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Questions to Ask Home Care Providers

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Home Instead Senior Care of Spartanburg believes families should have the necessary knowledge to choose the best home care company for them. We understand that starting the process of looking for home care can be daunting, so we've created a number of questions to help you compare home care companies! (Home Instead's own answers are below each question in purple.)

  1. Is the company a SC Licensed Home Care Organization (HCO)?

    Three Hearts LLC, dba Home Instead Senior Care of Spartanburg and Cherokee is licensed with the state of South Carolina as an In-Home Care provider. We are happy to provide prospective clients with a copy of our license at their request.​​​

  2. Does the agency have 100% employer responsibility for the caregivers?  Or does the client assume some, or all, of the employer responsibility/risk?

    Home Instead Senior Care employs all CAREGivers as W-2 employees, as required by SC state law. We maintain 100% of the employer responsibility for our CAREGivers, including: payroll, tax withholdings, annual training competencies, bonding, and workers compensation insurance.

    The client is responsible for providing a safe environment for the CAREGivers, free from hazards and conditions that may cause injury or illness.

  3. Have all the caregivers been trained?
    • By whom?
    • What is the extent of their training?
    • Does the training include Alzheimer's specific training?

    Each of our CAREGivers completes a comprehensive, multi-phased training program provided by our Training and Engagement Coordinator before they ever meet or serve a client. This training covers the basic physical and mental needs for many diagnoses including Alzheimer’s and Dementia. Most of our CAREGivers opt-in to take specialized training that is offered throughout the year which goes into more depth on these specific diagnoses.

  4. Have all the agency’s caregivers passed criminal background checks, drug screenings, and driving record checks?

    SC state law and DHEC require state background and drug checks for all home care workers. At Home Instead Senior Care®, we believe in total and complete safety and transparency, so we go one step further and do a national criminal background check on all prospective CAREGivers. In addition, we complete a driving record check and require tuberculosis testing.

  5. Are the caregivers bonded and insured?

    Each person who enters your home is bonded to protect you against loss. We believe in taking care of the people who take care of you and your family.

  6. Does the agency cover the caregiver with workers’ compensation coverage?

    Yes. Home Instead carries Workers Compensation Insurance to protect each of our CAREGivers in case of a work-related injury.

  7. Can you check references on the agency?

    Yes, we encourage you to read about other Client and CAREGiver experiences! Home Instead has online reviews from Clients and CAREGivers on our website, Google, Facebook, and

  8. Does the agency offer back-up / replacement caregivers if our regular caregiver is unable to come?

    Yes. We have a team of CAREGivers that readily fill-in when the Client’s regular CAREGiver needs to request a day off or be out sick. We will always offer a CAREGiver to fill-in. We also have CAREGivers on call to ensure coverage in any event.

  9. How much flexibility will you have in setting a schedule for services?

    Flexibility is crucial to customize each Client’s care schedule. Home Instead can provide as little as a three-hour visit, or as much as round-the-clock care, depending on the needs of the Client. Clients can adjust the care schedule as needed by coordinating with our Scheduling department.

  10. How does the agency provide quality oversight of the care provided?

    Home Instead Senior Care has a dedicated team, our Client Care department, whose primary function is to monitor the quality of care and adjust the care plan to account for changing client needs. Our Client Care department also ensures that the proper equipment and training is in place to keep Clients and CAREGivers safe.

    After the first shift, the Quality Assurance team will reach out to see how the first shift went and go over any and all concerns and successes. You will then receive a weekly call and a monthly check-in visit or call to ensure we are exceeding your expectations.  We encourage any and all feedback to ensure the care you desire.

  11. Can I use my long-term care insurance policy to pay for services?

    Yes. Once a client has opened a claim with their long-term care insurance company, we are happy to communicate with the company that the client has purchased a policy with. We take care of sending them the necessary documentation needed for reimbursement of services, so you do not have to.

  12. What if I need help once normal business hours have already ended? Is staff available to take my phone call after-hours?

    While we do not provide emergency medical services, a Home Instead Senior Care staff member will answer the phone to care for any after-hours needs and concerns. This includes weekends and holidays!

Looking for advice?

Home Instead offers free monthly newsletters with tips and advice for caregivers of elderly loved ones. (Privacy Policy)

Home Instead offers free monthly newsletters with tips and advice for caregivers of elderly loved ones. (Privacy Policy)

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