How to read the directory

Choosing which home care provider to let into your home and trust with providing support is an important and personal decision – one that you want to think carefully about and shouldn’t rush.

You may want to start by writing down what you are looking for in a provider and what is important to you. Are low fees important to you or would you like a provider who can support your cultural needs? Do you want the same support worker to assist you each time and do you want to receive support on specific days or are more flexible with time?

It’s a good idea to discuss your wishes and options with your family and support network, as they may be able to help you research, provide independent opinions on providers or share personal experiences. It’s useful to create a shortlist of providers in your local area, which may help narrow down your search. You can find nearby providers: ◆ In this Home Care Guide, there is a directory listing providers included by State and Territory in the Resources section of the publication ◆ Online on AgedCareGuide.com. au/home-care

◆ On the Government’s My Aged

Care Service Finder located on myagedcare.gov.au ◆ By contacting My Aged Care on 1800 200 422 It’s important to be prepared before meeting or speaking with a potential provider. Take the time to make a list of what supports are important to you and how potential providers can deliver the services you need and can help you manage at home. When considering a potential provider take your time to do some research: ◆ Look at the provider’s website, social media pages and online reviews ◆ Check out their credentials such as quality certifications and industry awards ◆ Do they have any past or present sanctions or notices of non-compliance? You can ask them directly or check the

Government’s non-compliance finder tool at myagedcare.gov.au/ compliance-information/location When you call a potential provider for the first time pay attention to how they answer your call. Is staff friendly and happy to answer your questions or are they rushing you to get off the phone? Questions to ask potential providers could include: ◆ How long have they been operating? ◆ Will you have a dedicated care manager? ◆ Can you choose who is going to provide certain services? ◆ Where and when will they provide your support? ◆ What costs are associated with their services? – What are the hourly rates? – Do they charge exit fees? If so, how much? How much notice do you need to give? – Do they charge case management fees? – Will there be any out-of-pocket expenses, like travel fees?

◆ How often will your plan and the services you receive be reviewed? ◆ How are they different to other service providers? What is their point of difference? ◆ Are their staff qualified? Do they have police checks? ◆ Do they have an understanding of and experiences with supporting people from different cultures and backgrounds? ◆ What checks do they complete to ensure quality of service? ◆ Do they offer private as well as

Government funded services? ◆ If they have past or present sanctions, how did they deal/are dealing with them? ◆ What is the process for, and how do they handle, complaints? When meeting with a potential provider, take a copy of your Home Care Package approval letter and support plan and if possible the outcome of your income assessment as this will help with your discussions. Once you’ve decided on a provider, make sure you receive a written agreement outlining your services and associated cost before support services commence Read more about the Care Agreement on page 120.