How to choose a home care provider

4.   Research the provider

Take your time to properly research potential providers. Try and find out as much as you can about a care provider by:

• Looking online, viewing their website, social media and online presence
• Read reviews to see what clients are saying. Think Google, Facebook or Care Opinion Australia reviews. At the bottom of each provider profile on the Aged Care Guide you can also see reviews about these providers from people just like you.
• Find out what credentials they have, like quality certifications and industry awards, which can indicate expertise in aged care delivery

It might seem like a lengthy process but it’s worth taking the time to find out when you’re putting yourself or your loved one in a care provider’s hands.

5.    Check they meet your individual needs – now and in the future

What type of home care do you need now?

List exactly what you’re looking for in your new service with your current circumstances. What do you need support with in your care package and what range of services do you want from the provider? It might be gardening or getting dressed, or you might need help with home security and things like changing locks and checking fire alarms. Or maybe you have a serious disease and you need a higher level of care at home with the right professional support for your medical needs. Make sure the provider is able (and available) to deliver what you need and within your local area.

It’s also worth thinking about your preferred characteristics of the person helping you at home; whether that’s gender, language, culture, faith, or even age. Or maybe you want to receive support on certain days or at certain times. These are all things that are worth shopping around for until you find the right fit for you and your needs.

What type of home care are you likely to need long term?

Once you’ve found a few providers who can deliver the support services you or your loved one need right now, it’s definitely worth considering whether they can support your future needs. While it might be hard to perfectly predict the exact trajectory of what you might need down the track, it’s definitely worth considering whether home care is a long-term care solution for you. For example, does the provider offer specialised nursing care at home? Deteriorative diseases can even affect the type of services needed in the long term, and you might need a different level of home care down the track (Commonwealth Home Support Programme vs the tiered Home Care Package Program).

Find out more about home care packages (link to article “what’s a home care package”)

Does the provider offer residential aged care?

You might also want to consider whether they also offer 24/7 professional care at an aged care centre. While many people seeking home care don’t wish to entertain this possibility, it might feel easier staying with a provider you already know and trust if your needs change and you do need to eventually consider residential aged care.

Also, remember that you don’t need to figure this all out on your own! A good service provider will take the time to develop a comprehensive care plan that takes your possible future needs into consideration. They’re there to help you prepare for your evolving situation and find a solution that suits you and your personal goals and care needs.

6.   Contact the providers

Once you’ve done your research, you’ll want to contact your shortlist of potential providers that you are considering. It’ll give you a good opportunity to get a feel for how they operate and you can ask them lots of questions. See if you can organise a time to meet the provider and make sure you prepare some questions to ask.

Some possible questions are:

• Will there be a dedicated care manager? If so, how often will they check in with you?
• What are all the costs involved with their services? How much of the government subsidy is available for you to spend?
• What are their hourly rates?
• Do they charge exit fees? How much?
• Do they charge case management fees?
• Are there any other unexpected costs not covered by government funding?
• How often are care plans reviewed?
• What kind of checks do they do on staff? For example, police checks
• Are they able to support people with different cultural backgrounds and languages?
• What’s the complaint handling process?

7.    Find a customer-friendly provider

This is a no-brainer – nobody wants to deal with a provider who is unpleasant, however, it can be particularly important with home care services. Why? Unfortunately the aged care system is not very easy to navigate, especially for older people, so choose a provider who can help make the process easier. You want someone who goes the extra mile to make sure you or your loved one understands how it all works and is left feeling supported – every step of the way.

When choosing a provider, also look for quality communication and try to get a sense of the nature of the relationship you’ll have with them. Meet with the home care representative before deciding to go ahead and find out how often customer relationship managers check in with clients, how often care plans are reviewed what they will do to ensure you have a quality customer experience. Don’t be shy, a high quality service provider will be more than happy to answer your questions and provide all the reassurance you need!