Frequently Asked Questions – Home Care

Resthaven’s Community Services are Australian Government-funded home support or home care designed to help you to live independently in your own home as you get older.

Initially, you may need some basic help in your home to help you to maintain your independence.
You could also need aids and equipment to help you with daily living. You might need therapy services that can help you with maintaining wellness, management of chronic conditions and rehabilitation.

If you become more frail, you might need help with tasks like dressing or preparing meals, or you may need some nursing care to stay living in your own home.

Resthaven’s home support and home care services are designed with the aim of meeting your changing needs over time.

If you need an interpreter, all you need to do is ask a Resthaven staff member. Use of an appropriately qualified, accredited interpreter can be arranged with the Translating and Interpreting Service (TIS) on 131 450.

Anyone can refer themselves to Resthaven home support or home care services. You or a family member or friend can make your own referral. Of course, your GP or another health professional can also help you with referral. Call Resthaven on 1300 13 66 33.

All access to Australian Government-funded home support or home care services, including access to Resthaven’s government-funded services, apart from some services to Australian veterans, is channelled through MyAgedCare. Call Resthaven on 1300 13 66 33 and we’ll help you with a MyAgedCare referral.

Resthaven provides a user-pays, fee-for-service basis through Resthaven’s Lifestyle Choices Plus. Services are provided to the same high quality and exacting Aged Care Standards as Resthaven’s accredited government-funded services. Call Resthaven on 1300 13 66 33 to talk to us about Lifestyle Choices Plus.

MyAgedCare, sometimes referred to as MAC, is the Australian Government’s common gateway to Australian Government-funded aged care services.

If you want to take up Australian-Government funded home support or home care services you need to contact MyAgedCare by calling 1800 200 422 or visiting the MyAgedCare website www.myagedcare.gov.au

All access to Australian Government-funded home support or home care services, apart from some services to Australian veterans, is channelled through My Aged Care. This includes all access to Resthaven’s Australian Government-funded services.

Resthaven is able to help you make contact with My Aged Care. Call Resthaven on 1300 13 66 33 and we’ll assist you with a referral to My Aged Care.

Your level of need for community programs such as the Commonwealth Home Support Programme (CHSP) or Home Care Packages will be determined by an assessment undertaken by an independent My Aged Care Regional Assessment Service (RAS) or Aged Care Assessment Team (ACAT).

Resthaven provides services directly to people who may be ineligible for or choose not to use Australian Government-funded services. These services are provided on a user-pays, fee-for-service basis through Resthaven’s Lifestyle Choices Plus.

Resthaven’s Lifestyle Choices Plus are provided to exactly the same high quality and exacting standards as Resthaven’s fully Australian Aged Care Quality Agency-accredited government funded services.

Call Resthaven on 1300 13 66 33 to find out more about Resthaven’s fee-for-service Lifestyle Choices Plus.

Community Services such as home care, are based on a fee for service. The amount you need to contribute depends on your income and the number of services you require.

These services are partly funded by the Australian Government. Costs will vary, but are designed to be affordable.

Click here to visit the Financial Information page

Fees for Home Care Package services are set by the Australian Government and are revised twice annually. Clients of Home Care Packages may be required to pay the Basic Daily Fee.

If your income is more than the basic age pension you will be required to pay an additional Income Tested Fee (ITF) for Home Care Package services. This ITF is calculated three-monthly by Centrelink, based on your income and is advised to you by Centrelink.

Fees for Commonwealth Home Support Programme (CHSP) services are set by Resthaven annually and are advised to all clients of the CHSP.

Costs for services through the Commonwealth Home Support Programme and the Home Care Packages are explained on the My Aged Care website – Help at home

To apply, call Resthaven Community Services now on 1300 13 66 33.

Fees are payable by Resthaven Community Services clients and are set by the Australian Government or by Resthaven.

If a person feels that their circumstances mean that they will be unable to pay the full set fee, this may be discussed with a Resthaven representative.

People who feel that they will be unable to afford the payment of fees for a Home Care Package may apply to Centrelink for Financial Hardship Assistance. Financial hardship assistance is available for the Basic Daily Fee and/or the Income Tested Fee (ITF) for people who started receiving a Home Care Package on or after 1 July 2014.

Assistance that is available to people who feel they can’t afford to pay fees is outlined on the My Aged Care website – What if I can’t afford to pay?

Yes, you can choose Resthaven as the organisation that you want to provide your services. When you make contact with MyAgedCare by phone on 1800 200 422, you will be asked questions that establish your eligibility to received Australian Government-funded services, you will also be able to advise call centre staff or an assessor if you have a preference for which organisation you want to provide your services. You have a right to make this preference known.

We ask you to note that access to Resthaven services may be constrained by the availability of given services in your area.

If you have a preference to use Resthaven to provide you with services but there is a waiting list, Resthaven provides services on a user-pays, fee-for-service basis through Resthaven’s Lifestyle Choices Plus. You may use these services in the interim while you wait for subsidised service to become available at Resthaven.

Resthaven’s Lifestyle Choices Plus are provided to exactly the same high quality and exacting standards as Resthaven’s fully Australian Aged Care Quality Agency-accredited government funded services.

Call Resthaven on 1300 13 66 33 to find out more about Resthaven’s fee-for-service Lifestyle Choices Plus.

If you are not eligible for a government-funded package, you can still access these services on a full fee for service basis via our Affordable Private Services program, Lifestyle Choices Plus.

Click here to find out more about Lifestyle Choices Plus

Call Resthaven Community Services now on 1300 13 66 33 for more information.

Hours of care vary with the level of package (Level 1, 2, 3 or 4) and each person’s assessed needs. The hours of care that Resthaven provides for each individual client on a Home Care Package (HCP) is determined by their unique assessed care needs and their agreed plan of care, and the choices clients make about their services. Client choice is central to the principles of Home Care Packages, and we encourage people to choose the best mix of services for their needs.

There are two parts in the charges for HCPs: package management and care management.

Package management is defined under the Aged Care Act as covering activities such as: financial management, claiming subsidies, managing fee payments, developing individualised budgets records, statements and invoices, administering and monitoring the performance of contracts with subcontracted providers, scheduling staff, costs associated with meeting legislated reporting requirements associated with the Aged Care Act, monitoring compliance with Aged Care Standards and participating in regular external assessments to determine if we are meeting the Aged Care Standards. Resthaven’s package management fees align with Australian Government legislation regarding HCP charges.

Care management is listed in the Aged Care Act as a required service, rather than an administrative process. It is a form of direct care that includes coordinating care and services, developing and reviewing care plans and the outcomes of care and services, supervising and monitoring the staff who deliver services to ensure the quality of clinical care, partnering with the other parties involved in the care of the client, for example General Practitioners or Medical Specialists, referrals to allied health and hospital care and working with clients’ nominated representatives and care partners, including family and other informal carers. Care management is largely determined by the care needs of the individual client. If the HCP is fully managed by Resthaven, the care management fee will be higher. If the HCP is self-managed, it will be lower. Resthaven’s care management fees align with Australian Government legislation regarding HCP charges.

The HCP design model is very flexible, so some providers may charge more for package management but less for care management, and vice versa. It is difficult to compare, as each provider may use funds differently.

Resthaven reviews its charges annually in line with legislation.

A RAS (pronounced razz) is a Regional Assessment Service that is part of MyAgedCare. Once you have made contact with MyAgedCare on 1800 200 422, your eligibility for services and your level of need for services will be assessed over the phone.

From there, depending on that initial telephone assessment, you might be referred for either a home support assessment, which will be conducted by a local RAS or a comprehensive assessment, an ACAT, conducted by an existing Aged Care Assessment Team (See FAQ ‘What is an ACAT?)

If you are referred to a RAS, the RAS will contact you to arrange the assessment. During the home support assessment, the RAS assessor will work with you to develop a support plan that reflects your needs, goals and preferences.

The outcome of your home support assessment may include referral to Commonwealth Home Support Programme (CHSP) services, such as transport, social support, domestic assistance, personal care, home maintenance, meals, home modification, nursing care and flexible respite services.

Find out more

An ACAT (pronounced ay-katt) is an Aged Care Assessment carried out by the Aged Care Assessment Team (ACAT). Once you have made contact with MyAgedCare on 1800 200 422, your eligibility for services and your level of need for services will be assessed over the phone.

If it is thought that you might be in need of a Home Care Package you will be referred to your local ACAT who will organise a team member, usually a nurse, social worker or other health care professional, to see you face to face. This meeting will typically be in your own home or the hospital, if you’re currently in hospital – wherever you need or prefer to be seen. In the ACAT assessment process you will be asked various questions about what activities of daily life you need help with and then a recommendation of what level of Home Care Package you need will be made. You may like to ask a family member, friend or carer to be with you during the assessment for extra support.

The ACAT is not carried out by Resthaven; the ACAT is an independent government organisation.

Consumer Directed Care (CDC) is a way of delivering Home Care Package services that gives you choice and control over the types of care and services you receive, how care is delivered and who delivers it to you.

With CDC, you have the opportunity to decide how the funds allocated to you in your Home Care Package are used. You will know what the budget allocated to your Home Care Package is, and receive a monthly statement that lets you see exactly the funds available to you, and how they are being spent on the services that you have requested.

With CDC you can design your own service plan according to your needs and preferences. Services will be tailored to assist you to maintain independence and continue to participate in activities that are important to you.

A range of care and services can be included, such as assistance with:

• Personal care
• Activities of daily living
• Nutrition, meal preparation and diet
• Support services, including help around the home
• Clinical care
• Continence management
• Mobility and dexterity
• Leisure interests and activities
• And any other appropriate support that you discuss with your Resthaven Coordinator

Resthaven offers home care services across metropolitan Adelaide, the Adelaide Hills, Murraylands, Riverland, lower Barossa and Gawler, the Limestone Coast and the Fleurieu Peninsula, so there may be a service available near you!

Find a Service near you

Call Resthaven Community Services now on 1300 13 66 33.

Waiting lists apply for home care packages and must be processed through My Aged Care.

If you have been assigned a Home Care Package, Resthaven can provide in-home services to help you stay independent.

Find out more about Resthaven’s In-Home Support Services

If you need a little support at home, or are waiting for a Home Care Package, you may be eligible to receive government subsidised support through the Commonwealth Home Support Program.

Resthaven is also a contracted Veterans’ Home Care and Home Nursing provider on behalf of the Department of Veterans’ Affairs.

Contact Resthaven Community Services on 1300 13 66 33 for more information.

Alternately, Resthaven’s services can be accessed through Lifestyle Choices Plus without any waiting times.

Learn more about Lifestyle Choices Plus

When you apply for home care through My Aged Care, you are assessed by professionals to determine the level of supportive care that is right for you.

Receiving your services from Resthaven ensures that you are connected with caring and knowledgeable coordinators, who monitor your care plan on a regular basis and adjust support as your needs change.

Call Resthaven Community Services on 1300 13 66 33 for more information.

Respite care is defined in the Aged Care Act 1997 as “residential care or flexible care (as the case requires) provided as an alternative care arrangement with the primary purpose of giving a carer or care recipient a short-term break from their usual care arrangement.”

The intention is to provide support for carers in their caring arrangement, to enable the care recipient to remain living in the community longer.

Many older people in Australia receive care from their partner, family members or friends. Caring is a challenging and demanding yet rewarding role. We recognise that carers also need care, and need to take a break from their caring role in order to manage other aspects of their lives, and look after their own health and wellbeing.

Respite care is provided in a number of settings to allow flexibility for carers and consumers.

Learn more about Respite at Resthaven

Community respite for carers of older people is available, to provide a break for the carer while providing meaningful activity and companionship for the person they care for.

Respite can be provided in the person’s home, in centre-based small groups and in Resthaven’s cottage-style overnight respite locations (accommodating between 1-4 people at a time in a suburban house). This overnight accommodation is available for a minimum of one night but also for longer periods (e.g., up to 14 nights).

Short term residential respite is available in Resthaven’s residential care homes for up to 63 days per person per year, often taken in blocks of about two weeks or more.

Visit the Support for Carers page for more information

Call Resthaven on 1300 13 66 33 to find out how you can access respite services.

If you believe a change to your services would be beneficial, contact your coordinator or Resthaven Community Services on 1300 13 66 33.

Resthaven provides services directly to people who choose not to use Australian Government-funded services. These services are provided on a user-pays, fee-for-service basis through Resthaven’s Lifestyle Choices Plus.

Resthaven’s Lifestyle Choices Plus are provided to exactly the same high quality and exacting standards as Resthaven’s fully Australian Aged Care Quality Agency-accredited government funded services.

Call Resthaven on 1300 13 66 33 to find out more about Resthaven’s fee-for-service Lifestyle Choices Plus.

Short Term Restorative Care

Available to older people living in metropolitan Adelaide and in the Murraylands, Fleurieu Peninsula, Riverland and Limestone Coast, Resthaven’s Short Term Restorative Care (STRC) Program provides services over an eight week period to improve your wellbeing and independence.

Resthaven will work alongside you and your health team to support you to identify your goals and design your plan.

Learn more about Short Term Restorative Care

Veterans’ Care

Resthaven is contracted by the Department of Veterans’ Affairs (DVA) to provide Veterans’ Home Care and Community Nursing for eligible people.

Find out more about Community Nursing provided by Resthaven on behalf of the Department of Veteran’s Affairs

There are two Australian Government-funded programs that provide support and care to older people living in Australia to help them live independently in their own homes for as long as possible.

Learn more about Home Care

These are the Commonwealth Home Support Programme (CHSP) and the Home Care Packages (HCP) Programme.

CHSP – Commonwealth Home Support Programme

The Commonwealth Home Support Programme (CHSP) helps you stay independent and in your home and community for longer. The CHSP is an entry level program for older people aged 65 years and over (or 50 years and over for Aboriginal and Torres Strait Islander people) to provide a base level of care to support you to be independent in your own home and in your community.

You can access a wide range of services such as domestic assistance; social support at home and the community, individually and in groups; support to go shopping, and health and wellness services such as podiatry, physiotherapy, occupational therapy, continence support or counselling.

The program can also support older people who have hoarding and squalor behaviours/circumstances that are providing a risk to their safety, or to their tenancy.

HCP – Home Care Package

Through individually tailored support, a Home Care Package (HCP) supports people who need assistance to remain at home.

There are four levels of HCP. Levels 1 and 2 are designed to help people with basic or low level care needs. Levels 3 and 4 help people with intermediate to high care needs.

Services are delivered using a Consumer Directed Care (CDC) approach, which gives you choice and flexibility in the way your support and care is provided. You can design your own service plan according to your needs and preferences. Services are tailored to assist you to maintain independence and continue to participate in activities that are important to you.

A range of care and services can be included, such as assistance with:

• Personal care
• Activities of daily living
• Nutrition, meal preparation and diet
• Support services, including help around the home
• Clinical care
• Continence management
• Mobility and dexterity
• Leisure interests and activities

Discover our in-home care publications

You can also make contact with Agedcare Alternatives for free help to navigate and connect to information and support for older people and their carers. Call Agedcare Alternatives on (08) 8408 4600 visit www.agedcarealternatives.net.au.

Resthaven is commissioned by the Primary Health Networks as one of the network of Care Finders in South Australia. Care Finders support vulnerable older people with limited other support networks to access information and aged care services. Resthaven’s care finder services are provided through Agedcare Alternatives.

Agedcare Alternatives can provide you with information about MyAgedCare and can support you make contact with MyAgedCare if you need that support.

Follow the information in the link below to register for aged care services.

Six steps to Aged Care Services

Simply put, the six steps are:

1. Contact Resthaven or My Aged Care

2. Provide your details

3. Explain your needs

4. Assessment details

5. Await your referral

6. We call you

Resthaven will help you with this process, call Resthaven on 1300 13 66 33 and we’ll assist you with the steps that you need to take to access a Home Care Package.

You can also make contact with Agedcare Alternatives for free help on how to access a Home Care Package. Call Agedcare Alternatives on (08) 8408 4600 or visit www.agedcarealternatives.net.au.

Agedcare Alternatives provides personalised face-to-face support to help you navigate the system and find out more about aged care services and how to access them.

Resthaven Charter of Aged Care rights

At Resthaven, we are committed to supporting and protecting the rights of our residents and clients, while recognising their responsibilities as well.

This commitment is part of our ongoing aim to deliver high-quality services that meet the needs of the people we support.

All users of Australian Government-funded aged care services have certain rights and responsibilities that are part of Australian Commonwealth Aged Care legislation. Learn about your rights as detailed in the Resthaven Charter of Aged Care rights.

View the Resthaven Charter of Aged Care Rights

The Australian Government Department of Health has developed A Charter of Aged Care Rights booklet to support understanding of the new Charter of Aged Care Rights.

This booklet is available in English, and 18 other languages.

Download the Charter of Aged Care Rights Booklet in other languages

Your Responsibilities

As outlined in your Service Agreement, Resthaven asks that you acknowledge your responsibilities as a client of aged care services.

• To respect the rights of staff to work in a safe environment, without exploitation, abuse, discrimination or harassment
• To allow safe and reasonable access for staff at the times specified in your care plan, or otherwise by agreement
• To provide reasonable notice if you do not require home care on a particular day
• To pay any fees as specified in the agreement, or to negotiate an alternative arrangement with Resthaven if any changes occur to your financial circumstances
• To accept responsibility for your own actions and choices even though some actions and choices may involve an element of risk.