Here's some help to choose the right private home care company in Melbourne.
First impressions
Start with the website – does it feel like a company you’d like to do business with?
Then call. Are you treated well as a customer? Is the phone answered promptly? Do you have to “press 1, press 2” like you do with a bank or call centre? Do they call you back within a reasonable time. Do they call you back at all? Are staff polite and knowledgeable and genuinely interested in you or are they process driven?
It takes direct interaction with staff to get a feel for the core values of the home care company and determine if they align with yours and are ‘lived’ at every touchpoint.
Visit rules
Many private home care companies set a minimum time requirement for home visits.
Determine the process for adjusting hours to meet changing needs. Is this as easy as a call or email or do you have to undertake a lengthy process?
Find out the cancellation notice period for shifts or the entire service.
Staff
It’s really important to know about the quality of staff and if they have enough staff.
So ask, does the at home aged care company employ staff directly or do they sub-contract? This could be a combination of 100% employed staff to none or a combination of employed and contracted staff.
Ask how they vet their employees and how regularly checks and performance reviews are done.
Hiring process
How are personal carers and private nurses recruited? Do they have face to face interviews or is it done remotely?
Is there a structured process or is it a bit ad hoc? How are qualifications verified? What kind of checks and balances are conducted?
Staff education and support
A good company will provide loads of education and have a process for regular staff appraisals and feedback from clients. Ask what is compulsory and how they check this.
Matching
Learn how the private home care company gets acquainted with a new client, how they assign carers, begin services, and manage ongoing care and services.
Bear in mind that the first few home care visits can be a bit of a “warming up” period. However, if there is a major personality clash or some discomfort remains after a couple of shifts the company should be happy to assign someone who is a better fit.
Communication
Initiating a clear communication plan with the home care company is an important part of monitoring services. Ensure they can communicate with you through the medium you prefer, whether that’s an app, online, by phone, and / or face-to-face.
Feedback
Ask how to provide feedback and if required what the procedure is for investigation and resolution. Find out how often they seek formal feedback from clients.
Money
No one wants any surprises or complicated processes when it comes to home care fees and charges.
- Do enquire as to hourly rates and other rates such as overnight care or 24 hour aged care.
- Find out how frequently the company invoices.
- Determine methods of payment.
There are lots of questions to ask and things to consider. By working through these points, you should have the information you need to make an informed decision.
Call us on 03 9267 9090 to find out about Acquaint’s high standards and impeccable processes, all designed so you can live in your element.