There are three ways to refer a patient to My Aged Care. You will need your patient's consent before providing information on their behalf.
My Aged Care is the entry point for older Australians to access aged care. Health professionals play a key role in supporting patients to access these services. If you believe your patient may need aged care services, you can make a referral.
For patients who need health-related support, such as after a hospital stay or due to a sudden change in their health status, more appropriate health specific services may be available through post-acute care, state or privately funded rehabilitation. Aged care services are not substitutes for early intervention, rehabilitation or sub-acute programs provided under the health system.
If you believe your patient is already receiving aged care services, you can call My Aged Care on 1800 200 422 to find out more information before you decide to make a referral. You will need your patient’s consent, or that of their legal representative, to obtain this information.
How to make a referral to My Aged Care
- Use the Make a referral form on the My Aged Care website - this is the quickest and easiest way to make a referral.
- If all relevant information is included in the referral, it will be sent directly to an assessment organisation without the need for the My Aged Care contact centre to contact your patient.
- You can attach documents to the referral form e.g. GP letters, specialist advice.
- Information entered in the form populates a client record. This is then used to support the patient’s assessment.
- Keep the confirmation number you receive after submitting the form – you can use this to follow-up on the referral.
- Call the My Aged Care contact centre on 1800 200 422.
- If you are able to provide the contact centre with all relevant information, a referral will be sent directly to an assessment organisation without the need for the My Aged Care contact centre to call your patient.
- The patient does not have to be present for you to make a phone referral, but you must have their consent.
- You can ask the client to call My Aged Care.
- If you are from a hospital, please use the My Aged Care Hospital Referral Form - Fax.
- If you are a GP or a health professional based in the community, please use the My Aged Care Community Health Professional and GP Referral Form – Fax.
- If all relevant information is included in the referral, it will be sent directly to an assessment organisation without the need for the My Aged Care contact centre to call your patient.
- Fax the completed form to the My Aged Care contact centre on 1800 728 174.
- Fax only one referral form at a time.
- My Aged Care does not confirm or acknowledge receipt of fax referrals.
Providing your contact details is important as My Aged Care may contact you if additional information is needed about your patient.
Your patient cannot be referred for an aged care assessment or for services unless the correct information is provided. Personal information and documents are retained securely within the My Aged Care system.
What happens after a referral
If a completed referral is received by My Aged Care, the information can be sent directly to an assessor who will then call your patient to discuss and organise an assessment. Make sure your patient is aware that they may be contacted by My Aged Care or an assessor.
If the referral is incomplete or faxed information is illegible, My Aged Care will contact you to confirm the information provided.
If a fax referral is not made using the My Aged Care fax template, the My Aged Care contact centre will contact you to get additional information and talk about the support your patient needs. After that conversation, the patient/client will be referred to a Regional Assessment Service (RAS) or Aged Care Assessment Team (ACAT) for an assessment.
Read about the assessment process.
Following up on referrals
You can follow up on your referrals by calling the My Aged Care contact centre. You’ll need:
- the confirmation number – if you made the referral online
- your details and the patient’s details – if you made the referral by fax.
If you’ve made the referral by fax, please wait at least 2 business days after submitting the referral to ensure that processing has started.
When you call to follow up a referral the contact centre can give you the following information:
- if a referral has been made to an assessment organisation
- the type of assessment
- the name and contact details of the assessment organisation
- if the patient has been referred for services including the type of services and if accepted by a provider
- if the client has existing aged care approvals in place
- if the referral you made has been closed including the reason for closure.
A health professional colleague is also able to call My Aged Care for this information. They will need to be from your organisation and provide the same information about the client and the referral including your name as the original referrer.
Contact My Aged Care for patient aged care information
If you believe your patient is receiving aged care services and you would like to find out more information before making a referral to My Aged Care, you can call the contact centre.
The contact centre will ask for your details and that of your patient before passing on the same information as for health professionals following up on a referral (see above).
Hospitals can refer patients who require a comprehensive assessment directly to their local Aged Care Assessment Team.
Accessing urgent services
Health professionals can also make referrals directly to service providers for urgent access to Commonwealth Home Support Programme (CHSP) services. This applies where there is an identified need for an immediate health or safety intervention based on a client’s current circumstances. Direct to service referrals are only for:
- personal care
Resources for health professionals
There are fact sheets, videos, and guidance material about referrals available on the Department of Health website, including:
Read more about aged care programs including eligibility and guidelines for:
- Commonwealth Home Support Programme (CHSP)
- Home Care Packages Program
- Residential aged care homes (nursing homes)
- Flexible care (National Aboriginal and Torres Strait Islander flexible aged care, Transition care, Short-term restorative care and Multi-purpose services).
Free materials such as My Aged Care brochures can be ordered via the department through National Mail and Marketing.