Care Delivery

Care Delivery

Veterans Affairs

Service Offering Playbook

Care Delivery

Once you have signed a client on for care, it is important that you understand how to now deliver high quality care to that client. There are a number of factors to take into consideration when it comes to care delivery including have a detailed care plan, training caregivers effectively, and receiving payment for services provided. In this section, we will go into detail on these topics to help you understand how to provide high quality care to veterans.

Care Planning

Care plans are created out of the in-home assessment after you’ve had the opportunity to speak with the client and/or family members and see the status of their home environment. Building a care plan for a veteran client involves considering a range of factors to ensure their unique needs are met.

At Qualicare, each and every care plan is personalized to the client’s needs to ensure the brand experience is of the highest quality and that clients are taken care of – not only will this ensure clients get the care needed but it will also help with receiving word of mouth recommendations from clients and/or family members who are impressed with the services you provide.

Effective Care Plans
In order to design an effective care plan for a client, it’s important to incorporate the following elements. These are included in the care plan documents that can be found on QCentral.
o Physical Health - Consider the client’s overall physical health and any chronic conditions that may impact the care plan. This includes mobility issues, dietary needs, and medication schedules.
o Mental and Emotional Health - Assess the client’s emotional state and any mental health conditions that need managing. Depression and anxiety are common in veteran clients.
o Activities of Daily Living (ADLs) - Identify the client’s ability to carry out daily living activities (like bathing, dressing, and eating), and determine where assistance is needed.
o Behavioral Symptoms - Determine if the client experiences behavioral symptoms like agitation, aggression, wandering, or sleep disturbances. Strategies should be put in place to manage these behaviors and ensure safety.
o Communication Skills - Assess the client’s current communication abilities. Tailor interaction techniques accordingly and plan for potential future communication difficulties.
o Social Interaction - Socialization is important for cognitive health. Incorporate opportunities for social interaction into the care plan, whether with family, friends, or community groups.
o Home Environment - The client’s living environment should be safe. This might involve modifications to reduce fall risks, secure dangerous items, or accommodate mobility aids.
o Cognitive Stimulation and Activities - Engage the client in activities they enjoy, which can help maintain cognitive function. This could include music, art, puzzles, or gardening. o Caregiver Support - Caregivers also need support. If family members are involved in care, ensure they have the necessary resources and respite to prevent caregiver burnout.
o End-of-Life Care - If the client is in the later stages of a physical or mental ailment, consider end-of-life care preferences. Discuss these plans with the client (if they're capable of making such decisions) and their family. Be aware that those in the later stages of dementia may not be able to make these decisions but could be present for a discussion with other family members.

The care plan should be flexible, as the needs of a client are likely to change over time. Regular assessments should be performed to ensure the care plan remains appropriate and effective. Training your caregivers to notice any changes that may need to be made to the care plan is also a helpful way of determining if a new assessment must be completed as a client’s situation progresses.

Training Staff

Having a detailed and effective care plan is going to ensure your staff are clear on what a client needs in order to be effectively cared for during their time at the home. As a business owner, you want to ensure that your caregivers are also trained in providing high quality care for your clients. Being able to adequately explain how your caregivers are trained is going to help the client and family members feel comfortable with having caregivers come into the home to provide care.

There are a number of resources you can look at and use when it comes to training caregivers. As an example, training platforms such as Relias have multiple courses that caregivers can complete in order to be well-versed in any type of care that a veteran may require. Here are some areas of specialized training that can be valuable for caregivers:

● Military Culture and Veteran-Specific Needs - Caregivers should receive education and training about military culture, the unique experiences and challenges faced by veterans, and the potential impact of service-related conditions such as post-traumatic stress disorder (PTSD), traumatic brain injury (TBI), or physical disabilities. This training can help caregivers better understand and empathize with the veterans they are caring for.
● Trauma-Informed Care: Veterans may have experienced traumatic events during their military service, which can influence their behavior, emotions, and overall well-being. Training in trauma-informed care equips caregivers with strategies to create a safe and supportive environment, minimize triggers, and respond compassionately to trauma- related symptoms.
● Mental Health Support: Many veterans may struggle with mental health issues such as depression, anxiety, or PTSD. Caregivers can benefit from training in recognizing signs and symptoms of mental health conditions, providing emotional support, and implementing strategies to promote psychological well-being.
● Physical Disabilities and Assistive Devices: Veterans may have physical disabilities or injuries that require specialized care. Caregivers should receive training in assisting with mobility, transfers, and the use of assistive devices such as wheelchairs, walkers, or prosthetics. This training helps ensure safe and effective assistance while promoting the veteran's independence.
● Medication Management: Veterans often have complex medication regimens. Caregivers should be trained in medication management, including proper administration, dosage tracking, potential side effects, and communication with healthcare providers. Understanding medication interactions and adherence is crucial for promoting veterans' health and well-being.
● Communication and Active Listening: Effective communication is vital in providing quality care to veterans. Caregivers should be trained in active listening techniques, understanding non-verbal cues, and adapting communication styles to meet the unique needs of each veteran. This training helps establish rapport, build trust, and enhance the caregiver-veteran relationship.
● End-of-Life and Palliative Care: Veterans nearing the end of life may require specialized care and support. Training in end-of-life care, pain management, grief counseling, and the emotional needs of veterans and their families can help caregivers provide compassionate and dignified care during this sensitive time.

Caregiver training programs are available through various sources, including community organizations, healthcare providers, and online training platforms. Additionally, Veterans Affairs Canada offers resources and training programs specifically designed for caregivers of veterans.

The specific training requirements may vary depending on the province, agency, or program. Caregivers should inquire with their employer or relevant organizations to ensure they receive comprehensive and ongoing training to meet the specific needs of veterans they are caring for. Have open communication with your caregivers on what they feel they may need support or training in as it relates to caring for veterans so they feel they have the tools and resources necessary to provide high quality care.


Beginning Services

Starting in-home care services for a new client requires careful planning and sensitivity to the client's needs. It is a transition for a client to have someone coming into their home and this can create nervousness, anxiety, and fear for the client and their family. Having a strong process in place to alleviate these feelings will provide a stronger brand experience for everyone involved. Here are some of the best practices related to beginning service for a new client:

1. Involve the Family - Work closely with the family or other close support persons to gather detailed information about the client's lifestyle, preferences, routines, and medical history.
2. Gradual Introduction – If needed, start with short visits to allow the client to become comfortable with the caregiver. Gradually increase the duration of care as the client becomes more accustomed to the caregiver's presence.
3. Consistent Caregivers - Try to maintain consistency with caregivers, as changing caregivers often can be confusing and stressful for individuals
4. Clear Communication - Ensure clear communication about the roles and responsibilities of caregivers. Make sure the client and their family understand what to expect.
5. Reference the Care Plan – The care plan has been developed to be focused on the client’s needs. Ensure the care plan is being referenced regularly to address a client’s medical needs, personal preferences, daily routines, cognitive challenges, and social and emotional needs.
6. Establish a Routine – Having someone come into the home can create stress and clients often do well with a predictable routine. Establish a daily schedule for meals, medication, activities, and rest.
7. Prepare for Changes - Care plans must be flexible and adapt to changing needs over time. Regularly assess the client's condition and adjust the care plan as necessary.
8. Address Emotional Needs - The transition to in-home care can be emotionally challenging for both the client and their family. Provide emotional support and reassurance throughout the process.
9. Be Patient – Caring for any client can be very challenging. Be patient with the challenges that come up and coach your caregivers to have patience. This can help both the client and the family members to remain calm during a very emotionally trying time.

Putting focus on the steps above helps to provide a client and their family members with a brand experience that exemplifies the 360 Approach. Not only are you and your caregivers ensuring high quality care is being delivered for the client but you are also focused on ensuring the family receives what they need for their peace of mind.

Invoicing Services

As Veteran Affairs Canada’s claims administrator, Medavie Blue Cross is responsible for:
• Registering new service providers
• Maintaining Veteran Affairs Canada’s list of service providers
•Processing claims for payment to service providers
Registering as a VAC service provider with Medavie Blue Cross means you can receive direct reimbursement for services performed for qualified Veterans

As an approved provider, you are responsible for verifying your clients’ eligibility and obtaining an authorization before providing the service or benefit. If available, you may be able to submit a pre-authorized request for a VAC client online through ePay or you can contact the VAC Medical Authorization Centre directly.

Using Medavie Blue Cross ePay, you can submit claims electronically and receive your payment directly into your bank account. The portal allows you to submit claims electronically, submit a pre-authorization request for a VAC client, confirm client eligibility by submitting a pre- determination, view claims history and view your payment summaries. More information can be found at https://www.veterans.gc.ca/eng/health-support/information-for-healthcare- service-providers

If you are not yet an approved provider, a qualified veteran can pay you for their service and then they can submit the original paid invoices/receipts for reimbursement.


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