Questions to Ask Of and About an Agency Most people do not think of home care until they have an immediate need. Under such circumstances, choosing the right home care provider for you and your family can be overwhelming. Most people are not sure of what questions they should ask potential providers when searching for home care. How can you be certain the provider you choose is one you can trust? Your doctor or hospital discharge planner can often help you find the right home care provider to meet your needs. Their recommendations are helpful, but the choice is always up to you. The following are a few questions to ask homecare providers and other individuals who may know about the provider's track record: Is the agency a member of the Home Care Alliance of Massachusetts? (Alliance members adhere to a strict Code of Business Ethics, regarding business practices, and quality of care) Is the agency certified or accredited? This is especially important if the care is to be covered by Medicare, Medicaid, or other insurance. Is there a written plan of care that the patient, physician and family participate in developing? Is this plan updated over the course of the treatment? Does the agency have literature describing its services, fees, and billing process? Does the agency provide a written explanation of your rights? Does the agency educate family members on the care being provided to the patient? Are agency caregivers and supervisors – including backup caregivers -- available 24 hours per day, 7 days a week? Does the agency require criminal record background checks and communicable disease screens for its staff members? What is the agency's procedures for resolving conflicts should they arise between home care staff and family? How does the agency ensure patient confidentiality?