Listen to the problem first
Be clear about what needs to be different — communication, timing, continuity, service fit or something else.
Changing provider
Changing home-care provider without creating an unnecessary gap
Wanting a different provider does not mean you need to rush into the first alternative. The safer approach is to understand what is not working, check the new provider can actually meet your needs and then plan the change carefully.
Check the new fit before ending the old one
My Aged Care recommends finding a new Support at Home provider before agreeing on an end date with the current provider to help limit a gap in services.
Plan the handover
Agree practical dates, services, information and responsibilities so the transition is understood by everyone involved.
01
Start with what needs to be different.
A provider change is easier to plan when you can name the problem you are trying to solve. You do not need to write a formal complaint unless you want to. Simply describe what is not working and what a better arrangement would look like.
- Are visits arriving at workable times?
- Is communication clear and responsive?
- Is worker continuity important to you?
- Are the approved services actually being delivered in the way you need?
- Has your situation changed since the current arrangement began?
02
Check the replacement arrangement before you create an end date.
My Aged Care states that Support at Home clients can change providers and recommends finding the new provider before agreeing on an end date with the current one. That helps reduce the chance of an avoidable gap in service delivery.
Before moving, check the proposed provider’s real availability for your service, suburb and preferred timing. Ask what information they need and what must happen before the first visit can be scheduled.
A good transfer is not only about leaving. It is about knowing what starts next.
03
Keep a simple transition checklist.
- New provider identified and practical fit discussed.
- Services, days and timing understood.
- Any required approval/referral information available.
- Proposed start timing discussed with the new provider.
- Current provider end arrangements understood.
- Important routines, risks and preferences ready to be explained to the new team.
Official information
Useful My Aged Care information.
These Acclyptic guides are written in plain language. For government program rules, assessment information and official guidance, use My Aged Care as the authoritative source.
Common questions
A couple of things people often ask.
Should I cancel my existing provider before I talk to a new one?
My Aged Care recommends finding a new Support at Home provider before agreeing on an end date with your current provider, which can help limit a gap in service delivery.
What should I tell a new provider?
Explain what services you need, your locality and timing, what is not working now, and the routines or continuity issues you want the new arrangement to preserve.
More helpful guides
Keep the next step useful.
Browse the rest of the Acclyptic resource library or go back to the six simple My Aged Care pathways.