Families invite agencies into their most private moments, entrusting safety, routines, and dignity to them. Where the right values, systems, and training don’t underpin good intentions, they easily fall short. Careful oversight reveals that gap in missed details, inconsistent care, and risk at audit. Those are things that quickly erode trust.
That’s why we got in touch with Candyce Slusher-a home care expert, consultant to non-medical home care agencies and individuals, a public speaker, and team trainer. With nearly three decades of serving older adults, she helps agencies align values, compliance, and daily practice so dignity isn’t just a slogan, but the standard.
Empathy matters just as much. Staff need to be able to put themselves into the shoes of clients — especially in cases when people are vulnerable because of age, disability, or illness. It is empathy that enables patience and compassion if these clients are frustrated, afraid, or resistant.
Integrity governs behavior in ways that drive caregivers to conduct themselves in the best interest of the client, be forthright, and never cut corners or resort to unethical practices. The trust placed by clients in agencies entrusts them with an intimate part of their lives; this is not something to be taken lightly.
Confidentiality protects dignity and privacy. Caregivers often have access to private medical, financial, and personal information; agencies must make it certain that all employees understand and practice strict confidentiality.
Each plan should be person-centered, personalizing services to routines, culture, likes and dislikes, and emotional needs — not just physical tasks. Empowerment allows clients to make choices, to participate in care, and to maintain control over their lives.
Training should not stop upon hire but rather continue through in-service development. In-service development should include all state requirements plus additional topics directly related to quality care: dementia care, assistance with mobility, and mental health awareness.
Support is a key driver of performance and retention. Leaders should facilitate open channels of communication among caregivers to promote their ability to ask questions and report concerns. Supervisors should be approachable and proactive, engaging in field visits, check-ins, and performance reviews that offer guidance and reinforcement.
Accountability includes monitoring, feedback, and documentation. Agencies should establish expectations in writing, through training, and routine review regarding timeliness, professionalism, and plan-of-care adherence. Supervisors should also solicit ongoing client feedback and review caregiver visit logs or mobile app entries regarding services provided to ensure quality and consistency.
Agencies also have to cope with licensing and regulatory oversight: missed renewals, training hour gaps, or changes that fall through the cracks. A compliance calendar for license renewals, staff training, insurance, and audits, owned by a person or department, keeps requirements on track.
These have been reasons for denials and even allegations of fraud. Clearly, home-care-specific billing software and training of staff regarding each payer’s requirements are paramount.
Finally, unclear policies and procedures lead to inconsistent service and unsafe responses to events such as a fall or medication error. A well-written and updated policy and procedure manual should be reviewed with every new hire.
Consistency begins with structure. Digital scheduling platforms allow caregivers to view their schedules, clock in and out, receive updates, and access care plans via their smartphones. This reduces confusion, avoids missed shifts, and allows for real-time attendance monitoring.
Real-time documentation with mobile applications will encourage caregivers to chart care provided, condition changes, and concerns. This promotes agency awareness and correct billing. Supervisors can monitor the quality of services without the need for paper logs.
Growth should be built on a written policy and procedure foundation that guides behaviors, maintains compliance, and standardizes operations. Owners who scale without systems become overwhelmed and at risk of falling out of compliance.
Keep current with local, state, and federal regulations affecting your business through associations, newsletters, conferences, and webinars. Run routine internal audits regarding documentation, client satisfaction, and staff training to catch gaps early.
– Candyce Slusher
Candyce Slusher’s guidance links values to everyday practice: respect and empathy show up in documentation, scheduling, and clear policies. Leaders who train well, support often, and verify consistently create care that families can trust.
Candyce Slusher is a Home Care Expert, Consultant to Non-Medical Home Care Agencies & Individuals, Public Speaker, and Team Trainer. For nearly three decades, she has dedicated her nursing expertise and leadership to supporting the aging population. Candyce’s mission is to be a trusted advisor who helps agencies grow while maintaining legal compliance and excellence at every step, ultimately enriching the lives of the seniors they serve.
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