Choosing Home Care: questions to interview providers

•     How long has this provider been serving the community?
•     How does this provider select and train its employees?
•     Does it protect its workers with written personnel policies, benefits packages and malpractice insurance?
•     Do they consult the patient’s physicians and family members?
•     How does the agency follow up on and resolve problems?
•     Does this provider include the patient and his or her family members in developing the plan of care?
•     Does this provider supply literature explaining its services, eligibility requirements, fees and funding sources? Many providers furnish patients with a detailed “Bill of Rights” that outlines the rights and responsibilities of the providers, patients and caregivers.
•     Are nurses or therapists required to evaluate the patient’s home care needs? If so, what does this entail?
•     Are patients involved in making care plan changes?
•     Is the patient’s course of treatment documented, detailing the specific tasks to be carried out by each professional caregiver? Does this provider take time to educate family members on the care being administered to the patient?
•     Does this provider assign supervisors to oversee the quality of care patients are receiving in their homes? If so, how often do these individuals make visits?
•     Who can the patient and his or her family members call with questions or complaints?
•     What are the financial procedures of this provider?
•     Does the provider furnish written statements explaining all of the costs and payment plan options associated with home care?
•     What procedures does this provider have in place to handle emergencies? Are its caregivers available 24 hours a day, seven days a week?

Source: Information adapated from the National Association for Home Care & Hospice (NAHC).  For more information, visit www.nahc.org.