Managing End-of-Life Pathway services
While receiving services through the End-of-Life Pathway, an older person may need to change their care. It may be because the situation or their needs have changed. There may be concerns about the care being provided.
This page looks at what an older person can expect from their care and how they can take part in managing their services.
Managing how care is provided
An older person has choice and control over how services are delivered.
What should be expected from a provider?
A registered provider is responsible for ensuring older people receive safe, effective quality care and services.
They are expected:
- To respect an older person’s rights, goals and preferences.
Their rights are protected, no matter what type of care they receive and where they receive it. This is outlined in the Statement of Rights. - To provide coordinated, safe, effective and quality services under the Aged Care Quality Standards
The Aged Care Quality Standards are designed to improve care outcomes and set clear expectations for providers in delivering quality aged care for older people. Registered providers of government-funded aged care are required to meet the Quality Standards. This includes an older person’s needs, goals and preferences for palliative and end-of-life care. Their dignity must be respected, and they must have access to the care they need. The older person, their families and carers must be informed and supported during this time. Read more about the Aged Care Quality Standards.
Changes to your needs and situation
If circumstances change, changes can be made to the aged care services that are provided.
What if staying at home is no longer suitable or preferred?
If an older person needs to move to an aged care home, hospital, palliative care unit or hospice, they can stop receiving services. Talk to their care partner and discuss the details. They will provide support throughout the move to ensure the best care possible is provided during the transfer.
What if the pathway is no longer needed?
If circumstances change and services are no longer required under the End-of-Life Pathway, a provider can request an urgent review of the support plan. Ongoing services through the Support at Home program might be accessed.
What if the funding period finishes?
The End-of-Life Pathway can only be used once for 12 weeks. If there is funding left, it can be continued to be used for an additional 4 weeks (16 weeks total). If care is needed beyond this time, Support at Home ongoing services can be accessed. The provider can request a high-priority support plan review to enable this.
Caring for someone receiving end-of-life care
Caring for someone at this stage of life can take many forms. You may be supporting their physical comfort, their emotional and spiritual needs, or taking on practical tasks around the house. You might have an official supporter role or be involved in a combination or all of these. No matter how you’re contributing as a carer, support is available.
If the person you’re caring for passes away, you will need to let their aged care provider know. They can then take the necessary steps and advise Services Australia and My Aged Care.
What if there is a complaint?
If there is a concern about the quality of the care being received, raising the concern or making a complaint is an option. Doing this will not affect support services. Discuss the issue with the provider first, as it may be something they can resolve.
Making a complaint can:
- fix a problem right away
- improve the care provided
- help other people with the same issue.
The Older Persons Advocacy Network (OPAN) offers free, independent aged care advocacy to support someone to talk with a provider about the support being provided. Advocates can also help understand a person’s rights and explore options. Learn more about the support OPAN can offer or call their Aged Care Advocacy Line on 1800 700 600.
If talking to an aged care provider doesn’t fix the issue, the complaint can be escalated to the Aged Care Quality and Safety Commission.
Find out more about raising complaints and concerns.