Choosing a provider.

Stop for a moment.
And think about this.
Imagine if I asked you how and who you would choose as a care provider, if you needed to source longer term community care and support for your loved one.

How would you respond?
And who would you nominate?

Would your reply be based on ‘word of mouth’ recommendations from people in your local community?

Would you default to a big brand ‘industry leader’ service provider?

Would you gravitate towards ‘niche’ providers because you identify within a niche cohort?

Or would you just accept the first provider who contacted you because it seemed easier not to think about the decision?

Well…all or any of these responses could be appropriate and then all or any of these responses could be less than appropriate too.

I made a comment a couple of weeks ago about a local provider who is charging their home care package clients an administration fee of fifty per cent…meaning that half of the client’s package funding is being taken by the package provider.
Half!
And the clients are saying that the provider is not actually providing the support that was agreed upon.

This is not ok!

Call me naïve but I really didn’t believe people working in our industry would intentionally disadvantage people who are already disadvantaged…and vulnerable…and trusting.

Ok, so maybe I am naïve.

The provider mentioned above is a ‘niche’ provider.
So, the cohort of consumers/clients who identify within this cohort naturally believe this provider is a ‘best fit’ for them.

From where I am sitting, having half your fees swallowed in ‘administration’ costs is not a ‘best fit’ for anyone…even if you believe your niche provider is best equipped to meet your specific needs.

I have other clients who are recipients of care/support from a well known ‘industry leader’ type provider.
And whilst the administration fees this provider charges are closer to thirty per cent, the partnership between the provider and the clients is lacking.
Communication is poor. There is no documented agreement or care plan and the clients do not know what their funds are being spent on.
These clients are frustrated and confused about the care and support they are entitled to receive under Consumer Directed Care.

The message I want to convey is that choosing a package provider is a decision that needs to be researched.

There are many very good package providers out there and you may be surprised to find that the one you thought would be acceptable is surpassed by another that you previously knew little about.

Start doing your research now.
Don’t wait until you have the letter of offer and feel compelled to sign up with the first provider you speak with.

Talk to other consumers/clients in your community and ask them about their experiences with your local package providers.

Make appointments with providers now, to discuss what they charge in administration fees, case management fees and exit fees.

Ask them about a contingency fund. If they include this within the package and if so, how much of the package funding will be allocated to the contingency fund and when you as the client can access this fund. Don’t let the provider tell you that you can’t access this fund. You can!
For example, another client has $13000 in his contingency funds and yet he is hungry and meals and/or assisted meal preparation is not being supplied from his package.
It’s a bit unbelievable but this is a true story.

Interview your potential care providers.

Discuss the care needs of your loved one and ask the provider if they can offer the specific kind of support your loved one needs.
Especially if your loved one has dementia!
Continuity of care and familiarity is paramount for people with dementia.
At the commencement of my Dad’s package, the provider was not able to guarantee that the same carer/s would assist my Dad.
So we asked the provider to rectify this as we wanted continuity of care, and they sub contracted to a local nursing agency and Dad had the same carer every day.

Base your decision on the willingness…or not…of the provider to work with you and meet your loved one’s needs.

Communication. Transparency. Support.

If you come away from a discussion with a potential package provider and feel that they have
1. listened to you
2. expressed a willingness to work with you to meet your loved one’s needs, even though they may need to sub contract some services or support from another provider
3. been transparent about their fees and
4. been clear, compassionate and attentive communicators
then you are on the right track to securing a package provider who has your loved one’s best interest at heart.