The Top 5 Questions to Ask Home Care Agency
Realizing that a parent, spouse, or aging loved one needs extra help at home is an emotional milestone. For many families in Lancaster County, the immediate next step is searching for an in-home care agency. However, navigating the world of senior care can feel overwhelming, and knowing which questions to ask is critical to ensuring your loved one's safety, comfort, and financial security.
To help you navigate this transition, we have compiled the top five questions Lancaster families ask when researching home care agencies and exactly what you should look for in their answers. If you are getting pushback from an agency, then choose another one. Feel free to contact us with any questions or concerns regarding care needs (717) 601-2373
1. Are you licensed by the Pennsylvania Department of Health?
This is the single most important safety question you can ask. In Pennsylvania, all non-medical home care agencies must be licensed by the PA Department of Health (DOH).
Our agency is fully licensed and insured.
Why it matters: A state license guarantees that the agency complies with strict regulatory standards. This includes mandatory criminal background checks, child abuse clearances (if applicable), competency training, and tuberculosis (TB) screening for every caregiver they employ.
What to look for: Ask the agency directly for their license verification or check the PA Department of Health’s online directory. Never hire an unlicensed agency or registry.
2. What are your hourly rates, and do you accept Community HealthChoices (CHC) or insurance?
Cost and financing are top-of-mind for Lancaster families. Home care is typically billed by the hour, and rates can vary based on the level of care required and minimum shift lengths. For Upper-Class Home Care, we require a 3-hour minimum service just so it's worth it for the caregiver.
Why it matters: You need to know if the care is strictly private pay or if there are financial assistance programs available. For example, UCHC is fully private pay.
What to look for: Ask for a clear, written fee schedule. If your loved one qualifies for Pennsylvania Medicaid, ask if the agency is an approved provider under Community HealthChoices (CHC) (managed by providers like UPMC, PA Health & Wellness, or AmeriHealth Caritas). Additionally, verify if they accept long-term care insurance or Veterans Aid and Attendance benefits.
3. Are your caregivers W-2 employees or independent contractors?
Many families do not realize that home care agencies operate under two entirely different business models: employment-based agencies and independent contractor registries. Our employees are employed by us; therefore, they are not independent contractors.
Caregiver Status | What It Means for Lancaster Families |
W-2 Employees | The agency handles payroll taxes, workers' compensation, and professional liability insurance. If a caregiver is injured on the job, the agency's insurance covers it. |
Independent Contractors (1099) | The family may legally become the employer. This means you could be held liable for payroll taxes or medical expenses if a caregiver is injured inside your home. |
• What to look for: Always choose an agency that employs W-2 caregivers. It shields your family from massive legal and financial liabilities.
4. What is your backup plan if a caregiver calls out or goes on vacation?
Lancaster County stretches from bustling suburban hubs like Lititz and Ephrata to deeply rural pockets in the southern end. Reliability is crucial, especially if your loved one cannot be left alone safely.
• Why it matters: Caregivers get sick, experience car trouble, or take well-deserved vacations. You need to know that your loved one won’t be left stranded.
What to ask the agency: Ask about their scheduling and coordination process. Do they have a dedicated pool of backup caregivers? How quickly do they notify families of a schedule change? A reputable agency will have an on-call coordinator available 24/7 to handle emergencies.
5. How do you vet, train, and match caregivers with clients?
Inviting someone into your home requires an immense amount of trust. Beyond basic background checks, a great agency focuses on specialized training and personal compatibility.
Why it matters: If your loved one is managing a specific condition—like Alzheimer’s, dementia, Parkinson’s, or severe mobility limitations—the caregiver needs specialized skills. Furthermore, a good personality match ensures your loved one looks forward to the visits rather than resisting them.
What to look for: Ask how the agency assesses a caregiver's personality and experience before placing them. Do they offer a meet-and-greet? What happens if the match isn't a perfect fit? (A good agency will easily accommodate a request for a new caregiver.
Finding Peace of Mind in Lancaster County
Choosing a home care agency is about finding a trusted partner to support your family. By asking these five targeted questions, you can cut through the confusion, protect your loved one, and find an agency that offers the high-quality, compassionate care they deserve. Visit our website to see if we are a good fit for you. Schedule a Free In-Home Assessment with one of our managers.
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