Questions & Answers Regarding Resthaven At Home AARP has a comprehensive web site that offers a good deal of information to help you find what you need for in-home services. They offer a checklist for someone searching for a home care provider. We have used their The AARP checklist can be found by clicking here
questions and answered them below
with regard to Resthaven At Home. 
1. Is this agency licensed by the State?
a. Yes. In order to provide medical care in the home and accept Medicare payments, Resthaven At Home must be licensed by the State of Michigan. The State conducts a surprise inspection (called a “survey”) every year. We are delighted to report that we passed with flying colors with very positive comments.
2. What services does it provide?
a. Resthaven At Home has quite a list, and will work creatively with you to put together other services that are just right for you. Here are the main areas of what we offer:
• Assisted Living In Your Home™ – drawing from all of our services and from our greater community, often we can put together a program that will keep you happily in your own home.
• Licensed Skilled Nursing – after illness or surgery, injections, teaching for management of a disease, medication set-up, etc.
• Psychiatric Nursing – working closely with your physician or psychiatrist, our nurses can greatly improve the quality of life for those suffering from depression, anxiety, dementia, forgetfulness, agitation, sleep problems, lack of energy and focus, irrationality, and more.
• Physical Therapy – to help your body recover quickly after illness, injury, or surgery
• Occupational Therapy – to help you regain the everyday skills and strength necessary to live independently
• Speech Therapy – helping to restore your voice after illness, injury, or surgery
• Nutritionists – recommending food choices that are healthy, delicious, and will aid in your recovery
• Social Workers – pulling together resources within your family, church, and community to help you live safely and happily
• Care Management – a nurse visits your home and makes an extensive assessment of your health, home environment, and friend and family support; together you make a plan so you may remain safely at home; our nurse follows up to set up any services needed
• Personal Care – bathing, dressing, grooming, nail care, incontinence care, shaving, mobility, etc.
• Homemaking Services – cleaning, meal preparation, grocery shopping, laundry, light maintenance, etc.
• Transportation with Optional Attendnt – for appointments, shopping, events, visits to friends, church attendance, trips to the airport, etc.
• Companionship – games, reading, walking, conversation, baking, crafting, gift wrapping, etc.
• Check-in Calls – telephoning you at a schedule that you determine…cheerful voice can make all the difference!
3. Are services available 24 hours, 7 days a week?
a. Yes, and a nurse is always available 24 hours a day, 7 days a week, by simply calling us at 616-796-3800.
4. Would services begin immediately? If not, how long a wait?
a. It is Resthaven At Home's policy to be at your home within 24 hours, however, we do our very best to respond to unforeseen needs even sooner than that. A nurse is also on-call around the clock.
5. How does the agency decide what services are needed (or not) over time?
a. If you are receiving medical services from Resthaven At Home, your treatments are decided by your physician in collaboration with our nurses, therapists, and others serving you. All medical service is under Medicare, so all must abide by their rules, as well.
For all other services we offer, we don’t decide your services. You do. We will happily make a recommendation based on our nurse’s expert evaluation, but you, your family, and sometimes your doctor, decide on the services that you need.
We begin our association with a complimentary visit with you in your home. Our Nurse Manager meets with you (and any family members or friends whom you choose) in order to determine what services you would like, or to set up the services prescribed by your physician.
Your Resthaven At Home nurse monitors those services and visits you on a regular basis to see that those services remain appropriate. Our attendants, therapists, social workers, and nutritionists work very closely with your nurse to see that you get exactly what you need. We can’t say enough about the efforts made by our staff members—they’re awesome!
Of course, any time you want to make a change, just pick up the phone and let us know. We hold to our end of the bargain by letting you and your designated family members know if we observe changes that we feel need to be addressed.
6. What kind of different staff does the agency have available: registered nurse, physical therapist, speech therapist, occupational therapist, nutritionist, social worker, homemaker/home health aide?
a. Resthaven At Home offers all of the above services.
7. How many years of experience does the person have, and how long have they been with the agency?
a. Your attendant may have many years experience, or may be relatively new to Resthaven At Home. However, you can rest assured that each is uniquely gifted and very thoroughly trained. We have an intense orientation and training process and have a series of educational offerings throughout each year. And, of course, our nurse supervisor has her finger on the pulse of each employee so she or he can offer constant coaching.
Ultimately, however, you have the power simply to request another nurse or Home Attendant. We put a lot of effort into matching your needs and personality to your nurse or attendant, however, we would all be extremely fortunate if we were to get exactly the right match every time!
Our goal is that you find a friend as well as a caregiver, and we ask that you keep communicating with us until you’re satisfied that exactly the right person is serving you.
8. Does the agency conduct background checks on all staff?
a. All staff members of Resthaven At Home cheerfully submit to a complete background check and fingerprinting. We carefully select those who we would choose to care for our loved ones. In addition, our nurses and attendants are all committed to our Christian mission: To glorify God by providing a continuum of quality care and services that demonstrate the love and compassion of Jesus Christ.
9. Who supervises the staff?
a. Staff members are directly supervised by nurses. The Director of Resthaven At Home is Becky Israels, a Registered Nurse with many years of critical care and Emergency Room experience.
Resthaven At Home is backed by the expertise of the much larger Resthaven Care Community, which also includes:
• The Warm Friend – an independent senior living community
• Resthaven Maple Woods – an economical independent & assisted living community
• Resthaven Care Center – provides 24-hour, in-patient nursing care to those undergoing short-term rehabilitation or to those requiring long-term nursing care
• The Good Shepherd Home – a home for those with Alzheimer’s & other dementias
• Vern & Lois Boersma Cottage – 24-hour nursing care in a GREEN HOUSE® home
All together, Resthaven serves over 1,200 people each year and employs approximately 350 staff members.
Resthaven is a non-profit, community owned Christian mission that has served seniors in the Holland and Zeeland area since 1945. We serve by offering health care, in-home services, and by creating warm and welcoming senior communities. We’d like to invite you to join the Resthaven Family!
10. Are the staff bonded (insured against theft or loss to a home) through the agency?
a. Absolutely. We do everything possible to see that you can find trustworthy friends through your association with Resthaven At Home.
11. Do the same staff members attend to a client, or do they rotate among different clients?
a. The trust and friendship that develops between you and your nurse or attendant is very important, so we strive to keep the same caregiver coming to your door, day after day.
There are times when this is not possible—everyone needs a vacation!—but you can be sure that we will do our very best to see that your favorite Resthaven At Home staff members are consistently available to attend to your needs.
12. What is the procedure if a staff person doesn’t show up?
a. The unexpected can happen! If one of our staff members knows that they will be more than 15 minutes late for your appointment, they pledge to call you to let you know. If no one has called you by 15 minutes after your appointment, simply call us at 616-796-3800, 24 hours a day. We’ll be there, and we’ll take care of the problem immediately.
13. Can you request a different staff person to provide care if you are unhappy with the worker the agency sent?
a. Absolutely! Every staff member at Resthaven At Home understands and respects your wishes. We all want you to be happy and comfortable, and will work very hard to see that you find just the right person. All it takes is a simple phone call with a request for a different attendant or nurse. No questions asked. We’ll take care of the rest.
14. Is the agency certified to be paid by Medicare and Medicaid?
a. Yes, however, at this time we only accept Medicare. We do accept Medicaid in other areas of Resthaven, however.
15. Are there deposits, fees, or any extra costs besides those charged for each service?
a. There are no extra costs associated at all with those receiving Medicare certified services directly. Note, however, that Medicare Advantage or other insurances have complicated and often confusing rules and co-payments. Don’t worry, however. We will make your entire financial obligation is very clear, right from the beginning.
For other services, the only extra cost may be a mileage charge, depending on where you are located. It is our goal to be completely up-front with you about all charges. If you’re confused, then we haven’t done our job, and we need to know immediately. It’s our goal to stand beside you in every way possible.
16. Does the agency reduce fees for people who can’t pay for all of their care themselves?
a. Unfortunately, reduced cost or free care to those in need is still just a dream for Resthaven At Home. We hope to become large enough to begin to do this within a couple of years, but until we can gather stronger support from the larger community it will always be on a limited basis.
Because we feel that providing services in people’s homes is very important, we are working on the "Blueprint for Action" study for the City of Holland to judge how well our community is prepared for the coming "age wave." We believe this study will show a large need for subsidized in-home services. Armed with that information, we can pursue grants and can work to find other avenues of funding.
17. When did the agency last increase its costs and by how much?
a. We look at our pricing on a yearly basis doing everything possible to be fair to our awesome staff members, deliver high quality services, and give you an excellent value.
We pledge to continue our quest for more low-cost/high-service options to serve you in your home.
18. How often does the agency bill for costs? Does it bill Medicare or the insurance company directly?
a. We bill on a monthly basis, with all charges carefully itemized. If your services are covered by insurance or Medicare, we make it simple for you and bill them directly.
19. Are all cost and payment expectations in writing?
a. Absolutely. When you receive services from Resthaven At Home, we mutually sign a contract stating which services you have chosen and the costs associated with each of those services. Each of us gets a copy of this contract. Any time you change your services, a new contract is signed. We do this to be certain that we both understand the business aspects of our relationship. It’s important to have it all in writing!
20. Is there a contract you can review before making a decision? Make sure you understand everything on the contract. Question any parts that are unclear or contradict information you’ve been told.
a. As we stated in the previous question/answer, a contract is important to each of us. You will have all the time you wish to review the contract and to ask questions. Our Resthaven At Home nurse will be readily available to get you the right answers. Our goal is to be certain that we both understand and agree with the contract that we both need to sign. Transparency and honesty are hallmarks of Resthaven.
21. Does the agency have references of satisfaction reports for itself and staff?
a. We have several ways to gather feedback on the satisfaction of those we serve.
- In the past year, 98% of our clients say that they would recommend Resthaven At Home to others! Our client-friends are surveyed by an independent national company, called My InnerView, on a regular basis. But we don’t wait for our official surveys to find out if you’re happy. We ask all the time and adjust our services in the way you guide us.
- Physicians rate us between 4.7 and 5.0 out of 5.0 (Excellent) in our management of clients’ disease process, communication, medication management, and teaching.
- We have been selected repeatedly by our community as “Best of West Michigan.”
- See the section that we’ve titled “References” for powerful written comments from those we serve.
22. Is the agency inspected by an outside organization? When was the last inspection? Are inspection reports available?
a. Resthaven At Home is inspected by the State of Michigan on an annual basis, and was last inspected in March of 2010. We received a glowing report! A copy of our inspection (called a “Survey”) is available at any time simply by contacting us at 616-796-3800.
23. Does staff receive ongoing training?
a. Resthaven At Home trains constantly! Our medical staff members have a 3-6 month orientation training process and continue with training sessions twice each month. Our non-medical staff members go through an extensive orientation process, ongoing coaching by our nurse supervisor, and monthly training sessions. It’s our goal to see that you receive top quality services!
24. Does the agency provide written job descriptions so clients know what duties to expect from the staff?
a. Written job descriptions are available at any time, just for the asking. But, more importantly, we describe the services we agree upon in detail and with associated costs in the contract that both of us sign. We urge you not to sign the contract until you completely understand everything it contains, and our Resthaven At Home nurse supervisor is available at any time to answer your questions. Clarity is the foundation of a solid, trusting relationship—our goal!
25. Does the agency have quality of care standards and a plan or program to maintain and improve quality?
a. Resthaven At Home has a huge dedication to providing top quality services, and base our entire system of doing business and creating positive relationships on continual quality improvement. We feel that there’s always a better way, and we’re going to find it!
As required by Medicare, we have a PAC Committee made up of staff members and members of our broader community who meet quarterly to review our progress and to ask the tough questions necessary to complete transparency and accountability.
As a part of the larger Resthaven Care Community, we participate in the following quality efforts:
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AAHSA’s (American Association of Homes and Services for the Aging) Quality First initiative.
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Aging Services of Michigan's Defining Excellence program.
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My InnerView, an independent survey-based feedback tool that compares Resthaven At Home results with other agencies across the United States.
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By creation of internal system of quality improvement, monitored and guided by the experts of LW Consulting, a group of experts in the field of services for the aging, whom we hire to insure that we have a system driving us toward excellence.
26. How often does staff communicate with family members and by what means (written report, phone call, etc.)?
a. Communication is ongoing and is delivered in the manner best suited to you and your family. A calendar is set up for every person with details of all appointments. Services are delivered as agreed upon, but we are always watching for ways to be more effective and efficient, and will go to you or your family members if we have a better idea or if we notice a change in your condition.
27. What kind of system is there for receiving client problems or complaints and resolving them?
a. We ask our client-friends to play an important role in the resolution of any complaints: we ask you to tell us, right away! All it takes is a call to your nurse supervisor. He or she will take your problem to heart and will move mountains to make things right. If, for some reason, he or she is unable to help, you are encouraged to contact Resthaven At Home’s Director Becky Israels (616-796-3809), our Operations Administrator Nancy Frens (616-796-3838), or Resthaven’s President/CEO, Charlie Vander Broek (616-796-3500). The folks at Resthaven At Home will do everything possible to help you.
28. Is there a written plan of care for each client? Are clients and family members involved in creating and reviewing it?
a. Everyone has a written Plan of Care—even if you’re only receiving home cleaning services!
If you are receiving medical services from your Medicare or other insurance benefits, you have a well-documented medical plan of care originated by your physician (he/she must prescribe Home Care in order for Medicare or other insurances to cover services). Your physician works with your nurse to create a Plan of Care that is exactly tailored to your needs. Your Resthaven At Home nurse continues to work closely with your physician throughout the time we serve you.
Although your Plan of Care is protected information as defined by law, you may specify anyone you’d like to have access to your information, and you may specify how you would like that to happen…written, by telephone, through e-mail, etc.
If you are receiving non-medical services from Resthaven At Home, you and any family members you choose are a part of the planning session that is conducted by your nurse supervisor at your first meeting. At that time, a Plan of Care is created and you may specify who you would like to receive updates and how often. You and your family members decide how you can all best communicate.
29. How long as the agency been in business? Who owns and operates it?
a. Resthaven At Home (originally called Resthaven Home Care) was formed in 1993, originally to serve the medical needs of those residing in Resthaven communities. We received Medicare certification in 1996, and demand for our quality, relationally-based services continues to grow far beyond our walls into Ottawa County and northwest Allegan County.
Resthaven At Home is a division of the much larger Resthaven Care Community, celebrating 65+ years of service. The Resthaven Care Community also includes:
• The Warm Friend – an independent senior living community
• Resthaven Maple Woods – assisted living community
• Resthaven Care Center – provides 24-hour, in-patient nursing care to those undergoing short-term rehabilitation or to those requiring long-term nursing care
• The Good Shepherd Home – an Alzheimer’s home
• Vern & Lois Boersma Cottage – 24-hour nursing care in a GREEN HOUSE® home
All together, we serve over 1,200 people each year and employ approximately 350 staff members. Resthaven is a non-profit, community owned Christian mission that has served seniors in the Holland and Zeeland area since 1945. We serve by offering health care, in-home services, and by creating warm and welcoming senior communities. It is our goal to bring our community together to Honor our Mothers and our Fathers.
Standing Beside You.
As a non-profit community service, Resthaven offers a complimentary consultation with our experts in your home or
in our office. We're happy to stand beside you!
We invite you to click here to contact our friendly experts via e-mail. Or, you are welcome to call us at (616) 796-3800 or (800) 839-9320.
We'd be delighted to speak with you!