Questions to ask Memory Care Facility

clarkjuliea64 · July 18

My brother and I are wanting to move my mom to a MCF. My dad, thankfully, bought long-term care insurance and after 5 years, we just mentally can't do it anymore. I have made note of the obvious questions to ask on my visit, but wondering if there's some questions that I may not have thought of. Also, has anyone else had experience with John Hancock long-term care insurance, and how was the process on setting up the MC through them?

Thank you!

Kerry8958 · July 18

I have not used John Hancock, but I will highly recommend that someone read IN DETAIL what the insurance policy says. My parents paid for LTC insurance for 20+ years, but it is very restrictive. I found out that this is fairly common, i.e. the person has to meet certain minimum requirements, there is usually a waiting period, it usually has a per month payout (usually depends on what type of care) rather than covering all costs, and it probably has a lifetime maximum payout. I don’t want to be Debbie Downer, but I don’t want you and your father to be surprised like I was that their insurance wouldn’t cover any of my mother’s expenses at an ALF because she didn’t meet the minimum criteria for coverage…still doesn’t after almost two years there. Better to know for sure going into looking for a facility than finding out after she’s already moved. I hope you have a better experience with John Hancock than I did with my parents’ insurance company so far. Good luck.

H1235 · July 18

Rather than questions to ask I would say your going to learn a lot by just observing. Keep your eyes open, watch staff interactions with residents, that kind of thing. It’s so hard to really know. Good luck

weareallunique · July 18

You have two areas to research- the MC or AL you select and the insurance coverage .

From a google John Hancock exited the sales of new LTC policies back in 2016 and are reentering with some hybrid life/LTC form in 2025 .

So, I'd take the full policy wording and whatever correspondence you have , along with recent medical records to an Elder Law attorney who specializes in LTC claims . Then you'll know what is covered, time deductibles or co-pays and the best way to submit the claim.

Bring the legal documents you hold for your Mom [DPOA , guardianship etc ] for the lawyer to review to be sure they are adequate to be able to present the claim on your Mom's behalf to the insurance company.

A search for "john hancock ltc claims reddit" will give you an unverifiable flavor for how the claims process can go.

Time delays only benefit the insurance company so after seeing the lawyer you can decide whether hiring them to handle the claim makes sense. Dollar and stress wise on your family.

April23 · July 18

Some of the things I asked:

-What is the caregiver to resident ratio (both during the day and at night)?

-Total number of residents facility can house

-Is there a nurse on staff or on call (day and night)?

-What is the emergency evacuation policy?

-Protocol for medical emergencies

-If the facility offers level of care and what is the pricing for each?

-What MC security measures are in place (codes, keypads, sign-in log, how track visitors, etc.) and is there any chance of your LO being able to circumvent these measures?

-How much Alzheimer's/dementia training is provided to caregivers?

-Is there documentation provided daily (medications given, toileting schedule, incidents, overnight, etc.)

-What is the protocol if my LO falls? Am I called? Does a nurse assess them and if so, when? What happens if the fall is during overnight hours?

-Social activities provided and a schedule

-Mundane things like what is the family expected to provide (toiletries, personal items), how often are linens changed, trash taken out, laundry done, incontinence supplies provided, etc.

-If LO is sent out of the facility to a hospital, what information goes with them? Is it correct/up to date?

-How often is my LO's care plan re-evaluated?

-On average, how much can I expect the fees to increase and how often?

-Can you be present at mealtimes, observe mealtime and sample the food?

In the state I am in, I can search facilities online to see any violations or fines they have received and what measures were taken to correct them. If I knew of any I would address those.

How are the residents you see: are they happy, clean, well-groomed, are they being left alone for any period; is the kitchen/tables/floors/dining area clean; how does the place smell; how are the caregivers addressing the residents; do the hallways have rails for those who are mobile to utilize; how safe are the bathrooms, and are they private or shared; are any floors wet, is there signage; are hallways and common areas narrow and crowded or spacious; is there an outdoor area your LO can access or enjoy

Also I highly recommend showing up unannounced at any facility you are considering. If they cannot accommodate you, you should take it off the list.

sandwichone123 · July 19

I don't have comments on the insurance, but I do suggest visiting at least half a dozen facilities. They are surprisingly different from each other, so you don't get much of a flavor of what the options are unless you visit several. I agree with the above comments about what to ask and watch for, as well.

Anonymousjpl123 · July 22

Echoing others, and Having placed my mom first in AL, then to MC in the same facility, then to another MC, I would say:

Visit more than one or two
Observe the feel of how staff and residents interact
Ask about philosophy of care/dementia training
Talk to friends, neighbors, and anyone nearby to get word of mouth referrals

I did only the 1st out of the 4 above to find my mom’s first place. I did the rest when she had to move (evicted, needed too much care).

I ultimately found the place where she has been well cared for the past year through a work friend’s recommendation. Getting those helped A LOT.

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