Frequently Asked Questions


What makes Home Instead Toronto different from other agencies offering home care?

At Home Instead Toronto, our 22 years of experience uniquely positions us to understand your needs. We take pride in delivering quality care through our training, ensuring compassionate care for a range of conditions. Individualized care plans and regular quality assurance checks by our Registered Nurses guarantee that your evolving needs are met.

We have the benefits of being both a local and international company. Home Instead Toronto is the largest family-funded home care agency in Toronto, and the largest in the Home Instead network. Home Instead is the largest home care company in the world with over 1,100 locations worldwide.

Why should I use Home Instead Toronto rather than someone out of the newspaper?

We provide nursing oversight and create a customized care plan for each of our clients. With our extensive pool of Caregivers, we ensure that we find the right Caregiver, and that service is not interrupted.

All of our Caregiversare screened, trained, bonded, and insured, and there is no risk to you in the event of an accident on the job. Our office provides help and guidance to all staff with our dedicated 24/7 phone line.

Are your services available in retirement communities or assisted living facilities?

Yes, a large number of our clients reside in settings other than their home. We have had great success working in facilities of all types, and are partnered with many of the premiere retirement communities in Toronto. We provide companionship, personalized assistance, and personal care to ensure you keep your independence and get the highest level of care, wherever you call home.

Can you provide care 24 hours, 7 days a week?

Absolutely. We provide 24/7 care for short-term, long-term, respite, and palliative care. Many families rely on us to make sure their loved ones are well looked after.

My family member is unsure about receiving help. How do I approach this situation?

It’s common for family members to be hesitant about accepting help. We recognize the importance of maintaining independence. Our free assessment provides an opportunity to discuss concerns openly, addressing them with a caring Nurse.

How soon can our family get help?

We understand the urgency of your needs. For urgent care within our scope, we can provide service within 24-hours.


How do you select your Caregivers?

We go through an extensive selection process which entails a phone screening, an interview at our office, and an orientation and training before they are hired.

All of our Caregivers have successfully completed a thorough reference and criminal background check. Each Caregiver is also bonded and insured. We bring on less than 10% of candidates who apply to work with us.

What is the experience of Caregivers at Home Instead?

Our Caregivers are diverse and compassionate, and include Personal Support Workers, internationally trained Nurses, and experienced healthcare professionals. Ranging from mid-twenties to sixties, they undergo screenings, background checks, and training to ensure capability and dependability.

What happens if a Caregiver is injured on the job?

Your peace of mind and the well-being of our Caregivers is our priority. Our Caregivers are bonded and insured through the Workplace Safety Insurance Board (WSIB). We take responsibility for the safety of our Caregivers, and there is no liability to you in the event of an accident. In case of a Caregiver’s illness or injury, we maintain continuity of care by finding a qualified replacement, and follow up with the injured Caregiver on a regular basis.

Do Caregivers drive?

While our Caregivers do not drive, they offer assistance with transportation to appointments through taxis and rideshare apps.

Can I help choose my Caregiver or change if necesssary?

Yes, our clients can help in the selection process of their Caregiver. We pay extra attention to assigning a Caregiver that will be compatible and meet your service needs.

The compatibility between clients and Caregivers is our priority throughout your experience.


What are your rates?

Our rates are very competitive. For the most current rates, please contact the office at 416-972-5096.

Do you have minimum hours of service?

We require a minimum of 4 hours per visit, however, outside of that we are flexible to design any care plan up to 24/7 care. A Nurse Manager will discuss scheduling during your assessment.

Do fees change according to the duties assigned?

The customized care plan outlines all assigned duties, which is included in our rates. Our rates do not change based on the time of day or services rendered. You won’t encounter additional charges for specific services.

We have a daily rate for live-in care.

Who pays the Caregiver?

We handle all the billing, payroll, taxes, insurance, and administrative responsibilities for you.

How often do you bill for services?

We invoice for services twice a month, on the 15th and the last day of the month. We ask for payment within 10 days from date of billing.

The bill is all-inclusive, and includes all hours worked, any mileage, reimbursements, and miscellaneous expenses.

Do I need to sign a contract? What is your cancellation policy?

Yes, we do have a Service Agreement that outlines our policies. There is no obligation to commit to ongoing service, and it may be cancelled with 24-hours notice.