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SPECIAL GUIDE: How to navigate Australia’s ‘My Aged Care’ process

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SPECIAL GUIDE: How to navigate Australia’s ‘My Aged Care’ process
12 JanHow-to advice

As our parents age we need to be aware of the types of care and services that are available to them.

Enter MY AGED CARE – established by the Federal Government, this is a service designed to make it easier for Aussie seniors and their families to find information on government-funded aged care services in Australia.

That said, the My Aged Care process can be a bit confusing for anyone encountering it for the first time.

With this in mind, we have prepared this step-by-step guide to help you to understand and navigate more effectively the My Aged Care process.  In it, we look at the types of care, funding and home care packages that are available to you and your elderly Mum or Dad.

Let’s get into it!

_______________________

Step 1 – Initial contact

Contact My Aged Care by calling 1800 200 422 or through the website (www.myagedcare.gov.au) to assess your eligibility for government assistance. 

You will be asked a series of questions to determine your eligibility for aged care services and to gather some basic information. This will take around 10 minutes or more to complete. Please note, you will need your Medicare card handy as you go through this part.

My Aged Care

Eligibility:

  • The person must be aged 65 years or older (or 50 years for Aboriginal or Torres Strait Islander people) to be eligible for an assessment.

You may also be eligible if you are:

  • On a low income, homeless or at risk of being homeless, and aged 50 years or older (45 years or older for Aboriginal or Torres Strait Islander people).
  • Finding that you are struggling to remember or perform daily tasks.
  • Been diagnosed with a medical condition or you have reduced mobility.
  • Experienced a change in family care arrangements or if you have suffered a recent fall.
  • Have recently returned from a hospital admission.

Step 2 – Screening and assessment

A representative from My Aged Care will schedule a face-to-face or telephone assessment to determine your needs.  They will assess your current situation, living arrangements, health conditions, and any support services you may require.

(Experience has shown that you have to talk about your worst day and not your best day as the assessor may assume you are fine and do not need help).

Step 3 – Support development

After the assessment you will receive a letter containing: 

  • The assessment decision – whether you are eligible or not
  • The level of package you have been approved for, if eligible (there are 4 levels and I will discuss these at the end)
  • The reason and evidence supporting the decision
  • A copy of your support plan development during your assessment (what assistance you require moving forwards).

Step 4 – Service providers

Once your support plan is developed, My Aged Care will provide you with a unique client identification number (called My Aged Care number) and a referral code. 

You can then search for service providers on the Find a Provider tool on My Aged Care’s website or contact My Aged Care for assistance in finding providers. 

Once you receive the Home Care Package (in the form of a letter from My Aged Care) you must find a service provider to hold the package for you.

Please note, there is a lot of demand for Home Care Packages (HCP), so although you might be approved for a package, there may be a wait before one can be assigned to you. 

Packages are allocated fairly through the national priority system, based on date of approval and priority of care. 

You are placed in the system from the date stated on your approval.  This waiting period can be distressing, so start the application before your needs become critical.  You can move up to a higher level of care as your needs change. Do not leave it till it is too late.

The Australian government subsidises the cost of home support services.  What you need to pay depends on your services and in some cases, your financial situation.

If you are able to manage but need support with a few tasks, you could be eligible for subsidised support services through the Commonwealth Home Support Programme (CHSP). 

This program aims to help those who need a low level of support to keep living independently.  This is the entry level of care and is an ongoing or short-term support service that can assist you as you transition into a Home Care Package and funding becomes available.

Step 5 – Contacting service providers

Using your My Aged Care number and referral code, contact the service provider you are interested in to discuss your needs, goals, and availability of services.  They will assess whether they can meet your needs and availability. 

Home Care Packages are for those with greater or more complex care needs. 

Here are some important questions to ask when choosing your Home Care Package:

  1. How are their home care services different from the others?
  2. What are their core values?
  3. How long have they been providing home care for?
  4. What are their care management and package management fees per month?
  5. What is their hourly service rate?
  6. How would your funds best be allocated?
  7. Will you receive monthly statements?
  8. Can they show you what your support plan will look like?
  9. Can you have the same caregiver every time?
  10. How hard would it be to change the caregiver if you are not happy with them?
  11. How do you check the quality of care given by your staff?
  12. What do you do if you have a complaint?
  13. If you need to be reassessed to receive more care will your care manager organise this?
  14. Do you have an exit fee if you choose to go with another provider?

Step 6 – Service agreement and implementation

Upon finding a suitable service provider, they will work with you and My Aged Care to develop a service agreement that outlines the agreed-upon services, costs, scheduling, and other details.  Once the agreement is signed, the services will be implemented as per the agreed plan.

The basic daily fee is based on your Home Care Package level:

  • Level 1    $10.88
  • Level 2    $11.50
  • Level 3    $11.83
  • Level 4    $12.14

(The current fees are as at 20 March 2023)

The Charter of Aged Care Rights sets out your rights as a person receiving Home Care Package services.  Your provider must comply with the Charter and respect your rights.

Step 7 – Ongoing review and monitoring

My Aged Care will conduct regular reviews of your care plan to ensure your needs are being met.  If necessary, they will make adjustments to your support plan or provide access to additional services that may be required.

Remember, throughout the process, it’s important to ask questions, seek clarification, and stay informed about your rights and choices regarding aged care services.

Frequently asked questions

HCP – levels, funding and approximate waiting times

  • Level 1 – Basic care needs – $9,179.75 a year – 3-6 months waiting time
  • Level 2 – Low level care needs – $16,147.60 a year – 9-12 months waiting time
  • Level 3 – Intermediate care needs – $35,138.55 – 9-12 months waiting time
  • Level 4 – High level care needs – $53,268.10 – 9-12 months waiting time

(Figures are current as from 1 July 2022)

The individual amount that will be paid will depend on whether you need to pay an income tested care fee.  

Home Care Packages and the current government subsidy for each package visit myagedcare.gov.au/home-care-package-costs-and-fees#government-contribution.

What can Home Care Package funds be used for?

Your funds should be used to purchase care and services that meet your aged-related functional decline:

  • Personal services – assistance with bathing, showering, toileting, dressing and undressing, mobility and communication
  • Nutrition, hydration, meal preparation and diet assistance as well as with using eating utensils and assistance with feeding
  • Continence management assistance using continence aids ie. disposable pads, commodes, bedpans and urinals, catheter and urinary drainage appliances and enemas
  • Mobility and dexterity – crutches, walking frames, walkers and sticks, mechanical devices for lifting, bed rails, slide sheets, sheepskins, tri-pillows, pressure relieving mattresses and assistance using these aids
  • Nursing, allied health and therapy services – physiotherapy, occupational, speech therapy, podiatry, vision and hearing services
  • Transport and personal assistance with shopping, health practitioner visits and attending social activities
  • Management of skin integrity – bandagin, dressings and skin emolients
  • Telehealth for timely and appropriate care – video conferencing and remote monitoring
  • Assistive technology to assist with mobility, communication and personal safety
  • Aids and equipment that assists a person to perform daily living tasks can be purchased using funds from your package budget

What can my Home Care Package funds NOT be used for?

  • Day to day bills
  • Food
  • Rent
  • Mortgage payments
  • Other types of care funded, or jointly funded, by the Australian Government
  • Travel and accommodation
  • Entertainment activities
  • White goods ie. fridges and TVs

What supplements are available if I have extra needs?

You may be able to receive a supplement to help meet your additional care needs if you meet the eligibility criteria for a particular supplement (which in some cases involves an assessment):

  • Dementia and cognitive supplement
  • Oxygen supplement
  • Enteral feeding supplement
  • Viability supplement
  • Hardship supplement 

We hope this guide has helped you better understand the My Aged Care process. For any further help visit myagedcare.gov.au or call 1800 200 422 (free call)

Article written by Karleen Scott, TPC physiotherapist

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DIRECT DEBIT REQUEST SERVICE AGREEMENT
COMPANY NAME: THE PHYSIO CO AUSTRALIA PTY LTD
ADDRESS: 25 DORCAS STREET, SOUTH MELBOURNE, VIC, 3205
CONTACT DETAILS: 1300 797 793

This is Your Direct Debit Service Agreement with THE PHYSIO CO AUSTRALIA PTY LTD (ABN: 54120918854). It explains what Your obligations are when undertaking a Direct Debit arrangement with us It also details what our obligations are to You as Your Direct Debit provider. Please keep this agreement for future reference. It forms part of the terms and conditions of Your Direct Debit Request (DDR) and should be read in conjunction With Your DDR authorisation.

Definitions

account means the account held at Your financial institution from which we are authorised to arrange for funds to be debited
agreement means this ment Agreement between You and us.
banking day means a day other than a Saturday or a Sunday or a public holiday listed throughout Australia.
debit day means the day that payment by You to us is due.
debit payment means a particular transaction where a debit is made.
direct debit request means the Direct Debit Request between us and You,
us or we means THE PHYSIO C0 AUSTRALIA PTY LTD, (the Debit User) You have authorised by requesting a Direct Debit Request.
You means the customer who has signed or authorised by other means the Direct Debit Request
Your financial institution means the financial institution nominated by You on the DDR at which the account is maintained

  1. Debiting Your account
    1. By signing a Direct Debit Request or by providing us with a valid instruction, You have authorised us to arrange for funds to be debited from Your account, You should refer to the Direct Debit Request and this agreement for the terms of the arrangement between us and You.
    2. We will only arrange for funds to be debited from Your account as authorised in the Direct Debit Request.
      Or
      We will only arrange for funds to be debited from Your account if we have sent to the address nominated by You in the Direct Debit Request, a billing advice which specifies the amount payable by You to us and when it is due,
    3. If the debit day falls on a day that is not a banking day, we may direct Your financial institution to debit Your account on the followrng banking day. If You are unsure about which day Your account has or will be debited You should ask Your financial institution.
  2. Amendments by us
    1. We may vary any details of this agreement or a Direct Debit Request at any time by giving You at least fourteen (14) days written notice
  3. Amendments by You
    You may change* , stop or defer a debit payment, or terminate this agreement by providing us with at least 30 days notification by writing to-
    THE PHYSIO CO AUSTRALIA PTY LTD
    25 DORCAS STREET, SOUTH MELBOURNE, VIC, 3205
    Or
    by telephoning us on 1300 797 793 during business hours;
    Or
    arranging it through Your own financial institution, which is required to act promptly on Your instructions.
    *Note: in relation to the above reference to ‘change’, Your financial institution may ‘change’ Your debit payment only to the extent of advising us THE PHYSIO CO AUSTRALIA PTY LTD of Your new account details.
  4. Your obligations
    1. It is Your responsibility to ensure that there are sufficient clear funds available in Your account to allow a debit payment to be made in accordance with the Direct Debit Request.
    2. If there are insufficient clear funds in Your account to meet a debit payment:
      • You may be charged a fee and/or interest by Your financial institution;
      • You may also incur fees or charges imposed or incurred by us, and
      • You must arrange for the debit payment to be made by another method or arrange for sufficient clear funds to be in Your account by an agreed time so that we can process the debit payment.
    3. You should check Your account statement to verify that the amounts debited from Your account are correct
  5. Dispute
    1. If You believe that there has been an error in debiting Your account, You should notify us directly on 1300 797 793 and confirm that notice in writing with us as soon as possible so that we can resolve Your query more quickly, Alternatively You can take it up directly With Your financial institution.
    2. If we conclude as a result of our investigations that Your account has been incorrectly debited we Will respond to Your query by arranging for Your financial institution to adjust Your account (including interest and charges) accordingly. We Will also notify You in writing of the amount by which Your account has been adjusted
    3. If we conclude as a result of our investigations that Your account has not been incorrectly debited we Will respond to Your query by providing You with reasons and any evidence for this finding in writing.
  6. Accounts
    You should check:
    • with Your financial institution whether direct debiting is available from Your account as direct debiting is not available on all accounts offered by financial institutions.
    • Your account details which You have provided to us are correct by checking the against a recent account statement,- and
    • with Your financial institution before completing the Direct Debit Request if You have any queries about how to complete the Direct Debit Request.
  7. Confidentiality
    1. We will keep any information (including Your account details) in Your Direct Debit Request confidential. We will make reasonable efforts to keep any such information that we have about You secure and to ensure that any of our employees or agents who have access to information about You do not make any unauthorised use, modification, reproduction or disclosure of that information.
    2. We will only disclose information that we have about You:
      • to the extent specifically required by law; or
      • for the purposes of this agreement (including disclosing information in connection with any query or claim).
  8. Notice
    1. If You Wish to notify us in writing about anything relating to this agreement, You should write to
      THE PHYSIO CO AUSTRALIA PTY LTD
      25 DORCAS STREET, SOUTH MELBOURNE, VIC, 3205
    2. We Will notify You by sending a notice in the ordinary post to the address You have given us in the Direct Debit Request.
    3. Any notice will be deemed to have been received on the third banking day after posting.

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