Choosing the right aged care service provider can greatly impact your quality of life, or that of a loved one. It is important to research and compare providers based on your needs, location preferences, and budget constraints before making a final decision.
Whether you’re accessing in-home care, respite care, or transitioning to residential aged care, here are tips to help you navigate this process effectively.
Identify your needs
Start by understanding the specific care needs required:
- Do you need assistance with daily tasks, personal care, or medical support?
- Are you looking for short-term help (e.g. after hospital discharge) or ongoing support?
- Would you prefer in-home services or residential care?
It may help to write down your priorities to help keep you focused on what you’re looking for. This will guide you when assessing providers as sometimes the amount of information available can be a bit overwhelming.
Research and compare providers
Western Australia offers a variety of aged care providers, so it’s worth taking the time to research them. Look for experienced organisations with a proven track record in aged care and make sure they can meet your specific care needs, cultural preferences, and any other specialised requirements.
Tips
Use trusted resources: Start with the My Aged Care website https://www.myagedcare.gov.au/ which lists approved providers and services that need to follow strict policies to be registered.
Word of mouth: Recommendations from friends, family, or community members can be valuable. Reading online reviews from other people, independent from the providers’ websites can also give you a sense of how they treat their clients or residents.
Speak to Advocare: Our team of knowledgeable and experienced Advocates can provide free, unbiased information on accessing the right services, and help you navigate the aged care system.
When comparing providers, consider:
- The range of services offered.
- Availability in your preferred area
- Client reviews or testimonials
- Accreditation and compliance with quality standards
Comparing quotes
Don’t be afraid to request quotes from multiple providers and make sure you understand what’s included in the base price and what may be extra, such as transportation or specialised nursing services.
The My Aged Care website also offers the Fee Estimator tool to help you calculate potential fees for Home Care Packages or aged care homes.
While you are researching be sure to compare providers’ prices for services, package management, and care management fees. Here are a few things to look for:
- Transparency: Ensure all costs are clearly outlined, including administration fees and hourly rates.
- Flexibility: Check if packages can be tailored to your specific needs.
- Value for money: Balance the cost with the quality of care and support offered by the provider.
Using multiple providers
In some instances, you may not be able to find one aged care provider that meets all your needs. So, it’s worth knowing you’re not limited to just one provider. For example, during your research you may discover that one service provider specialises in domestic assistance while another focuses solely on personal or medical care service delivery.
Again, the trick is to be clear on what your needs are to avoid any services gaps or overlaps when you’re organising support with aged care providers.
Changing providers
You have the right to change providers if you’re unhappy or your needs have changed. It’s your care, your choice, your life. Before you search for a new provider you should always:
- Review your agreement: Understand the notice period or costs associated with switching.
- Communicate your concerns: Sometimes, issues can be resolved with open communication.
- Plan a smooth transition: Arrange for new services to begin before ending the current ones.
If you are having trouble expressing concerns to your provider, or feel unheard, call Advocare. Our team can support you to speak to them either with you or on your behalf, with your permission.
Finding a new provider
If the outcome of your situation means you need to switch providers here are some starting tips to help you:
- Consult local resources: Advocare can assist with independent unbiased information.
- Explore specialist services: Some providers focus on specific needs, such as dementia care or culturally appropriate services.
- Trial before committing: Many providers allow you to trial services before signing a longer-term agreement so take this option up if it suits you.
Choosing and managing aged care services can feel overwhelming, but you’re not alone. Advocare’s knowledgeable team can support you every step of the way with free, confidential, and unbiased information.
For assistance, call us on the Aged Care Advocacy Line on 1800 700 600 or if you prefer, email rights@advocare.org.au
Need more information?
Take a look at our helpful information, tools and resources.
Helpful information
Locate guides, fact sheets, and brochures to share with family and supporters. See our helpful information
Useful Organisations
Discover the organisations Advocare works with who provide support to older people.? See our useful organisations directory
Glossary
Get help understanding aged care jargon. See our glossary of terms
Frequently asked questions
I’m not happy with my aged care provider. How can I complain?
If you’re not happy with your aged care services or provider in Western Australia, here’s what you can do:
- Start by speaking directly with your provider to share your concerns.
- If you need support, contact Advocare for free advocacy and guidance on the Aged Care Advocacy Line on 1800 700 600.
- You can make a formal complaint to your service provider or to the Aged Care Quality and Safety Commission (ACQSC), which handles concerns about aged care services.
- Remember, advocacy support is available to assist you with either complaint pathway.
- If needed, you also have the option to switch providers—just check your agreement for details
Help is available every step of the way to ensure you get the care you deserve. If you need further guidance to start the process, contact Advocare on 1800 700 600.
How do I find out what residential or home care providers there are?
To find residential or home care providers in Western Australia, you have several options:
- Use the My Aged Care Find a Provider tool online. This tool allows you to search for approved providers in your area and compare their services
- Consult the Aged Care Guide, which is available online. Alternatively, you can call Advocare to request a printed copy to be mailed to you.
- Contact Advocare directly by calling 1800 655 566. They can provide you with a list of providers and send you information via email or post. Advocare offers free, confidential, and independent support to help you navigate aged care services in WA.
These options allow you to explore and compare different providers, helping you make an informed decision about the most suitable care for your needs.
As a carer of an older person, where can I access support?
There are several organisations located in WA and services to access support for your important role as a carer.
Carers WA is a non-profit organisation dedicated to improving the lives of family carers in Western Australia. They offer a range of services including, information and advice, counselling, education and training, social support groups, advocacy and representation. Contact them on 1300 227 377, Monday to Friday, 8.30am to 4.30pm.
Carer Gateway, an Australian Government initiative, provides free practical support for family carers. Services include in-person peer support groups, one-on-one carer coaching, counselling (in-person, online, or over the phone), tailored support packages, emergency respite care, online skills courses and forums. Contact Carer Gateway on 1800 422 737, Monday to Friday, 8.00am to 5.00pm.
Additionally, many local governments in Western Australia offer services specifically for older residents and their carers such as phone welfare checks and neighbour programs. Contact your local government or the WA Local Government Association (WALGA) for more information.
For financial advice and support, you can contact the National Debt Hotline, which provides free, independent, and confidential financial information.
Remember, these services are available to anyone caring for a family member or friend with disability, a medical condition or mental health and other challenges associated with ageing.
