Frequently Asked Questions
What fees will I have to pay?
There are two kinds of fees that providers may ask you to pay: Basic Daily Fee and an Income-Tested Care fee.
The Basic Daily fee is a fee set by the Department of Health that may be asked by an approved provider. It is not compulsory for providers to charge this amount, but you must check if they do as this cost can be up to $10 per day
An Income-Tested Care fee is a compulsory fee that Care Recipients must pay if their income is over the maximum income for a full pensioner.
This could cost up to $30.86 per day.
You could pay up to $15.43 per day, if you:
Are single earning over $27,840.80
Are a member of a couple living together earning over $21,606.00
Are a member of a couple living apart due to illness earning over $27,320.80
You could pay between $15.43 - $30.86 if you:
Are single earning over $53,731.60
Are a member of a couple living together earning over $41,121.60
Are a member of a couple living apart due to illness earning over $53,211.60
Other providers may charge fees for other items in your service agreement at their discretion, these may include a signing fee or entry fee, assessment fees and exit fees.
Your Aged Care at Home does not charge the Basic Daily Fee and only applies the exit fee if you have available Home Care subsidy (this amount will not be billed to you personally) to maintain records for legal purposes.
Please use this calculator to estimate your fees:
What does Your Aged Care At Home do?
We are a not-for-profit organisation specialising in providing at-home care for elderly as well as NDIS services for registered participants. We are also a registered charity and are committed to not only giving to our clients but giving back to the community as a whole.
It is our mission to enable ongoing independent living and quality of life for our clients through individualised support services and programs. We believe that our community who are aging, disabled and disadvantaged are able to enjoy their independence, dignity and quality of life.
Can I become a support worker for Your Aged Care At Home?
We are always looking for amazing additions to the Your Aged Care At Home team.
Feel free to contact us directly 02 8764 3669 or firstname.lastname@example.org.
We look forward to hearing from you!
What hygiene and safety procedures have been put in place?
We have always prided ourselves on the cleanliness and professionalism of our care, however with the recent outbreak of Coronavirus (COVID-19) we have taken further precautions to ensure the health and safety of both our clients and staff.
All support workers are to wear personal protective equipment (PPE), including face mask and gloves at all times, when in a clients home. Feel confident that all our carers have also completed the government COVID safe training and are fully trained in aged care.
All team members are supplied with their own PPE supplies (gloves, masks, hand sanitisers, aprons, etc) and are required to social distance at all times.
What services do you offer?
We offer a wide variety of services including: Home Support (Home Care Packages), Disability Assistance (NDIS), Therapies/Allied Health and Charitable Services.
Examples of these are:
Domestic Care, Gardening, Deep Cleaning, Laundry, Meal Preparation, Social Support, Assistance with shopping, transportation, medical appointments, personal care services (Showering, bed bath, continence care, toileting,), clinical care and wound management, nursing care, dementia care medications monitoring and medications assistance, intimate services, occupational therapy, physiotherapy, hydrotherapy, home modifications including assistive technologies and information technologies and personal alarms/sensors/etc, day trips, access to social events (when available), equipment and personal aids.
Under the National Disability Insurance Scheme (NDIS), we offer the following support items:
Assistance with Daily Living, Transport Support, Assistance with Social and Community Participation
Coordination of Supports, Increased Social and Community Participation, Finding and Keeping a Job , Improved Health and Wellbeing, Improved Daily Living Skills
What are the benefits of Home Care?
There is no right or wrong when it comes to finding care that suits you. Home care allows individuals to keep their independence and dignity and remain in the comfort and security of your own home for as long as possible.
Receiving care from your home allows you to live your days on your own schedule with the added assistance from us.
Can I change what assistance/services I require?
Yes, we are always willing to alter your package to ensure it suits you. All reviews are complimentary under our Care Management fee.
Under the Aged Care Quality standards, aged care providers must ensure that all services provided to you are in full consultation and agreement with you, the care recipient.
Can I request a support worker that speaks another language?
We will always do our best to accommodate to you.
Will I always have the same support worker?
This may depend on the hours of care that you require per week.
We always try to ensure you receive the same support workers to increase familiarity and comfortability of our clients, however if you require higher hours we may have to provide you with two support workers.
If there is an off occasion where we may have to send out a different worker we ensure to get in contact beforehand.
What areas of Sydney do you provide services for?
We are able to offer services to all areas of the Sydney Metropolitan area.
If you are out of Sydney, please get in contact as we may still be able to accommodate to you.
Can't find the answer you were looking for?
Contact our team on 02 8764 3669 or email@example.com to talk to one of our friendly team members.
Am I able to purchase groceries or pay my bills wtih the Home Care Subsidy?
No, General purchases are not subsidised by the Home Care Package. You may be able to ask your provider if they can purchase essential items such as, continence products or wound care dressings, but they must be relating to your health and well-being.
How many hours a week will I receive on my Home Care Package?
Service provision is completely dependent on what services you require out of the home care package as well as how you choose to manage your care needs. On average the following hours of service are available:
Level 1: 2.5
Level 2: 4.3
Level 3: 9.4
Level 4: 14.2
What is the difference between Entry Level care (CHSP) and Home Care Packages (HCP)?
If you’re having trouble with everyday tasks and feel that a little support could improve your health and wellbeing, CHSP could be right for you.
To be eligible for this program, you must be aged:
- 65 years or older (50 years or older for Aboriginal or Torres Strait Islander people),
- or 50 years or older (45 years or older for Aboriginal and Torres Strait Islander people) and on a low income, homeless, or at risk of being homeless.
CHSP will provide successful applicants with individual codes that can be used with an approved CHSP provider and will also be expected to contribute to the cost of services.
Home Care Packages (HCP) are one of the ways that older Australians can access affordable care services to get some help at home. They are designed for those with more complex care needs that go beyond what the Commonwealth Home Support Programme can provide. Home Care Packages can be an option if you need a coordinated approach to the delivery of your help at home - perhaps because you need help with many everyday tasks, or the care you need is more complex or intensive.
Each package level has an annual amount of subsidy that will be provided to your nominated Home Care Provider.
Level 1: $8927
Level 2: $15705
Level 3: $34174
Level 4: $51808
You may also be eligible to receive additional supplements such as oxygen, enteral feeding, dementia and Veterans' supplement.
What is the Home Care Packages (HCP) Programme?
My Aged Care advertises three primary types of care on their website : Help at Home, Short Term Care and Residential Care.
The Government recognises two types of care needs for help at home: Entry-Level care, also known as the Commonwealth Home Support Programme (CHSP) and More Complex Care, known as the Home Care Packages (HCP).
If you are able to manage, but need support with a few tasks, you could be eligible for subsidised support services through the Commonwealth Home Support Programme (CHSP). This program aims to help those who need a low level of support to keep living independently. Only recommended to those who need one or two services.
Home Care Packages are for those with greater or more complex care needs. If you need many care and support services on an ongoing basis, you could be eligible for a Home Care Package. Home Care Packages provide a number of services to meet your needs.
What is not covered by the Home Care Packages Programme?
-Items that would normally be purchased out of general income
-Buying food, except as part of enteral feeding requirements
-Payment for permanent accommodation, including assistance with home purchase, mortgage Payments or rent
-Payment of home care fees
-Payment of fees or charges for other types of care funded or jointly funded by the Australian Government
-Home modifications or assets that are not related to your care needs
-Travel and accommodation for holidays
-Cost of entertainment activities, such as club memberships and tickets to sporting events
-Payment for services and items covered by the Medicare Benefits Schedule or the -Pharmaceutical Benefits Scheme
How much do your services cost? Do you have a price guide?
For Home Care clients we charge a flat 15% Care Management fee and 15% Package Management fee for all package levels. The Management fees will cover all additional coordination you may require while with us.
Unlike other providers, all personal care and domestic services, including gardening is billed at one rate of $49 per hour (Weekday day-time). We also offer clinical management services and wound care from our Registered Nurse which is billed at $60 per hour (Weekday day-time).
Transport with you will be pilled at $1 per kilometre travelled. There is no call-out fee for any clients.
More information is available on our price guide: Price Guide Current
Please note that clients who do sign up with the Self Managed Care Management option will be billed for any additional coordination support they require.
What is My Aged Care?
My Aged Care is the starting point to access Australian Government-funded aged care services. The phone line (1800 200 422) and website https://www.myagedcare.gov.au can help older Australians, their families and carers to get the help and support they need.
My Aged Care provides:
- Information on the different types of aged care services available
- An assessment of needs to identify eligibility and the right type of care
- Referrals and support to find service providers that can meet your needs
- Information on what you might need to pay towards the cost of your care.
Am I eligible for a Home Care Package?
A Home Care Package is available for people over 65 years of age (over 50 years of age for Aboriginal and Torres Straits Islander people) who require assistance to live at home.
Your needs will be assessed by My Aged Care who will determine your eligibility. Their phone number is: 1800 200 422.
My Aged Care may provide an assessment for subsidised services under the Commonwealth Home Support Programme (CHSP). This is not a Home Care Package but may offer some interim support.
The letter I received from My Aged Care mentions a Maximum Daily Fee. What is this fee, and do I have to pay for it?
As at 1 July 2019 the maximum daily fees are:
Level 1 (Basic Needs) - $9.44
Level 2 (Low Care Needs) - $9.99
Level 3 (Intermediate Care Needs) - $10.27
Level 4 (High Care Needs) - $10.54
The government has determined a maximum daily fee that providers may ask for you to contribute to your Home Care Package. This is not mandatory, and many providers will not ask you for this contribution. If you do contribute this fee to your package, your package will be higher, and you will receive additional services.
What does it cost to receive a Home Care Package?
People receiving a pension may not need to contribute to their Home Care Package. The Home Care Package is income tested. For example, a single person with an income above $27,284 may pay up to $15.12 per day. A single person with an income above $52,686 may need to pay up to $30.25 per day. Income thresholds for couples are lower. The fees you pay do have annual caps, and the maximum lifetime cap is $66,078.
I feel that my current provider is not listening to me and not providing what I need. What can I do?
You are protected under the Aged Care Quality Standards. Your rights and choices need to be respected, and you should be able to work with your provider to partner in creating an appropriate service for your health and well-being.
You also have the right to feel safe and are encouraged to give feedback and make complaints.
If you are not happy with your existing provider, you have the right to change providers. My Aged Care booklet "Your Guide to Home Care Package services" explains this process in more detail (provided in your take-home pack).
How do I change providers?
If you wish to change providers simply contact a new provider and discuss with them your needs. You will then contact My Aged Care and request referral code reactivation. The new referral code is then given to your new provider. My Aged Care booklet " Your Guide to Home Care Package services" explains this process in more detail
(provided in your take-home pack).
I have heard about the new Aged Care Quality Standards, but I don't fully understand them. What do they mean?
The Aged Care Quality Standards are in place to uphold your rights as care recipient. You have the following rights:
1. I am treated with dignity and respect, and can maintain my identity. I can make informed choices about my care and services, and live the life I choose.
2. I am a partner in ongoing assessment and planning that helps me get the care and services I need for my health and well-being.
3. I get personal care, clinical care, or both personal care and clinical care, that is safe and right for me.
4. I get the services and supports for daily living that are important for my health and well-being and that enable me to do the things I want to do.
5. I feel I belong and I am safe and comfortable in the organisations' service environment.
6. I feel safe and am encouraged and supported to give feedback and complaints, and appropriate action is taken.
7. I get quality care and services when i need them from the peple who are knowledgeable, capable and caring.
8. I am confident the organisation is well run. I can partner in improving the delivery of care and services.
If an aged care provider does not meet the Standards:
- The provider must revise their plan for continuous improvement.
- The Aged Care Quality and Safety Commission will monitor the provider, and/or the Department of Health may give them a notice of non-compliance, or sanction.
You can check if a service provider has compliance actions against them using the My Aged Care non-compliance checker.
Am I getting good 'value for money' for the services I receive?
Every provider will have variations in pricing. If a provider has very low package and care management fees, they may have higher hourly rates or other additional fees. It is worth spending some time comparing pricing categories in detail.
The My Aged Care website is useful for comparing providers. https://www.myagedcare.gov.au/find-a-provider/
Providers should also have a comprehensive pricing schedule on their web site. The number of direct support hours will not be the same across all providers.
What are the levels of Home Care Packages?
A Home Care Package is based on your level of care and support needs. Rounded values for each package are:
Level 1 (Basic Needs) - $8,750
Level 2 (Low Care Needs) - $15,250
Level 3 (Intermediate Care Needs) - $33,500
Level 4 (High Care Needs) - $50,750
How many hours of services can I expect to receive in my Home Care Package?
The Home Care Package for you will be customised to your requirements. As a general rule of thumb, you can expect up to:
What services can I receive under a Home Care Package?
Services are varied and may include - personal care, shopping assistance, home cleaning, gardening and mowing, physiotherapy and other allied health, transport, mobility aids, home modifications, meal preparation, nursing care, continence products, home safety, personal alarms, respite and socialisation - generally any service to support your health and well-being.
Home care package funds cannot be used as a general source of income for it ems such as day-to-day bills, food, mortgage payments or rent, holidays, entertainment and gambling as an example. You can find a full list of exclusions on https://www.myagedcare.gov.au/
Personal Services - Bathing, showering & toileting, dressing/undressing, mobility, communication.
Nutrition & Hydration- Meal preparation, special diets for health/religious/cultural, assistance using eating utensils & assisting with feeding.
Continence Management- Assistance using continence aids, appliances such as absorbent aids, commode chairs, bedpans and urinals, and catheters and enemas.
Mobility & Dexterity- Crutches, quadruped walkers, walking sticks, mechanical devices for lifting, bed rails, slide sheets, sheepskin and tri-pillows, pressure relieving mattresses, assistance with using aids.
Nursing, Allied Health and Therapy Services- Speech therapy, occupational or physiotherapy, seeing and hearing clinical services.
Transport and Personal Assistance- Assistance with shopping visits to health practitioners, attending social activities.
Management for Skin Integrity- Assistance with bandages, dressings and skin emollients.
Other- Telehealth: technology to assist with health care, Assistive Technology: mobility, personal safety and communication, Aids and Equipment: to assist with daily living tasks.