what to expect

Initial Consultation

Setting up your services starts when we receive a request for information or service from you or someone acting on your behalf such as a family member, a medical professional, a community resource, a concerned neighbor, etc. We respond by providing information about our Agency and our services in-person, via telephone, email, fax, social media or mail. This information will help you make a decision as to whether you want to engage Coulee Family Services. During this session you would meet the Care Coordinator that would be the primary liaison with you or your family member.

Needs Assessment (Home Care)

If you choose to proceed with us, someone from our Agency will visit you at your home (if providing home care).  He/she will work jointly with you and/or your representative to determine:

  • what your needs are;
  • what services you need to meet these needs; and,
  • if we can safely and efficiently deliver the services you need.

If the services you require are not amongst those we provide, with your consent, we may make a referral to another service provider.

Care Plan / Proposal

If your needs fall within our scope of services, our Agency Representative will work with you and/or your representative to develop a Care Plan including Activities for Daily Living (ADL’s) which outlines the tasks within your Care Plan that will be delivered. This becomes a written proposal. It will outline your identified needs and will specify the types of services needed to meet your needs. The Care Plan will also list the times and frequency of service visits and document your preferences in service delivery with its associated cost.

Fees for services are variable based on:

    • the type of care or service needed;
    • when it is provided; and,
    • where it is delivered.
  • There are no costs for our initial visit and “non-medical” assessment, but a charge may be levied if a Nursing Assessments is needed.
  • Mileage fees may be applicable in some circumstances.
  • Costs are worked out and discussed with you prior to commencement of service.
  • In some cases, a deposit is required.
  • We give two weeks written notice of any changes to our service rates.
  • Statutory Holiday charges are 1 ½ times our standard rate.
  • Overtime charges are 1 ½ the standard rate.

Service Agreement

Once the Care Plan is mutually developed and you give your informed consent, our Agency Representative and you or your representative will sign a written agreement, called a Service Agreement.  It details the services to be provided and the terms & conditions for receiving the services.  This Service Agreement must be completed and signed before we can start delivering services to you. You will be given a copy of this signed Service Agreement.

 Ideally two weeks lead time is recommended so we have ample time to make arrangements for service delivery.

Scheduling Service

Certain things need to be considered when scheduling your service delivery including:

  • type of service you require;
  • degree of expertise required to deliver the service(s);
  • availability of appropriately trained Caregivers; and, priority of the service needed.

While we will do our best to arrange service during your preferred days and hours, we can’t promise that we can accommodate your timeframes, as certain hours and days are more popular than others.  Therefore, we will ask you to give us other options. Our goal is to provide you with regularly scheduled Caregivers.  However, there may be occasions when the same Caregiver is not available during the timeframe you want. In these cases, another appropriately trained Caregiver will be provided.  You will be advised in advance of the substitution, wherever possible.

Family Portal App Setup

We want you to feel “in the loop” on the care we are providing. Care plan details and schedules are created and monitored in our client care software, called Axiscare, an award-winning platform specifically for home care. This helps us manage your care plan, communicate with caregivers and allows you and your family to view the schedule, assigned caregivers and care plan progress/notes in real time. You will receive instructions on how to download our app and provided within login details.

Ongoing Support and Feedback

At Coulee Family Services, we do our very best to treat each client like family and deliver exceptional care that we would want for our own family member. To help us meet these quality standards, we want to hear from you! Your satisfaction is very important to us so we welcome your feedback at any time. To share information with our team, please reach out to your Care Coordinator at 403-223-7888 or email us at
“Our family hired Coulee Family Services to provide care for our elderly mother. The office staff and caregivers have worked tirelessly to accommodate mum’s changing needs. They have shown professionalism and competence whether they were providing full-time or part-time care. We also used their services to provide assistance in transporting mum to and from appointments. The agency staff has been considerate of our family and communicated on-going concerns in a timely manner. I highly recommend Coulee Family Services.”
Vickie C

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