VNS Health MLTC: Personal Care (Home Health Aide)

1. Contact the VNS Health MLTC Care Team at (888) 867-6555 (TTY 711) for prior authorization.

   • The VNS Health MLTC Care Team coordinates these services.

   • Locate a network personal care provider: Click on the Home Care tab on the screen, then click on Home Health & Personal Care Services.

2. While a provider order is not required, services are determined by a nursing assessment.

   • The nursing assessment is arranged by the Care Team.

3. If your loved one is not immediately placed (contracted) with a licensed home care services agency (LHCSA) for home care services, it may be either an issue of authorization or of locating a home care agency with availability.

   • VNS Health will make every effort to secure LHCSA services, though sometimes these efforts are unsuccessful for a period and require patience. VNS Health will continue to search for a LHCSA for your loved one and will usually provide monthly updates on placement progress.

What to do if the home health aide (HHA) is late or doesn't show up.

PLACED: If your loved one is already contracted with a home care agency and the home health aide (HHA) is late or does not show up:

• If you have a way to contact them directly, give them the benefit of the doubt and call them first.

• If you are unable to reach the HHA directly, contact the home care agency. The agency is responsible for HHA scheduling, communication, and accountability.

• If you have repeated issues with the HHA, and the home care agency is aware, then contact your loved one's insurance provider who will take action.

CDPAS: If your loved one is self-directing their personal care and the care provider, whether a family member or someone outside the family, is late or does not show up, this is a personal matter that must be discussed directly with the person providing care.

• A personal care agreement may be a worthwhile consideration.