Choosing care services

Questions to ask when choosing a home care service

First discussions

• Will you visit me in my own home to discuss what help I need?
• What happens if the care I need changes?

Employees

• Have all your carers been properly screened, interviewed and their references checked?
• Do all your carers have the appropriate training and qualifications?
• Will nursing care always be given by a qualified nurse?
• Have all staff giving personal or nursing care had police checks? 

Supervision

• How do you supervise your carers to check they are doing what has been agreed?

Emergencies

• What help can you provide in an emergency?
• Who do I contact in an emergency?

Confidentiality

• Who will have details about me and my care?
• What personal information do I have to provide?

Handling money

• What records do you ask your carers to keep if they are handling my money (for example, if he or she is doing shopping for me)?

Charges

• What are your charges for daily, evening, weekend and 24 hour care?
• Is anything charged as an extra?
• Will I get written confirmation of the cost of my care before it starts?
• Will I be notified in advice about any changes in charges?
• How do I pay you (for example, do you bill me each week)?

Insurance

• Do you have insurance that covers public and employer liability and losses arising from dishonesty?
• Can I see confirmation in writing of your insurance cover?
• What household insurance do I need (in case a worker injures him or herself, or household items get broken)?

Equipment

• Do I have to provide any equipment?
• What equipment do your carers provide?

Complaints

• What can I do if I don’t get on with my carer or need to complain?
• What is your complaints procedure?

Changes / cancellations

• How much notice do I have to give if I need to cancel a session or the service altogether?
• Is there a charge if I have to cancel the service at short notice?
• Will you tell me in advance if my carer cannot come at the usual time?
• Will you tell me in advance if a different carer will be coming?
• Will you tell me in advance if you have to cancel my service at any time?

Other questions

• Can I give my carers presents, for example, at Christmas?
• Are your carers allowed to sign wills?