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What we're about and how to represent Bloom as a Stellar Teammate


Welcome to the Bloom Care Solutions team. As you will be representing our company and ensuring that our clients receive excellent care, we wanted to take this time to tell you what makes us unique. It is about going the extra mile and tailoring our services to always make our clients feel special, comfortable and safe. This handbook will give you an overview of our company culture and policies to help you in giving the best care possible to our valued clients. We encourage you to use the Care Pro Handbook as a reference tool for future enquires. As well, always feel free to call the office with any concerns. Our goal is to hire highly skilled, committed and compassionate people who are motivated to achieve their best, and who can make a difference to our clients.



We created Bloom with the intent to provide consumers with easier access to quality care, while improving communication, patient choice, transparency, and overall customer experience to our clients, patients, families & Care Pro’s. Bloom Care Solutions provides the highest-quality, 24-hour home health care and elderly support in Ontario. When you choose Bloom Care Solutions, you can expect exemplary client and family-focused home health care with industry leading recruitment, training, mentoring, and quality service delivery. Our professional nursing, personal care, home support, therapy support, housekeeping and companionship services are available privately: through personal, group and auto insurance plans, as well as programs offered through the Workplace Safety and Insurance Board (WSIB), and municipal/provincial government programs. When families call Bloom Care Solutions we want to ensure that their loved one is being cared for by compassionate, knowledgeable, supportive, and highly skilled Care Pros.



At Bloom we are known to have a very caring and family oriented culture. We work from a central location to ensure that our brand is to maintain and work flow is done seamlessly. We welcome new and fresh ideas, especially as it relates to better serving our client’s or creating a positive workenvironment. Bloom presents the opportunity to grow at your own pace, while promoting higher pay rates for your hard work and dedication. We are committed to helping you succeed and will reward your high quality, client centric, and compassionate care. We allow you to have more flexibility, better work, quicker pay & greater communication. Communicate with your clients easily and effectively in real time. Access client notes and care history on any tablet, or phone and set your own schedule. Allow us to show you how to rediscover your passion for making a difference in the lives of others.


Our Mission is to make Home Health Care better, providing all people with easy access to Home Care through innovative technology enabled, cost effective, and quality community care that provides a better care experience & meaningful health outcomes.


Our Vision is to become N. America’s largest Home and Community Care Provider with the best roster of Care Professionals in the industry.


Bloom is committed to providing our customers with superior home health care services. We are able to provide this quality through our best practice Customer Service delivery in a warm, knowledgeable, friendly and respectful manner.


Bloom is equally committed to providing our employees a safe and secure work environment, allowing everyone the opportunity for personal growth and professional fulfillment. Initiative and dedication are encouraged for the growth and competitiveness of our company.


Most importantly, employees will be granted the same concern and treatment within the organization that they are expected to give each and every client. Our customer service practices are industry leading, not only because we train, mentor and recruit the best staff, but because we provide our employees with the same caring service as we do with our clients.



Home care is very delicate in that we are invited into people’s homes to provide care, so we truly get to know our clients and their family members on a more personal level. This means that we need to be aware of client preferences and make every effort to make the client comfortable as we are a guest in their home. Servicing the client is done with the guidance from your immediate  Supervisor/coordinator and by following the Care Plan laid out for you in the home.

As a Care Pro you will have regular interaction with the office where a Coordinator(s) will be assigned to plan your schedule. The coordinator is responsible for interacting with clients and Care Pros, and scheduling. Care Pros interact with the clients in the home and the coordinators set up the schedule. The coordinator is also the person you must contact if there are any changes in your schedule made by you or the client. Keeping the coordinator aware of any changes in your schedule is also a safety precaution for yourself. Keep in touch and stay safe.



Delivering excellent customer service is an expectation of every person that works at Bloom Care Solutions.  It applies to all our customers (clients, referral sources, colleagues etc.). The overall quality of our service is achieved by everyone being client focused. Our strength is making our clients feel special through reliable, professional, friendly and compassionate service. Remember, you are there to provide support to the client and their family. They rely on you to make them feel at ease and maintain or improve their health.

The 4 principles of great customer service include:


  • Attitude: how we act with our clients

  • Consistency: how we give our clients what they expect each time

  • Teamwork: how we work together to ensure that the client is receiving the best care

  • Service: how we make our clients feel special and show them that we truly do care


We measure customer/client satisfaction in a variety of ways:


  • calls to the client within 4-6 weeks of the service start date when appropriate

  • mail out of client satisfaction survey for long term clients at discharge

  • supervisory visits to clients where they live

  • annual customer satisfaction survey




Health and Safety

Bloom Care Solutions strongly promotes the health and wellbeing of our employees. This is by providing them training and access to Health & Safety programs. Your safety is our top priority.



Being a team oriented company, you will find that our Coordinator and Administrative staff are willing to help you in any way they can. You are encouraged to communicate openly with your coordinator and the office staff so that ongoing needs and those of your clients’ are being met.



At Bloom Care Solutions value the diversity you bring and recognize it as one of our strengths! We believe our employees’ diversity brings a variety of perspectives which helps us to be more innovative and in tune with meeting our clients’ cultural needs. This is why we encourage you to let us know if you speak another language, as many of our clients request services in their own language. We believe the more we understand and are able to meet the client’s unique needs, the better care we give. Being culturally sensitive is part of our service excellence and this is why we encourage you to ask questions to ensure you understand and can consider the cultural needs of the client in delivering care.


Employee Conduct

Our employees are expected to follow Bloom Care Solutions policies and procedures, remain professional and be aware of what they need to do to provide excellent care in any care setting. The following are expectations of our Care Pros:

  1. Maintaining Client/Care Pro Boundaries


The employee conduct section gives many examples of how you can maintain a therapeutic and professional relationship with the client. This is vital to your success as a Care Pro and to the client’s satisfaction with our service. It is important to remember that you are not a close personal friend to your client. You are their Care Pro. Maintaining these boundaries can be challenging, so if you are in doubt, ask yourself “would my supervisor approve?” If you have any questions or concerns about boundaries, please contact the office.

Here are some examples to keep in mind:


  • Clients are only to communicate with the employee by calling the office. The office will not share your personal details with the clients. Employees are not to give clients their personal phone number/contact information or address

  • Engaging in conversations about personal, religious, political beliefs or controversial subjects with clients is not permitted

  • Witnessing of wills or other legal documents is completely unacceptable at any time

  • Avoid using pet names such as honey, sweetie, grandma & grandpa as this can lead to crossing professional boundaries and may be considered insulting to some clients. Instead, use the client’s formal name i.e. Mrs. Smith and ask them for their preference

  • If anyone needs to reach you in an emergency, your family/friends can contact the office. At no time should you give them your client’s phone number/contact details

  • Let the office know of any previous or current relationship you may have with a client or client’s family members when offered a client assignment



Bloom Care Solutions has a client and family centered approach to the provision of care and service. Consideration of the following concepts of care need to be considered at all times:

  • Respect

  • Human Dignity

  • Clients are the experts for their own lives

  • The clients goals should coordinate the care of the health team

  • Clients need to be considered as the leader of their care

  • Continuity and consistency of care and Care Pro are absolutely necessary

  • Timeliness; the clients and their families timelines are to be respected

  • To be client centered, clients must experience responsiveness and universal access to care

  • Clients and families need to be recognized for what they can contribute to the client’s care

  • Resources are to be offered to client’s and their families to assist them in making healthy choices

  • All those involved in the client’s care have the responsibility to advocate as appropriate for the client

  • We all want positive results for the client, but have to remember that “positive results” is defined by them


Providing client and family centered care is the approach we need to take during every interaction with our clients, customers and co-workers.

  • You are the company’s representative and are expected to help the client feel like they are your top priority by being caring, compassionate, helpful and attentive to their needs

  • Always be pleasant and friendly and always leave a client visit on a positive note.

  • Dress professionally and always wear your photo ID. BLOOM Home Health employee is always a guest within any care setting. We remind you to follow the client’s wishes by showing general respect at all times

  • While on assignment with Bloom Care Solutions, you may only complete tasks that you are qualified to do that are within your scope of practice and that are part of the Care Plan for the client. If a client asks you to do something that you do not feel qualified to do or is not part of their Care Plan, call the office to discuss how best to meet the client’s request. Do not argue with clients about their care or assigned duties.

  • Always be polite to clients, their families, friends and visitors. Say please and thank you when appropriate.

  • Ask questions to understand cultural preferences of the client so you can meet them

  • Do not burden the client/family members by complaining about work or personal problems.

  • For work related concerns or personal concerns that may be affecting your work, contact the office for support

  • While on an assignment, Bloom Care Solutions Care Pros are only permitted to sleep while on a live-in assignment, or as part of the client’s care plan



It is courteous to arrive on time at your client’s home. If you are providing care to your client(s) the day before, confirm the next appointment during your visit. When visiting the client be on time and on schedule for your next appointment. Give yourself extra time to factor in weather, traffic, construction or if you are not sure where the client lives. If you are running late for any reason call the office prior to your scheduled shift so they can notify the client.



If you are unable to attend or keep to your scheduled visit for any reason notify the branch immediately. We request a minimum of 24 hours’ notice so we can do our best to find a replacement and ensure the client does not have to go without care. Failure to show up for work without notifying the office, is unacceptable and can be grounds for disciplinary action up to and including termination.

Any requests for time off must be submitted in writing to HR admins 14 days in advance and will be approved based on business needs and coverage available for clients.

Failure to return to work following a leave of absence is regarded as job abandonment. Job abandonment is considered unprofessional and can compromise client care. Job abandonment is an offence reportable to the provincial licensing body or other professional institutions/associations.

For sick leave – that is not due to a workplace injury or illness: the expectation is that you give as much notice as possible to the branch should you fall ill and need time off. Bloom Care Solutions has the right to request a doctor’s note if there is a pattern of sick related absences, to assess absences greater than 3 days, to accommodate any medical restrictions, to confirm your expected return to work and ensure you are safe to return to work. The company has a right to wait until you have given the necessary medical clearance before scheduling you to see clients or before we provide you with modified duties. You are responsible for any costs associated with obtaining a medical note unless indicated.



Always stay for the exact amount of time pre-authorized by the office – notify the office if you are able to complete your assigned tasks in a shorter time or if you require more time to complete the assigned tasks. Extra hours need to be authorized by your Manager because we need to get approval first from the person/agency paying for the client’s service. DO NOT make arrangements to substitute other employees or individuals who you feel would be suitable “fill-ins”. All assignments/reassignments must be coordinated through the office to ensure fair distribution of hours.


If you do not wish to work on a statutory holiday notify the office. Many clients can have their service moved to an alternate day so that you can enjoy the statutory holiday. If you are not familiar with your Statutory Holidays, contact the office.



  • Avoid making statements that make the client feel they are being put down

  • Compliment without being insincere. For example, compliment the client’s Accomplishments, such as improvements in health progress

  • Ask how the client wants things done

  • Always tell the client what you are going to do before you do it

  • Listen to the client. If the client has a complaint, restate the complaint to make sure you understand it correctly and show acknowledgement. Apologize regardless of the cause and report the complaint to the branch

  • Ensure the client knows how to contact the branch

  • Do not become distracted by attending to personal phone calls or social networking (i.e. texting, messaging, Facebook, Twitter etc.) while on duty



  • When a client/friend/family member asks you about BLOOM Home Health and the services we provide, inform them that BLOOM is able to respond to a wide variety of their needs. Give them the telephone number of your branch and encourage them to call during office hours for answers to all their questions

  • Under NO CIRCUMSTANCES are employees authorized to seek private employment with clients or facilities assigned to them by Bloom Care Solutions

  • Should a client or member of a facility approach you regarding employment, you are asked to inform the branch immediately. It is important to remember that if you work for clients independently, you have no insurance coverage against damage to client’s property, professional liability insurance, nor are you covered by Workers Compensation.

  • Questions regarding fees or payment related to client care should be directed to the office staff



  • Do not bring anyone, including pets with you to your client’s home. It is important that you do not visit your current or previous client or invite them out to meet you other than your scheduled shift/visit. If you wish to visit your client in a facility, hospital setting or attend their funeral please contact the office for approval.

  • Entry into client’s home using keys or a passcode should be with the permission of the branch and during your scheduled visit only. Employees cannot accept keys from a client directly. If a client requests this, call the office.

  • For your own protection, do not enter or remain in a client’s home while the client is not there. Call the office immediately if the client is not home when you arrive.



  • Do not accept money or gifts or buy goods or services from a client

  • Handling money on behalf of a client can only be done with the permission of the branch

  • Do not borrow, use or take any of the client’s personal belongings. Similarly, you are not allowed to share, loan or sell any goods or services to the client

  • For your safety, do not bring valuables or large sums of money with you on assignment.

  • When providing service in an institution, inquire as to the safest place to store your personal belongings

  • Even if offered, do not eat/drink the client’s food/beverages. Graciously decline unless previously arranged, as in the case of a live-in assignment. If the client takes offence or there is a cultural element to this, please consult with the branch prior to acceptance



Maintaining privacy and confidentiality of client information is critical not only because it is the law, but because it contributes to a great client care experience. Privacy laws make it very important that you understand your responsibilities regarding confidentiality and the protection. Under provincial and federal laws, we only collect relevant and necessary information to provide care to our clients. We need to protect information that is in our possession from unauthorized and/or accidental viewing or loss. As such, we can only share information with members of the health care team and those agreed to by the client.


Important facts regarding confidentiality and privacy:


  • Confidentiality is a core value that involves all aspects of client service delivery and company operations, including client information, employee information, and company


Service delivery practices that protects client privacy:


  • Any information related to the client’s location, health status or personal circumstances are confidential and should not be shared with anyone outside of those providing client care

  • Do not discuss clients in public places this includes but is not limited to: buses, restaurants, elevators, cell phone, social media (i.e. Facebook, Twitter, etc.)

  • Know when to remove yourself from a private conversation between family members/friends

  • Carry a minimum amount of client information and safeguard information at all times i.e. store information in the trunk of the car when travelling between assignments and secure documents at home

  • Be aware of the added requirements to maintain confidentiality in shared care environments and refrain from discussing clients with other clients

  • If there is missing documentation in the client’s home file contact the office

  • Destroy or bring all documents to the branch containing personal and identifying information i.e. schedules, profiles, notes, time slips, in a confidential manner when it is no longer required

  • Remember to return any client documents to the branch as soon as you are able and once the client has been discharged



Smoking while on assignment in a client’s home is NOT PERMITTED UNDER ANY CIRCUMSTANCE even if invited to do so by the client. Employees working shifts in facilities may smoke in designated employee smoking areas, at scheduled breaks only. You have the right to request not to be assigned to clients who smoke and you have the right to request that a client or client’s family does not smoke in the home while you are providing service.



Do not purchase, serve, accept or consume any alcohol or illegal drugs/medications while on assignment with Bloom Care Solutions. You must report for your assignment free from the effects of alcohol or illegal drugs. You have the right to request that a client or client’s family does not drink or use illegal drugs in the home while you are providing service.



All Care Pros are required to adhere to Bloom Care Solutions dress code policy while on duty as one means of conveying a positive and professional image to your client and the community. Bloom Care Solutions will make reasonable accommodations to honor dress codes related to religious beliefs or cultural background. When working in a staff relief capacity, you are required to dress according to the dress code of the facility to which you are assigned.


Care Pros must:


  • Have good grooming and hygiene habits

  • Wear uniforms or clothing that are clean, neat and in good repair. Conservative skirts, pants, tops or blouses are acceptable. Wear closed-toe, closed-heel shoes less than 1 ½ inches in height with non-slip rubber soles.

  • Work shoes should only be worn inside the clients’ homes not outside, in order to respect the client’s living space and ensure cleanliness

  • Be well groomed with hair tied back and off the shoulders and wear minimal make-up

  • Limit jewelry to a watch, wedding band and small stud earrings


Care Pros Cannot Wear:


  • Blue jeans

  • Athletic style clothes such as jogging suits, or pajama styled pants

  • Clothing that is distracting or unusually revealing of the body – including but not limited to Lycra tights (leggings, yoga pants), low cut tops, short-shorts, tank tops, halter tops, beach wear, see though tops that exposes the abdomen etc.

  • Shoes with high heels, slippery soles or shoes with open toes

  • Rings with raised settings

  • Artificial, acrylic nails or nail polish that becomes chipped or is more than 4 days old

  • Perfume and other strongly scented cosmetics (after shave, deodorants, lotions etc.)



All Care Pros regardless of discipline are expected to know their limitations and only provide care based on training and scope of practice. This means that if you do not know how to perform a skill,  why the skill is being performed or the expected outcomes of the skill, you must first call the branch for guidance before accepting the assignment or performing the skill.

Unregulated Care Pros are accountable to Bloom Care Solutions and the care they provide is guided by an RN/RPN/LPN/RNA, client, and/or other regulated health professionals.

Teaching, training and delegation of skills to Unregulated Care Providers (UCPs) is done under the direct supervision of an RN/RPN/LPN/RNA or other regulated health professional such as an Occupational Therapist or a Physiotherapist. It is important to remember that this training is related to that specific client only. For example, if your Supervisor trains you to provide catheter care for Client A, you may not perform this skill for Client B until you have been trained again.



In addition to what has been mentioned in the Employee Conduct section, ALWAYS CALL THE IN THE FOLLOWING SITUATIOINS:

Client’s condition changes/injury:


  • Be observant! Be aware of any physical and emotional changes to your client. Notify your Supervisor if you notice changes in your client (i.e. changes in appetite, pain levels, sleeping habits, regularity of bowel movements, stress/anxiety level, warning signs of suicide or attempted suicide and any signs of abuse).

  • Report all client falls whether you are with the client or not to the OFFICE.

  • Call 911 immediately (or emergency number that is operating in your area) for all client emergencies (i.e. chest pains, choking, unconsciousness, severe injury etc.) unless otherwise noted on the Care Plan. Notify the office only after emergency medical services have been called for instructions as to whether or not to accompany the client to the hospital.


Your Health condition changes or you have an injury at work:


  • If you are injured while at work, you must notify the office immediately so that you can receive care, so that your clients receive care and so that claims forms can be completed. Additionally, it is your responsibility to notify the branch of any changes in your health status that could affect your ability to safely carry out assigned duties. This is for your protection and allows us to schedule assignments that will not be harmful to you or the client. If you have reason to believe that you may injure yourself while performing a regular task, inform the branch and/or your manager immediately and follow steps covered in the Health & Safety section.



A risk assessment is completed for all clients at the start of the service and is reviewed and  updated regularly. You are expected to be alert for changes in the risk/safety status of the client or to yourself. If you believe a new assessment is required or you have identified a risk, call the office.

  • If damages occurs to a client’s belongings; for example, if you are cleaning with bleach and it spills, call the office to ask for assistance to rectify the situation.

  • If the client requests transportation; for example, if the client asks you to take him/her in their vehicle or yours, call the branch. Unauthorized employees are not permitted to drive clients and are not insured to do so.


Change in your employment status call the office;


  • If there are any changes to your address, phone number, name or relationship status.

  • If there are any changes to your employment status, availability, criminal record, qualifications and/or registration

  • If you are going on any type of leave (medical, bereavement, maternity or vacation)


Head Office: Kitchener, Ontario

Phone: 877-503-5114 l Fax: 877-838-5140 l


Conflict: call the office if there is;


  • A conflict between you and the client or client’s family

  • A conflict regarding the care plan or services being provided



All staff are responsible for ensuring the client’s safety and wellbeing. You are required to report all incidents, unusual occurrences and changes to client care requirements or health Status immediately. If you observe a potentially harmful situation while providing care, please report this immediately to the office (i.e. medication errors, Care Plan not being followed, client falls etc.)


DNR (Do Not Resuscitate)/Advanced



Some clients may have a Do Not Resuscitate (DNR) order or have Advance Directives in place indicating their wishes with regards to being resuscitated/being brought back to life. The presence of a DNR or Advance Directives will be indicated on the Care Plan and should be reviewed.


Unexpected Death in the Home (Palliative)

In the event of an unexpected death, you are to:


  • Call for an ambulance immediately (911 or emergency number that is operating in your area)

  • Initiate CPR (if you know how to perform CPR, and/or a DNR order is not in place) and stay with the client until medical assistance arrives

  • Call the office and inform the Clinical Manager and/or the On-Call Coordinator of the situation once emergency services has been contacted


Expected Death in the Home (Palliative)

In the event of an expected death in the home, follow the directions indicated on the Preparation and Pronouncement of Expected Death form and/or the Care Plan. Typically, the following steps should occur:


Notify the:


  • Family doctor (if outlined in the Care Plan)

  • Bloom Care Solutions office

  • Funeral Home (when requested by family members or as outlined in the care plan)


With the permission of the family/designated family contact do the following:


  • Always ensure that cultural preferences/rituals are observed and respected before attempting to touch/clean or move the deceased client. If you are not sure ask.

  • Wash the deceased client including peri-care, as appropriate

  • Attempt to replace dentures. If unable to, place clean dentures in a bag and send them with the deceased client. Suggest that the family remove jewelry as it may get lost during the transfer

  • While waiting for the doctor/funeral home to arrive, provide emotional support to the

  • family and ensure they are as comfortable as possible

  • When requested by the family and approved by the branch, remain at the home until the body is removed

  • Never leave a deceased client alone

  • Document all of the above in the clinical record

  • Return the in-home clinical record to the branch


Fire /Emergency Situations in the Home


  • Never leave a client alone as long as it is personally safe for you to do so

  • During the first visit to a home or institution, do a quick visual scan to plan an escape route in the event of a fire or emergency or review the Fire Manual and Fire Procedures where applicable. Know the location of the fire extinguishers and emergency exits.

  • Should a fire occur, assist the client to safety using the evacuation plan. If the client is unable to leave the home, take the client to a safe area and call 911 (or the emergency number in your area).

  • Close the windows and doors, take wet towels and put them under the door to prevent smoke from entering the room. As soon as you can, and only after contacting emergency services, notify the branch and the branch will contact the client’s family

  • Institutions: should there be an evacuation of the institution in which you are working, you are expected to assist with the procedure. If this event occurs while doing private duty, you are primarily responsible for the safety and well-being of your client. Evacuate your client to a safety zone as instructed by those in control of the fire situation. As part of our Emergency

  • Response Plan, follow the direction of the branch staff in the event you are in the branch when there is a need to evacuate


Preparing Yourself for Emergencies


  • Get the flu shot annually

  • Perform hand hygiene frequently (keep a travel size bottle of alcohol based hand rub handy)

  • Stay up to date with national and local Public Health recommendations for personal preparedness


Employees are classified as casual hourly employees and are scheduled according to how much they can work for us (their availability) and how many hours Bloom Care Solutions has available, unless otherwise stated in your employment offer.


Hours of Work


Bloom Care Solutions & Nursing Inc. cannot guarantee the number of hours an employee will work from week to week. This means employees give us the hours they are available and then Bloom Care Solutions does their best to match the employee with the current client assignments they have or the hours we have available at the time.

Assignments may require flexibility on the employee’s part to meet the specific needs of the client. If a client cancels your shift, we will make every attempt to reach you and re-schedule your visit for another time.




It is important to maintain regular communication with the OFFICE. Each employee must either hand in or call in his/her availability on a regular basis so that the Coordinator can book you for available shifts. Remember to meet the availability you give. The more flexible you are, the more work we will be able to offer you. If we have not heard from you in 6 months, we will contact you to determine if you are available to work for Bloom Care Solutions.


Accepting a Client Assignment


  • The schedule is determined by the client’s needs and preferences

  • Each assignment is different in terms of the length and frequency. We attempt to choose the best fit for each assignment by matching your skills, availability and preferences with the client’s needs. This is why it is so important that you keep your Human Resources Representative or Coordinator updated on your availability and new skills you have gained

  • If there is a requirement for you to call your client prior to your visit/shift, we strongly recommend you use the *67 feature for your land line or #31# for your cell phone to block the phone number from which you are calling and from appearing on your client’s caller ID. This is a free service.

  • Continuity of Care means having the same person/people providing service to the client.


Clients appreciate having continuity as it is less disruptive and they can form a relationship with a Care Pro they trust. This is why it is critical for you to consider your ability to commit to the entire case, not just the odd shift here and there.

Be sure to note all of the important facts i.e. name, address, day(s), time, hours of shift/visit, frequency of service, tasks to be performed and any other important information. The Coordinator may ask you to repeat details of your assignment to avoid any errors or complications.


Documentation is essential when providing care and service to clients and is a part of the Standards of Practice. Not only do other health professionals rely on this information, but it is your record of the care provided. Failure to follow documentation standards can jeopardize the client’s health, and result in disciplinary action. Always remember your documentation can be called upon in the Court of Law.

Expectations of Documentation


  • Must be done for each and every visit to the client

  • Use only Bloom Care Solutions approved forms

  • All files and completed forms are considered legal documents and must be kept completely confidential

  • All documentation must include your signature, title and the date, including the year

  • Write or print clearly

  • All documentation must be written in non-erasable pen (blue or black ink), never in pencil

  • Never use liquid paper or scratch out errors. When an error in charting is made, simply cross it out and initial it

  • Everything you write must be accurate and brief including correct spelling and grammar. No opinions or storytelling

  • All documentation must be done as soon as possible after completing the task, or at the end of the shift/visit

  • Only approved abbreviations, symbols and acronyms may be used

  • All forms must have the client’s name on it as well as a second identifier. (i.e. Date of Birth (month/year only). We often have clients with the same last name

  • When referring to yourself, use the word “writer”

  • An in-home file will be established for all clients where appropriate. Only documents required for client service will be kept in the file. Older, completed documents must be returned to the branch for filing. Documentation must be brought into the branch as explained during your orientation i.e. monthly

  • Documentation must reflect the instructions on the Care Plan or Assignment Sheet and/or relevant medical orders

  • Documentation must only contain information about the client. Do not include information about other family members, other Care Pros providing service, or leave notes or messages to other Care Pros. This can be recorded in a communication book set up by your manager

  • Make sure you have extra forms with you so that you never run out

  • Inform the branch immediately if you’ve lost any client documentation, as this may be a privacy breech

  • Your client does not need to sign your charting, but they may see it if they wish

  • Your Manager may review your charting as a means of monitoring the client’s condition and progress as well as to review the care you are providing

  • Completion of documentation is a significant part of your Performance Review

  • If there is a change in your client’s condition, or you are concerned about something, call the office immediately and document this in your notes for that day

  • Document and report if a client refuses care and the reason for refusing the care

  • If you are the last person in a client’s home when they are discharged from service, bring the in-home file back to the office

  • Monthly clinical file audits will be conducted to ensure that documentation standards are maintained




Registered Staff


Registered staff are required to maintain their registration from the provincial licensing board annually. Current registration is confirmed at the time of hire and annually by the office directly with the provincial licensing body i.e. electronic verification where applicable. All registered staff (RN, RPN) are required to hold a current CPR certification as a condition of hire and keep it up to date


Non-registered Staff


Non-registered staff are required to present certificates of completed programs and CPR training (where applicable) at time of hire. Bloom Care Solutions strongly recommends that non-registered staff hold current CPR certification as well for the safety of our clients.



You are paid either on an hourly or per visit basis. Rates may vary depending on the referral source. You will be informed of any deviation in your pay rates. NOTE: You are paid only for the scheduled shifts/visits worked. Failure to accurately report a visit will result in non-payment of hours for that visit, until the visit can be confirmed.




You will NOT be paid overtime unless your Manager has approved overtime hours prior to those hours being worked. If you think that more hours are needed in order to meet the client’s care needs, you must call the branch so that the necessary arrangements can be made. Where applicable you may be asked to complete the Overtime Averaging Agreement.


Pay Day


General Payroll Information for the pay periods will be accessible in New Employee Package. It is Bloom Care Solutions responsibility to deduct and remit all necessary statutory deductions each pay period. Our Payroll Department will be happy to accommodate any additional requests for tax deductions. Employees must complete a Federal TD1 and Provincial TD1 Form in case they:

  • Want to remove more tax than normal

  • Have more than one employer

  • Have tuition to claim

  • Have dependants to claim


Direct Deposit Information


Your pay will be directly deposited into your bank account. Required banking information will be obtained from you once you accept to your first assignment. In order to ensure accuracy we require a copy of a void cheque or direct deposit form from your bank branch.


Income Tax Filing


Annually you will receive a T4 slip for your personal income tax purposes. You can log in to your Wagepoint account, provided to you by our payroll department before your first payment, to view and print Tax forms.




Probationary Period


Bloom Care Solutions probationary period is 3 months (or as specified by employee contract.) In order to successfully complete probation, you must demonstrate satisfactory performance in job expectations. You should be aware that employment could be terminated without notice and without pay in lieu of notice, if performance is not satisfactory during the probationary period.

The probationary period is a time for both you and Bloom Care Solutions to assess your interest and suitability to the organization and to your role. You will be given assistance and supervision as needed during this period and performance will be evaluated by your supervisor regarding:


  • Work performance

  • Punctuality and reliability

  • Ability to comply with company policies and procedures

  • Professional demeanor and communication skills


Failure to meet Bloom Care Solutions expectations, or any breach of policies or procedures during the probationary period as outlined above, may be regarded as grounds for automatic dismissal.


Employee Misconduct


While not a complete list, the following employee conduct may be grounds for disciplinary action up to and including termination:

  • Absence from work without notice, excessive absenteeism or failure to observe agreed upon working hours and schedules

  • Knowingly neglecting the client’s needs or failing to report a change in the client’s health condition

  • Consumption, use or sale of alcoholic beverages/illegal drugs while on assignment or reporting for assignment under the influence of either

  • Not following what has been requested of you from the branch team

  • Falsification of records or lying

  • Negligent or unauthorized use of company equipment

  • Verbal/sexual/physical/emotional or elder abuse, harassment or bullying of fellow employees or clients

  • Gambling during working hours

  • Asking for financial help or donations during work hours

  • Violation of safety rules and common safety practices

  • Failure to make a prompt report of any accident involving a client and/or client or company property

  • Possession of weapons during working hours

  • Proven theft

  • Securing, or attempting to secure private work with a client

  • Use of inappropriate or vulgar language

  • Violation of Bloom Care Solutions Code of Ethics or Standards of Practice

  • Attending to personal business on company time

  • Behavior or comments that are discriminatory (racial or otherwise)

  • Breach of confidentiality, privacy and/or security practices

  • Conduct that could have a negative impact on the business




In the event that an employee is accused of misconduct, the situation will be investigated immediately. All parties will be given a chance to give their side of the story. It is not unusual for


your work schedule to be placed on hold during the investigation period. During the investigation past performance history will be reviewed to determine whether there is a pattern of inappropriate behavior. This will be used to determine the appropriate level of discipline. Where applicable, the police and/or appropriate authorities and regulating bodies will be notified.


Removal from Client Care


Once you are removed from a client case, you must not under any circumstance contact the client, client’s family or client referral source. If you have forgotten something at a client’s home, contact the office to make arrangements. Failure to follow this policy will result in disciplinary action up to and including termination of employment.


Performance Management


A system of progressive discipline is used to deal with all performance concerns. This system is intended to be supportive to the employee. It is meant to ensure that Bloom Care Solutions expectation, as well as the employee’s needs and limitations are clear to both parties. Each situation is reviewed based on its individual facts and discipline is based on the severity of the incident(s) and/or the discipline history of the employee. Should an incident or event be deemed severe, steps in the disciplinary process may be skipped up to and including termination. Depending on the nature of the concern, the following steps may be implemented after an investigation has taken place:




If the inappropriate behavior continues or there is severe misconduct, the employee may be terminated. All terminations are decided only with consultation with the Human Resources team and/or the approval of the Director of Operations.




We ask that an employee choosing to leave Bloom Care Solutions provide 14 days written notice. This ensures that our clients continue to receive the required care. When an individual decides to leave Bloom Care Solutions s/he is required to return all Bloom Care Solutions materials and equipment including photo ID, electronic and clinical equipment and all completed client documentation to the office within 48 hours of their last day worked.

Upon resigning, you may be asked to go through an exit interview where we collect feedback on your experience at Bloom Care Solutions. This feedback is then used to continuously improve and strive to be an employer of choice.




General Concerns


For any concerns related to your employment:


  • Discuss the situation with your Coordinator

  • If unable to resolve the problem, contact the Director of Operations


Our aim is to work together to resolve any concerns you or the branch may have.



Bullying and harassment is considered very serious and will not be tolerated at Bloom Care Solutions by anyone. All employees are required to read our Violence Prevention policy which outlines the details of harassment and bullying and how to go about preventing or reporting it.

Harassment: is an act or comments that demean, embarrass, humiliate, annoy, alarm or verbally abuse a person and is known or should be reasonably known that the behavior would be unwelcome.

Bullying: is an act or comments that could mentally hurt or isolate someone, and which could involve negative physical contact. It usually involves a pattern of behavior that is intended to intimidate, offend, degrade or humiliate a person or group. It is repeated and persistent negative acts towards one or more individuals, which involves a perceived power imbalance and creates a hostile work environment.

Some Examples of Harassment or Bulling are:


  • Unwelcome remarks, slurs, jokes, taunts or suggestions about a person’s body, clothing, race, national or ethnic origin, color, religion, age, sex, marital status, sexual orientation, family status, physical or mental disability, or other personal characteristics

  • Displays of sexually explicit, sexist, racist, or other offensive or derogatory material

  • Written or verbal abuse or threats of harm

  • Unwelcome physical contact, such as patting, touching, pinching or hitting

  • Humiliating an employee in front of co-workers

  • Gossiping or rumors causing isolation, exclusion or humiliation

  • Vandalism of personal property

  • Abuse of authority that undermines performance or threatens an individual


If you witness another employee being harassed /bullied it is your responsibility to either tell the harasser/bully to stop the specific behavior or if you are not comfortable, to immediately report this to your coordinator. If the alleged harassment continues, asked to speak to the Director of Operations. All concerns will be taken seriously and investigated promptly. The employee has a right to confidentially bring forward the concern about the harasser/bully in order to preserve their safety. Bloom Care Solutions will implement corrective action(s) as required; which may include disciplinary action, up to and including termination of employment.



Work Place Injuries: You are covered by Workers’ Compensation while on assignment with Bloom Care Solutions. Please notify the branch immediately if you are injured or become ill while working or while visiting the office. This includes car accidents that occur between clients but not driving to your first client or home from your last. Seek medical attention immediately for any workplace injury/illness. Tell your health care provider (i.e. Doctor) within 24 hours that you have experienced a workplace injury.

Modified Work Program: We value each employee and we believe that when recovering from an injury, it is important for you to continue to be an integral member of Bloom Care Solutions. The purpose of a modified work program is to offer you suitable modified work to assist you in your return to work. This modified work is safe and medically prudent and will be in consultation with your health care provider.

Reporting Safety Concerns: All employees have a duty under the law to report safety concerns to their immediate Supervisor. If your coordinator is unable to resolve your concerns you are encouraged to inform your Director of Operations.


Common Types of Work Place Injuries


Slip and Falls: There is too little friction or traction between the footwear and the walking surface. Slips and falls injuries occur when hazards are overlooked.


Common causes of slips are:


  • wet or oily surfaces

  • occasional spills

  • weather hazards (wet or icy conditions)

  • loose, unanchored rugs or mats

  • Flooring or other walking surfaces that do not have same degree of traction in all areas.


Common causes of tripping are:


  • poor view when walking

  • poor lighting

  • clutter in your way

  • wrinkled carpeting, uncovered cables

  • bottom drawers not being closed

  • uneven (steps, thresholds) walking surfaces


Preventative Measures




  • clean all spills immediately

  • always close file cabinet or storage drawers

  • cover cables that cross walkways

  • keep working areas and walkways well lit

  • Wear Proper Footwear

    • Flat with good traction – non slip soles

    • Closed toe and closed heel shoes

    • Boots in winter


Personal Safety When Driving Your Car


  • Be sure your car is in good running condition

  • Always keep the gas tank at least ½ full

  • Do not text while driving. Use a hands free device when using electronic items in your car

i.e. cell phones


If your car breaks down in an isolated area:


  • Raise the hood of your car

  • Sit inside the car with the doors locked and call for help if you have a cell phone. Wait until

  • help arrives

  • Leave the window up while you talk to anyone who comes near

  • If someone comes up to your car, ask him/her to phone the police or a tow truck and wait in your car

  • Never pick up hitchhikers When you arrive at your destination:

  • Park your car in a well-lit area that is clear from obstruction and as near as possible to where you are going

  • Do not leave any valuable items visible in your car

  • Make sure you lock all doors

  • Park your car so that you do not have to back out to leave

  • Before re-entering your car check to ensure there are no intruders in the back of your vehicle


If you think a person or another vehicle is following you:


  • Do not drive home

  • Drive to the nearest police station or open business

  • Report the problem to the police

  • Do not allow another car to force you to the side of the road

  • Get the license number and write it down


Work Alone Safety


Healthcare workers in the community may face special risks when working alone in clients’ homes. To ensure your safety, we assess the environment and the conditions under which your work will take place to identify potential risks. When working alone is deemed to be dangerous, appropriate measures will be taken, including such things as: working in pairs, periodic telephone contact, and any other measures deemed appropriate by the branch. If you believe that your safety is in danger, leave immediately. If you feel the situation requires emergency services, call 911 (or applicable emergency #) and then call the branch.


Worker’s Rights to Refuse Unsafe Work


Each province has Health and Safety Legislation in place regarding the worker’s right to refuse unsafe work. Any Bloom Care Solutions employee who believes that s/he or any other employee is working in an environment that is potentially or actually unsafe should contact their immediate coordinator and provide relevant information. If the employee is not satisfied with the resolution they can initiate a work refusal.


Worker Health and Safety Awareness


Bloom Care Solutions requires all staff to submit their Proof of Completion of the Ministry of Labour “Worker Health and Safety Awareness in 4 Steps” Certificate. You can complete your training using Ministry of Labour online free course by clicking on Link below:



Tuberculosis Screening and Testing


As a condition of employment, each employee must provide confirmation that they are free from active, infectious tuberculosis (TB) at hire. This is done by providing proof of a negative 2 step TB skin test (Mantoux), a chest x-ray or documentation from an MD stating non-infectivity prior to being given a client assignment. Retesting is only done if there is a real or potential risk of employee exposure.

Recommended Immunizations for all Care Pros:


  • Annual influenza immunization

  • Measles, Mumps and Rubella (MMR) – two doses

  • Tetanus Diphtheria and Polio (TDP)

  • Hepatitis B (full series with follow up blood work to determine conversion)

  • For Care Pros who have not had chickenpox and who may be exposed, varicella (chicken pox) vaccine is recommended


Prevention and Control Screening


Employees are required to complete infection prevention self-screening questions prior to all client services. If the answer is ‘yes’ for any of these questions below, employees will notify their coordinator immediately and refrain from working with clients.

  • Do I have a new or worsening cough or shortness of breath with a fever >38 C, and accompanied by fatigue, sore throat, joint pain, muscle aches, headaches &/or runny nose?

  • Do I have an undiagnosed or untreated rash?

  • Do I have undiagnosed diarrhea, 3 times or more over the last 24 hours?

  • Do I have a heavily draining wound or any other symptoms suggestive of an infection?


Oxygen Safety


  • Make sure no one smokes in the house when oxygen is in use. Teach other members of the household that smoking should only be done in rooms other than where the oxygen is in use

  • Do not use alcohol or petroleum based products on or near oxygen equipment (such as lotions, creams, aerosol sprays etc.)

  • Keep oxygen cylinders upright and away from heat sources, such as electric blankets, hair dryers or heating pads

  • Keep oxygen at least 6 feet from electric appliances (kettles that spark when unplugged)

  • Turn oxygen off when not in use

  • Keep room well ventilated

  • Do not adjust oxygen unless authorized to do so


Proper Lifting and Body Mechanics


When the client Care Plan requires the use of lifts or transfers, your Manager will assess the situation and determine whether training is needed. If you have concerns about lifting/transferring and the safety of the client or yourself, you can report this to your manager.

Infection Prevention and Control for Care Pros


Infection control practices are guidelines to protect you and your client from contamination with bacteria, viruses, and vermin such as bedbugs and cockroaches. It is important to practice infection control with all your clients at all times. Care Pros are not to work if they have symptoms of illness. It is not appropriate to wear a mask while providing care to a client if you are sick as this may not protect them from your illness. Stay home and get better!

The Public Health Agency of Canada expects all health care providers to be alert for clients with “new or worsening cough or shortness of breath”. Care Pros will complete the Infection Prevention Screener before all client interactions which includes Febrile Respiratory Illnesses. This form will be reviewed with you during your orientation.


Performing Hand Hygiene




  • Before and after every home visit

  • When hands are visibly soiled

  • Before and after performing any client care

  • After contact with a potential source of microorganisms i.e. body fluids/contaminated items

  • Before any invasive procedure

  • After removing gloves

  • Nails must be trimmed and clean. Artificial nails are not to be worn. Nail polish should be clear, intact and no greater than 4 days old

  • Whenever possible, perform hand hygiene in front of the client while explaining the process

  • Hand hygiene health teaching should be completed with all clients/families


NOTE: 70 % Alcohol Based Hand Rub (ABHR) is the preferred method of hand hygiene when hands are not visibly soiled. (Monitor expiry date of ABHR and bottles should not be ‘topped up’. Discard when empty)


Hand Hygiene without Running Water


  • ABHR must be available at the point of care i.e. in pocket, bag or wall mounted

  • Remove jewelry

  • Apply a ‘Lonnie’ sized amount of alcohol based hand rub to the palm and rub all areas of the hand including the back, finger tips, nail beds and webbing. Rub vigorously until completely dry for 15-30 seconds. If the product dries sooner, a larger amount of product should be used

  • Hands must be fully dry before putting gloves on or providing client care

  • It is not necessary to rinse with water or follow with plain soap wash

  • If hands are visibly soiled, use plain soap and water. If soap and water are not available, use a moistened towel to remove debris and follow with ABHR


NOTE: Clients with a diagnosis of C-difficile require meticulous hand hygiene with soap and water as spores may not be removed with ABHR.


Hand-Hygiene with Running Water


  • Wash hands with plain soap and water when leaving the home or office for the first home visit

  • Remove jewelry

  • Avoid bar soap unless it is kept on a rack to allow drainage of water

  • Avoid using the client’s liquid soap as the container, if not cleaned between refills, is a reservoir for micro-organisms

  • Hold hands under continuous warm, running water, rubbing vigorously over all surfaces of both lathered hands and between fingers, for a minimum of 15-30 seconds

  • Rinse with fingertips down, under running water

  • Avoid splashing in order to prevent contamination of clothes or other skin surfaces

  • Use paper towels to dry hands and to turn off faucets

  • Care of the hands requires the use of moisturizers frequently throughout the day. Hands that are dry or chapped can increase the risk of infection transmission.


NOTE: It is recommended that Care Pros carry their own plain soap wherever possible and avoid following hand washing with ABHR as this can cause excessive skin irritation


Routine Practice and Additional Precautions


Care Pros will provide care respecting Infection Prevention and Control practices at all times, which includes assessing the risk of infectious organism transmission before every client interaction.

Additional precautions include the use of Personal Protective Equipment when an infectious disease is present or could be present. For example, Care Pros are to wear gloves when caring for a client requiring contact precautions, wear masks when respiratory secretions could be infectious and gowns when clothing could become contaminated.


Exposure Control


If an unprotected exposure to an infectious disease occurs such as a sharps injury, face or eye splash or late notification of the infectious disease, the Care Pro must report this to the office as soon as  possible. Your Manager will assess the exposure and give you direction concerning medical follow up and claims forms to be completed. Blood and body fluids spills are to be cleaned according to the Infection Prevention and Control policy. Dispose of contaminated articles (used gloves, dressings, bandages etc.) into a plastic lined trash can or biohazard waste bag depending on your location of care. Gloves should ONLY be worn when needed and changed in accordance to routine practice.


Sharps Safety


  • Syringes and other contaminated sharps must be disposed of in puncture proof containers

  • Containers are to be changed when 2/3 full and sealed before disposal

  • Never re-cap or manipulate used syringes

  • Safety Engineered medical sharps are required for use by law

  • Report any evidence that sharps have not been disposed of correctly

  • Report any sharps injury immediately to your branch

  • Ensure that all of your vaccinations are up to date



If you suspect abuse, neglect or exploitation of a client, report it to the branch IMMEDIATELY.


Abuse is All about Power and Control


  • It violates a person’s right to feel safe in their own home

  • It can be punishable by law

  • It often increases in frequency and severity over time

  • Victims of abuse may feel they deserve the abuse, so they do not report it

  • Most abusers are family members

  • The abuser may show moody or angry behavior


Physical Abuse: can be any action, which causes physical discomfort, pain or injury, which causes bodily harm or mental distress. Some examples are:

  • Pinching, slapping, pushing, shoving, rough handling, poking, pulling hair, biting, tickling, punching, grabbing etc.

  • Confining a person to one room, bed or chair


Neglect: failing to give someone who is dependent what s/he needs. Neglect may be done on purpose or may be unintentional. Here are some examples:

  • Nutritious food and shelter so that they are safe, warm and comfortable

  • Socialization, a lack of supervision, denying social contacts inside or outside the home

  • Medical needs; hearing aids, walkers, glasses, canes, wheelchairs etc.

  • Emotional support

  • Physical support; personal care required to maintain good health


Emotional/Psychological Abuse: lessening the client’s sense of dignity or self-esteem.


This can be done by:


  • Humiliation, insults, threats of harm, ignoring and denying access to friends, grandchildren or community resources

  • Not respecting privacy, belongings or pets

  • Not granting choices

  • Ignoring health needs

  • Blackmail


Financial Abuse: not being allowed to make one’s own decisions about money or misuse of another person’s money, such as:

  • Being overcharged for services

  • Being forced to sell or sign over property, home or assets

  • Having family members move into your home

  • Uneven division on shared costs for running a home

  • Being asked to loan or give money without consent or an agreement for repayment

  • Theft of money, pension cheques or possessions

  • Wrongful use of Power of Attorney


Sexual Abuse: any unwanted sexual behavior. This can include:


  • Sexual comments

  • Fondling or sexual assault

  • Being forced to perform degrading acts


Medication Abuse: not giving medications to the client as prescribed by the Doctor


  • Giving more medication than recommended

  • Giving less medication than prescribed or no medication at all, when it is needed

  • Giving medications that can cause bodily harm


Thank you

We would like to take this opportunity to thank you for taking the time to review the Care Pro Handbook. We know that you will have a productive and enjoyable experience with Bloom Care Solutions and we look forward to supporting your growth and celebrating your achievements. You are now part of a great team that strives to make the Bloom Care Solutions unique through service excellence!

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