Care that feels like
family

Enrollment follows a six-step process:

• Step 1 — Initial Inquiry: Call us or fill out our contact form.
• Step 2 — Pre-Admission Assessment: Our Administrator conducts a comprehensive assessment by phone or in person.
• Step 3 — Home Visit: We visit to evaluate the home environment and meet with family members.
• Step 4 — Care Plan Development: We create an individualized Service/Care Plan.
• Step 5 — Documentation: Required enrollment forms are completed and signed.
• Step 6 — Service Initiation: Services begin and a complete client record is established.

To be eligible, a prospective client must be a Tennessee resident, require assistance with ADLs or IADLs, have a stable living environment, have a payment source, and be willing to participate in care planning. We do not discriminate based on race, color, national origin, sex, age, disability, religion, sexual orientation, gender identity, or any other protected characteristic.

• Client Information Form
• Service Agreement and Contract
• Consent for Services
• HIPAA Notice of Privacy Practices and Authorization
• Client Rights and Responsibilities acknowledgment
• Grievance Procedure acknowledgment
• Emergency Contact and Medical Information form
• Payment Authorization and Fee Agreement

Clients may voluntarily terminate services at any time. When we must initiate termination, we provide at least 14 days' written notice except in emergencies, along with referrals and transition assistance. If you disagree with a termination decision, you have the right to appeal in writing within 7 days.

Absolutely. Your care plan is a living document. You have the right to participate in its modification at any time. Our Care Coordinator conducts periodic home visits and you can request a plan review at any time by contacting our office.

• Tennessee Bureau of Investigation (TBI) criminal background check
• National Sex Offender Registry check
• Office of Inspector General (OIG) exclusion list verification
• Tennessee Abuse Registry check
• FBI fingerprint-based background check (where required)

No caregiver may provide direct client services until all checks have cleared.

Before their first visit, all caregivers complete training covering agency policies, client rights, HIPAA, abuse/neglect recognition and mandatory reporting, infection control, emergency procedures, and job-specific skills. Caregivers must maintain current CPR and First Aid certification and complete a minimum of 12 hours of annual in-service training.

Yes. You have the right to choose your caregiver and to request a change in assigned staff. We accommodate these requests whenever possible. For extended absences, we assign a consistent backup caregiver and facilitate an introduction before care begins.

We maintain a comprehensive backup staffing plan. When a caregiver is absent, we contact our PRN (as-needed) pool, prioritize coverage based on client health and safety, and notify you as soon as possible. Caregivers must notify our office at least 2 hours before their shift if they cannot come in.

All caregivers follow standard precautions — proper handwashing before and after care, appropriate use of gloves, gowns, and masks, cleaning with EPA-registered disinfectants, and staying home when ill. Caregivers may not work with a fever of 100.4°F or higher.

• Be treated with dignity and respect at all times
• Privacy in your personal affairs and living space
• Confidentiality of your personal, medical, and financial information
• Informed consent — receive complete information and consent to or refuse services
• Participate in the development of your care plan
• Be free from all forms of abuse, neglect, and exploitation
• Be free from physical and chemical restraints
• Voice grievances without fear of retaliation
• Access your own service records and request corrections
• Request a change in assigned caregivers
• Refuse any specific service without consequence to other services
• Contact outside agencies including TDMHSAS, Long-Term Care Ombudsman, or Adult Protective Services

• Level 1 — Informal: Share concern with caregiver or Care Coordinator. Resolution within 24 hours.
• Level 2 — Formal Written: Submit written grievance to Administrator. Response within 10 business days.
• Level 3 — Owner Review: Appeal to Owner within 10 days. Final decision within 15 business days.
• Level 4 — External: Contact TDMHSAS (615) 532-6500, TN Long-Term Care Ombudsman 1-877-236-0013, or Adult Protective Services 1-888-277-8366 at any time.

We are fully compliant with HIPAA and our own strict confidentiality policy. All staff sign a confidentiality agreement. Your information is shared only with your authorization, as required by law, or in emergencies. Paper records are locked; electronic records are password-protected with role-based access.

We have zero tolerance for abuse, neglect, or exploitation. All staff are mandatory reporters under Tennessee law. If you suspect abuse:

• Call 911 if there is immediate danger
• Contact Adult Protective Services at 1-888-277-8366 (available 24/7)
• Notify our Administrator immediately

Caregivers may handle funds only for specifically authorized purposes such as grocery shopping. All transactions must be documented with receipts and change returned in the client's presence. Caregivers are strictly prohibited from borrowing money, accepting significant gifts, holding power of attorney, or accessing bank accounts.

Services are billed hourly (Personal Care, Homemaker, Companion), with flat rates for overnight respite and daily rates for live-in care. Holiday services are billed at 1.5× the regular rate. Specific rates are provided during intake and documented in your Service Agreement.

We accept check, credit card, debit card, and electronic transfer. Invoices are generated bi-weekly, with payment due within 15 days of the invoice date.

Yes. We accept private pay, long-term care insurance, Medicaid waivers, and other third-party payers. We bill payers directly where applicable. Clients are responsible for co-payments, deductibles, or services not covered.

• 24-hour notice required for cancellation without charge
• Less than 24-hour notice may be billed at 50% of scheduled services
• No charge for cancellations due to hospitalization or emergency (with notification)

Clients experiencing financial hardship may request a review of their fee arrangement. Our Administrator will consider individual circumstances and may approve modified payment arrangements or reduced rates. Contact us as soon as difficulty arises so we can find a solution.

• Call 911 immediately for life-threatening situations
• Provide basic first aid within their training level
• Gather your medical information for emergency responders
• Call your emergency contacts from your client file
• Stay with you until emergency services arrive
• Notify our agency office and complete an Incident Report within 24 hours

Caregivers follow the R.A.C.E. protocol for fires: Rescue, Alarm, Confine, Extinguish/Evacuate. For natural disasters (tornadoes, floods, winter storms), caregivers follow specific protocols and maintain agency communication. Client-specific evacuation needs are documented in your care plan.

Gait belts are required for all transfers unless a client-specific assessment indicates otherwise. Caregivers apply the belt snugly, grasp from underneath during transfers, and never pull a client up by the belt. Hoyer lifts and mechanical devices require specialized training and demonstrated competency before use.

All incidents are documented immediately. Serious incidents (deaths, injuries, abuse allegations) are reported within 1 hour. Other client-harm incidents are reported same day. Near-miss events within 24 hours. Our Administrator reviews all reports, notifies family as appropriate, and reports critical events to TDMHSAS within 24 hours as required.

Yes. We operate in full compliance with Tennessee Administrative Code 0940-05-38, HIPAA, ADA, Title VI of the Civil Rights Act, the Tennessee Adult Protection Act, FLSA, OSHA Standards, and Tennessee Department of Health Infection Control Standards. Our Administrator, Teretha Anne Gardner, is the designated TDMHSAS contact for all licensure and compliance matters.