How to Find a Home Care Package Provider on My Aged Care
Introduction
Once you’re approved for a Home Care Package (HCP) or Commonwealth Home Support Services, the next step is to find the best home care provider for your specific needs. This process can take some time, so it’s a good idea to begin your search as early as possible.
Home care in Australia operates on a consumer-directed basis, allowing you to select any provider of your choice. With over 1,000 service providers in the home care marketplace, however, narrowing down your options can be a daunting task.
So, how do older Australians find the best aged care services for their needs?
The My Aged Care website is an essential tool for the job. Below we cover how to find a Home Care Package provider on My Aged Care.
Search Home Care Package Providers on My Aged Care
The first step in choosing the right care provider is to create a comprehensive list of providers in your area that offer the package and services you need. Your initial criteria can be broad: you need a provider that offers services in your local area and provides the services you’re approved for in your Home Care Package.
You can search for approved providers for Home Care Packages through the My Aged Care database. Every provider in this list is authorised to offer Home Care Package services and should be compliant with the Aged Care Quality Standards. The selection can be robust, so it helps to start your search by creating a shortlist.
To search the database, select your location, the type of care you need, and the home care services you need.
Be aware that searching with only these basic criteria in mind could result in an extremely long list of results. To create a more manageable list, you have to be more specific about what you want.
Fortunately, the My Aged Care provider search allows you to include more details about your priorities.
For example, you may want a provider that will understand and respect your cultural background, or specialises in care for your particular condition or situation. The database search offers options for specialisations, language, and faith preferences.
When you apply these optional filters, they won’t exclude any providers from your results list—you’ll still see every provider in your area that offers the type of care and services you need. However, the filters will change the order of the results in your list. The providers listed first are the ones that most closely match your preferences.
Make a Shortlist of the Best Home Care Providers on My Aged Care
Once you’ve decided what your top care priorities are, you can start compiling a list of providers to consider.
It’s a good idea to create a “shortlist” of 3-5 providers that can deliver all the services you need while being a good fit for your unique situation. Once you have your shortlist, you can interview each of the providers before making a final choice. It’s critical to compare aged care providers directly, as their services and practices may differ significantly.
Begin this process by clicking the “Compare” button to the right of a provider that interests you to add that provider to your comparison chart. You can compare up to three providers at a time. The chart allows you to easily view side-by-side comparisons of the providers’ quality, prices and specialisations.
Below is a step-by-step example of how you can use the My Aged Care provider search tool to create your shortlist.
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Step-By-Step Example of My Aged Care Search
Go to the My Aged Care “Find a Provider” search tool.
In this example, we will search for providers by location in Melbourne. We’ve specified our Care Type (Home Care Package), Services (Level 3), Specialised Care (Veterans), and Health Support (Dementia). You can select multiple options under each dropdown, and you can also specify other preferences such as language, faith and whether you’d like to self-manage your Home Care Package.
Click the blue “Search” button, scroll down and view the results. Providers at the top of the list closely match your selections. Decide which providers to add to your comparison chart, and click the “Compare” button to the right of each provider.
You can choose up to three providers to compare at a time. Once you’ve chosen some providers to compare from the list, click the blue “Compare” button at the top of the page to view the comparison chart.
In the comparison chart, the first sections show business details, hours of operation, and Home Care Package support offered by each provider. Scroll down further and you’ll find more information about each provider you’re comparing, including pricing, culture, basic daily fees, and resolved or ongoing compliance issues in the “Quality” section.
Note: All the providers in the My Aged Care database are required to meet the Aged Care Quality Standards, but they are not automatically removed in the case of non-compliance complaints. To learn more about compliance notices in the chart, click “Details” for additional context and to ensure past issues have been addressed.
You can switch back and forth between your results and the comparison chart. If you want to remove a provider from the chart, click the “X” next to their name, return to your results, and add a new provider in their place by clicking the “Compare” button.
Add and subtract providers until you have identified a few that meet your standards across all criteria in the comparison chart. Create your shortlist from the results and proceed to the next step in the process: contacting each candidate and asking them questions. More on that in just a moment.
Bonus Tip
If you’d like to learn more about a specific provider within the My Aged Care tool, simply click the provider’s name at the top of your comparison chart and you’ll be directed to their My Aged Care company page (example below).
Additional Ways To Make a Shortlist
The My Aged Care comparison chart is just one way to build a shortlist of home care options. It’s also helpful to seek advice from people you trust.
For instance, your primary doctor might suggest a specific provider. Additionally, friends, family members, or neighbours who use home care services can provide valuable insights based on their experiences, helping you add recommendations to your shortlist.
However, keep in mind that your needs may be different from others. A provider your doctor admired five years ago may have changed management since then. If a provider is recommended to you, find them in the My Aged Care database, review their quality compliance page, and make sure they are currently meeting care standards.
It’s also wise to use the comparison chart to compare prices. For instance, while your neighbour might be happy with his caregiver, he may not know he’s paying 10% more per hour than necessary—money that could otherwise be allocated to additional services or more hours of care.
Finally, make sure your shortlist is actually short. Include only providers that are likely to be a good fit for you. Keeping the list manageable ensures you can easily contact and interview all the candidates. Typically, a list of two or three providers is sufficient, while five is the maximum you should consider.
Interview the Best Home Care Providers
When you’ve narrowed down your list, it’s time to pick up the phone. Speaking with providers will give you more detailed information about their caregivers, processes and prices.
Consider what matters most to you.
Is your top priority is to spend wisely and make sure your government funding covers as many hours of care as possible? Ask detailed questions about their pricing. Make sure you uncover any hidden fees, such as exit fees, that may not be clearly listed.
Is scheduling and convenience your main concern? Ask for more information about caregiver scheduling and availability, and find a provider that guarantees caregivers will arrive at a specific time instead of within a broad window.
Make a list of questions you want to ask. Then, call each provider on your shortlist and pose the same questions to each one. If you have numerous questions, consider scheduling a time to talk with someone who can answer inquiries about their home care services. Don’t hesitate to take your time and continue asking questions until you feel satisfied.
Remember: the consumer-directed system means you have a choice about your provider. You deserve to make an informed decision.
Questions to Ask Home Care Providers
Asking important questions is the best way to learn about the in-home care providers on your shortlist and confidently choose one based on your care needs and package level. Here are some ideas to get you started:
Choose Your Aged Care Provider
After you’ve talked with all of the service providers on your shortlist, it’s time to make a decision. Review your notes and compare each provider’s responses. You may want to create a list of the things you like and dislike most about each provider. Or, after talking with all of the providers on your list, you might feel confident from the tone of the conversations that one of them is the best fit.
Keep in mind that you don’t need to put too much pressure on this decision—you can always switch home care providers if your needs change. The important thing is that you make an informed selection and recognise that you have control over getting the care you want and require.
Are you interested in transferring your care to another provider?
Our home care consultants can provide guidance.
Begin Care With Your New Home Care Package Provider
Once you’ve chosen your provider and agreed on a start date, log in to your My Gov account to get your aged care referral code. Your referral code is how you pay for care. Simply give your code to your chosen provider, and they’ll invoice for service through your Home Care Package funds.
Finding a home care provider can feel complicated, but it doesn’t have to be. Ultimately, this guide recommends steps you can take, but you don’t have to use this entire process. Even if you only spend a few minutes researching potential providers, the information you gain will help you make better decisions about your care.
If you’re having difficulty finding the right provider, don’t hesitate to seek assistance. The Older Persons Advocacy Network (OPAN) (1800 700 600) is a reliable resource for older Australians who don’t have friends or family members available to help. Through the OPAN website, you can request a free advocate who will help you identify your priorities, understand your options and navigate the system to find the best home care provider for you.
Consumer-directed care shouldn’t be overwhelming. The purpose of provider options isn’t to inundate you with choices but to ensure you receive quality care. Finding the right provider is an important step toward getting care that meets your specific needs, respects your rights, and empowers you to enjoy life as you age in the comfort and security of your home.
- By Eddie Carroll
- By Eddie Carroll
- By Eddie Carroll