I have a private-pay client who started with basic personal care services, but now they keep adding extra requests—grocery shopping, pet care, handyman tasks. I want to keep them happy, but this wasn’t in our agreement. How do you set boundaries without losing clients?
Ugh, this is so common. Clients will test the limits, especially if they feel comfortable with their caregiver. My approach is to always refer back to the care plan:
“I understand you need extra help with XYZ, but unfortunately, that falls outside the scope of our agreed services. I’d be happy to discuss adding services if you’re interested!”
YES. Setting expectations from day one is so important. I train my caregivers to politely redirect:
“I’d love to help, but I have to stay within my assigned duties. Let me check with my supervisor about additional services.”
That’s a good approach. What if they just expect the caregiver to do it anyway?
If they keep pushing, I send a formal notice reminding them of the services they’re paying for. If they still don’t get it, I tell them we’ll need to adjust their care plan and rates. Most people back off once money is involved.
Yup! And honestly, some will take advantage no matter what. If they keep crossing the line, you may need to decide if they’re worth keeping as a client. A bad client can cost more in stress and caregiver turnover than they’re worth.
That’s fair. I just hate confrontation.
Think of it as education, not confrontation. You’re just making sure they understand what they signed up for!