Questions to ask a home-care provider
Use these conversation starters to understand the people, communication, and arrangements behind a service.
Who will be visiting?
Ask how the provider selects staff and verifies their identity, training, and qualifications for the requested role. Find out whether you can expect the same person for repeat visits and how the provider introduces a replacement. Different services may require different professional qualifications.
What does the service include?
Request a written description of the agreed tasks, visit duration, and any exclusions. Ask which requests need a separate booking or a clinician's direction. This is also a useful time to explain your household preferences and confirm whether the provider can accommodate them.
How are changes and updates handled?
Confirm your main contact, their available hours, and how visit updates are shared. Ask about late arrivals, missed visits, and changes in staff availability. Understand the provider's escalation process and the limits of the service before relying on it for urgent needs.
What are the booking terms?
Ask for an itemised quotation that explains visit fees, equipment charges if applicable, payment timing, and cancellation terms. Keep a copy of the agreed arrangements. If something is unclear, request an explanation before confirming the booking.
