Due Diligence: What to Ask When Choosing an In-Home Care Provider

Once you recognise a loved one needs support, the next step is finding a trusted, quality provider to deliver the in-home care services you need. Choosing the right provider is a big deal, and it requires careful due diligence.

We encourage you to talk to at least two or three local providers to compare their values, service models, and fees. Here is a practical checklist of essential questions to ask during your search, based on our latest episode discussion:

Checklist for Choosing Your Provider

Transparency & Access: Do you offer face-to-face visits to discuss the process? What are your values and fee structures (beyond the hourly rate)?

Why this matters: A good local provider will always make time for an in-person meeting. Fees alone don't tell the full story of care quality.

Quality & Staffing: How do you employ and train your local caregivers? Do they have police checks, and do they get annual refreshers?

Why this matters: You want reliable, well-trained workers who are screened appropriately.

Safety & Support: If I’m not happy, who do I go to in your organisation? What is your management system for complaints and feedback?

Why this matters: A quality provider must be able to step you through exactly how they take on board and manage any issues that arise.

Holistic care: Do you have a Case Management team? How will you co-design a care plan aligned with my loved one's goals?

Why this matters: Case Managers are wonderful assets who can connect clients with physios, mobility aids, and other essential services to meet their goals.

The First Step: Before you choose a provider, you must register with My Aged Care (1800 200 422). This is the necessary first step to accessing government funding for services like meal preparation and personal care.

Read the episode summary and access trusted resources for My Aged Care on our website.