CareScore helps you assess whether your provider is truly delivering the support you or your loved one deserves. Simply input key details about their responsiveness, professionalism, consistency, and overall care quality.
Our tool then evaluates their performance, giving you a clear score and insights to help you make informed decisions.
Whether you’re wondering if your current provider is the best fit or looking for areas of improvement, CareScore makes it easy to ensure you’re receiving the best possible care.
Yes, you can. If you’re receiving care through Support at Home and feel like your current provider isn’t the right fit, you’re allowed to change.
Some people switch because their needs have changed, or because communication isn’t working as well as it should. Whatever the reason, it’s your right to choose a provider that supports you in the way that works best for you.
In most cases, no. Your eligibility for government-funded Support at Home services is based on your assessed needs, not the provider you choose. This means you can generally change providers without losing your approved support.
When switching, it’s important to review the notice period in your current service agreement and plan the transition carefully to help avoid any interruption to your care.
Your new provider can often assist with the changeover process, including coordinating start dates and service continuity.
Everyone’s needs are different, but there are a few things you might want to consider. Look for clear communication, reliable scheduling, and services that match your goals. Some people prefer a small, local team while others want access to specialised health support. It’s okay to ask questions—your provider should make you feel informed, respected, and in control of your care.
Start by choosing a new provider, so there is no gap in your care. Then call My Aged Care on 1800 200 422 and ask them to transfer your referral code to your new provider.
Next, tell your current provider you are changing and agree on an end date together. Your new provider can start on or after that date, so aim for the same day. There is no set timeframe: it depends on the end date you agree and when your new provider can start.
No. Under Support at Home, a provider cannot charge an exit amount when you leave. You will need to agree on an end date with your current provider.
Your funding moves with you to your new provider, including unspent funds for ongoing services. Unspent funds are not paid to you as a refund. If you had a Home Care Package, any unspent Home Care Package funds also move with you.
It’s completely normal for your care needs to evolve. If you feel your current supports aren’t enough—or are no longer quite right—you can request a review of your Support at Home funding through My Aged Care. Your provider should also be regularly checking in with you and updating your care plan as things change. Whether it’s a small adjustment or a larger shift in the type of care you need, the system is designed to be flexible. You deserve care that keeps pace with your life.
After months of frustration with her previous home care provider, Glenda Russell knew something had to change. The support felt inconsistent.
She was often assigned unfamiliar workers who needed detailed instruction for even basic tasks.
“They just didn’t seem to have a clue what was going on,” Glenda recalled.
“Now my support worker is amazing—she just gets on with it.”
When asked how happy she is with the decision, Glenda doesn’t hesitate: “100%”
