Changing Home Care Package (HCP) Provider
Making sure you are happy with your in-home care and trust your home care provider is key in staying at home while ageing. Changing your care provider to Home Instead is a seamless and smooth transition.
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A smooth transition to Home Instead is our focus!
Home care should enhance your health and well-being to help you continue to live comfortably and independently at home. When it comes to receiving care at home, it is important that you are happy with your provider and the care that you receive.
If you are unhappy with your current provider, you have the right to change. People change provider for a variety of reasons including:
- wanting better value for money
- hoping for a higher quality service, especially if there are communication issues or inconsistent and unreliable carers from a current provider
- supporting changing and potentially more complex needs
- moving to a different area
Whilst it may be daunting to move provider, this process is simple and many providers, such as Home Instead can help you with this to ensure a smooth transition to the new provider.
Remember it is your package and your care – you should be happy with your provider.
Changing home care providers is easy!
1. Find the right provider for you
It’s important to note why you wish to leave your existing provider so that you can determine what your requirements are for a new provider. You need to research into different providers and ensure that you choose the right provider for you. My Aged Care Find a Provider tool can help you find providers in your area or alternatively you can call My Aged Care on 1800 200 422.
2. Give notice to your current provider
Give notice to your current provider and confirm the changeover date. Under the Charter of Aged Care Rights, you are obliged to inform your current provider that you will be moving provider and wish to stop their services. You will need to agree on a final date of service. It is beneficial to provide formal written notice to your current provider and include the final date of service within this. Likewise, try to secure written confirmation from your existing provider confirming the agreed end date. They should also produce a statement outlining any unspent funds which will be transferred to your new provider.
3. Call My Aged Care (1800 200 422)
Call My Aged Care (1800 200 422) to let them know that you are changing provider. You will need to do this to reactivate your referral code.
4. Sign new agreement
Once you have received your referral code, you need to pass this on to your new provider and agree on a start date. To avoid disruption to your care schedule, it is important that the start date with your new provider is the same as your end date with your existing provider. You will need to sign a Home Care Package Agreement with your new provider before you commence services. Once you have signed this, you can let your current provider know which provider you are moving to and they will begin the process of transferring unspent funds to your new provider – they need to have transferred the funds within 70 days of your agreed end date.
5. Start with new provider
Your start date has arrived and you will now receive care from your new provider!
Understand the ins and outs of changing home care provider!
It’s important to know that as of January 2023, providers cannot charge exit fees and you cannot be charged for starting services with a new home care provider.
Before you start this process, it is beneficial to understand what your notice period is under your current Home Care Package Agreement. Most providers require 2 weeks’ notice to change provider but check this with your current provider or within your Home Care Package Agreement.
How to choose the right provider
It can be difficult choosing a home care provider and not all providers offer the same services. When considering a new provider, it is important that you understand all of their fees and costs so that you can directly compare one provider with another.
When considering a new provider, it is vital that you prioritise a high-quality service than can meet your needs. The level of care provided can vary immensely from one provider to another and the services provided can also be different. Take your time researching and speaking with different providers to choose the right provider for you and your individual needs. Ensure that you feel comfortable and confident in the care that they can provide before you sign a Home Care Agreement and commence services with them.
Questions to consider when choosing a new provider:
- What are their costs and fees?
- How many hours of care will I receive under by Home Care Package?
- What services do they provide? Are these services able to support your future needs?
- What makes this provider unique?
- What training do they provide for their carers? Are they police-checked?
- Do they match their carers to your interests, hobbies and needs?
- Do they have the capacity to support if your usual carer is unwell or on holiday?
- Can the provider be contacted out of hours if required?
- Do they offer private and government-subsidised services?
Our handy Home Care Provider Checklist can help you ensure that you are accurately comparing one provider with another to validate that you are choosing the best care tailored to your specific needs.
Why choose Home Instead?
Home Instead provides high-quality, relationship-based home care tailored to your individual needs.
Our services include: Companionship, Domestic help, Meal preparation, Personal care, Transport services, Dementia care, Palliative care and Respite care.
We are a trusted, national home care provider with local offices across Australia. Our locally employed CAREGivers are the heart of our business and provide exceptional care to help older people live independently at home.
We can help you change providers, including giving notice to your current provider and managing the transfer of your HCP funds.
Home Instead are here to help. To start this process, please contact your local office.
Frequently Asked Questions (FAQs):
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How much notice will I need to give to my current provider?
Generally, most providers require 2 weeks’ notice to change provider but it is important to check this with your current provider. You should be able to find this information within your Home Care Package Agreement.
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Once I’ve given my current provider notice, will they still provide care during my notice period?
Your current provider is required to continue providing care throughout the notice period and until your specified end date.
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Will I have to pay exit fees or joining fees?
As of January 2023, providers are no longer able to charge exit fees. You also cannot be charged for starting services with a new home care provider.
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How long do I have to find a new provider?
Under your Home Care Package Agreement, you have 56 days from your agreed end date with your current provider to enter an agreement with a new provider. If you don’t enter an agreement after 56 days, your package will be withdrawn.
You may be able to request a 28-day extension if you need more time to choose a new provider, simply call My Aged Care on 1800 200 422 to request this extension.
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I’m concerned that my new provider may promise cheaper fees and more hours of care, but once I start with them, there will be hidden costs or it will end up more expensive.
All providers must clearly outline their fees in your Home Care Agreement and must develop a written Care Plan which outlines your care needs and what services will be provided from the Home Care Package to support this as included in your Individualised Budget. It should include information about who will provide the services, when they will be delivered and how often. The provider cannot change your package budget without your knowledge and any extra costs should be made clear to you before you agree to the service. If you are not happy with something in these documents, ask them to change it.
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What happens to any of my unspent funds? Will my current provider keep this?
If there are any unspent funds in your package, this will be moved to your new provider. Once you have given notice to your existing provider and told them which provider you are moving to, they will provide a statement outlining any unspent funds and then transfer any unspent funds to your new provider within 70 days of your agreed end date.
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I am entitled to a package supplement – will this be moved over?
Once you have given notice to your current provider and have agreed on a start date with your new provider, any supplements that you are entitled to will automatically be transferred to the new provider.
Additional My Aged Care Home Care Resources:
My Aged Care has created a Changing Provider Checklist.
For further information about how to change provider, it may be beneficial to visit the information pages on My Aged Care.
