Welcome to the My Aged Care video that provides
an overview of the end to end client journey
within My Aged Care.
This video provides an introduction to the
different aged care workforces that are
involved in each step of the client journey.
My Aged Care is focused on providing a single source
of information about Commonwealth subsidised
aged care, to make navigating aged care
simple and easy.
My Aged Care is comprised of a website,
www.myagedcare.gov.au, and a contact centre,
1800 200 422.
If someone needs help talking to My Aged Care,
for example due to language barriers or a
hearing impairment, there are services to support them.
In this video, we will follow the story of Judy.
Judy's arthritis has been getting worse, and she is
finding it harder to do her normal tasks around the house.
A friend suggests she contacts My Aged Care to
find out more about what help is available.
Before Judy can access government funded
aged care services, she must be registered with
My Aged Care.
This registration process most commonly occurs
through a phone call to the My Aged Care contact centre.
The registration process can also be undertaken by an
assessor where a face to face setting is more appropriate,
or through the online web referral form
available on the My Aged Care website.
The My Aged Care web referral form may be completed
by a health professional, an aged care assessor,
or a friend, family or other interested party.
Through the registration process, the contact centre
agent creates a client record for Judy which has
key information such as her name, date of birth,
Medicare number and contact information.
Importantly, Judy's consent must be provided in order
for her to be registered and have a client record
created within My Aged Care.
Judy's client record will show her interactions
with My Aged Care.
This information is appropriately shared with
the My Aged Care workforce to reduce the number of
times she needs to retell her story.
Judy mentions that she doesn't always hear the phone,
so the contact centre agent asks whether
she would like to nominate a My Aged Care
representative who can speak to My Aged Care on her behalf.
Judy nominates her son Paul, who also provides
consent to become his mum's representative in My Aged Care.
Once registered, Judy and her son can view her
information on the My Aged Care client portal,
which is accessed through her myGov account.
The next step on Judy's journey is screening.
The My Aged Care contact centre staff asks Judy
a series of questions to better understand what her
care needs are, for example any supports that she is
currently receiving, how she is managing with activities
around the home, and any health concerns she has.
The information she provides is entered into
the National Screening and Assessment Form,
more commonly referred to as the NSAF.
These questions help the contact centre agent to
determine the best pathway for Judy and whether
a formal assessment is required.
The My Aged Care assessment builds on the information
collected by the contact centre in the screening process.
If a client has an urgent need for services,
they may be directly referred to services before an
assessment takes place.
The contact centre asks for Judy's consent before
a referral for assessment is issued.
The next step is the assessment process.
The assessment organisation receives the referral for
assessment and reviews the information in
Judy's client record.
Kate from the assessment organisation calls Judy to
arrange a convenient time to come to her home and
discuss her care needs in further detail.
Kate also asks if there is anyone else that Judy would
like to be present for the assessment.
Judy organises for her son to be there for support.
Based on the assessment, Kate the assessor will
determine the Commonwealth subsidised aged care
services Judy is eligible for.
Kate also works with Judy to develop a support plan
which identifies Judy's goals and needs to help to
regain some of her independence.
Depending on the type of care Judy is approved for,
she may have to wait before she can access services.
Judy has already done some research online and talked
with her friends to come up with a list of providers
in her local area.
Kate the assessor or the contact centre can then
issue a referral for service to a service provider.
The referral may be to an individual provider if Judy
has a specific preference, a broadcast referral to
a number of providers in Judy's area, or a referral
code which Judy can then use to approach different
service providers herself.
The next step is for the service provider to action
the referral, and if appropriate start to
deliver the required services.
Once a referral is issued to a provider, they will
review to make sure they are able to provide care
and services to meet Judy's needs.
If they are able to help, they can accept the referral.
If a provider is not able to provide the required services,
they may reject the referral and include
a reason for this decision.
Once a provider has agreed to provide services and
accepted the referral, they should update Judy's client
record with the information about the services that
will be delivered.
This service delivery information outlines the
frequency and intensity of services being provided to Judy.
Judy's needs and circumstances may change
over time, which should prompt the need for a
review of her support plan.
If a reassessment by an assessor is required,
a request for a support plan review can be initiated by
Judy or her son as her My Aged Care representative
through the contact centre, an assessor as part of
a scheduled review, or by Judy's service provider.
That concludes the video on the end to end client
journey within My Aged Care.
If you would like more information, you can visit
the My Aged Care website or call
the My Aged Care contact centre.