Ask every agency the same questions so you can compare answers side by side. Write down who you spoke with and when.
About the agency
- Are you a Medicare-certified home health agency, a licensed non-medical home care agency, or both?
- What is your state license number? (For Medicare-certified agencies: can we look you up on Care Compare?)
- Which areas and ZIP codes do you serve?
- How long have you been serving families in this area?
About caregivers
- Are caregivers your employees or independent contractors?
- What background checks, reference checks, and training do caregivers complete?
- Do caregivers have experience with our situation (for example memory loss, limited mobility, or recovery after surgery)?
- Will we have the same caregiver each visit? What happens if they’re sick?
- Can we meet a caregiver before care starts, and request a change if it isn’t a good fit?
About the care plan
- Who does the first assessment, and is it in person?
- Will we get a written care plan? How often is it updated?
- Who supervises caregivers, and how often do supervisors visit?
- How do you communicate with our family and with our doctor?
About scheduling and costs
- Is there a minimum number of hours per visit or per week?
- What are your rates, and are they different for nights, weekends, or holidays? Can we have them in writing?
- Which payment sources do you accept (Medicare, Medicare Advantage, Medicaid, VA, long-term care insurance, private pay)?
- For Medicare home health: what will Medicare cover, and will you give us an Advance Beneficiary Notice for anything it won’t?
- How much notice do you need to change or cancel visits?
When something goes wrong
- How do we reach someone after hours or in an urgent situation?
- How do you handle complaints?
- What happens if a caregiver doesn’t show up?
In an emergency, always call 911. Home care agencies are not emergency services.
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