Haims: Constructive suggestions make us better
Recently, my office manager, Dawn, received a thank-you letter from a client’s daughter that reminded us why constructive feedback matters. Alongside generous compliments about our care was a thoughtful suggestion and insight that will help us refine how we serve families. Two of her statements especially touched us: that we “notice the small things before they become big things” and that we “protect my parent’s independence, voice and dignity.” We are deeply grateful for both her kind words and her willingness to help us grow. (Thank you, Mrs. “M.”)
For nearly two decades, it has been my privilege to walk alongside older adults and their families as they choose to age in the place they call home. In that time, I’ve learned that exceptional care isn’t just about completing tasks; it’s about easing fears and ensuring that a person’s dignity is preserved and valued.
Family members want to know that their loved ones are safe, that falls are prevented, medications are managed properly, and that subtle changes in physical or cognitive abilities are noticed and addressed promptly. Equally important, they need assurance that early warning signs such as mobility challenges or spousal caregiver fatigue are recognized before they escalate into emergencies or hospitalizations.
They want their parents to be seen as more than just a diagnosis or another scheduled patient. They want their loved ones to be recognized as whole people with a history, feelings, fears, preferences and stories that matter. They want consistency, familiar faces and a steady presence. Above all, they want peace of mind and the ability to trust that someone capable and deeply committed is paying attention.
One of the constructive suggestions in the letter was that we should clearly inform prospective clients early on that we are a contracted provider of Veteran benefits. In this case, the daughter didn’t realize that we offered this service until several months into the care process. She mentioned that she only learned about it during a follow-up conversation with us.
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To get in-home care services from the VA, veterans must be enrolled in VA health care, have a clinical need for care, and request an assessment from their VA primary care team or a social worker. Services, such as Homemaker and Home Health Aide Care, are authorized based on need, and a VA social worker will help determine the appropriate support.
Since Veteran benefits can play a key role in supporting families to maintain care at home, we want to make sure the process is clear. Here’s a brief overview of how the process works for obtaining in-home care services through the VA:
Process for obtaining VA in-home care
- Confirm eligibility and enrollment: Ensure you are enrolled in VA health care.
- Request an assessment: Contact your VA primary care provider or a social worker to request an evaluation for home care services, such as homemaker or home health aide.
- Clinical assessment: A VA doctor or social worker will assess your need for help with daily living activities (e.g., bathing, dressing, meal preparation) to determine the level of care required.
- Approval and referral: If approved, the VA will coordinate services, which may be provided by a VA staff member or a contracted community agency.
- Consider additional benefits: If you require aid with daily living but do not meet specific clinical criteria for VA-provided in-home care, you may apply for VA Aid and Attendance or Housebound benefits to help pay for private care.
Such feedback helps us grow and refine the services we offer. It reminds us to keep the needs of our clients and their families at the forefront of what we do. We will continue to listen, adapt and improve, because every constructive suggestion is an opportunity to do better and serve those who rely on us.
If you are reading this in the newspaper and not online, there are hyperlinks provided that may be helpful. Please see this article in the Vail Daily online.
Judson Haims is the owner of Visiting Angels Home Care in Eagle County. He is an advocate for our elderly and is available to answer questions. Connect with him at jhaims@visitingangels.com.
