Once you’ve been approved for services under the Commonwealth Home Support Program (CHSP), the next step is to connect with an aged care provider in your local area that offers the support you need.
This page outlines the key steps to find and connect with the right provider for your situation.
Step 1 – Check your assessment
Before connecting with a provider, it’s important to have first been assessed and approved for aged care services. If you were approved, you will have received a Notice of Decision letter and support plan outlining your approved Commonwealth Home Support Program services.
It’s helpful to have this information on hand when searching for a provider to make sure they can offer the services you have been approved for.
Every provider is different. It’s good to compare what is available to determine the best match for you.
You can use the filters in Find a providerto help you find local services that best match your needs, starting with your location and the services you’ve been approved for.
When you find potential providers using the tool, you can shortlist them to save them in My Guide. You can then compare your shortlisted providers side by side to find your best option.
Below are some of the things you may wish to consider when comparing and choosing a provider. All of this information can be found within Find a provider.
Providers may offer one or more services, including:
transport to appointments and activities
domestic help (e.g. house cleaning, washing clothes)
personal care (e.g. help with showering or dressing)
home maintenance (e.g. changing light bulbs, gardening)
meals, help with food preparation and cooking skills
nursing (e.g. wound care, help with medications)
allied health (e.g. podiatry, physiotherapy, occupational therapy)
social support (e.g. accompanied activities, group excursions)
respite (care for you while your carer takes a break).
Some providers may offer the services you need but not have them currently available. They may offer a waitlist if their services aren’t available right now. People with the highest level of need are offered services first.
You can check a provider's service offering and availability on their profile in Find a provider, or contact them directly to find out more.
Costs for a service will vary depending on a range of factors, so it’s worth comparing what’s on offer.
You may wish to consider:
your contribution payments
what's included in the services
cost differences between service times, such as weekdays and weekends
whether the provider delivers the service themselves, or subcontracts another company.
Knowing that a provider has the experience and skills to tailor their services to your individual needs will ensure you find the right people to help you.
Some providers are verified to offer specialised care that cater for specific health conditions, backgrounds, communities and cultures.
Some providers may also report offering support for different languages or faiths.
These can be included in your search using Find a provider to narrow down your list.
Step 3 – Contact providers
Once you have a shortlist of providers, it’s a good idea to contact them. Talking to them gives you the chance to ask questions, and helps you understand what to expect. At this stage, you don’t have to commit to a provider. You can choose not to go with a provider for any reason.
Before meeting with a provider, it’s helpful to have a good understanding of your needs, goals and preferences. This will help you in the discussion to work out if they are a good fit for you. The services you need will be outlined in your Notice of Decision letter and support plan – take some time to learn more about what these services include.
It can also be helpful to write out any questions you plan to ask. This could be about their organisation, service offering and availability, costs and quality.
To help with the conversation, you may wish to bring a copy of your:
Notice of Decision letter
support plan
list of questions for the provider.
There can be a lot of information to take in at your meeting with a provider, so bringing a family member, friend or carer with you to an appointment can be helpful. You always have a right to support, so feel free to include someone close to you or ask for advocacy support.
Discuss how your family can be included in your decision making and how the provider will include your family member or carer in your care plan.
Step 4 – Choose your provider
After you’re comfortable with a provider and decide to access their services, give them the referral code you received in your Notice of Decision letter. If you have multiple service referral codes, check if one organisation can provide all your services. Some providers specialise in a single service like transport, where others offer multiple.
The provider will then develop a service agreement and a care and services plan with you. The plans will include costs, contact details, service review dates, how to make changes, the schedule of services and when they start. Providers will give you the relevant documents to sign before your services commence.
