Quality and safety at Help Now Healthcare
Quality is not a statement on a website, it is a set of things that either happen before a caregiver reaches your door or do not. This page sets out what we hold ourselves to, so clients, families, healthcare partners and our own staff can hold us to it.
Our quality principles
We are committed to:
- Delivering safe, respectful and person-centred care
- Promoting dignity, independence and client choice
- Supporting evidence-informed clinical practice
- Maintaining high ethical and professional standards
- Continuously evaluating and improving the quality of our services
- Complying with applicable legislation, professional standards and regulatory requirements
Client and patient safety
The safety of our clients is the highest priority. We take a proactive approach to identifying, managing and reducing risk.
Comprehensive assessment
Every client is assessed by a regulated health professional before care starts, and reassessed as needs change.
Individual care planning
A written plan for each client, with the tasks, the risks and the escalation route set out.
Incident and near-miss reporting
Staff report incidents and near-misses. Near-misses matter as much as incidents, because they are the warning.
Risk identification
Falls, medication, skin integrity, home hazards and worker safety are identified and mitigated, not just noted.
Ongoing monitoring
Supervisory visits, check-ins and client feedback tell us whether the plan is working in practice.
Emergency preparedness
Staff know what to do when something goes wrong out of hours, and our line is answered 24/7.
Staff competency
Care is only as safe as the person delivering it. Before a first shift, every worker has a police vulnerable sector check, verified credentials where the role is regulated, checked references, and current immunization records. Training continues after hire, including AODA, WHMIS, worker health and safety awareness, and workplace violence and harassment.
Infection prevention and control
We follow routine practices and additional precautions appropriate to the setting: hand hygiene, personal protective equipment, safe handling of equipment and linens, and staying away from work when unwell. Practices are reviewed against current public health guidance.
Privacy and confidentiality
Client health information is collected, used and disclosed only as needed to provide care, and is handled in line with Canadian privacy law. Staff are trained on confidentiality and are accountable for it.
Continuous improvement
We review incidents, complaints, feedback and monitoring results, and use them to change how we work. Compliments are welcome; complaints are more useful.
Tell us when something is wrong. If care did not meet the standard on this page, we want to hear it directly rather than read it later. Call 1-888-507-6236, email info@helpnowhealthcare.com, or leave feedback here.
Our standards, in writing
Everything above is published, not implied. These are the documents behind it.
Client Bill of Rights
What every person receiving care from us is entitled to expect, in writing — dignity, privacy, choice, and how to raise a concern.
Corporate standards and service commitment
The standards we hold ourselves to as an organization, and what we commit to on every placement and every visit.
Safety is our number one priority
How we keep clients and caregivers safe — screening, infection prevention, PPE and Public Health Ontario guidance, in every home.
Working together
Quality is a shared job. Clients and families know things we cannot see, and our healthcare partners hold us to their own standards. We would rather be told early.