Manage your aged care home services

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Your aged care home is responsible for ensuring you receive quality care and services. Their key responsibilities to you are:

  • To respect your rights
    Your rights are protected, no matter what type of care you receive and where you receive it. Your rights are outlined in the Charter of Aged Care Rights.

  • To provide you with quality services
    Your provider must provide care that complies with the Aged Care Quality Standards. The standards reflect the level of care and services you can expect from your provider. Read more about the Aged Care Quality Standards.

  • To regularly review your care plan 
    Your aged care home will regularly review your care and services to make sure they continue to meet your needs. This is known as ‘ageing in place’. This allows you to stay in your aged care home if/when your care needs change.

Can I take time away from the aged care home?

Yes. If you want to go on holiday, stay with a relative for a night or two, or need to go into hospital, you can take time away. To do this you should: 

  1. Tell your home that you are planning on taking leave and let them know the date you’ll be away.
  2. Ask them how this affects your fees while you’re away.

Spending nights away from the aged care home for personal reasons is called social leave. If you take social leave, you will still have to pay your fees and accommodation costs. You can take up to 52 nights of social leave per financial year. Enough for a holiday away, or spending weekends with your family.

If you take more than 52 nights away, your home can ask you to pay more on top of your usual fees and accommodation costs. Talk to your provider to find out more.

Up to seven days of social leave can be used as pre-entry leave. This is designed to give you time to make arrangements before you move into your aged care home. It can be accessed when you first enter care, or if you transfer homes. You may be asked to pay the basic daily fee during this time, but you won’t need to pay for care or accommodation.

You can take unlimited leave if you need to go into hospital. You will need to continue to pay your fees and accommodation costs during this time, and cannot be asked to pay more while you are in hospital. Your means-tested care fee could be reduced though if your stay is for 30 days or more.

You can take temporary leave from your aged care home during a situation declared an emergency by the Australian Government. This could include a disaster (natural or otherwise), pandemic or epidemic. It does not apply to personal emergencies.

Whether you are eligible for this leave depends on the following factors (determined by the government):

  • that an emergency exists
  • the specific region/area that is impacted
  • the duration of the emergency.

How does it work? 
Emergency Leave allows you to spend time away from your aged care home without losing your place. The Australian Government continues to pay subsidies to the aged care provider for the duration of your leave.

You will still need to pay your usual fees and accommodation costs. However, you cannot be charged any new fees to reserve your place at the home. Talk to your provider to make sure that you take the right type of leave and that the correct fees are paid.

What happens if my needs change?

If your needs change or you require extra care, you should speak to the manager of your home. They will review your care plan and make sure you’re receiving the level of care you need. If they are unable to provide the care you need, or you need specialised care, you may need to change providers. 

Can I change rooms?

Yes, provided there is a suitable room available. You should speak to the manager of your aged care home to discuss your options. Your home must consider your request, even if it’s not possible to offer you another room right away. 

If you do change rooms, the Accommodation Agreement must be changed before the move occurs to specify the new room and price. The cost may change, for example, if you choose to move from a shared room to a single room.

What if the home asks me to change rooms?

In some circumstances, you can be moved to another room without asking for the change. This can happen for a few reasons, for instance:

  • if it is necessary for genuine medical reasons
  • if your room in the home changes to an 'extra service room' and you choose not to pay the extra service fee
  • if there are repairs or improvements taking place in the aged care home
  • if you agree to a room price you are not eligible to pay – as per your accommodation agreement and means assessment.

If you have any concerns about being asked to change rooms or how your move is being handled, talk to the manager at your home in the first instance.

Can I move aged care homes?

Yes. You can move to another home as long as you have been offered a place there. This may be because you want to move closer to family and friends, or a preferred home has become available.

Talk to your current home about their moving processes. 

What happens if I paid a lump sum?

Any lump sum you paid is refundable, but how it works depends on the date you entered an aged care home.  

  • Pre-1 July 2014
    Your accommodation bond may be transferred directly to your new care aged home. You can also elect to enter the new home under the post 1 July 2014 fee arrangements. Your intended aged care provider must give you information on this before you enter the new home.

    Read more about aged care costs if you entered care before 1 July 2014.
     
  • Post-1 July 2014
    Your accommodation deposit will be refunded to you after you leave. You will then need to agree to another accommodation agreement with your new aged care home. This must be provided to you before you move and agreed within 28 days, but you must agree a room price before you enter.

Can my aged care home ask me to leave?

Once you are permanently living in an aged care home, your place is secure and you should be able to stay there for as long as the provider is able to care for you. This is called Security of Tenure. However, there are times when you may be asked to leave the aged care home.

For instance:

  • The home is closing
  • The home can no longer provide you with a suitable level of care and accommodation
  • You no longer need the care the home provides
  • Your fees are more than 42 days overdue, for reasons within your control
  • You cause serious damage to the facility or another person
  • You’re away for more than seven days (not counting authorised leave or emergencies).

You will have 14 days notice in writing if you have to move. No matter the reason, you cannot be asked to move until a suitable alternative that meets your needs and is affordable to you is available. If you have any concerns about being asked to leave, talk to the manager of your home in the first instance.

What if I have a complaint?

If you are unhappy with any aspect of the care or services you receive, there are two ways you can make a complaint:

Talk to your home first to see if they can help. They are there to support you, listen to your concerns, and take necessary action.

Sometimes, complaints can’t be resolved by your aged care home. Alternatively, you may not feel comfortable raising your concerns with them. In such cases, you have the right to contact the Aged Care Quality and Safety Commission. For more information, visit our Complaints page.

Advocacy 

At any time you can get help from an advocate from the National Aged Care Advocacy Program, which is delivered by the Older Persons Advocacy Network (OPAN). An advocate can help you by: 

  • listening to your concerns
  • giving you information
  • speaking up for you

Read more on the National Aged Care Advocacy Program on our advocacy page, or visit the OPAN website.

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