For Families & Caregivers
A clear, simple guide to how care works at HosPall, from your first call to the day-to-day support your loved one receives at home.
Choosing home care is one of the most caring decisions a family can make, and one of the most personal. This guide walks you through what to expect when you partner with HosPall: how we get to know the person receiving care, the ways care can be funded, and how we keep you informed every step of the way.
For most people, home is where they feel safest, most independent, and most like themselves. Home care makes it possible to stay there longer, with the right support in place.
Every care plan is guided by our nursing team, with 24/7 access to a Registered Nurse when you need one.
Care is focused entirely on one person, for the full length of every visit
Support is built around what your loved one can still do, helping them stay as independent as possible.
Professional, supervised care lets you step back into the role of daughter, son, or spouse, not full-time caregiver.
We keep the same caregivers in place whenever possible
Your loved one remains in familiar surroundings, surrounded by their own routines, belongings, and memories.
Our Intake Process
From your very first conversation, an experienced Registered Nurse is involved. We take the time to understand the whole person, their health, their home, their preferences, and your family’s hopes, before any care begins. There is never a rush, and never an obligation.
Reach out by phone or our website and tell us a little about your situation. There’s no cost and no obligation, just a chance for us to listen and answer your questions.
Families often ask, “How do we pay for this?” There are several ways families fund care, some may combine more than one. Here are the most common ways HosPall care is funded. Our team is glad to help you understand which option, or mix of options, fits your situation.
Private Pay. The most flexible option. You arrange and pay for the hours and services you choose, with no eligibility requirements or waiting lists. Care can start quickly and scale up or down as needs change.
Publicly Funded. Ontario Health atHome is the province’s publicly funded home care service. Their team assesses your loved one’s needs and assigns the care they’re eligible to receive, at no cost to you. HosPall is not part of that assessment or assignment process.
Self-Directed. Family-Managed Home Care is a secondary program, also offered through Ontario Health atHome, for families who want more control over their care. With FMHC, the funding flows through Ontario Health atHome directly to the family, who can then contract directly with HosPall, or the service provider of their choice, and decide how and when care is delivered. To take part, your loved one must first be assessed by Ontario Health atHome and meet the program’s eligibility requirements. If FMHC is the right fit, we’re glad to be your chosen provider and to help you understand how the program works.
Insurance. Some extended health and group benefit plans cover nursing and personal support services delivered at home. HosPall is a listed provider with GreenShield, so eligible clients can use their benefits toward the care they receive from us, and we can help coordinate the claims process. Coverage amounts, eligible services, and annual maximums vary by plan, so we always recommend reviewing your benefits booklet or contacting your insurer. Our team is happy to help you understand what your plan may include.
Veterans. The Veterans Independence Program (VIP), offered by Veterans Affairs Canada, provides tax-free annual funding to help eligible Veterans, and, in some cases, their survivors and primary caregivers, remain independent at home. Funding can go toward services such as personal care and professional health and support services. HosPall is an approved VIP vendor, which means eligible Veterans can receive our services through the program. We’re honoured to support those who have served, and we’ll help you navigate how your VIP benefits apply. To learn about VIP eligibility: contact Veterans Affairs Canada at 1-866-522-2122.
Tax Credits. Home care costs may qualify as eligible medical expenses with the Canada Revenue Agency. To make tax time easier, HosPall provides detailed annual statements that families can use when applying for disability or medical expense tax credits from the CRA. Not sure where to start? You don’t have to figure this out alone. Tell us about your situation and we’ll walk you through the options, including how to combine public funding, insurance, or VIP benefits with private hours to build the care your loved one needs.
If you decide to move forward, we send a service agreement for your review. Schedules, start date, and caregiver matching are finalized once it’s signed.
Before care starts, your Nurse Manager visits in person to set everything up properly. During this visit they will:
Your caregiver starts on the agreed schedule, supervised by your Nurse Manager and backed by our clinical team. Your Nurse Manager visits in person every week and is available 24/7 whenever you need them.
Care plans are reviewed and updated every month, and adjusted any time health, routines, or family circumstances change.
Our experienced RNs come to you, in your home, in hospital, or in a care facility. Your nurse sits down with you and your family to get a full picture of your needs and goals, and to answer your detailed questions.
Together, you’ll design a care plan, talk openly about costing, and take as much time as you need, there is no pressure and no hurry.
Good care depends on good communication. We make sure families always know who to call, what’s happening, and how their loved one is doing.
Family members will have access to our Family Portal here they can view scheduled shifts, care notes, care summaries, and care plans online, so you can stay connected to your loved one’s care wherever you are.
Notes from each shift are reviewed by a Registered Nurse and posted daily, giving you a clear, current picture of how things are going.
Day or night, there is always a nurse available for urgent clinical questions or concerns.
We review and update the care plan every month, and any time circumstances change, and you’re always part of that conversation.
Bringing someone new into your loved one’s home is a big step. Here’s what working with HosPall feels like.
Your Nurse Manager personally introduces your caregiver and checks the fit and connection, so the first day feels reassuring rather than unexpected.
Before care begins, your Nurse Manager completes a home safety assessment, sets up your in-home care chart and family portal access, and brings brand-new equipment to monitor vital signs.
Caregivers are backed by our nursing team, with weekly in-person Nurse Manager visits and a Registered Nurse on call around the clock.
