We look forward to meeting you…a message from Jennifer Kendall of Mosaic Client Services

I have been meaning to post some important narratives from members of our client services team. 

The client services team is an important cog in a good homecare company’s service process.  They provide important communication between client, caregivers and homecare company and oversee the caregiving process which is more involved than many may believe. 

The following is from Jennifer Kendall.  Individuals who are deciding whether to contract privately with caregivers or to use a homecare company to manage and oversee the process would do well to look at the important insight this narrative provides:

Mosaic’s client services team is devoted to making each and every client’s experience a smooth and stress-free transition. We are dedicated to providing the best care possible ensuring the appropriate care plan and caregivers are chosen. On a daily basis we deal with many different situations, we book foot care appointments in our clinic and at the client’s home. We help families arrange caregiving services to help care for their loved ones. We link callers with other organizations and programs in the community using the many informational brochures we have in our resource centre.

The client services team does all the interviewing for our caregivers and nurses. We have an intense interview process because we want the best for Mosaic. Our interview process consists of a telephone interview, an in-person interview, health & safety training and an orientation session. Only when all these steps have been completed will they be placed in any shifts. We are dedicated to choosing the right fit of caregiver for each and every client.

We develop great relationships not only with our caregivers but also our client’s and their families. There are many different situations that we may have to schedule a caregiver or nurse for. Some clients require an escort shift to an appointment, shopping or outings. Others may need a caregiver for companionship, to do activities, crafts, games or cards. Clients also require caregivers to assist with personal care, meal preparation, medication reminders, housekeeping and laundry. More complex cases may need caregivers 24/7 to assist in all aspects of daily living. We can arrange to send caregivers where ever they are needed, hospitals, retirement homes, long term care facilities or client’s homes.

We are committed to keeping the lines of communication open between clients, families and caregivers. We provide each client with a care plan binder which the caregivers, client and family members can all document in. Our caregivers give us client updates on any changes or concerns for their clients on a regular basis which we pass along to family members. We touch base with the Director of Care of all facilities that we send our caregivers to introducing ourselves and finding out their policies and procedures. We also keep them updated on the caregivers that will be coming into their facilities.

We have many contacts throughout the city that provide other programs, products and services to the community. We offer this information to clients and families to help them with all aspects of care. In some cases when you mention that you were referred by Mosaic there will be a discount to their services or products. We can also provide information on retirement homes, long term care facilities and hospices. We offer many events here in our resource centre that for the most part is free of charge. We have special guest speakers, tea and crafts, movies, wellness presentations to mention just a few. For a small fee we also plan special trips to the Royal Ontario Museum and explore our city tours.

We are here to help so please give us a call or visit our office and resource centre. We look forward to meeting you!