By Stacey Tabor, Owner of Touching Hearts at Home
As the owner of Touching Hearts at Home for over 10 years, I’ve guided countless families through the process of finding quality in-home care for their loved ones. What sets our agency apart? A team of over 150 dedicated caregivers, with 70% staying with us for 3+ years—a testament to our commitment to nurturing both clients and caregivers. Through this experience, I’ve learned the questions that truly matter when choosing an agency. Below, I’ll share insights to help you partner with a provider that prioritizes trust, consistency, and dignity.
1. Caregiver Quality & Longevity: The Heart of Great Care
- “How do you recruit and retain caregivers long-term?”
High turnover is a red flag. At Touching Hearts, we focus on hiring compassionate individuals (not just checking boxes) and invest in ongoing training, flexible scheduling, and recognition programs. This builds trust and continuity for families.
- “Are caregivers employees or contractors?”
Always choose an agency that employs caregivers directly. This ensures accountability, proper training, and tax/insurance compliance.
- “What specialized training do caregivers receive?”
Dementia care, mobility support, and chronic illness management require expertise. Our Memory Care Program with Teepa Snow training is a cornerstone of our training.
2. Safety & Reliability: Protecting What Matters Most
- “How do you handle emergencies or last-minute schedule changes?”
A quality agency never leaves families stranded. We guarantee backup care 24/7 and use secure communication tools to keep families informed.
- “Do you conduct home safety assessments?”
Before care begins, we evaluate risks like fall hazards or medication storage. For tips, see the Personal Safety Tips for Home.
- “Are caregivers insured and bonded?”
Never skip this! Proper insurance protects your family and the caregiver.
3. Personalized Care: Beyond Checklists
- “How do you customize care plans?”
Generic plans fail. We start with a Comprehensive Needs Assessment that includes hobbies, routines, and even favorite meals. For example, a client who loves gardening might have a caregiver who shares that passion.
- “Can we meet the caregiver first?”
Chemistry matters. We arrange meet-and-greets to ensure compatibility.
- “How often do you reassess care needs?”
Needs change—especially with conditions like Alzheimer’s. We review plans monthly or after any health event.
4. Transparent Costs: No Surprises, Just Clarity
- “What’s included in your hourly rate? Are there hidden fees?”
Demand a written agreement. We outline everything, from transportation costs to holiday rates.
- “Do you help with insurance or VA benefits?”
Navigating payment options is overwhelming. Our team assists families with long-term care insurance and VA Aid & Attendance claims.
Resource: Home Care Guide
5. Communication: Your Voice Always Matters
- “How will I receive updates about my loved one’s care?”
We provide daily notes via our client portal, schedule regular check-in calls and visit monthly for an in home supervisory visit.
- “What’s your process for resolving concerns?”
A strong agency listens. If an issue arises, I personally ensure it’s addressed within 24 hours.
- “Do you survey clients for feedback?”
Yes! Our monthly satisfaction surveys have shaped policies like caregiver mentorship programs.
6. Values Alignment: Compassion Over Corporate
- “How do you honor my loved one’s independence and dignity?”
We train caregivers to empower clients, not “take over.” For example, assisting with dressing only when needed.
- “Are your caregivers trained in cultural competency?”
Respect for traditions, faith, and dietary preferences is non-negotiable.
- “What’s your mission?”
Ours is simple: “Our mission is to provide compassionate care wherever our clients call home to maintain independence for as long as possible. We value the people we serve and those who serve them.”
Final Advice from My 10 Years in Home Care
- Ask for references—talk to current clients.
- Trust your gut during caregiver meet-and-greets.
- Choose an agency that educates you, not just sells services.
Let Us Help You Navigate This Journey
At Touching Hearts at Home, we’re proud to serve families with the same dedication we’d want for our own loved ones. Contact us for a free consultation.
Written with care,
Stacey Tabor
Owner, Touching Hearts at Home
Serving Families Since 2013
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This post includes original insights from Touching Hearts at Home’s practices and trusted third-party resources. Always verify details directly with care providers.
