Supporting Client Discussions

As you are aware, from the 27 February 2017 the Consumer Choice Bill changes come into effect. This article aims to assist you in answering any questions your clients may have.

What is changing?

• Funding for a home care package will follow the consumer, replacing the current system where home care ‘places’ are allocated to individual approved providers in particular locations.
• Consumers will have more choice and control over their package, including the ability to change providers if they wish.

• A new national prioritisation process and national package queue will be established. This will assign packages to consumers based on their individual needs and how long they have been waiting for services, regardless of where they live.

What do the changes mean for clients?

I am currently receiving home care at my approved level

• If a client is happy with the services they are receiving, they don’t need to do anything.
• If a client is unhappy with the care they are receiving they should discuss their needs with their current provider to see if the services can be adjusted to better meet their needs.

• If a client would like to change providers, it is your responsibility to support them with the process.

I am currently receiving home care but not at my approved level

• If a client is receiving care at a lower level than originally assessed by ACAT, their services will continue, however they will automatically be placed in the national queue for a package at a specific level i.e. level 1, 2, 3 or 4. Individuals originally approved for level 1-2, will be approved for level 2, while those originally approved for level 3-4, will be approved for level 4.

• If a client does not want to be placed in the national queue for a higher level package, they are required to contact My Aged Care on 1800 200 422.

• The client’s basic daily fee and income tested fee will not change when they receive the higher level home care package. A Home Care Fee Estimator tool is available on the My Aged Care website.

I have an approval for home care but I am not currently receiving any subsidised home care package services

• The client will need to contact My Aged Care on 1800 200 422 if they would still like to be considered for a home care package so that they can be placed on the national queue.
• When a package becomes available, the individual will receive a letter from My Aged Care advising them of their assigned package level.

• They then have 56-days from the date of their package being assigned to enter into a Home Care Agreement with their chosen provider before it is withdrawn. If they need more time they will need to contact My Aged Care to get an extension of 28 days.

I have an approval for home care but I am receiving Commonwealth Home Support Programme (CHSP) services as an interim measure

• The client will need to contact My Aged Care on 1800 200 422 if they would still like to be considered for a home care package so that they can be placed on the national queue.
• When a package becomes available, the individual will receive a letter from My Aged Care advising them of their assigned package level.

• They then have 56-days from the date of their package being assigned to enter into a Home Care Agreement with their chosen provider before it is withdrawn. If they need more time they will need to contact My Aged Care to get an extension of 28 days.

• The individual will need to inform their current CHSP provider that they are now receiving home care services.

Access the official Supporting Client Discussions factsheet.