Veterans Affairs

Service Offering Playbook

Introduction

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Qualicare as a Learning Organization

A learning organization, a term coined from the work of Peter Senge, is a company tha facilitates the learning of its members and works to continuously transform itself. Learning organizations do not organically develop but are intentionally created in order to stay competitive in the business environment.

As you know, there are a number of competitors in the home care space and it is critical that Qualicare learns faster than our competitors and at speed with the industry. For any learning to take place, it requires a diffusion of knowledge and experiences from the network, and a subsequent systemization of that knowledge for others to implement.

This continuous inflow of new experiences and knowledge keeps Qualicare dynamic and prepared for change. It is also how we can ensure we are providing the Breadth of Service, Depth of Care that we promise to our stakeholders.

How to use this playbook?

This playbook has been created in collaboration with past and current Franchise Partners in the Qualicare network. Through interviews, deep dives and collaboration with Franchise Partners as well as research in the external market, this playbook was created to provide a framework for marketing, selling and delivering a specific service in your business.

In order to use this playbook most effectively, it is recommended that you review each component of the playbook before implementing. The playbook has been broken into four main categories:

1. Marketing – learn the best practices to effectively market this service in both direct and indirect marketing sources

2. Sales – learn how to sell this service to a prospective client at each stage of the sales process

3. Care Delivery – understand the best practices for preparing your caregivers to deliver a high-quality service to your clients

4. Data – identify key metrics to track to ensure you are receiving the best ROI for your business with this service offering

Note - It is important that every Qualicare location research their own local market as there may be geographical, economical, and market differences at the local level. This playbook provides you with the initial framework that you will be able to build upon in your business.

Home and health care is a fast-paced industry with changes happening on a regular basis. As applicable, with validated resources and a data-driven focus, updates will be made within this playbook. 

Qualicare Code of Conduct

The Qualicare Code of Conduct is a set of client-centric standards that are the foundation of the Qualicare Brand Experience. The Code describes the behaviors and actions that, when delivered consistently by our franchise partners, link the Qualicare brand promise to the building of our brand reputation. This Code anchors our mindset and interactions,-bringing our company to life-and giving practical meaning to the Qualicare brand.

Qualicare’s Code of Conduct

1. Be proud of our brand promise and deliver ‘Depth of Care’ – Our brand promise is an idea that lives beyond words. It is something we wear over our hearts and drives our commitment to our clients every day. We exceed expectations with every action and demonstrate a sincere concern for the people we care for.

2. Serve clients with daily acts of kindness, empathy and gratitude – Believe that everything we do in the act of providing care will make a difference in the lives of our clients. Understanding we can improve their lives with simple, respectful actions is the foundation for care that they seek and deserve.

3. Establish health and safety as obvious matters of priority – From day one, our clients should feel that they are in careful and thoughtful hands. Make sure that everything we do while providing care is informed by the latest professional safety information and protocols.

4. Make every interaction with clients an opportunity to create a brand difference – Our everyday actions while delivering care are the most powerful form of marketing we can invest in. From the way we say “hello” to how we leave a client’s home adds value and uniqueness that makes us stand apart from our competitors.

5. Practice immediacy in the moment – Our client’s well-being and time is a priority. Your undivided attention and sincere concern demonstrates a respect that will reinforce trust while providing care.

6. Commit to requiring clients to tell their story only once – Building trust starts with

listening and remembering what’s important to our clients’ well-being. People want to

know that they’ve been heard and that their concerns are always a priority.

7. Communicate with clients on their terms and in the way they want – Trust and understanding starts when we pay attention to how our clients feel when discussing their care needs. Create a relationship that is customer led and founded in listening.

8. Always be prepared to adjust to client needs – Every client is different. Approach each relationship with an open mind and commit to creating unique care ideas that are responsive and sensitive regardless of what we offer.

9. Remember and respect the difficult journey clients are on – Our clients live with issues that affect the quality of their lives every day. Every conversation should start with what they feel is important – only then can we deliver effective care.

10. Honor the completion of our work for clients – Providing care to our clients is both meaningful and rewarding. Letting them know what a privilege it was to help them build a foundation for the future reinforces the idea that they are more than just a client and we are more than just a company.

Throughout this playbook, you will find examples of how to utilize the Qualicare Code of Conduct within this service offering.

Veterans Affairs Canada

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Veterans Affairs Canada and Home Care

Working with the VAC as a second payer source is highly recommended for many reasons. As

payroll continues to rise, and subsequently client rates continue to rise, the private business

becomes more vulnerable. There is a lot of private business with so many elderly wanting to

age in place but fewer clients are able to afford 24/7 care and many people can afford less care

now with prices being higher.

Before beginning to include services for veterans as one of your revenue streams, it’s important to understand how the VAC (Veterans Affairs Canada) works with home care agencies. This will help you streamline your success with this service and ensure you go to the right sources for marketing and sales. Veterans' assistance for home care typically comes through a program called the Veterans Affairs Canada (VAC), which partners with Medavie Blue Cross. The VAC provides a range of services to eligible veterans to help them receive care in their homes rather than in a medical facility. Here's how the process generally works:

1. Eligibility: To qualify for VAC home care assistance, veterans must meet certain eligibility criteria, including having a service-connected disability, being low-income, or being in need of assistance with activities of daily living (ADLs) due to a medical condition.

2. Application: Once a veteran determines their eligibility, they need to complete an application for the Veterans Independence Program (VIP). The VIP provides annual tax- free funding for services and works in conjunction with federal, provincial and municipal programs to meet an individual’s needs.

3. Care Plan: Once approved, a veteran receiving funding from VIP can choose a home care company from a list of approved vendors. They receive an assessment from the vendor where a personalized care plan is created. The care plan outlines the specific services and support the veteran will receive, such as skilled nursing care, personal care assistance, respite care, or medical equipment.

4. Cost and Payment: The VAC provides a one-year arrangement for VIP benefits; however, this does not mean the benefits stop after one year. They continue for as long as the individual requires them.

1. Register with Medavie Blue Cross: Veterans Affairs Canada partners with Medavie Blue Cross to provide financial support to qualified Veterans who receive healthcare benefits and services through VAC’s healthcare programs. Registering is quick and easy and can be done using this link. (Note: even if you do not have a registered account, a Veteran client can still submit paid invoices to receive reimbursement for the cost of services).

2. Familiarize Yourself with VA Programs: Understand the various VAC programs available for home care providers. There are a number of community-based programs in each local region, which offers a range of services to eligible veterans. Research the specific requirements, guidelines, and regulations associated with getting involved with those programs.

3. Contact Local VA Offices: Reach out to your local VAC offices or services to express your interest in becoming a preferred home care provider. They will guide you through the necessary steps and provide information on the application process. Be prepared to provide details about your agency, such as its services, staff qualifications, and capacity to serve veterans.

● Skilled Nursing Care: Skilled nursing services are provided by registered nurses (RNs) or licensed practical nurses (LPNs) who can deliver medical care, administer medications, monitor vital signs, manage wounds, and provide other skilled nursing interventions. Depending on your agency’s licensing, you may not be able to provide these services for veterans.

● Personal Care Assistance: Personal care services help veterans with activities of daily living (ADLs) such as bathing, dressing, grooming, toileting, and mobility assistance. This can include assistance with transfers, ambulation, and using mobility aids.

● Homemaker and Chore Services: Homemaker services include assistance with light housekeeping, meal preparation, laundry, grocery shopping, and other household tasks. Chore services may involve heavier household chores such as cleaning, yard work, or home maintenance.

● Home Health Aide Services: Home health aides provide non-medical assistance and personal care to veterans. They can help with tasks like bathing, dressing, grooming, medication reminders, and general supervision.

● Respite Care: Respite care offers temporary relief to family caregivers by providing substitute care for the veteran. It allows caregivers to take a break from their caregiving responsibilities while ensuring that the veteran's needs are met.

● Medical Equipment and Supplies: The VIP may cover the cost of necessary medical equipment and supplies, such as wheelchairs, walkers, oxygen equipment, and other assistive devices required for home care.

● Home Modifications: In some cases, the VIP may provide funds for home modifications to improve accessibility and safety for veterans. This can include ramps, grab bars, stairlifts, or bathroom modifications.

● Rehabilitation Services: Rehabilitation services, including physical therapy, occupational therapy, and speech therapy, may be covered to help veterans regain or improve their functional abilities and independence.