Choosing a provider is a major decision. Asking the right questions helps ensure quality and compatibility.

  1. What are the charges and what do they cover? – Request a clear price list, ask about additional costs for evenings, weekends or bank holidays, and find out how payments are handled[1].
  2. Do you have experience with similar needs? – Ask whether the agency has cared for people with conditions like dementia or mobility issues[1].
  3. How are carers matched? – Find out how the provider matches carers to your loved one’s personality, interests and cultural preferences[2].
  4. What training do carers receive? – Ensure carers are trained and competent, especially in medication support[3].
  5. How long are visits? – According to NICE, older people receiving home care should have visits of at least 30 minutes, except when short visits for specific tasks have been agreed and the worker is known to the person[4]. Ask if the provider has a policy on minimum visit length and whether carers have enough time to deliver dignified care[4].
  6. How do you monitor quality? – Ask whether the provider uses satisfaction surveys, regular reviews and supervision to maintain standards.
  7. What happens if there’s a delay or emergency? – The NHS advises confirming that agencies will contact you if carers are delayed or if there’s a problem accessing your home[1].
  8. How do you handle continuity of care? – Continuity helps build trust, so ask how often carers rotate and whether regular carers can be requested.
  9. What is your complaints procedure? – A transparent complaints process indicates accountability.
  10. Are you regulated by the Care Quality Commission (CQC)? – CQC‑registered agencies are inspected and must meet care standards.
  11. Can you provide references or reviews? – Feedback from existing clients gives insight into reliability and quality.
  12. What support is available beyond core hours? – Ask about on‑call support and the process for overnight emergencies.

Primacy Homecare encourages families to ask tough questions. We provide detailed answers and involve clients in selecting carers who fit their needs and personalities, ensuring confidence in your decision.