Tips for selecting your home care provider

A home care agency should be well respected and have a reputation of putting the client first. Your provider should be one that you feel comfortable expressing your needs and concerns to. Usually meeting the office staff can give you a general feeling about the agency. 

Once you have acquired the names of several providers, you will want to learn more about their services and reputations. 

• Visit or call each home care provider on the list. You should have a good feeling about the provider and the services offered.

  • Tips to remember:

    • Services should be scheduled around your needs not the needs of the agency

    • If you are unable to come to the office someone from the agency should be willing to come to you.

    • All initial visits to your home or the agency office or any contacts made by phone should be kept confidential.

    • You have the right to choose who provides your care in the home. Qualified family members can provide care to CAP clients. (Exceptions: If the person you want to care for you is not qualified. Example: your care needs to be done by a CNA and the person is not certified, or your PDN care plan states a nurse, the person must be a nurse.)

    • Beware of providers who tell you a close family member can provide your care. If you are on Medicaid you may lose your Medicaid if you switch agencies or sign up with an agency who allows close family to provide your services.

    • Beware of providers who make promises to you. Always remember the saying, "If it sounds too good to be true, it probably isn't."

    • Never sign a contract for commitment to service. The provider is trying to take away your right to choose which agency provides your care.

    • If you do sign a contract, ask for a copy.

• Keep notes on each agency and review the information you've collected. Compare the differences between agencies and select the one that is closest to your needs.
  • Distance from county you live in
  • Availability
  • Response to questions/complaints
    • Politeness over the phone
    • Time it took to return your call
    • Was question/complaint handled the way you expected?

• Here is a list of questions you might want to ask providers

  • Does the provider supply literature explaining it's services, eligibility requirements, fees, and funding sources?
  • How does the provider select and train its employees?
  • Are nurses required to evaluate the client's home care needs? If so, what does this entail? Do they consult with the physician and family members?
  • Does the provider include the client and his or her family members in developing the plan of care? Are they involved in making care plan changes?
  • Is the client's course of treatment documented? Does the client and his or her family receive a copy of the care plan? Does the provider take time to educate family members on the care being administered to the client?
  • Does the provider assign supervisors to oversee the quality of care clients are receiving in their homes? If so, how often do these individuals make visits? Who can the client or family member call with questions or complaints? How does the agency follow up and resolve problems?
  • What procedures does the provider have in place to handle emergencies? Are caregivers available 24 hours a day, seven days a week?
  • How does the provider ensure client confidentiality?
  • What is your mission statement, philosophy and care standards?
  • How does the provider staff and assign personnel? If there are problems with the personnel, how is it handled? What does the provider do when personnel are absent or don't show up?
  • Is the provider licensed by the state?
  • Does the provider have satisfaction surveys for review?

• Ask your doctor about the agency you have in mind. Does he/she know them? Do they refer patients to the agency? If not, why?

• Make sure you have all your questions answered before choosing the agency. You don't have to select it immediately. Take time so that you know you're making the right choice.

I've selected an agency, now what?

• After you choose an agency:
  • Make sure you understand all of the papers the agency asks you to sign. Read any fine print. Ask the agency to explain anything you don't understand.
  • Review the procedure for filing or reporting problems, concerns, and complaints.
  • Make sure you understand your rights and responsibilities.

   

• Make sure you get information on areas that are a concern to you.
• Remember you are never locked into an agency.
• It's always your right to choose. That means:
  • You can switch agencies if you're not satisfied with the care you are getting from your present provider.
    • You should never switch agencies because the aide wants you to. Many agencies entice the aide by giving bonuses for referrals or higher wages. There is never a guarantee that you will keep the same aide after you switch.
      •  Most of the time the agency just wants the client and then moves the aide to another assignment or fires the aide after the client has switched.
      • It is against the law for an aide to ask you to switch agencies for their benefit.
  • You don't have to stay with the same agency.
  • You shouldn't feel obligated to remain with an agency who gives poor care or no care.

I'm having problems with the agency I selected, what should I do?

• If you are having problems with the agency that provides your care, you should:
  • Talk with the agency director about the problem
  • Talk to the Case Manager (if applicable) about the problem
  • Follow your grievance/complaint procedure. You should receive one upon admission. You can file a grievance or complaint without fear of retaliation. You should be notified within 72 hours that your grievance has been received and that the agency is looking into the problem. If you file a complaint and you're retaliated against, (i.e. agency staff call you and fuss because you've said something, the person assigned to your care threatens you in any way, your services are changed, etc.)  then contact the home care hotline at 1-800-624-3004 and file a complaint.
  • Make sure the agency knows there's a problem and give the agency a chance to fix the problem.
  • If the agency ignores or punishes you because you reported a problem, then you should switch home care agencies.

I want to switch agencies but they are putting pressure on me?

• You have the right to choose your provider.
• The provider does not have the right to pressure you into staying with them. The provider is not allowed to force you to continue service with them. The provider may want to know why you're switching but a good provider will understand when you're needs are not being met.

How do I switch? I don't want anyone mad at me.

An agency should be able to meet your needs. If they cannot then you may want to switch agencies. If an agency is really concerned about you then they should not be mad if you switch. If an agency gets mad you should look at the values and ethics of the agency.

• Contact different agencies and get information about their services. Ask if the agency keeps this information confidential. Your inquiry should never get back to your current provider.
• When you decide to change providers, contact the provider that you want and tell them you want to switch to their agency.
• If you have a case manager you must contact them also. Be firm in your request. Simply state you are switching. The case manager cannot refuse to let you change agencies. Remember its always your right to pick who provides your care.
• You never have to inform the agency that you are changing care, This can be done by the case manager or by the selected agency. The agency may contact you to confirm the information but by law they are not allowed to pressure you in any way.

If you have chosen our agency as a care provider we have a form that you can sign to start the process of changing. By signing this form you do not have to contact your previous provider, we will do it for you.

For information on switching your care to us give us a call at 336-372-1755. Generations Home Health Agency keeps all information received confidential.

I already have a home care agency that I'm satisfied with but another agency wants me to switch to their services. What should I do?

This is becoming a big problem in home care. Some agencies try to switch clients without the clients knowledge. If you find out this is happening, call your physician and tell him/her you do not want to switch agencies. Report this behavior to your current provider. They will assist you in contacting the appropriate authorities. You may also press charges against agencies who use these methods.

1. If you are satisfied with your present provider firmly tell the other agency you are not interested.
2. Ask the agency how they found out you were on services.
   1. All information about client is strictly confidential.
   2. It is against HIPAA regulations for anyone to give your personal health information to others without your permission.
3. Tell the agency that you will report them to DFS if they continue to harass you.
4. Tell your current home care provider about the agency or person.
5. Report the agency to the DFS at 800-624-3004. This will eliminate the problem.