Is It Time to Switch Home Care Providers?
Here’s How Easy It Can Be.
Home Care should enable you to continue living comfortably at home while still enjoying the life you love. However, if you or a loved one aren’t getting the care, the consistency or the responsiveness you deserve, you have every right to find a provider who delivers.
Making a change in home care can feel daunting but it shouldn’t have to be. And the good news? Switching is simpler than most people realise.
Why People Choose to Switch Home Care Providers
If any of the following sounds familiar, you’re not alone and you have options.
- Poor communication. You shouldn’t have to chase your provider for responses. When calls go unanswered and messages disappear into a void, it erodes trust and leaves families feeling unsupported.
- Lack of local, personal support. Many larger providers operate call centres that aren’t available when you need them or can’t connect you with someone who knows your situation. You deserve a local, reliable provider who picks up the phone and knows your name.
- Inconsistent carers. Continuity matters deeply in home care. Frequent changes in support workers make it hard to build the rapport and routine that good care depends on.
- Not getting the services you need. Whether it’s the hours you need, the specific support you’ve asked for like help walking the dog, or assistance at a particular time of day your care plan should work for your life, not around someone else’s schedule.
What You Should Know Before You Switch Home Care Provider
Here’s something important: you have the right to choose and change your home care provider at any time. This is your care, and it should reflect your needs, your preferences, and your life.
Equally important — there are no exit fees. Providers are not permitted to charge you for leaving, and you cannot be charged for starting services with a new provider. You should never feel locked in to a care arrangement that isn’t working for you.
Here’s something important: you are entitled to seamless, uninterrupted care throughout the transition. There is no gap in coverage, no overlap charge, and no penalty for changing providers. My Aged Care reflects the exact cessation date agreed between you, your current provider, and your new one meaning your care continues without interruption.
You are always in control of the timeline.
How to Switch Home Care Provider: A Simple Step-by-Step Guide
If you are eligible for the Support at Home program it is important to understand what contribution you may have to pay. You should also know how much the government will contribute and how your budget works.
Once you’ve been assessed and approved to receive Support at Home, you will be assigned a Support at Home classification and budget. This government funding will help meet your assessed care needs.
Each Support at Home provider charges a different amount for their services and care management. How much they charge depends on the prices they have set, the services you need, and when you need the services. These charges come out of your quarterly budget.
How much you contribute towards the cost of your services will vary based on services you receive and your financial situation:
- There is no contribution required for clinical supports like nursing or allied health. These services are fully funded by the government for everyone under Support at Home – you don’t pay anything out of pocket for these.
- For Independence supports – such as personal care, mobility support, home modifications – contribution ranges from 5% for full pensioners to 50% for self-funded retirees/ non-pensioners.
- For Everyday Living supports – such as domestic assistance, meal preparation, gardening, transport – contribution ranges from 17.5% for full pensioners to 80% for self-funded retirees/ non-pensioners.
| Step 1 — Research providers that meet your needs | Start by identifying providers in your area. You can ask friends, family, or your GP for recommendations, or visit My Aged Care (myagedcare.gov.au) which includes a comparison tool that lets you review and compare providers side by side including services offered and pricing. |
| Step 2 — Contact My Aged Care to initiate the transfer | Once you’ve chosen a new provider, contact My Aged Care to retrieve your referral code. Your new provider will need the code to begin delivering services. This is a straightforward process and your new provider can guide you through it. You may also wish to request quotes from a few providers at this stage to compare your current arrangement with what else is available. |
| Step 3 — Give notice to your current provider | Notify your existing provider of your intention to cease services. A notice period of 14 to 30 days is standard, though this varies. Agree on a clear cessation date. This is the date your new provider will take over ensuring there is no break in your care. |
| Step 4 — Sign a new service agreement | Your new provider will prepare a service agreement. From initial contact to care commencing, the transition typically takes two to four weeks depending on your circumstances. |
That’s it. Four steps and you’re with a provider who truly fits your needs.
We’ll Handle It With You
Here for you – every step of the way
Switching providers is something we help people do regularly, and we make it as smooth as possible. From your very first call, we’ll explain exactly what’s involved, help you understand your options, liaise with My Aged Care on your behalf where we can, and work with you to agree a start date that ensures you’re never without support.
You don’t have to navigate this alone. Speak to us today and let’s have a conversation about what better care looks like for you.
Find out more about Adventist Retirement Plus’s Home Care services:
For personalised advice, contact our Home Care team today by calling 07 3051 0628 or enquire here.
