Many families sign with a provider and then learn that the person who came to the interview is not the person who arrives. That may be acceptable. It is not acceptable to find out after signing. Before you commit, get two names and one rule in writing.

Local option: New Plan Care gives families in the St. Louis area in-home help so a parent can stay home: companionship, help with bathing and dressing, meals, and overnight care. Call (314) 405-0887.

Step 1: Ask for the first name

Ask who will make the first visit and who will make the regular visits. Listen for a name. A phrase such as "our team will be assigned" is not an answer.

First visit: ____________________. Regular caregiver: ____________________.

Step 2: Ask how many people will cover the month

Ask how many different caregivers are scheduled over a typical month. A small number means your parent sees the same faces. A large number means every visit may bring a stranger. Write the count down and compare it with what you were told at the intake call.

Step 3: Ask who covers when the named person is out

Ask for a backup name, or at least a named process. Then ask three follow-up questions:

  1. How many hours of notice do you get before a substitute arrives?
  2. Does the substitute receive the same written care plan and house notes?
  3. Who tells you the substitute's name before the shift begins?

Backup caregiver: ____________________. Notice you will receive: ______ hours.

Step 4: Ask whether you can request a change

Ask whether you may ask for a different caregiver, and what the provider does when you do. A reasonable answer names a process and a timeframe. A poor answer says the family has no say.

Step 5: Ask whether the named person can change without you

Ask whether the provider may reassign your named caregiver without your consent, and if so, how much notice you will get. Write the answer on the same page as the backup rule.

Answers to listen for

  • A specific first name and a specific backup name
  • A number of hours of notice before any substitute
  • A written statement that substitutes read the care plan before the shift
  • A process for requesting a different caregiver

Signs to walk away

  • No name is given until after the contract is signed
  • "Whoever is available" is the only answer to the backup question
  • No notice period is stated for substitutions
  • Substitutes are not expected to read the written plan

To see how these answers fit with the rest of your written comparison, read Sources and keep each answer in the same order for every candidate.