With the move to consumer-directed care at the beginning of 2017, consumers were given more choice when it came to picking home care providers. While this was a positive step forward, it has also led to a steep increase in new home care providers. There are now about a thousand businesses offering in-home care services around Australia.

So how do you recognise a quality home care provider?

Transparent costings

A quality home care provider will always be upfront about their fees and how much of your package will be taken out for administration fees, case management and other charges.

Your home care provider should have a schedule of fees that offer a clear outline of the type of support services offered and their cost.

Also look for the minimum visit times. These should also be clearly communicated. Some providers have a minimum visit of 15 minutes, whereas some have 30 minutes as the minimum. This can make a big difference to how far your package dollars can extend and how many care visits you can receive.

Communication

How responsive your care provider is to your enquiries, questions and needs can be the difference between quality care and a service that can leave you feeling stressed and unheard.

Ask who your primary point of contact will be, how they can be contacted and whether they can be reached outside of normal business hours. Some providers have a central contact centre while some may give you a mobile contact number of your primary contact.

Staffing and service delivery

Quality providers will look to pair you with a regular team of carers who get to know your needs. You will be involved in the development of your support plan and will get to choose the service times and routines that suit you.

Look for providers with an appointment-based system where you can book in an actual time for a care visit, rather than a window of time where you may be left waiting around.

Don’t be afraid to shop around and talk to different care providers and find out how they can help you.

Do your research

Use the below checklist to help you ask the right questions.

Service delivery

• Can I choose my own service times and routines?
• Will I have a dedicated care manager and personalised support/care plan?
• Can I be involved in the development of my support/care plan?
• Do I get to keep a copy of the support/care plan?
• How often is the support/care plan reviewed and updated?
• What happens if my care needs change?
• Do you provide support for palliative and end of life care?
• I have a carer I really like. Can they keep visiting me?
• Are your staff qualified?
• Do they have police checks?
• Can I have the same staff member every visit?
• What is your minimum visit length?
• What role do registered nurses have in care/service delivery?
• What is your approach to supporting people with dementia?
• How do you make sure the services you provide are of the highest standard?

Communication

• What do I do if I have a concern or a complaint?
• What is your preferred form of communication?
• Who is my best point of contact?
• What are your contact hours?

Fees and charges

• What are your service costs?
• What administration, case management or core advisory fees do you charge?
• Do you charge an exit fee? How much is this?
• What are your travel fees?
• Are there any other fees or charges I should know about?