. Short visits sound efficient and are not: by the time a caregiver has arrived, washed their hands, read the plan and greeted the client, a thirty-minute visit is mostly logistics. Two hours means the time you pay for is time spent with the person.

No. A service agreement sets out what we will do and what it costs, and either side can end it with notice. We do not ask for a lump sum up front.

Restricted clinical activities, such as administering medication, injections or complex wound care, are for regulated health professionals in British Columbia, and our caregivers do not perform them. If the assessment shows one is needed, we help you arrange it with a nurse and our caregivers work alongside them. We also do not do heavy housekeeping, home repairs, or anything that would put a lone worker at risk in a home.

There is an important difference between reminding and administering. Reminding someone to take medication they manage themselves is within a care aide's scope, and our caregivers can do it. Administering medication is a restricted activity for a nurse. If the assessment shows reminders are no longer enough, we will say so and help you arrange it, for example with your pharmacist or a home care nurse.

Caregivers check in and out on their phone and record each task as it is done. Families with permission see that record in our app: who came, when they arrived and left, and what was done. Notes from the caregiver are reviewed by our office before they reach you. The client can also see who at our office has opened their file, in the app or by asking us.

In an emergency, call 911 first. Current clients and their families can reach an on-call coordinator 24 hours a day; new enquiries are handled during office hours. Caregivers know who to call and when, and if a caregiver working alone misses a wellbeing check, the office is alerted and follows up.

That is the goal, and we build the schedule around it. Each client has a regular caregiver, and where we can we introduce a backup early, so a sick day does not have to mean a stranger at the door. Holidays and illness happen, but a rotating cast of strangers is a scheduling failure, and we treat it as one.

Every caregiver is registered with the BC Care Aide & Community Health Worker Registry, holds a current Criminal Records Review Program check for work with vulnerable adults, and holds current first aid and CPR. We verify credentials against the issuing body rather than accepting a photocopy, and we keep checking after hire. Our standards page sets out exactly what we check.

Language is one of the things we match on, alongside skills, location and personality. Tell us what you need on the first call and we will be honest about whether we can meet it.

It depends on how many hours you need, what those hours involve, and when they fall: overnights, weekends and statutory holidays cost more. We quote after the assessment, when we actually know what is required, and the quote is one hourly rate with no membership fee, no assessment fee and no administration charge stacked on top. Our costs page explains how home care is funded in BC, including the publicly funded options you may be entitled to before you pay us anything.

Possibly, and we will say so. If your needs are met by a health authority home support assessment, that is cheaper than we are, and you should use it. Private care makes sense when you need hours the public system does not fund, a schedule it cannot commit to, the same caregiver each visit, or care that starts this week. Many families use both.

Only people with a reason to see it, and only the categories that have been shared. Family access is not automatic: it is granted per person and per category by whoever holds decision-making authority for the client, and it can be withdrawn at any time. The care record is stored in Canada, we are governed by BC's Personal Information Protection Act, and we have a named privacy officer you can contact directly.