2022 Edition

Home Care and Support Services (CA-HCS) 4: Access to Services

The organization works with other providers to build community awareness of potential recipients of home care and support so services can be accessed, as needed.




Individuals who receive Home Care and Support Services obtain a maximum level of independence, functioning, and health, and extend the time it is possible to live safely at home and in the community.
All elements or requirements outlined in the standard are evident in practice, as indicated by full implementation of the practices outlined in the Practice Standards.
Practices are basically sound but there is room for improvement, as noted in the ratings for the Practice Standards; e.g.,
  • Minor inconsistencies and not yet fully developed practices are noted; however, these do not significantly impact service quality; or
  • Procedures need strengthening; or
  • With few exceptions, procedures are understood by staff and are being used; or
  • For the most part, established timeframes are met; or
  • Proper documentation is the norm and any issues with individual staff members are being addressed through performance evaluations and training; or
  • Active client participation occurs to a considerable extent.
Practice requires significant improvement, as noted in the ratings for the Practice Standards. Service quality or program functioning may be compromised; e.g.,
  • Procedures and/or case record documentation need significant strengthening; or
  • Procedures are not well-understood or used appropriately; or
  • Timeframes are often missed; or
  • Several client records are missing important information; or
  • Client participation is inconsistent. 
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the Practice Standards; e.g.,
  • No written procedures, or procedures are clearly inadequate or not being used; or 
  • Documentation is routinely incomplete and/or missing.      
Self-Study EvidenceOn-Site EvidenceOn-Site Activities
  • Tool(s) for conducting preliminary needs evaluations with prospective service recipients and their caregivers
  • Sample information for caregivers distributed in the community
  • Interviews may include:
    1. Program director
    2. Relevant personnel
    3. Persons served


CA-HCS 4.01

The organization increases the availability of information for caregivers by distributing information about available services and supports at locations throughout the community.
Examples: Information about how to obtain services or a referral may be provided at local health facilities, recreation centres, community bulletin boards, town halls, and community-based social service organizations.


CA-HCS 4.02

Staff who serve as a gateway to services evaluate:
  1. the extent and kind of services an individual needs and wants; and
  2. the strengths and capabilities of caregivers, including unidentified quality of life concerns related to care giving demands.


CA-HCS 4.03

Individuals receive timely information about institutional care when caregivers can no longer manage an unsafe, unhealthy, or stressful home situation.