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When your loved one relies on daily assistance at home, deciding to switch their home care provider can be incredibly daunting, but it doesn’t need to be.
The first thing to remember is that you absolutely have the right to change. Whether you’re unhappy with the level of care provided or simply feel your loved one could do with a change, you’re entitled to switch, and it’s more straightforward than you might think.
In this blog, we’ll look at how to change home care providers, ways to help your loved one with the transition, reasons you might want a change, and a checklist to tick off before you do.
Deciding when it’s time to change your home care provider isn’t always easy, but there are a few signs to look out for that might indicate it’s time:
A change of circumstances is also a common reason people decide to switch. For example, you might be moving home, or your loved one’s care needs might have changed.
Sometimes it’s simply a personality mismatch. The care delivered might be excellent, but your loved one needs to get on with their carer, too.
With all this in mind, it’s important to remember that simply wanting a change is reason enough. You don’t need to justify why you want to change, and most care providers will understand that.
If you’re not comfortable with switching providers just yet, there are a couple of steps you can take before deciding to change home care providers.
These are completely optional, but you might find they iron out concerns you have without the need to change.
The first step is always to raise any concerns you have with your current provider.
You can speak with the care team about small worries you might have, but in most cases, it’s best to speak directly with the care manager. Put your concerns in writing, by email or letter, with specific examples, and give them a chance to respond.
You can also go through their complaints procedure, which every provider registered with the Care Quality Commission (CQC) must have. You’ll usually find it in your service user guide or contract, or you can ask the care manager to point you in the right direction.
If your complaint isn’t resolved, you can take it to your local council (for council-arranged care) or the Local Government and Social Care Ombudsman, which also covers self-funded care.
Often, the problem is simply that your loved one doesn’t get on with their carer. If so, try asking for a different carer before making the switch.
If care needs have changed, ask the provider for a care plan review. If your care is council-arranged, you can also ask your council to review your care and support plan.
Before you give notice that you’re changing home care provider, you first need to check your contract for the following:
Your notice period is the amount of time your provider requires before the care ends. Notice periods vary between providers, so it’s important to find this in your contract before making any decisions.
Not all home care providers have termination fees, but it’s still important to check. If yours does have them, you may need to pay a fee, especially if you leave without giving full notice.
If your contract has a non-solicitation clause, it may stop you from hiring the same carer through a new agency, or it could incur a cost if you do.
Before you start searching for new home care providers to switch to, it’s a good idea to make a note of everything you need from them. Consider aspects such as:
Write down everything your loved one needs from a new provider, even if you think it’s just a small thing. Having this list to hand will be useful for the next step.
When researching your next home care provider, there are a few things to look for to ensure the best care possible.
Check that they’re registered with the CQC, England’s independent regulator of health and adult social care, and look at their rating. At inspection, the CQC rates providers on five key questions:
You can also read the provider’s latest inspection report, which provides more detail than the overall rating. Check when it was published to be sure you’ve got the latest one.
Alongside their CQC rating, read some of the reviews, especially those left for the same type of home care you’re looking for. Your GP or social worker may also be able to recommend providers if you’re not sure where to start.
Found a home care provider you’d like to switch to? There are a few questions you can ask them to make sure they’re the right fit for you.
Be sure you get all the information you need from them before settling on a provider, as this helps to avoid any issues later down the line. Don’t be afraid to ask follow-up questions, as they’ll understand the importance of getting the decision right.
When changing home care providers, make sure there’s no gap between your old provider’s last visit and your new provider’s first.
Ideally, you want the new provider to start either before or on the same day as the old one stops. Lining up the dates like this means your loved one won’t go without care during the handover.
If the dates aren’t working for you, there are options to consider. You can ask your current provider whether they can extend by a few days, or ask your new provider about short-term cover.
Now’s the time to let your current provider know you’ve decided to switch home care providers. It’s best to do this in writing, so you have a record of it.
You’re not obligated to give them a reason, but you can do so if you feel comfortable. You’ll need to include an end date in the letter that matches up with any notice periods mentioned in your contract.
Once the current team is aware of your plan to switch home care providers, a few other people need to be informed, too.
Notifying their pharmacy is especially important if they have a regular prescription or blister packs, as they’ll need to know who will now be collecting them.
When the new provider starts, it’s a good idea to keep an eye on the level of care and how your loved one feels around their new team of carers.
Of course, there will be a settling-in period. However, once everyone is used to the new team, be sure to check in regularly to make sure everything is going as expected. If you do have any concerns, raise them early so they can be resolved quickly.
Before you change your home care provider, there are a few things to get in order first to ensure a smooth transition:
✓ Medication list and copies of MAR charts
✓ GP and key contact details
✓ Allergies and dietary requirements
✓ Daily routine and preferences
✓ Mobility equipment (hoists, walking aids)
✓ Current care plan
✓ Risk assessments
If carers use a key safe, change the code after your old provider’s final visit and share the new code with your new provider.
If your loved one has an advance care plan or a Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decision, sometimes called a DNR, make sure the new provider knows about it and where it’s kept.
For some, a change of care provider can be quite difficult to accept, especially for those with complex care needs.
We know their comfort throughout the transition will be at the top of your list, and there are a few steps you can take to ensure this:
Change can be particularly challenging for people with dementia, as familiar faces and routines can be especially reassuring. When things change, it can cause distress. To help your loved one manage the change as best they can, try to introduce one change at a time.
If you’re considering changing your home care provider, we’re here to help you and your loved one make the transition smoothly and safely.
We offer a range of home care services, from dementia care for those who need specialist support to companionship care for people who just need a bit of a helping hand. We support people who fund their care and those funded by the council, all with CQC-registered home care.
Give us a call today to see how we can help. Dial 0151 920 5797 for Liverpool or 01704 231 231 for Southport. Alternatively, fill out our contact form, and we’ll give you a call.
Whether you’re looking for support for yourself or a loved one, we’re here to help.