If you are reading this guide, you have likely already been assessed and approved for a Support at Home package and are now at the important stage of choosing a provider to deliver your care and services.
This next step can feel overwhelming. There are many providers to choose from, and understanding the differences between them is not always easy. The right provider, however, can make a significant difference to your quality of life, independence, and confidence in remaining at home.
You may already be noticing that some daily tasks are becoming more difficult than they once were. Perhaps keeping up with housework feels tiring, shopping is harder to manage, meals are not as easy to prepare, or getting out and about takes more effort. You may simply want extra support to help you stay safe, comfortable, and independent in your own home for longer.
This guide will help you understand what to look for in a Support at Home provider, the questions worth asking, and how to choose a provider that genuinely suits your needs, preferences, lifestyle, and goals.
Start with what matters most to the person you support
Before you open a browser tab or make a single phone call, the most important step is understanding what the person actually wants, not just what they need.
There’s an important difference between the two. Needs are practical: help with showering, medication reminders, transport to appointments. Wants are personal: keeping a routine that feels familiar, having someone who takes their time, staying connected to the activities and people they love.
The best Support at Home arrangements honour both. So before you start comparing providers, it’s worth having a think about what daily life looks like right now for the person you’re supporting, what they’d like to keep doing, and where a little support would make the biggest difference.
If that conversation feels tricky to start, try asking open questions: What part of your day do you enjoy most? or Is there anything you’ve been finding harder lately? The goal is to go into provider conversations with the person’s voice at the centre, not just a list of tasks to be ticked off.
What is the Support at Home program?
Support at Home is the Australian Government program that funds in-home aged care services for older Australians. Support at Home is part of the Australian Government’s aged care reform changes designed to simplify in-home support services for older Australians. While Support at Home will become the primary model moving forward, CHSP services continue to support many older Australians, particularly those requiring lower-level or interim support while awaiting broader funding approvals.
Through the program, eligible older Australians receive a government-funded budget to put towards services that help them live safely and independently at home. These can include personal care, domestic assistance, nursing, allied health services like occupational therapy, social support, transport and home modifications. Depending on a person’s care needs and circumstances, support may also be accessed through CHSP services or broader Support at Home funding arrangements.
A registered aged care provider delivers those services, while the family gets to choose which provider they work with. That choice matters more than many families realise, because providers can vary significantly in how they work, what services they offer and the experience they create for clients day to day.
The qualities in a home care provider that actually make a difference
All providers are different. With the Aged Care Quality and Safety Commission sets a baseline, but beyond compliance, there are qualities worth actively looking for.
They listen before they act. A good provider will want to understand you life, preferences and goals before forming your care plan and scheduling the days for your support. Even the first conversation should reflect that it’s about your needs and goals and how they can support you achieve them.
They communicate clearly. Aged care can involve a lot of paperwork and foreign terminology. A good provider will explain things in plain language, make suggestions of care and services that you will benefit from, be easy to reach when you have questions, and keep you informed without you having to chase them.
They offer consistency. For many older people, familiarity matters. Ask whether you will see the same care workers regularly, or whether you can expect a different face each visit.
They’re flexible as needs change. As you age and your care needs change, the right provider will offer flexible support that can grow with you. They will increase services as needed and assist with applying for a support plan review to help secure a higher package level and increased annual funding. They’re transparent about fees. The funding you receive through your Support at Home package will cover most of your care and support services. However, for some services and support, you may be required to make a co-contribution. Every provider structures their hourly rates differently, so it’s important that all fees and charges are clearly explained and agreed upon before services begin. A trustworthy provider will be transparent about costs and guide you through them clearly and up front, so you understand exactly what you are paying for.
They’re culturally sensitive and inclusive. Every person’s background, values, and identity should be respected without question. If you have specific cultural, linguistic, or religious needs, it’s important to ask how the provider can accommodate them. This may include providing staff who speak your language, preparing meals that suit your cultural or dietary requirements, or supporting religious and cultural practices that are important to you.
Questions to ask to help you choose the right provider
If you’re preparing for an assessment or speaking with providers for the first time, having a few questions prepared beforehand can make the process feel much less overwhelming. The questions below can help you get a real sense of how a provider works:
- How do you build a care plan, and how involved will I be in that process?
- How do you match care workers to clients?
- What happens if my regular care worker is away or unavailable?
- How do we raise a concern or complaint, and how is it handled?
- Can services be changed or increased as needs change over time?
- What are your fees, and what costs are not covered by the government contribution?
- Are you accredited with the Aged Care Quality and Safety Commission?
- If I wanted to change providers, what is your notice period?
Not sure how to find a provider? We’re here to help you navigate aged care
Navigating the aged care system can be complex, and choosing a provider is just one part of it. If you’d like some guidance, our Aged Care Navigation Support service can help. With decades of experience, the Elder Folks team is here to help you work through the options, ask the right questions, and find support that’s fit for the person.
Get in touch with our team to learn more.
