Because there is no licensing of Home Care Companies in MA, knowing the right questions to ask is important

Know What’s Under
the Hood

Be An Educated Consumer When Hiring Home Care

By Mark Friedman
Owner, Senior Helpers Boston & South Shore

In the last decade it seems home care companies seem to be as ubiquitous as coffee shops. In large part because the fastest growing demographic is seniors 85+. As importantly, because there are no standards or certifications required in Massachusetts, it is a business that is easy to launch.

In the Greater Boston area alone, there are more than 125 organizations serving seniors with various definitions of “home care”. This makes for a lot of noise in the marketplace. A lot of confusion. A lot of unknowns. So, while it is easy to compare based on price, there are more urgent issues to consider.

I am fighting hard for standards of practices because I believe they are essential for protecting consumers, and for protecting the reputation of our industry. I serve on the Private Duty Advisory Committee for the Home Care Alliance of Massachusetts (HCA). The HCA has had an accreditation process in place and while a start – so much more is needed.

With a group of other concerned agency owners, I have worked to establish a Home Care Association of America chapter in Massachusetts. Our first issue is licensing standards. We strongly believe in the need for a high bar for consumer protection consisting of:

• Professional Case Management
• Training Standards for Aides
• An Employment-Only business model
• A meaningful Client Bill of Rights.

As Owner of Senior Helpers Boston and South Shore, I also have skin in this game when it comes to recruiting, training, and managing the most skilled caregivers in the region. I need their expertise to care for the clients I am privileged to serve, and for those I have yet to meet. But I venture that we all need to know what is “under the hood” of the agencies we consider for ourselves, friends and family.
Too many professionals and families believe that price is the major differentiator between one agency and another. This is simply not true.

I urge you to take a look “under the hood” of any home care company you interview, by asking questions in 4 key areas. You will be a smarter consumer and may possibly avoid days or weeks of frustration in the process.

How Will My Case Be Managed?
• Who supervises the cases and manages the care? There are significant implications to nurse case-managed home care. Right out of the box, nurse oversight distinguishes a high level of care.

How are My Caregivers Trained and Certified?
• What are ongoing hiring criteria for caregivers? (Including required training and experience!)
What is the Specialized Training, Programs and Expertise?

What is the Specialized Training, Programs and Expertise?
• Is there specialized training for Dementia, Parkinson’s, Diabetes? With the growing complexities of these diagnoses, there must be specific, specialized and dedicated learnings going on, far beyond the obligatory 8 hours in a classroom. So what are they, exactly?

What is the Company’s Liability Management and Service Guarantee?

• Are the caregivers fully employed by the agency, with appropriate insurance? How are families and caregivers protected? We live in litigious times, how are we all made good if something bad happens? What is the agency’s liability coverage? Workers Compensation coverage?

Just because you hire an “agency” does not mean that it meets a standard that is relevant or credible.

Many agencies require their caregivers have as little as 10 hours of training plus past experience. What if that past experience was only making meals and running errands? You should know this in advance.
I hope you find the questions here both insightful and helpful as you navigate the increasingly complex continuum of care for yourself or your loved ones. To read more about this important issue I invite you to connect here!

About Mark Friedman: Mark Friedman is the Owner of Senior Helpers Boston and South Shore. Passionate about seniors and healthcare, the goal of his agency is to set a new standard in home care in Massachusetts. First by delivering an exceptional home care experience in a combination of highly trained and high-touch caregivers. And secondly by becoming a significant connection for elders to resources and services in the 75 towns his company serves. He can be contacted at MFriedman@SeniorHelpersBoston.com