Ever had to deal with a confusing ‘overspend’ notice from your aged care services provider? Read this case study about what happened when Gita and her son Charlie sought support to understand theirs from one of our aged care advocates.
Gita’s* legal representative contacted Advocare seeking support with a financial issue involving her Home Care Package (HCP). Gita’s provider had informed her son, Charlie* that the package was in overspend and asked him to personally repay the outstanding amount.
Feeling pressured, Charlie made the first repayment toward the debt of almost $4,000, even though he believed the issue stemmed from a provider error. He explained that, on the advice of the HCP coordinator, a one-to-one support worker had been added to Gita’s Day Centre visits without any discussion about the financial impact. Nearly a year later, son Charlie was told he was responsible for repaying the overspend.
Our Financial Advocacy Officer (FAO) provided information about the relevant guidelines on overspends and client contributions. With consent, our specialist advocate liaised directly with the provider, confirming there had been no prior agreement for Gita or her son, Charlie to contribute to costs. Our team member highlighted that seeking repayment after services had been delivered breached Home Care Package guidelines. After discussions with both the provider’s coordinator and manager, Advocare’s FAO requested the debt be reviewed and resolved appropriately.
Following our advocate’s involvement, the provider’s manager acknowledged the overspend was due to an internal error and not the client’s responsibility. The outstanding debt was waived, and the initial repayment made by Gita’s son was refunded in full. Both Gita and her son were very grateful for the advocate’s help, and as a further benefit, they both were able to understand the aged care system better, too.
If you need assistance with a similar concern call our Aged Care Advocacy Line on 1800 700 60o.
*names have changed to protect identity
