10 Things Every Home Care Switcher Wishes They Knew Sooner

Choosing a home care provider can be difficult, especially when it’s your first time navigating the system. Most people assume that all providers deliver the same level of support, but unfortunately, that’s not always the case.

Many older Australians who have switched providers tell us that what started out with excitement quickly became frustrating.

Maybe they weren’t receiving the level of care they expected, or they didn’t understand where their funding was going.

Sometimes, they simply didn’t know who to call when they needed help.

Thankfully, changing home care providers is more straightforward than you might think. And if you’re new to the system, there’s a lot you can learn from those who have been through it already.

Here are ten things our clients at Homewell say they wish they’d known from the beginning.

1. Switching is easier than you think

Many people believe switching providers is difficult, expensive or tied up in red tape. But the process is actually simple, free, and can be done at any time.

All you need to do is contact My Aged Care, ask for a new referral code, and share that code with your new provider. From there, your new provider will help you select an end date with your current provider and guide you through the handover process.

Need support? Visit our Switching Guide to get started.

2. You don’t have to stop seeing your preferred health providers

Just because you change home care providers doesn’t mean you need to stop seeing your regular physiotherapist, podiatrist or other allied health professionals.

A good provider will continue to include them in your care plan, as long as the home care services fall under your package. If you’ve built trust with a healthcare professional, that relationship should be protected and respected.

3. You should always know who your Care Manager is

Breakdowns in communication are a leading reason people choose to switch providers.

Many have shared that they weren’t sure who to reach out to when issues arose, or that their provider rarely kept in touch after they first joined.

A provider committed to your wellbeing will introduce you to a dedicated Care Manager from day one - someone familiar with your care plan who checks in regularly and can quickly adjust your support as your needs change.

This person becomes a key part of your home care experience. If you’re unsure who your Care Manager is or struggle to get a response when you reach out, it might be time to consider a different provider.

4. Ask if your care workers are directly employed

Some home care providers rely on agency or contractor staff to deliver care. While this helps fill shifts, it can also result in inconsistent service, last-minute cancellations, and a lack of continuity.

Home care is personal. You have a right to know who’s coming into your home, so you can feel safe and build a trusted relationship.

At Homewell, we employ our own care workers. That means the people who visit your home are part of our trusted team, trained to our standards, and committed to delivering consistent care.

5. Ask where the provider is based

Where your provider is based can make a real difference.

If a provider doesn’t have staff close by, you might experience delays or cancelled visits when care workers have to travel from other areas.

Before making your decision, ask whether they have a local team in your suburb and how they handle scheduling and travel.

Providers with a strong local presence are often better equipped to offer prompt, dependable support tailored to your community.

6. Understand how your budget and billing works

Many people don’t fully understand how their Home Care Package funding is managed. This can lead to confusion when they see unexpected charges or fees in their monthly statements.

Before signing up, ask your provider to explain:

• What percentage of your budget goes to care management and services

• Whether they charge entry, exit or setup fees

• What reports or statements you’ll receive and how often

 For independent support, visit the Older Persons Advocacy Network for advice.

7. Know what your funding can be used for

A lot of people end up paying out of pocket for services that could be covered under their funding -like cleaning, allied health, or transport.

If your provider tells you a service isn’t covered, ask why.

A good Care Manager will know how to make the most of your package, and ensure every dollar is working in your favour.

8. Don’t be swayed by short-term sign-up offers

Some providers advertise gift cards, discount rates or other incentives to get you to join. But while these offers can seem attractive, they don’t guarantee long-term quality.

It’s more important to ask how often you’ll hear from your Care Manager, how service requests are handled, and whether the provider invests in staff training.

If you're unsure how to choose between home care providers, we've written a handy factsheet that breaks down exactly you should be asking.

9. You don’t have to settle

One of the most important lessons switchers learn is that you’re never stuck. If your provider isn’t meeting your needs, you can move.

Whether it’s poor communication, confusing fees or inconsistent support, you deserve better.

10. You must notify My Aged Care to finalise your switch

Even if you’ve chosen your new provider, you’ll still need to tell My Aged Care that you're switching.

You’ll need to:

• Request a new referral code

• Set an end date with your current provider

Your new provider can help with these steps and make sure nothing is missed.

Make sure to view our guide to switching home care providers so you don’t forget any of the important steps.