Welcome calls are conducted after the partner communicates the partnership to clients and caregivers and contracts and documents are signed and collected. The purpose of the welcome call is to get to know the clients and caregivers better, verify the information we’ve gathered about each of them, and confirm the care plan and any missing details needed to deliver a quality care experience. You’re on a welcome call with a client’s family member and they mention that they need caregivers who have experience with catheter care. After some probing, you discover that they need caregivers to help with “disconnecting” the catheter bag and draining it. Emptying and draining catheter bags are considered within our scope of care however, disconnecting them are out of our scope of practice. How do you respond? What considerations, if any, would you take into account before responding to the family member? What additional follow-up steps would you take after the call?
