How do I keep a home care agency’s clients calm during a sale announcement?

Clients of a home care agency rely on a handful of familiar faces. So the first step is to brief the coordinators and caregivers, so they can answer honestly when a client asks. Agree on a short script with the buyer, and tell staff what they should and should not say. Ask your lawyer when the announcement can start.

Choose how each client hears it. Clients with complex needs or frail health should hear by phone or in person, ideally from someone they know. Families who manage care from a distance may prefer a letter followed by a call. Whatever the method, say who will be the contact, how to reach them, and that the care plan carries on.

Afterwards, protect continuity. Avoid changes to caregivers, visit times and billing in the early weeks. Check in with the clients most likely to worry, and keep a list of every concern raised so the new owner can respond. If someone is leaving, explain it before they find out for themselves. Remember that families often talk to each other and to referrers, so a calm, consistent message travels further than a perfect one. Give coordinators time to take calls rather than loading them with extra work that week.

Key takeaways

• Brief coordinators and caregivers first so they can answer questions truthfully.
• Phone or visit the clients who are most vulnerable; write to the rest.
• Keep caregivers, schedules and billing steady for the first weeks.
• Give coordinators time to take calls that week; families talk to each other.