Choosing a provider: the questions worth asking
Every provider will tell you they are caring, professional and person-centred. None of that distinguishes anybody. These questions do, and you should ask them of us as readily as of anyone else.
About the people coming to your house
- Will I get the same person each week? Total consistency is not something any provider can honestly promise — people take leave and change shifts. What you want to hear is how small your team will be and what happens when your regular worker is away.
- Who is coming the first time, and will I meet them before they start?
- What are their qualifications, and are they police-checked? This should be a very short answer.
- Can I ask for someone different if it is not a good fit? The answer should be yes, without awkwardness.
About money
- Can I see your full price list? If it is not published, ask why. You are entitled to it before you commit.
- What do you charge for care management, and what do I get for it?
- Are there exit fees, and what happens to unspent funds if I leave?
- What is the cancellation notice, and what am I charged if I am unwell?
About what happens when something goes wrong
- Who do I ring on a Sunday? And be clear whether that is a person or an answering service.
- How do I make a complaint, and what happens to it? Ask to see the complaints policy — ours is on our policies page, along with the form.
- How often will my plan be reviewed, and who decides?
- What happens if my needs increase — can you scale up, or would I have to move providers?
Two things that tell you more than the answers
First, whether they come to you before you commit. A provider who will not sit in your kitchen for an hour before signing anything is telling you something about how the rest of it will go.
Second, whether they will say no. A provider that says yes to everything either has not understood what you need or is not being straight with you. We would rather tell you we are not the right fit than take you on and do it badly.
You can change providers under Support at Home, and the funding follows you. Choosing one is not a decision you are stuck with — but it is easier to ask twelve questions now than to move later.
Rather just ask someone?
Reading about aged care only gets you so far. Tell us what's going on and we'll tell you honestly whether we can help.