An ideal intake for home care clients

Congratulations! You’ve just signed a new client. Based on your years of experience, you have every reason to believe they’ll be pleased with how your agency goes the extra mile – and that, like many past clients, they will come to see your well-matched caregivers as family. 

For the client, however, it’s a whole new world. They probably don’t know what to expect from long-term care (LTC) and how home care fits in. What they do know is that this need for care signals a change, and change can be hard. That’s where a thorough, thoughtful intake process can make all the difference. 

An ideal intake process goes beyond the forms you use to collect information. Yes, you need to be thorough and record demographics, medical condition, and care needs, including favorite foods and daily activities. You may also inquire about family member responsibilities and any pets. You’ll want to explore caregiver match criteria, such as experience with dementia or transfer capabilities. In many cases, you’ll conduct a home safety audit. Those are all givens. The magic to an ideal intake process is in the approach – how you collect all that information. Here are five strategies to keep in mind.

Start by asking your client to tell their story. Tell them you want it all: their context, their history, their family dynamics. What’s a favorite memory? Who was their best friend growing up? If a client seems guarded about sharing personal details, try finding some common ground. Do you like the same sports teams? Do you both pride yourselves on having a green thumb out in the garden? 

Don’t skimp on this part, but also be sure not to overwhelm. Let the client know why you’re asking so many questions: that the more the care team knows about who they are, the more personal and effective the care can be. 

Be sure that during the interview you are engaging the care recipient as the primary interviewee whenever possible. Make eye contact and actively listen instead of solely focusing on writing or entering information into a point-of-service documentation platform. Think about your own experiences when a care professional was gazing at their screen and entering your responses instead of being “with” you. 

Never lose sight of the fact that you are guests in their home – and make sure they know you know that. Asking questions such as, "Where are you most comfortable sitting for the interview portion of my visit today?"  or "Is it okay for me to set my things here on the table?" show that you and your caregivers will respect their space. 

A little education can go a long way. Walk the client through a typical invoice. Explain the services your organization offers. It may also help to explain what service levels are based on, such as level of assistance. Many clients also benefit from knowing the difference between home care and home health, and how payment for these services looks different for them.

Go over long-term care terminology so the client will understand the acronyms they see. (Extra points if you include a glossary on all your invoices.) If they have an Long-Term Care insurance (LTCi) policy, are they fully aware of their benefits? Can you be a resource in helping them understand their benefits if they need this? Make sure everyone understands how you’ll work with the client’s long-term care insurance (LTCi) carrier, including any member of the care circle granted power of attorney. 

When you discuss the client’s goals for their care, help them envision success. What are their goals? What do they want to get back to doing? What motivates them? What would success look like? Try the four principles of motivational interviewing: open-ended questions (“What’s your biggest challenge right now?”), affirming (“That sounds like it’s hard for you.)”, reflective listening (“What I hear you say is …”), and summarizing (“You believe that being able to [blank] will improve your quality of life.”) 

It’s often the little things that matter most. For homemaker services, ask the client how they prefer any keepsakes to be handled, such as precious heirlooms or family photographs. For daily rituals: What are their favorite TV shows or radio stations? Does the client have “special” plates, silverware, or drinking glasses for mealtimes and snacks? A lucky sweater, a daily prayer, a certain candy always in the candy dish … show the client you’re eager to honor their customs and habits exactly as they wish.

The last thing people hear is often the first thing they remember later on. An ideal intake concludes not with taking the client’s credit card number, but with offering some small token of your appreciation. A potted plant, pastries, your official agency sweatshirt in the right size … make it personal. Use what you already know about the client to bestow a little gift that says, “We get you.” (Don’t be surprised if your client shows every visitor that potted plant and says, “Look what the agency brought me!”) 

Often, just saying "Thank you for making time to meet with me today" can go a long way. It’s a simple gesture but a good reminder that you know you and your caregivers are guests in their home. 

For most older care seekers, starting home care can be stressful. The ideal intake process gives your client confidence that they’ll be in control of their care, while ensuring your caregivers have all the information they need to deliver amazing person-centered care.

​​Just remember that the intake process is a golden opportunity to let the client know they’re the star of the show. You’ll be off to a great start.