Frequently Asked Questions

Before you choose a Home Care Agency in White Plains/Westchester NY, be sure you ask the right questions.


Background & Experience

How long have you been in business?

Neighbors Home Care Services has been in business since 1983.

Do you conduct background checks on your employees?

Neighbors conducts thorough criminal and abuse background checks on all of our staff members through the NYS Department of Health’s Criminal History Record Check system. In addition, we have a vigorous screening process for all aides which includes: a personal interview, written tests, skills checks and references from previous employers.


Certifications

Are you licensed by the State?

Neighbors Home Care Services is a Licensed Home Care Services Agency (LHCSA), meeting NY State’s requirements for home care agencies.

Are your aides certified/licensed?

All Neighbors aides are licensed Personal Care Aides (PCAs) or Home Health Aides (HHAs). Neighbors operates its own PCA/HHA Training Program to ensure that the quality of the training received by our aides meets our very high standards. All of our aides receive ongoing training throughout the year to make sure their skills are always up to date.

Are your aides insured?

No, however Neighbors Home Care Services is insured.


Services & Offerings

Are aides available on nights? weekends? holidays?

Neighbors aides are available any time you need them for as long as you need them.

Do you provide the services I need?

Neighbors provides a wide range of services—anything from help with simple daily tasks and personal care to more complex medical monitoring. Our aides are not certified to provide post-surgery or wound care. Our specially trained and certified staff can help with:

  • Activities of daily living
  • Shopping
  • Simple errands
  • Meal Planning
  • Preparation of nutritious meals
  • Accompanying individuals to doctor’s appointments
  • Companionship
  • Personal care
  • Bathing, dressing and feeding
  • Health related tasks
  • Alzheimer’s and dementia care, cancer care, Parkinson ’s Disease care, Stroke care, etc.

We are also licensed to provide nursing services and have Registered Nurses (RNs) and Licensed Practitioner Nurses (LPNs) available to assist you with more complex clinical tasks at home as prescribed by your physician.

Are there different stages of home care?

Yes, the typical individual progresses through three stages of care requirements:
1. Individuals normally first need a homemaker/companion to assist them with simple tasks such as meal planning, grocery shopping, errands, light housekeeping, escort to appointments and/or to provide companionship.
2. Later, individuals may need limited physical assistance such as help with dressing, feeding, bath set up and/or ambulatory assistance.
3. Finally, as they age, individuals may become more dependent and require assistance with activities such as bathing, meal preparation, increased medical care and/or medical monitoring.

Not all individuals will require the complete range of services described above, nor will they necessarily require them in the order listed.

Do you provide services at locations such as hospitals, nursing homes and assisted living facilities?

Yes, Neighbors often partners with staff at other facilities to provide additional services to ensure that your loved one receives the attention and care that they need. Additional care can involve something as simple as companionship or help with rehabilitative services.

Is there a minimum amount of care?

The minimum amount of care you can get is 4 hours a day/2 days a week.
The maximum amount of care is 24 hours a day/7 days a week.

Can I add more services later?

With Neighbors, you can add services at any time even if your increased need is only temporary.

Will a substitute be sent if the regular aide is ill or cannot work for another reason?

If your regular aide is unavailable for any reason, Neighbors will provide a qualified substitute.

Is there a written plan of care for each patient?

At Neighbors, we create a personalized plan of care for each patient after a thorough assessment of the patient’s needs and the family’s wishes.

A registered nurse will be involved in developing the plan after consultation with the patient’s doctor and family members. Each plan will be carefully reviewed with the family and patient before it is implemented. The plan will be adjusted periodically as the patient’s needs change.


Customer Service

Can I change my aide if I am not satisfied?

Yes, we handpick each aide to specifically match the personality and needs of each individual and family. If we get it wrong and you are not happy, please let us know and we will send another aide immediately.

Who do I call if I have a complaint?

You can call our office (914) 949-3112 day or night.

Is there 24 hour on call coverage?

Yes, there is a Manager on call who can be reached in case of an emergency.

Who do I contact in case of emergency?

If you are experiencing a medical emergency please dial 9-1-1. Otherwise, you can call: (914) 949-3112 for assistance 24/7.


Billing

What are your rates? Hourly? Daily? Live-in?

Rates vary depending on the services and the number of service hours provided. Please call to discuss your specific needs.

How will I be billed?

At Neighbors, your services will be billed every two weeks or you can arrange to pay by automatic debit to your credit card. If you have Long Term Care Insurance, we will assist you with this billing process as well.

Am I required to pay a security deposit?

Yes, all patients pay a security deposit equivalent to the cost of one week of service prior to the start of care. All security deposits must be made via debit or credit card.

What types of payments are accepted?

We accept payment via all major credit cards, debit cards, check and money order. We also accept many long-term and short-term insurance plans, Medicaid and EISEP.

We encourage all of our clients to set up an automatic debit to their credit card accounts to remove the burden of making bi-weekly payments.

How often are payments due?

Payment for services rendered are due 15 days from the invoice date. Neighbors has a five day grace period.

Is there a late fee for paying late?

Yes, payments received more than 20 days after the payment due date will be assessed a 1.5% late fee every 15 days thereafter.

Are any services covered by Medicaid or Medicare?

Many of Neighbors’ services are covered by Medicaid. Neighbors Home Care Services is not certified to bill Medicare but we do subcontract our services to Certified Home Health Agencies that can bill Medicare.