10 Most Trusted Home Care Providers 2021

1. 2021 | VOL. 04 | ISSUE-02 1 MOST TRUSTED HOME CARE PROVIDERS #TIMELESSTECH Evolution and Integration of the Revenue Cycle Management (RCM) System 2021 PROBLEMS&SOLUTIONS Working Remotely and the Challenges that come with it. Chapters HEALTH SYSTEM REDEFINING COMMUNITY-BASED HEALTHCARE ANDREW MOLOSKY PRESIDENT AND CEO |

4. Healthcare at Home A Solution to Modern Day Challenges A s the world gets flatter, the empty nest syndrome gets stronger. While parents encourage children to explore the best career opportunities, loneliness coupled with age can take a toll on both emotional and physical wellbeing. transportation, visits to banks or the doctor, supporting the client or patient by doing the laundry and housekeeping, or even shopping. Right from meal preparation, caring for the sick or even healthy senior citizens who live alone, medication reminders, running errands, care during illness, serious injury, progressive diseases like Alzheimer’s, Dementia, even for companionship or palliative care, home health care service providers are taking care of every small and big need of the client. The elderly, thus, living alone need physical and psychological care. The Covid-19 pandemic has only written this large and clear on the wall. Here comes the crucial role of home care centres that are providing professional health care services so that a person can live safely at home. Be it hospice or palliative care for adults and children with serious illness, from in-home to community-based services, these service providers are leaving no stone unturned to cater to the individual needs of clients or patients. The demand for home care services is on the rise across the globe. With the increase in the aging population globally, the need for at home services has also multiplied. In the US alone, more than 16 percent of the population are in the age group of 65 years and above. Increasing life expectancy has also led to rising number of chronic diseases. Home care services are not restricted to the elderly but also extend for children who need assistance and for those who do not need hospitalisation but recuperation. This is indeed the time for home health care. Care in the home for those aging and alone is a better option than nursing homes as they would feel more comfortable in known surroundings, and homes provide a healthier environment than in hospitals. Home care is also for better patient outcomes and is cost efficient. Besides, those under home care can be seamlessly connected with loved ones. Technology has made it even easier to monitor the client. Electronic health records, artificial intelligence, and the upcoming Internet of (Medical) Things are aiding in client service for health and illness. We, at Insights Care, chose some of the best home care providers and featured them in our latest issue - 10 Most Trusted Home Care Providers, 2021, as a token of appreciation for their work. Home care services provide a wide array of services to assist and care for those who do not need treatment in the hospitals. It could be non-medical personal care, nursing care, home health care. It could include assistance for daily activities like bathing, dressing, cooking, feeding, Read On! Sumita Sarkar

5. Editor’s Note

6. 16 CXO 22 CallHealth Making At-Home Healthcare Widely Accessible Healthcare Matters How to Select a Nurse or a Home Care Attendant for Your Elderly Parents? 26 32 36 CareHop Nursing & Home Care Making Quality Home Care Widely Accessible Griswold Home Care Bringing Quality and Affectionate Care to your Home Preferred Home Care of New York Widening the Reach of Quality and Cordial Care

7. C O N T E N T S Articles 20 #TimelessTech Evolution and Integration of the Revenue Cycle Management (RCM) System 28 Problems&Solutions Working Remotely and the Challenges that come with it. 08 Chapters Chapters HEALTH SYSTEM REDEFINING COMMUNITY-BASED HEALTHCARE Cover Story

8. Sumita Sarkar Editor-in-Chief Anish Miller Senior Editor Abhishaj Sajeev Vrushali, Arran Managing Editor Assisting Editors Visualiser David King Asha Bange Art & Design Head Co-designer Paul Belin Priyanka Rajage Art & Picture Editor Amy Jones John Smith Business Development Manager Marketing Manager Sarah Wilson, John Smith, Alex Vincent Kelli, Bill, Anna Business Development Executives Sales Executives Jacob Smile Pratiksha Patil Technical Head Assistant Technical Head David, Robert Technical Consultants Alina Sege Amol Wadekar Digital Marketing Manager Assistant Digital Marketing Manager SME-SMO Executives Atul, Gemson Eric Smith Research Analyst Tanaji Circulation Manager sales@insightscare.com April, 2021 Corporate Offices: Insights Success Media Tech LLC 555 Metro Place North, Suite 100, Dublin, OH 43017, United States Phone - 302-319-9947 Email: info@insightscare.com For Subscription: www.insightscare.com Insights Success Media and Technology Pvt. Ltd. Office No. 22, Rainbow Plaza, Shivar Chowk, Pimple Saudagar, Pune, Maharashtra 411017 Phone - India: 7410033802, 74100058552 Email: info@insightscare.com For Subscription: www.insightscare.com https://twitter.com/Insightscare Follow us on : www.facebook.com/InsightsCare/ Copyright © 2021 Insights Success Media and Technology Pvt. Ltd., All rights reserved. The content and images used in this magazine should not be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without prior permission from Insights success. Reprint rights remain solely with Insights Success Media and Technology Pvt. Ltd. Insights Care is powered by Insights Success Media and Technology Pvt. Ltd.

9. Company Name Featuring Description CallHealth is a technology-powered healthcare company that has built the world’s first integrated virtual-and- mobility platform to bring “Everything about Health” to the doorstep of the customers. Hari Thalapalli Executive Director & CEO CallHealth callhealth.com CareHop Nursing & Home Care carehop.ca CareHop Nursing & Home Care is committed to providing quality, compassionate, in-home care services to the elderly in the comfort of their own home. Michael Lu Founder Chapters Health System is committed to enhancing the lives of those affected by advancing age or illness. It delivers expert care and heartfelt support to guide the community during the aging and end-of-life journey. Andrew Molosky President and Chief Executive Officer Chapters Health System chaptershealth.org Griswold Home Care is a non-medical home care company. It refers Caregivers who provide in-home care services including personal care, homemaking, companionship, and other home care services. Griswold Home Care griswoldhomecare.com Michael Slupecki Chief Executive Officer HCAH (HealthCare atHOME), is a leading home healthcare service provider backed by the Burman family ,the promoters of Dabur and the founders of HAH UK. Vivek Srivastava CEO HCAH hcah.in Hospice of Michigan is on a mission to guide and support individuals and their caregivers coping with illness, aging, dying, and loss by providing compassionate medical, emotional, spiritual, and personal care. Hospice of Michigan hom.org Robert Cahill President, CEO Hospice of the Western Reserve provides hospice services, palliative care and bereavement support to patients and families. Hospice of the Western Reserve hospicewr.org William E. Finn President, CEO MJHS is one of the largest health systems in the US offering home care, hospice and palliative care for adults and children, rehabilitation and nursing care. MJHS mjhsfoundation.org Alexander S. Balko President ParentCare is driven by a deep passion to deliver care via a reliable 24*7 platform and safeguard customers' valuable family time. ParentCare parentcare.family Bharat Vasandani Founder and CEO Preferred Home Care of New York offers reliable, ethical, and compassionate home health services to those in need in the New York City metropolitan area. Preferred Home Care of NY preferredhcny.com Berry Weiss Founder and CEO

10. C O V E R S T O R Y Chapters Chapters HEALTH SYSTEM REDEFINING COMMUNITY-BASED HEALTHCARE “ It is important to define who you are going to be as an organization and why it is of use and need. “

11. ANDREW MOLOSKY PRESIDENT AND CEO |

12. 10 Most Trusted Home Care Providers 2021 The following interview exhibits the details about the journey of Chapters Health and how the company turned the challenges due to COVID-19 into prominent opportunities. “Disease, sickness, and old age touch every family. Tragedy doesn’t ask who you voted for. Health care is a basic human right.” – Elizabeth Warren, United States Senator T biggest challenge, the lack of infrastructure and healthcare services made it worse for some countries. Along with highlighting the insufficiency of healthcare services, the recent pandemic also put forth the essentiality of community-based healthcare. he recent COVID-19 pandemic was the wake-up call for the healthcare industries around the world. While providing healthcare to the infected was the Please brief our audience about Chapters Health, its values, and the key aspects of its stronghold within the home care services industry. Chapters Health has redefined its position as the nation’s largest, not-for-profit, end-of-life care organization into that of the leading community-based population health organization touching lives throughout Florida. Tell us more about the services that make your company stand out from the competition? Chapters Health has been using a matrixed approach to incorporate at-home health, primary care, advanced illness management, social determinants of health and telemedicine. We have been able to move our chronic illness care further upstream delivering the low-cost, high- quality experience that has been the provenance of hospice to our patients, families and communities. Community-based healthcare providers have played a major role in achieving health equity during the pandemic. Chapters Health System is one of the not-for-profit service providers that has been on par with providing high- quality healthcare at the lowest cost. The organization’s commendable work under the leadership of President and CEO, Andrew Molosky, MBA, FACHE, CHPCA,has established Chapters Health as a premier community-based healthcare organization. What is your opinion on the impact of the current pandemic on the global healthcare sector, and how has Chapters Health fared during the pandemic and subsequent lockdowns? Chapters Health has, like many organizations, faced its share of adversity during the past 12 months. What has set us apart though was the commitment to seeing the pandemic and its associated lockdowns as a source of opportunity and reinvention. Andrew is reinventing the future of community-based health care. Under his strategic leadership, with the combined innovation and creative disruption, Chapters Health has dynamically shifted its position as the nation’s largest, not-for-profit, end-of-life care organization into that of the leading community-based population health organization. “ Our mission has always been a holistic, interdisciplinary approach to delivering the highest quality, lowest cost care in the ideal setting for patients and families. The ability to dynamically respond by employing work- from-home solutions, embracing new technologies, reinvesting in our workforce, and company culture, and living out our mission on full public display has in many ways become a 2.0 for us. Many companies struggle to find a way to update their infrastructure and operations thoroughly and effectively. We were determined not to let the challenge of overcoming this difficult set of hurdles go to waste. “

13. “ We were determined not to let the challenge of overcoming these difficult set of hurdles go to waste. “

14. What is your opinion on the necessity for healthcare service providers to align their offerings with newer technological developments, especially when it comes to catering to the changing patient preferences and needs? There is increasing adoption of advanced technological solutions underway by healthcare providers. Team members, as well as patients and families, expect their providers to offer them the latest in-service offerings. When that is coupled with operational, logistical and fiscal headwinds, which are ever-present, a service provider must adapt and, in this case, adopt. one that is experiential. A keen eye toward how your value proposition and product delivery reflects this maturation is going to be key. How do you envision scaling your company’s operations in 2021? Offering a full continuum of care is the key to success. Coupling vertical and horizontal expansions to offer that continuum more completely and across a greater geographic footprint is very much the next evolution for Chapters Health.“ key. A keen eye toward how your value proposition and product delivery reflects this maturation is going to be In your opinion, what could be the future of the home care services sector post the pandemic? And how are you strategizing your company’s operations for that future? Our mission has always been a holistic, interdisciplinary approach to delivering the highest quality, lowest cost care in the ideal setting for patients and families. It is easy to see why we are a progressive leader in delivering innovative risk-bearing programming, hospice, palliative medicine, home health, durable medical equipment and pharmacy services designed to improve the lives of affected individuals by advancing age and illness. As an established leader, what would be your advice to the budding entrepreneurs and enthusiasts aspiring to venture into the home care services sector? My advice can be categorized into two main points. First, your value proposition. It is important to define who you are going to be as an organization and why it is of use and need. Secondly, you need to have the realization that healthcare is evolving from a purely transactional business to

17. SUBSCRIBE TODAY Never Miss An Issue Stay in touch. Subscribe to Insightscare Get Insightssuccess Magazine in print, & digital on www.insightscare.com www.insightscare.com Check should be drawn in favor of : INSIGHTS SUCCESS MEDIA TECH LLC

18. Making At-Home Healthcare Widely Accessible T technology has been a part of our lives, the ongoing pandemic has accelerated towards the digital era with more people having to accept the paradigm shift in most asoects of daily life. Similar to working from home, at-home services have become a new normal. Specificity: CallHealth provides customers with specificity in their required services. We customize services according to the client's requirements and provide what is needed, saving both their time and money. genesis, how a series of lockdowns affected the company's operations and healthcare sector as a whole and his observations as a visionary leader of the post-pandemic era. he COVID-19 pandemic has surely changed the world we used to live in. While Please brief our audience about CallHealth, its values, and the key aspects of its stronghold within the home care services industry. CallHealth is a technology-powered healthcare company that has built the world's first integrated virtual-and- mobility platform to bring 'everything about health' to the customer's doorstep. The differentiating elements that give CallHealth the strong foothold in the home care services industry are: Unified Approach: With our partners, we deliver unified solutions to our customers by bringing them the best of both worlds. At-home services have sprawled across essentials, medicines, home maintenance, and more due to the pandemic. However, people still have to visit hospitals for basic healthcare services, especially when the risk of getting infected is high. What if you could get healthcare services at home? CallHealth is one such platform that has brought technology and healthcare services together to provide everything about healthcare at home from medicines and medical supplies to nursing care and physiotherapy. And under the strong leadership and visionary strategies of Hari Thalapalli, the Executive Director and CEO, CallHealth is widening its range in services and regions to provide 'everything about healthcare' in and outside India. Added Value: CallHealth, with its technological prowess, leverages digital intelligence and analytics to provide its customers with value-added personalized insights. Also, our stringent partner screening process with multiple checkpoints to onboarding and training on various parameters assures the delivery of standardized yet personalized services. By leveraging these qualities, CallHealth has so far: Ÿ Serviced more than 10,00,000 orders. Ÿ Made more than 50 healthcare services accessible via App, Call, and Web. Ÿ Association with 500+ healthcare providers Ÿ Provides 1,00,000+ healthcare products. Ÿ Defined more than 1,000 care Geography: Being an aggregator, CallHealth delivers the same excellent service quality to any region (currently in India). We have partnered with top healthcare service providers throughout the country, and we provide our clients with seamless service in any geography. Brand: With our history of excellent service and as the most awarded healthcare start-up in the industry, CallHealth brings trust to the table, which is the most critical element in healthcare. Read the following interview where Hari shares the deatils of CallHealth's 16| April 2021|www.insightscare.com

19. 10 Most Trusted Home Care Providers 2021 pathways; and worked on more than 4,000 person-years of platform development and on-ground testing. Best Software Architecture in IT products winner of ICMG Global. Ÿ Ÿ Tell us more about the services that make your company stand out from the competition. CallHealth has produced the world's first integrated three- dimensional health platform that provides services – at the platform, home, and at the center. It endeavors to aggregate all stakeholders and institutions of the healthcare ecosystem to enable timely and efficient assistance to the end customer both virtually and physically. The platform captures and analyses health data continues to provide excellent decision support across prevention, wellness, cure, and care. Our unique approach of providing services virtually wherever possible and physically where necessary thoroughly supports the customer's desire to receive healthcare services at their convenience. The differentiated services that we provide our customers with are: Home Services: Doctor consultation, home sample collection, physiotherapy, speech therapy, bedside assistance, radiology and pathology reports delivery, fitness, and wellness. Platform Services: Doctor Consultation, Medical Tourism, Family Doctor, Nutrition and Dietetics, Blood Connect, EHR Digitization. Centre Services: Facilitation, Hospitals, Imaging Centres, Diagnostics Laboratories, Nursing Homes, Medical Tourism Services, Institutional Health Solutions, Last Honor Services. Ÿ Ÿ Hari Thalapalli | Executive Director and CEO “ Ÿ We are gearing ourselves for expanding the canvas of 'at-home services' so that we can be prepared for the growing and wide range of healthcare needs for the end customers. What is your opinion on the impact of the current pandemic on the global healthcare sector, and how has your company fared during the pandemic and subsequent lockdowns? This pandemic has been debilitating in every way, physically, commercially and for many organizations, financially. There seems to be no permanent solution in sight. And from our vantage point of managing this disease and its implications, we wouldn't be too wrong in saying that we see another 12 months or more before this wave partially subsides. The economic and psychological impact this will leave behind, is not easy to fathom. While hospitals and labs, in general, have been stretched to their seams, HealthTech companies like us have seen a 17|April 2021|www.insightscare.com

20. the canvas of 'at home services' (along with established players in the respective fields), so that we can be prepared for the growing and wide range of healthcare needs for the end customers. We are therefore building capabilities to live up to our tagline of being Everything about Health, in a single platform and are aligning our offerings to our three guiding principles for a customer-centric healthcare solution. mixed bag overall. For example, most of the 'at home' services like nursing, physiotherapy, and many other similar services have been severely impacted as customers at this time would like to minimize outsiders coming into their homes. Similarly, wellness and health check activities incorporate and schools have been shut down given the work from the home decision. About the leader Hari Thalapalli is a multi-disciplinary leader with more than three decades of experience in the technology and healthcare services business. He was instrumental in navigating Tech Mahindra through the 2009 crisis and won the Chief People Officer of the Year Award from Bloomberg in 2010. As the Chief Marketing Officer, Hari provided leadership to critical business process areas and steered Tech Mahindra's brand positioning. Everything that can be done virtually, should be done virtually. Anything that requires a physical touch and contact, should be provided at the customer's doorstep be it the home or office. Only those that don't meet the above two guidelines, should require to go to a hospital or a wellness center. Ÿ Ÿ However, virtual doctor consultations and home testing services have seen a huge uptake overall. The B2C adoption for these services is seeing significant traction currently. Ÿ As an established leader, what would be your advice to the budding entrepreneurs and enthusiasts aspiring to venture into the home care services sector? Most businesses strive to provide a service to the end customer. What businesses often miss is the ability to provide intelligence and insightful guidance that can help them with alerts for timely preventive care, reducing the Total Cost of Health (TCH), and ensuring Care Continuum rather than see every service as an episodic engagement. In your opinion, what could be the future of the home care services sector post the pandemic? And how are you strategizing your company's operations for that future? Once this wave subsides, customers are going to be more aware of the need for prevention and wellness rather than cure, and that has been at the heart of what CallHealth offers. Also, two factors are going to significantly alter the way they seek assistance when needed. After joining as CEO in 2015, Hari is advancing to make CallHealth a game- changing player in the healthcare industry. Envisioning healthcare from the customer's point of view, he has reversed the traditional healthcare delivery approach by offering an entirely integrated range of personalized healthcare services satisfying the different life stages of a customer. He aspires to deliver 'Everything about Health' at the customers' doorstep, both in and outside India. Firstly, the convenience of availing most healthcare services at home will become a norm whether it is Dialysis (HD or PD), Speech Therapy, Audiometry, Sleep Apnea, Optometry to name a few. Secondly, the willingness and confidence to go to a hospital will reduce given the comfort of virtual consultations and the need to prevent Hospital Acquired Infections (HAI). Startups that can help integrate these insights and intelligence along with the service they provide are bound to be more successful. How do you envision scaling your company's operations in 2021? As stated earlier, while we are capitalizing on the need for testing and doctor consultations during this period, we are gearing ourselves for expanding 18| April 2021|www.insightscare.com

22. Evolution and Integration of the REVENUE CYCLE MANAGEMENT (RCM) System System 20| April 2021|www.insightscare.com

23. #TimelessTech R way into the healthcare industry. It is a financial process that utilises medical billing software. It is used my healthcare facilities to track the entire patient cycle from the registration to the scheduling of appointments to the final balance payment and bill generation. evenue Cycle Management or the RCM is an automation system that has integrated its paper which would consist of information received over the telephone or emails. With this, in order to reach those accounts, a huge load of collectors would be required. Not to mention mass billing and rebilling which would also be required to be done manually. Now, we live in a world where technology has advanced so far and what it means for the healthcare industry is that it has a fully integrated EHR system. The fully automated and integrated EHR is equipped with features for all areas of the patient life cycle; from scheduling to reporting to more sophisticated rule-based queue assignments. In the earlier times before the integration and automation of the RCM, even staffing jobs would be more cumbersome and hectic as everything would require to be done manually. In addition to the fully automated and integrated base EHR, far more sophisticated tools and applications pertaining to project and program management amongst others. RCM has evolved to such an extent that we now have specific analysts assigned to the management system. The entire system builds and grows with automation rules and even maintenance. The RCM is a system that takes the clinical side of healthcare and introduces it and combines it with the business side of healthcare. This means that it takes the administrative data such as the patient’s name, insurance provider along with other personal and necessary information and merges it with their treatment and healthcare data. Staff work like data entry, correspondence work, printing and sorting of batches of claims to even the billing and collecting, with the added- on requirement of manually done denial specialists, all required manual labour and resources. The Revenue healthcare cycle has been a late adopter to different types of technology through the years as compared to the rate at which technology has been growing and integrating. There is the option of specific task- based automation being deployed and now complete outsourcing is included within the RCM. However, through time and the evolution of technology amongst other parts and aspects of the world, the RCM system evolved too. On a conclusive note, even though RCM is now completely integrated and automated, and we have been trying to reduce cost to collect and the amount of staff required to operate, we haven’t yet evolved completely to reach that point where we can be completely reliant on automated RCM. The system started integrating fulltime workflow tools like “bolt-on” and EHR’s started becoming more integrated with some of the patient accounting features and functions. The system saw the introduction of DDE (Direct Data Entry) and electronic claims filing for Medicare. The evolution of RCM is quite interesting when you come to think of it, making it much easier now for the healthcare facilities. It started on paper and now is completely automated. In the earlier days, most of the work done at healthcare facilities would be manual and much more extensive. Insurance letters would be written on paper and then manually the details would have to be transferred on to related documents. Account managers would initially way in the “fire room” for their huge stack of “green bar” to be printed out with their details. Through the years, we have just been evolving the roles within the staffing of the Revenue Cycle Management System. We have been moving the staff to more modernised, technologically literate areas. No doubt, the RCM system has definitely made an impact and made things so much easier and organised for the healthcare facilities and systems through the years, especially in the times of the present coronavirus pandemic, the requirement of staff is still there. Other tools like ‘Clearinghouses’ and ‘Claim Scrubbers’ were also being used to aid with project management. Work queues and rule-based assignments of accounts were introduced whereas earlier, it wasn’t possible to enter notes in the system or even track the status of the account. However, slowly it became possible to start tracking and targeting accounts with specific issues. The medical billing systems would be completely separate and so were the patients accounting systems completely separate from the EHR (Electonic Health Records) or whichever electronic medical system was available and being used. Just the introduction and initial stages of the automation of the RCM saw more project management tools that were new to the concept of EHR and involved at least some amount of outsourcing. We are not completely reliant on the automated aspect of the RCM even though it has made life easier. The account management and assignment would be done manually as well which would generally be on - Arran Calvert 21|April 2021|www.insightscare.com

24. Healthcare Matters How to Select Nurse or HOME CARER for your Elderly Parents? I NRIs who live abroad and have elderly parents back home in India. t is always a challenge watching parents' depreciating health as they age, especially if one is not around to check on them continuously. This is often the case with Medical/nursing care: If the elderly are sick and have to undergo a medical procedure (that can be done at home), then it is ideal to choose medical care. In India, such procedures are conducted by home care nurses. Ÿ The distance gets in the way of care-giving, due to which they opt for home care professionals such as nurses and care attendants. However, hiring a caregiver for the first time could be a tricky task, and this is why we at ParentCare wanted to guide you through all the elements of it: Full-hospitalization care: This includes everything from requiring a proper hospital bed and nursing service. If the elderly require oxygen, medications, and constant supervision, then it is best to choose full-hospitalisation care at home. Ÿ How to choose between a care attendant and a nurse? As mentioned above, there are two different kinds of caregivers, nurses, and home care attendants, based on the services required. Here is the difference between the two kinds of caregivers in detail to help NRIs make an informed choice. What homecare includes The difference between a care attendant and a nurse Nursing qualifications (ANM, GNM, or Bsc) Things to consider before hiring homecare service How agencies in India verify nurses Ÿ Ÿ Ÿ Ÿ Ÿ What does homecare include? In India, people usually try to choose a caregiver who is known to them or is referred by a friend because of the trust-factor associated with this process. These are mostly not professional caregivers and don't have any formal qualification. Some of the major categories of home care as mentioned below: Ÿ Palliative care: If the elderly patient is bed-ridden or is living with a serious illness that requires support and immense care, then palliative care is chosen. It is ideal for those who do not necessarily need continuous medical attention but require constant support. Palliative care is generally catered to by a care attendant Care Attendant Home care attendants are trained in non-medical patient- care. While most of them do not have any professional degrees in care-giving, some of them undergo HHA training. The certificates are not mandatory. Ÿ Some of the services they attend to are as follows: Feeding the elderly parents on time Administering medicines Cleaning the elderly and changing the diapers Maintaining a safe environment Offering personal care including grooming, sponge- bathing, and brushing the teeth Ÿ Ÿ Ÿ Ÿ Ÿ 22| April 2021|www.insightscare.com

25. Assisting in walking Feeding through the tube Ÿ Ÿ Nurse Nurses are skilled in every service that a care attendant can provide. The only difference is that nurses have an added set of medical knowledge. Since they are professionally trained, it is costlier to hire a nurse than an attendant. Ÿ Some of the prominent services nurses provide are as follows: Dressing the wounds Administering intravenous medication Monitoring the health Creating a diet plan Inserting Ryles tube and feeding Ÿ Ÿ Ÿ Ÿ Ÿ When it comes to qualifications, nurses may have either done an ANM course, GNM, or B. Sc. Nursing. Auxiliary Nursing Midwifery (ANM): ANM is approximately an 18-month course and teaches how to offer timely medication to patients. ANM nurses have the basic knowledge of nursing and know how to maintain health records as well. Ÿ General Nursing Midwifery (GNM): This degree is more than 2 years long with a compulsory internship of 6 months. GNM comes under the paramedics' section and teaches students how to perform clinical tasks. Ÿ B.Sc. Nursing: This is a 4-year course and the most reputed amongst all three. B.Sc. nurses have the skillset to assist doctors and they know how to brief patients. They can confront a plethora of emergencies that require medical attention and are ideal for those parents who are suffering from major health issues. But since they offer professional medical care and cater to severely ill parents, they are the most expensive to hire. Ÿ 23| April 2021|www.insightscare.com

26. Things to consider before hiring home service After gauging whether to choose a care attendant or a nurse (as well as the type of nurse), the next step involves knowing how to hire them. Given below are a few questions that NRIs must ask the care-giver before hiring them. police clearance certificate or by authentic references. At least 2 references are asked for by the vendor before hiring a caregiver. Any courses and training taken by the caregivers are also considered. However, the home care market in India is quite unorganized with no standard processes. The end result is a laidback attitude with no proper selection process, missing documents, incomplete verification process and transactions in cash. What are the services they offer? Do they match with the ones required by parents? Are they capable enough to lift the parent? Can they operate the medical equipment required by parents? How many hours will they work or be available for? How will the payments be made? What is the notice period? Do they adhere to the list of unacceptable behaviour that should be avoided near parents (such as smoking)? Do they have a criminal background? Do they have expertise in the specific field that the parents need monitoring for (for example Alzheimer)? How many years have they been offering home care services? Do they have an established track record? Can they provide references? Do they have their course completion certificate (in the case of nurses)? Can they communicate seamlessly with parents? Do they have the right temperament for the job? Are the procured documents authentic? Have they taken a COVID-19 test? Ÿ Ÿ Ÿ How does ParentCare stand out amongst other homecare companies? ParentCare works with its home care partners to create a specific NRI focused hiring process. We always keep in mind that the parents could be living alone in India. A complete profile of the caregiver is created, highlighting gaps (if any) to present a full picture of the family as opposed to the basic qualification profile provided by most agencies. We assess if the available professionals are suitable for the given task, and only one or two shortlisted caregivers are introduced to the family thereby saving the family time and efforts of going through a number of profiles. Ÿ Ÿ Ÿ Ÿ Ÿ Ÿ Ÿ Ÿ Ÿ The next step includes the family speaking to the caregiver to ensure that the caregiver fits all their bills. Once selected, the caregiver's details are verified including criminal background, if not already done by the partner network. This ensures that a qualified, and a verified caregiver for the family with continuous local support from ParentCare and the partner network. Ÿ Ÿ Ÿ If care attendants or nurses are chosen through home care vendors, then here are the set of questions that need to be asked (in addition to the ones mentioned above). In addition, ParentCare accepts credit card payments [bank transfer as well] and provides hassle-free payment options. This is a huge relief to the NRIs. How often should the payments be made? In case of a 24x7 care requirement, will only one caregiver be assigned or two be allotted with a 12-hour shift routine? Will a substitute be sent if the assigned caregiver is sick? In case of emergencies, what is the procedure followed by the agency? Ÿ Ÿ Conclusion In a nutshell, the process of choosing home care starts with an assessment of your parents' requirements. This is to help you understand whether they need a nurse or a care attendant. Then you should interview the caregiver thoroughly and ask all the necessary questions to see how apt they are for the parents. The key things to check are: qualifications, a good background or track record, and the right attitude. Ÿ Verification process followed by the home care companies in India Home care service vendors are ideally supposed to verify the caregivers by cross-checking their KYC documents including Aadhar card, PAN card, and utility bills (for physical address proof). Some vendors will also perform the criminal check and background check either through a 24| April 2021|www.insightscare.com

27. About the Author Bharat Vasandani is the Founder & CEO at ParentCare, a platform for Non-Resident Indians who want to support their parents back in the country of origin. As an Indian living in London, Bharat knows how hard it is to find the right solution when your family needs medical services or some help around the house. ParentCare gives NRI children a chance to book doctors, lab tests, home carers and errands smoothly, no matter the distance. Their team also manages the delivery of services on the ground, checking nursing qualifications, Covid-19 tests, and the family's feedback on the provided service. In his career, Bharat has proven to be a successful founder and team lead. His previous experience includes rebuilding the Asian business unit of 'Omnimedia Publications Group' as Operations and Strategy Lead. Bharat was also a core team member of TresVista Financial Services, a global financial services company. Launching this from a hotel room with a team of 6, they reached a team size of 45 in 2.5 years. Bharat Vasandani Founder & CEO 25| April 2021|www.insightscare.com

28. Nursing & Home Care Making Quality Home Care Widely Accessible rowing old is difficult, G access to cordial senior home care. Having spent a childhood with his grandmother learning lessons of life and creating fond memories together, Michael Lu, Founder of CareHop Nursing & Home Care, was inspired to help elders age gracefully. aiding the elders with their health care issues. They add joy and fulfillment into clients’ lives by empowering them to enjoy their favorite things to do. “We look after our caregivers so that they look after our clients like their own parents,” Michael says. visiting hospitals and clinics to do so became less safe for the elderly due to the high risk of infection. especially for the elders who live alone or don’t have The recent poll conducted by Home Care Ontario indicated that 91% of Ontario seniors hope to stay at home as long as possible, and 95% believe that being home with the support of home Appreciating the efforts of caregivers at CareHop Michael further adds, “Our caregivers, whom we call Care Bunnies, are there to make our clients happy by bringing support and sunshine to our client every day. It’s what we do best.” “Through my grandmother, I wanted to create a business model and build a care team that not only supports seniors to age safely but also provides them with that joy along the way,” shares Michael. Taking forward this vision CareHop, since its inception in 2012, has been making things a little easier for elders, as well as for the families and caregivers. Robust home care during the pandemic The ongoing COVID-19 pandemic has put a huge burden on the healthcare sector across the world. While staying healthy and taking precautions have been crucial, Read the following interview where Michael shares how CareHop has been making difference in its clients’ lives and how during the pandemic the company has managed to provide robust home care. Making a difference with care and affection CareHop has established itself in the home care space by providing more than quality in-home elder care. The caregivers at CareHop go beyond 26| April 2021|www.insightscare.com

29. 10 Most Trusted Home Care Providers 2021 Advice for the aspirants Before concluding the interview, Michael shared wise words for the aspiring entrepreneurs wishing to enter the home care space. “A shift to home care would save taxpayer money from being wasted building unnecessary beds, not to mention set us up for success in the event of an infectious outbreak.” “You’ve got to love what you do and feel motivated by the notion of looking after other people, like someone else’s parents,” he says, “The caveat is that you won’t get any credit in return and, like most other new businesses, you may not make any money or, even worse, fail miserably.” Realizing the critical need for home care, CareHop under Michael’s leadership has been focusing on increasing its care delivery capacity Michael Lu, Founder care is the safest environment for them during a pandemic. while maintaining a high level of quality. Michael further explains the company’s mission while moving forward. “We are in a people business. Therefore, our focus will continue to be on our work in culture and people,” he says, “We focus on attracting and retaining the best talent. The business tends to follow after that.” Michael further encourages aspiring home care providers by saying, “If you still feel a strong desire to venture into the homecare services sector, I encourage you to dive in and make a splash.” Michael shares his experience through CareHop during the pandemic. “The experience CareHop during the pandemic aligns with this trend,” he says, “We’ve also seen significant business growth since the pandemic started.” Focusing on quality in-home care Home care is a cost-effective way to alleviate pressure on acute and long- term care settings while supporting seniors and their families. Data from Home Care Ontario shows the average cost of one week of care for seniors in hospitals is 20 times more expensive than the same services provided through home care. As Dr. Samir Singha, Director of Geriatrics Sinai Health System and University Health Network has said, 27| April 2021|www.insightscare.com

30. Problems&Solutions 28| April 2021|www.insightscare.com

31. Working Remotely and the Challenges that come with it. W could possibly go wrong right? You have your freedom to be wherever you want to be and no constant micromanaging by your bosses, as long as you get the job done. orking from home or from any part of the country or the world you live in does definitely have a ring to it. I mean, what Working from the comfort of your own location of choice definitely has its perks; for example, you don’t have to stress about travelling to your office on a daily basis, no feeling cramped up in a very monotonous office setting. However, working remotely, while having its good sides definitely has its own downsides as well. Some of those challenges that professionals along with their organisations face from working remotely are: Loneliness and Isolation While some people prefer working remotely because of having the option of not being distracted by fellow employees and because they prefer being on their own, to some the loneliness may seep in eventually. This is one of the drawbacks, that even though you may be working from wherever you want and 29| April 2021|www.insightscare.com

32. whenever you want, working remotely means working alone which eventually leads to you feeling isolated. it may cause quite a few issues like misunderstandings, feeling left out, and not being a part of the team discussions with respect to important decisions. Along the same lines, if your internet connectivity is bad, it becomes your responsibility to take care of it, you can’t just call the ‘IT guy’. Internet and connectivity issues along with certain technological issues of your working device may prove to be an issue when it comes to working remotely. work done according to schedule. You make your own schedule, and neither is there anyone to help you with time management. So, while you have the option of working anytime at any place, the work to life balance gets disrupted. You start doing household chores or personal chores during the time you are supposed to be working and by the by, when it comes to the end of the day you barely have any work to show for it. At least at the office, there is the option of having conversations with fellow employees during a much-needed break. It is important to maintain a balanced routine in order to keep the monotony and the loneliness at bay. Procrastination leading to low productivity. Some people who work remotely, find that it is more productive. This requires you to be very disciplined and professional. However, others who get used to waking up in the morning and sitting down in either the comfort of their homes or working from their preferred spots outside, get too used to the idea of doing things their own way. Without constant micromanaging and people looking over your shoulder you tend to get a little lazier. Unplugging from Work If you are working from an office, you have a very particular timing. Work finishes when it is time for everyone to ‘go home’. However, for remote professionals, if you are working from home already, it is difficult to just unplug yourself from the day's work without finishing your tasks. Conclusion While working from home does have its pros, it at the same time has its cons. However, these challenges that are faced by professionals who work remotely can easily be combatted and fixed if they put their mind to it. So, don’t be disheartened by the idea of working remotely according to your comfort, having these downsides. If you feel that working remotely is what you want to do then you should go for it, keeping in mind that professionalism, discipline, problem solving skills and good time management skills are necessary in order to maintain a decent work to life balance. Now, as mentioned above, even though some people may find it difficult to concentrate and get the job done while working remotely, some people find it difficult to know when to call it a day. This leads to stress and less leisure time which is absolutely necessary for a balanced daily routine. Laziness leads to procrastination in the sense, “Oh I'll watch this last episode and get to work after!” Similarly, having the option of mostly deciding your own schedule, may lead to low productivity as you get too comfortable making your own routine. Difficulty prioritizing work. Working remotely, definitely seems like a good idea considering the option of your flexible working schedule and not having anyone overlooking you all the time. However, this may also cause to be an issue for some remote professionals in the case that they are not great at time management. - Arran Calvert Communication and connectivity issues Communication is a major part and process of any organisation. Working remotely may cause some communications gaps between you and your team. The only source of communication is through your device, whether through video calls, normal calls, emails, or texts. If communication isn’t done properly, While working remotely, you do not particularly have someone hovering above you with regards to getting your 30| April 2021|www.insightscare.com

34. Bringing Quality and Affectionate Care to your Home B Griswold Home Care is among such names whose mission has been to provide value-based care. adults, and others recovering from surgery or illness. despite her passing, her values live on in Griswold Home Care today. across the country. As the first non- medical home care franchise in the United States, Griswold Home Care is backed by nearly 40 years of experience providing quality home care to the aging population, disabled usinesses usually sell products or services. However, there are few who sell outcomes. Tell us more about the services that make your company stand out from the competition. Everyone sells services, but we sell outcomes. Our approach is more about understanding what the individual recipient needs, the family's goals, and the essence of the client's personality. We determine what the best version of the client's day looks like, and we find a way to recreate that experience every single day. By understanding the client's unique circumstances, we can then match them with the ideal caregiver. Griswold Home Care was founded in 1982 by late Dr. Jean Griswold to fulfill the healthcare assistance of elderly citizens aiding them to continue living at home. And today, under the leadership of CEO Michael Slupecki, the organization has established itself across the country, catering to the wider population with their quality home care services. While we operate in a growing industry with many respected competitors, we are different. We call the characteristics that make us unique our 'Griswoldness'. Those characteristics come directly from our founder, Dr. Jean Griswold. The company was founded in 1982 by Jean, a senior care professional who suffered from Multiple Sclerosis. She recognized first-hand that the elderly often lacked the assistance they needed to remain living independently at home. Read the following interview where Michael shares the genesis of Griswold Home Care, how a unique approach of caregiver to a client has garnered success, and his views on how technology has the power to disrupt the home care sector. For example, if a client is experiencing depression, we will pair them with a more outgoing caregiver. If they are anxious, we'll bring in someone with a calming personality. If we have a client with functionality issues, we make sure caregivers are prepared to assist them in any way necessary. This approach, which is centered around the outcome of our services, sets us apart in the industry. She decided to fill this void, starting the company in her dining room, and eventually franchising the concept. Over the years, Jean built a proven business model and expanded into 29 states across the country. Jean passed away in 2017 at the age of 86. Her leadership, tireless work ethic, compassion, and entrepreneurial spirit inspire the entire Griswold family, and Please brief our audience about Griswold Home Care, its values, and the key aspects of its stronghold within the home care services industry. With dementia increasing in the aging population, it is important to provide Griswold Home Care is a non-medical home care franchise with 168 locations 32| April 2021|www.insightscare.com

35. 10 Most Trusted Home Care Providers 2021 trusted resources for our clients to help navigate this challenging condition. At Griswold, we have a special assessment tool to measure and evaluate the client's cognitive function. Once the results are processed, we send them to the client and/or their family with the recommendation to send along to the client's physician for further testing and treatment as needed. We have access to materials and activities designed to slow the progress of dementia, and we ensure our assigned caregivers are trained in handling a client with this condition. Brief us about your journey in the healthcare industry. Originally from Ohio, my professional career started as a CPA with KPMG. From there, I spent 9 years in financial and accounting positions within the staffing industry. In 2004, I entered the healthcare industry when I joined national home healthcare, healthcare staffing, and home hospice franchise company. As an operationally focused finance executive, I have had a front-row seat in the evolution of skilled home health and hospice. As my career progressed, I became the CFO and eventually the COO while the company expanded internationally. Perspectives were gained on operational similarities and differences in-home and community-based care across the US, United Kingdom, Ireland, and Australia. What is your opinion on the impact of the current pandemic on the global healthcare sector, and how has your company fared during the pandemic and subsequent lockdowns? Michael Slupecki | CEO “ Our approach is more about understanding what the individual recipient needs, the family's goals, and the essence of the client's personality. It has been a very challenging year for everyone. Our hearts go out to those who have been impacted personally. We also want to thank those in the healthcare sector who have been on the front line. Second to those who lost their lives to this virus were our parents and grandparents, many of them dealing with cognitive challenges as they have aged. These cognition issues were made far worse because of social isolation when facilities went into lockdown. At the same time, we try to see the positive side, the healthcare sector is emerging from this crisis more 33| April 2021|www.insightscare.com

36. receives by helping people. I have worked with hundreds of family-owned franchise businesses. Some spanning three generations and over 50 years. While others where an entrepreneur, even though experiencing financial success, sold the business after only three years. The difference was the value the respective franchise placed in the emotional returns. largest share of the healthcare industry expense. As the healthcare industry shifts reimbursement away from fee for service to value-based care, no other providers in the healthcare ecosystem spend as much time with seniors as we do. efficiently. Before the pandemic, the healthcare industry was adopting technology at a snail's pace. And by technology, I mean everything. How many of us were still filling out paper at a doctor's office? Telehealth via virtual doctor visits was rare. We can improve the safety of the home environment, provide medication reminders, ensure nutritious meals, prevent, or slow the rate of cognitive decline by social engagement, and more. These non-medical interventions will reduce the necessity for medical interventions, and every provider on a value-based care reimbursement methodology will want to partner with providers who help keep their patients safe in their homes. Healthcare, in general, has jumped forward several years, if not a decade. How do you envision scaling your company's operations in 2021? When you look at-home care and home health care, since 2004 when I joined the care industry, we have been predicting the future of healthcare to be in the home. I never thought the future was going to get here the current pandemic has brought the future into reality. The answer is deeper penetration in our existing markets while expanding our geographic presence through awarding franchises to new partners. Our goal is to award 15 franchises in 2021. We also want to demonstrate success in the geographies we service with company-owned locations. Our goal is to grow our company-owned locations by 12% in 2021. In your opinion, what could be the future of the home care services sector post the pandemic? And how are you strategizing your company's operations for that future? As an established leader, what would be your advice to the budding entrepreneurs and enthusiasts aspiring to venture into the home care services sector? In our company-owned locations, we can try different things, overcome failure, and share what works with the franchise locations. At the same time, as our franchises try different things, we must capture and replicate their successes as well. Like everything, we must up our game. Our founder Dr. Jean Griswold started this business in 1982 at her kitchen table, simply providing caregivers to those in need of care. I am afraid to say that the industry hasn't changed much over the last 39 years. While some providers have sophisticated scheduling software and a website most are still just providing a caregiver to those in need of care. It is a fragmented 'mom and pop' industry. This creates a tremendous opportunity for home care providers who can demonstrate, with data, how we can keep people safe and help avoid more costly services. Seniors represent the Do it for the right reason, to help people. Sure, everyone knows the demographics will create opportunity. That opportunity will attract many entrepreneurs to this industry with various motives. Successful entrepreneurs will be those who focus on delivering the best customer experience, not focused on the bottom line. Investment in a business is not just financial. Along with money, one invests their time and energy. The returns on that investment also come in multiple forms. The financial return is one aspect. Another is the feeling one 34| April 2021|www.insightscare.com

38. Widening the Reach of Quality and Cordial Care Q ongoing COVID-19 pandemic. From hospitals, clinics, NGOs, and home care services working diligently to aid patients at a local level to countries exporting medicines and COVID-19 vaccines to other countries, everyone has been doing their bits to fight the current crisis together. family have only grown stronger as we continue to expand. Nurturing these values has been a huge key to our success. "Teamwork makes the dream work!" Below are the highlights of the interview. uality healthcare is a product of teamwork. The world has been experiencing this during the Brief our audience about Preferred Home Care, its values, and the key aspects of its stronghold within the home care services industry. I founded Preferred Home Care back in 2007 with just 12 employees and the mission to provide caring and compassionate services to the people in our community in the comfort of their homes. We have since grown into one of the largest licensed home care agencies in the state, servicing over 7,000 patients and employing approximately 11,000 field and administrative staff in 14 counties throughout New York. Tell us more about the services that make Preferred Home Care stand out from the competition? At Preferred, our passion and dedication to helping our patients to find highly skilled and compassionate aides who integrate seamlessly with their unique family dynamics and schedule have always been a key factor that makes us stand out from our peers. We believe finding that perfect fit is crucial to the quality of care. It's all about making the right match. Many of our aides are graduates of our training school, which is accredited by the New York State Department of Health, and from which we've proudly trained and certified over 7,000 home health aides to date. Along with healthcare personnel's extraordinary efforts to major loopholes in the healthcare sector, the ongoing pandemic has also highlighted the importance of in-home quality care, especially for seniors. Preferred Home Care based in Brooklyn, New York has been diligently working in the healthcare field to provide quality and cordial care to seniors at their homes or communities they love. And Berry Weiss, Founder, and CEO of Preferred Home Care, highlights the key factor of success as teamwork. The company's growth has been built on outstanding customer service and our unwavering commitment to providing reliable, compassionate, and quality care. I believe that quality healthcare is the product of exceptional teams. To that end, we not only seek out and hire the best, but we also strongly support and encourage professional development by providing outstanding advancement opportunities for our employees. Brief us about your journey in the healthcare industry. My journey started almost 20 years ago when I started working at a rehab facility in Brooklyn. After working in the home care industry for a while, in 2007 my wife Raizy and I started Preferred Home Care of New York. We opened our doors in 2007 with 12 support staff (many of whom are still In the following interview with Insights Care, Berry talks about what inspired him to enter the home care sector, what challenges the team faced, and how the company survived the pandemic and to now working on extending its services to a wider population. When you join Preferred, you're truly joining a family, and I'm proud that our vibrant company culture and sense of 36| April 2021|www.insightscare.com

39. 10 Most Trusted Home Care Providers 2021 with us) and a vision of how home care should be delivered to seniors in our state. A good part of our success can be attributed to hiring experienced professional employees who were able to help move the company along. Being able to take risks and think outside the box has enabled Preferred to stand apart. We provide health care paraprofessionals to approximately 800 students through a contract that we have with the NYC DOE. A few years ago, we established Preferred Gold to provide private pay concierge home care services in the counties that we are licensed to offer. What is your opinion on the impact of the current pandemic on the global healthcare sector, and how has your company fared during the pandemic and subsequent lockdowns? When I think about the impact of COVID-19 on the healthcare sector, the word 'innovation' holds deep significance. While the global pandemic has placed unprecedented strains on our healthcare systems, the industry has responded with resilience, and with a surge of inspiring innovations that are key to building a stronger, healthier, and brighter future whether they be products, services, processes, or business and delivery models. Leaders in our field have shown incredible innovation in the ways they have mobilized teams to action and generated new systems for them to acquire crucial skills and tools amidst a global crisis. In a time when employees are facing unprecedented personal challenges, there has been an enormous and successful focus on finding new ways to support, empower, and inspire our workforce. Berry Weiss | Founder, and CEO “ I have also been incredibly moved by the coalitions I've seen emerge in this time of common crisis. From the alliances formed to develop therapeutics to manage COVID-19, to academic institutions aligning to share clinical trial protocols crucial to improving their speed and accuracy, traditional competitors in our industry have become collaborators in the spirit of a shared goal. Our mission to provide the absolute best quality care to every one of our patients, continues to serve as our guiding light. At home with Preferred, the pandemic has truly challenged us to adapt and has tested our resilience to defend our dream. I have been deeply inspired by the innovation and creativity of our incredible employees, which has allowed us to pivot and thrive in this year of immense challenges. We have refined and strengthened our internal support systems, ensuring our caregivers have been well-equipped to give every client outstanding service. Together we've made sure that our patients, the demographic most at-risk 37| April 2021|www.insightscare.com

40. As an established leader, what would be your advice to the budding entrepreneurs and enthusiasts aspiring to venture into the home care services sector? Networking is key! Establishing strong relationships and building trust with other healthcare agencies, hospitals, healthcare professionals, and above all patients in your community is going to be vital to your success. patients expect more remote care than ever, and as the pandemic continues to disrupt health care delivery as we know it, the inclination for home-based care options will continue to increase. Covid-19 has only underscored the benefits of home-based health care delivery and how it can continue to positively impact our communities. during this pandemic, can continue to live in the homes and communities they love. We've also been lucky to have had the resources to distribute countless PPE supplies, and even shared our time and resources to support local hospitals, facilities, and workers on the front lines in the time they have needed it most. In terms of our strategy and adapting to changing times, our mission to provide the absolute best quality care to every one of our patients continues to serve as our guiding light while we steadfastly invest in expanding and supporting our strong operational base of caring and compassionate individuals who are dedicated to delivering our mission. At the end of the day, it will always be about the exceptional, compassionate care and the tremendous customer service experience we can provide. One patient at a time. How do you envision scaling your company's operations in 2021? In addition to meeting the growing demand for services in our communities by continuing to provide the gold standard of care, I am always looking for ways to expand our range of services so that we may serve an even wider population. Since the beginning of 2021, we've augmented our list of services to include skilled/private duty nursing and ABA therapy, with even more in store for the coming months. I look back on this past year with a deep sense of gratitude for our ability to hold steadfast to our collective commitment to caring for others and I'm blown away at the innovation and collaborative spirit that have made it possible. The dedication to our mission has never been clearer and stronger. In your opinion, what could be the future of the home care services sector post the pandemic? And how are you strategizing your company's operations for that future? During Covid-19, we have learned that 38| April 2021|www.insightscare.com