A caregiver Q&A with Derrick Merchant
December 29th, 2010
Q: You’ve (co-)owned your home care agency for over eight years. What do you attribute your success in the home healthcare provider industry? We’ve been able to grow and nurture a wonderful network of caregivers. We have over 100 CNA’s on our roster right now.
Q: How did you grow your network of caregivers? Over time, word of mouth leads them to us. The ability to retain their services is key. We’re here at all times to address their questions and concerns. We also create accountability from them.
Q: Give an example of how you create accountability.
Before we assign a case, we have them call the client in order to establish a relationship. This helps them take responsibility right away for their assignment. We also communicate with them before the weekend and ask them things like ‘How’s your car working’ and ‘Do you have a babysitter lined up’?
Before we assign a case, we have them call the client in order to establish a relationship. This helps them take responsibility right away for their assignment. We also communicate with them before the weekend and ask them things like ‘How’s your car working’ and ‘Do you have a babysitter lined up’?
Q: What exactly is a CNA? What unique qualities do they have?
The job of a certified nursing assistant is challenging both physically and psychologically. A CNA helps with a variety of things depending on the situation-housekeeping, errands, companionship, lifting the client in and out of bed, preparing meals, personal hygiene.
The job of a certified nursing assistant is challenging both physically and psychologically. A CNA helps with a variety of things depending on the situation-housekeeping, errands, companionship, lifting the client in and out of bed, preparing meals, personal hygiene.
Q: Do you have an example of an ideal caregiver?
He or she is caring, genuine, down to earth, able to communicate and follow instructions.
He or she is caring, genuine, down to earth, able to communicate and follow instructions.
Q: How do you communicate with your clients and families?
It’s important to help the patient and family establish reasonable expectations from the onset. Many families believe their mother or father will get better soon, but that is rarely the case. Still, they need to have hope. Our job is to be empathetic and realistic. We, as a company, really have to care.
It’s important to help the patient and family establish reasonable expectations from the onset. Many families believe their mother or father will get better soon, but that is rarely the case. Still, they need to have hope. Our job is to be empathetic and realistic. We, as a company, really have to care.
Q: So, explain how these elements-family, patient, caregiver and management-come together.
Of course, the patient needs to feel in charge. The caregiver shouldn’t feel disposable. The family needs to trust that the patient is in good hands. And we, as a company, need to stay profitable in order to continue to offer our service.
Of course, the patient needs to feel in charge. The caregiver shouldn’t feel disposable. The family needs to trust that the patient is in good hands. And we, as a company, need to stay profitable in order to continue to offer our service.
Q: Do you have any advice for those thinking of getting into the home care industry?
When you get that call on Friday afternoon needing help for a new client on Sunday, you better enjoy the business. Providing good service is our number one priority. You have to have some sort of passion for humanity.
Derrick Merchant is co-owner of Alternative Home Care for Seniors (AHCS) in Snellville, GA. He has nearly two decades experience in the home care industry and caregiver management.
