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24-Hour Care Coordination and Emergency Backup Childcare: Conversation with Homewatch CareGivers in Ann Arbor, Michigan

4/20/2010 2:29:45 PM

We sat down with partners Breanne Stuart and Faranza Surati from Ann Arbor, MI for the scoop on what inspired them to open their Homewatch CareGivers business, what they’re most proud of and what makes them different.

Breanne Stuart & Farzana Surati
Location: Ann Arbor, Michigan
Time With Homewatch CareGivers: 2 years
 
What inspired you to open your Homewatch CareGivers business?
 
Our inspiration came mostly from personal background. Breanne’s father had colon cancer, and she was part of the care giving process along the way. She and her family found it hard not knowing who could help, and not having a lot of options for quality home care. I (Farzana) come from an Indian background, where the eldest son typically cares for his parents when they age. Since I’m one of four daughters, we had to come up with an alternative plan, and home care seemed like something that could help. We quit the corporate world to do something a bit more fulfilling, and knew that this was the direction we needed to go.

 

What is something that you or your employees have accomplished that makes you most proud?

 

Our caregivers become an extension of the client’s family. Whether they need help doing taxes, writing a letter to a grandchild, or getting to a doctor’s appointment, our caregivers are here. They are so well rounded, and are always looking for more knowledge and further education in order to better themselves for their clients. They go above and beyond expectations — we always have clients coming to us, saying our caregivers spoil their parents (which we think is great!). We’re so proud of them.
 
What has been your greatest challenge, and how have you dealt with it?
 
One of our largest challenges is staffing and scheduling. We promise our clients that we can have a caregiver on the spot no more than two hours after the initial call. In order to fulfill this, we require that everyone in the office (human resources included!) be a certified caregiver. There are still times when we’re swamped, even with our back-ups in! We’ve always offered emergency childcare, but have recently seen a tremendous growth in the need for it. Through the past months, with the holidays and now spring break, we’ve provided more than 250 hours of childcare. Many parents have become repeat customers, and we continue to build relationships with them. This has contributed to the challenge of staffing, but we’re currently developing a childcare-specific caregiver program to accommodate our clients.
 
Tell us about one client that has really touched you or your team.
 
In the next few weeks, we will be celebrating our one-year anniversary with one client, Phyllis, by going out to dinner. She is a sweetheart and we have all grown so attached. Initially, we were competing with another home care company for her needs. Thankfully, she chose us and we have learned so much from her. She comes from a Jewish heritage and has taught all of our caregivers amazing recipes and tidbits of her culture.
 
Another woman, Yvette, has a daughter and 6-year old grandson who live in Seattle. We have become her primary caregivers, as she lives in Michigan, and needs most everything done for her. About a month ago, she suffered from complications of multiple sclerosis and ended up in the hospital. Our caregiver was there every step of the way, making sure she was comfortable and at ease in the hospital. When Yvette was released, the doctors suggested she move into a rehabilitation facility until she regained her strength, but she refused. She wanted her caregiver to be with her instead. Our caregiver was there round-the-clock until Yvette recovered. This is an example of the kind of relationship we strive for with each client. It’s so fulfilling.

 

What sets your franchise apart from competitors in your area?
 
Our attention to detail and professionalism are second to none. Each client receives what we call “care coordination,” whether it is a client and their family members, a prospective client or a referral source. We want to be connected to our clients and serve them as best as we possibly can. We strive to not only help them navigate the path that they are facing, but also provide them comfort along the way.

Homewatch CareGivers

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