Hourly in-home elderly care services in Ho Chi Minh City – A safe and kind solution for your parents

1) What if Ms. SAN arrives late/takes unexpected leave?

SAN Coordinate replacements so that the caregiving session is not interrupted and Refund/Compensation for lost time The section is out of service. Repeated violations will result in penalties. discipline.

2) What if Ms. SAN is poorly dressed, has body odor/poor personal hygiene?

SAN acknowledges the feedback, Correct this immediately.If there is no improvement → Change the player. To ensure comfort and respect for the elderly.

3) What if Ms. SAN uses her phone too much and lacks focus at work?

SAN regulations regarding telephones Care must not be interrupted.. Verify correct → rectify/replace personnel; cases of blatant negligence may Refund/Reduction of fees.

4) If Ms. SAN's end-of-shift report is incomplete, will the family be unaware of the situation?

SAN requires minimum reporting: Eating – sleeping – hygiene – prescribed medication – mental state – unusual symptomsNot achieved → rectify/replace personnel To ensure transparency.

5) If Ms. SAN doesn't talk to them, do the elderly feel lonely/insecure?

SAN views this as does not meet CSNG standardsSAN reminds you of the interaction standard and Change the player. if the elderly person is unsuitable or their feedback is accurate.

6) What if Ms. SAN is negligent, just going through the motions, and neglecting the elderly?

SAN records specific details (eating, sleeping, hygiene, and mental well-being). Correct the mistake or replace the person. If correct. If the service is substandard, SAN may Refund/Reduction of fees according to degree.

7) What if Ms. SAN doesn't follow the family's prescribed daily routine (sleep-wake-light exercise)?

SAN clarifies "lifestyle habits" from the outset. Repeated deviations → Replace with a more suitable person., to avoid having your family constantly remind you.

8) If hygiene/bathing is not done properly, or is it done carelessly?

SAN considers this to be platform errorSAN will rectify the situation immediately and Replace the player if it happens again.. Maybe Refund/Reduction of fees If the hygiene standards are not met as agreed.

9) What if hygiene is neglected (forgetting to change clothes, forgetting to clean up after using the toilet, not changing diapers in time)?

SAN processing according to protection standards. dignity and comfort of the elderly. Repeat → Change the player., and at the same time, streamline the process of monitoring daily activities.

10) What if Ms. SAN provides inadequate food, skips meals, or prepares meals carelessly?

SAN verifies the meal – time – and extent of omissions, then rectify/replace personnel If that's true. It's possible. Refund/Reduction of fees When meals are not provided as agreed upon.

11) What if Ms. SAN cooks/prepares food incorrectly according to dietary restrictions (too salty, difficult to chew, not suitable for her diet)?

SAN requires a list of dietary restrictions from the start. If it's still incorrect → rectify/replace personnel and possibly Refund/Reduction of fees If it affects the meals of the elderly.

12) What if Ms. SAN forgets to remind the family to take their medication as requested?

Ms. SAN Do not self-medicate.but responsible Remind me on time. Follow family guidelines. When mistakes occur, SAN Record and verify, Player substitutions + mandatory retraining If the error is in the process. If actual consequences arise due to a service error, apply. Compensation within the agreed limits.

13) What if Ms. SAN deviates from the instructions on her own (skips medication reminders, changes meals because she "feels fine")?

SAN principles: do not act on your own initiativeVerify correct → process as process error, maybe Replace the player immediately.If it causes actual consequences, apply compensation within the limits of commitment.

14) What if there are unforeseen circumstances or suggestions for "extra work at an additional cost"?

SAN No private agreements allowed.All changes must be agreed upon by the family and confirmed by SAN beforehand. Violations will result in penalties. internal processing.

15) What if Ms. SAN asks for gifts/money separately, or asks for help with purchases and then "recalculates" the cost in an unclear manner?

SAN recommends All expenses must be transparent and verified.If there are signs of a lack of transparency, SAN step forward to clarify and disciplinary action if violated.

16) What if you lose items/money or suspect a problem with your property?

SAN stand up and verify transparency, family not to confront each other with Ms. SAN. If the fault lies with the service, SAN will review it. compensation based on level within the limits of commitment.

17) What if Ms. SAN rummages through guests' private belongings / uses guests' items without permission?

This is the group Violation of trust – no tolerance.:

• The SAN family, No need for direct confrontation.
• SAN Pause shift/change personnel immediately
• Verification based on actual observations.
• If true: SAN cease cooperation and accountability; damages (if any) will be considered. Compensation ≤ 3 × service fee as agreed.

18) What if Ms. SAN takes photos/videos inside the house or shares family stories with outsiders?

SAN views this as privacy violation. Verify correct → Take strict action (may include terminating cooperation). And SAN stepped in to work with the family.

19) What if Ms. SAN illegally asks someone else to take over her care/shifts?

This is red line Because the risks to safety and property are very high. SAN separated from the shift today, verify and cease cooperation If that's correct.

20) What if Ms. SAN is irritable, disrespectful, or speaks without regard for the elderly?

SAN receives feedback immediately through the coordinator (families do not need to provide direct feedback). If the feedback is valid, SAN Remove Ms. SAN from the shift., disciplinary action/retraining. In serious cases, it may be necessary. cease cooperation.

21) What if Ms. SAN takes advantage of elderly people with dementia (by enticing them to give money/items, making false statements, or causing psychological distress)?

This is red line from SAN:

• SAN separate immediately Ms. SAN is off duty, prioritizing the protection of the elderly.
• Working directly with the family, documenting details.
• If true: Stop cooperation immediately., supporting families in stabilizing the mental health of the elderly.
• Any damages (if any) will be handled and assessed. Compensation ≤ 3 × service fee as agreed.

22) If an elderly person falls or has an accident while being cared for, will SAN be liable?

No. SAN is not standing aside. SAN will:

1. Received immediately via dispatch.
2. Prioritize safety and coordinate with the family for timely response.
3. Record the incident (time – context – events – actions taken)
4. Verify the cause using a safety checklist (environment, assistance/support procedures, level of observation, underlying medical conditions, etc.).
5. Solution: Arrange for replacement (if necessary). Change the player., mandatory retrainingUpdate the conclusions clearly to avoid repetition.

23) What if there was concealment of the incident / failure to report it promptly / mishandling the situation without informing the public?

This is red lineSAN Stop cooperation immediately.He stepped in to work with the family and handle the situation according to the severity of the consequences.

24) What is the maximum number of times the service fee can SAN compensate?

Maximum ≤ 3 × service fee of the shift/day/month in which the incident occurred (depending on the customer package), applicable when The verified care process error is attributable to the SAN service. and damages directly related to the care provided.

25) In what cases does SAN not apply financial compensation?

• Objective risks include underlying medical conditions, advanced age, and natural disease progression.
• The incident occurred outside of the scheduled caregiving time.
• The family did not follow the safety recommendations that SAN had previously announced.

Even without monetary compensation, SAN still Coordinate support, replace personnel, and make adjustments to prevent recurrence..

Hiring Ms. SAN is not just hiring an individual. — Instead, it involves hiring an entire system to take responsibility behind the scenes.
There's a problem: SAN receives, processes, clarifies, and resolves the issue completely.