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

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 15 – 20 minutes to complete. Please note, you will need your Medicare card handy as you go through this part.

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)
• 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    $11.72
• Level 2    $12.40
• Level 3    $12.75
• Level 4    $13.08

(The current fees are as at 20 September 2024)

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 – $10, 687.20/year – 3-6 months waiting time
• Level 2 – Low level care needs – $18, 793.85/year – 6-9 months waiting time
• Level 3 – Intermediate care needs – $40, 905.55/year – 9-12 months waiting time
• Level 4 – High level care needs – $62,013.50/year – 12-15 months waiting time

(Figures are current as from 31 December 2024)

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 age-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 i.e. 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 – bandaging, dressings and skin emollients
• 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 i.e. 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

Reviewed & updated by Madeline Low, TPC physiotherapist (January, 2025)