I’m helping my parent with their Commonwealth Home Support Programme services, but their needs are changing. How can we manage these services or change providers if needed?
It’s completely understandable that your parent’s needs might change over time, and it’s essential that their services adapt to these changes. Here’s a guide on how to manage or modify their Commonwealth Home Support Programme (CHSP) services so they continue to receive the right care and support.
What Your Service Provider Is Responsible For
Your CHSP provider is expected to:
- Respect Your Parent’s Rights:
- Their rights are protected by the Charter of Aged Care Rights, ensuring they are treated with dignity and respect, regardless of the care setting.
- Provide Quality Services:
- Services must comply with the Aged Care Quality Standards, which outline the level of care your parent should receive.
- Review the Care Plan Regularly:
- Your provider should review your parent’s services every 12 months to ensure they still meet their needs. If their needs change significantly, the provider should refer you to My Aged Care for a new assessment.
What to Do If Your Parent’s Needs Change
If you feel the current services no longer meet your parent’s needs, here’s what to do:
- Talk to the Service Provider First:
- Discuss the changes you’ve noticed and explore potential adjustments to the care plan.
- Contact My Aged Care:
- If more, fewer, or different services are needed, you may require a new assessment through My Aged Care to update the care plan.
- Stopping Services:
- If your parent no longer needs support, you can stop the services at any time. There are no exit fees, but it’s considerate to give the provider notice.
Taking a Break from Services
Your parent can temporarily pause services for reasons such as:
- A hospital stay (including transition care)
- Holidays or time spent with family
What to Do:
- Notify the provider about the dates of the leave, even if you’re unsure of the exact return date.
- This ensures your parent isn’t charged for services while they’re away.
- When they’re ready to resume services, they won’t need a new assessment if the break was temporary.
Changing Providers
You may decide to change providers due to reasons such as:
- Moving house to a new area
- Changing care needs that the current provider cannot meet
Steps to Change Providers:
- Talk to the Current Provider:
- Discuss the reasons for the change and see if they can address your concerns.
- Contact My Aged Care:
- If needed, My Aged Care can help facilitate the transition to a new provider.
- New Assessment:
- If your parent’s needs have changed, you may require another assessment before switching providers.
Handling Complaints and Concerns
If you have concerns about the care being provided:
- Speak to the Service Provider First:
- Many issues can be resolved directly by discussing them with the provider.
- Escalate the Concern:
- If the issue isn’t resolved or you’re uncomfortable discussing it with the provider, contact the Older Persons Advocacy Network (OPAN) for free advocacy support.
- Make a Formal Complaint:
- You can lodge a complaint with the Aged Care Quality and Safety Commission if needed.
Learn more about raising complaints and concerns.
Final Thoughts
Managing your parent’s CHSP services can seem daunting, but by staying informed and maintaining open communication with the provider, you can ensure they receive the care and support they need. Remember, help is available every step of the way, whether through My Aged Care, advocacy services, or government resources.
