1. Who will assess the person’s needs?
Ask for the assessor’s role and qualifications. A general intake call may be enough to discuss companionship or scheduling, while clinical needs may require a registered nurse or another regulated professional. The agency should explain when each kind of assessment is used.
Find out where the assessment happens, who should attend, what information is needed and whether there is a fee. The person receiving care should be included whenever possible.
2. Will we receive a written care plan?
A written plan should turn the conversation into clear responsibilities. It may include the person’s goals and routines, agreed tasks, schedule, provider roles, important boundaries and the contact for questions or changes.
Ask who writes and approves the plan, who can see it and how caregivers learn what applies during each visit. The family should receive something understandable, not a document filled with unexplained clinical or business terms.
3. How and when is the plan reviewed?
Needs may change after a fall, hospital stay, new symptom, change in mobility or shift in what the family can manage. Ask how the agency records those changes and who decides if the schedule, tasks or qualifications need another look.
Find out if reviews happen on a schedule, after a specific event or both. Ask whom the family should contact first and how quickly an urgent care-planning concern is escalated.
4. How are caregivers screened, prepared and matched?
Ask about interviews, references, identity and criminal-record requirements, training, experience and ongoing support. The agency should be able to explain how those checks connect to the work a caregiver is assigned.
Matching should consider the person’s routines, communication style, language, location, schedule and care needs. Ask what happens if the first match is not comfortable for the person receiving care.
5. Which tasks require a nurse or another professional?
Everyday assistance and regulated health care are different responsibilities. Ask which tasks a caregiver may provide and when a registered nurse, licensed practical nurse, physiotherapist, occupational therapist or another professional is required.
For nursing care, ask for the nurse’s name and designation and verify current registration through the BC College of Nurses and Midwives. The agency should not blur qualifications to make a service sound broader than it is.
6. Which services are provided directly?
Some agencies employ caregivers and nurses directly while introducing rehabilitation or other services through independent providers. Ask which organization is responsible for each service, who supervises the work and who handles privacy, complaints and billing.
A referral or professional network can be useful. The relationship should still be visible to the family. Do not assume every logo or service name means the person works for the same company.
8. How will our family receive updates?
With the person’s consent, the plan can name a main family contact and describe which routine updates are useful. Ask how visit notes, concerns and schedule changes are shared and how urgent information is handled.
If several relatives are involved, choose one communication path so staff do not receive conflicting instructions. Ask how the agency protects sensitive health and personal information.
9. What will care cost?
Request rates, minimum hours, assessment fees, travel or supply charges, cancellation terms and different pricing for evenings, weekends or holidays. Ask which tasks or qualifications could change the rate.
Compare written estimates using the same schedule and care description. An hourly number without minimums, exclusions or added charges does not tell the family what the arrangement may cost over a week or month.
10. What happens if the agency can no longer meet the need?
Ask how the provider responds when care becomes more complex, the schedule expands or the available staff no longer have the right qualifications. The family should know who reviews the situation and how another service or setting would be discussed.
A responsible agency can be honest about limits. Listen for an answer that protects continuity and gives the family time to plan, not a promise that every future need will automatically fit.
What clear answers should give your family
Write down each provider’s response and ask for important details in the service agreement or care plan. Compare responsibility, qualifications, backup and communication as carefully as price. A clear answer makes it easier for the person and family to know what they are agreeing to.
If an answer remains vague, ask again using a real situation. For example: who would the family call if the person developed a new wound, the regular caregiver was absent or a spouse could no longer manage the overnight routine? Specific examples often reveal how the process works.
A few things you can do now
A simple family checklist
- Print or save the questions before speaking with a provider
- Ask each provider the same important questions
- Request the answers that matter most in writing
- Compare how clearly each provider explains who is responsible, not only what care costs
Trusted information
Helpful government and health resources
These official sources offer more information about public services, health guidance and care options in British Columbia. Source links were checked on August 14, 2026 and open in a new tab.
