Choosing care services

Questions to ask when choosing a home care service

First discussions

  • Will you visit me in my own home to discuss what help I need?
  • What happens if the care I need changes?


  • Have all your carers been properly screened, interviewed and their references checked?
  • Do all your carers have the appropriate training and qualifications?
  • Will nursing care always be given by a qualified nurse?
  • Have all staff giving personal or nursing care had police checks? 


  • How do you supervise your carers to check they are doing what has been agreed?


  • What help can you provide in an emergency?
  • Who do I contact in an emergency?


  • Who will have details about me and my care?
  • What personal information do I have to provide?

Handling money

  • What records do you ask your carers to keep if they are handling my money (for example, if he or she is doing shopping for me)?


  • What are your charges for daily, evening, weekend and 24 hour care?
  • Is anything charged as an extra?
  • Will I get written confirmation of the cost of my care before it starts?
  • Will I be notified in advice about any changes in charges?
  • How do I pay you (for example, do you bill me each week)?


  • Do you have insurance that covers public and employer liability and losses arising from dishonesty?
  • Can I see confirmation in writing of your insurance cover?
  • What household insurance do I need (in case a worker injures him or herself, or household items get broken)?


  • Do I have to provide any equipment?
  • What equipment do your carers provide?


  • What can I do if I don’t get on with my carer or need to complain?
  • What is your complaints procedure?

Changes / cancellations

  • How much notice do I have to give if I need to cancel a session or the service altogether?
  • Is there a charge if I have to cancel the service at short notice?
  • Will you tell me in advance if my carer cannot come at the usual time?
  • Will you tell me in advance if a different carer will be coming?
  • Will you tell me in advance if you have to cancel my service at any time?

Other questions

  • Can I give my carers presents, for example, at Christmas?
  • Are your carers allowed to sign wills?
ID: 2152, revised 11/08/2022