What does a quality home care provider look like?

When it comes to finding the right home care provider, the stakes are high – it’s not just about ticking boxes; the care you receive should meet your needs, respect your dignity and support your rights.

But how do you know if you’ve found “the one”? Let’s break down what to look for, so you can get the high-quality care you deserve.

1. Personalised care that puts you first

A quality home care provider doesn’t offer a one-size-fits-all approach. They take the time to understand your unique needs – whether that’s help with daily tasks, personal care or more specialised support like nursing. Your care plan should reflect your lifestyle, preferences and goals.

For example, if you love a morning cuppa and a chat, a quality provider will ensure your support worker knows this and includes it in their routine. It’s these small, thoughtful touches that make a big difference.

What to look for:

• A thorough assessment process that listens to your needs.
• Flexibility to adjust services as your situation changes.
• A care plan tailored specifically to you – not a generic checklist.

2. Communication, communication, communication

Ever tried to get through to someone and felt like you were talking to a brick wall? A quality home care provider should offer clear, open communication – and you should always feel safe and comfortable making a complaint or giving feedback.

Whether it’s a change in your schedule or an urgent need, you should be able to reach a real person quickly, and your provider should keep you in the loop about anything that affects your care.

What to look for:

• A dedicated care manager you can contact directly.
• Regular updates and easy-to-understand information.
• A complaints system that’s confidential, fast and fair.

3. Well-trained, compassionate staff

A quality home care provider knows that the heart of good care is good people. Support workers should not only be qualified but also genuinely caring and respectful. After all, these are the people you’ll welcome into your home.

A great support worker doesn’t just “do the job” – they build a connection. Whether it’s having a laugh while doing the dishes or sharing your favourite TV show, quality providers understand that kindness matters.

What to look for:

• Staff with proper training and qualifications.
• Background checks and ongoing professional development.
• A focus on matching you with the right support worker for your personality and needs.

4. Care you can count on

Imagine relying on your support worker to help you get dressed in the morning, only for them to show up late – or not show up at all. Unreliable delivery of care can affect a person’s sense of dignity and overall wellbeing.

A quality home care provider values punctuality and reliability. If there’s ever a change, they should inform you in advance and offer a backup plan.

What to look for:

• Consistent scheduling with clear arrival times.
• Reliable, trusted staff who follow through on commitments.
• A clear process if a staff member can’t attend.

5. Continuity of care matters

When it comes to personal care – like showering or dressing – familiar faces make a world of difference. Having a different person turn up each week can feel unsettling and even distressing.

A quality home care provider will strive to ensure you have a small, consistent team of support workers who know your needs, routines and preferences. Carers who know you are also best placed to notice subtle changes in health or behaviour that might otherwise go unnoticed.

What to look for:

• A consistent pool of carers for regular visits.
• Efforts to match you with familiar, trusted staff for personal care.
• Clear communication if changes in your care team are necessary.

6. Clear pricing (with no nasty surprises)

No one likes surprises when it comes to costs and fees. A quality home care provider is upfront about costs and makes sure you understand exactly what you’re paying for – and why. You should feel confident that the services you receive match the value you’re paying.

What to look for:

• Transparent pricing, with no unexpected fees.
• Clear explanations of what’s included and what isn’t.
• Regular updates on how your Home Care Package funds are used.

7. Duty of care during emergency events

Life is unpredictable, and a quality home care provider knows how to step up when things get tough. Whether it’s a flood, bushfire or power outage, under the Aged Care Act and Quality Standards providers are obliged to maintain quality care in emergency situations.

All providers must have an emergency management plan – this allows them to consider risks to people in their care, and the steps required to reduce those risks.

What to look for:

• Effective risk management systems and practices.
• Regular welfare checks to make sure you have what you need to stay safe.
• Communication and coordination to ensure your safety.

8. Respecting your independence

A great home care provider walks a fine line – offering support when you need it while empowering you to stay independent. They should work with you, not take over, and always respect your choices.

For instance, if you enjoy cooking but need help chopping vegetables, a quality provider will assist where necessary while encouraging you to do what you can. It’s all about striking the right balance.

What to look for:

• Encouragement to stay active and involved.
• Support that adapts to your changing abilities.
• A commitment to respecting your preferences and decisions.

9. Happy customers and positive reviews

Finally, the proof is in the pudding! Word of mouth and positive reviews can give you a real sense of what to expect from a home care provider. Look for genuine feedback from other seniors or their loved ones – it’s one of the best ways to gauge quality.

What to look for:

• Positive testimonials and online reviews.
• Stories of long-term, satisfied clients.
• A willingness to share customer feedback openly.

How do you choose a quality home care provider ?

It’s important to feel confident that your care is high quality and safe. 

But with hundreds of different home care providers to choose from, how do you ensure that: your care will meet your needs; and that you’ll be kept informed, involved and in control?

Many people find that it’s too big a decision to make on their own. And that’s why CareAbout offers a free matching service – to help people find the provider that’s just right for them.