Questions to Ask Before Choosing a Carer

Choosing someone to come into your parent’s home is a big decision, and it often has to be made quickly, after a fall, a hospital stay or a worrying phone call. It is easy to focus on the price and the start date and forget to ask the questions that decide whether the arrangement will actually work.

This is the checklist we would use ourselves. It works for any provider, whatever their model. Under each section we have added a short note on how Viola answers it, so you can compare like for like.

Before you start: be clear about what you need

You will get much better answers if you know roughly what you are asking for:

Which parts of the day are hardest? Mornings, evenings, nights?
Roughly how many hours a week?
Any conditions the carer should know about, such as dementia or Parkinson’s?
Anything your parent feels strongly about, such as a non-smoker, someone who shares their interests, or someone happy with a dog?

If you are not sure about hours, our guide on how many hours of care your parent actually needs helps you work it out.

1. Vetting: how has this person been checked?

This is the most important question, and “everyone is checked” is not an answer. Ask what the checks actually are:

Has the carer been interviewed in person?
Has their ID and right to work in the UK been checked?
Do they hold a valid Enhanced DBS certificate, and is it clean?
Have references been taken, and from whom?
What is their employment status?

How Viola answers: every partner carer goes through an application, a personal interview, an ID and right-to-work check, a valid clean Enhanced DBS (or PVG) check, references from families they have worked with, and registration as self-employed. The full process is on how we vet carers.

2. Experience: have they done this before?

How long have they worked as a carer?
Have they supported someone with similar needs?
Are they comfortable with personal care, if your parent needs it?
Do they have experience with dementia, Parkinson’s or recovery after a hospital stay, if relevant?

Experience with the specific situation matters more than years in general. A carer who has supported several people with dementia will know how to handle a difficult evening in a way that is hard to teach.

How Viola answers: we introduce carers whose experience fits your parent’s needs, whether that is dementia care, personal care, Parkinson’s care or simply companionship, and you choose who you want.

3. What will they do, and what will they not do?

Washing, dressing and help with the toilet?
Meals, shopping, light housework?
Medication reminders?
Appointments and outings?
Anything medical?

That last one is important. Carers support everyday living. Medical procedures such as injections, wound care, IV drips or taking blood need a nurse, usually arranged through the GP or community nursing team.

How Viola answers: carers introduced through Viola help with everyday living and do not carry out medical procedures. You agree the tasks and routine directly with the carer you choose.

4. Availability: can they do the times you need?

Can they do the exact days and times, including weekends?
How soon can they start?
Is this a long-term arrangement, or are they only free for a few weeks?
Can the hours go up or down later without a penalty?

How Viola answers: a suitable carer is usually introduced within 48 hours for hourly care, and live-in care can usually be arranged within about five days. Hours can be adjusted as needs change.

5. Cover: what happens when they are ill or on holiday?

This is the question families most often forget, and the one that causes the most stress later. If you hire privately, you are on your own here.

Who arranges cover if the carer is ill?
How quickly?
What happens if the carer is simply not the right match?

How Viola answers: if your regular carer is unavailable or not the right match, we introduce a replacement.

6. Price: what will I actually pay each week?

Ask for the weekly total, not just the hourly rate.

Is the rate the same at weekends, evenings and bank holidays?
Is travel time or mileage charged on top?
Are there booking fees, deposits or minimum visit lengths?
How often will I be invoiced, and how do I pay?
Is there a notice period if we stop?

How Viola answers: hourly care is £20 an hour, the same every day including weekends and bank holidays, with travel included and no hidden fees. Overnight care starts from £140 a night and live-in care starts from £150 a day. Invoices come twice a month and are paid by bank transfer within 5 days. See our prices page, and for the bigger picture, how much home care costs in London.

If you are hoping to use Attendance Allowance or council funding, check the rules on gov.uk or get advice for your parent’s situation. Our guide to paying for care at home in England is a good starting point.

7. Who is responsible for what?

Who does the carer work for: the agency, themselves, or you?
Who plans and supervises the care?
Who do I call if something goes wrong?

How Viola answers: Viola is an introductory agency. Partner carers are self-employed, and you agree the care arrangements directly with the carer you choose. Viola handles the agreement, invoicing and payments, and is there for you if something needs to change. If you want to understand how this compares with other models, read introductory agency vs care agency.

8. The first visit: how will we know it is working?

Will your parent get to meet the carer early on?
Can a family member be there for the first visit?
When will you check in to see how it is going?

Try to be there for the first visit if you can. Show the carer where things are, explain your parent’s routine and the small things that matter to them, like how they take their tea or which chair they prefer. Then give it a week or two before judging. Most arrangements need a little settling in.

How Viola answers: you choose the carer from those introduced to you and agree the routine together. If after the first visits it does not feel right, tell us and we introduce someone else.

Ready to start?

If you have worked through this list and want to see how Viola compares, tell us what your parent needs through the enquiry form or call us. We will answer every question on this page for your situation and, usually within 48 hours, introduce a carer who fits.

Frequently asked questions

What is an Enhanced DBS check? It is the most thorough type of DBS criminal record check. Anyone supporting your parent at home should hold a valid one. In Scotland the equivalent is PVG.

Should I ask for references? Yes, ideally from families the carer has worked with before, not only from friends.

How quickly can a carer start? With Viola, a suitable carer for hourly care is usually introduced within 48 hours.

What if my parent does not get on with the carer? Say so early. With Viola, if the carer is not the right match, we introduce a replacement.

Can a carer give my parent their injections? No. Carers support everyday living. Medical tasks are arranged through the GP or community nurses.