As the public becomes more familiar with the value of care managers for older adults and individuals with serious chronic illnesses, more facilities and agencies are touting their care management services. As in all consumer choices, being informed, discerning and asking the right questions is the key to making sound decisions.

When hiring a care manager, one is hiring an advocate, someone who should have no other interest than the best interest of the individual. Independent care managers have no allegiance except to the individual and family being served. They receive no compensation other than for their care management services. Facilities and agencies that offer and are reimbursed for services — such as caregivers or housing, in addition to care management — have a conflict of interest.

An agency that provides caregivers has a strong interest in keeping their staff and revenue flow in place, even when the “fit” between available caregivers and clients is not right. Additionally, they may have incentives to provide more costly care than is necessary. Most independent care managers will choose from a variety of care services with whom they are familiar to find the best and most cost effective match for the individual and the situation for which care is needed.

Facilities (independent, assisted living or nursing homes) have institutional constraints and preferences. Those considerations can unnecessarily narrow the focus and options in problem solving and may conflict with the best interests and desires of the individual. An independent care manager will consider the facility and will also question assumptions and the status quo to advocate for the needs of the individual. They will encourage creative problem solving that focuses on the strengths, abilities and possibilities that can satisfy all of the client’s needs. A well-informed and experienced care manager can look to resources outside of the facility to improve or remedy a care problem to benefit the facility and the individual.

When investigating senior care management services, inquire about competing or conflicting interests that may influence recommendation or decisions.  To avoid the potential for such conflict, an independent care manager, who does not benefit financially from any referrals made, whether to a provider, a home care agency, or a nursing home, is the best choice.