What protections do I have as a home care client?

Receiving home care is a very intimate service which can sometimes leave people feeling exposed, both personally and financially.

We understand that. It’s why we go to a great deal of effort to ensure a wide range of protections are in place to safeguard your rights, finances and quality of care.

These protections detailed below are designed to ensure you receive the services you deserve while maintaining your independence and dignity.

Financial Protections

Service Agreement (Home Care Agreement)

Before your service starts your home care provider must provide you with a comprehensive service agreement outlining the services, costs and terms of the arrangement.

This agreement is basically a legal contract designed to protect you from unfair charges or unexpected changes.

It sets out:

• What services will be provided to you
• How your services will be provided
• Who will provide those services
• When those services will begin
• How much those services will cost, including:
  • A copy of your pricing schedule, including service prices, maximum fees and any exit amount
  • Your provider’s fee-setting policies, including fees paid during leave from services.

Your service agreement can be updated if your care needs change, your provider’s prices change, or you ask your provider to change the agreement for any reason.

Financial Hardship Policies

Under certain conditions you may be eligible for financial hardship assistance from the Australian Government to help with your basic daily fee and income-tested care fee.

You are NOT eligible for financial hardship assistance if you:

• Haven’t had an aged care means assessment
• Have assets valued at more than $43,535.70
• Have gifted someone more than $10,000 in the previous 12 months
• Have gifted more than $30,000 in the previous 5 years.

You can apply for this assistance here.

Advocacy Organisations

Organisations like Advocare exist to protect the rights and interests of aged care service customers and their families. They can provide valuable guidance, support, and advocacy services if you encounter any financial issues or disputes with your provider.

In addition to their financial advocacy role, organisations like Advocare can also help you with care-related concerns or complaints. They will help you navigate the aged care system and ensure your rights are respected and you have a say in the care decisions that affect you.

Consumer Directed Care

The Australian Government’s Consumer Directed Care model means you have greater control over your care package and the services you receive. This includes the flexibility to switch providers if you are dissatisfied with your services or financial arrangements.

Care Protections

Aged Care Standards

All home care providers in Australia must abide by the Aged Care Quality Standards, which set out the levels and standards of care and services that must be provided to customers. These standards cover everything from dignity and choice, to personal and clinical care, to governance rules for aged care providers.

Aged Care Quality and Safety Commission

The Aged Care Quality and Safety Commission is the national independent regulatory body that oversees the quality of aged care services. They conduct regular audits and inspections to ensure care providers are meeting the required standards and can take action against providers that aren’t complying with the standards.

Provider’s Complaints Process

All home care providers must have an accessible and transparent complaints process. If you are dissatisfied with the care or services you are receiving, you should raise your concerns with your provider through their established complaints process.

At Brightwater, we always strive to do our best and provide the quality services you want to receive. However, sometimes it doesn’t go according to plan and we don’t meet your expectations. If you’re a Brightwater client, you can read more about our complaints process here.

Know your rights

All these protections are designed to ensure you receive high-quality home care while maintaining your independence and dignity. Knowing your rights, and knowing help is available, can go a long way towards providing peace of mind on your home care journey.

If you would like more information about Brightwater at Home, call 1300 223 968 or email [email protected].