Frequently Asked Questions (FAQ)
My Homecare & Services
Not Just Homecare — Support for Everyday Living
General Services & Eligibility
Q: Are your services medical?
A: No. All services provided by My Homecare & Services are strictly non-medical. We do not provide medical diagnosis, treatment, therapy, or clinical care.
Q: Where are services provided?
A: Services are provided in private homes, assisted living communities, hospitals, and care facilities where services are permitted and authorized.
Q: What areas do you serve?
A: We primarily serve Winnipeg, Manitoba. Services outside this area may be declined or subject to additional travel or service fees.
Q: Who qualifies for homecare assistance?
A: Homecare services are available to seniors and individuals with special needs who require non-medical support with daily living activities.
Q: What personal care services do you provide?
A: Personal care services may include bathing and grooming assistance, dressing, toileting, incontinence care, feeding assistance, transfers, mobility support, and the use of lifts or transfer equipment when appropriate.
Q: Do caregivers administer medications?
A: No. Caregivers do not administer medications. Non-medical medication reminders may be provided when outlined in the client’s care plan.
Q: Do you offer 24-hour or overnight care?
A: Yes. Extended, overnight, and 24-hour non-medical care may be available based on client needs, staffing availability, and service suitability.
Companionship, Meals & Cleaning Services
Q: Do you offer walking companionship?
A: Yes. Walking companionship is available indoors or outdoors to support safety awareness, encouragement, and social interaction. Walks are non-therapeutic and non-clinical.
Q: What kind of meal preparation do you provide?
A: We provide basic meal preparation using groceries already available in the home. This may include simple cooking, portioning, plating, and meal set-up.
Q: Do you provide special diets or nutritional advice?
A: No. We do not provide specialized or medical diets, nutritional counseling, or therapeutic meal planning.
Q: What cleaning services do you offer?
A: Residential cleaning support includes light housekeeping such as kitchen and bathroom cleaning, dusting, vacuuming, mopping, and laundry (washing and folding only).
Q: Do caregivers bring cleaning supplies?
A: No. All cleaning services are completed using the client’s own cleaning supplies, tools, and equipment.
Q: What cleaning services are not provided?
A: We do not offer deep cleaning, heavy lifting, furniture moving, exterior cleaning, or biohazard cleaning.
Transportation & Errands
Q: Do you provide transportation or escort services?
A: Yes. Non-medical transportation and escort services are available for errands, shopping, appointments, church visits, and social outings.
Q: Are there additional transportation fees?
A: Yes. A transportation rate of $0.75/km applies and is disclosed in advance whenever possible. Clients are responsible for parking fees, tolls, and entrance fees incurred during service.
Client Responsibilities & Expectations
Q: What is expected of clients?
A: Clients are responsible for providing accurate and up-to-date information, maintaining a safe environment, being ready at the scheduled service time, and supplying all required personal care, food, cleaning, and household items necessary for services.
Q: What happens if important information isn’t disclosed?
A: Failure to disclose relevant health, mobility, cognitive, or behavioral information—or failure to provide required supplies—may result in service delays, modifications, refusal, or termination of services.
Behavior Standards & Safety
Q: What behavior standards apply?
A: Clients and household members must treat caregivers and staff with respect at all times. Unsafe, aggressive, abusive, discriminatory, or inappropriate behavior may result in immediate suspension or permanent termination of services.
Emergencies & Privacy
Q: What happens in an emergency?
A: In an emergency, My Homecare & Services will contact 911 and notify the client’s emergency contact when appropriate. While we do not provide medical care, caregivers will follow emergency instructions outlined in the client’s care plan.
Q: Is my information kept private?
A: Yes. Client information is confidential and is not sold or shared. Information may only be used when required for safety, emergency response, or legal obligations.
Fees, Payments & Scheduling
Q: How are services priced?
A: Service rates are based on the type of service, duration, and frequency. All pricing is disclosed prior to service start.
Q: When is payment due?
A: Payment is due in advance unless otherwise agreed upon in writing. For homecare services, invoices must be paid four (4) weeks in advance of the service period to confirm scheduling and caregiver availability.
Q: Are refunds available?
A: Payments for services already provided are non-refundable. Prepaid packages may be applied to future services if the client cancels with at least 24 hours’ notice. No refunds are issued for missed services due to client no-shows, lateness, or refusal of service.
Booking & Intake
Q: Do homecare clients need to complete an intake form?
A: Yes. All homecare clients must complete a Homecare Intake Form prior to services beginning.
Q: Can someone book services on behalf of another person?
A: Yes. Family members or representatives may book services on behalf of a client. This must be clearly stated on the intake or service request form.
Q: What if the request is for cleaning, meal prep, or walking companionship?
A: For General Support Services, the request form must clearly state who completed the form and who the service is for.
Q: How far in advance should services be booked?
A: Services should be booked as early as possible to allow for appropriate staffing and scheduling.
One-Time Visits & Minimum Hours
Q: Do you offer one-time or short-term visits?
A: Yes. One-time and short-term visits are available and subject to minimum service hours.
Q: Is there a minimum number of hours per visit?
A: Yes. Homecare services have a minimum of three (3) hours per visit. Bookings under three hours are subject to a short shift fee of $80.
Q: What is a short shift fee?
A: A short shift fee applies when services are scheduled for less than the required minimum hours.
Shared Support Services — Assisted & Independent Living Communities
Q: What is the Shared Support Service?
A: My Homecare & Services proposes an on-site Shared Support Service caregiver, designed to complement assisted living, independent living, and other supportive residential settings by addressing short, intermittent resident needs that may arise outside scheduled personal homecare visits. This model reduces unmet needs by placing a My Homecare & Services caregiver on-site during defined hours to provide brief, non-medical assistance to enrolled residents only.
Q: How does the Shared Support Service work?
A: One trained My Homecare & Services caregiver is present on-site. Support is shared among enrolled residents, and assistance is provided in short, task-based intervals. This service supplements but does not replace personal homecare aides. Services are short in duration and task-specific and is not an emergency response service.
Q: What types of assistance are provided?
A: All services are non-medical and may include:
Mobility assistance (walking support, wheelchair assistance)
Help retrieving items or completing brief daily tasks
Meal support (set-up, encouragement, or assistance as permitted)
Companionship, reassurance, and routine check-ins
Prompt response to minor, immediate needs
Light assistance with toileting or bathing may be provided only when the resident is already capable of performing the task independently, assistance is limited to cueing, reassurance, standby help, or light support, and the task falls within the caregiver’s scope and discretion
Q: Who is eligible for Shared Support Services and how do residents enroll?
A: To begin the service, a minimum number of residents must enroll. Each resident must complete a Shared Support Service Agreement and a basic care needs profile. Services are provided only to enrolled residents. Individual homecare services outside this program must be registered separately under My Homecare & Services standard intake process. Standard administrative fees apply ($50).
Q: What are the service hours?
A: The service is available 7:00 a.m. – 3:00 p.m.
Q: How are fees structured?
A: Daily participation fees are based on the number of residents enrolled. Fees apply regardless of daily usage. Two (2) weeks’ notice is required to discontinue participation.
Q: Are there limitations to the Shared Support Service?
A: This service:
Is non-medical
Does not include nursing or medication administration
Does not provide continuous supervision
Does not replace personal homecare services
Is not an emergency response service
May be modified or discontinued at the discretion of the provider, based on enrollment levels
Residents requiring frequent or extensive assistance may still need individual homecare services
Q: What should residents expect from the service?
A: Services are not scheduled at exact times. Requests are handled based on urgency and availability. The caregiver may be assisting another resident at the time of request. Individual service time is not guaranteed. Caregivers conduct routine daily check-ins to monitor general well-being and identify immediate concerns. Completion of a check-in does not guarantee the provision of services or visitation for any individual client.
Cancellations, Changes & Availability
Q: What is your cancellation policy?
A: Homecare services require at least 24 hours’ notice for cancellations. Cancellations with less notice may incur fees as outlined in the Fee Schedule.
Q: What if the caregiver arrives and the client is not home or not ready?
A: The visit will still be charged based on the scheduled service time.
Q: Are services available evenings, weekends, and holidays?
A: Yes. Services are available evenings, weekends, and holidays. Additional fees may apply, including statutory holiday rates.
Q: Can service times be changed after care has started?
A: Service time changes require supervisor approval. Caregivers are not obligated to accept changes that were not originally agreed upon.
Caregivers & Matching
Q: Can I request the same caregiver each visit?
A: Yes. While we try to accommodate caregiver requests, availability cannot be guaranteed.
Q: What happens if a caregiver is sick or unavailable?
A: Caregivers must notify the company as early as possible so alternative coverage can be arranged when feasible.
Safety, Boundaries & Responsibilities
Q: Can caregivers handle money or finances?
A: No. Caregivers are not permitted to handle cash, banking, or personal financial matters.
Q: Are caregivers allowed to accept tips or gifts?
A: No. Caregivers may not accept monetary gifts or tips.
Q: Can caregivers perform heavy lifting?
A: Heavy lifting may only be performed when proper equipment is available, the caregiver is trained, and they feel comfortable doing so.
Q: What happens if the home becomes unsafe during service?
A: The caregiver will assess the situation, contact their supervisor, and may contact emergency services if required.
Supplies, Equipment & Transportation
Q: What if required supplies are not available?
A: If required supplies are missing, the caregiver will assess whether any duties can be performed. If no tasks can be completed, the visit is still chargeable.
Q: Can caregivers organize medications or medical equipment?
A: Yes, organizing medications or medical equipment is permitted only if outlined in the care plan or intake form. Medications are not administered.
Q: Can caregivers use the client’s vehicle?
A: No. For insurance and liability reasons, caregivers are not permitted to operate a client’s vehicle.
Q: Is there a limit on errands?
A: Errands must remain within scheduled service hours and be reasonable within the allotted time.
Special Circumstances
Q: Do you provide services for individuals with dementia or cognitive decline?
A: Yes. Non-medical support services may be provided based on safety and suitability.
Q: Can services be provided while family members are present?
A: Yes. Services may continue while family members or visitors are present.
Q: Do you offer short-term support after hospital discharge?
A: Yes. Short-term, non-medical post-discharge support is available.
Q: Can services be paused during vacations or hospital stays?
A: Yes. Services may be paused with appropriate notice.
Fees, Administration & Documentation
Q: Is there an administrative fee?
A: Yes. A one-time, non-refundable $50 administrative fee applies and covers intake, setup, and scheduling coordination.
Q: Are invoices or receipts provided?
A: Yes. Detailed invoices and receipts are provided.
Q: Are tips included in service rates?
A: No. Tips are not included.
Children, Pets & House Rules
Q: Can caregivers supervise children?
A: Caregivers may supervise children only if the child is part of the approved care plan, such as a child with special needs.
Q: What are the expectations regarding pets?
A: Pets must be secured or placed away during services to ensure caregiver safety.
Q: Can caregivers smoke, vape, or drink alcohol during service?
A: No. Smoking, vaping, and alcohol use are strictly prohibited. Phone use must be minimal and work-related only.