Care Resources

Questions to Ask When Hiring a Home Care Agency

Are the Agency’s Caregivers Bonded and Insured?

The company you choose to work with your family should have professional and general liability, bonding and worker’s compensation coverage. Many home care agencies have only minimal coverage and some none at all. Ask the agency you wish to work with to provide a Certificate of Insurance showing their insurance coverages.

How Extensive Are the Agency’s Criminal and Background Checks?

You want only the most ethical, skilled and compassionate caregivers in your home. It is important that the agency run a complex multi-state check on all the places the caregivers have lived, their driving records and reference checks from previous employers. Live Well at Home conducts the background checks listed as well as completing a pre-hire physical and drug and TB screens.

Is the Agency Licensed by the State?

Yes! California recently required that ALL home care organizations be licensed. To learn more about California Home Care Consumer Services Protection Act AB1217 click here.

How Qualified Are the Agency’s Caregivers?

We hire only professional caregivers that you can count on and that we trust enough to care for our own parents. All Care Pros are employees of the Honor Care Network, thoroughly screened, background checked, licensed by the Home Care Services Bureau, trained, and managed by Honor, our care partner. And we always treat our Care Pros with respect—and give them the support and tools needed to be successful: because we believe happier caregivers provide better care.

Will the Same Caregiver Come to the Client’s Home on a Regular Basis?

It is difficult to receive good care if different caregivers show up every week. A good home care provider will always strive for continuity of care and carefully match each client with the proper caregiver. In cases where we provide extensive hours of care we will usually suggest two caregivers so that our caregivers can work as a team and we can manage the continuity of care. We will work with the client and family to find the right Care Pro for the services requested.

How Does the Agency Select Caregivers and What Kind of Initial Training and Ongoing Training Do They Provide?

An agency should have an extensive and detailed plan regarding their hiring process. It should include pre-screening, interviews, reference checks, and an independent background check. The agency should also have an initial comprehensive training program that is required and a training manual to support this education. Because advances are being made every day, agencies must have required annual training to ensure all caregivers are compliant with new information. Additional training should be offered in Alzheimer’s disease, dementia and Parkinson’s disease care for their caregivers.

How Would a Complaint or Question About Service Be Handled?

A reputable agency will provide you with a detailed process for dealing with complaints or service questions. All clients should be given the agency contact person and phone number to resolve any concerns that may arise. If you have any issue with services at Live Well at Home, please contact us as soon as possible so we can resolve the situation.

What Procedure Is in Place to Handle Emergencies?

Emergencies can happen and a quality agency will have policies, procedures and plans in place to deal with emergencies if they do occur. The agency employees will be thoroughly trained in how to respond to any serious situation. You may want to test an agency you are considering to find out how they handle after hours calls. Live Well at Home by Eskaton and Honor, our care partner, both answer our phones 24 hours a day, 7 days a week and are always available in case of an emergency.

Can the Agency Provide Printed Materials Describing Service Rates and Fees?

An agency that provides detailed, carefully considered materials for your review has gone the extra mile in other aspects of its business. The information should include rates, minimum hourly requirements, billing cycles and any required deposits.

Is the Client’s Course of Care Documented in a Custom Care Plan?

A reputable agency will create an individualized plan of care for each new client. The plan of care should be carefully and professionally developed with the client and family members. The care plan should be written and a copy left with the client. The plan should list specific duties, work hours/days, and the name and phone number of the supervisor in charge. The care plan should be evaluated, updated and revised as the client’s needs change.