1. What is home care and for whom is it intended? 

Home care from Miraflors provides professional care and support at home for people who can no longer ensure their health independently due to an illness, condition or other circumstances. This can range from temporary help after surgery to long-term support for chronic conditions. Home care enables clients to continue living in their familiar surroundings while receiving the care they need.

• What types of home care do you offer?

We offer Nursing, Care and Domestic help. See (link).

• In which region do you offer care?

We can be reached for care in the city of Utrecht. See (link) contact.

• How can I apply for home care?

To apply for home care, you do not need a referral. You can call us, email us or fill in the contact form. A district nurse will go through your care needs with you and assess whether you qualify for an indication. 

• What happens during an intake interview? 

At an intake interview, the district nurse assesses whether your care request fits the criteria for making an indication. Your symptoms, home situation, informal carers and what is still going well are all assessed.

• Can I choose which healthcare provider comes to me? What happens if my regular carer is sick or goes on holiday?

You cannot choose which healthcare provider comes to you. We assess what knowledge and experience is needed to provide you with the right care. If you have a preference between male or female care providers, for example, you can indicate this but this does not guarantee that this preference can be met. We aim to work with a permanent team as much as possible. These colleagues replace each other in case of absence. 

• How soon can care start?

If the district nurse has made the indication, you should send this indication to your insurer with an authorisation form. Once they have confirmed that the care can be provided, the nurse can discuss with you when the care can start.

• What should I do if my care needs change?

If your care needs or health changes, you can discuss this with your care provider. He/she will coordinate with the district nurse whether your care indication and thus amount of care should be adjusted.

1. What does home care cost?

The cost of home care varies. This has to do with your indication. If you need temporary care, this is paid for by the health insurer (Healthcare Insurance Act). If you need chronic care, this goes through the care administration office (Long-Term Care Act). If you only need domestic care, this goes through the municipality (Social Support Act). 

1. Is home care reimbursed by the health insurance company?

If you need temporary district nursing care, this will indeed be reimbursed by the health insurer. Your health insurance policy conditions determine the amount of reimbursement for home care.

1. What is the difference between contracted and non-contracted care?

In the case of non-contracted care, you must first ask your health insurer whether you may receive care from the healthcare provider. Your healthcare insurer's website will explain what its procedure is. With contracted care, you do not need to ask. The policy conditions of your health insurance policy determine the amount of reimbursement for home care. 

1. Do I have to pay a co-payment?

Home care is not deducted from your excess. Depending on your insurance policy conditions, the costs will be reimbursed in full or in part. If the insurance covers part of the costs, you will be charged for the remainder.

1. Do you help arrange indications or funding (WLZ, WMO, Zvw)?

Our district nurses make the indication for care. Applying for funding for the indicated care must be arranged by you or your informal carer.

1. What does personal care involve?

When you need help with personal care, this involves actions such as washing, dressing and brushing your teeth. These are the tasks you perform to keep your hygiene in order. So at Miraflores, we see this as a healthy foundation for every person.

1. What tasks does a nurse perform?

The nurse is responsible for indicating, planning, implementing and evaluating your care. The nurse makes nursing diagnoses that contribute to improving your health and sets goals in this together with you. The nurse then sets to work organising and implementing this care around you.

1. Can I also get care in the evening, at night or on weekends?

It is possible to receive care in the evening. For the night, we can only be reached in case of an emergency. You can call the number given to you at your intake interview.

• Who are your caregivers?

See link for our staff. Our team consists of a mix of nurses, carers, aides and domestic workers.

• Are your staff qualified and BIG-registered?

All our employees are qualified to do the work for which they are employed by us. Depending on the type of job, an appropriate BIG registration applies here.

• Does the same caregiver always come to your home?

We aim to work with a permanent team as much as possible. These colleagues replace each other in case of absence. Depending on your care needs, different colleagues may visit you on 1 day.

• How will the healthcare provider handle my privacy?

Our staff come to your home to provide care, thus entering directly into your private situation. Our staff know how to adapt to your situation. The training they have received and our guidelines support them in this. Your personal data are processed in the Nedap Us system. This complies with all applicable AVG standards. The Ict company we work with is Nen certified.

• What is an Electronic Client Record (ECD)? - 

In the Electronic Client Dossier(ECD), care providers keep track of the progress of your care process. You yourself also have access to this system and can therefore actively contribute to your care. See https://www.carenzorgt.nl/

• Is it possible to get extra care, e.g. domestic help?

See domestic help.

• What care do you offer?

We offer post-rehabilitation care for people coming out of hospital or from a rehabilitation centre. This is care in keeping with the nature of recovery and self-direction. We also provide care and nursing services tailored to the individual needs of our clients.

• Do you also offer specialist care such as palliative care or home respiration?

No.

• What is your vision of care?

Link to mission/vision statement

• How can I reach you for questions or emergencies?

You can contact your healthcare provider for questions about your care process. You can also call the central number. At night, should you find yourself in a situation related to the care you receive from us, you can call ... For medical questions or urgent matters, you should call your GP or ambulance

• Are you an accredited healthcare facility?

We are a licensed healthcare organisation, registered under agb code ...

• Do you work with GPs, hospitals or other institutions?

Ja we collaborate with several GPs, hospitals and rehabilitation centres. This ensures smooth coordination, referrals and inter-collegial consultations. If your care provider is not yet known to us, we will be happy to enter into new collaborations.

• How can I give feedback or make a complaint?

If you have feedback or would like to discuss a complaint, there are several ways to do so.

• You can discuss this with your healthcare provider
• You can call the central number
• You can make this known by e-mail.

Should you actually have a complaint and report it, it will be dealt with according to our complaints protocol.

• What happens to my complaint?

If you have a complaint, it will be taken up by our complaints officer. This will contact you and from there explore what is going on and what is needed to resolve this complaint to your satisfaction. For complaints/incidents of a particular nature, the complaints officer will discuss this with management. All feedback we receive is shared and discussed with the care team so that we can adjust our practices accordingly.

• Can I transfer to another healthcare provider within your organisation?

If a situation arises where you are dissatisfied with one of our staff members, you can make this known via the central number. Depending on the situation, a solution will be sought with you and the healthcare provider that fits within the organisation's values.