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Managing your services FAQs

Your questions about managing your Home Care services from Baptcare

Baptcare knows that choosing a Home Care provider can be confusing. Your questions are always welcome, and we are here to guide and support you. Call us on 13 22 78 any time and ask our friendly consultants to assist.

When will my Home Care Package start?

Your Home Care Package starts on the day that you enter into a Home Care Agreement. Once you have a Home Care Agreement, a care plan and a package budget, you can begin receiving your agreed care and services.

What is my Home Care Package budget for?

Your Home Care Package budget is what you use to pay for the care and services that you receive.

Baptcare will explain what services you can access based on your available budget.

You are able to see what funds are available in your package budget, and track how the funds are being spent.

Your Home Care Package budget consists of both the government subsidy (and eligible supplements) and the fees that you pay (including for any agreed extra care and services).

What if my care needs change?

If your care needs change, you should contact Baptcare on 13 22 78 and ask for a review of your care plan. We can help arrange for services to better meet your changing needs.

We will also work with you to make sure you get the most value out of your funds – and ensure you don't overspend.

What happens if I go into hospital, residential respite care, transition care or take leave for social reasons?

Your Home Care Agreement will outline what happens if you need to suspend the care and services that you receive as part of your Home Care Package.

You (or your representative) should contact Baptcare to discuss any planned leave.

If you’re admitted to hospital, Baptcare should be notified as soon as possible so your Home Care Package can pause, and you avoid any charges for services that you do not receive.

You should also discuss what happens to your fees and government subsidy while you are on leave.

If you pay an income-tested fee, you still need to pay this, however it may be at a lower amount. You should discuss this in more detail with Baptcare.

Can I change from my current Home Care provider to Baptcare?

Yes, you can change from your current provider to Baptcare, however you need to notify your current provider first.

You’ll then need to contact My Aged Care to get your referral code. This code is used by Baptcare to help you start your services with us.

You’ll need to complete the paperwork, including a ‘Transfer to Baptcare’ form, and send it to us. Baptcare will then liaise with your current provider to finalise your transition to Baptcare. We’ll also be in touch with you to find out your preferred start date.

Any remaining funds you have will roll over to Baptcare (excluding any exit fees that your current provider may charge).

Who is Baptcare?

Baptcare draws on more than 75 years of experience in aged care. We have delivered government-funded Home Care Package services for more than 20 years and we’re a leading provider of packages in Victoria. In this time we’ve helped thousands of people – and their families and carers – to get the quality Home Care they need and navigate the complexities of the aged care system.

Baptcare is a customer-focused, faith-centred, purpose-driven organisation that provides quality residential and community care for older people. Our experience and the scope of our services across aged care means we’re able to offer guidance and provide caring support if your heath or situation changes over time.

Not-for-profit

We care about you, not profits. We reinvest funds in to community projects.

No entry fees, no exit fees, no start-up fees

Unlike others, we don’t charge entry, exit or start up fees for any of our Home Care Packages or Services.

Caring staff

All our quality, caring staff are highly trained, have national police clearance. Personal Care Workers hold a minimum qualification of Certificate III in Aged Care and first aid training.