FAQs

We match you with the the most trusted, respected and committed healthcare providers in your community. We do this through a simple process that you’re in charge of:

1. Listen to your story on what your quality of life is now, and what you want it to be.
2. Choose your match from our network of over 10,000 healthcare providers.
3. Build your dream team if you need more than one type of care.
4. Streamline all the details through our custom network of cutting edge technology and dedicated Care Partners.

Browse our homepage, contact us or live chat with Allison (during business hours) if you want more info!

The Spark matching process means care that is tailored to you.

Before any commitments are made, you tell us your story. What you love. What you struggle with. Where your life is, and where you want to be. We listen. We really listen.

Next, we put together a shortlist of healthcare providers whose personalities, interests and backgrounds make them a great fit for you.

Then, we help you choose the care provider whose approach, personality, education and experience fits you best.

Once you’ve chosen your care provider, we put our heads together and create your personalized care plan. It draws from established best practices, but is specialized for your needs, goals, and interests. Your roadmap for a happier, healthier life.

All of this is done through one person – your Care Partner.

Care Partners wears many hats!

They:

• Create and apply your care plan
• Manage all the details of your care
• Act as the main point of contact between you and your caregivers
• Advocate for you to any and all people involved in your care

Above all, a Care Partner always prioritizes your needs and well-being. Whether they’re providing monthly check-ins, monitoring funding, conducting intakes, holding meetings with other health professionals, interviewing new care providers, adjusting schedules, introducing clients to care providers, communicating with referral partners—or solving whatever problems come along the way. Not all heroes wear capes!

You sure do! We’re the only organization that includes you in the care provider selection process. After thoroughly vetting and narrowing down a list of great candidates we sit down with you to make the final decision together.

That’s what we’re here for! Before you make any decisions, we’ll meet with you for a free consultation with a Care Partner and get to know who you are and what you need. We then recommend a care plan that is tailor-made for you. It may focus on a particular service or incorporate multiple ones. It all depends on what you need. If we don’t feel that we have the right services for you, we will refer you to someone who does.

Your Care Partner. They’re always available to discuss scheduling changes, ensure care plan goals are being met or communicate on your behalf with the other people and organizations involved in your care.

We’re proud to have a diverse community of care providers who speak a variety of languages, including Cantonese, Farsi, French, German, Hindi, Italian, Mandarin, Portugese, Spanish, Russian and more.

We work with people of all ages!

While the intake process typically takes two to three weeks, we’ve matched some clients within 24 hours of referral. For comparison, most agencies put you on a waitlist with no idea of when your care will begin. We understand that waiting isn’t always an option. If you need care immediately and we haven’t found a match for you yet, one of our experienced Community Managers will provide it in the meantime. We don’t believe in waitlists!

Definitely. If you need transportation we will match you with a care provider who has a vehicle and is fully insured to transport you in plan-approved situations.

We have three layers of protection for our clients to make sure every minute of care is covered:

1. Commercial Liability Insurance: in the event of injury or accident, this covers the time of rendered services.
2. Caregiver & Client Transportation Insurance: in the event of a motor vehicle accident, this covers both client and caregiver.
3. Additional care provider coverage for their own liability and transportation.

Spark works with all kinds of medical and community professionals, including (but certainly not limited to):

• Physiotherapists
• Occupational Therapists
• Case Managers
• Lawyers
• Doctors & Nurses
• Assisted Living Community staff

We ask that you give us at least 24 hours notice to give our care providers enough time to adjust their schedules.

If cancellations happen within 24 hours, we have to bill for the time because our care providers need to be paid for their time. We want to provide them with as much stability as we provide you.

It rarely happens, but if it does, we will work tirelessly to re-match you as quickly as possible with someone who is.

No, but we’ve streamlined a set of leading-edge applications that collectively make virtually all of our invoicing, documentation, scheduling, contracts and waivers paperless.

Our community loves using them for three simple reasons: it’s faster, easier and cheaper than the normal way of doing healthcare administration.

We know that digital tech will become an integral part of the care process in the near future and we’re determined to stay ahead of the curve.

It depends on what you need. We walk you through the options during your free consultation with a Care Partner.

We make the payment process as simple and transparent as possible. With that said, your care provider can’t accept payment directly from clients.

Every month we’ll email you an invoice that allows you to use any of the payment methods we offer. It also has a link that lets you access all your previous invoices at any time.

Absolutely. We are a Licensed Service Provider with the Financial Services Commission of Ontario which means we can invoice your services and offer direct billing straight to your insurance company. It spares you a lot of paperwork, and many headaches!

A significant part of the service we provide happens before you even meet your care provider. Research, background checks, interviews, consultations, care plans and onboarding – to name just a few. We also equip our care providers with things like liability and accident insurance, training and education resources, health benefits, co-working space and administrative resources.

We do all that work so they can focus on you, and you can focus on the things that are most important.

Paying for services should be hassle-free, which is why we accept almost every form of payment there is, including major credit cards, debit, cash, cheque and e-transfer.

Simply, because we have to. We’ve tried in the past to save our clients from HST charges, but CRA requires it on our invoices.