5 Questions You Should Ask Your Home Care Provider

Not all providers are created equal—and you deserve one that actually delivers.

Whether you’re already receiving care through a Home Care Package (HCP), or you’re looking to sign up, there’s one thing you need to know—you’re allowed to ask questions. In fact, you really should.

Too often, people sign up with the first provider that calls—and like the proverb goes, it’s best to shop around (before you make a decision). When a provider calls, a person may be led to believe that all services are the same, and eventually, that person is quietly disappointed, or worse, under-supported.

Whether it’s your first time speaking with a provider or if you’re re-opening the conversation, here are five quintessential questions to ask for determining whether or not a provider is the right fit (or ultimately, if it’s time to make a change).

1. How much of my package is actually going to my care?

This one’s major (and a must-ask).

Every Home Care Package comes with a set dollar amount depending on your level—but not all of that money reaches you. Instead, some funding is allocated to management fees, administrative costs, and other overheads – here, you can ask for a breakdown: dollars, not percentages.

How much is being spent on actual services—and how much is taken as fees?

With the new Support at Home (SAH) program expected to launch from 1 November, 2025, for eligible aged care recipients receiving ongoing services, a provider will set aside 10% of their quarterly budget for fund care management.

This 10% cap on management fees means more value goes directly to you as the recipient. However, it may also lead providers to be more flexible—or inconsistent—when pricing services. That’s why transparency is more important than ever.

At CareAbout, our dedicated team will break down these costs and help you compare fees, so you can see whether you’re truly getting the best value.

2. Can I change my care plan when my needs change?

“Set and forget” might work for tech—but not for your care plan. As your personal situation evolves, so should the level of service you receive.

Here’s what you need to consider:

• “How often is my care plan reviewed?”
  
• “What’s the process if I want to add or change a service?”
  
• “Is there a charge for making changes?”

Whether you ask one or all of these questions, the right provider will respond with flexibility, attentiveness, and a proactive—not reactive—approach.

3. Will I know who’s coming into my home—and can I expect consistency in who visits me?

It’s not just about the services. It’s about the people.

The best care happens when there’s consistency, trust, and a sense of routine involved. Constantly changing support workers, poor communication, or not having a say in who visits—are all factors that can quickly undermine your comfort and confidence.

Here’s what needs to be known:

• “Can I meet or approve my care team?”
  
• “Will I have regular carers, or a rotating roster?”
  
• “What happens if I’m not comfortable with someone?”

Your home is your haven. You should always feel safe and supported in your personal space—and it’s your provider’s duty of care to ensure you feel this way.

4. What’s included and what’s excluded?

Don’t assume everything is covered. Some providers include things like transport, cleaning, or allied health; others might limit what you can access, or charge more.

Instead, ask for a detailed list of included services and and any additional costs

A reputable provider will gladly provide a clear breakdown of what’s included in your care, as well as any extras or out-of-pocket expenses you may need to budget for.

Understanding what services are included and what costs you may need to budget for can significantly impact your quality of life. Being clear about these details helps you plan better, avoid unexpected expenses, and ensure you get the support you truly need.

5. What makes this provider any different?

This might sound like a curveball but it’s revealing.

A good provider should be able to clearly explain what sets them apart from other providers: perhaps it’s how they train staff, the check-in routine they pride themselves on, their transparent communication, or even how they match carers to recipients.

If, when asked, a provider struggles to answer this question, it’s a clear red flag (and not one of our hallmarks of a great provider).

And if a provider tells you “everyone’s the same,” they’re definitely not the right fit. A good provider will genuinely work to earn your trust and reassure you that you’re in the best hands.

Bonus: Need help asking these questions or switching if needed?

That’s why we’re here. At CareAbout, we only work with vetted, high-quality providers who meet our thorough standards for reputation, transparency, flexibility, and compassion. Along your care journey to finding the right provider—

Our CareAbout team will help you to:

• Ask the right questions
• Compare providers side by side
• Understand where your money’s going (without any fancy terms or footnotes)
• Switch with no service gaps or awkward calls

We’re here to CareAbout you—and at no cost.