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Home Care Package Stakeholders

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Who is a stakeholder?

Anyone who is involved in the care of a person receiving a home care package is a stakeholder. This can be the client, a representative for the client, an advocate for the client, support workers etc.

Here is a list of stakeholders as defined by the Government:

Stakeholder Role
Consumer/Client The person who has been assigned a Home Care Package. The Government use the term "Consumer" to define anyone who has been awarded a home care package.
Carer (Informal) Anyone who is voluntarily taking care of the client. There is an important distinction that is recognised by the Government between a paid carer (a support worker) and an informal carer.
Informal carers can be anyone like a family member, a neighbour or even a friend who in some way helps the client. Help can be anything from help cleaning the house, help with shopping, showering, cooking meals etc.
Nominated Representative A nominated representative is someone the client (if in sound mind) has given permission to:
  • give information on behalf of the client (give information to a Government official, to the package provider etc)
  • receive information on behalf of the client
Other points to be noted in regards to a nominated representative:
  • if the client is not in sound mind then a Civil and Administrative Tribunal may nominate an authorised representative on behalf of the client
  • can be a family member, friend, neighbour or anyone the client has decided to nominate. However, there are some boundaries. For example paid support worker may not be a nominated representative as this may lead to a situation where the support worker may abuse their authority to increase the number of hours of service they provide
  • the client (if in sound mind) may "un-nominate" a representative at any time by letting My Aged Care and their Package Provider know
  • Representatives cannot be paid from the home care package funds for their services or time
  • Representatives must ensure that decisions are made in the best interests of the client
  • Representative can interact with My Aged Care and the Package Provider to discuss the clients goals and needs, the services that would be required to achieve the stated goals etc
My Aged Care My Aged Care is a Government funded body who are responsible for a client becoming a client, have a clients assessment conducted (for a home care package), help with finding a service provider and/or a home care package provider. My Aged Care can be reached on 1800 200 422 or via their website My Aged Care website
Aged Care Assessment Team (ACAT or ACAS in VIC) When a client gets referred to My Aged Care, they will arrange for an assessment to be done. An Assessment is done by a health professional who maybe a nurse, a GP or an Allied health professional. The ACAT assessor is responsible for determining the clients goals, their disabilities and issues the client is having in trying to remain staying in their home, rather than entering into permanent care in a residential aged care facility.
Package Providers Package Providers, like The Care List, are licensed organisations who are responsible for (below list is a sample of activities providers undertake, it is not a comprehensive list):
  • managing the funds provided by the Government for the clients care
  • assessing the clients needs, requirements etc, exactly like an ACAT team. This is a really important part of home care as it will be the clients needs and goals that will allow certain expenses to be incurred under the home care package and also forms the baseline for monitoring changes in the clients circumstances
  • re-do the assessment each time the clients condition changes (e.g. if there is an incident which required hospitalisation)
  • organise appropriate services for the client
  • ensure the support workers who deliver the services fit within the guidelines stated by the Aged Care Act
  • in the event of the client requiring medical services, ensure that the various medical services are co-ordinated to deliver the best outcomes
  • ensure there are appropriate checks in place to ensure the medical services being delivered are having the appropriate health outcomes for the client
  • resolve issues arising out of the care being delivered, with support workers, replace support workers that are not suitable to the client
  • record interactions with the clients, their representatives and act on requests in a timely and reasonable fashion
  • collect regular reports from the support workers and monitor any changes to the clients well-being. The objective is to quickly identify declining health or other well-being indicators and move quickly to prevent a worsening of the clients health
  • liaise with hospital staff, specialists, discharge staff etc. to ensure that prior to release appropriate supports are in place for when the client returns home, do necessary home modifications to enable mobility around the home
  • pay support workers, produce monthly statements on financial transactions in the clients account
  • record periods of leave when the client is away from home e.g. on a vacation or in hospital or in respite care etc
  • put in a claim with the Government monthly to receive monthly subsidies in accordance with the care delivered, the days on leave etc.
  • participate in quality audits conducted by the Aged Care Quality and Safety Commission
  • develop and implement a variety of policies and procedures to ensure the safety of the client
Department of Health This Australian Government department is responsible for overall policy, funding and administration of the aged care system
Services Australia The Australian Government Services Australia provides income assessment services to clients. This is an important step in understanding how much home care services will cost you. It also administers the payment system for Home Care Packages. This includes paying approved providers a subsidy on behalf of the Department of Health
Department of Veteran Affairs The Australian Government Department of Veterans Affairs (DVA) conducts aged care income assessments for eligible veterans, their partners and war widow(er)s who receive a relevant entitlement. Once the level of assessable income for aged care is assessed by DVA, this information is provided to the Services Australia who will advise you of the outcome of the assessment and the home care fees you may be asked to pay. DVA also provides home care services to eligible veterans and their families.
Aged Care Quality and Safety Commission The role of the Aged Care Quality and Safety Commission (Commission) is to protect and enhance the safety, health, well-being and quality of life of people receiving aged care. The Commission independently accredits, assesses and monitors aged care services subsidised by the Australian Government. The Commission also responds to feedback and complaints received about approved providers.
Support Workers These are individuals who provide a variety of services to clients to help enable them stay at home. They step into the role of providing help and support that traditionally may have been provided by family members. These also include medical and clinical help in the form of nurses who may help with wound management, medication management, health assessments, podiatrists, pyhsiotherapists or even home visiting GPs.