Patient & Family FAQs

Through our extensive experience of working with medical professionals and organizations, our team has compiled a list of frequently asked questions and answers below to better serve you. If you have a question that is not within our list, please feel free to email us at or call us at 1855-83-HAVEN.

Are the caregivers directly employed by the home care agency?

Haven is a direct employer, thus caregivers are Haven employees. As such, they are covered by Haven’s workers compensation and liability insurance policies. In addition, Haven is responsible for all tax withholding and employer contributions for federal and state unemployment insurance. Haven also contracts with companies to provide therapy service. Each contracted employee is required to meet all hiring criteria set forth by Haven Homecare.

How does the home care agency select and train caregivers?

Haven requires caregivers to be Certified Home Health Aides (“CHHAs”), State Tested Nursing Assistants (“STNAs”) or possess a minimum of 1 year experience working as a private caregiver or within a nursing or healthcare facility as an aide. After a criminal background check, they are personally interviewed, reference checked, drug tested, oriented, and observed performing key caregiver tasks prior to being assigned to a home care client. Following initial hire, Haven caregivers are required to complete 12 hours of continuing education annually. Haven also requires all Registered Nurses and Licensed Practical Nurse to be licensed and to have graduated from an accredited nursing program.

Does the home care agency offer a free in-home consultation?

Haven offers a no obligation, free in-home consultation.

How does the caregiver know what to do when they arrive in the home?

After meeting with the client and family, a Haven nurse creates a caregiver plan of care. Our caregivers are expected to follow that service plan which is periodically reviewed and updated to ensure our clients’ needs are being met. Each caregiver has the plan of care reviewed with them by a care coordinator prior to being sent to the home.

How does the home care agency supervise their caregivers?

A Haven nurse regularly performs supervisory visits, when our caregiver is in the home, to evaluate performance. In addition, service notes are reviewed to ensure that our caregiver is following the pre-establish plan of care. Formal caregiver evaluations are performed after their first 90 days of employment and annually there after.

Are there a minimum number of hours that you must have for care to be provided?

No, Haven does not have a minimum hour requirement.

Can you reach an employee of the home care agency 24 hours a day, 7 days a week?

Yes, a Haven employee answers the phone 24 hours a day, 7 days a week. We believe this level of customer service is essential to providing outstanding care and service to our clients. In addition, a nurse is available to answer calls 24 hours a day, 7 days a week.

What’s the difference between non-skilled home care and skilled home health care?

Non-skilled home health care provides homemaking and personal care services, like preparing meals, cleaning, and helping with bathing or dressing.

Skilled home health care provides medical treatment for an illness or injury, with the goal of helping you recover and regain your independence. Skilled home health care can also teach you to live with a chronic condition, like heart disease, COPD, or diabetes. Additionally, skilled home health care can include some personal care services, like help bathing and dressing, as part of the plan of care ordered by your doctor.

Who is eligible for skilled home health care?

There are several requirements for receiving skilled home health care:

You must have a doctor prescribe home health care.

You must need either skilled nursing care or therapy services (i.e., physical/occupational/speech therapy)

You must be restricted in your ability to leave home (“homebound”), and your homebound status must be certified by a physician if your primary insurance is Medicare. – Medicare Requirement

More detailed information about eligibility is available in The Center for Medicare and Medicard Services guide, “Medicare and Home Health Care (PDF).”

Who is eligible for unskilled home care?

Eligibility for unskilled home care varies depending on payor sources. To determine eligibility, please contact us a 330-305-6699.

Can Haven service my area?

We can serve clients within Stark, Summit, Portage and Mahoning counties

What does “homebound status” mean?

Generally speaking, you would be considered homebound if you have a condition due to an illness or injury that restricts your ability to leave home without the aid of an assistive device (such as crutches, canes, walkers or wheelchairs), without the assistance of another person, or if leaving the home is medically inadvisable.

You can leave the home as often as you need for medical treatment that cannot be provided in the home. Further, you are allowed brief and infrequent absences from the home for some non-medical reasons, such as an occasional trip to the barber/beauty shop, to attend church, or for unique family events (like a graduation).

We’ve created a simple homebound status checklist to help assess whether or not you qualify as homebound. You can take this checklist to your doctor to help determine if you’re eligible for home health services.

Who pays for home health care services?

If you meet certain eligibility requirements, Medicare may pay for your covered home health care.

Additionally, your state’s Medicaid program or your private insurance may also cover home health care, or some services that Medicare doesn’t cover. We will check with your state Medicaid program or insurance company to learn about their specific eligibility requirements.

What qualifies as a “home” when home health care is being considered?

A patient’s residence is wherever he/she makes their home. This may be his/her house, an apartment, a relative’s home, a home for the aged, or some other type of institution. However, a hospital, skilled nursing facility (SNF) or intermediate care facility (ICF) is not considered the patient’s home.

How can I request a copy of my medical records?

We take the privacy of your medical records very seriously. To request a copy of your medical records, please complete the appropriate form below:

Medical Records Request (Individual) – to request a copy of your records for yourself

Medical Records Request (Release to Others) – to request a copy of your records be sent to someone else, like an insurance company

Return your completed form to Haven, one of three ways: 

Fax: 330-305-6856

Mail: Haven Home Care, 11366 Cleveland Ave, Suite B, Uniontown, OH, 44685

Please be aware that a copy fee may be charged as set by state law, and that you would be informed of these charges prior to shipping.

Please contact our medical records customer service team at 330-305-6699 with any questions, including how to complete this form.

What can I expect on the first home health care visit?

On the first visit, a nurse or therapist will conduct an initial evaluation. At Haven, this thorough interview and evaluation is part of our coordinated approach to managing your overall health status. Our evaluation focuses on educating you in self-care management and partners with your doctor to promote disease prevention and proactive care – which includes the family or caregivers.

This team approach facilitates an easier transition for you from a hospital or nursing facility to your home, and actively engages you and your caregivers in your health care.

Will Haven create a care plan just for me or my loved one?

Yes. After your doctor refers you to Haven, a Haven clinician will come to your home to assess your needs. We will communicate with your doctor to discuss the assessment and work together to develop your personal plan of care. Haven staff will implement your physician-ordered plan of care and keep your doctor updated about your progress. If your condition or needs change, we’ll collaborate with your doctor to review your plan of care and make any adjustments deemed necessary.

How often will my home health care visits be?

The frequency of home health care visits and the services provided are based on your doctor’s orders in your personal plan of care. Your doctor may change your plan of care, increasing or decreasing the number of visits or services provided, in order to provide you with the best home health care for your needs.

My doctor is ordering home health care for me; can I request Haven by name?

Absolutely!  We’d be honored to care for you or your loved one. Federal law gives patients the freedom to choose their health care provider under Medicare.