Choosing a home care agency is a significant decision – one that will affect the safety, comfort, and wellbeing of someone you love. Before you commit, use this checklist to ask the questions that matter most. A reputable agency will answer all of them clearly and without hesitation.
1. Are You CQC Registered and What Is Your Current Rating?
CQC registration is a legal requirement for any agency providing personal care in England. Ask for the agency’s registration number and verify it at cqc.org.uk. A Good or Outstanding rating is what you want to see. Golders Green Nursing is CQC-registered and rated Good.
2. Is the Agency Nurse-Led?
Many home care agencies have no qualified nurses involved in day-to-day care management. A nurse-led agency – where a registered nurse oversees every client’s care – provides a higher level of clinical governance and is particularly important for clients with complex or changing health needs. Ask: who provides clinical oversight? What happens if my relative’s condition changes?
3. How Many Carers Will Work With My Relative?
Some agencies use large rotating teams, meaning a different face every day. This is particularly problematic for people with dementia. Ask specifically how many carers will be assigned and how often your relative will see the same people. At Golders Green Nursing, we work in small teams of two to three carers for each client.
4. What Is Your Average Carer Tenure?
High staff turnover is a red flag. If carers are leaving frequently, it usually indicates problems with pay, management, or working conditions. Ask for the average length of time carers stay with the agency. At Golders Green Nursing, our average carer tenure is over four years – significantly above the industry average.
5. What Vetting and Training Do Carers Receive?
Ask about Enhanced DBS checks, minimum experience requirements, and mandatory training. Every Golders Green Nursing carer has a minimum of two years’ professional experience, a full DBS check, and annual mandatory training covering First Aid, Infection Control, Manual Handling, Food Handling, and Safeguarding.
6. Do You Use a Digital Care Platform?
Modern agencies use digital care management platforms that log every visit and allow families to monitor care in real time. Ask if a platform is used, whether families can access it, and what it records. We use the PASS platform at Golders Green Nursing, giving family members real-time visibility of care visits, notes, and updates.
7. What Happens in an Emergency Outside Office Hours?
Care needs do not observe business hours. Ask if there is a 24/7 emergency line, who answers it, and what they can do. Golders Green Nursing operates a 24/7 emergency out-of-hours line for all current clients and their families.
8. Are Your Rates Transparent and Are There Hidden Fees?
Some agencies charge registration fees, assessment fees, or administration charges on top of care rates. Ask for a clear, written breakdown of all costs before committing. See our guide to home care costs in London.
9. Can I Speak to Current Clients or Read Verified Reviews?
Any established agency should be able to point you to verified reviews. Check homecare.co.uk, Google Reviews, or ask for references. Golders Green Nursing is rated 10/10 on homecare.co.uk and you can read our testimonials on our testimonials page.
10. What Notice Is Required to Change or End Care?
Circumstances change. Make sure you understand the notice period for reducing or stopping care, and check whether there are cancellation fees. We ask for one to two weeks’ notice when ending care – we do not impose long contract periods or significant cancellation penalties.
If you would like to put these questions to us directly, call 0208 371 9592 (Mon–Fri, 9am–6pm). We also have a comprehensive FAQ page with detailed answers to the most common questions about our home care services in London.