Selling Your Services

Selling Your Services

PACE 

Service Offering Playbook

Selling Your Services

PACE organizations usually have a network of preferred providers they work with to offer certain services, including home care. The ability for a client to choose a specific home care agency while being covered by PACE can depend on several factors:

• Provider Network: If the desired home care agency is part of the PACE organization's network of contract providers, the client might be able to request services from that agency.
• Organizational Policy: Policies can vary by PACE organization. Some may allow participants more choice in selecting providers, while others might assign providers based on the participant's needs and the provider's availability.
• Availability of Services: The client's ability to choose a particular agency may also depend on whether that agency can provide the necessary services, when the services are needed, and whether the agency has capacity to take on new clients.

If a client is interested in receiving services from a particular home care agency, they should discuss this with their PACE team. The PACE team is responsible for coordinating all of the participant's care, and they would be the ones to facilitate services with a particular provider.

It's also worth noting that the goal of PACE is to provide high-quality care that meets the participant's needs and helps them remain independent. While the participant's preferences are considered in care decisions, the primary consideration is always the participant's health and well-being.

Converting the Inquiry Call

When working with PACE, you are essentially being subcontracted to provide care services for the clients, which means that PACE decides they want Qualicare to be used for a particular client.

What does this mean for you? There is no inquiry call; instead, you are conducting an introductory call with the Veteran’s family. In this call, you will:
• Introduce yourself
• Review the care plan (which is created by the VA)
• Discuss the timing of the services beginning
• Schedule a time to introduce the caregiver and conduct the first shift

Converting the Assessment

Because PACE directly assigns the client to your agency, you are not going into the home to do an in-home assessment. As you’ll learn in the next section, PACE completes the care plan and passes that on to you. While this may feel like a bit of a waiting game where you are forced to sit back and wait for emails, there are certain things you can do to increase the likelihood of getting clients from PACE.

Common Objections

There can be various objections or concerns that a senior may have regarding in-home care. Understand that these objections are completely normal and knowing how to respond to them is going to help you more successfully get these clients to agree to services. Some common objections include:
1. Loss of Independence: One of the main concerns seniors may have is the fear of losing their independence by having someone provide care in their home. They may be hesitant to rely on others for assistance with daily activities or feel that accepting help is a sign of weakness.
2. Privacy and Comfort: Seniors may be concerned about their privacy and the intrusion of having a caregiver in their home. They may feel uncomfortable having someone they don't know intimately in their personal space.
3. Trust and Reliability: Trust can be a significant factor for seniors when considering in- home care. They may have concerns about the reliability and competence of caregivers, especially if they have had negative experiences with healthcare providers in the past.
4. Cost and Affordability: Financial considerations can also be a barrier for seniors and/or their families. They may worry about the affordability of in-home care services, especially if they have limited financial resources or are not eligible for certain benefits.
5. Reluctance to Accept Help: Some seniors may have a strong sense of self-reliance and may be hesitant to accept help from others. They may prefer to handle their own care needs or rely on family members or close friends for support.
6. Perception of Stigma: Some seniors may perceive seeking assistance as a sign of weakness or view it negatively due to societal stigmas surrounding receiving care or mental health support.

Addressing these objections requires sensitive communication, education, and understanding. Here are some strategies to overcome objections:

● Empowerment and Choice: Emphasize that in-home care can actually enhance independence by providing support to continue living safely and comfortably at home. Highlight how personalized care plans can be tailored to the individual’s preferences and needs, allowing them to maintain control and decision-making.
● Trust Building: Provide information about the rigorous screening and training processes that caregivers undergo. Share testimonials and reviews from other seniors who have had positive experiences with in-home care.
● Privacy and Boundaries: Discuss how caregivers respect privacy and implement professional boundaries. Assure seniors that caregivers are there to provide assistance while respecting their space and autonomy.
● Financial Assistance: Provide information about the potential financial assistance available, such as PACE benefits or community resources that can help alleviate concerns about affordability.
● Education and Awareness: Educate seniors and their family members about the benefits of in-home care, including the convenience, specialized services, and potential improvements to their quality of life. Address any misconceptions or concerns they may have.
● Peer Support: Encourage seniors to connect with others who have received in-home care and share their positive experiences. Peer support and testimonials can help alleviate stigma and provide reassurance.

Ultimately, it's important to listen actively to the senior’s concerns and provide personalized information and solutions tailored to their specific objections. Open and honest communication, empathy, and patience are key to addressing objections and helping seniors understand the potential benefits of in-home care.

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