Considering Changing Your Home Care Provider?
You have the right to switch.
If you're feeling unsatisfied with your current home care provider, you're not alone. The good news is you have the right to choose who delivers your care, and changing providers is easier than you think. Whether you're looking for more responsive support, better value, or a provider that better aligns with your values, it's a straightforward process to switch your Support at Home (SaH) or Home Care Package (HCP) provider. At Right at Home, we support older Australians and their families through every step of the aged care journey, including a seamless transition from one provider to another.
Care Provider Report Card
Assess your current provider’s performance with our handy checklist. Use this "report card" to objectively evaluate key areas of service delivery and help determine if a change is needed. Right at Home requests client feedback every six months and our current satisfaction scores are 92% Excellent and 8% Good.
Right at Home implements a comprehensive Client Quality Care Journey to ensure high standards of service. The care management team conducts a supervisory visit every three months to verify that care aligns with the agreed plan and to make any necessary adjustments for changing health or circumstances. Every fourth visit (annually), the care plan undergoes a full, formal review to meet regulatory requirements. Additionally, our care teams conduct monthly check-in calls with every client. This continuous supervision ensures the highest quality of care.
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Quality of care provided -
Consistency and continuity of care staff
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Communication with family
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Reliability and punctuality of staff
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Responsiveness to feedback, questions, or concerns
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Regular face-to-face supervisory visists with the care manager
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Ability to meet current, changing, and future needs
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Personalised care plans
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Overall satisfaction
How to Change Home Care Providers
Changing providers is a straightforward process that typically takes around two weeks. To ensure a smooth transition with no gaps in your care, we've broken down six key steps.
Review Your Current Agreement
Look over your current Home Care Agreement for information on notice periods. Note that providers can no longer charge an exit amount when a participant leaves their care.
Find a New Provider That Meets Your Needs
Before ending your current service, research the market and compare your options. You can use the government's Find a Provider tool or contact us for guidance. When comparing providers, consider the quality of care, range of services, and transparency in pricing.
Notify Your Current Provider in Writing
Once you have a new provider lined up, formally notify your current provider that you will be leaving and agree on an exit date for their services. Most companies require approximately 14 days' notice.
Activate Your Referral Code with My Aged Care
Your referral code (or unique client code) is what allows a new provider to manage your package. You can find this code in your My Aged Care online account. You or your new provider will need to contact My Aged Care on 1800 200 422 to update your details and ensure funding is reallocated to your new provider.
Sign a New Home Care Agreement
Your new provider will work with you to create a new care plan and sign a new Home Care Agreement. The start date with your new provider must be on or after the end date with your old provider to avoid any disruption to services.
Transfer Unspent Funds
Any unspent government-held funds from your package will be immediately available to your new provider. Your previous provider must also transfer any remaining participant portion of unspent funds to your new provider within 60 days of your exit date.
Ready to switch providers? Download our free How to Change Provider Guide today!
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Right at Home, Level 1, 12 Cribb Street, Milton, Brisbane QLD, Australia 4064
