Guide
What to do when a home care aide does not show up
A missed visit is not a small thing when someone cannot get out of bed alone. Here is what to do today, and how to make it rarer.
The short answer
First make sure the person is safe, and call 911 if they are in danger. Then call the agency and ask who is coming and when. Write down the date and time. If you have a Medicaid plan, tell your case manager. Repeated missed visits are a reason to ask the plan for a change, and problems can be reported at 1-877-254-1055.
Today
- Check on safety. Food, medications, toileting, a fall. Call 911 for an emergency.
- Call the agency. Ask who is coming and when. Ask for a call back with a name.
- Write it down. Date, time, who you spoke to, what they said.
- Tell the case manager or support coordinator if services are through Medicaid or iBudget.
Build a backup plan
- List two people who can check in on short notice.
- Keep medication lists and routines on the fridge.
- Ask the agency who covers, and how early they will warn you.
- Under the Participant Direction Option, plans must help you make an emergency backup plan. CDC+ requires backups for critical services.
When to change agencies
A rare sick day is normal. A pattern is not. You can change providers. iBudget enrollees can change at any time, and Medicaid plan members can ask their case manager for another agency in the network. For problems with a plan, call AHCA's helpline at 1-877-254-1055. To report an agency, call 1-888-419-3456.
What we promise
If a caregiver is running late or out sick, you hear it from us first, with a plan for coverage. Hold us to it.
Questions families ask
Will I be billed for a missed visit?
You should not pay for care not delivered. Check your written agreement and ask.
Should I report a no-show if it happens once?
Tell the agency and keep a note. If someone was harmed or left in danger, report it to the Florida Abuse Hotline at 1-800-962-2873.