Researching and implementing home care services can be daunting and confusing for many people. If you have not used home care services before, you may be unsure how to assess whether a potential home care agency is right for you and what you should expect from a good home care agency.
On this page, you will learn what you should look out for when you’re researching home care agencies and the factors you should consider when choosing the right home care agency for you.
Understanding home care services
There are two main types of home care agencies in the UK:
- Home care agencies that partner clients with qualified and experienced professional home carers, so they receive care directly from the carer. In this situation, the client or their family pays the carer directly for their work. The carer is usually self-employed.
- Home care agencies that act as full-service providers. The client deals directly with the home care company instead of the carer. For example, the client pays the company for the work of the carer and the company will pay the carer, who is directly employed by the company.
Both types of home care agencies provide bespoke, personal care in the comfort of your home for yourself or your loved one. Home care agencies may differ in the range of services that they provide. For example, one agency may offer live-in care and round-the-clock 24-hour care, while another may only offer visiting care or overnight care.
The Care Quality Commission (CQC) in England is responsible for assessing the effectiveness of full-service care agencies, also known as CQC-regulated agencies. Every few years they will assess and rate the service. They assess services in 5 key areas, which can be useful to consider when you start researching possible home care agencies.
The 5 key areas considered when assessing a home care agency are:
- Is it safe?
- Is it effective?
- Is it caring?
- Is it responsive to people’s needs?
- Is it well-led?
Let’s take a look at how you can research a home care agency;
How to research a home care agency
Whether you know exactly what type of home care service you want or not, some key considerations can help you find a good care agency in your area:
Reputation and experience of the agency
Look at client reviews and testimonials – usually, you can find these on the home care agency’s website but also look out for reviews on Trustpilot, an independent company that publishes customer reviews and experiences.
Consider how long the agency has been providing home care services; are they well-established? And have evidence of running competently and effectively during this time?
Staff qualifications and training
All care staff should be fully trained and qualified as professional carers with related certifications, such as training in how to move patients with limited mobility. If you are seeking home care for a specialist health need such as Alzheimer’s or Multiple Sclerosis, you also need to know that the care staff are qualified and trained to care for people with that condition. Experience is also an important factor. Experienced care staff have the tools and skills to care well for people with specific or complex health conditions.
Check that the agency DBS checks all their care staff. A DBS check, also known as a CRB check, shows if a person has a criminal record or any police cautions that would make them unsuitable for home care work.
Range of services offered
Find out what services they offer and specialise in. Some agencies may focus on one or two types of home care service, so it’s important to understand early in your research what they offer so you can decide if it’s useful to you.
Depending on what type of service you are seeking, this may or may not be of concern. You may know what service you require – such as live-in care or nighttime care – in which case a wide range of different services isn’t so relevant and you can focus on the service you require.
Flexibility and customisation of care plans
A good home care agency will be flexible and adaptable in how they deliver home care services. It’s important to know that if your circumstances change the agency will adapt to those needs, reassessing your needs promptly, and adjusting care as and when you need it.
All good home care services should offer personalised care depending on the client’s needs, wishes and health conditions. Look out for this information on the agency websites.
Availability and responsiveness of the agency
There are a lot of home care agencies out there but not all of them cover the length and breadth of the UK. Find out what areas the agency operates in and also check that they offer all their services in all the regions in which they work.
You also want to know that the agency is easy to communicate with and responsive to your requests, showing accountability and professionalism in the way that they communicate with you. You will know this when you communicate with the agency by phone, email or online – do they answer your questions in a timely and professional manner? Do they give you all the information you need to make an informed choice? Are they professional and transparent?
Factors to consider when choosing a home care agency
Once you’ve done your initial research into home care agencies, you will probably know which agencies operate in your area and the services that they offer. The next step is to choose the best agency for you.
Here are some key areas of consideration when choosing a good home care agency:
Assessing the quality of care
The agency should provide personalised care based on your needs, wishes, and health conditions.
Continuity of care and caregiver consistency means receiving care from the same carers on a regular basis and any existing health conditions are cared for and carers have a way of reporting back observations to family and health professionals. Look for evidence that the agency monitors their care staff, which means that any issues can be identified and rectified quickly. Check any accreditations that the agency has and their policies regarding their standards and quality of care.
Communication and collaboration
Clear, open communication between the agency and yourself is vital. You should expect a collaboration between the client, family, and healthcare professionals. Respect should be shown for client preferences and independence. Once care is implemented you should receive regular updates and feedback.
Caregiver selection and support
A good home care agency will have transparent recruitment and screening processes, provide evidence of training and qualifications of caregivers and provide support to the caregivers. Also, check what procedures they have for backup caregiver arrangements and respite care options.
Client safety and well-being
This should be a high priority to the home care agency and as such they should have clear safety protocols and procedures. These protocols should cover things like medication management and administration, risk assessments, emergency preparedness, complaints procedures, and safeguarding and protection of vulnerable adults. You also want to see evidence that the agency cares for their clients with respect and dignity, you should be able to find this in their protocols, policies, and client reviews.
Transparency in pricing and contracts
You can expect clear and transparent pricing structures, including contracts and terms of service. The agency should provide all the information you need to understand the costs of their home care services.
Why choose Country Cousins
There’s a lot to think about when you are engaging in-home care services for the first time. That’s why seeking out a reputable and well-established home care agency can help you obtain all the information you need to make an informed decision quickly and efficiently.
At Country Cousins, we have been providing home care services throughout the UK for over 60 years and are the longest-serving live-in care agency in the UK. Our experience shows in the services we deliver and the reviews we receive from our clients.
If you are considering home care for you or a loved one, get in touch with us today. Our expert care team is on hand to take your call from Monday to Friday on 01293 224706. We offer a no-obligation enquiry service and will be happy to provide you with all the information you need, and any advice, regarding which services are most suitable for you.
Get in touch with us today on 01293 224706 or fill in our online enquiry form and we will be in touch soon.
