What is the Secret to Maintaining Client Loyalty?

You would think that with all the competition in the non-medical home care that somebody out there would be doing things the way Living Assistance Services does…but nobody seems to. It is probably because our Director, David Porter, strives to maintain a system that is personalized, with the emphasis on building relationships.  And not just with our clients, with our caregivers, too.

Many agencies are successful in getting clients but how long do they actually keep them?  Keeping clients is a matter of providing personalized service, not just signing people up. Our track record in keeping clients far surpasses our competitors. They may keep their clients for merely a few days, weeks or months while we keep ours for years.  How do we do it?  “Relationship building”.

Here are some of the key steps taken by Living Assistance Services to ensure strong relationships with clients:

First, we go to the home or hospital with at least two carefully selected caregivers to meet with the client and/or care recipient and their family. This allows the care recipient to personally interview and select the caregiver that they are most comfortable with. Some of our competitors will do the same thing, (if they are pushed to do so by a client), but no one presents this as a standard policy in their literature the way we do.

Perhaps most importantly, we stay in very close contact with our caregivers, clients and/or care recipients via weekly telephone calls, letters or email correspondence. As often as possible, the Director will conduct personal visits to the homes of clients and/or care recipients.  This system seems so simple, yet it is amazing just how many agencies do not bother to do it and, accordingly, fail to discover problems until it is too late.

We have learned that most clients require services for a long time and they will stay with us as long as they know that we will be responsive to their individual needs and that they will always receive top quality service. If a client does not know anyone at an agency on a personal level or if they always reach someone different when telephoning, (as they do with so many of the big agencies), they are going to look elsewhere for assistance.  We make sure that our clients know us and are comfortable calling us anytime, for any reason, instead of feeling like they have to call someone else.

Be sure to ask other agencies how long their average client stays with their agency. Do not accept a “hip-pocket” answer.  Ask if they actually keep these statistics.  If they do not, it will tell you a lot about their priorities. If their answer is “less than a year”, you are not dealing with an agency that truly understands “relationship building”.

Pauline Lyons, CPCA
VP and Director 

Living Assistance Services – Senior Home Care

Leaving the Hospital Today?

Planning ahead to have the help you need after surgery is important, but it’s easy to overlook the details when you’re dealing with health issues. Though some notice is certainly better, we are able to arrange help for you within 24 to 48 hours if needed.

How we do it

If you need help with home care after surgery, all it takes is a phone call and we can arrange a complimentary nurse’s assessment for you and an introduction to two caregivers—one of which will start as soon as possible.

Our registered nurse (RN) assesses your needs and we select two caregivers that we feel have the right experience and personality to match your needs, free of charge.  Next, if you wish, we will visit you with the two caregivers so that you can be involved in the selection of the person who will be providing your home health care while you recover.

Home health care services after surgery

Our qualified and compassionate caregivers are able to provide the help that you need after surgery. The services that we can help with include:

  • Personal care, such as bathing, grooming, dressing, etc.
  • Meal preparation, including nutritious meal planning, and storing meals
  • Light housekeeping, such as washing dishes, changing sheets, etc.
  • RN supervised care, including medication administration, wound care and changing dressings, etc.
  • Errands, such as grocery shopping, prescription pickups, escort to medical appointments

There for you at the hospital and at home

We are able to provide supplementary care before you even leave the hospital. If you don’t have someone to accompany you home when you leave the hospital, we can arrange to have your caregiver there. This means having someone to help get you settled in after surgery so you can start focusing on your recovery right away.

We are here for you, whether you’re leaving the hospital soon or are planning for an upcoming surgery. Contact Living Assistance Services to arrange for your free in home health care assessment with our registered nurse.

David Porter, CPCA

Living Assistance Services – Senior Home Care

Father’s Day 2018

Father’s Day is a day to celebrate the most important man in your life, but it can be bittersweet when your father is at a vulnerable age. Seeing your father frailer and unable to do many of the things he was once able to is difficult. He’s always been the rock of the family, after all.

This is often just as difficult for a father. As the rock of the family and the one always expected to be “strong”, the challenges that come with aging can be difficult to accept. Even more difficult is accepting help, especially when it comes to personal care. Assistance with personal hygiene is something that many consider demeaning. Fathers often find receiving this type of care from their children especially hard after a lifetime of being the protector and caregiver.

Honouring Who He Was and Who He Is

Regardless of the changes that come with aging or illness, it’s important to remember that your father is still the parent and should be treated as such. It may seem as the sort of thing that should go without saying, but it can be easy to forget when the roles are reversed and you’re caring for them much the way they did for you as a child.

On Father’s Day and every day, it’s important to treat him with respect and be mindful of preserving his dignity. Aging and illness may have caused some changes, but regardless of these changes, your dad—the rock of your family—is still there.

The Gift of Elder Care

Professional elder care can make this vulnerable time easier on dad and the family. In-home care allows your father to age with dignity and maintains as much independence as possible. Our elder care services are vast and versatile, and easily adapted to suit dad’s needs.

Our qualified caregivers are able to take over the tasks that you or your father might find uncomfortable, such as dressing, bathing, and other types of personal care. We know that you’d do anything for your father and that helping with these tasks is an act of love and nothing to be embarrassed about. Even still, many men have trouble with this and often find it easier and more acceptable to receive this type of help from a professional rather than their own son or daughter.

An important part of preserving your aging parent’s dignity is allowing them to have a say in their care and continue to make their own decisions. This is why we’re proud to allow the care recipient the opportunity to choose their own elder care professional. Choosing someone that they feel comfortable with and having control over their care can make it easier to accept help with personal care.

This Father’s Day, celebrate and honour the man your father was and who he still is.

Happy Father’s Day!

David Porter, CPCA

Living Assistance Services – Senior Home Care

Seniors’ Month – June 2018

June is Seniors’ Month in Ontario. Throughout the month, different communities will be holding events to celebrate seniors and all that they contribute. This year’s theme is “Now’s the time to start something new”. The theme highlights that you’re never too old to start something new and that aging doesn’t prevent us from leading fulfilling lives.

At Living Assistance Services, we’re especially excited about this year’s theme because everything we do is to help seniors continue to live fulfilling lives by providing the help they need to do so, regardless of any challenges they face.

In honor of Senior’s Month in Ontario, we want to showcase a few of our awe-inspiring clients who embody this theme in every way.

Meet some of our inspiring seniors

Gert, 93

Gertrude has been using our in-home care services since her hip replacement surgery almost 7 years ago. While she can’t get around as easily as she once did, that hasn’t stopped her from trying new things. Since becoming our client, Gertrude has joined a senior’s fitness group, taken a workshop to learn how to use an iPad, and recently, with the help of her caregiver, who is “just like a daughter to her”, organized a ladies bridge group that meets every week! Age is certainly not slowing her down and we’re happy to do our part so that she can keep on doing her thing.

Paul, 76

Paul has been one of our clients since he became a widower 2 years ago. Like a lot of people who have spent most of their lives as a part of a couple, Paul admitted to feeling lost when his wife passed away and “not even knowing how to use an ATM or make a meal”. Every single day since starting this phase of his life has been an example of how you can always start something new. We have watched him not only learn to use that ATM, but Paul also enrolled in cooking classes at the local grocery store where he’s learned to make several exotic dishes—a few of which his home care professional has had the pleasure of tasting on her visits! It turns out he has recently started something new again, this time with a lovely woman he met in cooking class! We continue to be inspired by Paul and other seniors who find themselves navigating this season of their lives with gusto.

Janice, 84

With all of her family living outside of the GTA, Janice enlisted our help being diagnosed with a chronic medical condition in 2013. Her health issues require regular in-home health care services, but rather than seeing that as a hindrance, Janice has embraced this new phase of her life. She calls her caregiver her “partner in crime” because of all the things they do together. Janice admitted that she threw herself “a bit of a pity party” when her health began to decline and she realized that she needed home care. She beams now when she talks about what a “godsend” her caregiver has been. With her help, Janice has been able to attend fundraising events at her church and even started baking cookies for their bake sales and making crafts for their holiday bazaars.  They enjoy weekly lunches out and play cards on the balcony when the weather turns warm—something she just learned to do recently having never played cards before!

Thank you for letting us be a part of your lives and adventures

Living Assistance Services began with desire to help people grow older in their own homes safely and independently. Every day we are honoured to be able to do this by offering flexible services provided by outstanding senior care professionals who embody what we stand for.

We want to thank all of our senior clients for the wisdom, experiences, and inspiration they share with us each and every day. We have spent the past 18 years providing senior care in the GTA and have had the pleasure of meeting many amazing seniors who continue to inspire us to provide the best care we can.

This month and every month, we celebrate you and all you do.

David Porter, CPCA

Living Assistance Services – Senior Home Care