Frequently Asked Questions

Making a decision about caregiving for a loved one is never easy. To be comfortable with your options, you need answers. We hope the following information is a good start. If your questions aren’t completely answered, call us today at (866) 710-0456. We’d be glad to speak with you about your specific family situation.

Who is Palco Choice?

Palco Choice provides personal, in-home assistance for Medicaid individuals who qualify for personal care or ARChoices attendant care. Palco Choice is founded on the principles of person-centered care, understanding that the individual receiving services should always be engaged as a valuable member of the care team. Palco Choice is committed to a person-centered, family-directed care model. Our staff members are committed to engaging the service recipient and their circle of support when it comes to identifying the best caregiver to meet their needs as well as determining the caregiver’s work schedule. You’ll be involved at every stage of the process including who is hired, when they come, what tasks they complete, and how they complete them. Our goal is to provide the service recipient with the most choice and control over their services while maintaining appropriate oversight to ensure the health and safety needs of the individual are met.

What is home health care?

Home health care, or agency with choice, is founded on the principles of self-direction, believing the person needing the supports should always be at the center of the decision-making process around the services they receive. A Palco Choice staff member will involve them (or their trusted representative) in every stage of the process including who is hired, when they come, what tasks they complete, and how they complete them. Palco Choice will work within the rules of the program to ensure all rules are followed, giving the participant the most choice and control over their services.

Will Medicaid pay for my home care services?

Yes, for individuals that meet the financial and medical requirements. To determine if you qualify for Medicaid, you’ll need to contact the DHS Choices in Living Resource Center to get started with your Medicaid application at 1-866-801-3435. Individuals are available Monday-Friday from 8:00AM – 4:00PM to help answer your questions.

How is the privacy of my personal information maintained?

We adhere to all applicable federal and state guidelines related to privacy of personal and health care information. This starts once we have a formal service agreement, before a caregiver even comes to your family member’s home. The written service agreement stipulates the exact restrictions on the use of your information, which clarifies that unauthorized individuals will not be given access to information without a client’s or their legally authorized representative’s formal consent.

Your information is never sold to a third party under any circumstances. In fact, only the office personnel and caregivers who are directly involved in your service will have access to information related to the care of your loved one.

What kind of tasks will my Palco Choice caregiver perform?

Palco Choice caregivers can provide partial or full-assistance with activities of daily living like bathing, dressing, toileting, and personal hygiene tasks as well as partial or full-assistance with other activities like meal preparation and light housekeeping.

What type of training does my Palco Choice caregiver receive?

All Palco Choice caregivers receive at least 40 hours of specialized job training, as required by Medicaid policy and state regulations. This training covers a range of topics including working and communicating with older adults and persons with dementia, assisting with personal care through activities of daily living, assisting with independent living through independent activities of daily living, safety precautions and fall prevention, handling emergencies, infection control, and many more. Palco Choice caregivers also receive at least 12 hours of additional in-service training each year.

How long have you been in business?

While Palco Choice is a new organization, our sister agency – known as Palco – was established in 1998 as a subsidiary of an accredited and licensed CPA firm first established in 1991. Palco became incorporated in 2003 and has been serving Medicaid clients enrolled in the self-directed and veterans-directed service delivery model in several states, including Arkansas, since 1998.

Will I have input of who comes into my home to deliver services?

Yes, we do our best to take the guesswork out of matching the right Palco Choice caregiver with you and your family by using our proprietary caregiver matching tool. We encourage you to be involved in the decision-making process too. Your comfort and satisfaction is important to us so we try to accommodate requests for a specific caregiver or change in caregiver, as allowed by Medicaid policy.

What kind of home care services do you provide?

Palco Choice provides numerous home care services to families just like yours. A full list of services can be found on our services page.

Are your caregivers insured and bonded?

Yes, every Palco Choice caregiver is employed by our local Palco Choice office. To help ensure the safety and wellbeing of our clients, we perform a criminal history background check and drug screening while also covering each caregiver with general liability and workers’ compensation insurance.

Will I always receive care from the same Palco Choice caregiver?

Our goal is to establish a long-term caregiving relationship with your loved one. Should your family want to request another caregiver for any reason, we’ll search for a match until your family is happy. We understand that a strong rapport and trust with a caregiver are vital to a successful in-home care experience.

Can I change or discontinue the services my loved one receives?

You can change the frequency or type of service we provide your loved one whenever it’s necessary. We understand the care situation can quickly change, so we’re as flexible as possible with your loved one’s care.


How can I verify a shift was completed?

Palco Choice uses several tools to track the care our caregivers provide, including our cloud-based Connect timesheet system integrated with Electronic Visit Verification (EVV).


Palco Choice seems like a good choice. What’s the next step?

Give us a call at 866-710-0456. We’ll arrange a time to visit with you, your family, and/or any authorized representative to fully discuss your particular home care situation and how Palco Choice can help. Together, we’ll go over the care you need and the services we can provide. We’ll answer all of your questions regarding in-home care services. Then, we’ll begin putting together your custom care plan and matching you to the right Palco Choice caregiver. Usually, care can begin with just a few days.