Worcester Business Journal

Fact Book November, 2017

Issue link: https://nebusinessmedia.uberflip.com/i/903631

Contents of this Issue


Page 31 of 59

32 Worcester Business Journal | Fact Book 2017 | wbjournal.com I n 2005, Greg Lindstrom, along with his parents Robert and Sandra, founded Visiting Angels in Worcester. Although Greg's parents are now retired, they were instrumental in developing the company's core beliefs and have left Visiting Angels in capable hands. Under Greg's leadership, the com- pany has become one of the leading providers of private duty home care in the greater Worcester area. What is your main focus and how do you operate as a franchisee? We are a private duty home care agency that provides hourly companion and hourly/live-in personal care services for seniors. We are the Worcester franchisee of Visiting Angels, Living Assistance Services (the franchisor). Our franchisor was founded in 1998 and has more than 550 locations in the United States, as well as a few locations overseas. Our Worcester location has been independently owned and operated since 2005. We are very proud that we are highly respected in the Worcester community, but I would point out that the franchise is highly regarded in the United States as well. We've been voted one of the top three home care franchises every year, as well as one of the best franchises in general. We are lucky to be part of such a wonderful franchise. We couldn't have picked a better partner. Who are your clients and what services does Visiting Angels provide? We assist elderly and disabled individuals who live in the local Worcester community and in surrounding towns. Our staff strives to enhance the quality of life for our clients, while helping them continue to live at home. Visiting Angels home care professionals incorporate "Activities of Daily Living" into our services. Our case managers develop a personalized care plan that meets the needs of the individual client. Certified nursing assistants and home health aides provide respite care for families, companionship, personal care, meal preparation, light housekeeping and medication reminders. They will also do laundry and run errands. What are the keys to providing superior service? To ensure that your company delivers superior service you need to engage in a detailed and strict hiring process, a practice we have done for years. The office staff you create should be able to grow efficiently with your clients' needs. You also need to make sure the lines of communication are always open. We com- municate on a regular basis with our caregivers and clients and we also show appreciation for our caregivers. If I had to choose one key word, it would be communication. What are your core beliefs? We believe that our company should be run as an upside down triangle. That means I am at the bottom, then comes our office staff, and caregivers and clients sit at the top. It's my job to serve my office staff. I should provide them the tools, structure and a positive environment in which to work. They then pass on those same tools, attitude and support to the caregivers, who are the most important people in our company. Everyone is treated with utmost respect and appreciation. The positive attitude that we cultivate in all our staff at Visiting Angels creates a positive out- come for our clients. When families are looking for a home care agency, what questions should they ask before starting services? It's important that families ask many questions. How do I know Visiting Angels: Core beliefs drive this home care agency to excel Greg Lindstrom, President Address: 255 Park Avenue, Worcester, MA 01609 Phone: 508-757-4014 Website: www.visitingangels.com Visiting Angels Home Care that my family member will be safe is one of the first questions families should ask. They should look into an agency's policy on background checks. A good agency will routinely conduct a national background check as well as Massachusetts CORI check. Families should also ask if the agency is employee-based and bonded and insured. Is the agency HCA accredited and how do they measure quality assurance with their clients? There are 60 agencies that are accredited with the Home Care Alliance of Massachusetts and you want to select one of them. Also, does the agency periodically conduct an independent client satisfaction review? We use Home Care Pulse Inc. to measure our caregiver and client satisfaction scores every month. Families should inquire about the frequency with which staff is supervised in the field. Ideally, a good agency will make unannounced field visits for optimal oversight on caregivers. Do all caregivers hold a home health aide (HHA) or nursing assistant license? We only hire cer- tified HHA's and nursing assistants. What are your goals for the future? First, we are determined to continue providing quality home care at an affordable price. That means adhering to our core beliefs, hiring and retaining the best caregivers, treating them respectfully and communicating openly with our families. Every day we feel privileged to help our families remain in their homes. It's amazing to witness the relief and satisfaction families feel because they have chosen to entrust their loved ones with our agency and our capable caregivers. FB Greg Lindstrom S P O N S O R E D S E C T I O N C E O I N T E R V I E W

Articles in this issue

Links on this page

Archives of this issue

view archives of Worcester Business Journal - Fact Book November, 2017