Most provider websites answer the easy questions. The useful information comes from the ones that require a specific answer.
About the care
- Who will come, and will it be the same person?
- What training do they have for my situation?
- What happens if the regular carer is sick or on leave?
- Can I meet the carer before the first visit?
- What can you not do?
A good answer is specific and includes a fallback. "You will have Maria, who has done dementia training. If she is away, we call you the day before and offer either a locum or a rescheduled visit."
A bad answer is generic. "We have a team of experienced professionals."
About money
- What is the full rate, including weekends and public holidays?
- Is there a minimum visit length?
- How is travel charged?
- What is the cancellation policy, both ways?
- Are there joining, admin or exit fees?
- Can I have the fee schedule in writing?
A good answer comes with a document. A bad answer is "it depends" without a follow-up.
About safety and complaints
- Are you insured? Can I see the certificate?
- Are staff police-checked, and how often?
- What is your complaints process and timeframe?
- Who do I call after hours?
- What happens if there is an incident in my home?
About funding
- Do you work with my funding type?
- What detail do you put on invoices?
- Can you provide service records for a review?
- What happens if my funding is delayed?
The one question people forget
"What would you do if you were me?" A good provider will answer honestly, even if the answer is that you need a different service.
How to compare the answers
Write them down in a table, provider by provider. The one that feels clearest is usually the one with the best systems, not the best sales pitch.
Common questions
How long should the call take?
Fifteen to twenty minutes is enough to learn a lot.
Should I ask for references?
Yes, if the provider offers them. Personal references are less useful than a clear process.
What if they will not answer a question?
That is an answer. Ask why, and consider another provider.
Can I ask about other clients?
Providers cannot share identifying details, but they can describe their experience generally.
Should I ask for a trial visit?
Yes. A trial is the best test.
Sources and further reading
This guide is general information, not medical, legal or financial advice. If you are worried about your health, call your GP. In an emergency, call 000.