Choosing a Homecare Agency
With all the choices out there, it can be intimidating to select a Homecare agency. While every family may have different priorities and preferences in what they are looking for in a provider, everyone is looking for quality care. It is unfortunate, but some homecare agencies in your area may not be reputable. We have seen families taken advantage of with restrictive contracts, hidden fees, unethical staffing practices, and upselling private care that is publicly funded. That being said, there are some amazing agencies out there! Here is a quick guide to avoiding predatory practices and screening for your best home care fit!
Check The Directory
First, lets talk about the Client Directed Home Care Invoicing Program. In Alberta, if you are approved for homecare services you can choose to select your own home care agency. This amazing program is called the Client Directed Home Care Invoicing Program. Once you are approved for care, you can begin the selection process by heading to the Blue Cross website here: Client Directed Home Care | Alberta Blue Cross®
There you can see a list of approved agencies in your area, filter results based on bill rates and minimum visit lengths.
In order for an agency to participate in the client directed program they must be insured, have WCB coverage for their staff, provide vulnerable sector checks for their employees, and provide you with a copy of what they bill Blue Cross for your care.
I recommend to all folks searching for a Homecare Agency to utilize this tool, as there is at least some oversight of care agencies through these agreements.
Google Reviews
Google reviews are a great tool to use to see what others have to say about the agencies you are considering. Take some time to read through both the good and the bad reviews posted online. If an agency does not have their reviews public, I would want to know why.
Check Their Website
It is always a good idea to check out any potential agencies website. See if they have any information about their owners. Are they locally owed and operated? Does their leadership team have a homecare background?
While websites are typically carefully curated by agencies, it is still a great launching place to start your information gathering.
Ask Your Local Senior’s Society
Senior societies can be a wealth of information for those looking into homecare. Not only can they often make recommendations of agencies, they can often assist in steering you away from agencies that have a bad reputation in your area. Don’t hesitate to call and speak with your local senior’s society, even if you are not an active member.
Call and Interview
Once you have selected agencies you are interested in, your next step is to call and start interviewing. It may be useful to have a list of questions prior to making your calls. Click here for a handy checklist of Agency questions: Agency Interview Questionnaire
Depending on your needs, you may want to focus on different questions but we recommend at least asking the following questions:
1) What is your hourly bill rate?
2) What is your minimum visit length?
3) If I need help accessing public funding for my care, will you help me?
4) What qualifications do your staff have?
5) What is your cancellation policy?
6) What is included in your contract? Am I able to cancel my contract without cost?
7) Who owns your agency? Do they have a background in homecare?
A good agency will always include “wayfinding” which is a term for helping you access public funding for your care. You should never have to pay for this service, and agencies should be enthusiastic about helping you not pay out of pocket.
A 24 hour cancellation policy is pretty standard in the industry, however anything above and beyond that could cause unnecessary charges and is worth avoiding. Likewise, the best agencies in the province have contracts that do not tie you in beyond a 24 hour notice period. Please read contracts carefully and never sign anything that makes you feel uncomfortable.
Look for an agency that is run by leaders who have extensive home care experience. That experience inside the system will ensure your agency knows the standards of practice in the industry and should allow them to be well connected should you need assistance wayfinding.
Finally, if at all possible, interview more than one agency. While you are free to switch agencies at any time, it is almost always better to start out with a quality agency rather than having to uproot later.
Here at ember, we are happy to help folks navigate our healthcare system. If you need help selecting an agency or getting started with homecare and you don’t know where to start, call us. We are a small, locally owned and operated home care agency with heart. We will get you where you need to go.
