Home Care Beyond Compare

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• 1. Is the agency licensed by the state?
  
  Most states, but not all, require agencies to be licensed, reviewed and evaluated regularly. Georgia has some of the country’s most stringent requirements that an agency must meet before being licensed.
• 2. How long has the agency been in business?
  
  Many new companies enter the market, often with little experience in the significant challenges of operating a successful home care company. New firms may not have extensive records of caregivers' past performance, and often attract unqualified caregivers.
• 3. Are the agency’s caregivers bonded and insured?
  
  Accidents do happen. Everyone must be prepared for this. The company you choose must have Professional and General liability, Non-owned Auto, A Dishonesty Bond and Worker’s Compensation coverage. Some firms have only minimal coverage and some none at all.
• 4. How extensive are the agency’s criminal and background checks?
  
  There are many corrupt and dishonest people seeking work. You do not want them in your home. It is important that the agency not only run a check on the last place a person worked, but complete a complex multi-state check on all the places they have lived.
• 5. How qualified are the agency’s caregivers.
  
  Often times, an agency will simply hire someone without much experience and even less credentials. Reputable agencies have requirements for levels of experience and certification. Select a firm that requires companion caregivers to be thoroughly trained and certified through a recognized program. All CNA’s must be state certified and oriented to the agency’s policies and procedures. Most reputable agencies have a licensed RN on staff to insure that proper protocol is being followed in the care of the client.
• 6. Can the agency provide references from past and current clients?
  
  Ask the agency to provide a list of references of past and present clients. A good agency will provide this on request. It is best to ask for testimonials from more recent jobs to get a good sense of how they do business and what you can expect from their service.
• 7. Will the same caregiver come to the client’s home on a regular basis?
  
  It is difficult to receive good care if different people show up every week. A good home care provider will insist of continuity of care and carefully match each client with the proper caregiver.
• 8. How would a complaint or question about service be handled?
  
  A reputable firm will provide you with a detailed process for dealing with complaints or service questions. Georgia license requires all clients to have a phone number to the Dept. of Human Resources for complaints about service. The agency should readily provide this information.
• 9. What procedure is in place to handle emergencies?
  
  Emergencies do happen and a quality agency will have policies and procedures in place to deal with emergencies if they do occur. Its employees will be thoroughly trained in how to respond to serious situations.
• 10. Can the agency provide printed materials describing service rates and fees?
  
  An agency that provides detailed, carefully considered materials for your review, more than likely, has gone the extra mile in other aspects of its business. These should include rates, minimal hourly requirements, billing cycles and deposits, if required.
• 11. Is the client’s course of care documented with specific tasks to be carried out
  
  ... by the caregiver and is the client’s family involved in the creation of this plan?
  
  A reputable agency will create a plan of care for each new client. It should be carefully and professionally developed with you and your family. The care plan should be written and 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 updated and revised as the client’s needs change.