After your assessment you’ll receive an assessment outcome letter (sometimes called a ‘Notice of Decision’). If you’re eligible for services, you’ll also get a support plan that outlines the services available to you.
Your eligibility determines the next steps you’ll need to take to start receiving support.
Assessment outcome – next steps
Your next steps depend on the information you have received from your assessor and the type of services you are eligible for. You may have received your assessment outcome letter and support plan, or you may still be waiting for them.
You may also want to give feedback, request a review or make a complaint if you’re not satisfied with your assessment outcome. Find out what to do next depending on your current situation
I received my assessment outcome and support plan in a letter
Your assessment outcome and support plan and will also include the information you need to access these services.
For detailed next steps, select the program below that is listed in your support plan:
- Commonwealth Home Support Program
- Support at Home (including ongoing home support, Restorative care, End-of-Life Pathway and AT-HM Scheme)
- Aged care home (ongoing residential aged care)
- Residential respite care (short-term residential aged care)
- Transition care
- National Aboriginal and Torres Strait Islander Flexible Aged Care Program
- Multipurpose Services Program
I haven’t received my assessment outcome and support plan
After your assessment, the assessment organisation will review your information to determine if you are eligible for services. This can take up to 2 weeks, depending on the needs identified in your assessment.
Waiting for an answer can be a concerning time. There are support options if you are wondering who to talk to or if you need urgent care.
- You can check the progress of your assessment by logging into your My Aged Care Online Account or calling My Aged Care on 1800 200 422
- If you are an older Aboriginal and Torres Strait Islander person, an Elder Care Support worker could help with each step of the assessment process and throughout your aged care journey. Find out more about Elder Care Support.
- If you need emergency respite care in your home or in the community, contact the Carer Gateway on 1800 422 737.
Have your circumstances changed since your assessment, or do you need help while you’re waiting on your assessment?
I’ve been assessed as not eligible
If you aren’t eligible for government funded aged care, you will receive a letter from your assessment organisation explaining why.
There are other options available.
- If you’re not eligible for services, you may want to consider aged care providers that aren't government-funded.
- If you are under 65 years old, you may want to explore your eligibility with the National Disability and Insurance Scheme (NDIS). You can do this through an NDIS Access Request. Call NDIS on 1800 800 110 (toll-free) for more information.
If you have any questions about the assessment process, including the decision:
- Discuss your concerns with your assessment organisation. You can find their details in your assessment outcome letter. You can have a friend, relative or other support help with this if you wish.
- Request a review of the decision, free of charge. If you do not agree with the decisions made in your assessment outcome, you can write a letter to the System Governor at the Department of Health, Disability and Ageing to ask them to review the decision(s). Information about how to do this is included in your assessment outcome letter. You can also find out more information on the Contact us page.
Some people decide to use fee-paying services. If you decide to use a fee-paying service, we’ve put together some tips and recommendations to keep in mind. Learn more about fee-paying services.
I’d like to provide feedback or make a complaint about my assessment outcome
If you would like to give feedback or have concerns about your assessment process, or don’t agree with your assessment outcome, find out how to make a complaint.
How to track your assessment progress and documents
You can view your aged care information and check the progress of your assessment by logging into your My Aged Care Online Account. You can find your:
- support plan
- assessment result letters
- aged care service referral details.
Note: If you told your assessor that you want your support plan available in your My Health Record, you and your doctors will be able to see it there. You can change your mind at any time by calling My Aged Care on 1800 200 422 and requesting for it to be shared or removed.
If you are an older Aboriginal and Torres Strait Islander person, an Elder Care Support worker could help you track the progress of your assessment and understand information you receive.