Managing your Commonwealth Home Support Program services
While you receive services through the Commonwealth Home Support Program (CHSP) you may need to make changes to your care. It may be due to a change in your situation or needs, or because you need a different provider.
This page looks at what you should expect from your care and how to manage your services.
On this page
Changes to your needs and situation
If your needs, situation, or something else in your life changes, there are steps you can take.
What if my needs change or I need to add services?
Your care needs may change over time. While you and your provider should review your care and services plan every 12 months, you may need to do it sooner. If needed, you can change your services to better suit you.
If you notice that your care needs change:
- Talk to your provider first and ask for a review of your care and services plan.
You may need a different combination of the services you are currently receiving to meet your new needs. Your provider will work with you to review your care and services plan.
- Call My Aged Care for a reassessment.
If you require different services, you will need a new assessment. Call My Aged Care on 1800 200 422. Find out more about getting reassessed.
What if I need to take a break?
You can take time off from your services to:
- go into hospital
- receive transition care or residential respite
- do something social, like a short holiday
- stay with family and friends during an unexpected event.
If you’re going away, you should call your provider to let them know. This doesn’t have to be in writing, but your provider needs to know the dates you’ll be away. Contacting them ensures you’re not charged for services during that time.
If your break is only temporary, you won’t need a new assessment to resume services. If you’re not sure how long you will be away, let your provider know your plans and keep them updated.
Hospital leave
After a hospital stay, you may find that your care needs have changed. This may be temporary while you recover, or your needs may have changed permanently.
Transition care provides short-term support after a hospital stay.
What if I no longer need support?
If you find that you no longer need support, you can stop receiving services. Give your provider some warning to make sure they know you don’t need their help any longer. There are no exit fees, and you can choose to stop receiving services at any time.
Moving from CHSP to Support at Home
If you need more ongoing care and support than CHSP can provide, you may need to move to the Support at Home program, which can provide services to cater to more complex care needs. Talk to your provider about whether you need to be reassessed or call My Aged Care on 1800 200 422.
Managing how your care is provided
You also have choice and control with how your services are delivered.
What should I expect from my provider?
Your service provider is responsible for ensuring you receive quality care and services. They are expected:
- 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 Statement of Rights. - To provide you with, safe, quality, effective and person-centred care and services
We have strengthened Quality Standards to define what quality care looks like, supporting you to live your best life. Your provider must meet the standards and involve you in decision-making about your care needs. Read more about the Aged Care Quality Standards. - To provide services that meet your needs
Your provider will arrange a service agreement with you which outlines your services, contact details and the contribution you need to pay. Your provider will review your services every 12 months to make sure they continue to meet your needs. If your care needs change significantly, your service provider should refer you to My Aged Care for another assessment.
Can I change providers?
Sometimes you may need to change providers, such as if you’re moving house. But changing can also be a choice. If you’re looking for a better fit, you may want to change to a provider, or providers, that better suits you. You can do this at any time, and they must support you to change.
Whatever the reason, you should first talk to your current service provider(s). You can also contact My Aged Care directly.
If your care needs have changed, you may need to have another assessment.
What if I have a complaint?
If you’re concerned about the quality of the care you are receiving, you have the right to raise your concern or make a complaint. Doing this will not affect your support services. Discuss the issue with your provider first, as it may be something they can resolve.
Making a complaint can:
- fix a problem right away
- improve your care
- help other people with the same issue.
If the provider cannot resolve your complaints, or you don’t feel comfortable raising your concerns with them, there are other options.
The Older Persons Advocacy Network (OPAN) offers free, independent aged care advocacy to support you to talk with your provider about your needs. Advocates can also help you understand your rights and explore your options. Learn more about the support OPAN can offer or call their Aged Care Advocacy Line on 1800 700 600.
If talking to your aged care provider doesn’t fix the issue, you can escalate the complaint to the Aged Care Quality and Safety Commission.
Find out more about raising complaints and concerns.