How to Choose the Right Home Care Provider for Your Parent

Blog 3 in the series: By now, you’ve likely made the tough decision that Mum or Dad needs a little more support at home. You’ve contacted My Aged Care, arranged an assessment, and discovered they’re eligible for government-funded services.

Now comes a big decision: choosing the right provider.

It’s not just about ticking boxes — it’s about finding someone you trust to care for your parent the way you would. And that can feel like a huge responsibility.

But take a breath — you’re not alone. In this post, I’ll walk you through:

• What to look for in a home care provider

• Questions to ask before signing up

• How OTs like us can help you personalise a care plan

• What to do if things aren’t going well

First: Know Your Options

If your loved one is receiving support through:

• CHSP (Commonwealth Home Support Programme) or

• HCP (Home Care Package)
  

…you can choose your provider. You don’t have to go with whoever My Aged Care initially refers to. You can switch if things don’t feel right, and you can interview providers before committing.

You can also access private services if you prefer to self-manage or aren’t eligible for government support.

What Makes a Good Home Care Provider?

It’s not just about qualifications (though those matter!). A great provider feels like a supportive extension of your family. Here are key things to look for:

• Clear, timely communication – Do they answer your calls and explain things clearly?

• Respect for your parent’s independence – Are they focused on what your parent can do, not just what they can’t?

• Consistency and continuity – Do they try to send the same worker?

• Qualified and well-trained staff – Especially if your parent has dementia, mobility issues or personal care needs

• Flexibility – Can they adjust care when needs change?

• Reputation – Look for word-of-mouth referrals or online reviews

I’ve worked with families who felt unheard and let down by providers who weren’t responsive or respectful. But I’ve also seen the relief and trust that comes when a provider genuinely listens and shows up — it changes everything.

Questions to Ask Before You Say Yes

Choosing a provider is a partnership — you’re allowed to ask questions. Here are some of the best ones:

• Can we meet the support worker before they start?

• How are staff matched to clients?

• What training do staff receive (e.g. dementia, mobility, cultural awareness)?

• Can we request a different worker if it’s not the right fit?

• How often is the care plan reviewed?

• Will you work alongside our OT or other health professionals?

If a provider can’t answer these clearly or brushes you off, that’s a red flag.

Collaborating on a Care Plan

The best providers involve you and your loved one in care planning. It shouldn’t feel like a generic checklist — it should reflect their daily routine, goals, preferences, and health needs.

This is where Occupational Therapists (OTs) are incredibly helpful. As an OT, I regularly:

• Conduct safety and function assessments

• Recommend equipment or home modifications

• Help identify personal goals (e.g showering independently, getting back to gardening)

• Provide strategies for managing memory loss, fatigue or reduced mobility

• Collaborate with case managers and support workers to implement plans that actually work

What If It’s Not Working?

It’s okay to say, “This isn’t the right fit.” You can:

• Request a change of support worker

• Ask for a care plan review

• Switch to a different provider altogether (you’re entitled to do this under both CHSP and HCP)

  
  

Remember: you are your parent’s advocate. If something feels off, it probably is.

A Good Provider Can Change Everything

I’ve worked with providers who go above and beyond — staying back an extra 10 minutes, calling to check in, or involving the client in activities that make them feel purposeful again. That kind of care has a lasting impact.

Choosing the right provider won’t solve everything overnight — but it sets the foundation for support your family can rely on.

Need Help Choosing or Collaborating with a Provider?

At OT Plus, we don’t just provide assessments — we help families understand their options and work with care providers to deliver the best outcomes.

👉 Visit www.otplus.net.au and complete our Referral Form📞 Or give us a call to talk about your options💬 Already with a Home Care Package provider? Ask them to refer to OT Plus directly for OT support and collaboration

Coming Up Next: Caring for the Carer

In our final post in this series, we’ll talk about you — the one coordinating, supporting, and showing up day after day. Because your emotional health matters too.

---

🏡 Home Care Provider Comparison Checklist

Use this checklist to compare home care providers and note key details during your search. Tick off important criteria and jot down comments to help you choose the best fit for your parent’s needs.

✅ Communication & Responsiveness

☐ Do they return calls and emails promptly? ☐ Are they clear and transparent about their services and fees? ☐ Do they offer a single point of contact or care coordinator? ☐ How do they handle concerns or complaints?

💬 Ask: “If something goes wrong or we’re unhappy with a service, what’s your process for resolving it?”

✅ Personalised, Respectful Support

☐ Do they involve the client in decision-making? ☐ Are staff respectful, kind, and empowering? ☐ Do they support your loved one’s independence and preferences? ☐ Can they accommodate cultural or personal care preferences? 💬 Ask: “Will you take the time to understand Mum/Dad’s routine and preferences?”

✅ Continuity & Consistency

☐ Will the same care worker visit regularly? ☐ Do they offer flexibility in scheduling and service changes? ☐ Can they adapt to changing needs over time? ☐ How do they handle carer absences? 💬 Ask: “If a regular carer is away, will we be informed and given options?”

✅ Staff Qualifications & Safety

☐ Are workers qualified and police-checked? ☐ Are they trained in personal care, dementia, or mobility needs? ☐ Are they supervised and supported? ☐ Can you request a staff change if needed? 💬 Ask: “How are your staff trained and supervised?”

✅ Collaboration with Health Professionals

☐ Will they work with your OT or GP? ☐ Do they implement OT recommendations? ☐ Do they regularly review the care plan? ☐ Are they open to input from family or professionals? 💬 Ask: “Would you collaborate with our occupational therapist?”

✅ Overall Impression

☐ Do you feel heard and supported? ☐ Do they come recommended by others? ☐ Do they seem like the right fit? 💬 Ask: “What makes your service stand out?”