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Home Care and Consumer Directed Care - How to Access It

| Government

What is in-home care and consumer-directed care (CDC) all about?

The number of Australians aged 65 and over is expected to increase rapidly, from around 2.5 million in 2002 to 6.2 million in 2042. An ageing population, shorter hospital stays and a preference for ageing at home are fuelling the demand for in-home care services. 

On 27th February this year, the Australian Government launched major age care reforms moving services towards greater consumer choice and higher levels of service. The government's service principles are based on the concept of Consumer Directed Care (CDCs). This is putting clients in the driver's seat in making choices about the types of care and services that they wish to access as they age.The Government Home Care Packages are now provided on a Consumer Directed Care Basis that can be "directed" by clients to companies like Right at Home who deliver care in the home. Control of government CDC funding will flow directly to consumers and they will have absolute choice as to who delivers their care. This same open funding philosophy already applies to the NDIS.

"In-home care" or "home care" is the provision of carers to provide in-home supportive care for older people and adults living with a disability to help them continue living independently. 'Home' in this case could be the family home, an independent living retirement community, an assisted living community or a nursing home.

Home care can also be provided to people recovering from accidents, illness or major surgery such as knee and hip replacements. This care is to help them transition from a hospital setting back to their homes. It is proven that people recover far more quickly at home than they do in a hospital environment and in-home care facilitates this.

Why now?

There are a number of financial reasons why staying at home is preferable and in-home care is an affordable option.

Selling up and moving to an aged care facility is no longer as affordable an option as it used to be. Aged care facilities are going to be stretched due to a high demand and a dwindling supply of resources. In-home care provides a safe and viable alternative for the future.

Who pays for these Services?

In home care can be funded by Government, by the person and their family, or a combination of both. Many families face the difficult decision between selling or downsizing the family home to move into a retirement or aged care community, or staying at home and using home care services. The financial consequences of this decision are significant and need careful thought and advice. Right at Home Australia is an approved provider of Government Home Care packages with offices around Australia that can deliver care on government packages. It is also a well-established provider of privately funded care.

Is the service provided by all in-home providers the same?

Not all in-home care services are the same. The services that some of the providers deliver are limited to either specialised nursing care or simply companion care.Not all providers provide the continuum of care that Right at Home Australia provides which can be divided into several categories:

a) Companion Care

b) Personal Care and Assistance with Daily Living

c) Skilled (Nursing Care)

d) Post-Operative (after hospital) or Transitional Care.

e) Respite Care

f) Live in or 24 Hour Care

Right at Home's carers, including Registered Nurses, Enrolled Nurses and Personal Carers are employees of the company and they are trained, screened and insured professionals who are oriented and tested before they begin providing services ensuring a high standard of quality care.

How is Right at Home different to other providers?

Right at Home is one of the few home care companies that is an approved Home Care Package provider and can offer services from level 1 through to level 4 which offer skilled nursing services. This gives the community access to IV Therapy, wound dressings and palliative care at home as well as less complex companion and personal care all through one provider, making it simpler and more convenient for the client and their family.

Right at Home is unique in its client centred approach matching carers to clients and ensuring continuity of the matched carer for clients. Right At Home is also flexible in its delivery of care with carers delivering their service around times convenient for the client.

Right at Home is an organisation dedicated to improving the quality of life for those they serve supported by an outcomes driven, measurable, care planning process which includes all aspects of a client's wellbeing, including the vital socialisation aspects that support good mental health. Right at Home focuses on the individual, to improve the quality of their recovery and or their life and provides support and peace of mind for their family

How do I change to a provider I prefer?

The good news for consumers is that you no longer have to put up with poor service. If your provider is not meeting your needs, you can change. You and your family are now in the driver's seat.

The beauty of the changes in home care delivery is that the government have made it easy for you to change providers.


Establish what the reasons are for being unhappy. These are usually, poor communication (there is no one to talk to on the phone), excessive admin fees (sometimes as high as 50% of the package amount), swapping carers all the time, late arrival at services, no services at night or weekends, cannot provide all the services needed, poor quality of work in the home, untrained carers, uninsured carers, theft, injury, or the carers are unable to speak English.


If you want to change providers contact the government on My Aged Care on 1800 200 422 to ask for your unique referral code to be reactivated. You can tell My Aged Care the name of the new care company you have chosen to deliver your services.


Your new provider will introduce you to their Home Care Agreement. You sign the Home Care Agreement with the commencement date noted. The new provider will help you work out what fees you may have to pay towards your care (some people will be income tested to make a contribution towards their care). If you are on a 100% aged pension you will not income tested.


You give your referral code to the new home care company so they can accept the services on the Myagedcare provider portal.


You must notify your existing provider by phone that you are changing care providers and that you want a cessation date. The cessation date should not be longer than 14 days from the date of the call.


Your new care provider will draft the care plan and agree this with you and their family.


Services begin on the day after the cessation date.

The way these changes have been implemented is that the existing providers cannot prevent you from exercising your choice. They must comply with your wishes.

If you want advice on the new home care changes, or you or your family need someone to help you step through the process, call us at Right at Home on 1300 363 802. We offer the full continuum of care, from companionship, personal care to skilled nursing services, we offer 24hr on-call support to all our clients, all our care is under direct nurse supervision, all our carers are trained, screened, insured and matched to you or your loved one. That's right – you get to choose your carer!

Right at Home does not charge admin or case management fees and we do not charge exit fees. Every government dollar is attributed to your care and wellbeing. Call us today - we can help.

Founded in 1995, Right at Home offers in-home companionship and personal care and assistance to seniors and disabled adults who want to continue to live independently and age in their home.Right at Home Australia is your local expert for issues related to caring for your loved one and is dedicated to keeping you informed about home care. Right at Home is a My Aged Care government approved home care providerfor levels 1 – 4 and offers flexible in-home services such as nursing, post- operative care, respite care, assistance with daily living such as grooming, hygiene, transport, shopping, meal prep, domestic services and social support, so your loved one can enjoying a vibrant life. Our nurses and caregivers are screened, highly trained and insured prior to entering your home so you can trust us with the caregiving while you focus on your loved one. With offices in Brisbane, Sunshine Coast, Wagga Wagga (servicing Southern NSW including Albury, Griffith and other parts ofRiverina), Padstow (servicing Padstow, St George and South West Sydney), Toowoomba (servicing Toowoomba and Darling Downs), Right at Home Australia's care team is made up of supervisors and carers who are incredibly skilled, compassionate and devoted to improving the lives of their clients and their clients' families. With no admin or subscription fees Right at Home allows you to get more care from your package or budget
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