FAQ
Operations
o How long has the agency been in business?
LiveWell Assisted Living has been in business since 2010. We initially launched as an operator of memory care focused residential care homes and in 2015 created our home care agency to address the evolving consumers needs in the region.
o Is the agency licensed or accredited?
Yes, we are licensed and accredited by the state of North Carolina.
o Are the employees bonded and insured?
Yes.
o Does the agency offer a visit from a registered nurse prior to start of service?
If required.
o What kind of quality control checks are made by supervisory personnel and how frequently are they made?
After an initial intake, follow up is coordinated on a weekly basis and more frequently if needed. Every 90 days, a Registered Nurse conducts an in person evaluation and our Executive Director (who is available 24/7) communicates with clients on a monthly basis.
o What happens if an aide doesn’t show up?
A proven call out system and a digital tracking process lets us know when a previously schedule aide needs to be replaced. Subsequently, one of our care team coordinators (who are available 24/7) will let you know that the previously scheduled aide is not available and who the replacement aide will be.
o Are there a minimum number of hours or days per week required by the agency?
Depending on the engagement, we generally require 4 minimum service hours.
o Is there 24-hour care in case of an emergency?
We do provide 24 hour care and will make every effort to staff any emergency event as soon as possible.
o What kind of criminal background checks are performed for prospective employees?
We conduct a thorough national background check and we also utilize through the North Carolina national healthcare registry.
o Are references checked?
Yes.
o Does the agency provide employee job descriptions?
Yes, we provide all LiveWell Care Team members with job descriptions.
o Are personnel files updated annually?
They are always current and audited on a quarterly basis.
o What kind of experience/certification do the aides have before they are hired?
It depends on the level of care that is required by our clients, and we follow state guidelines. We look at all our client relationships as care partnerships and make sure staff are prepared to provide the level of care your loved one requires.
o What type of training does the company provide to employees? Does training cover Alzheimer's and dementia care?
Yes, we have annual training for Alzheimer’s and Dementia Care, Infection Control and other trainings that relate to each individual client's plan of care.
o Is there a care plan in writing for each client?
Yes.
o Will the same person be providing care on a regular basis?
Yes, this is always our goal as we understand the stability this provides our clients and families.
o Is a list of agency references available to check the level of client satisfaction?
A list could be provided upon request.
o Can I interview the employee? Is there a fee for this?
We would provide an initial meet and greet with your loved ones LiveWell Care Partner and that would be the opportunity for you to interview them. In the event you are not satisfied with the initial care team member suggested, we will endeavor to provide an alternate care team member. There is no fee for this.
o Does the aide have reliable transportation?
Yes.
o If specialized medical care is needed, are employees licensed to perform?
Yes, we have licensed personnel that can perform services under those licensures, and we would determine that based on an assessment by our Registered Nurse.
Costs
o What is the cost of the service?
Subject to the total care hours needed, the cost ranges from the low $20's per hour to $30 per hour.
o What is the billing procedure?
We bill you directly, and you pay a week in advance.
o Do you pay the agency or the aide directly?
You pay us directly.
o Does the agency bill Medicare or other insurance directly for covered services?
At this point we only bill for long term care insurance.