Transferring your home care services to a new provider can feel daunting and risky—like rolling the dice, or even taking a ‘leap of faith.’
In some cases, however, it’s a necessary move.
There are more than 1,000 service providers in Australia, and the fact is, some won’t be a fit for your unique care needs.
Knowing how to find a suitable provider is important, but it’s rarely an exact science. Even with careful research and vetting, care recipients may eventually reach a point where they must decide if transferring their care is the right choice.
Considering a change is completely normal and perfectly acceptable. Home care in Australia is in a state of flux, and it’s more important than ever to remain proactive about your care options. Remember: in-home care services follow a consumer-directed model, meaning you’ll always have control over the care you receive and who provides it.
If your current provider is not meeting your needs, it is absolutely within your rights to transfer your aged care services. Let’s review some reasons why you might make a change.
Reasons for Changing Service Providers
You always have the right to change service providers, but the transition requires research and planning. Before you begin the process, consider your goals and personal care plan to ensure your best option is indeed to transfer care. No home care provider is perfect, and you don’t want to make an impulsive decision because of a minor mistake or misunderstanding. If you’re still unsure, ask yourself:
“Knowing what I know now, would I rehire my current provider?”
Your response to that question should provide some clarity on how to proceed.
If you opt to change home care service providers, your existing provider must support you through the transfer. They might refer you to the My Aged Care ‘Find a Provider’ tool or suggest you contact My Aged Care for guidance. For more information about the transfer process, our guide to changing providers offers step-by-step instructions regarding unspent funds, cessation day (i.e. end date), limitations, and questions to ask new providers.
Now, let’s review why you might want to change providers.
Relocation
This is a common reason for switching providers, especially since many older Australians move to be closer to their family members and loved ones.
If you are moving to an area where your current provider does not offer care services and your care is fully-managed, you likely will need to switch providers. Choosing a provider with a footprint across Australia can be advantageous if you anticipate future moves. The ‘Find a Provider’ tool on My Aged Care enables you to discover providers based on geographic location; you can start your search there and learn about the best home care service providers in your new region.
Evolving Care Needs
If your health condition changes due to illness, hospitalisation or other factors, you may require new services. Finding a home care provider that can meet your evolving requirements is essential.
Ask yourself this simple question:
“Can my current provider support my new care needs?”
If they can’t—and if their support offerings aren’t evolving with your needs—then it’s time to make a change.
Unsatisfactory Care
Inadequate or unacceptable care is another reason to consider changing providers. A variety of reasons can lead to dissatisfaction, such as:
- Poor communication
- Unreliable and inconsistent service
- Inadequate staff training
- Lack of transparency or professionalism
- Undisclosed changes to your care plan
In some cases, your existing provider might be able to work with you to address your concerns. Keep in mind, though, that as a home care services recipient, you can and should expect a high level of support that includes:
Prompt Response Times
You should not have to chase down your provider or Care Manager for answers to your inquiries. Your provider should be responsive, prompt, and supportive when you reach out with a question or request.
Consistent and Reliable Availability
Your services should not be cancelled or postponed with any regularity. Your provider should have the proper staffing and resources to support you with consistent care that empowers you to remain safe and healthy in your home.
Maximised Hours of Support
Your home care funding should not go to waste. The services you receive should align with your funding, so you get value from your budget. Your provider is responsible for utilising the subsidised government funds to provide you with the services you’re eligible to receive.
Exorbitant Prices & Fees
Value for money is another major reason older Australians opt to change providers.
If you believe your current provider’s costs and fees are unreasonable, you might be able to negotiate pricing. The government requires all service providers to follow pricing transparency requirements, meaning your provider must:
- Publish prices on My Aged Care
- Provide accurate pricing schemes
- Maintain up-to-date pricing resources
These transparency standards across the industry empower care recipients to compare prices and make informed financial decisions.
If you already have a provider, you can review your monthly statements to understand where your funds are being allocated. For instance, are you paying high administrative fees—such as the Basic Daily Care Fee—on top of management fees? Many providers (such as The CareSide) waive these optional fees, but if yours doesn’t, they could drain your funds and subtract from the support you receive.
Keep in mind: Providers operate on a fee-for-service model. This model includes hourly rates. So when you’re reviewing costs, don’t focus solely on the management fee percentages; you should also review hourly service rates to ensure you have a full grasp on the total cost.
Provider Closure
Unfortunately, provider closures are becoming more common with the aged care sector in a state of transition.
If your provider communicates an upcoming closure and you require ongoing support, your first step is to act quickly, even if the transition timeframe isn’t specified yet. Wait lists for providers can grow fast, and wait times for home care have already reached untenable levels across the country—and that’s without the added bottlenecks of provider closures.
Your provider may offer to help you transfer to a new service provider, but they are not legally obligated to do so. Ultimately, your role in this scenario is to search for and select a new aged care provider so you can seamlessly move your services. For more details, see our guide on what to do if your care provider shuts down.
Changing Service Providers: Debunking Common Misconceptions
Changing home care providers is a completely acceptable course of action—and it’s a lot easier than you might think.
Unfortunately, misconceptions about the process cause some seniors and their families to hesitate. Some worry about losing their funding, while others adopt a ‘better the devil you know’ mindset—choosing to endure inadequate care for fear of their situation becoming worse.
Here are some of the most common misconceptions about changing service providers.
Misconception: I need a reason to change providers.
Truth: You do not need a reason. All the in-home care services you receive through My Aged Care follow a consumer-directed care model. That means you always have control over the care you receive and who provides it.
Since you have the right to choose your provider, you don’t need a reason or explanation for why you want to switch providers. You can transfer your care at any time, for any reason. Freedom to choose your provider and change is one of the core benefits of consumer-directed care.
Misconception: If I change providers, my current provider will keep all my funds.
Truth: Your provider can’t do that—when you transfer care, your unspent funds move with you to the new provider. Your current provider keeps the money used to cover services and products already delivered; they might also charge an Exit Fee, which must be specified in the Home Care Agreement you originally signed with them.
Misconception: I will lose my government funding if I change providers.
Truth: You will not lose your government-subsidised funding if you transfer your services. In fact, you can change providers multiple times—your funding remains with you.
You must sign a new Care Agreement with your new provider within 56 days of your cessation day with the old provider. If you fail to do so, you could lose your unspent funds, and a gap in care could result in loss of funding altogether. The good news is, if you think you might miss the 56-day deadline and need more time to find a new provider, you can ask My Aged Care for a 28-day extension. Learn more about these deadlines.
It’s wise to find a new provider before notifying your current provider that you’d like to switch. This way, your care continues without interruption, and you’ll have peace of mind knowing your new Care Agreement is signed well before the deadline.
Misconception: Changing providers requires six months’ notice.
Truth: The Home Care Agreement you signed with your existing provider will specify how much notice you’re required to give them—but you’re not obligated to any more time than that. You can also ask them to shorten the notice period if it’s longer than you’d hoped.
Misconception: Once I notify my current provider that I plan to change, they will stop my care during the notice period.
Truth: Your current provider cannot stop delivering care simply because you’ve chosen to transfer. When you notify them of your plans, you’ll both agree on a cessation date for services to stop. They will inform Services Australia of your plans to transfer care, and they will also calculate and transfer your unspent funds to your new provider (which must occur within 70 days of the agreed-upon cessation date). While all of this happens, you will continue receiving care as normal up to the agreed-upon cessation date. Just remember: You will not receive care from your old provider on that day. To avoid a gap in services, arrange for your new provider to begin on the same day your current services end.
Misconception: My new provider will charge more or deliver fewer hours than promised once I transfer care.
Truth: Your new provider is required to clearly outline all fees in the new Home Care Agreement you sign with them, and they must also create a written Care Plan detailing the services they will deliver within your home care budget. Once signed, your new provider cannot charge fees different from those specified in the agreement. Be sure to review these documents carefully, and if something doesn’t look right, ask for clarification.
The Process of Changing Providers
There are two main takeaways to remember: Changing service providers is perfectly normal, and the process is much simpler than many Australians realise.
Don’t forget to check out our guide to changing Home Care Package providers, which breaks the process down in detail. In short, once you decide to transfer care, there are four steps to take:
- Agree on a start date with your new provider
- Share your My Aged Care referral code with your new provider
- Send a written notice of your decision to your current provider by email or mail
- Agree on a cessation date with your current provider
Of course, those steps don’t reflect the courage required to make a change. For many older Australians and their families, changing providers can feel daunting and overwhelming. But in reality, switching providers is a safe and common way for care recipients to exercise their consumer rights and ensure they receive the support they deserve. The real risk isn’t switching — it’s staying stuck in a service that’s not consistently working.
If you have additional questions or if you’re interested in transferring services to The CareSide, please call us at 1300 85 40 80 or fill out a quick enquiry form, and our team will be in touch.
