Your Home Care Package provider holds responsibility for delivering high-quality care and services to you. Their primary obligations include:
- Respecting your rights, which encompass:
- being treated and accepted as an individual with your preferences respected
- receiving care that is respectful of you, your family, and your home
- receiving care without feeling obligated to express gratitude to those providing it
for more information on your right.
- To deliver reliable, safe, and high-quality services to you, this includes:
- Providing you with detailed information about your services
- respecting your privacy and dignity
- addressing your concerns or complaints in a fair and confidential manner
For further information on the standards that your provider must adhere to, please visit the Aged Care Quality Standards page.
- To provide services that align with your needs
Your Home Care Package provider should conduct a thorough review of your services at least once every 12 months.
Should there be a notable change in your care needs, your provider is responsible for referring you to My Aged Care for a reassessment.
It is crucial for your provider to regularly assess and adjust the services provided to ensure they are meeting your evolving needs effectively.
What if my needs change?
As time goes on, your care needs may evolve. If you find that your needs are changing, there are steps you can take to ensure you are receiving the appropriate level of care. Here are some actions you can take if you notice a change in your care needs:
- Initiate a conversation with your care provider and request a review of your care plan
If you find that your current services are no longer meeting your needs, it may be time to adjust your care plan. Your care provider will collaborate with you to reassess your care plan and budget to better align with your evolving needs.
- Contact My Aged Care for a comprehensive reassessment
If your care provider is unable to accommodate your changing needs, it may be necessary to undergo a reassessment for a higher-level Home Care Package or other support services. My Aged Care can assist you in navigating this process and connecting you with the appropriate resources.
By staying proactive and communicating openly with your care provider and My Aged Care, you can ensure that your care needs are consistently met, even as they evolve.
Am I permitted for me to take a temporary leave from my Home Care Package?
Yes, you can take a break from your Home Care Package if needed. This can include going into the hospital, receiving transition care or residential respite, or even for social reasons such as going on a holiday. Here are the steps you should take:
- Contact your provider to inform them of your absence
Make sure to inform your provider of the dates you will be away so that your services can be temporarily suspended. Your provider is not allowed to provide or charge you for any services, including care and package management, while you are on leave from your package.
- Inquire about the fees you will need to pay while on leave
Depending on the type and duration of your leave, your fees may be reduced. Your Home Care Agreement will contain more detailed information about what to expect if you decide to take leave.
Hospital Leave
If you require hospitalization, you may discover that your care needs have shifted upon your discharge. These changes could be temporary as you recuperate, or they may be permanent.
Transition care offers brief assistance to older individuals following a hospital stay.
Learn more about the benefits of Transition care services.
Community Visitors
If you are experiencing feelings of loneliness and lack regular contact with family or friends, or if you are feeling disconnected from your culture or heritage, the Aged Care Volunteer Visitors Scheme (ACVVS) is here to assist you.
The ACVVS can arrange for volunteers to visit individuals who are receiving Home Care Packages. Each state and territory has coordinators who will pair you with a compatible visitor regularly.
To learn more about the Aged Care Volunteer Visitors Scheme (ACVVS) organizations in your area.
Can I switch providers?
Yes, you have the option to change providers if needed. This could be due to circumstances such as moving to a new location, or simply because you are seeking a better fit for your needs. Changing providers is a decision that you can make at any time, and your current provider is required to assist you in the transition.
If you are considering changing providers, here are some steps you should take:
- Search for a new provider
It is important to find a new provider before finalizing an end date with your current one. This will help prevent any gaps in service delivery if you do not have a new provider lined up.
You can search for a new home care provider by using the Find a provider tool or by contacting My Aged Care at 1800 200 422 for assistance with your search.
Review your Home Care Agreement to understand any conditions, such as notice periods, that may apply. In the past, your provider may have charged you an exit fee. However, as of January 1, 2023, providers are no longer allowed to charge for ceasing care.
- Reactivate your referral code
To reactivate your referral code, simply contact My Aged Care after selecting a new provider. It is essential to provide this code to your new provider to commence receiving services.
- Notify your current service provider and establish an end date
Collaborate with your current service provider to determine the date when services will cease. The commencement date with your new provider should fall on or after the agreed-upon end date with your current provider. It is advisable to synchronize the end date of your current services with the start date of your new provider to prevent any interruptions in service.
Additionally, any prepaid fees must be reimbursed by your current provider.
- Establish a New Home Care Agreement
Before beginning services with your new provider, it is essential to establish a Home Care Agreement. For further details on the process of entering into agreements, please refer to our Agreeing to Services page.
What happens if I do not start immediately?
You have 56 days from the agreed end date with your current provider to finalize a Home Care Agreement with a new provider. Failure to do so within this timeframe will result in the withdrawal of your Home Care Package. If you require more time, you can contact My Aged Care within 56 days to request an extension of an additional 28 days.
What should I do if I have a complaint?
If you are dissatisfied with any aspect of the care or services you are receiving, there are two avenues for making a complaint:
- Firstly, speak to your service provider directly. They are there to assist you and should address your concerns promptly.
- Alternatively, you can contact the Aged Care Quality and Safety Commission.
If your concerns cannot be resolved by your service provider or if you are uncomfortable discussing them with them, you have the right to reach out to the Aged Care Quality and Safety Commission. For further details, please visit Complaints page.