Prepared by: Kelly Schmunk, Administrator
Last Updated: July 1, 2025
Welcome to Silver Home Care. We are honored that you have chosen us to support your care needs. From your very first day of services, you can expect to be treated with dignity, kindness, professionalism, and respect. Our caregivers and staff are here to protect your independence while ensuring you feel safe, valued, and cared for.
This handbook explains your rights and responsibilities and what you can expect from us as your care provider. It also shows how Silver Home Care follows Pennsylvania and federal requirements to protect you. Throughout this handbook, you will see references to the forms you signed when beginning services — including your Service Agreement, Consent for PHI, and Client's Rights — along with the policies we follow every day.
If you ever have questions, our office staff and supervisors are available to help. We welcome your feedback, and we want to hear from you so we can continue improving the care we provide.
Regulatory References: 55 Pa. Code § 52.11; 28 Pa. Code Ch. 611.
Policy References: Service Agreement; Consent for PHI; Client's Rights.
Silver Home Care
680 Lincoln Hwy, Fairless Hills, PA 19030
We make every effort to answer calls as they come in. If we're unavailable, your call will be returned as quickly as possible — typically the same day, and always by the end of the next business day.
For emergencies, always call 911 first. Then notify the office if the emergency affects your care or schedule.
| Day | Office Hours |
|---|---|
| Monday – Friday | 9:00 AM – 5:00 PM |
| Saturday – Sunday | Closed |
Note: Clients receiving care outside these hours still have 24/7 access to support via our on-call line at 800-719-6912.
We operate in full compliance with 28 Pa. Code Chapter 611, 28 Pa. Code Chapter 52, and all applicable federal, state, and contractual guidelines.
At Silver Home Care, we improve lives one visit at a time by embracing the values of independence, choice, and Person-centered care. Our philosophy centers on the belief that every individual has the right to shape their own care experience — and that our role is to support that autonomy.
We believe every individual has the right to:
Our services are built around:
"We believe the most powerful care is the kind that helps you feel known, respected, and supported — on your terms."
You have the right to:
To support safe and effective care, we ask that you:
Silver Home Care does not discriminate based on race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, or any other protected characteristic. Services are provided in accordance with Title VI of the Civil Rights Act, Section 504 of the Rehabilitation Act, the Americans with Disabilities Act (ADA), and all applicable state and federal laws.
Regulatory References: 28 Pa. Code § 611.57; 55 Pa. Code §§ 52.11–52.18; Title VI; Section 504; ADA.
Silver Home Care is committed to effective communication with all clients, including those with limited English proficiency, hearing loss, vision impairment, or other communication needs. You have the right to receive information in a language and format you can understand.
To request communication assistance, contact our office at 800-719-6912 or email [email protected]. We will arrange services promptly and at no charge.
Regulatory References: Title VI of the Civil Rights Act; Section 504; ADA; 28 Pa. Code § 611.57.
Home care can be funded through several sources. Understanding your coverage options helps ensure you receive the care you need without unexpected costs.
If you are enrolled in a CHC Managed Care Organization (PA Health & Wellness, UPMC, or Keystone First), your services may be covered at no cost based on your approved care plan.
Eligible veterans may receive home care benefits through VA programs. We can assist with enrollment verification.
For clients paying out-of-pocket, we offer competitive hourly rates. A rate sheet is provided during intake, and we are happy to discuss flexible scheduling options.
Many long-term care policies cover in-home personal care. Contact your insurance provider to verify benefits.
Silver Home Care provides non-medical services only. We do not provide skilled nursing, physical therapy, medication administration, or medical treatments. If you need medical services, we can help coordinate with home health or hospice providers.
Questions? Contact us at 800-719-6912 to discuss your coverage and payment options.
If you need to cancel a visit, please notify us at least 24 hours in advance. Repeated late cancellations or no-shows may affect scheduling priority.
If you are experiencing financial difficulty, please speak with our office. We will work with you to find a solution, which may include adjusted payment schedules or referrals to community resources.
Questions about billing? Call 800-719-6912 or email [email protected].
Silver Home Care provides non-medical personal care and support services designed to help you live safely and independently at home.
Temporary relief for family caregivers — allowing them to rest, work, or attend to other responsibilities while their loved one receives quality care.
Important: We do not provide skilled nursing, medical treatments, or medication administration. If you need medical services, we can help coordinate referrals.
Every client receives an individualized care plan developed collaboratively to reflect your needs, preferences, and goals.
We contact you to introduce ourselves, explain our services, and gather initial information.
A supervisor visits your home to assess your needs, preferences, home environment, and safety considerations.
Based on the assessment, we develop a written care plan that outlines the services you will receive, how often, and by whom.
Care plans are reviewed regularly (at least every 6 months or when your needs change) to ensure they remain accurate and effective.
You (and your family or representative, if applicable) are active participants in care planning. We encourage you to:
Regulatory References: 28 Pa. Code § 611.55; 55 Pa. Code § 52.14.
We are committed to hiring qualified, trustworthy caregivers who reflect our values of kindness, respect, and professionalism.
Before any caregiver is assigned to your home, they must:
All caregivers receive training in:
Caregivers must demonstrate competency before providing care and complete annual refresher training to maintain skills.
We do our best to match you with a caregiver who fits your needs, preferences, and personality. If you are not comfortable with your assigned caregiver, please let us know — we will work to find a better match.
Regulatory References: 28 Pa. Code §§ 611.52, 611.55, 611.56; 55 Pa. Code § 52.11.
You have the absolute right to be safe. Silver Home Care has zero tolerance for abuse, neglect, or exploitation of any kind.
If you experience or witness abuse, neglect, or exploitation, report it immediately:
Silver Home Care: 800-719-6912
Adult Protective Services: 1-800-490-8505
PA Department of Health Hotline: 1-800-254-5164
911 (if in immediate danger)
All caregivers are mandated reporters — they are legally required to report suspected abuse or neglect. You will never face retaliation for reporting a concern.
Your safety is our priority. Every report is taken seriously and investigated promptly.
Your safety is our highest priority. Caregivers are trained to recognize hazards, respond to emergencies, and follow safety protocols during every visit.
Always call 911 first in a medical emergency.
Then notify Silver Home Care at 800-719-6912 so we can coordinate follow-up care.
All caregivers are trained in:
To keep everyone safe, we ask that you:
We maintain emergency plans for weather events, power outages, and other disruptions. If your scheduled visit is affected, we will contact you as soon as possible to reschedule or arrange backup care.
Regulatory References: 28 Pa. Code §§ 611.55, 611.57; 55 Pa. Code § 52.17.
You have the right to voice concerns, file complaints, and request changes without fear of retaliation. We welcome your feedback — it helps us improve.
You can report concerns in any of the following ways:
You may also contact these agencies directly:
PA Department of Health: 1-800-254-5164
PA Human Relations Commission: 717-787-4410
Office for Civil Rights (HHS): 1-800-368-1019
Your MCO (if enrolled in CHC Medicaid)
No Retaliation. You will never be penalized for filing a complaint or raising a concern.
Many clients use home surveillance cameras for security and peace of mind. We respect your right to monitor your home while also protecting the privacy of caregivers.
If you have concerns about care quality or caregiver conduct, we encourage you to speak with us directly. We are committed to resolving issues quickly and fairly.
Note: Audio recording without consent may violate Pennsylvania's wiretapping laws. Please consult legal counsel if you have questions about recording.
Clear communication helps us deliver consistent, reliable care. Here's what to expect and what we ask of you.
Call us immediately at 800-719-6912. We monitor attendance and will take action to ensure your care is not disrupted.
Regulatory References: 55 Pa. Code § 52.44; 28 Pa. Code § 611.57.
To protect you and maintain the integrity of our services, Silver Home Care enforces strict financial boundaries.
Medicaid fraud is a serious crime. Examples include:
To report suspected fraud:
PA Office of Attorney General: 1-800-932-0582
HHS Office of Inspector General: 1-800-447-8477
These boundaries protect you. If a caregiver asks you to do any of the above, report it to our office immediately.
An advance directive is a legal document that outlines your wishes for medical care if you become unable to communicate them yourself. While Silver Home Care does not provide medical services, we support your right to plan for the future.
Note: Creating an advance directive is voluntary. Your care will not be affected by your decision to have or not have one.
You have the right to end services at any time, for any reason. If Silver Home Care must end services, we will provide advance notice and explain the reason.
You may discontinue services at any time by notifying our office. We appreciate as much notice as possible to ensure a smooth transition.
Silver Home Care may end services under certain circumstances, including:
We will work with you to resolve issues before termination whenever possible and assist with referrals to other providers if needed.
Regulatory References: 28 Pa. Code § 611.57; 55 Pa. Code § 52.44(b).
Silver Home Care is required to report certain incidents to protect your safety and comply with state and federal regulations.
We notify the appropriate authorities when any of the following occur:
Depending on the type of incident, we may notify:
Please notify us immediately if you experience a fall, injury, hospitalization, or any event that may affect your care. Early communication helps us respond quickly and adjust your care plan if needed.
Regulatory References: 28 Pa. Code § 611.57; 55 Pa. Code §§ 52.17, 52.18.
Silver Home Care is committed to protecting your personal and health information in compliance with HIPAA (Health Insurance Portability and Accountability Act) and Pennsylvania law.
We only share your information when:
To exercise any of these rights, contact our office at 800-719-6912 or email [email protected].
Regulatory References: HIPAA Privacy Rule (45 C.F.R. Part 164); 28 Pa. Code § 611.57.
We are honored to support you in your home. If you have questions about anything in this handbook, please don't hesitate to contact us.
680 Lincoln Hwy
Fairless Hills, PA 19030
Prepared by: Kelly Schmunk, Administrator
Last Updated: 7/1/2025
Silver Home Care is committed to protecting you from abuse, neglect, exploitation, intimidation, or retaliation. Caregivers are trained as mandated reporters, which means they are legally required to report any suspected abuse or neglect.
If you ever feel unsafe, you should:
All reports are taken seriously and investigated promptly. Silver Home Care also reports critical incidents to the proper authorities and your managed care organization if applicable.
Regulatory References: 28 Pa. Code § 611.57; 55 Pa. Code § 52.18.
Policy References: Critical Incident Management – Incident Reporting Policy.
Intake Paperwork: Client's Rights; Complaint Resolution.
