Hi Lars
Yes, absolutely right Henrietta, there is no accountability. We definitely have to look at this as it's not working at the moment.Still, I'm curious, with a direct contract, how can you question payment when you've been overcharged for missing visits, if that's not a silly question?
There should be an audit tail of their visits in a journal if you are not present during their visit. Most agencies these days (those that are more reliable) have a booking in system so a card or phone is swiped or logged in and out of on arrival and departure. I wouldn't even consider an agency that didn't operate that way. If they don't turn up, phone the office, as soon as you become aware of it and just simply ask. With a private contract you can ask for weekly or fortnightly or monthly invoices that list all staff and visits . If a visit didn't take place or was cut short, ring the office and make a complaint and ask for it to be removed from the invoice.
One agency I employed (following on from a CHC contract) were so bad at billing me for none visits and taking ages to correct the errors hoping I would go away and pay. I became like a dog with a bone and fortunately due to my comprehensive diary keeping, I could always back things up and challenge. I realise this is not always practical for everyone but if I pay fo rsomething, I expect to get it.