How many years has your company been in business? Are you accredited?

We have been serving the London community since 1995. Our organization has been accredited with exemplary standing by Accreditation Canada since September 2015. We achieved an outstanding 100% success rate in meeting all Key Standard Requirements and Priority Processes. 

I am not sure of my needs, what kind of services do you offer?

The services we will provide are personalized according to your needs, we offer a free assessment with our Registered Nurse to help you understand what you need and how best we can serve you. Our services include but are not limited to companionship support, personal care support, assisted living, end of life / palliative care, respite care, extra support for hospital stays, overnight care, and live-in caregiver support. 

My parents are on their own. How can we be sure that they stay safe and will get a trustworthy caregiver?

All our caregivers go through a screening process which includes a criminal and vulnerable sector check. We verify their identities, and we perform a thorough reference check to make sure we are hiring trustworthy people. We provide ongoing training to ensure both clients and caregivers are safe. Our employees are bonded and we carry ample liability insurance.

How do you communicate with the families once care starts? Is there a way for the family to get an update of how the visits are going including the well being of our loved ones? 

We will supply a binder that the family will have access to in the home. The caregivers will write notes regarding the care and wellbeing of your loved one. The family can also opt into a daily email with reports from each visit. 

What is your minimum number of hours per visit?

Visits are at least 2 hours long.

Do you have an emergency plan if anything were to happen? 

During the intake process, we sit down with the family to discuss what to do in the case of an emergency. On file we will have who to call first, DNR instructions, and any other instructions to follow prior to calling 911.

Do you only work with seniors?

No, we work with anyone who needs personal daily living assistance. However, our specialty is senior care. 

How soon can services be provided?

Ideally, we need at least 48 hours to organize an assessment with our Registered Nurse so we can build an efficient care plan. However, we also understand that sometimes care is needed in an emergency and we can assess the situation quickly. 

How do you match a caregiver to clients? Can I pick a caregiver of my choice?

Once we know the needs, history, preference, and personal information for a client, we search for a team of caregivers who have the best experience and personality to suit the situation.  

Yes, you can pick the caregiver of your choice. Unique to Medical Priorities, the client can select the best suited team of caregivers at any time. Our goal is to make sure that you are happy and comfortable with the match.

How much do you charge per hour? Are there any other costs associated with the care?

Our prices are structured according to the care that you need, either an hourly charge or flat rate for the visit. There will be no additional costs associated with care unless agreed to by the family member with the financial power of attorney. The family will be required to provide any necessary PPE for use in the home.

Can I change my schedule or cancel a scheduled visit?

Yes, you can change the schedule at any time with no charge, provided you give us 24 hours notice.

What sets you apart from the other home care agencies?

We are a family owned, London based agency with 25+ years experience in serving the community. Over the years we have become the best at what we do, making sure that you or your family member receives top notch, personalized care in addition to dedication, attention, and love from our professional staff. 

Our Accreditation with exemplary standing shows our commitment to providing high quality, client driven care. We have a unique culture of continuous improvement with an emphasis on client and worker safety. You will receive focused attention from the support staff and the front-line caregivers.

We provide continuous communication through daily reports, phone contact, visits for assessment and reassessment, feedback from caregivers, and surveys, clients and family members are regularly engaged to provide input and feedback on their care and service.

Can we still have these services in hospital or if we already live in a retirement or long-term care home?

Yes, we can offer our services to you at your preferred location. It could be support in the hospital, companionship at a retirement home, or the personal care support in a long-term facility. We work closely with many hospitals, retirement homes, and long-term care facilities in the London area. 

Will I get consistency in the caregivers that will be coming for the visits?

Consistency in caregivers is very important to us. Our goal is to build a dedicated team with caregivers who match your needs, preferences and can alternate or relieve each other when we get sick calls and time off requests. We will help to create an easy transition to having care in your home or facility and we will quickly help to establish a routine that will be followed by any of the caregivers visiting with you.

Am I locked into a contract? Are there any exit fees? 

You are not locked into a contract. You are only required to give us 24-hour notice for cancellations. 

My spouse is the one requiring most of the care, I was the primary caregiver, but I now need assistance, where do I fit into the scenario?

Yes, our caregivers will be able to help both of you, we will do an assessment to determine the level of care and to ensure that one caregiver will be able to handle the needs for both of you. 

What qualifications do your caregivers have and what level of experience do they have? 

Our caregivers are Personal Support Workers (PSW), Registered Practical Nurses (RPN), Health Care Aides (HCA), Developmental Support Workers (DSW), Retired Registered Nurses, and experienced Home Support Workers (HSW). All our caregivers are well briefed and trained before they are sent out to clients. We have an ongoing training and refresher program that they participate in to ensure theirs’ and the clients’ safety. Our caregivers are experienced and skilled in providing both the highest quality care and companionship for you or your family member.

What other organizations do you work with?

We work in collaboration with many community agencies such as the South West Local Health Integrated Network (SWLHIN), Middlesex-London Health Unit, Regional Geriatric Program, VON, various facility day programs, long-term care, and retirement homes. We will help you to navigate the healthcare system and act as an advocate for you.

What are your business hours like? Can we get in touch with the office 24/7, 7 days a week? 

Yes, you can get in touch with us 24/7, 7days a week. Our office is open from Monday to Friday 8am to 5 pm. From 5 pm to 8am on weekdays, we have our dedicated staff on call to help you with any emergencies that might arise. On the weekends we have a highly trained answering service who will be able to assist you with any emergencies.