What to expect from the first call
Many families put off making this call for longer than they should — worried they will be pushed into something, or that they do not have enough information to have a useful conversation. In practice, neither of those things tends to be an obstacle. The first call with Arcadia is designed to be useful to you regardless of where you are in the decision-making process.
1
We listen first
We ask about the situation — who needs care, what is happening, what the family has already tried, and what feels most urgent. We do not begin with a questionnaire or a pitch. We begin by trying to understand.
2
We explain your options honestly
Based on what you share, we explain what types of support are likely to be most useful, what publicly funded care may be available through Ontario Health atHome, and what private care from Arcadia would involve and what it would likely cost. We give honest answers, including if we think another type of provider would serve you better.
3
We answer your questions
Whatever is on your mind — how caregivers are selected, what happens if something goes wrong, how billing works, how quickly care can start — we answer it directly. There are no questions that are too basic or too detailed.
4
You decide what comes next
At the end of the call, you decide whether and how to proceed. Some families book a care assessment on the same call. Others need more time to think or to talk with other family members. Both are completely fine. There is no pressure to decide anything before you are ready.
What you do not need to have ready
Families often delay calling because they feel they are not prepared. Here is what you do not need before you call:
You do not need to have
- A clear idea of how many hours of care are needed
- A diagnosis or medical records
- A decision made about whether you want private or public care
- Agreement from the person who will be receiving care
- A budget figured out
- Other family members aligned on what to do
All of those things get worked out through the conversation and the care assessment that follows. The only thing you need to start is a willingness to describe what is happening.
What is helpful to have on hand
While you do not need to be prepared, these things help us give you a more useful first conversation:
A brief description of the situation
What has changed recently, what the person can and cannot manage on their own, and what the family is most worried about.
The person's approximate age and location
So we can speak to what is available in your area and what publicly funded options may apply.
Any known medical conditions
Not a full medical history — just the diagnoses that are most relevant to the care being considered.
A sense of urgency
Whether this is an immediate need, a planned arrangement, or something you are beginning to think about for the future.
How the first conversation fits into the care process
The first conversation is the start of a structured process — not a standalone call that leads to a care package being emailed to you. Here is how the steps connect:
How Care Starts at Arcadia
Frequently asked questions about the first call
How long does the first call take?
Usually between 20 and 40 minutes, depending on how much you want to cover. There is no set time limit — we go at the pace that is useful to you.
Who should be on the call?
Whoever is most informed about the situation and most involved in the decision. That might be an adult child, a spouse, the person who will be receiving care, or some combination. If you are calling on behalf of a parent who is not yet aware you are exploring care options, that is also fine — and common.
Will I be pressured to sign up for anything?
No. The first call is informational. We may recommend a care assessment as a logical next step, but we do not push for commitments or create artificial urgency. Families who feel pressured tend not to make good decisions, and they tend not to become long-term clients.
What if I am calling from out of town about a parent in Toronto?
This is a common situation. We are well practised at supporting families who are managing a situation at a distance — the first call can cover what is happening, what we would need to assess, and how we would keep you informed through the process.
Can I request a callback instead of calling?
Yes — use the form below and we will call you at a time that works for you.