Client-centric care

At Searchlight Senior Services, we believe that the primary goal of any home-care business should be to provide care tailored to the individual client's needs, rather than being solely driven by metrics such as volume or business structure. While questions about rates and minimum hours are important for potential clients and referrers, we find they often shift the focus away from the client and onto the business itself.

Home care is a service rooted in human need, not just a transactional commodity. When a business prioritizes metrics designed to increase profit or streamline procedures for efficiency, it's crucial to consider the potential consequences. For example, focusing heavily on caregiver utilization and billable hours can lead to caregivers being rushed from one appointment to the next, leaving no buffer time for unexpected client needs.

Our philosophy is to focus on person-centered metrics and qualitative outcomes, using metrics as indicators of care quality rather than just financial efficiency. We prioritize continuity and trust, which are reflected in stable caregiver assignments. This approach demonstrates our understanding that care is personal and intimate, allowing us to build deep rapport and a comprehensive understanding of the client’s personal needs, preferences, and complex medical history, thereby prioritizing both safety and comfort.

While sending a caregiver for a shorter duration might not always be ideal from a financial metrics perspective, we believe other factors are more important. Even if a caregiver initially spends less time with a client due to time limitations, we are actively building rapport and a sense of security. Overcoming physical challenges involves not only restoring the body but also building confidence, which requires trust—and trust takes time.

I often describe our care as client-centric. This means we avoid adding to a client's stress by dictating a minimum number of hours they must accept to receive our services. We are providing a service for the client, and if that means taking more time for them to feel comfortable, that is precisely what we provide.