In Home Care Services With a Personal Touch

At Heart and Hands in Home Care, we strive to give our clients unparalleled service and undivided attention. With our help, you can have peace of mind knowing that your loved one is well-looked after, even when you’re away.

We work with our patients to maintain and improve their health. Our team aims to serve your entire family, attending to their various needs in all stages of life. We believe in providing comprehensive health services to our patients in a friendly, relaxed, and in-home atmosphere. Since 1999, we have been helping our clients in the Greater Western Michigan area achieve their best physical state.

What We Do
Other Services
Service User Rights
Complaints Procedure for the Service User
What We Do
  • Bathing (cleaning the body and shampooing the hair, including lathering, rinsing, and drying)
  • Grooming (maintaining personal hygiene and neat appearance, including hair combing and brushing, oral hygiene, shaving, and dressing, as well as fingernail and toenail care)                
  • Mobility assistance (walking or moving around with adequate reassurance, providing physical assistance when needed, guidance with devices if deemed appropriate)
  • Transferring (moving from a sitting or lying position to another sitting or lying position)
  • Going to the toilet (getting on and off toilet or commode, cleaning the body after toileting, using and emptying bedpans and urinals, application of briefs and barrier pads, ostomy and catheter care)
  • Incontinence care
  • Feeding
  • Medication monitoring
  • Companionship
Other Services
  • Doing the grocery
  • Preparing meals (washing, peeling, slicing, mixing ingredients, opening packages, cans, and bags, lifting pots and pans, cooking, reheating food, safely operating stove, setting the table, serving the meal, washing, drying, and putting away dishes)
  • Doing light housekeeping (sweeping, vacuuming, washing floors, cleaning the bathroom, changing bed linens, wiping down kitchen counters and sinks, taking out garbage, dusting, cleaning oven, stove, and refrigerator, picking up errands)
  • Doing the laundry (sorting, washing, drying, folding, and storing clothing)
  • Lawn maintenance and snow removal
Service User Rights

Our mission statement generates the following Service User Rights:

  • The right to have personal dignity respected
  • The right to be treated as an individual, whatever the level of the service user’s physical or mental ability
  • The right to have personal independence, personal choice, and personal responsibilities for actions—even if this involves some risks
  • The right for the service user to undertake those daily living tasks that they are able to do
  • The right to privacy for the service user, their belongings, and their affairs
  • The right to receive care appropriate to the service user’s needs from trained and experienced staff
  • The right to have the service user’s cultural, religious, sexual, and emotional needs accepted and respected
  • The right to participate as fully as possible in the development of the service user’s care plan and its ongoing changes
Complaints Procedure for the Service User

As one of our service users, you are entitled to file a complaint at any time. If you wish to raise a concern about the service you are receiving from the companion/staff or the administration, please discuss the problem first with your designated care staff. He/she will do his/her best to resolve the issue. Our management will, in turn, advise the staff what actions to take to address the matter.

If you are unable to discuss or resolve the problem with your staff, feel free to contact our owner, Melissa Leatherman. The details of your complaint will be noted, and any appropriate action will be taken immediately. If possible, at this stage you should record your complaint in writing and mail it to her address.

Once we have received your written complaint, we will reply within one week to acknowledge receipt of your mail and tell you the steps we are taking to resolve the matter. We will give you a progress report within 10 working days and a final report within another 10 working days (20 in total) depending on the complexity of the complaint.

Please feel free to contact us if you want to know what stage the investigation has reached. If you are unhappy with the way we are dealing with your complaint, you may fill out the Health Facility Complaint Form.

We Want to Hear Your Story

Our team always works hard to give our clients the care and attention that they deserve. Share your experience on how we have touched you and your family’s lives through our in-home care services by doing any of these three things:

  • Tell our management team so we can pass this on to the companion/staff.
  • Tell a friend—you are our best advertisement!
  • Send us a message that contains your testimonial.