Managing services

Throughout your aged care journey, there may come a time where you need to make changes to the services you are receiving.

This may be because you’re going on a holiday or need to go into hospital and don’t need any services to be delivered while you’re away. Perhaps your needs have changed and your current supports no longer suit you. Or maybe you would like to change providers, either because you’re moving to a different area or because you’re not entirely happy with your current provider.

The process of making changes to your current services depends on the type of support you are receiving. However the first step should be to talk with your current provider.

Service providers have an ongoing responsibility to make sure you receive quality care and to respect your rights and preferences. They should monitor the services they provide under your care plan to ensure your needs and goals are being met. If there are significant changes in your care needs they can help you through the process of reviewing your supports.

Reviewing your needs and supports may mean that you need to have another aged care assessment. For example if you were originally assessed as having low level care needs but your mobility has decreased over time and you would like to access higher level supports.

You can request a reassessment by your local ACAT to determine if you’re eligible for higher level care. You must be reassessed to move on from CHSP supports and between different levels of Home Care Packages.

Depending on the services you’re already receiving you may need to consider other options such as:

Reviewing your care plan to identify alternative support options and priorities, for example replacing informal supports with formal supports or consider additional support services such as support on weekends

Purchasing additional private services

Utilising residential care, either as short-term respite to complement your package or as a long-term option

If your current provider cannot offer the services or changes you want you can switch to a different provider that can meet your needs.

When choosing a new provider:

Take the time to research a new provider to make sure they can meet your needs

Contact My Aged Care to get a new referral code to give to your new provider and agree on a date to switch your services

Notify your current provider, in writing, to let them know you will be terminating your services with them and from what date

Be mindful that your current provider may charge an exit fee to cover any administrative costs. Exit fees may vary between providers and the amount should be clearly indicated in your care agreement.

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