Four things to get right when choosing support at home
Support at home can make it easier to stay independent, safe and comfortable in your own home. But choosing the right care provider is key to a good experience.
Different providers offer different services, charge different hourly rates and have different ways of working. The cheapest provider may not necessarily be your best choice, nor might the one with the most well-known brand.
It is important to do your research well. But where to start? We give you four steps to get you started.
1. Start with what you need
Before talking to providers, think about the help you need now and what you might need in the future. Choose a provider who can offer the services that matter to you.
This might include personal care, help around the home, shopping, transport to appointments, social activities or assistance from health professionals such as physiotherapists or podiatrists.
You may also have particular preferences. For example, you might prefer a male or female carer, someone who speaks your language or understands your cultural background.
Writing down what matters to you can make it easier to compare providers.
2. Find providers that service your area
Once you know what you are looking for, find out which providers operate in your local area. The Government’s My Aged Care website can help with this search to build a shortlist of potential providers to contact.
Try to identify several possible providers rather than simply choosing the first one you find. Having a shortlist gives you the opportunity to compare what each provider offers.
3. Compare the things that matter
There are three important areas to consider when making a choice: the people providing your care, the cost and how well the provider communicates.
The people caring for you
Your carers may be coming into your home, so feeling safe and comfortable with them is extremely important.
Ask how carers are selected, screened and trained. Find out whether you are likely to have the same carers regularly and what happens if your usual carer is unavailable.
You can also ask whether you have a say in who provides your care and what happens if you don’t feel comfortable with a particular carer.
The cost
Make sure you understand how much you will be asked to contribute towards the care you receive.
Don’t be afraid to ask providers about their fees and how flexible their services are. Ask for a schedule of fees and charges. Check the hourly cost of the services you are likely to use and whether there are additional charges, such as for weekends.
It can also be helpful to ask for an example of the statement you will receive so you can see how clearly the provider explains where your money is going.
Depending on your circumstances, you may decide to arrange and pay privately for some services rather than obtaining everything through the one provider.
Communication
Good communication can make a big difference, particularly if your needs change. Price and services are important, but so is how you feel about the provider. Do they listen to you? Do they answer your questions clearly? Do they treat you with respect?
Ask who your main contact will be and how easily you or your family can contact someone if there is a problem. You should also understand how the provider deals with complaints or concerns.
Most importantly, make sure you understand what you are signing. If something isn’t clear, ask for it to be explained.
4. Ask for help and review regularly
You may also want to ask friends or family about their experiences with local providers and look at reviews. If you don’t feel confident comparing or negotiating with providers yourself, ask a trusted family member or friend to help.
Your care needs may also change over time, so choosing a provider isn’t a once-only decision. Keep reviewing whether the services you receive continue to suit you. Your provider should work with you to regularly assess and review your care plan.
Taking time to compare your options and ask the right questions can help you choose a provider that not only delivers the services you need, but also feels right for you
Our team are ready to help you take your next steps with confidence; contact us here.
IMPORTANT INFORMATION: This document has been prepared by Aged Care Steps Pty Limited, ABN 42 156 656 843 AFSL 486723, based on our understanding of the relevant legislation at the time of writing. While every care has been taken, Aged Care Steps Pty Limited makes no representations as to the accuracy or completeness of the contents. The information is of a general nature only and has been prepared without consideration of your individual objectives, financial situation or needs. Before making any decisions, you should consider the appropriateness for your personal investment objectives, financial situation or individual needs. We recommend you see a financial adviser, registered tax agent or legal adviser before making any decisions based on this information. Current as at 1 October 2026.
