Twelve questions to ask any home care provider before you choose

Most families choose a care provider after one or two conversations, often under pressure, and often without knowing what to ask. The providers all sound similar on the phone. The differences show up in the answers to specific questions. Here are the twelve we would ask, with a note on what a good answer sounds like. Ask them of us too.

1. Are your carers employed by you, or agency staff?

Employed carers are trained, supervised and managed by the provider. Agency staff are borrowed. Most good providers employ their own team and use agency staff rarely, if at all. Ask for the proportion.

2. Will we see the same carers?

The honest answer is “mostly.” Nobody can promise the same person every visit, because people have holidays and get ill. What you want to hear is a small, named team of regulars, and a clear explanation of what happens when one of them is off.

3. What happens if a carer is sick or running late?

Listen for a process: who monitors the rota, how quickly a replacement is found, and how you are told. “We would let you know” is not a process. “The office sees the alert within fifteen minutes and rings you before the visit is due” is.

4. What is your CQC rating, and when was your last inspection?

Every home care provider in England is regulated by the Care Quality Commission. Ask for the rating and read the report yourself on the CQC website. A Good rating with a recent inspection is what you are looking for. Ask what they have changed since.

5. What training do carers have, and how is it kept up to date?

Look for mandatory training refreshed every year (moving and handling, medication, safeguarding, infection control), plus training specific to the person’s needs, such as dementia or catheter care. Ask how the provider checks that training has stuck.

6. How do you match carers to clients?

A good provider thinks about personality as well as skills, and about practical things like whether the carer drives. If the answer is “whoever is free”, keep looking.

7. How will I know what happened at each visit?

Most providers now record visits electronically, with notes the family can see. Ask whether you will have access, and how quickly the notes are written.

8. What does it cost, in full?

Hourly rate, weekend and bank holiday rates, minimum visit length, travel charges, cancellation notice, how often prices rise. Ask for it in writing. A provider who is vague about money will be vague about other things.

9. How do I raise a concern, and what happens then?

You want a named person, a timescale, and a straight description of the complaints process. Ask how many complaints they had last year. The number matters less than whether they can tell you.

10. Who writes the care plan, and can we change it?

The plan should be written with you, reviewed regularly, and changed whenever needs change. Ask how quickly a change can be made if something happens on a Friday evening.

11. How do you check the quality of care once it has started?

Spot checks on carers, regular reviews with the family, supervision of staff, feedback surveys. A provider who cannot describe how they check their own work is relying on hope.

12. What would make you say you cannot help us?

This is the question almost nobody asks and it tells you the most. A good provider will describe the limits of what they can safely do and what they would do instead. A provider who says they can handle anything is not being straight with you.

A note on reviews

Independent review sites such as homecare.co.uk collect reviews from clients and families, and providers cannot edit them. Read the middling reviews, not just the glowing ones, and look at how the provider responds to criticism.

Frequently asked questions

How many providers should I speak to?

Two or three is plenty. Enough to compare, not so many that you lose track. Ask each one the same questions.

Should I trust a provider recommended by the hospital or council?

Treat it as a starting point, not a decision. Councils and hospitals work with lists of approved providers, but the fit for your family is still yours to judge.

What if I choose and it does not work out?

You can change providers. Notice periods are usually short. It is disruptive, so it is worth choosing carefully, but you are not locked in.

Want the list to take with you? We send a printable version of these questions with every booking confirmation. Arrange a free initial meeting or ring us on 0118 391 3542.

Questions about care?

Our team can talk you through costs, funding and what might be available for your family. Call 0118 391 3542, it's free, and there's no pressure.