How to recognise a good care service

What is a care service allowed to do? What does it have to do, what can it do? Admittedly: If you can choose between several care services in your area, you have a luxury problem in Germany. Due to a nationwide shortage of nursing staff, the capacities of the approximately 14,000 outpatient nursing services in the Federal Republic are already at their limits almost everywhere. Nevertheless, it is worthwhile to pay attention to certain criteria when hiring a care service. This is because not all professional providers manage to provide extra information beyond what is necessary or to always answer questions in sufficient detail, given their busy schedules and many enquiries.

A good care service will explain everything important to you during the initial consultation. This means that a staff member takes time for you and together with you determines the individual needs and the optimal care for you or your relative. It should also be explained to you exactly which costs for which services are covered by whom and which budget from which funds you can use. This is important because, in addition to the care measures prescribed by the doctor, you can also make use of assistance in everyday life. Depending on the level of care, you are entitled to a certain amount of money for this.

"Please always come after eight o'clock for washing!" Or "Please send only a female carer for my mother's personal hygiene!" Am I allowed to make such special requests? Of course you can. A good care provider will listen to your wishes and check whether they are feasible. However, you should keep in mind that nursing services almost always have to deal with staff shortages. As a result, the staff's rounds are very full and it is not always possible to take into account all the special requests of the clients. It's quite clear that sending you only your favourite care workers, for example, is a challenge even for a good care service. After all, staff members also go on holiday or are sick sometimes. Special requests regarding times can also be difficult to implement. Nevertheless, if you ask in a friendly manner, you will receive an equally friendly response from a good care service - and ideally, some wishes will even be fulfilled.

If you are caring for a relative, a good care provider will ask very carefully about the client's habits and life history. It is difficult to deal confidently with someone about whom you know nothing. If, for example, your elderly mother had a traumatic experience, struggles with certain fears or is used to always using the same brand of shower gel, then knowing this makes it much easier to deal with her in everyday life. Therefore, it is a good sign if you are asked questions about this during the intake interview.

If you or your relative want to tell the care provider something at short notice or an urgent question arises, a good care provider should also be available. Ask about the on-call service. It must be guaranteed that you can always get someone on the line who can help you. The on-call service should be available around the clock and in case of doubt - if you cannot reach someone immediately - they should call you back.

A good care service is characterised above all by transparency. They should always answer your questions and have an open ear for special requests - even if these cannot always be fulfilled. You and your relatives should feel well looked after. In addition, the care service must always be available on call.