Q: What makes MetroCare Hawaii, LLC different from other home care agencies?

A: Our flexibility, our ability to make command decisions promptly without delay and our willingness to accommodate most requests on such short notices. Our outstanding and compassionate Caregivers personify the MetroCare Hawaii, LLC philosophy.

Q: Do you provide services to facilities?

A: Yes. Wherever you need assistance with your activities of daily living and personal care, whether in your home, in the hospital, a rehabilitation center, retirement community, nursing home or in an assisted living facility, we will be there to assist you. We provide our services to you wherever you are just as we would in the comfort of your own home.

Q: How do I start with your services?

A: Call any of our offices. Our Intake Coordinator will gather all the information specific to your needs, forwarding this information to our Clinical Supervisor to assess the level of care based on the information provided, and then prepares your plan of care to be carried out by our caregivers. After the plan of care is prepared, it is then forwarded to the Staffing & Scheduling Coordinator to assign the most suitable caregiver to your care from our pool of available caregivers.

Q: Why should I go through your agency as opposed to privately hiring someone?

A: There are so many issues and concerns that families need to consider. For instance, what do you do when your direct-hire caregiver is sick or on vacation? Are you ready, willing, and able to handle all the employment issues such as filing with the State Department of Labor and handling worker's compensation and taxes? Are you available to oversee, monitor and coach the caregiver to ensure the best possible experience for your loved one? What liability are you potentially exposing yourself and your family to? Caregiving is our passion and our business. This is what we do best. We work to ensure that the care the recipient receives is the level of care and support he or she rightfully deserves and needs.

Q: How are calls handled after business hours and on weekends?

A: Our On-Call Supervisor handles all incoming calls after hours. All our aides are made aware of this number in the event that a situation arises, that needs immediate attention and that may affect the continuity of care for our clients.

Q: Is there supervision of the caregivers by the administrative staff?

A: Definitely. All of our caregivers that are in the field are monitored and supervised by our Clinical Supervisor as well as by our Policy and Compliance Administrator. We also provide ongoing in-service training to caregivers on a monthly basis or on an as-needed basis.

Q: Do you provide Live-In Care and/or 24 hour care service?

A: Yes we do. There may be instances when around-the-clock assistance is needed by a loved one, whether the need is to support the continuity of care in the home after being discharged from the hospital or an institutional facility during convalescent period, or you are someone who is chronically ill and find yourself challenged with your daily activities, whatever your need for a live-in care or a 24 hour care service may be, we are ready, willing and able to accommodate you. Call us to inquire about this service.

Q: What is the minimum number of hours required to use your services?

A: For East Hawaii, the minimum is 2 hours. However, for West Hawaii and Oahu, our minimum service is 3 hours. This is to address the high cost of living in these regions.

Q: Is there a charge for an initial consultation?

A: All initial phone consultations are free of charge. There are instances however, when the family of a loved one requires a more thorough assessment to have a better handle in determining the level of care for the client which requires a two (2) hour minimum Registered Nurse (RN) assessment.

Q: Do you charge extra for night and weekend care?

A: No. Our rates are the same whether it is weekend or weekdays. Rates are only adjusted when there is a change in the level of care that is being provided.

Q: How often are the clients' care needs reassessed?

A: For clients under the state waiver program, assessment is conducted semi-annually. For developmental disability clients, it's every month. For private clients, assessment is conducted on an as-needed basis.

Q: Is there a "Service Agreement"? If so, what is the cancellation policy?

A: Yes. This is necessary because it spells out each party's expectations and stipulates what the level of care is, what the rates are, the client's rights, and the permission to provide the care based on the "Plan of Care". You may cancel the services at any time during the delivery of care without any penalty as there is no specified length of time within the agreement that obligates you otherwise. Your only obligation for payment is on services that have already been provided.

Q: Do you take elders only?

A: No. We also provide our services to physically and mentally challenged individuals, as well as to those individuals who are recuperating from an illness or injury, and individuals requiring continuing care.

Q: Are your employees screened?

A: All of our caregivers are comprehensively screened to determine their level of eligibility based on honesty, experience and skills. We also require that they provide criminal and driving abstracts. Other clearances such as those with Adult Protective Services (APS) and Child Welfare Services (CWS) need to also be in place. They also have to show proof on employment eligibility in the United States.

Q: What type of payment arrangements do you accept?

A: Please read more about forms of payment accepted by visiting our Forms of Payment page.