Questions to Ask a Home Care Agency
Beginning to search for home care can be intimidating. Knowing the right questions to ask a home care agency can make all of the difference in the care you or your loved one receive. To protect your family and ensure the right home care services are provided here are ten questions to ask a home care agency.
Is the Agency Licensed?
Home Care Agencies operating in the state of California are required to be licensed through the California Department of Social Services (CDSS). A reputable agency abiding by state law will have a copy of their license posted in a conspicuous place in their offices and be able to provide their license number when requested. There are many safety checks built into the licensure system, so insure that the company you are dealing with is licensed. Right at Home Sacramento-Davis (RAH-SD) license number is: 344700001
Are the Agency’s Caregivers Bonded and Insured?
The agency you select should have both professional and general liability, bonding, and Worker’s Compensation. Licensure requires specific levels of insurance coverage for liability, worker’s compensation, and bonding and Right at Home Sacramento-Davis will provide you with insurance certifications upon request, so ask for them.
How are Caregivers Trained and Qualified?
Not every agency provides training and continued education to their employees other than general orientation training. Make sure your caregivers are the most qualified. Right at Home Sacramento-Davis has a training center within their offices and access to Right at Home University for training staff. When hiring caregivers, we look for a minimum of one year prior experience providing care. Our caregivers receive 8 hours of training before they see their first client, exceeding state requirements.
How Extensive are the Agency’s Background Checks?
Licensure in the state of California requires that all caregivers are registered on a public website with the CDSS and have passed a “LiveScan” background test, as well as a Tuberculosis (TB) test. This type of background check investigates each employees background back to their 18th birthday and then monitors for the potential of future arrests and convictions. The agency is then notified by the CDSS if the employee is no longer eligible to provide care.
How would Issues and Concerns be Addressed?
A reputable agency will provide you with a detailed process for dealing with complaints or service questions. At Right of Home Sacramento-Davis there is a Client Care Manager assigned to each client and all complaints are documented in our management software and are not closed out until the client’s issue has been satisfactorily resolved.
What if the Caregiver and the Client Do Not Get Along?
Right at Home of Sacramento-Davis utilizes a software system to assist in the matching of clients and caregivers. This system matches things like distance to the client’s home, client needs, caregiver skill sets, likes and dislikes of both client and caregiver. However, if at any time, for any reason, a client is not happy with the caregiver, they may request a replacement. We feel strongly that a client must be happy and satisfied with the caregiver they are working with.
Will We Have the Same Caregiver Every Time?
No one wants random caregivers in and out of their home. Make sure you ask the agency their process for scheduling caregivers. At Right at Home Sacramento-Davis a staff member always introduces a new caregiver to the client. Our staff member will review the clients care plan and insure the caregiver understand the needs of the client. To the best of our ability, we try to keep the same caregivers engaged while we are providing care. If a change is required, we work hard to insure a timely replacement with a new caregiver that has the skills needed, and clearly understands the client’s needs.
How are Caregivers Managed?
Right at Home utilizes technology to help in monitoring the performance of its caregivers. Caregivers clock-in using telephony and are reminded on that call, what tasks are to be performed during their shift, a hard copy of the care plan is also maintained in the client’s home for reference. When clocking-out they must record the completion status of all required tasks. These are monitored on an on-going basis by the supervisory staff in the office. The system automatically notifies the office staff if a clock-in/out is not completed on time for each caregiver shift. Our staff also performs documented monthly supervisory visits to the clients home to review the care plan and if any changes are necessary.
What is the Agency’s Policy on Emergency Care?
Unfortunately, emergencies happen. Ask how the agency and caregivers are trained to handle emergency situations. At Right at Home Sacramento-Davis each caregiver receives safety training which includes how to respond in emergency situations. We maintain a staff member on-call and available 24 hours a day, seven days a week, including holidays to assist our care staff in the event of an emergency.
How Does the Agency Evaluate What Type of Care is Needed?
Ask the agency’s process for determining the type of care that is needed. Do they have multiple types of care or specific programs for dementia and Alzheimer’s? At Right at Home of Sacramento-Davis a thorough assessment is performed for each client. Based on the results of the assessment, a care plan is created for the client, which is then reviewed with the client and family members. We use our matching process and staff experience to select the caregiver for the client. Before a caregiver begins with a client, the Client Care Manager reviews the care plan and the specifics of the care case with the caregiver. The Client Care Manager then introduces the caregiver to the client and family at the client’s home insuring a smooth start to care.
Next Steps
For more information about home care agencies view the difference between home care agencies and home care registries. To learn more about our in-home care services view our provided services.