What we hold ourselves to

Every HCA working through our service is registered with the BC Care Aide & Community Health Worker Registry. Registration confirms that the caregiver has completed an accredited training programme and has not been subject to disciplinary action. We verify registration before any staff member begins work.

Any Licensed Practical Nurse working with our clients is registered in good standing with the BC College of Nurses and Midwives, the regulatory body for all nurses in the province. We verify registration before they begin work.

Every person we send into a client's home — HCA or LPN — has completed a vulnerable-sector RCMP background check. This is a more thorough check than a standard criminal record search; it screens specifically for offences relevant to working with vulnerable populations.

All caregiving staff hold current First Aid and CPR certification. We track expiry dates and require renewal before they lapse. Staff whose certification has expired are not scheduled for client work until it is renewed.

We carry both general liability insurance and professional liability (errors and omissions) insurance. General liability covers incidents like accidental property damage. Professional liability covers claims arising from the care itself — for example, if a mistake by one of our caregivers caused harm.

All staff are covered under WorkSafeBC. This means that if a caregiver is injured while working in your home, the claim is handled through the provincial workers' compensation system rather than exposing the client or their family to liability — a risk that families hiring private home support are often not aware of.

Every client receives a written support plan developed in conversation with the client, their family, and our team. The plan specifies what support will be provided, how, and by whom. It is reviewed regularly and updated as circumstances change. A written plan ensures consistency when different team members attend the same client and gives you a clear reference for what was agreed.

On request, our on-staff Licensed Practical Nurse can prepare a clinical care plan as an addendum to the support plan. The clinical plan documents medical needs, interventions, and expected outcomes, and is managed and reviewed by the LPN.

We maintain a formal process for feedback, complaints and incident reporting. If something goes wrong — or if you are unhappy with any aspect of the service — there is a defined procedure for raising it, having it investigated, and receiving a written response. See How to raise a concern below for the details.