How to choose a home care provider that’s right for you
You’ve been assigned a Home Care Package and now it’s time to find a home care package provider. It’s natural to think that choosing a provider is a piece of cake. In reality, it’s overwhelming. With so many providers out there, it’s hard to feel confident picking ‘the one’.
My audiologist looked at all providers, she went through it all with her mum and dad, and she said, ‘you need to go with Wesley Mission Queensland’. But I decided to have a look myself. It was a minefield! There's a lot out there, but there's a lot of confusion too. So, I decided to go with Wesley Mission Queensland, and it’s been amazing, absolutely amazing! Exceeds our expectations. They always go the extra mile.
– Keith, Home Care client on the Gold Coast.
Choosing the right home care package provider ensures you make the most out of your allocated budget. In this article, we highlight some key points for before and during your research.
You need to consider not only the credibility of the organisation but also ensure that their services and plan management are a good fit for your specific needs.
About Wesley Mission Queensland’s aged care services
With more than 115 years caring for Queenslanders, 13 residential aged care homes, 1,381 aged care residents (2023), home care services from Bundaberg to Tweed Heads, 4 respite centres (one overnight), and 2 wellbeing centres co-located with aged care communities, we offer a range of quality aged care services to fit your needs. We could be a great match! Our care team is here to answer any questions you might have and guide you on every step of your journey. Call us on 1800 448 448.How to choose a home care provider
Your HCP outlines the amount of funding you have available each financial year and all the services you can access. Be familiar with the number of subsidised hours for some specific types of services.
Managing your HCP budget involves planning and monitoring each financial year. When calling providers, ask about the costs of those services so you have a baseline for managing your budget.
Before searching for providers:
- Choose the services you need
- Determine how often you need these service (twice a week, weekly, fortnightly…)
- And at what times in the day
- Make sure to include all possible times and frequencies for flexibility, making it easier to fit services into your preferred provider's availability
Ask your GP or other healthcare professional. Reach out to friends, family members and community organisations for recommendations based on their experiences – as well as those ‘stay-away-from’ type of providers.
Remember, Home Care Packages can only be delivered by approved service providers on behalf of your state government.
You might want to call only those recommended providers. If you still need or want to do your own research, this is how to do it online:
- Search HCP providers in your area
- Visit their websites to learn more about their services and to ensure they are an approved Home Care Package provider
- Explore their social media pages, check their updates, comments on posts and client stories.
You can ensure a home care provider is accredited and licensed by searching for them on My Aged Care website.
Get your list of services required, with frequency and times. Write down any specific questions you have. Call them and make sure you ask:
- If they have the services you need, availability, and fees
- About staff qualifications, their care philosophy and approach to personalised care
- If applicable to your plan, if they have respite care centres.
A face-to-face no obligation meeting is a great opportunity for you to evaluate any possible cultural and even personality compatibility. Make sure you:
- Discuss your care needs, preferences, and any specific requirements
- Ask for a price list, so you have it handy when comparing providers
- Pay attention to how responsive and knowledgeable they are
- To make your budgeting easier, ask what information they provide in their invoices. Some providers will display a cost breakdown and a balance of your HCP funding.
Before your sign anything, carefully review the terms and conditions in the contract. Pay attention to the services covered, fees, cancellation policies, and any additional charges that may apply. If you engage a home care provider you are not happy with, you have the freedom to change providers.
Once you choose your provider
- Stay involved: If you are helping your loved one with home care services, stay involved. Regularly communicate with the provider to ensure care needs are met and to address any concerns or issues that may arise.
- Be flexible: Be open to trying different approaches or strategies to achieve your goals. Adjustments may be necessary over time as your circumstances change; maybe a new routine or schedule.
- Manage your budget: Keep track of expenses against the annual budget. Regularly review invoices and statements to verify charges and identify any discrepancies. If you have room in your budget, explore additional supports.
- Explore additional supports: If your budget allows, explore additional supports such as allied health and social programs. These can really enhance your overall wellbeing.
- Modify your care plan as your needs change or increase: Revisit and reassess care needs periodically. This may involve increasing or decreasing the frequency or intensity of certain services.
- Request an increase in your funding level: A change in care needs might also mean an increase in the funding level. Here's a general overview of the funding amounts for each level of Home Care Package, according to My Aged Care (as per July 2024):
- Level 1 (basic care needs) $10,588.65 per year
- Level 2 (low care needs) $18,622.30 per year
- Level 3 (intermediate care needs) $40,529.60 per year
- Level 4 (high care needs): $61,440.45 per year
- If you are unhappy with the services: Talk to your service provider first to see if they can help. If issues can’t be resolved or you are not comfortable raising your concerns with them, you have the right to contact the Aged Care Quality and Safety Commission. For more information, visit their Complaints page.
Did you know
You can take temporary leave from your Home Care Package services if you need to take leave to go into hospital, receive transition care or residential respite, or for social reasons such as going on a holiday. Simply call your provider to let them know and your services will be temporarily put on hold.
Your provider cannot deliver or charge you for any services, including care. However, there might be other fees you will be asked to pay while on leave. Ask them what these fees are. Depending on the type of leave and how long the leave is, your fees may be reduced.
For example, if you move house or if you are looking for a better fit. Check your current Home Care Agreement so you know about any conditions such as notice periods. From 1 January 2023, providers are not allowed to charge you an exit amount.
Any fees paid in advance must be refunded by your old provider. There are some legal requirements to follow, so head to our article “Checklist for changing home care package providers”.
Home Care with WMQ
Our compassionate approach is what makes us extra special!
Experience compassionate and personalised home care services with Wesley Mission Queensland. Our dedicated team of healthcare professionals provides support for daily activities, companionship, and tailored care plans to ensure wellbeing in the comfort of home.