My Aged Care

The Countdown to Aged Care Reform Forum 18 July 2013

Presenter: Paul Hutchinson Director, My Aged Care Operational Control,

Access Reform Branch, Department of Health and Ageing

To provide a brief overview of the broader reform – The Living Longer, Living Better aged care reform package.

To provide an overview of My Aged Care including:

• Elements of My Aged Care • Stages for roll-out • Benefits of My Aged Care • Consultation/engagement mechanisms.

Purpose of presentation

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Overview of My Aged Care

• Create an identifiable entry point for accessing aged care services • Enable access to timely and reliable information • Develop a nationally consistent framework for assessing care

needs • Provide support for locating and accessing available services • Implemented in stages from July 2013.

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Elements of My Aged Care

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My Aged Care

My Aged Care website and contact centre

National Assessment Capability

Central client record

Linking Service

Carer Support Centres

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My Aged Care

Where have we come from? • Multiple websites and sources of varied information • Information hard to find, navigate, understand and follow.

Where are we up to? • Clear, consistent and reliable information in one source:

www.myagedcare.gov.au • New content on healthy and active living • Easily navigated by consumers and service providers • New fee estimator and feedback page for suggestions, complaints and

enquiries • Finders for service providers and Aged Care Assessment Teams.

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National Assessment Capability Where have we come from? • Multiple assessment processes and tools Where are we going? • Standardised national assessment to determine client needs Where are we up to? • Field trials completed in NSW, SA, VIC and TAS (undertaken by Centre for

Health Services Development) What’s next? • Review results of field trials and consider further refinements • Move towards a purchaser/provider arrangement (Level 1 -3). • Delivery in Stage 2 (2014)

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Central Client Record (2014) Where have we come from?

• Clients repeating information to multiple people and multiple service providers

Where are we going? • A single view of aged care services being provided and less retelling of

individual information Where are we up to?

• Contact record implemented • Progressing Central Client Record development - key part of ICT delivery

work What’s next?

• Confirm legislative and privacy impacts of the Central Client Records introduction

• Delivery in Stage 2 (2014)

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Linking Service (2014)

Where have we come from? • Inconsistent approaches to ‘linking type’ activities for vulnerable people

Where are we going to? • New Linking Service, targeting vulnerable people with multiple needs

Where are we up to? • KPMG engaged to develop evidence-based options for Linking Service • Recently finished consultations across the country

What’s next? • Consideration of report from KPMG • Delivery in 2014

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Carer Support Centres (2014) Where have we come from? • 54 Commonwealth Respite Carelink Centres. Where are we going? • Carer Support Centres will be the ‘place to go’ for all carers for information,

education and training, counselling and appropriate referral to other services for carers.

Where are we up to? • Urbis have determined the evidence base to inform the model development • Sector input currently being sort for model development through national

consultations What’s next? • Development of model • Establishment of Carer Support Centres in 2014

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www.myagedcare.gov.au

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Benefits of My Aged Care

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• Provide ‘one point of contact’ to find clear, consistent and reliable information on the aged care system;

• Provide information in a way that is easy to understand;

• Provide guidance and support to consumers throughout their aged care journey;

• Provide consumers with greater choice and control through the availability of current and comprehensive information;

• Provide access to more appropriate services, through better identification of providers that cater specifically to people with special needs.

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My Aged Care website visits

Total = 49,114

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-

1,000

2,000

3,000

4,000

5,000

6,000

7,000

Num

ber o

f vis

its

Date

Visits

My Aged Care website – popular pages

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34%

21% 19%

7%

6% 6%

3% 2%

1% 1%

Service finders - 34%

Redirection landing page (homepage) - 21%

Home page - 19%

Aged care homes - 7%

What help can I get? - 6%

Help at home - 6%

Caring for someone - 3%

Aged care homes - low levelresidential - 2%

Aged care homes - high levelresidential - 2%

Contact centre usage – 1/7 to 15/7

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0

200

400

600

800

1000

1200

Num

ber o

f cal

ls

Date

Offered

Answered

Total = 8,027

Contact centre (1 to 15 July)

• 8027 calls answered

• Most seeking information

• Avg Wait Time nearly 100% of calls answered in 1 second

• Average call handling time = ~11 minutes (call/follow up)

• Referrals- ACAT (31.7%) Service Provider (52%), CRCC (13.9%) and Other (2.4%)

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Stage 1 Stage 2 Stage 3 Stage 4

2013 2014 2015 2016

• My Aged Care website and contact centre

• Initial contact record

• Service provider information

• Initial referral capability

• Central client record

• National Assessment Framework and Tool

• Contact centre capacity to provide assessment, matching and referral to service.

• Linking service established

• Carer Support Centres established

• My Aged Care fully established

• Service availability and capacity information available

• Referrals via provider/assessor electronic portals

• Enhanced capabilities including self-service

• Interoperability with sector (real-time data sharing)

• Electronic referrals sent direct from Gateway systems to participating provider systems

Future Gateway functionality

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More information

Please visit www.livinglongerlivingbetter.gov.au for: • Frequently Asked Questions about My Aged Care for consumers,

services providers and health professionals. • Information sheets for:

• Consumers and aged care providers • Commonwealth Respite and Carelink Centres • Aged Care Assessment Teams • Health Professionals

• Aged Care Gateway Concept of Operations • Information updates on the Gateway and aged care reform

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Questions?

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