What do case managers and families look for when choosing a home care agency?
Georgia care coordinators weigh the client’s choice, a doctor’s advice, special needs such as weekends or evenings, whether the service is available in the county, and whether the agency is enrolled. Families, in surveys, complain most about untrained caregivers, unannounced schedule changes and an office they cannot reach.
Two groups choose, and they look at different things.
Case managers and care coordinators. In Georgia CCSP, the state manual lists: the doctor’s recommendation, specific client needs (weekend or evening care, for example), service availability in the county, and whether the agency is enrolled. It is fair to expect that they also remember who answered, who started on time and who sent clean paperwork, though no source I read says so.
Families. One survey firm’s list of top client complaints includes caregivers who seem untrained, schedule changes nobody told them about, an office that is hard to reach, too many different caregivers, and caregivers who are late or leave early.
What that means for you:
- Say plainly what you cover: counties, hours, languages, needs.
- Show how you tell families about changes.
- Offer a steady small team for each client.
- Have a named person who answers the phone.
- Keep a short list of how you handle late arrivals and call-outs, and share it.
Proof beats promises. A short note from a family or a coordinator is worth more than a claim on your website.
How CareBravo® helps
Families get one plain sentence per visit, which helps answer the question ’will they keep us informed?’
Sources
- CCSP Care Coordination (provider choice and standards of promptness) · Georgia Division of Aging Services
- Top 10 Complaints About Home Care Agencies from Clients · Activated Insights (HomeCare Pulse), vendor survey article
Reviewed by Beth Bledsoe, Care Business Advisor®, 28 Oct 2026. Rules change. Confirm with your state Medicaid agency before you act.
How CareBravo’s Referrals & Reputation agent handles this
Want to see where this is costing your agency money? Four minutes, your agency’s name on the answer.