HOME MODIFICATIONS NATIONALCONFERENCE AGED CARE

Karen Pickering

Assistant Secretary, Home Support Branch

Department of Health

28 April 2016

Context of the aged care changes

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Commonwealth Home Support Programme, CDC in Home Care,

expansion of My Aged Care

Introduction of My Aged Care

Introduction of Increasing Choice

Measure

2011 From July 2015 Feb 20172013

Increased Consumer Centric

Commonwealth Home Support Programme (CHSP)

• CHSP provides entry level support services

• Providing streamlined entry-level support services;

• Standardised entry and assessment through My Aged Care;

• Delivering services and support with a restorative approach – including • Delivering services and support with a restorative approach – including

wellness and reablement;

• Increased sustainability through client contributions; and

• Reducing red tape for providers by streamlining contractual responsibilities,

simplifying funding arrangements and reporting.

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Range of Services Available under the CHSP

Service types include:

�Meals

�Home Modifications

�Home maintenance

�Home Modifications

�Transport

�Nursing

�Personal Care

�Allied Health Services

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�Domestic Assistance

�Social Support – Individual

�Social Support – Group

�etc

Home modifications

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Update on My Aged Care

• “To make it easier for older people, their families, and carers to access information on ageing and aged care, have their needs

assessed and be supported to locate and access services available to them.”

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The Journey to Date

• Initial operational challenges (resolved September 2015)

• New functionality and system enhancements (R4 completed 4 April

and R5 scheduled for mid-June) and R5 scheduled for mid-June)

• ACATs transitioned to full use of My Aged Care (February-March)

• Stability and system performance issues in early 2016

• Behaviours that challenge the business model.

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From 1 July 2015 to 30 March 2016, there have been

approx:

552,000 calls to the My Aged Care Contact Centre

My Aged Care Operational Statistics

• 552,000 calls to the My Aged Care Contact Centre

• 197,000 clients on My Aged Care to date

• 563,000 referrals to service

• 249,000 referrals to service accepted

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Average call waiting times

420

480

540

600

Wait

ing

Tim

e (

Seco

nd

s)

Average waiting time for Calls to be Answered by Month

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0

60

120

180

240

300

360

420

Jul-15 Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Jan-16 Feb-16

Wait

ing

Tim

e (

Seco

nd

s)

Average waiting time forCalls to be Answered

Quality Enhancement

• Essential to assure quality of end-to-end user experience.

• We are reviewing and analysing business processes to identify areas of improvement for all users.of improvement for all users.

• Focus is now on quality of the end-to-end process – in the contact centre, assessors and with providers. We need to address behaviours that impede the client pathway.

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Home Care Reforms

Reforms announced in the 2015-16 Budget (the Increasing Choice in Home Care measure) to be introduced in two stages:

Stage 2: July 2018 –

Integration of Home Care

Packages and CHSP into a single

care at home programme

Stage 1: 27 February 2017 –

Home care package will follow the

consumer

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Increasing Consumer Choice Act

• Stage 1 of the home care reforms announced in the 2015-16

Budget, will commence 27 February 2017.

Consumers will have more choice and control over their care • Consumers will have more choice and control over their care

and there will be reduced red tape and regulation for providers.

• Changes are being made to the approved provider

arrangements to encourage a broader range of providers to

enter the home care market

From February 2017: Funding will follow the consumer

Provider A Provider B

Home care package,

including any unspent

funds, move with consumer

South

25

places

20

places

Consumer

• Home care package moves with the consumer, including unspent funds

• Provider B can expand its South service to accept additional consumers

• No ACAR for home care

North South

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Prioritisation of access to care

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Next Steps

Ongoing communication, change management and transition activities, consulting with you to design and deliver them.

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Internal Preparedness

Make People Aware

(Feb-Apr)

Prepare People

(Apr- Dec)

People are

Ready(Dec-Feb)

Focus: introducing the programme and overview information

Focus: delivering training and education, and continued information & engagement

Focus: checkpoints for readiness and additional support where needed

Focus: embedding support and ongoing engagement and education supporting use of new arrangements

Focus: initial planning and impact assessment work

People are Using the System

(from Feb)

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Information and resources

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Information and resources continued

Department of Health website

• www.health.gov.au

Advice to the Aged Care Industry

Subscribe at:

• www.dss.gov.au/agedcareupdates

Department of Health YouTube

• www.youtube.com/user/healthgovau

Aged Care Webinars

• www.dss.gov.au/agedcarewebinars

• www.dss.gov.au/agedcareupdates

Aged Care Reform Enquiries

• agedcarereformenquiries@health.gov.au

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THANK YOU