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How to deal with customer service issues from a homecare agency

#11 What is the process for resolving problems? Who can you call to discuss any issues and be sure to have them resolved?

Providing care to someone's mom or dad is the heart of homecare.  Unfortunately, when dealing with people on such a personal level, there will be times when the customer isn't always happy.  So what do you do when you are the customer and you have trusted an agency or individual to care for your aging parent?  The good news is that when you are working with a good agency, you will get good customer service.  The question becomes, "what defines good customer service in senior care?"

·          A good agency will listen to your complaints and do everything in their power to help resolve the issue. 

·          A good agency will communicate with you while working on your complaint.

·          A good agency will be your partner in working towards to best solution for you and your loved one.

·          A good agency will have an assigned case manager for every senior they care for so you know exactly who to call when a problem arises.

Does this mean you will always be happy with the agency or get everything you want?  Of course not.  Occasionally it will be difficult to find the right caregiver for your mom or dad's individual needs and occasionally you will just be unhappy with the caregiver.  When you interview an agency, ask to meet your case manager and get a feeling for that person.  If you feel you can work with that person and that they will help you out when times are rough, then you have found the right agency for you and your mom or dad.

#12 Are contracts necessary when hiring an agency for care for my mom?

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