When most people need help with in-home care, they might start with a search engine or a friend’s recommendation. They don’t necessarily think to ask about the provider’s insurance or what happens if one of the caregivers calls in sick.
At Kendal at Home, we’ve developed an extensive network of dozens of providers who help with care, home maintenance, and any other support members may need, as well as a proven process for making sure they continue to provide quality service.
Here’s how it works.
Vetting In-Home Care Providers: A Critical First Step
Finding a caregiver or service provider sounds simple, but it’s one of the more difficult decisions to make. And most families are doing it for the first time under the pressure of a health crisis, said Lisa Falkenberg, Kendal at Home's Director of Clinical Services.
You’re trusting someone to take care of you or someone you love, and many home care agencies look the same on the surface.
You don’t necessarily know how reliable they are or what it’s like to work with them until they’re already in your home. It takes time to call around for references or ask for documentation, and many people don’t even know what to ask.
The industry also makes vetting harder than it should be.
Annual caregiver turnover rates in home-based care was about 75% in 2025, according to the latest benchmarking report by Activated Insights. That was considered an improvement from previous years.
The fact that three out of four caregivers at an agency today will leave their jobs in the next year means you’ll likely experience some disruption in care if the provider doesn’t have a backup plan.
“Just saying, ‘Sorry, we don’t have anyone,’ isn't acceptable,” Falkenberg said. “We ask them about their plan for handling cancellations.”
Kendal at Home also maintains relationships with care agencies across Ohio and Massachusetts so if one agency can't cover a shift, another can.
What’s Required for a Provider To Join the Kendal at Home Network?
Before any home care agency, home health agency, or home maintenance provider works with a Kendal at Home member, they sign a documented agreement covering:
- A business associate agreement and provider agreement outlining expectations
- Proof of liability insurance
- W-9 and required tax paperwork
- Criminal background checks on every caregiver they send into a member's home
- Proof of proper training and qualification for their staff
- A signed commitment to non-discrimination policies and practices
- Advance notice of any fee changes
Providers also sign an agreement to uphold the Kendal at Home standards for quality and compliance, which are rooted in the organization’s Quaker values.
That includes holding their employees accountable and taking responsibility.
For instance, a care coordinator was recently on a call with a member when she overheard a caregiver in the background using a concerning tone and refusing to do part of her job. The coordinator called the home care agency's owner. The owner followed up and resolved the issue that day.
“That's the kind of owner that shares our values,” Falkenberg said.
How Does Kendal at Home Monitor Provider Quality?
Falkenberg and her team of care coordinators provide oversight for as long as a provider works with members. They do this through member feedback, in-home visits where the caregiver is present, and conversations with agency leadership.
The team watches for patterns. Occasional calloffs happen, but a provider who consistently struggles to find backup coverage is a bigger concern.
Sometimes a concern is obvious, but it’s not always easy for members or their families to notice more subtle, persistent issues.
A provider could be neglecting to perform standard care duties, for instance, or fail to notice when there is a more serious medical concern.
Family members don’t always live nearby, and even when they do, they don’t have the medical background or experience to know what to look for.
Kendal at Home's care coordinators have relationships already in place across their service areas with providers we’ve vetted in advance and continue to monitor.
When a member has a need, whether it’s in-home care or a personal trainer to help keep them healthy, we can make a quick recommendation. This saves hours of time searching for someone and gives members and their families peace of mind.
“We’ve been doing this for years and years, so our members and their families can enjoy life and their time together,” Falkenberg said. “There’s enough for them to do already.”
Ready To Learn More?
The best time to understand how care coordination works is before you need it, when you can ask questions without pressure and compare options at your own pace.
Join us for an upcoming virtual seminar to see how Kendal at Home care coordinators and providers help you stay safe, independent, and supported.
