“Private Duty” companies’ services are not covered by health insurance or Medicare and therefore are considered “private pay”.  Often these services are provided on an hourly basis and can range from a short 2 hours to around the clock 24/7 care.  Most of these companies will have a minimum time requirement for each visit or a minimum on the number of visits in any given time period.   

When searching for your “private duty” provider, you should seek a provider that has “great customer service.”  In order to identify which provider has “great customer service,” you will need to ask very specific questions related to your needs and their services. For example some of your questions may be:

• What if I don’t like the person you send me? 
• What if there’s no real problem with the person, but I’m just not comfortable with him or her?”
• What happens if the person I like leaves the agency or can’t help me any longer?
• What if the person isn’t doing what he or she is supposed to be doing?
• Can you fill requests on short notice?
• What if I call on a Friday or just before a holiday and need help right away?
• Is your telephone always answered by a live person? Can I reach a knowledgeable
 supervisor 24/7?

I recommend that you meet with both the management representative but also the person that will be assigned to you for your services. When you meet with these people consider the following:

• Do you like the people?
• Is there a rapport?
• Are they passionate about their business?
• Are they focused on you and your needs, or do they mainly talk about their company?

Be sure to do the due diligence in determining if the company is well managed and has a good reputation. Part of your due diligence should address the following:

• Does the company provide services that meet your needs?
• How long has the company been in business?
• Has it grown?
• Is private duty their primary focus?
• Does the company employ its associates (direct-service staff) or is it a placement agency?
• How many clients does the company serve?
• What is the company’s capacity?
• How many active associates does the company employ?
 (To insure responsiveness, there should be approximately 1.3 associates per client).
• Does the company have a nurse on staff or a close relationship with a skilled nursing
 agency?
• Is there a contract to be signed?
• What is their billing process?
• Do they drug test their associates?
• Do they do criminal checks on all of their associates?
• If you have a concern or a complaint, what are the company’s procedures and policies on addressing these concerns/complaints?
• What kind of training are the associates given?
• Should you need to terminate the use of the services, what is the required notice? 
• What are the penalties if the proper notice is not given?

When conducting due diligence, listen closely to the language the providers use.

Do they say, “We always replace the associate if a client isn’t completely pleased” or do they say, “We’ll try to find another match”?  Always be sure to check references with previous and current clients.  Most importantly, go with your gut feeling…if you don’t feel they are holding back or not being honest, keep searching for a company you feel comfortable with.