Your journey through the My Aged Care process
Contacting My Aged Care is the first step towards receiving government-subsidised support for older Australians. For many, navigating the aged care system can seem complex, but understanding the steps that follow your initial call or online application can make the journey much smoother. From an in-home assessment to receiving your official outcome letter, the process is designed to match your specific care needs with the right services.
Step 1: Initial contact and eligibility screening
Your aged care journey begins the moment you or your representative contacts My Aged Care, either by calling their contact centre or using their online application. This first interaction is a crucial screening stage. During a phone call, a My Aged Care representative will ask you questions about your current health, how you manage daily tasks, and what support you might need. They use this information to determine your preliminary eligibility for government-funded services and to refer you for the appropriate type of assessment.
Step 2: The aged care assessment
If the initial screening indicates you are eligible, My Aged Care will refer you to an assessment organisation. The assessor will contact you within a few weeks to arrange a free, face-to-face visit at your home or another location, such as a hospital. A single assessment system now combines the functions of the former Regional Assessment Services (RAS) for lower-level needs and the Aged Care Assessment Teams (ACAT) for more complex needs.
What to expect during the assessment:
- The assessor will discuss your physical and mental health, lifestyle, and how you manage day-to-day tasks.
- They will review your current living situation and any existing support you receive.
- You should have your Medicare card, doctor's details, and a list of any medications ready.
- You are encouraged to have a family member, friend, or carer present for support.
- The assessor will work with you to develop a support plan based on your goals and preferences.
Step 3: The assessment outcome and support plan
After the assessment, the assessor reviews the information to decide on your eligibility for subsidised services. The outcome is sent to you in a letter, typically within two to six weeks for comprehensive assessments.
If you are approved:
- The letter will confirm your eligibility and detail the services you can receive.
- It includes a copy of your support plan and unique referral code(s) for booking services.
- For Home Care Packages (HCP), you will be placed on a national waiting list based on your assessed priority.
If you are not approved:
- The letter will explain why you are not eligible for government-funded services.
- You will be advised of other support options, which might include private providers or community services.
- You have the right to appeal the decision.
Finding and starting your services
Once you have your outcome letter and referral codes, the next phase is to find and engage a service provider. My Aged Care offers a 'Find a provider' tool on its website to help you search for organisations in your area.
Comparison of service options
| Feature | Commonwealth Home Support Programme (CHSP) | Home Care Package (HCP) | Residential Aged Care |
|---|---|---|---|
| Level of Care | Entry-level, for those who need some support to stay independent at home. | Higher-level, for those with more complex care needs. | For those who can no longer live safely at home. |
| Services | Single or a few specific services, like domestic assistance, transport, or meal preparation. | A coordinated package of services across four levels (1-4). | 24/7 nursing and care, accommodation, and support services. |
| Access | Usually found out at the assessment. You receive a referral code to contact providers. | Placed on a national waiting list after assessment, based on priority. | For permanent or respite care, you are eligible after a comprehensive assessment. |
| Wait Times | Can depend on provider availability in your area. | Can vary from months to over a year, depending on package level and priority. | Depends on provider availability and vacancy. |
After choosing a provider, you will work with them to create a formal service agreement that outlines your care plan and costs. You then begin receiving the approved services, with the goal of helping you remain independent and active for as long as possible. Regular reviews ensure your care plan continues to meet your needs.
Conclusion
The process that unfolds after your initial contact with My Aged Care is structured, starting with a comprehensive assessment to accurately identify your needs. The outcome letter details your eligibility for subsidised services and provides the necessary referral codes to begin. Whether you require entry-level support through the Commonwealth Home Support Programme or a more comprehensive Home Care Package, the next steps involve actively choosing a provider that best fits your requirements and entering into a formal agreement to receive services. Ultimately, the system is designed to provide older Australians with the support they need to maintain their independence and wellbeing.
Additional Resources
For more information on the aged care system and eligibility requirements, please visit the official My Aged Care website.
