Client Handbook

Welcome to Jane's Home Care

Dear Client and Family,

Welcome to Jane's Home Care LLC, where home care is designed to be as exceptional as the people we serve. Guided by the belief that every individual deserves comfort, dignity, and compassion, our mission is to provide non-medical home care that bridges professional excellence with genuine human connection.

Founded and led by a Family Nurse Practitioner, Jane's Home Care integrates professional expertise with the warmth and personalization of a family-centered environment. We call this approach concierge care at home, a standard of service rooted in evidence-based practice, spiritual integrity, and the belief that every act of care is an expression of love and respect.

Whether we are assisting with daily living, providing companionship, or supporting families through life transitions, our caregivers embody the values that define our agency: integrity, professionalism, reliability, and kindness.

Our Commitment to You

• To honor your personal values, beliefs, and privacy.
• To deliver consistent, high-quality non-medical care in a safe and nurturing home environment.
• To communicate clearly and respond promptly to your needs or concerns.
• To maintain strict confidentiality and HIPAA compliance in every aspect of service.
• To operate in full accordance with the California Department of Social Services Home Care Services Bureau (HCSB), ACHC accreditation standards, and the California Health & Safety Code §1796.42 to §1796.44.

Our team sees caregiving not as a task but as a calling. We pray that the care you receive through Jane's Home Care brings comfort, peace, and renewed strength to you and those who love you.

With gratitude and dedication,

Jane's Home Care Team

Our Mission

At Jane's Home Care, our mission is simple: to serve people in their homes with excellence, integrity, and love. We believe caregiving is a ministry as much as it is a profession. Every visit is an opportunity to serve, caring for others with the same compassion, patience, and dignity we would offer our own families.

Our calling is to meet daily needs, bring peace into the home, and remind every client that they are seen, valued, and loved. Every care plan we design reflects the belief that true wellness extends beyond physical needs. We blend practical care with spiritual encouragement, creating an atmosphere of safety and respect.

Our Vision

To see homes across our community become places of healing and peace where families feel supported, caregivers feel purposeful, and clients experience the comfort of knowing that unconditional love shows up in the care they receive. We aim to set a higher standard for non-medical home care: one grounded in our highest values, guided by clinical understanding, and lived out through genuine service.

Our Values

Mission & Purpose

We serve because we are called to serve. Our work is rooted in faith. We believe that caring for others is one of the most meaningful ways to serve. Every visit, every task, and every act of kindness is done with the intention to bring peace, comfort, and dignity to those in our care.

Integrity & Excellence

We keep our word. Families trust us with what matters most, and that trust is sacred. We hold ourselves accountable to the same standards we would expect for our own loved ones, doing what's right even when no one is watching.

Compassion & Respect

We see every client as a whole person, not a list of needs. Our caregivers approach each day with gentleness, patience, and understanding. Respect is not just a policy; it's the way we treat people.

Clinical Wisdom & Accountability

Families place a great deal of trust in us, and we take that responsibility seriously. Because Jane's Home Care is led by a Family Nurse Practitioner, our care comes from both knowledge and heart.

We stay within our non-medical role but hold ourselves to a higher standard of attentiveness and safety. Caregivers are supported, trained to notice changes, and communicate clearly. Our goal is that you never have to wonder if your loved one is safe.

Communication & Trust

We believe honest, consistent communication builds peace of mind. Families are encouraged to ask questions, share feedback, and take part in care decisions. We listen first and respond with transparency and respect.

Service from the Heart

We see caregiving as sacred work. We serve others because it's what we're made to do. Our hands provide help, but our hearts provide comfort, and that makes all the difference.

What We Provide

Jane's Home Care offers non-medical home care services to help clients remain comfortable, safe, and independent in their own homes. Our caregivers are trained, background-checked, and supervised to assist with daily needs while honoring each person's privacy and dignity.

Our services include:

• Personal Care Assistance: help with bathing, dressing, grooming, toileting, ambulation, transfers, and incontinence care.
• Companionship & Emotional Support: conversation, reading, activities, and prayer upon request to support emotional and spiritual well-being.
• Meal Preparation & Nutrition Support: planning and preparing meals according to dietary needs and preferences.
• Light Housekeeping: laundry, linens, and maintaining a clean, safe environment.
• Medication Reminders: prompting clients to take medications pre-dispensed by their physician (no medication administration).
• Transportation & Errands: accompaniment to appointments, worship services, and errands listed in the care plan.
• Respite Care: temporary relief for family caregivers.
• Safety & Supervision: assistance with mobility, fall prevention, and observation for changes in condition or behavior.
• Spiritual Care (Optional): prayer or faith-based support for clients and families who request it.

Every care plan is created with the client and family, reviewed regularly, and updated as needs change.

What We Do Not Provide

Jane's Home Care is a non-medical agency. Our caregivers do not perform tasks that require a nursing license or medical judgment.

The following activities are outside our scope of service:

• Wound care, injections, tube feeding, catheter insertion, or medication administration.
• Manual lifting without proper transfer equipment.
• Medical monitoring, diagnosis, or treatment.
• Caregivers do not handle client finances, sign legal documents on behalf of the client, or act as power of attorney.
• Services are for light housekeeping and activities of daily living and do not include things like deep cleaning, moving heavy furniture, or yard work.
• Any task prohibited by CDSS or ACHC regulations for Home Care Organizations.

When medical needs arise, we coordinate with family members, healthcare providers, or licensed home-health agencies to ensure continuity of care.

Scheduling and Hours of Service

Jane's Home Care provides flexible scheduling based on client needs and caregiver availability.

Care is offered in visits of no less than four (4) hours, or a flat fee per visit if less than four (4) hours, unless otherwise approved by the office. All scheduling, adjustments, and cancellations must be coordinated directly through the agency office, not through individual caregivers. This ensures consistency, accountability, and proper documentation for client safety and regulatory compliance.

Specific shift minimums, approved exceptions, and all service rates are detailed exclusively in your signed Service Agreement.

Emergency or after-hours needs can be communicated through our 24-hour phone line. A staff member is always on call for urgent scheduling issues.

Caregiver Assignments

Caregivers are matched with clients according to skills, personality, experience, and schedule compatibility. We understand that inviting someone into your home requires trust. If at any time a caregiver is not a good fit, families may request a reassignment. We will make every effort to accommodate these requests quickly and respectfully.

All caregivers are employees of Jane's Home Care, not independent contractors. They are screened, trained, bonded, and insured under our agency's policies. We maintain full responsibility for scheduling, payroll, and supervision.

Substitutions and Schedule Changes

When a regular caregiver is unavailable due to illness, vacation, or emergency, the agency will assign a qualified substitute caregiver. Families will be notified of any changes as soon as possible. Our goal is to ensure continuity of care and minimal disruption to your routine.

Clients are asked to provide at least 24 hours' notice for any schedule change or cancellation.

Cancellations made with less than 24 hours' notice may incur a minimum shift charge, as outlined in your Service Agreement.

Holiday and Overtime Rates

Care provided on recognized holidays or exceeding standard hours may be billed at a higher rate. These rates will be clearly listed in your Service Agreement before services begin.

Clients will be notified of any rate changes in writing with at least 15 days' notice.

Communication and Oversight

Communication is central to the quality of care we provide. Families are encouraged to contact the office directly for updates, schedule changes, or concerns. Caregivers are not permitted to adjust schedules, exchange personal contact information, or accept payment outside of the agency. This protects the safety, privacy, and consistency of your care.

Beginning of Services

Before services begin, a Service Start Authorization form is reviewed and signed by the client or responsible party.

This form confirms the agreed start date, schedule, and specific care plan details.

It also authorizes Jane's Home Care to assign trained caregivers to the case and begin services according to the client's preferences and needs.

Caregiver Orientation Process

Each caregiver assigned to your home receives a detailed orientation that includes:

• A review of your individualized care plan, daily routines, and preferences.
• Emergency contacts and household safety considerations.
• Boundaries for scope of service and communication expectations.
• Confidentiality and privacy reminders under HIPAA and CDSS regulations.
• Any additional instructions provided by the client or family regarding routines, equipment, or cultural and religious considerations.

Caregivers do not begin working independently until this orientation has been completed and documented by the agency.

Supervision and Follow-Up

Every caregiver works under the supervision of the Agency Administrator or Clinical Director (Family Nurse Practitioner).

Supervisory visits may be conducted in person or by phone to ensure quality, safety, and client satisfaction.

Feedback from clients and families is always welcomed and becomes part of our ongoing quality improvement.

Caregivers are expected to maintain communication with the office regarding:

• Client updates or changes in condition.
• Schedule adjustments or additional service needs.
• Any incidents, injuries, or concerns in the home.

All updates are recorded in the client's secure file and reviewed by the supervisory team.

Continuity and Substitution

If your regular caregiver is unavailable, Jane's Home Care will assign a qualified substitute caregiver who has been trained and oriented to your care plan.

We understand that consistency builds trust, and we make every effort to keep the same caregivers with each client whenever possible.

Faith, Presence, and Professionalism

We believe that when caregivers enter a client's home, they bring more than skill. They bring presence.

Our caregivers are chosen not only for their competence but for their compassion, reliability, and respect for the homes they serve in.

When invited, they may offer prayer or quiet encouragement as part of the comfort and companionship we strive to provide.

Our goal at the start of every service is to create peace of mind, knowing that your caregiver understands your needs, respects your space, and honors your family's values from the very first day.

At Jane's Home Care, we believe every person receiving care has the right to be treated with dignity, respect, and compassion.

We also believe that clear communication and mutual accountability create the safest and most supportive environment for both clients and caregivers.

Equal Opportunity and Non-Discrimination

Jane's Home Care LLC is committed to a policy of non-discrimination in the provision of home care services. We do not and will not discriminate against any client, potential client, or family member on the basis of sex, race, color, religion, ancestry, national origin, age, disability, medical condition, genetic information, marital status, sexual orientation, gender identity, citizenship, primary language, or immigration status, or any other characteristic protected by law, including the California Unruh Civil Rights Act (Civil Code section 51). Every client has the right to access our services without fear of discrimination.

The following rights and responsibilities reflect our agency's commitment to ethical, person-centered care and align with CDSS Home Care Services Bureau (HCSB) standards and ACHC accreditation requirements.

Client Rights

As a client of Jane's Home Care, you have the right to:

1. Respect & Dignity. Be treated with kindness, respect, and courtesy at all times, regardless of age, race, gender, faith, disability, or background.
2. Privacy & Confidentiality. Expect that your personal information, care records, and conversations will remain private and protected under HIPAA and the California Confidentiality of Medical Information Act (CMIA).
3. Participation in Care. Be involved in developing and updating your care plan. You have the right to request changes in your schedule or services at any time.
4. Freedom of Choice. Choose your care provider and participate in selecting or requesting a change of caregiver.
5. Safety & Quality. Receive care in a safe environment and expect that caregivers will be trained, supervised, and supported to provide competent, compassionate care.
6. Communication. Receive clear information about your care, rates, and policies in a language and manner you can understand.
7. Freedom from Abuse or Neglect. Live free from any form of physical, emotional, sexual, or financial abuse, neglect, or exploitation.
8. Voice & Complaint Process. We encourage families to first bring any issues or feedback directly to the Jane's Home Care office so that we may address and resolve them quickly and respectfully. If your concern is not resolved to your satisfaction, you may contact the California Department of Social Services, Home Care Services Bureau, at 1-877-424-5778.
9. Spiritual Support. Request prayer or spiritual encouragement consistent with your beliefs and comfort level.
10. Termination & Transition. End services at any time with notice, and receive assistance with transitions or referrals if needed.

Client Responsibilities

As a client or family representative, you agree to:

1. Provide Accurate Information. Share complete and truthful details about your care needs, medications, health conditions, and preferences.
2. Maintain a Safe Environment. Ensure the home environment is safe and free from hazards for both client and caregiver (including pets, smoking, and cluttered areas).
3. Cooperate with the Care Plan. Participate in care planning and follow mutually agreed-upon schedules, routines, and service guidelines.
4. Financial Responsibility. Pay all invoices promptly as outlined in your Service Agreement and notify the agency of any insurance or payment changes.
5. Respect for Caregivers. Treat caregivers with courtesy and respect. Clients and families agree not to request tasks that are outside the caregiver's authorized duties.
6. Communication. Report changes in condition, schedule, or household environment to the agency office promptly.
7. No Private Employment or Direct Hiring. Caregivers are employees of Jane's Home Care. Clients agree not to offer private employment, gifts of significant value, or compensation outside of agency policy.
8. Emergency Notification. Contact the agency immediately in case of accident, emergency, hospitalization, or change in health status.

Jane's Home Care is committed to honoring these rights and upholding them in every aspect of service. We ask that families join us in this shared commitment to safety, respect, and compassionate care.

At Jane's Home Care, we respect your privacy and handle all personal, medical, and financial information with the highest level of confidentiality.

We comply fully with the Health Insurance Portability and Accountability Act (HIPAA), the California Confidentiality of Medical Information Act (CMIA), and all standards set forth by the California Department of Social Services Home Care Services Bureau (HCSB).

Our goal is simple: to protect your trust. The information you share with us is used only for the purpose of providing safe, coordinated care.

How We Protect Your Information

• All client files and care notes are securely stored in encrypted, password-protected systems.
• Paper documents are kept in locked files accessible only to authorized personnel.
• Caregivers receive annual training on confidentiality, HIPAA compliance, and client privacy.
• Information shared in your home, over the phone, or through written correspondence is treated as confidential at all times.

How Your Information May Be Used or Shared

We may use or share your information only as necessary for:

• Coordinating care and scheduling services.
• Communicating with family members or designated representatives involved in your care.
• Billing and payment processing.
• Complying with state or federal laws, such as reporting abuse, neglect, or imminent risk of harm.
• Responding to audits or inspections conducted by the CDSS or ACHC.

Your information will never be sold, shared for marketing purposes, or released to anyone not directly involved in your care without your written authorization.

Your Rights Under HIPAA

As a client, you have the right to:

1. Access and review your personal file and care records.
2. Request corrections to any inaccurate information.
3. Receive a copy of this Privacy Policy and updates when changes occur.
4. Revoke consent for the release of information at any time, unless required by law.
5. File a complaint without retaliation if you believe your privacy rights have been violated.

How to Report a Privacy Concern

If you believe your privacy rights have been violated, please contact:

Jane's Home Care LLC
Phone: 559-296-2189
Email: info@janeshomecare.com

We will investigate and respond to all privacy complaints promptly and with confidentiality.

If you prefer, you may also contact the California Department of Social Services, Home Care Services Bureau, at 1-877-424-5778.

Our promise: we handle every client's story, record, and conversation with protection, respect, and discretion. Trust is the foundation of our care.

Purpose of Information Sharing

Jane's Home Care values your privacy and will never release personal information without your written permission, except as required by law.

The Release of Information (ROI) Form you sign during admission allows us to communicate with the individuals or organizations you authorize.

This sharing of information is done only to support your care, never for marketing, solicitation, or unrelated purposes.

How and When Information May Be Shared

With your consent, information may be shared with:

• Family members, legal representatives, or healthcare decision-makers involved in your care.
• Physicians, home health agencies, hospice providers, or rehabilitation facilities coordinating care.
• You directly, so you can submit your own claim for long-term care reimbursement.
• State or federal agencies conducting audits, inspections, or investigations as required by law.

Information shared is limited to what is necessary for care coordination and safety.

Client Rights and Control

You have full control over your information and may:

• Specify exactly who may receive information and what may be shared.
• Set time limits on how long the release is valid (typically one year).
• Revoke your authorization at any time by submitting a written request to the agency.
• Request a copy of any authorization you sign.

If you revoke consent, we will stop sharing information immediately unless required by law to disclose it.

Faith and Confidentiality

At Jane's Home Care, confidentiality is not only a legal requirement, it's a moral commitment.

We believe the stories and personal details families share with us are entrusted gifts, and we treat them with discretion and respect.

When families invite us into their homes, we honor that trust through quiet professionalism, honesty, and prayerful stewardship of all information.

Your information will only be shared for the good of your care and never beyond what is necessary.

Jane's Home Care maintains detailed records of all disclosures in compliance with HIPAA, CMIA, and CDSS audit standards.

Jane's Home Care takes every precaution to protect the health and safety of our clients, caregivers, and families. Emergencies can happen without warning, and our goal is to respond quickly, communicate clearly, and ensure that the client receives appropriate help and follow-up.

We train every caregiver to handle emergencies with calmness, competence, and compassion.

Emergency Preparedness Plan

Our agency maintains a written Emergency Preparedness and Response Plan in accordance with CDSS and ACHC requirements.

This plan includes procedures for:

• Medical emergencies (e.g., falls, injury, chest pain, loss of consciousness, severe bleeding).
• Environmental emergencies (e.g., fire, power outage, extreme weather, or earthquake).
• Agency-level emergencies (e.g., disasters affecting multiple clients or caregivers).

Caregivers receive orientation and ongoing training on how to identify emergencies, call for help, and report incidents promptly.

Steps Caregivers Follow in a Medical Emergency

1. Call 911 immediately if the client is unresponsive, injured, or in distress.
2. Provide basic first aid or comfort measures within the caregiver's scope of training.
3. Notify the client's emergency contacts and the agency office as soon as possible.
4. Stay with the client until emergency responders arrive and the situation is stable.
5. Document the event in the client record and submit an Incident/Change of Condition Form to the agency within 24 hours.

Caregivers are not permitted to transport clients in private vehicles during medical emergencies or to administer medications.

CPR Procedures (Non-DNR Clients)

If a client is not subject to a valid Do Not Resuscitate (DNR) or POLST and becomes unresponsive and not breathing:

• The CPR-certified caregiver will begin CPR if able to do so safely, and continue until emergency medical services (EMS) arrive, the caregiver is physically unable to continue, or EMS directs the caregiver to stop.
• Caregivers will never delay calling 911 in order to search for documentation.

DNR & End-of-Life Procedures

A DNR does not mean "do not call 911."

If a client has a DNR or POLST:

• The DNR or POLST must be physically present and valid to be honored by emergency responders.
• Caregivers do not interpret or enforce DNR or POLST orders.
• Caregivers do not pronounce death under any circumstances.

If a client appears to be actively declining or approaching end of life, the caregiver will:

• Remain with the client.
• Provide non-medical comfort measures only.
• Notify the agency immediately.
• Notify the responsible party or emergency contact.

If a client becomes unresponsive or stops breathing:

• Call 911 immediately.
• Inform emergency responders if a DNR or POLST is present.
• Do not perform CPR if a valid DNR or POLST is present.

Emergency responders are responsible for determining death and honoring DNR or POLST documentation.

Hospice Considerations

If a client is enrolled in hospice:

• Caregivers will still follow Jane's Home Care emergency procedures unless otherwise directed by the agency.
• Hospice enrollment does not change the caregiver's obligation to notify the agency and follow established protocols.
• Caregivers do not take direction directly from hospice unless coordinated through the agency.

Limitations of Care

Jane's Home Care caregivers provide non-medical services only. Caregivers may not:

• Administer medical treatment.
• Make medical decisions.
• Withhold emergency services.
• Declare or pronounce death.

Jane's Home Care is not responsible for outcomes related to medical emergencies, changes in condition, or events beyond its control.

Emergency Contacts and Medical Information

Upon admission, each client completes an Emergency, Physician Information & Emergency Procedures form.

These forms identify:

• Emergency contact persons.
• Primary care provider and preferred hospital.
• Allergies, code status (if applicable), and key medical conditions.
• Instructions for emergency personnel.

Families are asked to keep this information current. Any changes should be reported to the agency immediately.

Coordination of Care

With your consent, Jane's Home Care may communicate with your physician, home health agency, or other healthcare providers to coordinate care, share updates, or ensure that your care plan aligns with medical recommendations.

This communication happens only when authorized by your signed Release of Information (ROI) form.

Our goal is to keep every provider and family member on the same page to support your safety and well-being.

Faith-Based Reassurance During Crisis

We understand that emergencies can be frightening. Our caregivers are trained to remain calm and supportive, offering prayer or reassurance when requested by the client or family.

We believe that peace, preparedness, and presence can make all the difference in difficult moments.

Jane's Home Care maintains a strict policy for identifying, documenting, and responding to any incident or change that could affect a client's health, safety, or well-being.

We believe that transparency, timely reporting, and open communication are essential to protecting those we serve.

What Is Considered an Incident

An incident is any unexpected event that occurs during the course of care, including but not limited to:

• A fall, injury, or accident.
• A medical emergency (e.g., shortness of breath, loss of consciousness, chest pain).
• Property damage or safety hazard in the home.
• Allegations of abuse, neglect, or unsafe caregiver behavior.
• Any event that could pose risk to the client, caregiver, or household.

What Is a Change of Condition

A change of condition refers to any noticeable shift in the client's physical, cognitive, emotional, or behavioral state. Examples include:

• Increased confusion or withdrawal.
• Changes in appetite, mobility, or mood.
• New pain, swelling, or shortness of breath.
• Unexplained bruises, fatigue, or changes in sleep patterns.

Caregivers are trained to observe, document, and promptly report these changes.

Reporting Procedure

1. Immediate action. If an emergency occurs, the caregiver calls 911 first, then notifies the agency office and stays with the client until help arrives.
2. Notify the agency. All incidents or changes in condition must be reported to the agency within one (1) hour of occurrence or discovery.
3. Document the event. The caregiver completes a Change of Condition/Incident Report before the end of their shift, providing clear, factual details.
4. Administrative review. The Administrator or Clinical Director reviews the report, determines follow-up action, and contacts the client or family to discuss findings.
5. Follow-up and resolution. Depending on the situation, this may include a supervisory visit, care plan update, staff retraining, or referral to a healthcare professional.

Communication and Documentation

All reports are maintained in the client's secure file and included in the agency's Quality Assurance Review process.

Serious incidents or allegations are escalated immediately to the Administrator and, when required, to the California Department of Social Services (CDSS) or local authorities.

Integrity and Care in Our Response

We view every incident as an opportunity to respond with calm, honesty, and professionalism.

Our caregivers are encouraged to report promptly and act with integrity, knowing that doing the right thing protects both the client and the agency.

We understand that unexpected situations can be emotional, and we approach each one with empathy and clear communication.

Our focus is on safety, learning, and continuous improvement.

Financial Transparency

Jane's Home Care believes that trust begins with clarity. All service rates, billing terms, and payment policies are explained in advance and confirmed in writing in your Service Agreement and Insurance/Payment Authorization Form. The Service Agreement, once signed, represents the final, legally binding terms and conditions of care, including all rates, payment due dates, and cancellation policies. We do not add hidden fees or charges, and all costs are reviewed with clients and families before care begins.

Billing and Payment

Prepayment Required. Client agrees to prepay for scheduled services before services are rendered. Payments collected are applied to the upcoming service period and are earned as care is provided.

Billing Cycle. Payment will be collected every two weeks on Friday, or on the schedule agreed with the Client in advance. In some cases Jane's Home Care may agree in advance to bill after service is complete.

Coverage Periods. Each payment covers the upcoming two-week service period. If a different schedule has been agreed in advance, each payment covers the upcoming period under that schedule.

Invoices / Statements. Jane's Home Care may generate and send an invoice or billing statement for each billing period to the Client or Responsible Party on file for recordkeeping and payment verification.

Authorization to Charge

Payment Method on File. Client authorizes Jane's Home Care to charge the approved payment method on file for the scheduled services due for each billing period unless another arrangement is approved in writing by the Owner/Administrator. The Client may cancel this payment authorization at any time by giving written notice to Jane's Home Care at care@janeshomecare.com. Notice must be received at least three (3) business days before a scheduled charge in order for Jane's Home Care to stop that charge. Canceling this payment authorization does not cancel services, does not replace the notice required to end services under the Termination, Transition and Discharge Policy, and does not release the Client from amounts already owed.

Accepted Payment Methods. Accepted payment methods include ACH bank transfer, debit card, credit card, or check. ACH bank transfers and debit cards are accepted at no additional cost, unless Jane's Home Care requires a different form of payment due to payment history or administrative need.

Credit Card Processing Fee. A 3% credit card processing fee will be applied to payments made by credit card. This fee reflects third-party processing costs. If Jane's Home Care publicly advertises a price for services, pricing disclosures must remain compliant with California's current honest-pricing rules, which generally require advertised prices to include mandatory charges; a credit-card fee is generally not mandatory only when the client can avoid it by using another payment method.

Schedule Confirmation. Services for each billing period are considered confirmed once payment is successfully processed or otherwise approved by the Owner/Administrator.

Minimum Shift Requirement. All scheduled visits are subject to a minimum visit duration of 4 hours, or a flat fee per visit if less than 4 hours, unless otherwise approved in writing by Jane's Home Care.

Additions or Changes to Schedule. Any added hours, schedule extensions, or other service changes requested after a billing period has been charged may be billed immediately or added to the next billing cycle, at Jane's Home Care's discretion.

Holiday, Overtime, Nights. Holiday rates, overtime rates, and other special conditions may be billed at 1.5x the standard hourly rate. This will be discussed in the onboarding process and included in your service agreement.

Reductions in Scheduled Hours. If scheduled hours are reduced before services are rendered and proper notice is given, the unused prepaid amount will remain as an account credit unless a refund is approved.

Cancellations

Cancellation Notice Requirement. A minimum of 24 hours' written or verbal notice is required to cancel or modify scheduled services.

Late Cancellation / Short Notice. Schedule or service changes that affect billing must be coordinated through the agency office. Cancellations made with less than 24 hours' notice may incur a charge of 50% of scheduled hours as minimum shift charge because caregiver time has been reserved and staffing commitments have been made.

Hospitalization / Emergency Exception. Jane's Home Care may, in its sole discretion, waive all or part of a cancellation charge in cases of hospitalization, emergency, or other extenuating circumstances.

Credits, Refunds, and Past-Due Balances

Unused Prepaid Funds. Any verified unused prepaid balance for services not rendered will be retained as an account credit and applied to future services unless a refund is requested and approved by the Owner/Administrator.

Refunds and Service Credits. Refunds or service credits will be issued only when an overpayment is verified, services were prepaid but not rendered, or services were canceled with proper notice and a credit remains after reconciliation. All refunds and credits require approval by the Owner/Administrator.

Nonpayment / Declined Payment. If a scheduled prepayment is declined, rejected, reversed, or not received when due, Jane's Home Care may suspend or discontinue services until payment is received or another arrangement is approved in writing by the Owner/Administrator.

Past-Due Balances. Any balance that remains unpaid after reconciliation, including added hours, short-notice cancellation charges, returned payment fees, or other approved charges, is due within five (5) days of notice unless otherwise stated in writing.

Finance Charge on Unpaid Balances. Late balances more than fifteen (15) days past due may incur a finance charge of 1.5% per month on the unpaid amount, to the extent permitted by applicable law.

Service Suspension for Delinquency. Accounts more than five (5) days past due may result in suspension of services until payment is received in full or a payment plan is approved by the Owner/Administrator.

Returned Checks / Returned ACH. Returned checks or rejected ACH payments are subject to a $35 returned payment fee and may be required to be replaced by certified funds, ACH, or another approved payment method.

Chargebacks / Payment Reversals. Client remains responsible for payment for services actually rendered, even if a credit card dispute, chargeback, or bank reversal is initiated.

Billing Discrepancies. Any billing discrepancy or question must be submitted in writing within ten (10) days of the invoice date, statement date, or charge date, whichever applies.

Rate Changes. Jane's Home Care may adjust rates upon at least fifteen (15) days' advance written notice to the Client or Responsible Party.

Written Agreement Requirement. All services are provided under a written service agreement, which should clearly describe the services, rates, and responsibilities of the parties; California's home care framework is consumer-protection focused and regulated under the Home Care Services Consumer Protection Act.

Client-Submitted Insurance Claims (Self-Reimbursement)

Jane's Home Care LLC does not bill insurance companies, long-term care insurance, Medicare, Medi-Cal, or any third-party payer on behalf of the client. If the client wishes to seek reimbursement from their insurer, the client or responsible party is solely responsible for submitting claims, obtaining required documentation, and communicating with their insurance provider.

Upon request, Jane's Home Care will provide invoices, service descriptions, or documentation needed for the client to submit a claim. However, the Agency makes no guarantee of reimbursement and does not assume responsibility for claim submission, tracking, denials, or appeals.

Financial Integrity and Safety

Caregivers are not permitted to:

• Accept gifts of significant monetary value, tips, or loans.
• Accept payment directly from the client or family.

All payments must go through the Jane's Home Care office.

These boundaries are in place to protect clients, caregivers, and the agency alike.

At Jane's Home Care, we believe that concerns and feedback are opportunities to strengthen trust and improve the care we provide.

We encourage clients and families to share any questions, dissatisfaction, or complaints directly with our office so that we can resolve them quickly, respectfully, and with compassion.

Our goal is to ensure that every concern is addressed at the agency level first, whenever possible.

How to Report a Concern

Clients or their representatives may submit a complaint in any of the following ways:

• Verbally: by calling or speaking directly with an office staff member or administrator.
• In writing: by completing a Client Complaint/Grievance Form available from your caregiver or through the office.
• By email or mail: to the agency's official contact listed below.

All complaints are treated confidentially. You may also file anonymously if you prefer.

What Happens After a Complaint Is Filed

1. The complaint will be documented and reviewed by the Administrator or Clinical Director.
2. You will receive a follow-up acknowledgment within five (5) business days.
3. The agency will investigate, identify the cause, and take corrective action if necessary.
4. You will be informed in writing or by phone of the resolution or next steps.

If the concern requires additional time to resolve, you will be kept updated throughout the process.

If You Are Not Satisfied with the Resolution

If you feel your concern has not been addressed fairly or fully, you may contact the California Department of Social Services, Home Care Services Bureau (HCSB) directly:

1-877-424-5778
744 P Street, Sacramento, CA 95814
www.cdss.ca.gov

You have the right to contact CDSS at any time. Reporting a complaint will never result in retaliation, denial of service, or discrimination of any kind.

Respect and Integrity in Resolution

We believe resolving issues with honesty and humility honors both the client and the caregiver.

Our team approaches every complaint with prayerful discernment, fairness, and a genuine desire for understanding and improvement.

Families are encouraged to speak freely, knowing their voice will be heard, valued, and respected.

Every concern matters. Every voice is welcome. Our promise is to listen, respond, and learn.

Jane's Home Care is committed to maintaining care relationships that are respectful, transparent, and safe.

While we hope to serve each client for as long as needed, circumstances sometimes require services to end or transition to another provider.

Our goal is to make these transitions as smooth and supportive as possible.

Client-Initiated Termination

Clients or their authorized representatives have the right to end services at any time.

We request a minimum of seven (7) days' written notice when possible, so that billing, scheduling, and documentation can be properly finalized.

Unused prepaid hours, if applicable, will be reconciled according to the terms of the Service Agreement.

Clients are encouraged to share the reason for ending services so we can ensure a complete and safe transition.

Agency-Initiated Termination

Jane's Home Care reserves the right to discontinue or suspend services when continuing care is no longer safe, appropriate, or sustainable.

Examples include, but are not limited to:

• Unsafe or unsanitary conditions in the home that put clients or caregivers at risk.
• Physical, verbal, or emotional abuse toward caregivers or staff.
• Non-payment or repeated late payment for services.
• Care needs that exceed our non-medical scope of service, such as medical or skilled nursing requirements.
• Client refusal to comply with agreed-upon care plans or safety recommendations.

Whenever possible, advance notice will be given, and the agency will assist the client and family in finding alternative resources or providers.

Hospitalization, Facility Transfer, or Change in Care Needs

If a client is admitted to a hospital, skilled nursing facility, or hospice, services will be placed on temporary hold until the client is discharged and care needs are reassessed.

If ongoing care requires a higher level of support, Jane's Home Care will help coordinate a referral to an appropriate licensed provider.

In cases where the client chooses to transfer to another home care or home health agency, we will cooperate fully to ensure a smooth and timely transition.

Documentation and Final Review

A Discharge/Transition of Care Form will be completed at the end of services.

This form summarizes:

• The reason for discharge or transition.
• Date of service completion.
• Any follow-up recommendations or referrals.
• Confirmation that all property, keys, and agency materials have been returned.

All records will remain on file according to CDSS and ACHC record retention requirements.

Commitment to Compassionate Transitions

We understand that changes in care can be emotional for families.

Our staff approaches each transition with empathy, professionalism, and the same respect we give at the beginning of care.

Whenever possible, we provide resources, referrals, and reassurance to help clients and families feel supported every step of the way.

Whether services last a few days or many years, Jane's Home Care remains grateful for the trust placed in us and committed to serving with grace, dignity, and care.

At Jane's Home Care, quality is not an occasional review. It's part of our daily practice.

We maintain structured systems to monitor performance, verify compliance, and ensure that every client receives consistent, high-quality care in accordance with state and accreditation standards.

Purpose of Quality Assurance (QA)

Our Quality Assurance program exists to:

• Evaluate the effectiveness and safety of services provided.
• Ensure that caregiver practices meet agency policies and CDSS/ACHC requirements.
• Identify opportunities for training, improvement, and prevention of future issues.
• Confirm that all client documentation is accurate, timely, and complete.

We believe that strong oversight builds trust, for families, staff, and regulatory partners alike.

Ongoing Office Verification

Each client file and caregiver record is reviewed on a regular basis by the Administrator or Clinical Director.

Verification includes:

• Signed admission and consent forms.
• Updated care plans and service notes.
• Incident and change-of-condition reports.
• Training and competency documentation for assigned caregivers.
• Current background checks and TB clearances.

Any missing or outdated documents are corrected immediately and documented in the QA log.

Client Satisfaction & Feedback

We welcome client and family feedback through phone calls, surveys, and supervisory visits.

Feedback is used to measure:

• Caregiver professionalism and reliability.
• Communication and responsiveness.
• Overall satisfaction with services provided.

Concerns or complaints reported during reviews are documented, addressed, and followed through to resolution.

Supervisor Visits and Case Reviews

Supervisory visits are conducted periodically, either in person or virtually, to ensure that care plans remain accurate and appropriate.

These visits give clients and families the opportunity to provide input and confirm that services are meeting expectations.

Findings are recorded in the client's file and used to guide caregiver coaching or retraining when needed.

Staff Development and Accountability

Caregivers participate in:

• Initial orientation and annual in-service training.
• Ongoing coaching and performance reviews.
• Case-specific guidance from the Clinical Director as needed.

Performance concerns are addressed promptly, and follow-up documentation is maintained as part of our QA process.

Continuous Improvement

Jane's Home Care holds quarterly Quality Assurance meetings to review trends in:

• Client satisfaction and retention.
• Incident and grievance reports.
• Compliance documentation.
• Staff performance and training needs.

Action plans are created to address any issues identified.

These reviews ensure we are not just maintaining standards, we are raising them.

Ethics and Transparency

We approach quality assurance with honesty and humility.

When errors occur, we correct them promptly and openly.

Every audit, report, and review is an opportunity to strengthen the care we provide and to honor the trust families place in us.

Quality at Jane's Home Care means doing what's right: consistently, compassionately, and with full accountability.

This Client Handbook was provided to you by Jane's Home Care LLC.

It includes important information about our services, policies, rights and responsibilities, privacy practices, emergency procedures, and standards of care.

Please read this handbook carefully and keep it for your records. It is intended to help you understand what to expect from our agency and what we expect from you as part of our care partnership.

An Acknowledgment of Receipt Form will be provided separately for signature.

That signed form confirms that you have received and reviewed this handbook and understand the policies and procedures outlined within.

The signed acknowledgment will be kept on file as part of your client record, in accordance with CDSS and ACHC documentation requirements.

Thank you for choosing Jane's Home Care.

We are honored to serve you and your family with integrity, compassion, and respect.

Our promise is to care for you as we would our own loved ones.