02 4089 3000
02 4089 3000
02 4089 3000
02 4089 3000

Changing Home Care Package Providers

Your home care provider should put you first and prioritise your needs.

Let our friendly team find the right provider for your needs.

Home Care Assistance

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Your care.
Your choice.

We provide personalised care and support for seniors across Newcastle and Maitland

At Home Care Assistance, we’re dedicated to helping seniors age comfortably where they belong the most — at home. As a locally owned business, we offer more personalised support services for seniors with home care packages compared to larger national providers in the Newcastle region. This allows us to truly understand our clients’ unique needs, preferences and care requirements.

Many of our new clients come to us after experiencing challenges with their existing provider such as frequent service cancellations, difficulty contacting care managers and long delays in addressing concerns. These issues can leave seniors feeling unsupported when they need help the most.

As outlined in the Aged Care Charter of Rights, you have the right to choose the care you receive and make informed decisions about how you want to live.

And remember — if you’re just not feeling satisfied, that’s a valid reason to switch providers too! You don’t need to justify your choice to anyone. Your care is your choice — period.

Contact Home Care Assistance Newcastle today to discuss changing your home care package provider.

The Home Care Assistance Difference

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Dedicated Care Managers

A care manager is your central point of contact for everything related to your needs. Every client at Home Care Assistance Newcastle is paired with a dedicated care manager who personally onboards you, designs a care plan tailored to your current needs and long-term goals, and coordinates care workers and other support services. They also manage your government funding and advocate for you through My Aged Care if your circumstances change and a re-assessment is required. Our Care Management Team consists of aged care experts who are passionate about promoting independence at home. Many of our friendly client care managers have either worked in health fields or have personally supported their own relatives with aged care, so they truly understand the value of listening and creating a personalised service provider experience for each individual’s journey.
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Local Newcastle Based Business

Home Care Assistance Newcastle is a locally owned and operated company dedicated to providing in-home care that empowers seniors to maintain independence. Co-directors Kerrie and Mark Burns were inspired to start the business after witnessing Kerrie’s grandmother’s health decline after moving into a nursing home. Determined to offer a better option, they built a company focused on enabling seniors to live full, independent lives at home. Over the past seven years, the business has grown to cover the Hunter Region and developed close relationships with local allied health providers, social workers, and nursing staff. Being a local home care provider gives us the advantage of truly getting to know each client as an individual — not just as a case file — so we can offer the same services as larger companies but with a more personalised, hands-on approach.
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We Always Answer The Phone

At Home Care Assistance Newcastle, we believe in providing reliable and responsive care, which is why we ensure that someone is always available to answer your call. Whether you need to discuss your care plan, adjust your services, or simply have a question, our team is always on hand. Unlike your previous provider or current provider, we prioritise easy access to support. Everyone from our directors to our friendly client care managers and care workers is locally based, so when you call, you’re speaking with someone who knows you and understands your needs. We’re here to provide the personalised service provider experience you deserve, without the frustration of long wait times or missed calls that can be common with other providers. Rest assured, we’re committed to being available whenever you need us.

Reach Out Today

For a bit of guidance or immediate help, we’re here for Novocastrian seniors in search for quality aged care to support them in the next chapter of their lives. 

02 4089 3000
02 4089 3000
Enquire Online
Enquire Online

How do I change home care providers?

Navigating the aged care system can be overwhelming, but we’re here to support you every step of the way! You don’t have to go through your aged care journey alone. Below is a quick overview of what the process involves after you have chosen your new provider.

  1. First, you’ll need to call My Aged Care and request your home care package referral code. This code allows your new provider to access and deliver your home care package services.
  2. Next, provide written notice to your current provider in line with the notice period set out in your home care package agreement.
  3.  Once an agreed cessation date is confirmed, that end date becomes the start date for services with your new provider. 

 

If you’d like guidance through the process, our team can support you at every step.

For the fastest and simplest experience, give us a call today. We’ll provide you with all the information you need to make the best decision for your care.

Every home care provider should meet these essential standards:

  • Responsive and Quick-Acting — Your support should be in place swiftly. Needs can change rapidly, and your care must adjust just as quickly.
  • Easily Reachable — Providers should be accessible to you, your support network, and any involved parties to ensure seamless coordination of care.
  • Delivering on Promises — Trust is built when your expectations and needs are consistently met. Your provider should always follow through on what they say.
  • Transparent — There should be no surprises when it comes to fees, changes to care workers, or delays. Open communication is key to keeping you informed and involved in your care.
  • Respectful — Your provider should respect your identity, culture, gender, sex, and religion. This is non-negotiable.
  • Putting You First — Your well-being and needs should always be the top priority.

 

If any part of your care isn’t meeting these standards or isn’t up to your expectations, don’t hesitate to call us!

It can feel overwhelming calling a new provider when you’re unsure what to ask. Here are some simple talking points to help guide the conversation:

  • Capacity — Ask if the provider has availability to take on new clients in your area. This will give you an idea of wait times for getting set up and receiving services.
  • Care Management — Find out if you’ll have a dedicated care manager. This ensures continuity and prevents you from being shuffled between different managers.
  • Qualifications of Care Workers — Ask if their care workers hold a Certificate III (or equivalent) in Individual Support, along with current police checks and first aid certification. For more complex care needs, you may also want to confirm if the provider employs registered nurses.
  • Fees — Inquire about the Basic Daily Fee, which some providers charge for their services. Don’t forget to ask about any other potential fees, like income-tested care fees.

 

At Home Care Assistance Newcastle, we don’t charge a Basic Daily Fee. All of our care workers hold formal qualifications, current police checks, and first aid certification. We also employ registered nurses for clients with more complex needs.

Think we meet your criteria? Contact us today to make the switch.

Congratulations on deciding to change providers! The next step is to call My Aged Care and request the release of your home care package referral code, which you’ll need to provide to your new provider. If you’re unsure how to do this, Home Care Assistance is here to help. 

After that, you’ll need to notify your current provider and follow the notice period outlined in your home care package agreement. Once you have an official end-of-services date, that will become the start date for services with your new provider.

If you’re considering switching to Home Care Assistance Newcastle, contact us anytime — we’ll guide you through every step.

The timing can vary. It largely depends on the notice period specified in your agreement with your current provider. If they request an unusually long notice period like several months, be sure to check the home care package agreement you signed, or ask for a copy if you can’t locate it.

The speed of setting up services also depends on the capacity of your new provider. At Home Care Assistance, we always strive to accommodate your needs and can work within any reasonable timeframe.

Ready to get started? Contact us today.

Any unspent funds in your package budget are transferred from your old provider to your new home care provider 60 days after the cessation date. You’ll receive a final statement from your previous provider showing the final balance including any previous costs incurred.

Yes. Most home care agreements require written notice before you change providers. The notice period and agreed end date will be outlined in your current home care agreement. Giving clear notice helps ensure a smooth transition and avoids delays in service delivery.

During the process, your new provider will complete an assessment and discuss your care plan. This ensures your health, safety, and unique needs are reflected in the new care arrangement. If your circumstances change, you can call My Aged Care to request a re-assessment.

If you feel your current one isn’t meeting essential standards, you can decide to change providers at any time. You may also raise concerns with the Aged Care Quality and Safety Commission, who oversee providers and ensure care package services are delivered properly.

Providers are not permitted to charge an exit fee. Your only costs will be for the services you have received prior to your exit date.
Your new care services can begin from the start date agreed in your new home care agreement. This date usually follows the cessation day or end date set with your current provider. We make the process as straightforward as possible so you continue to receive care without disruption.

Start by discussing your specific requirements, support needs, and package budget with potential providers. Compare management fees, administrative costs, and service options. Home Care Assistance Newcastle can guide you through this straightforward process to ensure you find a new provider that matches your unique needs.

When you call My Aged Care, you’ll be given a referral code linked to your home care package. This code must be provided to your new provider so they can access your package funds and start services. Without it, your new provider cannot start providing you your required services.

Contact Us

We are here to offer support for you at any time of your journey

Home Care Assistance Newcastle is an in-home aged care provider, dedicated to delivering high quality support and really listening to their clients.

02 4089 3000
02 4089 3000
Enquire Online
Enquire Online