Deciding to switch providers isn't something most people rush to. The home care journey long enough, so if services are poor, the worry for most is how to ensure making the switch is worth the effort. This article shares important tips on finding the care you deserve.
Many older Australians that switch home care providers make the move when discovering the promise of great care just didn''t match the reality.
Many find that expectations around service quality aren’t met, while others are left uncertain about how their funding is being used or unsure who to contact when something isn’t right.
The good news is that changing providers is often simpler than expected, and there’s much to learn from those who have already been through the process.
Drawing on the experiences of our clients at Accept Care, here are ten key insights they wish they’d known from the start.
1. Switching is simpler than you might think
It’s a common misconception that changing providers is complicated, costly, or tangled in bureaucracy. In reality, the process is straightforward, free of charge, and you can make the switch whenever you choose.
All you need to do is contact My Aged Care, ask for a new referral code, and share that code with your new provider. From there, your new provider will help you select an end date with your current provider and guide you through the handover process.
Need support? Visit our Switching Guide to get started.
2. You can keep seeing your preferred health providers
Changing your home care provider doesn’t mean you have to stop seeing your regular physiotherapist, podiatrist, or other allied health professionals.
A good provider will continue to include them in your care plan, as long as the home care services fall under your package. If you’ve built trust with a healthcare professional, that relationship should be protected and respected.
3. You should be able to contact your Care Manager
Breakdowns in communication are a leading reason people choose to switch providers.
Many have shared that they weren’t sure who to reach out to when issues arose, or that their provider rarely kept in touch after they first joined.
A provider committed to your wellbeing will introduce you to a dedicated Care Manager from day one - someone familiar with your care plan who checks in regularly and can quickly adjust your support as your needs change.
This person becomes a key part of your home care experience. If you’re unsure who your Care Manager is or struggle to get a response when you reach out, it might be time to consider a different provider.
4. Ask if care workers are employees or agency staff
Some home care providers use agency or contractor staff to cover shifts. While this can address immediate staffing needs, it often leads to disruptions, such as inconsistent support, unexpected cancellations, and a lack of familiar faces in your home.
At Accept, we believe home care should be personal and reliable. You deserve to know and trust the people who enter your home. That’s why your care team is made up of our own employees—they’re carefully selected, thoroughly trained, and dedicated to providing the high-quality, consistent care you expect every visit.
5. Ask where your care team is based
Where your provider is based can make a real difference.
If a provider doesn’t have support staff nearby, you may face delays or even cancelled visits as workers travel from outside your area.
Before deciding, ask whether they have a local team serving your suburb and how they manage scheduling and travel time. Providers with teams close to home are often able to deliver more responsive and reliable care specific to your needs.
6. Understand how your budget works
Many people don’t fully understand how their Home Care Package funding is managed. This can lead to confusion when they see unexpected charges or fees in their monthly statements.
Before signing up, ask your provider to explain:
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What percentage of your budget goes to care management and services
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Whether they charge entry, exit or setup fees
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What reports or statements you’ll receive and how often
For independent support, visit the Older Persons Advocacy Network for advice.
7. Know what how you can spend your funding
Many people find themselves paying out-of-pocket for services that should be included in their package—such as cleaning, allied health, or transport.
If your provider says a service isn’t covered, don’t hesitate to ask for clarification. An experienced Care Manager will be able to explains the Support at Home rules and be able to maximise how you can spend your funding, to ensure your getting the most out of your package, and working towards your health goals.
8. Be aware of short-term sign-up offers
While some providers may entice you with gift cards, discounts, or sign-up bonuses, these offers don’t guarantee ongoing quality of care.
What truly matters is how frequently you’ll hear from your Care Manager, how efficiently service requests are managed, and whether the provider is committed to ongoing staff training.
If you're unsure how to choose between home care providers, we've written a handy factsheet that breaks down exactly you should be asking.
9. You don’t have to settle for less
One of the most important lessons switchers learn is that you’re never stuck. Support at Home is a consumer-directed scheme, which means you have the choice to work with the provider of your choosing. And if your provider isn’t meeting your needs, you can move.
Whether it’s poor communication, confusing fees or inconsistent support, you deserve better.
10. You need tonotify My Aged Care about your switch
Even if you’ve chosen your new provider, you’ll still need to tell My Aged Care that you're switching.
You’ll need to:
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Request a new referral code
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Set an end date with your current provider
Your new provider can help with these steps and make sure nothing is missed.
Make sure to view our guide to switching home care providers so you don’t forget any of the important steps.