your condition changes so that: you no longer need home care your needs, as assessed by ACAT, can be more appropriately met by other types of services or care When a home care provider seeks to cease an Agreement, you must be provided with reasonable written notice and assistance to make other suitable arrangements. If a transfer to another type of care is necessary, the home care provider should work with you and the other provider to ensure a smooth transition. You can get more information from your home care provider or My Aged Care on 1800 200 422. What happens to any funds you haven’t spent if you leave your home care provider? The management of unspent funds will depend on the situation. If you move to a higher level package with your current home care provider, any unspent funds should be available for you to use in your new package. If you move to another home care provider (or enter into residential care), any unspent funds will be kept by your former home care provider. Any fees you have paid one month in advance must be returned to you when you leave the package. Can the package funds be paid directly to you? No, the legislative basis for the Australian Government funding means that these funds must be paid to a home care provider and not directly to you. Your home care provider will administer them on your behalf. You are able to track how your Home Care Package is being spent through your monthly statement. You cannot receive your Government subsidy (and supplements, if they apply) in a lump sum. How do I make a complaint? If you or your representative are unhappy with a service, it is important that you talk with your home care provider first. It may be something that can be resolved easily and your provider is in the best position to address your concerns. Should you have a complaint, your provider will tell you about their internal complaints handling process and how to make a complaint. You have the right to make a complaint without it affecting your care and services. Sometimes, complaints cannot be resolved by the service provider, or you might not feel comfortable raising your concern with them. In these situations, you have the right to an advocate to help resolve the matter.
your condition changes so that: you no longer need home care your needs, as assessed by ACAT, can be more appropriately met by other types of services or care When a home care provider seeks to cease an Agreement, you must be provided with reasonable written notice and assistance to make other suitable arrangements. If a transfer to another type of care is necessary, the home care provider should work with you and the other provider to ensure a smooth transition. You can get more information from your home care provider or My Aged Care on 1800 200 422. What happens to any funds you haven’t spent if you leave your home care provider? The management of unspent funds will depend on the situation. If you move to a higher level package with your current home care provider, any unspent funds should be available for you to use in your new package. If you move to another home care provider (or enter into residential care), any unspent funds will be kept by your former home care provider. Any fees you have paid one month in advance must be returned to you when you leave the package. Can the package funds be paid directly to you? No, the legislative basis for the Australian Government funding means that these funds must be paid to a home care provider and not directly to you. Your home care provider will administer them on your behalf. You are able to track how your Home Care Package is being spent through your monthly statement. You cannot receive your Government subsidy (and supplements, if they apply) in a lump sum. How do I make a complaint? If you or your representative are unhappy with a service, it is important that you talk with your home care provider first. It may be something that can be resolved easily and your provider is in the best position to address your concerns. Should you have a complaint, your provider will tell you about their internal complaints handling process and how to make a complaint. You have the right to make a complaint without it affecting your care and services. Sometimes, complaints cannot be resolved by the service provider, or you might not feel comfortable raising your concern with them. In these situations, you have the right to an advocate to help resolve the matter.
5-steps.docx