Questions to ask When Choosing a Non­-Medical Home Care Company


1. What is the background of your company? What type of license do they have? Find out who owns the company and weigh how the ownership affects the company’s service and reliability. Is it reputable and in good standing? Is it involved in professional organizations?

2. What qualifications, certifications, experience and training do you require of your workers? Find out if caregivers’ credentials are investigated. Plus, determine whether caregivers undergo a thorough, professional testing and screening process. Ask what ongoing training is provided.

3. Are your staff employees or independent contract workers? Are they insured and bonded? Is the agency licensed by the State of Colorado? Ask about liability insurance and workers compensation policies. For your protection, ensure that all caregivers are insured and bonded by the home care agency.

4. How do you supervise your workers to make sure the proper care is given? Some agencies make scheduled quality assurance calls and visits. To further ensure quality care, see that all caregivers are regularly and closely supervised by a qualified company representative.

5. Will the same employee continue with my case? It is difficult to receive good care if different people show up every week. A good home care provider will be concerned with continuity of care.

6. Do you conduct a home visit before starting the home care service? What is your assessment process? Does it include a home visit? It is important that the client and family members discuss the kind of care needed with a home care representative. This will help you determine whether the home care provider can meet your needs.

7. What happens if I have an issue or concern after business hours? Is there an on call manager on duty 7 days a week after hours for any emergency situations?

8. Can you give me some references from past/current clients and/or facilities? One good question to ask is: “Would you use this company again for yourself or your loved ones?”

9. Do you guarantee customer satisfaction? The home care provider should guarantee care and cancel charges for unsatisfactory service.

10. How do you handle customer complaints or caregiver conflicts? You want a company that addresses problems quickly.

11. What is your cancellation policy? Do they require 24 hours notice except for hospitalization or the end of life?

12. Do you work with my doctor in developing a plan of care? If you require care beyond that associated with activities of daily living, your doctor ought to be involved. Most agencies will work directly with your doctor in arranging and planning for your care.

13. What is your dress code/uniform policy?

14. How are family and clients involved in their care? How are their individual needs and preferences met? Each person participates in the development of their care plan. We always conduct a thorough assessment of clients’ needs and preferences at our initial assessment.

 

“Thank you for taking such good care of my dad. You helped make his last few months very enjoyable and we are very grateful to you all.”

‐Jody