Dear Client,
Thank you for choosing Silver Home Care. This handbook contains everything you need to know about our services, your rights, and how we work together.
What You'll Find Here:
How to Use This Handbook:
Please keep this handbook handy for reference. If you have any questions, call us at 800-719-6912.
Sincerely,
Kelly Schmunk
Administrator
Your complete guide to understanding our services, your rights, and what to expect from Silver Home Care. We are dedicated to providing compassionate, person-centered care that respects your independence and dignity.
You have the right to receive quality care, be treated with respect, and participate in decisions about your care.
We encourage you to share your feedback, preferences, and concerns so we can better serve you.
Office Address
680 Lincoln Hwy
Fairless Hills, PA 19030
Main Office (24-hour line)
800-719-6912
Website
www.silverhomecare.com
Prepared by: Kelly Schmunk,
Administrator
Last Updated: 7/1/2025
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This Client Handbook has been provided to you electronically. You can access it online at any time and download a PDF copy for your records.
Save a copy for your records
Request a printed handbook
Need help? Contact us at 800-719-6912 or [email protected] if you need assistance accessing this handbook or would like a printed copy mailed to you.
🚨 For emergencies, always call 911 first!
💜 Questions? We're here to help!
Silver Home Care
680 Lincoln Hwy
Fairless Hills, PA 19030
We make every effort to answer calls as they come in. If we're unavailable, your call will be returned as quickly as possible — typically the same day, and always by the end of the next business day. Urgent care-related needs can arise at any time, and a supervisor is on call 24 hours a day to respond.
For emergencies, always call 911 first. Then notify the office if the emergency affects your care or schedule.
| Day | Office Hours |
|---|---|
| Monday | 9:00 AM – 5:00 PM |
| Tuesday | 9:00 AM – 5:00 PM |
| Wednesday | 9:00 AM – 5:00 PM |
| Thursday | 9:00 AM – 5:00 PM |
| Friday | 9:00 AM – 5:00 PM |
| Saturday | Closed |
| Sunday | Closed |
Note: Clients receiving care outside these hours still have 24/7 access to support via our on-call line at 800-719-6912.
We offer a range of non-medical home care services, including:
For more details, see Section 8: Description of Services.
We operate in full compliance with:
We are committed to ethical practices, transparency, and legal compliance. You may request to view our license or regulatory policies at any time.
At Silver Home Care, we improve lives one visit at a time by embracing the values of independence, choice, and Person-centered care. Our philosophy centers on the belief that every individual has the right to shape their own care experience — and that our role is to support that autonomy.
We provide dependable, non-medical home care services tailored to each client's needs and preferences. This means listening, adapting, and building relationships rooted in respect.
We believe every individual has the right to:
Our services are not one-size-fits-all. They are built around:
We believe the most powerful care is the kind that helps you feel known, respected, and supported — on your terms.
At Silver Home Care, we are committed to providing care that respects your dignity, privacy, independence, and individual needs. This section outlines your rights as a client, your responsibilities in the care relationship, and what you can expect from our agency. Understanding these guidelines helps ensure a safe, respectful, and cooperative environment.
At Silver Home Care, we are committed to ensuring that every client fully understands their rights, care plan, financial responsibilities, and service agreement — regardless of communication barriers. We believe that clear, respectful communication is the foundation of person-centered care.
If English is not your primary language, we will provide:
If you are Deaf, hard of hearing, or non-verbal, we offer:
🙋 We are committed to honoring your preferred method of communication. If you require a specific support tool or service, please let us know — and we will provide it.
At Silver Home Care, we understand that navigating the financial side of home care can feel overwhelming. Whether you're paying privately or exploring assistance programs, our team is here to guide you — with clarity, transparency, and respect for your individual situation.
If you choose to pay out-of-pocket, private pay offers maximum flexibility in selecting services and scheduling. We will work with you to develop a plan that reflects your personal needs, goals, and preferences.
Many long-term care insurance policies cover non-medical home care services, including personal care and companionship. If you have a policy:
If you or your spouse is a veteran, you may qualify for assistance programs that pay for home care. These programs can help cover:
We are happy to assist with the application process or provide supporting documents.
If you meet Medicaid eligibility requirements, you may qualify for home care under Pennsylvania's Community Health Choices (CHC) waiver. This program allows eligible individuals to receive care at home instead of entering a facility. We are contracted with all three CHC Managed Care Organizations:
We can help you determine eligibility, connect with a Service Coordinator, and enroll in the program if appropriate.
Some clients choose to explore home equity as a way to fund care. This may include:
These tools can help free up funds while allowing you to stay in your home. We recommend consulting a financial advisor to determine if this is a good fit for your long-term goals.
For complex financial planning, we strongly recommend consulting an elder law attorney. They can help with:
Even a brief consultation can provide clarity and help prevent costly mistakes.
The Eldercare Financial Assistance Locator is a free tool that helps families identify programs that may help cover care costs. It includes over 400 resources from federal, state, and local agencies, as well as private and nonprofit programs.
Visit: www.payingforseniorcare.com/longtermcare/resources/locator_tool.html
🙋 We're Here to Help
Whether you're paying privately, relying on insurance, or exploring state-funded programs, Silver Home Care is here to support you. We will work with you to find solutions that meet your needs — with honesty, compassion, and respect.
At Silver Home Care, we are committed to transparent, flexible, and client-friendly billing practices. Our goal is to make payment easy to understand and stress-free — whether you're paying privately, using long-term care insurance, or receiving covered services through a third-party program.
Please let us know which method you prefer. We can set up recurring payments or assist you with digital options if needed.
If you're experiencing financial hardship or anticipate difficulty making a payment, contact us right away. We will work with you to explore solutions before a disruption in service occurs.
If your services are paid for by Community HealthChoices (CHC) or another program:
Please Note:
Medicaid fraud — including false documentation, unauthorized care hours, or financial arrangements between client and caregiver — is a serious offense. (See Section 16 for full policy.)
Questions About Your Bill?
We want you to feel confident and informed. If you have any questions about your charges, payments, or balances, please contact us directly. We're happy to review your account, explain any charges, and make adjustments if necessary.
Silver Home Care provides a full range of non-medical home care services designed to support your independence, enhance your well-being, and make daily life easier and safer. Our services are personalized to meet your specific needs and delivered with respect, kindness, and professionalism.
Companionship services help reduce loneliness, promote emotional well-being, and provide meaningful social interaction. Services may include:
Companionship is especially valuable for individuals who live alone or are isolated from friends and family.
Personal care services support clients with essential daily tasks while maintaining dignity and independence. This includes assistance with:
Caregivers are trained to provide hands-on assistance while respecting your preferences and privacy.
These services support independent living by helping with tasks that go beyond basic care. Services may include:
These supports can be vital for clients who want to remain in their homes with confidence and control.
Our caregivers provide reminders only — they do not administer medication.
We will:
Note: All medications must be pre-filled in a pill organizer by a family member, nurse, or pharmacist. Caregivers may not fill pillboxes or handle loose medication.
For family caregivers who need time off, respite care provides peace of mind by ensuring your loved one is cared for in their absence. This can be short-term or ongoing, and includes:
Respite care helps families avoid burnout while ensuring continuity of care.
All services are defined and authorized in your care plan, which is developed collaboratively before care begins and updated regularly. (See next section.)
At Silver Home Care, we believe that each client is the author of their own story — and our role is to support that story with dignity, consistency, and personalized care.
Before your in-person assessment, we complete a brief phone call to gather basic information about your current situation, support needs, medical concerns, and scheduling preferences.
A member of our care team will meet with you to complete a comprehensive assessment covering medical conditions, medications, allergies, mobility, cognitive considerations, home environment, and emergency contacts.
We create a written care plan outlining tasks, type and level of assistance needed, schedule, precautions, goals, and supervisory oversight. We review the plan with you to ensure accuracy — nothing is finalized without your approval.
Care plans are living documents. We review and update them regularly — especially when there is a hospitalization, change in condition, or when you request a change.
Please have the following information available:
At Silver Home Care, our Direct Care Workers (DCWs) are the heart of what we do. We are committed to selecting compassionate, reliable individuals — and giving them the tools, training, and supervision they need to provide safe, respectful, person-centered care.
We do not believe that a good caregiver is defined by a resume. We look for people with the right temperament, not just the right experience — people who are kind, accountable, and invested in making a difference.
All applicants go through a rigorous hiring process, including:
We also verify work authorization and collect tax documentation. Candidates may be hired provisionally while background checks are pending, but continued employment is contingent on clean results.
🔎 Undisclosed criminal records result in immediate dismissal. Disclosed records are evaluated through an individualized risk assessment, in line with current Pennsylvania law. We follow OLTL guidance, which prohibits blanket bans based solely on past convictions.
Note: If you suspect that a caregiver is impaired or unwell while on shift, notify the agency immediately.
Before beginning care, all Direct Care Workers must:
Within the first 90 days of employment, all DCWs complete comprehensive training on essential topics, including:
Ongoing training, supervision, and annual performance reviews ensure that our staff remains compliant, prepared, and accountable.
Our goal is to match each client with caregivers who reflect Silver Home Care's core values — kindness, respect, accountability, inclusivity, and professionalism. If you ever feel that a caregiver is not the right fit, we welcome your feedback and will do our best to make adjustments.
At Silver Home Care, your safety and dignity come first. You have the absolute right to be free from abuse, neglect, exploitation, intimidation, and restraints — and we take that responsibility seriously.
All employees, contractors, and volunteers are mandated reporters, meaning they are legally required to report any known or suspected abuse, neglect, or exploitation of a client. In certain situations, reports may be made without your prior knowledge to ensure your safety.
You are protected from the following:
Any action that causes harm — physically, emotionally, or sexually. This includes:
Failure to provide necessary care. This can include:
When a person is unable to care for their own basic needs due to illness, disability, or cognitive decline. This may include:
This is not the same as making independent choices — it's about identifying when someone cannot care for themselves safely and needs additional support.
Taking advantage of someone — often financially. This includes:
Any behavior meant to frighten, pressure, or silence someone — including verbal abuse, threats, or manipulation.
Use of physical restraints or medications to control someone's behavior is strictly prohibited unless ordered by a physician and part of a licensed medical treatment plan. This does not apply to Silver Home Care, as we do not provide medical care.
If you feel unsafe, uncomfortable, or believe your rights are being violated in any of these ways:
You may also contact the Area Agency on Aging Ombudsman or the PA Department of Health (see Section 13 for full list). We will support you and take all concerns seriously. You will not face retaliation for speaking up.
At Silver Home Care, we take your safety seriously — not just as a policy, but as a core responsibility. We've developed procedures and training to make sure we're prepared for emergencies, attentive to risks, and proactive about prevention.
All DCWs receive training in emergency response, first aid, fall prevention, CPR, infection control, and client-specific safety needs.
We maintain an agency-wide emergency preparedness plan including response procedures for natural disasters, power outages, and extreme weather.
Personal Emergency Kit Recommendations:
At Silver Home Care, your experience matters — and so does your voice. If you ever feel concerned, uncomfortable, or dissatisfied with any part of your care, we encourage you to speak up. You have the right to express complaints without fear of retaliation, and we are committed to resolving concerns promptly and respectfully.
You can file a complaint in any of the following ways:
We welcome complaints submitted by clients, family members, caregivers, or advocates.
Our team will look into the matter thoroughly and confidentially.
We will follow up with you to explain what actions will be taken and to clarify any next steps.
We'll make every effort to correct the problem, address your concerns, and improve your care experience.
If you feel that your complaint was not resolved — or if you prefer to report your concern to an outside authority — you may contact:
PA Department of Health – Complaint Hotline
1-800-254-5164
Home Care Licensure Office
717-783-1379 or 1-800-222-0989
Adult Protective Services (APS)
1-800-243-3767
(For reports of abuse, neglect, exploitation, or self-neglect)
Bucks County Department of Aging
267-880-5716
Montgomery County Department of Aging
610-278-3601
Philadelphia Corporation for Aging
215-765-9000
The Ombudsman is a neutral third party who helps advocate for your rights.
717-783-8975
We want to know when things go wrong so we can make them right — and make our care better for everyone. Your feedback helps us grow.
At Silver Home Care, we respect your right to protect your home and feel secure. Some clients choose to install video or audio surveillance equipment for peace of mind. We support the responsible use of such systems, provided that the privacy and dignity of caregivers are also protected.
This section outlines our expectations around in-home monitoring to ensure a safe, respectful environment for both clients and staff.
The choice to use video surveillance in your home is yours to make. You are not required to notify Silver Home Care or your Direct Care Worker (DCW) about the presence or location of surveillance equipment.
However, we ask that you use these systems responsibly and ethically.
To protect the dignity of caregivers, surveillance must not be placed in:
Recordings must never be posted online or shared on social media, even with identifying information blurred or removed.
Our caregivers are trained to conduct themselves with professionalism and integrity at all times — whether or not surveillance is present. Surveillance should never be a substitute for open communication or supervisory feedback.
If you have a concern about a caregiver, please contact the office directly.
We are committed to safety, trust, and mutual respect. These guidelines are designed to uphold those values for everyone involved.
Clear communication and thoughtful scheduling are essential to consistent, high-quality care. This section outlines how to request schedule changes, what to expect when things shift, and how to maintain respectful boundaries between clients and caregivers.
We understand that building a personal connection with your caregiver is a natural and valuable part of the care relationship. However, to protect everyone's time and privacy:
Caregivers are instructed to redirect all off-hours communication to the agency. This ensures that your needs are addressed promptly and that staff boundaries are respected.
For all scheduling needs — including caregiver preferences, cancellations, or temporary changes — contact:
Patti Carvahlo, Staffing/Scheduling Manager
If your caregiver is unavailable or running late:
We know how disruptive missed shifts can be and we'll always do our best to minimize interruptions.
Please inform us as soon as possible if any of the following occur:
You may also contact the office if you believe your care plan needs to be updated or if you're experiencing changes in ability, safety, or preferences.
As part of our regulatory obligations, we will conduct:
Quarterly Phone Check-ins
To review your care, confirm satisfaction, and address concerns
Six-Month In-Home Visits
To update your care plan and ensure services remain appropriate
Your participation helps us provide care that reflects your current needs.
To ensure a safe and smooth return home:
This process helps us resume services safely, with the right supports in place.
At Silver Home Care, we are committed to protecting both our clients and staff from financial harm, misunderstandings, or inappropriate situations. That means setting clear boundaries and educating clients and caregivers alike about what is — and is not — permitted when it comes to financial matters.
We also take our responsibility as a Medicaid provider seriously. Any participation in Medicaid fraud, even unintentionally, can lead to serious consequences for everyone involved.
Direct Care Workers (DCWs) may only assist with financial tasks that are clearly written in the care plan. If a task is not listed, it is not permitted.
These boundaries exist to protect both you and the caregiver — and to prevent conflicts of interest, theft, or even false allegations.
As a client, you agree to:
If you need help managing finances, we can refer you to community resources, elder law attorneys, or social service programs.
If you are receiving services under Community HealthChoices (CHC) or another Medicaid-funded program, you are responsible for honestly participating in the documentation of your care.
Examples of Medicaid fraud include:
Even if you don't directly benefit, participating in or ignoring these actions makes you legally responsible.
The Medicaid system exists to serve those who need it. Misuse of these funds puts the entire program at risk — and can result in:
We're here to provide honest, ethical care — and that only works when everyone involved commits to the same standard.
Clear communication and thoughtful scheduling are essential to consistent, high-quality care. This section outlines how to request schedule changes, what to expect when things shift, and how to maintain respectful boundaries between clients and caregivers.
We understand that building a personal connection with your caregiver is a natural and valuable part of the care relationship. However, to protect everyone's time and privacy:
Caregivers are instructed to redirect all off-hours communication to the agency. This ensures that your needs are addressed promptly and that staff boundaries are respected.
For all scheduling needs — including caregiver preferences, cancellations, or temporary changes — contact:
Patti Carvahlo, Staffing/Scheduling Manager
If your caregiver is unavailable or running late:
We know how disruptive missed shifts can be and we'll always do our best to minimize interruptions.
Please inform us as soon as possible if any of the following occur:
You may also contact the office if you believe your care plan needs to be updated or if you're experiencing changes in ability, safety, or preferences.
As part of our regulatory obligations, we will conduct:
Quarterly Phone Check-ins
Review your care, confirm satisfaction, and address concerns
Six-Month In-Home Visits
Update your care plan and ensure services remain appropriate
Your participation helps us provide care that reflects your current needs.
To ensure a safe and smooth return home:
This process helps us resume services safely, with the right supports in place.
At Silver Home Care, we are committed to protecting both our clients and
staff from financial harm, misunderstandings, or inappropriate
situations. That means setting clear boundaries and educating clients
and caregivers alike about what is — and is not — permitted when it
comes to financial matters.
We also take our responsibility as a Medicaid provider seriously. Any
participation in Medicaid fraud, even unintentionally, can lead to
serious consequences for everyone involved.
Direct Care Workers (DCWs) may only assist with financial tasks that are clearly written in the care plan. If a task is not listed, it is not permitted.
These boundaries exist to protect both you and the caregiver — and to prevent conflicts of interest, theft, or even false allegations.
As a client, you agree to:
If you need help managing finances, we can refer you to community resources, elder law attorneys, or social service programs.
If you are receiving services under Community HealthChoices (CHC) or another Medicaid-funded program, you are responsible for honestly participating in the documentation of your care.
Even if you don't directly benefit, participating in or ignoring these actions makes you legally responsible.
The Medicaid system exists to serve those who need it. Misuse of these funds puts the entire program at risk — and can result in:
We're here to provide honest, ethical care — and that only works when everyone involved commits to the same standard.
Planning ahead helps ensure that your health care choices are respected — even if you're unable to speak for yourself.
Specifies the types of medical treatment you do or do not want if you become seriously ill or unconscious.
Appoints someone you trust to make medical decisions on your behalf if you are unable to do so.
At Silver Home Care, we are committed to providing reliable, respectful, and person-centered care. However, there may be circumstances in which services are ended.
Silver Home Care is committed to maintaining the safety and well-being of every client. We will promptly notify your authorized contact person in the event of a serious health event, injury, or environmental concern.
We will notify your representative by phone as soon as possible, based on urgency. If we are unable to reach them, we will leave a message and continue to attempt contact. A written incident report will be completed internally.
At Silver Home Care, your privacy is one of our highest priorities. We are committed to protecting your personal, health, and financial information.
Silver Home Care is a mandated reporter under Pennsylvania law. If we observe or suspect abuse, neglect, self-neglect, or financial exploitation, we are legally required to file a report with Adult Protective Services — even without your consent.
Adult Protective Services Hotline: 1-800-243-3767
We are honored to be part of your care journey. Our commitment is to provide compassionate, person-centered support that honors your independence and dignity.
© 2025 Silver Home Care. All rights reserved.
Last Updated: July 1, 2025