How to Change Home Care Package Providers

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Introduction

For many elderly Australians, a Home Care Package (HCP) is the key to ageing safely at home.

Home Care Packages have been consumer-directed since 2017, allowing you to select the services and providers that work best for you. Home Care Package subsidies enable you to access support services without moving to a residential care facility. You can continue living at home, following your own schedule and enjoying full independence as you age with help from your chosen service provider.

But sometimes circumstances can evolve, leading you to ask: How do I change Home Care Package providers? We’re here to help.

Do I need a reason to change Home Care Package providers?

No, you do not need a reason. All the in-home care services you receive through My Aged Care follow a consumer-directed care model. That means you always have control over the care you receive and who provides it.

Since you have the right to choose your provider, you don’t need to give a reason or explanation for why you want to switch providers. You can ransfer your care at any time, for any reason. Freedom to choose your provider and change without an explanation is one of the core benefits of consumer-directed care.

Is changing Home Care Package providers the right decision for me?

Although you always have the right to change Home Care Package providers, the transition requires research and planning. Before you begin the process, it’s a good idea to think through your needs, goals and personal care plan to determine whether changing Home Care Package providers is the best option for you. Common reasons to switch providers include:

Geographic relocation: If you are moving to an area where your current provider does not offer services, switching providers becomes necessary. Choosing a national provider with a footprint throughout Australia (such as The CareSide) can be advantageous if you anticipate future moves.
Changing care needs: If your health condition changes due to illness, hospitalisation, or other factors, you may require different or additional services. Whether these needs are temporary or ongoing, finding a home care provider that can meet your specific requirements is crucial.
Unsatisfactory care: Another reason to transfer providers is if you’re unsatisfied with your care. In some cases, your existing provider might be able to work with you to address your concerns.

For instance, if you believe your current provider’s costs and fees are unreasonable, you might be able to negotiate those prices. Likewise, if you feel that your caregiver lacks adequate training for your needs, you might be able to request a different support worker who is a better fit. However, if your current provider cannot address your concerns, transferring care might be your best option.

Questions about changing service providers? We can help.
Chat with our team today.

Are there any limitations?

Although you have the right to make changes at any time, your existing provider can impose some limitations on your transfer of care. For example, they might require a notice period, meaning you have to give them advance written notice of your intention to switch to a new Home Care Package provider. The notice period is usually 14 days, but it could be as long as four weeks.

Your current provider might also charge an exit fee, which is a flat charge covering administrative costs associated with terminating your contract. However, this fee can only be deducted from your unspent Home Care Package funds. They can’t require you to pay an additional exit fee out-of-pocket. Whether to charge an exit fee is at the discretion of the provider—The CareSide, for example, never charges exit fees.

Such requirements, such as notice periods and exit amounts, must be clearly outlined in your Home Care Agreement. If your current provider did not include those stipulations in the agreement you signed when you began receiving care, then they are not permitted to charge additional hidden fees when you transfer to another provider.

What is the process for changing Home Care Package providers?

Step 1: Search for a new provider

It’s best to complete this step first to avoid any gap in care between the time your care between the end of your current provider’s services and the start of your new home care agreement.

To find a new home care provider, use the “Find a Provider” tool on My Aged Care. Look for providers that offer the services in your local area. Compile a shortlist of 3-5 providers that are a good fit for your needs.

Step 2: Contact top candidates

Next, call every company on your list (or meet in person) and talk with them about your needs.

Ask each home care provider questions about their costs, administrative and management fees, the quality and training of their caregivers, and their process for handling concerns. If you have specific requirements, such as caregivers of a certain gender or cultural background, also discuss these with your potential providers.

After you’ve spoken with all the providers on your list, decide which one is the right fit for your unique needs.

Step 3: Reactivate your referral code

Once you’ve chosen a new provider, the next step is to reactivate your referral code. You can find this code in your My Aged Care portal. Call My Aged Care (1800 200 422) and let them know you’re switching providers and need to use your referral code.

Then, call your new provider, give them your referral code, and agree on a start date to begin care. Make sure this date is far enough in the future to give sufficient notice to your current provider as required by your current Care Agreement.

Step 4: Inform your current provider of the change

Finally, inform your current provider in writing that you’re making the change. Make sure you give the minimum amount of notice that’s required by your Care Agreement. Send a letter or email stating that you are transferring your care, including the cessation day—the official end date of your care. Ideally, the cessation day should be the same as the start date of your care with the new provider.

What is cessation day, and how do I avoid a gap in care?

To avoid a gap in care when you switch providers, it’s important to understand what cessation day means. Your cessation day (i.e. end date) is the day your care with your old provider officially ends. You will not receive care from your old provider on that day.

Your start date is the day when your new care begins, and it must either be on or after cessation day—you aren’t allowed to have a period when your two care providers overlap. It’s essential to understand that if your start date with the new provider is later than your cessation day, there will be a period when you are not receiving care.

To avoid any gaps in care, schedule the start date of your new services to be the same date as your cessation day. Before you finalise dates or use your referral code, make sure you understand:

The terms of service with your previous provider, particularly the notice requirements
The start availability of your new provider

Once everything is clear, arrange for your current provider to end care on the same day that care with your new provider begins. This ensures a seamless transition without interruptions in your care.

Are you interested in transferring your care to another provider?
Our home care consultants can provide guidance.

What will happen to my unspent funds?

Your Home Care Package balance resets and your new package begins on 1 July every year. If you transfer providers on any other day, then you’ll most likely have funds remaining in your package budget for the current year.

If this is the case, your old provider is responsible for contacting My Aged Care and asking them to transfer your remaining funds. You don’t need to do anything to ensure this happens other than inform your old provider in writing of the date when you want to transfer care.

If your Home Care Agreement specifies an exit fee, your old provider will deduct this agreed fee from your remaining funds before transferring them. If the exit fee exceeds your unspent funds, they will only charge the money remaining amount in your package—they cannot request additional money from you for the exit fee.

Your new provider will use your referral code to access your unspent funds and future package disbursements paid to them. Although this transfer won’t happen immediately, you won’t need to pay anything while the funds are being transferred. Your reactivated referral code is all you need to begin paying for your new care.

However, unspent funds are another reason to avoid any gap in care. If you don’t sign a new Care Agreement with your new provider within 56 days of your cessation day with your old provider, you could lose your unspent funds. Additionally, a gap in care could result in losing your Home Care Package altogether, requiring you to schedule a new ACAT assessment.

How can I learn more about changing Home Care Package providers?

Changing Home Care Package providers is an important decision, but it doesn’t have to be complicated. If you find a service provider that’s a better fit for your needs and follow the steps outlined above, switching providers should be a straightforward process.

If you’re currently looking for a new home care provider, The CareSide delivers the best home care in Australia at the most affordable prices.

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