Steps to change your HCP provider

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 providers 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

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 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 providers 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 providers. You will need to do this to reactivate your referral code.

4. Sign a 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, the start date with your new provider must be 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 the new provider

Your start date has arrived and you will now receive care from your new provider!