Care Outside the Home
Name one reason you might escort a client outside the home.
Medical appointments, pick up prescriptions, grocery shop (only if in Care Plan).
What is a Care Plan?
Communication from Homebridge to the HCP explaining the tasks an HCP can perform for their client.
What should you do when you first meet a client as a substitute?
Introduce yourself, explain you’re filling in, acknowledge the change.
How should you handle a delay when you have another client?
-Notify Service Support immediately – let them know the reason for delay and how late you expect to be.
-Call/text CS to report the situation and ask for guidance on next steps if needed.
Support your current client
-Stay calm and transparent
Your client feels dizzy during an errand — what’s the first thing you do?
Help them sit and check if they’re okay. Call MCToD if further guidance is needed.
Name 3 items on your outing checklist
-Client medical ID
-List of client conditions or medications
-Cell phone
-Water
-Clipper card
-Client cash/card for payment (co-pays, groceries, etc.)
True or False: If a task is not on the Care Plan, the HCP should NOT do it.
True.
True or False: You can add tasks if the client asks, even if not in the plan.
False.
How should you respond to an emergency when out with a client?
-Stay calm
-Ensure safety
-Call for help – 911 for immediate emergencies and MCToD or Service Support if unsure
-Communicate clearly
-Document what happened and report to CS
You notice the Care Plan states the client needs to eat three meals per day, but the client says they prefer two meals instead. What should you do?
Record the interaction and report in to your Care Supervisor when time permits.
List 2 pros and 2 cons of using public transit with your client.
Pros: accessible, budget-friendly
Cons: Delays, crowding, having to stand
False! The HCP should report this observation to their Care Supervisor. The Care Supervisor is the only person allowed to update the Care Plan.
Name 2 reasons a client might refuse care from you as a substitute provider.
-Lack of trust
-Trauma, paranoia, or confusion
-Change can feel threatening for clients with mental health/substance use issues
What should you contact first if you have an urgent question regarding a client's Care Plan?
MCToD or Service Support. If it is NOT urgent, follow up with your Care Supervisor instead.
You get lost going to an appointment — who do you call?
Service Support
Name 2 questions you should ask yourself during a 5 second scan when outside the client's home.
-Where’s my client walking? – sidewalks, curbs, obstacles
-Who is nearby?
-What could make us stop or hurry?
-Is there a safe escape route?
-Do I feel “off”?
Name 2 red flags on a Care Plan
-Frequent changes to tasks or hours
-Conflicting information in notes
-Client instructions that don't match the written plan
-Tasks that feel unsafe or unrealistic
Why should you document a client refusing help?
Protects you, helps the team track patterns, keeps everyone safe.
If a client refuses help because you’re new as a substitute, what should you do?
Stay calm, reassure them, then call MCToD, SS, or CS if refusal continues.
Client wants to buy alcohol on an errand — should you help?
No; politely refuse and ORR to CS.
Name 3 tips for using language that respects dignity and promotes independence when escorting a client outside the home.
-Use person-first language
-Ask before helping
-Replace commands with choices
-Describe actions transparently
Name 3 qualities of professional communication
-Active listening
-Friendliness
-Open-mindedness
-Feedback
-Non-verbal communication
What’s the first thing you do if you feel unsafe as a substitute?
Leave if needed, get to safety, and call CS/Service Support.
List 3 reasons for when should you call SS or CS for clarification as a substitute provider?
-If a task feels unsafe or unclear
-If a client refuses care or you feel at risk
-If you find missing info that affects your visit
-Always document what you saw and who you called
What’s a respectful way to hold a boundary when a client pushes?
“I’d love to help, but I have to follow your Care Plan.”