How Do I Select the Right Home Care Provider?
Once you acquire the names of several providers, you will want
to learn more about their services and reputations. Following
is a checklist of questions to ask providers and other individuals
who may know about the provider's track record. Their insight
will help you determine which provider is best for you or your
loved one.
- How long has this provider been serving the community?
- Does this provider supply literature explaining its services,
eligibility requirements, fees, and funding sources? Many
providers furnish patients with a detailed "Patient Bill
of Rights" that outlines the rights and responsibilities
of the providers, patients, and caregivers alike. An annual
report and other educational materials also can provide
helpful information about the provider.
- How does this provider select and train its employees?
Does it protect its workers with written personnel policies,
benefits packages, and malpractice insurance?
- Are nurses or therapists required to evaluate the patient's
home care needs? If so, what does this entail? Do they
consult the patient's physicians and family members?
- Does this provider include the patient and his or her
family members in developing the plan of care? Are they
involved in making care plan changes?
- Is the patient's course of treatment documented, detailing
the specific tasks to be carried out by each professional
caregiver? Does the patient and his or her family receive
a copy of this plan, and do the caregivers update it as
changes occur? Does this provider take time to educate
family members on the care being administered to the patient?
- Does this provider assign supervisors to oversee the
quality of care patients are receiving in their homes?
If so, how often do these individuals make visits? Who
can the patient and his or her family members call with
questions or complaints? How does the agency follow up
on and resolve problems?
- What are the financial procedures of this provider? Does
the provider furnish written statements explaining all
of the costs and payment plan options associated with home
care?
- What procedures does this provider have in place to handle
emergencies? Are its caregivers available 24 hours a day,
seven days a week?
- How does this provider ensure patient confidentiality?
In addition, ask the home care provider to supply you with
a list of references, such as doctors, discharge planners,
patients or their family members, and community leaders who
are familiar with the provider's quality of service.
Contact each reference and ask:
- Do you frequently refer clients to this provider?
- Do you have a contractual relationship with this provider?
If so, do you require the provider to meet special standards
for quality care?
- What sort of feedback have you gotten from patients receiving
care from this provider, either on an informal basis or
through a formal satisfaction survey?
- Do you know of any clients this provider has treated
whose cases are similar to mine or my loved one's? If so,
can you put me in touch with these individuals?
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