Choosing a home care agency for a loved one is a big decision, and the questions to ask before choosing a home care agency are not always obvious, especially if this is your family’s first time navigating in-home care. Most families call a few agencies, hear a lot of reassuring language, and still feel unsure afterward.

Knowing the questions to ask before choosing a home care agency changes that. It helps you compare agencies on the things that matter and spot a poor fit before a contract is signed. Here is what to ask, why it matters, and what a good answer sounds like.

PrimeCare In-Home Support is a licensed, non-medical home care agency based in San Leandro, serving families across the Bay Area and East Bay. We welcome every question on this list. This article is general information, not medical or legal advice.

1. Is the agency licensed, bonded, and insured?

Short answer: it should be all three, and it should show you proof. California regulates agencies under the Home Care Services Consumer Protection Act. It requires home care organizations to be licensed through the California Department of Social Services, and it requires their caregivers, called home care aides, to pass a background check and register with the state.

Licensing, a surety bond, and liability insurance protect your family if there is an accident, theft, or an injury in the home. Ask for the license number and for proof of the bond and insurance directly. A reputable agency will hand them over without hesitation.

PrimeCare is licensed as a home care organization (HCO #014700283) and is bonded and insured.

2. Are caregivers employees or independent contractors?

Short answer: employees are usually the safer choice for families. Agencies that hire caregivers as employees typically handle payroll taxes, workers’ compensation, and liability insurance, and they have more oversight of caregiver conduct and training.

When caregivers are independent contractors, responsibilities can shift toward your family, including scheduling, supervision, and sometimes the legal duties of an employer. If an agency uses contractors, ask exactly who carries insurance and who is responsible if something goes wrong. For tax or employment questions, speak with an elder law attorney or tax professional.

3. How are caregivers screened and trained?

Short answer: look for fingerprinting, a criminal background check, verified references, and training before a caregiver is placed with a client. Ask whether every caregiver is a Registered Home Care Aide with the state.

Ongoing training matters just as much, particularly for conditions such as dementia or limited mobility. Ask how often training is refreshed and what caregivers learn about safe transfers, memory changes, and communication. If your loved one has specific needs, ask about experience with those needs, such as our dementia care services.

A good agency can explain its screening in plain words and show you the proof.

4. How do you match caregivers to clients?

Short answer: a good agency matches on personality, communication style, and specific care needs, not just who is available on Tuesday morning.

Ask what happens if the match is not right and how quickly a replacement can be arranged. The best agencies expect that some pairings need adjusting and make it easy to ask for a change without awkwardness. Consistency builds comfort, because the same caregiver learns the routines and small details that make home feel like home.

5. What happens if my regular caregiver is sick or unavailable?

Short answer: the agency should have a backup plan and be able to explain it step by step. Consistency matters, but caregivers get sick and life happens.

Ask who covers a missed shift, how fast, and how you will be told. Ask whether the substitute will be briefed on your loved one’s routine and care plan. Without a clear answer, you could be left without support on short notice.

6. What services are included, and what falls outside scope?

Short answer: non-medical home care typically includes personal care, companionship, meal preparation, light housekeeping, and errands. It does not include skilled nursing or medical treatments.

Make sure you understand exactly what caregivers can and cannot do. Home care is different from home health care, which is medical care delivered by licensed health professionals, usually under a doctor’s orders. Many families use both. Ask for the list of included services in writing, and ask what happens if your loved one’s needs increase.

If you are unsure how much help is the right amount, our simple framework for choosing the right level of care is a good companion to this list. You can also explore our personal care and companion care services.

7. How is care supervised and communicated to family?

Short answer: you should know who oversees the caregiver, how often they check in, and how updates reach you.

Ask how the agency monitors care quality, whether there are regular check-ins, and whether you will get calls, texts, or visit notes. This matters most if you live out of the area. Ask a practical test question: who can you reach at 7 a.m. if a caregiver is running late? Clear, consistent communication is what lets a long-distance family breathe easier.

8. What are the costs, and what is included?

Short answer: you should receive a clear breakdown in writing before care begins. Transparent pricing upfront avoids surprises later.

• The hourly rate, and whether it changes for nights, weekends, or holidays
• Minimum hours per visit or per week (PrimeCare uses a 4-hour minimum shift)
• Whether transportation, errands, or mileage cost extra
• Cancellation terms and how to change or end service
• How billing works, and whether long-term care insurance can be used

Original Medicare generally does not cover non-medical, long-term personal care at home, so many families pay privately or use long-term care insurance, veterans benefits, or county programs when eligible. A benefits advisor can confirm what applies to you.

9. Can you provide references or reviews?

Short answer: yes, and you should also check independently, which is one of the most useful questions to ask before choosing a home care agency. Ask for testimonials or references from other families, then look up the agency online yourself.

Read reviews for patterns rather than single comments. Repeated praise for communication, reliability, and kind caregivers is a good sign, and so is a thoughtful reply to criticism. To keep researching, the national Eldercare Locator can connect you with local aging services and information.

Quick checklist: questions to ask before choosing a home care agency

Keep this list of questions to ask before choosing a home care agency beside the phone and use it with every agency you call. Compare the answers side by side.

1. Are you licensed, bonded, and insured, and can I see proof?
2. Are your caregivers employees or independent contractors?
3. How do you screen and train caregivers?
4. How do you match caregivers, and what if it is not a fit?
5. Who covers a missed shift, and how fast?
6. Which services are included, and which are not?
7. How will you keep our family updated?
8. What are all the costs, in writing?
9. Can you share references or reviews?

Pay attention to how an agency answers, not only what it says. Here is a simple way to read the conversation:

Also bring your loved one into the process as early as you can. People accept help more readily when they help shape it. If you are in the East Bay, you may find our guide to home care in Danville useful for local resources as well.

Whichever agency you choose, the questions to ask before choosing a home care agency work best when you ask them early, write down the answers, and ask for key promises in writing. A good agency will welcome that.

This article is for general information and is not medical or legal advice. PrimeCare In-Home Support LLC is a licensed home care organization (HCO #014700283) providing non-medical care, located at 433 Callan Ave STE 203, San Leandro, CA. Email info@primecareinhomesupport.com. Always consult a doctor, attorney, or other qualified professional about medical, legal, or financial decisions.