Skip to main content Facebook Twitter
Find home care options that suit you  
On 1300 606 781

Questions to ask a new home care provider

When deciding on a home care service provider, make sure you ask lots of questions to get the best understanding of the services they provide.

Last updated: September 6th 2022
When choosing a home care provider, make sure to ask a lot of questions to ensure you get the answers you need. [Source: iStock]

When choosing a home care provider, make sure to ask a lot of questions to ensure you get the answers you need. [Source: iStock]

Key points:

  • You should ask all the questions you have to potential providers, no matter if the question seems simple
  • You should be asking questions of providers around costs and services they provide
  • Once your questions have been answered, you are better positioned to make an informed decision on a home care provider

Asking questions helps you get all the answers you need when it comes to deciding on a home care provider to meet your needs.

You can learn more about choosing a provider in our article, ‘Choosing a home care provider‘.

What to ask?

There are four basic areas you should be asking questions around when searching for providers: Who the provider is, what services they provide, what level of care you would be receiving, and how much it will cost.

Any additional questions you need to ask that can help you understand home care services or the system are also greatly beneficial.

You can ask your provider any manner of questions around the delivery of services and supports to you.

Any question that helps clarify the deliver of care and services should be asked, no matter how ‘stupid’ the question seems.

Home care can be confusing, so getting any clarification you need by talking to providers can be really beneficial and help get your head around how the home care system works.

Questions for providers

Below are some questions you can ask a provider when you are assessing whether they are the right fit for you.

Questions to ask:

  • How long have they been delivering aged care services?
  • Will you have a dedicated care manager looking after your services?
  • Can you choose which workers provide your services?
  • Where and when will they provide your support?
  • What costs are associated with their services?
    • What are the hourly rates?
    • Do they charge exit fees? If so, how much? How much notice do you need to give?
    • Do they charge case management fees and how much are these?
    • Will there be any out-of-pocket expenses, like travel fees?
  • How often will your plan and the services you receive be reviewed?
  • How are they different from other service providers? What is their point of difference?
  • Are their staff qualified? Do they have police checks?
  • Do they have an understanding of and experiences with supporting people from different cultures and backgrounds?
  • What checks do they complete to ensure quality of service?
  • Do they offer private as well as Government funded services?
  • What is the process for and how do they handle complaints?
  • Do they offer the cultural considerations you need for your care?

Home care providers you are interviewing should be upfront and willing to answer any of your queries, especially around costs and the services they provide.

Having the answers

Once you have asked all the questions you need, you should make sure to note all the relevant answers and compare them to other providers.

You may find you are able to shorten your list of provider options by creating a pros and cons list from the answers you now have.

This can assist you in reducing your selection pool for home care services and finding the best provider to fit your needs.

Asking many, and the right, questions can ensure you are able to make an informed decision when choosing a home care provider.

You can learn more about comparing providers in our article, ‘Comparing providers – how to break down your options‘.

What questions do you need to be answered by home care providers? Tell us in the comments below.

Related content:

What is a Home Care Package (HCP)?
Choosing a home care provider
Finding a home care provider on
Comparing providers – how to break down your options


Aged Care Guide is endorsed by
COTA logo
ACIA logo
ACCPA logo