If you are a home care package recipient, how do you know if you are getting good value and service from your chosen home care provider? Maybe it’s time for a home care health check.
Since the home care system changed towards consumer-directed care in 2017, home care package recipients have the power to choose a home care provider that best suits them.
But what might suit you when you first sign up might not suit you down the track. Like so many providers we sign up with, such as insurance, banks and energy providers, it’s also important we don’t just set and forget when it comes to our home care provider.
Here are some tips to give your home care a health check and decide whether you are still happy with your current home care provider.
Similar to the process of choosing a home care provider, a home care health check will allow you to assess how happy you are with the home care services you’re receiving, how they’re delivered and what you’re being charged.
Service delivery
Overall, how satisfied are you with the home care services you’re receiving?
Are you happy with the staff who deliver your services?
Do you have continuity of carers or are they always changing?
Has your provider been flexible in adapting your care to suit your changing needs?
Is your support/care plan updated regularly?
How reliable is your service provider – are your carers on time or are you kept waiting?
Can you access care at your chosen times – even on evenings, weekends and public holidays?
Communication
Does your home care provider respond promptly to your requests?
Is it easy to get in touch with your care coordinator or case manager?
Do you feel your provider listens to your needs?
How are complaints handled?
Fees and charges
Do you know how your provider’s fees compare to other providers?
Are you charged a set case management fee, even if you don’t regularly use this service?
Do you know what your exit fee will be if you choose to change providers?
Is your service provider happy to talk you through your statements if you have any queries?
The decision to change home care providers
While most of these questions require some self-reflection, some may be best answered by having a chat with your provider. If you are left unhappy with the services you are receiving or by how your provider responds to any of your requests, it may be time to look at changing home care providers.
Look for a home care provider who is happy to have a no-obligation chat about the home care services you are looking for and be sure to ask them questions about how they would address your unmet needs or grievances you have with your current provider. Some providers are happy to look at your current service agreement and statements and let you know how their service will compare in terms of fees and service delivery.
Be wary of any home care provider who puts pressure on you to move your package to them or utilises door-to-door or telemarketing sales tactics. The decision to move your home care package is your own and you are entitled to shop around and do your own research before you make that decision.