Guide 03
Questions to Ask Any Agency
Twelve questions that separate a serious home care agency from a staffing broker — including the ones we would rather you asked us. Use them on us, and on everyone else you call.
Why we wrote this
A guide that could cost us business
It is a fair question why an agency would publish the questions that make agencies uncomfortable. The honest answer is that we would rather compete on these terms. Every question below has a specific answer we are willing to give in writing, and several of them are ones a large portion of this industry cannot answer well.
Use this list on us. If we ever fail to answer any of these plainly, that is worth knowing before you trust us with someone you love.
The twelve questions
Tap any question to see why it matters, the answer you want to hear, and what should give you pause.
"How an agency treats its caregivers is the single best predictor of how it will treat your mother. Ask about pay, training and turnover — then listen to the tone of the answer."
Score the agencies side by side
Name up to three agencies, then tap each cell as you get answers. Tapping cycles through yes, unsure and no. Nothing is saved or sent to us — print it when you are done.
A perfect score is not the goal. One firm, specific, unhesitating answer to question one tells you more than twelve vague ones.
Reading the answers
Tone tells you as much as content
By the third call you will notice something that no checklist captures. Some agencies answer these questions readily, with specifics, and volunteer information you did not ask for. Others become subtly impatient, redirect to how much they care, or push toward a signature.
Pay attention to that. A provider who finds your diligence tiresome during the sales conversation will not become more patient once they have your money and access to your home.
Equally, be wary of the agency that says yes to absolutely everything. A serious operator will occasionally tell you something you do not want to hear — that your relative needs more hours than you are hoping for, or skilled care they cannot provide, or that a facility may genuinely be safer.
Take this with you
All twelve questions with the answers to listen for, plus a blank three-agency scorecard you can fill in by hand while you are on the phone.
Download the PDFQuestions this guide did not answer?
Ask us anything about care at home. There is no obligation.