During my years of experience in providing home in the community, I have heard a lot of stories from clients and members of the community about their experiences with home care providers - and the tales have been both good and bad.
What I've learnt from this, and from sourcing home support my own parents - is that there are many common denominators in what constitutes a good provider - the majority of clients all had the same concerns and complaints.
During my years of experience in providing home in the community, I have heard a lot of stories from clients and members of the community about their experiences with home care providers - and the tales have been both good and bad. What I've learnt from this, and from sourcing home support my own parents - is that there are many common denominators in what constitutes a good provider - the majority of clients all had the same concerns and complaints.
One of my greatest teachers was my mother - when she was having care at home it was her personal experience and willingness to share details of her day to day challenges that opened my eyes to what REALLY matters to those who need support at home.
Now I will acknowledge that not everyone who requires care at home has a choice (yet) of which provider will support them. However with the introduction of the NDIS and consumer directed care (CDC) - this is changing, and people will have much more choice about who provides their support - and rightly soFor those of you who already have the choice - and for those of you who soon will have - here's some tips on what to look fo/ what questions to ask when considering who will provide your support.
this is a process where the agency is audited by an independent, professional body to ensure the way they conduct business, and how support provided is maintained at a high standard and meets set requirements. This certification is YOUR safety net - it ensures that if you do have an issue or concern, there are steps you can take to have it investigated and rectified. ? is the provider quality certified.
can you have a small, consistent team of staff ? if your regular staff are sick or on leave can the provider send a replacement ? what training, qualifications and screening to the staff undergo - you want to be confident that the staff you are allowing into your home have been thoroughly screened, and have the skills to undertake the support you needs. ? what involvement do you have in planning your supports.http://www.advancedcare.com.au/why-advanced-care-australia-
? are they located interstate - if so communication can be difficult, ? are they available outside of hours ? how do they manage complaints ? do you speak to the same person regularly for your needs or is there a high turnover of staff. This really impacts your satisfaction with your service.
can you change the time of your shift at short notice ? how much notice do they need for you to cancel a shift ? can you have a worker replaced that you aren't comfortable with. ? how quickly do they investigate and resolve any concerns ? how easy is it to make changes - are they readily available to discuss issues.
do you know what rights you have as a client ? do you know your responsibilities - what you need to do to play your part in enabling the provider to support you. these should be provided and explained to you when you commence services.
That's just some basic tips on what to look for, but in all my experience while the above are all important it is the little things that really count. Most people really just want good, consistent basics from their provider - in particular - to have a small team that they are comfortable with, who do their job in a respectful and friendly manner, provide the support at a time that suits them and the management team is readily accessible if there is a problem. It's the little things - that can make a big difference.
Please click on the clipboard image below for a free downloadable check list of the above items
Do you have an interesting story about a provider - share your story below.