10 Lessons Learned from Switching Home Care Providers

Choosing a home care provider is a big decision. And while many providers promise quality service and support, they don't always live up to expectations.

We’ve spoken to lots of older Australians who’ve made the switch to 365 Care.

Some felt let down by the level of communication, others were confused about how their funding was being used, or disappointed by inconsistent care.

The good news is that switching providers is easier than most people realise. And if you’re just starting out, learning from others can help you avoid common frustrations.

Here are the 10 things our clients say they wish they’d known earlier.

Switching is more straightforward than you think

It’s a common misconception that switching home care providers is a complicated or expensive process. In reality, it’s free and you can do it at any time.

To make the switch, all you need to do is contact My Aged Care, ask for a new referral code, and pass it on to your new provider.

From there, your new provider will help set an end date with your current provider and guide you through the transition.

If you’re thinking about switching, download our free Switching Providers Guide to learn more about the process.

Understand how your budget is managed

One of the most common issues people experience is confusion around billing. Many switchers are surprised by unexpected fees or find that a big portion of their funding goes toward admin costs.

Before signing up, ask for a breakdown of:

• How your budget is split between care management and services

• Any fees for setup, cancellation or exiting

• What kind of monthly statements you’ll receive

For independent support, the Older Persons Advocacy Network (OPAN) is a great resource.

You should always know who your Care Manager is

Poor communication is one of the top reasons people change providers.

Many switchers say they didn’t know who to contact when things went wrong, or that they rarely heard from their provider once they signed up.

A strong provider will assign you a dedicated Care Manager from day one - someone who knows your care plan, checks in regularly, and can make changes quickly when needed.

So, if you’re unsure who your Care Manager is or struggle to get a call back, it may be time to look elsewhere.

Ask whether staff are employed or contracted

Not all providers employ their own care staff.

Some rely on agencies or contractors, which can lead to irregular scheduling, unfamiliar workers, and gaps in care.

At 365 Care, our support workers are part of our team. That means greater consistency, better rapport, and care you can trust.

Home care should feel personal - and knowing who is coming to your home is a big part of that.

You don’t have to settle for poor service

Many people stay with providers who aren’t meeting their needs simply because they don’t realise they have options.

You’re allowed to change providers at any time. 

If you're not sure where to start, check out our Switching Providers Guide.

You can continue using your preferred health professionals

Many people worry that switching providers means starting over with new allied health services.

That’s not the case.

You can keep seeing your existing physiotherapist, podiatrist, or any other health professionals you trust. A good home care provider will work with your current care network to maintain consistency.

At 365 Care, we know how important it is to keep trusted health relationships intact. Learn more about the services we support.

Know what your funding covers

Some people end up paying for services out of their own pocket simply because they weren’t told what their Home Care Package includes.

Your package can often cover transport, domestic help, allied health and more. If you’re told something isn’t covered, make sure you understand why.

A skilled Care Manager will know how to stretch your funding further. You can explore more about what's included at My Aged Care.

Don’t be swayed by discounts or deals

Some providers offer gift cards, fee waivers or other short-term perks to attract new clients.

But these offers can mask ongoing service issues, like poor communication or lack of support once you’re onboard.

Instead of focusing on incentives, ask questions that matter. How often will you speak to your Care Manager? How quickly can your services be adjusted? What training do staff receive?

If you’re unsure what to ask, download our How to Compare Providers Checklist.

Find out where your provider is based

Your provider’s location matters more than you might think. If they don’t have a strong local presence, you might end up with long travel times, late visits, or even cancellations.

Ask if your provider has a team near you, and how they manage shift coverage in your suburb.

At 365 Care, we have teams that service the following areas: 

• Blacktown
• Penrith
• Cumberland
• Hawkesbury
• Fairfield
• Western Sydney &
  South West Sydney
• Parramatta
• Liverpool
• Camden
• The Hills Area
• Lower Blue Mountains
  
  

Make sure you let My Aged Care know

Once you’ve chosen a new provider, it’s important to notify My Aged Care. You’ll need to:

• Request a new referral code

• Set an end date with your current provider

Your new provider can help with this process to ensure a smooth transition. You can read more about switching at My Aged Care.