Accessing Services

Do you have these common questions about health care and support at home?

  • Can Mom stay home safely by herself or does she need a nursing home/residential care?
  • Who will help Dad with his personal care when I’m at work?
  • My husband has been in hospital and is ready to come home. Who can help me plan for that?
  • I no longer think I can live alone. What help can I get?
  • Is my mother eligible for a subsidized nursing home?
  • My father has just been diagnosed with a terminal condition and he wants to die at home. Can you help?
  • Is there any help for caregivers so they don’t burn out?

Step 1 - Contact us

New clients: Contact our Home Health Service Line: 1-855-412-2121.

Current clients: Contact your Home Health office.

Trained staff are available 7 days a week from 8:30am-4:30pm. Translation services are also available.

Who can call?

You or anyone on your behalf:

  • family member
  • hospital
  • family doctor
  • friend
  • neighbour
  • community group
  • government agency

What can I expect when I call?

  • Home Health Service Line staff do their best to answer every call. Occasionally, the volume of calls during peak hours may mean you receive a voicemail message asking for a callback number, which will be returned by 4:30pm
  • We address each call individually as each situation is different. Our customer service staff will answer your questions to determine which of our services best addresses your needs.
  • Contact by email is not available at this time.

Step 2 - Get assessed by a case manager

The case manager will work closely with you, your family and friends to:

  • Evaluate your needs
  • Determine what kind of services are needed
  • Determine eligibility for services, including residency requirements
  • Determine whether there will be any costs involved for certain services
  • Plan, coordinate and monitor multiple care services
  • Arrange relief for family caregivers
  • Assess clients who may need to move to an assisted living or residential care facility or to a hospice residence

If you require nursing or physical and occupational therapy services, a nurse or therapist may visit you in your home to assess your specific additional needs.

How long do I have to wait before I will see a case manager?

Eligible clients may be assessed within a couple of days or up to a week, depending on the urgency of need.  While every attempt is made to accommodate urgent circumstances, these services are not emergency services.

Services are prioritized for clients who most urgently require these services.

Step 3 - Develop a care plan

Following the assessment, an individualized care plan is developed and appropriate services are arranged. The goal is to help people with multiple health care needs live at home safely and to avoid unnecessary admission to a hospital or care facility.

What if Home and Community Care services don’t meet my needs?

If it is determined that Home and Community Care services are not required, you may be directed to other community resources.

Do you provide help with housekeeping, transportation to appointments or other non-health services? 

Fraser Health provides health-care related services only. Other agencies in your community provide non-medical assistance to help you live independently. Call 2-1-1 or visit bc211.ca if you need a service and aren't sure what it's called or where to find it.

I Need To...