https://www.health.gov.au/resources/publications/home-care-packages-program-operational-manual-a-guide-for-home-care-providers
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Title page
Contents
1. Introduction 7
1.1. What does this manual contain? 7
1.2. How will the manual be updated? 7
1.3. If I want to talk to someone about my questions, who can I contact? 7
1.4. Who may I get additional assistance from? 7
2. The Home Care Packages Program 9
2.1. What is the philosophy underpinning Home Care? 9
2.2. What is the intent of the Home Care Packages Program? 9
2.3. What is the scope of the Home Care Packages Program? 10
2.4. How are a care recipient's care needs and goals established? 12
2.5. What governs the Home Care Packages Program? 12
3. Rights and responsibilities 15
3.1. Charter of Aged Care Rights 15
3.2. What responsibilities do I (as an approved provider) have in relation to the Charter of Aged Care Rights? 16
3.3. What responsibilities do aged care consumers have in relation to the Charter of Aged Care Rights? 16
3.4. What responsibilities do I have as an approved provider? 17
3.5. How is compliance with the Aged Care Quality Standards assessed? 19
4. Becoming an approved provider 20
4.1. What considerations do I need to satisfy to become an approved provider of Home Care Packages? 20
4.2. How do I know if I have been approved to provide packages? 22
5. Preparing to deliver services as an approved provider 24
5.1. How do I notify the Department of my home care service? 25
5.2. How does NAPS registration work? 25
5.3. How do I obtain authentication mechanism? 25
5.4. How do I complete the My Aged Care Administrator Form? 26
5.5. How do I configure my information in the My Aged Care Provider Portal? 27
5.6. How do I set up payment of subsidies with Services Australia? 28
6. Eligibility for care recipients to receive Australian Government-funded packages 29
6.1. How do care recipients start the process to get a package? 31
6.2. What is a comprehensive aged care assessment and how does it work? 31
6.3. What is the national priority system? 32
6.4. What does a person need to do to be assigned a package (after they have been assessed as eligible)? 32
6.5. What should I include in a Home Care Agreement? 34
6.6. What should I consider when entering into a Home Care Agreement with a care recipient? 38
6.7. What do I do if a care recipient won't sign a Home Care Agreement? 38
6.8. I don't speak the same language as my care recipient. How can I arrange interpreting services? 39
6.9. How and why do I notify Services Australia of a care recipient starting care with my service? 39
7. Care planning 41
7.1. What is a care plan? 41
7.2. How do I work with a care recipient to develop their care plan? 42
7.3. What approaches can I employ to work with a care recipient to develop their care plan? 42
7.4. If two people live together, can they have one care plan that contains information for both of them? 43
7.5. What do I do if a care recipient wants services my company doesn't deliver? 44
7.6. Are there any other models of care delivery which I should be aware of? 44
7.7. Can I decline a care recipient's request to sub-contract services? 44
7.8. What do I need to provide to the care recipient at the end of their first care planning process? 45
8. A care recipient's package budget 46
8.1. What makes up a care recipient's package budget? 47
8.2. How do I determine the amount of Government contribution to a care recipient's budget? 47
8.3. How do I determine the amount of a care recipient's home care fees? 51
8.4. What do I do if a care recipient is facing financial hardship? 54
9. Inclusions and exclusions 55
9.1. How do I work out what services can be included in a care recipient's care plan? 55
9.2. Is the proposed care or service specifically included or excluded under the Aged Care legislation? 60
9.3. What are unspent funds and how do they affect choices about inclusions and exclusions? 65
10. Delivering care under a package 66
10.1. Commencing services 66
10.2. How do I claim the Government subsidy for services I provide? 67
10.3. How should I manage my care recipients' package services? 68
10.4. What happens if a care recipient wants to self-manage their package? 69
10.5. How often does the care plan need to be reviewed? 69
10.6. What is a monthly statement and what does it need to have in it? 70
10.7. When can I charge home care fees? 71
10.8. When should I review a care recipient's home care fees? 71
10.9. How can I work with my care recipients to manage unspent amounts? 71
10.10. What happens when a care recipient's care needs have increased? 72
10.11. What if I can't meet the care recipient's needs? 73
10.12. What do I do if I think someone is being subjected to elder abuse? 74
10.13. What do I need to do to manage complaints? 74
11. Leave 76
11.1. When can a care recipient take leave? 76
11.2. What is the impact of leave on the home care subsidy and supplements? 76
11.3. What is the impact of leave on home care fees? 77
11.4. What is the impact of leave on monthly statements? 78
11.5. How do leave balances work? 78
12. Responding to special needs and changing cognition in home care package delivery 80
12.1. What are special needs? 80
12.2. What is changing cognition? 81
12.3. How do I manage issues related to changing cognition? 83
12.4. What do I do if care recipients need additional support in exercising their choice? 85
13. Changing home care providers 87
13.1. When can a care recipient change home care providers? 87
13.2. How does this affect the claims for that care recipient's home care subsidy? 87
13.3. What are the obligations on providers? 89
13.4. When can I charge the exit amount? 90
13.5. My organisation has undergone a merger or acquisition. How do I transfer my care recipients? 91
14. Leaving the HCP Program 92
14.1. What administrative tasks do I need to complete? 92
14.2. When can I charge the exit amount? 93
15. Providers' reporting and administrative responsibilities 94
15.1. My organisation's circumstances have changed. What do I need to do? 94
15.2. My key personnel have changed. What do I need to do? 95
15.3. What are my financial disclosure obligations? 96
15.4. What happens if I am not compliant with my obligations or responsibilities? 97
15.5. Reporting issues 97
16. Interface with other Programs and Schemes 99
16.1. How does the HCP Program interface with other programs? 99
16.2. What is the Commonwealth Home Support Programme? 100
16.3. How does the HCP Program interact with Commonwealth Home Support Programme? 100
16.4. How does the HCP Program interact with other programs and schemes? 101
Appendix A: Pre-1 July 2014 arrangements 106
Appendix B: 1 July 2019 changes to pricing 110
Appendix C: Compensation payments 113
Appendix D: Responsibilities of approved providers 115
Appendix E: Unspent funds - worked examples 136
Appendix F: Glossary 142
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