Frequently Asked Questions



Overview

What is Carol Health?

Carol Health is an on-demand medical home care service that helps anyone see a nurse where they want and when they want. By using the app or calling 1-888–68-CAROL (1–888–682-2755), you can connect with a registered nurse who is available to come to you at your request.

Who can use Carol Health?

Anyone age 18 or older can use Carol Health.

Where is Carol Health available?

Greater Grand Rapids area and Holland, Michigan, including:

  • Ada
  • Allendale
  • Belmont
  • Byron Center
  • Coopersville
  • Comstock Park
  • East Grand Rapids
  • Forest Hills
  • Grand Rapids
  • Grandville
  • Holland
  • Hudsonville
  • Jenison
  • Kentwood
  • Marne
  • Plainfield
  • Rockford
  • Sparta
  • Wyoming
  • Zeeland

When is Carol Health available?

8:30am - 5:00pm (ET), Monday - Friday

Why would I use Carol?

Carol allows you to get medical care for yourself or a loved one in the convenience of the home setting.

What kind of services does Carol Health provide?

Technology

What kind of device do I need in order to use Carol Health?

Carol Health is available on mobile, desktop, and tablet.

What if I do not have a smartphone? Can I still use Carol Health?

That is not a problem - simply call Carol Health 1-888–68-CAROL (1–888–682-2755) and request care.

Care Visits

What happens during a Carol Health visit?

A registered nurse will arrive at your home, provide you with the care you have requested, and identify whether any additional care is recommended. Your visit will not be rushed, and you can feel free to ask the nurse any medical question you may have. If he or she is not qualified to provide the care needed, the registered nurse will provide you with some options to get the appropriate care.

Where in the home does the care take place?

Carol Health registered nurses require a private setting in which to provide medical care for you in order to protect your privacy. If possible, the ideal area in which to receive care from a Carol Health registered nurse is the first floor of your home, in a living area that will provide adequate space and comfort for you and the nurse.

What should I do to prepare myself before a Carol Health registered nurse arrives?

In order for our registered nurses to provide the best possible experience for you, and to ensure privacy, we request that you prepare a clean and quiet space for the visit. For the safety of our nurses, we require that you:

Please make sure all firearms, dangerous weapons, explosives, or dangerous materials are stored away and out of sight while care is being provided.

Do not have illegal drugs or drug paraphernalia visible or in use by the patient or anyone in the home during the time care is being provided.

Put away all animals, including but not limited to dogs, cats, birds, reptiles, and amphibians, for the full time care is being provided. There is an exception for service animals.

There is an exception to services animals.

Not be intoxicated or under the influence of alcohol or other drugs during the entire time care is being provided. The same standards apply to other family members in the home.

Put away and do not display pornography during the entire visit.

Do not make lewd or inappropriate comments or advances toward the nurse.

What if I need to request care for a loved one?

Carol’s Care Circle allows you to add family and friends to your profile or a loved one’s profile. This allows you to request care for them and stay updated throughout the process, even if you cannot be there with them.

Can I speak with my registered nurse?

Yes, you can speak with your registered nurse after the care is confirmed. To do this, simply select the contact button, and the app will prompt you to text or call the nurse who will be providing care for you. Once the care is completed, you may call Carol Health at 1-888–68-CAROL (1–888–682-2755) for any other needs you may have.

What if I want to cancel the request?

You may cancel the request by calling 1-888–68-CAROL (1–888–682-2755); however, you might be charged a cancellation fee if a nurse has started your request.

After a Visit

What happens after the care is completed?

You will receive a call from the Carol Health team to check in with you three to four days after you receive care. We want to hear about your experience and follow up with you.

Legal

What forms do I have to sign to receive treatment?

All of the forms are within the app and are included in the sign-up process. They include the “Notice of Privacy Practice” and filling out your medical history, personal information, contact information, and notification settings.

What forms do my loved ones need to sign to request treatment for me and keep updated on my care?

They will need to provide medical history information, including your primary care physician’s name, phone number, a list of medications you’re currently taking, any allergies you may have, and any medical conditions you have.

They will also need to provide personal information, including name, phone number, email, birthday, gender, and zip code.

We also require a credit card number for billing purposes.

What are the terms of use?

See our terms of use.

Payment

How much does a care visit cost?

A standard visit costs $35 for up to 30 minutes of care. For visits lasting longer than 30 minutes, each additional minute of care cost $1.17.

Carol will provide an estimated cost for each visit. Actual cost is based on the amount of time spent with the client and may differ from the estimated cost. A visit starts when the nurse arrives at the residence and ends when the nurse leaves the residence.

Does Carol Health accept my insurance?

Carol Health does not accept insurance.

Do you accept payment from an HSA (Health Savings Account) or HRA (Health Retirement Account)?

Yes, you can pay using your HSA or HRA account.

Can you send me my bill?

Yes, you will be given a receipt upon the completion of the care.

Documentation

Can I access my medical records from my Carol Health visits?

Yes, you can access your medical records from your Carol Health account under the “review care” section.

Do you send my medical records to my primary care provider, hospital, or anyone else?

Carol Health does not send or receive medical records from your primary care provider, hospital, or anyone else. Carol Health will notify you and those who are in your Care Circle when the care is completed, prompting you to review the care in the Carol Health record. For your privacy, your medical records will not be sent elsewhere.

What does Carol Health do to keep medical records confidential?

Carol Health is a HIPAA compliant company and abides by all applicable privacy and security health information laws. All medical records are maintained by Carol Health. You may view your medical records and the record of those in your Care Circle securely and confidentially through the Carol Health application. You can view the Carol Health privacy policy and notice of privacy practices on our website.

Additional Information

How do I know all of the Carol nurses are trustworthy?

We conduct background checks, verify each RN’s license, and interview them.

Who is the Carol Health registered nursing team?

The Carol Health is a platform that also helps out registered nurses. Registered nurses in your local area are the ones who have the opportunity to sign up and provide care on days when they are not working at the hospital. Carol Health gives each nurse a thorough background check, validates their nursing license, and interviews each nurse to make sure they are qualified to help you or a loved one out.

Can I request a doctor with Carol Health?

At this time, Carol Health helps you connect with registered nurses who are trained and licensed to help you or a loved one with the services offered. To see a list of services, please see our “services” section.

Can I request a male or female registered nurse?

Carol Health matches you with a nearby available registered nurse; you cannot choose your nurse.

What if I need emergency care?

Carol Health is not for medical emergencies. If you’re having a medical emergency, call 911.

Do you have a question that is not listed here?



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