By Tinga Umera, Managing Director at Nexus Care Services
Choosing care for a loved one is one of the most significant decisions a family will ever make. It can feel overwhelming, emotional and, at times, confusing.
Many care providers will say the same things or proclaim to offer the best service in the area, but beyond the brochures and the promises, there are specific, practical questions that cut through the noise.
After years in the care industry, here are the five questions I always encourage families to ask.
1. How do you match carers to the people you support?
Person-centred care is only as good as the thought that goes into it. A quality provider will take time to understand the personality, preferences, hobbies and routines of the person needing care – not just their physical needs. Ask how that matching process works and how much say the individual and their family have in the decision.
2. How do you ensure consistency of care?
One of the most common sources of distress for people receiving home care is the constant change of faces or sudden alteration to routines. Consistent carers build trust, notice subtle changes in wellbeing and provide real companionship. Ask what the provider’s approach to consistency is and what the average number of different carers a client would typically see in a week.
3. How do you communicate with families?
When you cannot be there in person, communication becomes everything. Does the provider have a system for keeping families updated? How quickly do they respond to concerns or questions? What happens when something goes wrong, do they proactively reach out or wait to be asked? The answers will reveal a great deal about the culture of the organisation.
4. How do you look after your carers?
The wellbeing of a care provider’s workforce has a direct impact on the quality of care received. Happy, supported and valued carers deliver better outcomes for the people they support. Ask about staff turnover, training opportunities, wellbeing support and how the organisation listens to its care team. If a provider struggles to retain good people, it is worth asking why.
5. What does ‘person-centred care’ actually mean to you?
Almost every care provider uses this phrase, including ourselves. However, ask them to give you a concrete example of what it looks like in practice. You need a real story about how a care plan was adapted to meet someone’s changing needs or a moment when the team went above and beyond. The quality and specificity of the answer will tell you everything.
We always welcome having these conversations with families and we believe they deserve honest, thorough answers.
This is what gives people the confidence that they have chosen the right provider for their loved one or themselves.
If you or someone you know is exploring care options, please do not hesitate to get in touch. We are always happy to talk.
