10 Things Every Home Care Switcher Wishes They Knew at the Start

When choosing a home care provider, it can be hard to know what good looks like. And while all promise to provide a great care experience, the reality can sadly fall far short of expectation. 

It’s something every switcher will attest to! The joy of finally having funding come through quickly turns into challenges they never saw coming. 

Maybe they’re not getting the support they expected, or struggling to understand where their funding is going.

Whatever the reason, the good news is, switching home care providers is easier than most people realise. And for anyone looking into care for the first time, there are plenty of lessons to learn from those that have been there before!

We’ve helped lots of older Australians make the move. Here are the ten things they wish they’d known earlier.

Switching is easier than you think

One of the most common misconceptions is that changing providers is difficult or expensive. 

Switching home care providers is actually really straightforward, free and you can do it at anytime.

All you need to do is notify My Aged Care, request a new referral code, and share that code with your new provider. 

We can help make the process seamless by managing everything for you, including liaising with My Aged Care on your behalf.

Or, if you’d like to do it yourself - just check out our guide to switching home care providers.

You can keep using your own health providers

Switching providers doesn’t mean starting from scratch with your care team.

 You’re still able to use your existing physiotherapist, podiatrist or any other allied health professionals you know and trust. 

A good home care provider understands that building trust with your health providers is extremely important, so they’ll try their best to keep things consistent.

You should always know who your Care Manager is

Communication breakdowns are one of the top reasons people switch 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.

Your Care Manager is one of the most important people when it comes to your home care experience.

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 if your provider uses contractor workers

Not all care workers are directly employed by providers. 

Some businesses rely on external contractors or agency staff to fill care hours. This can sometimes lead to inconsistency, last-minute cancellations, and reduced continuity of care.

Home care is personal. You have a right to know who’s coming into your home, so you can feel safe and build a trusted relationship.

At SAI Home Care, all our care workers are part of our in-house team, so you can expect familiar faces and reliable support.

Find out where your provider is based

Location matters more than you might think. 

Providers without a strong local presence often send workers from outside your area, which can result in travel delays or cancelled shifts.

Before choosing a provider, ask where their support team is located, whether they have staff in your suburb, and how they manage travel times. 

A provider with a local focus is more likely to deliver reliable, responsive care.

Ask how your budget and billing works

Many people are surprised by unexpected fees or deductions in their monthly statements - often because they didn’t fully understand how their package was being managed.

Before switching, ask your new provider to explain how billing works, including:

• How much is spent on care management and services
  
  
• Whether they charge exit or setup fees
  
  
• What reports or statements you’ll receive each month
  
  

Once you get your first statement, it’s a good idea to ask your provider to explore what certain terms or charges are - just so you can feel confident moving forward.

Understand what your funding can be used for

Without the right information, some people end up paying out-of-pocket for things, like cleaning, allied health, or transport, because they don’t realise these services could be covered under their funding.

If you’ve been told “that’s not included” without a clear explanation, it may be time to get a second opinion.

A knowledgeable Care Manager will know how to make the most of your funding and stretch it further.

Don’t get caught out by short-term deals

Some providers may offer sign-up incentives, low initial fees, or other short-term perks to get you on board. But while these offers can seem appealing upfront, they often come at the expense of long-term service quality.

Instead of focusing solely on the cheapest starting price, it’s worth asking deeper questions. How often will you hear from your Care Manager? How quickly are service requests actioned? What training do their staff receive? Are there clear service standards in place?

Choosing a provider based on quality, not gimmicks, ensures you enjoy great service from day one, and every day after that.

You don’t have to settle

The biggest lesson many people share? You don’t have to stay with a provider that isn’t meeting your needs.

Whether it’s poor communication, unexplained fees, or care workers who don’t show up, you have options. 

If you’re looking for tips - or questions to ask your new home care provider to ensure they’re a good fit - check out our How To Compare Home Care Provider Factsheet.

You must notify My Aged Care to finalise your switch

Once you’ve chosen a new provider, you need to tell My Aged Care you’re switching.

This involves requesting a new referral code and setting an end date with your current provider.

Your new provider can guide you through this process.

Make sure to view our guide to switching home care providers so you don’t forget any of the important steps.