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Speaker 1: Five A Nights with Matthew Pantalas. We'll get back to

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Speaker 1: your calls on Leon and other topics as we go

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Speaker 1: through the night. But for the next little while in

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Speaker 1: the studio with me two of EH's best. We've got

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Speaker 1: Ali who is regional manager and Vanessa who is here

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Speaker 1: as well. She is onboarding and service development manager. Ladies,

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Speaker 1: good evening, thanks for coming in, Thank you for having us.

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Speaker 1: Now you're here because as people will know, first of November,

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Speaker 1: there's been significant changes to how the home care packages.

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Speaker 1: In fact they've changed, they have a new name now,

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Speaker 1: but how age care is administered and these changes brought

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Speaker 1: in by the federal government how age care services are

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Speaker 1: delivered at home. So for people listening, if you're confused

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Speaker 1: by it, if you're not certain about what the changes mean,

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Speaker 1: if you're on a package or were about to be

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Speaker 1: on or waiting for one, then we can help you

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Speaker 1: off there. You can just ring double two three, double

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Speaker 1: double five, the competition line number normally, and on the

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Speaker 1: end of the phone you'll get one of the ladies

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Speaker 1: here from ECCH and there's a few people here and

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Speaker 1: they're here to answer you calls off air. The interactive lounge.

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Speaker 1: It is open now, so tell us about the changes

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Speaker 1: made November the first. A lot of people will have

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Speaker 1: heard of them but may not know exactly what it means.

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Speaker 1: You're the experts in age care at ech. Can you

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Speaker 1: explain what support at home as it's called now is.

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Speaker 2: Sure? So from the first of November, what was home

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Speaker 2: care packages and short term restorative care program became one

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Speaker 2: under what's been called Support at Home. So people services

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Speaker 2: in their homes won't be changing, but the way that

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Speaker 2: they're funded will be and the way that they might

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Speaker 2: be asked to pay is.

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Speaker 1: Also So how do those changes work?

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Speaker 2: So you don't have to have done anything, Your funding

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Speaker 2: will automatically have been changed over to support at home.

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Speaker 2: What should have happened is one of your care partners

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Speaker 2: should have come out and explained the changes to you

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Speaker 2: and what this means for you specifically, because everybody's situation

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Speaker 2: is unique and different, okay.

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Speaker 1: So nobody necessarily will notice anything.

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Speaker 2: Not in the way your service is delivered in the home.

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Speaker 2: One of the major changes is an income and asset test,

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Speaker 2: so people might be asked to contribute to their package

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Speaker 2: when they may not have before. So for clinical services,

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Speaker 2: no one has to make any contribution that's fully government funded,

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Speaker 2: but for other services like cleaning and shopping, there is

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Speaker 2: likely to be a co contribution for that anyone who's

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Speaker 2: not grandfathered.

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Speaker 1: All right, So does that mean what fifty percent is

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Speaker 1: that co contribution or would it be less?

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Speaker 2: More so, it depends on the type of service. For

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Speaker 2: your entry level services like cleaning and gardening, it could

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Speaker 2: be up to eighty percent, right, for other services it's

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Speaker 2: as low as five percent you're a full pensioner.

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Speaker 1: I suppose then people choose whether they want that service.

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Speaker 2: They will. We think there might be a change in

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Speaker 2: people wanting to take up more clinical services because there's

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Speaker 2: no cost for those. So ECH does nursing, occupational therapy,

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Speaker 2: physio therapy, massage therapy, so most of those are covered

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Speaker 2: by clinical, not massage therapy unfortunately, but the nursing and

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Speaker 2: all the other allied coal services are covered.

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Speaker 1: So essentially, if you need a nurse, a physio whatever

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Speaker 1: to come to the house, still no charge. If you

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Speaker 1: need a cleaner or a cab or a gardener or

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Speaker 1: whatever else.

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Speaker 2: Expec client contribution.

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Speaker 1: Potentially, you mentioned grandfather So does that mean people who

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Speaker 1: are on the old scheme don't. That doesn't apply to them.

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Speaker 2: So the government is saying there's a no worse off principle,

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Speaker 2: which means that if you were assessed as needing a

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Speaker 2: package or receiving a package on or before the first

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Speaker 2: of sets the twelfth of September twenty twenty four, which

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Speaker 2: is a day on which ANAKA well's made the announcement

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Speaker 2: about support at home, you'll contribute no more than you were.

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Speaker 2: So if you're contributing nothing, it'll be nothing. However, if

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Speaker 2: you're paying what's called an income tested care fee, you'll

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Speaker 2: pay up into that amount.

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Speaker 1: Right, okay. So that's effectively the change date twelfth September

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Speaker 1: last year, So if you were on a package, you're okay.

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Speaker 1: Before then, if you were well, you might be paying.

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Speaker 2: Yes, So up until the first of Tranvember, anyone assessed

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Speaker 2: after September twelfth has not been making a contribution, so

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Speaker 2: from the first they're going to be asked to pay.

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Speaker 1: Okay, I understand. There's also three short term funding streams.

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Speaker 2: Yes, so we've got our end of life care pathway,

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Speaker 2: so someone can receive up to twenty five thousand dollars

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Speaker 2: worth of funding for the last sixteen weeks of their

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Speaker 2: life to allow them to pass at home, which is

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Speaker 2: where most people would like to pass rather than in hospital.

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Speaker 2: We've also got the rest Already of Care program, which

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Speaker 2: replaces what was called short Term Restorative Program. And then

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Speaker 2: we've got some funding which is for Assiste technology and

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Speaker 2: home modification. So previously, if you're on a package, you'd

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Speaker 2: have to save up your money for purchase of large items,

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Speaker 2: but with this change, you can now apply to get

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Speaker 2: the equipment or the modifications that you need straight away,

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Speaker 2: which is a positive for the clients.

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Speaker 1: Yeah, fantastic. All right. There is an online calculator, isn't

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Speaker 1: there that people can use to work out some.

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Speaker 3: Of this correct and if you have for any questions

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Speaker 3: or queries regarding that, our onboarding team can certainly assist

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Speaker 3: people to understand that calculator a bit better and support

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Speaker 3: them to input their information to give them a rough

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Speaker 3: idea of what they might be contributing. And certainly that's

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Speaker 3: something that EH has been well known for and our

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Speaker 3: onboarding team have been highly valued for, is the fact

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Speaker 3: that we've supported people to understand if they have in

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Speaker 3: the past needed to contribute what would have been called

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Speaker 3: an income tested fee certainly in this renewed space. Again

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Speaker 3: they've taken on they've got those skills and they can

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Speaker 3: support people to understand what they may need to contribute

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Speaker 3: in the future.

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Speaker 2: State.

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Speaker 1: Yes, I don't know if this is a question you

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Speaker 1: can answer, but g I suppose for people receiving benefits

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Speaker 1: like this, it would probably help if all the fees

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Speaker 1: were standing across the border. I don't know if they are,

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Speaker 1: do you know what I mean? Like, just have a

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Speaker 1: set rate.

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Speaker 2: At the moment, providers are able to set their own rate,

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Speaker 2: but from the first of July next year, the prices

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Speaker 2: will be capped similar to the NDIS, so providers can

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Speaker 2: still set their own price as long as it's within

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Speaker 2: that cap. So we think we'll see what we saw

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Speaker 2: with NDAs, where everybody charges the top the mount.

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Speaker 1: Yes, okay, but they probably are now anyway right or

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Speaker 1: at least uncapped, but the top of the out Yes.

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Speaker 2: So ECH is well placed within the market in terms

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Speaker 2: of our pricing. And it has something that we've had

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Speaker 2: to change with support at home. So previously you had

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Speaker 2: care and package management charges. There's no package management charges anymore.

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Speaker 2: A care management has been reduced to no more than

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Speaker 2: ten percent of the package. So prices have gone up,

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Speaker 2: but that's because we've had to price differently according to

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Speaker 2: the government rules.

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Speaker 1: Okay, eight double two to three double double five. That's

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Speaker 1: the number. If you'd like to ask a question off air,

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Speaker 1: you can. We've got people here from ECH who are

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Speaker 1: only too happy to hear from you tonight, and they

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Speaker 1: can take your calls off there on that number in

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Speaker 1: the interactive lounge and give you some advice and information

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Speaker 1: about perhaps the package you're on, or if you were

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Speaker 1: eligible for one, what the criteria is. We know, ladies,

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Speaker 1: that everyone's individual circumstances are different. So the funding levels

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Speaker 1: you've talked about, grandparenting people and all the rest of it,

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Speaker 1: But with individual circumstances, what's the best way to go ahead?

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Speaker 1: I suppose they re your office. If people want to

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Speaker 1: find out more.

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Speaker 2: They can bring our onboarding team on one three hundred

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Speaker 2: two seven five three two four, and as Vanessa said,

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Speaker 2: we can help them to understand what they might be

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Speaker 2: asked to contribute for each service type across for the

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Speaker 2: individual circumstances.

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Speaker 1: All right, what type of support and services are available?

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Speaker 1: Let's cover it with support at home. I know you've

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Speaker 1: taught you know, nursing, et cetera, gardening. So is it,

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Speaker 1: you know, the whole box of dice to do with

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Speaker 1: living in a.

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Speaker 2: Home generally yes. So there's a specific service list that

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Speaker 2: we can help people to understand what services they can

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Speaker 2: have in place. There are rules around what we can

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Speaker 2: and can't deliver. One of the things that we can do,

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Speaker 2: as I said, is our allied health and nursing. We

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Speaker 2: also have wellness centers across Metro and Fleurio where people

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Speaker 2: can come for classes or to see a therapist. One

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Speaker 2: to one EH is a one stop shop for all

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Speaker 2: those services. Visits in the home might include shopping, cleaning, gardening, transport,

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Speaker 2: meal preparation, personal care. So we have the whole breadth

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Speaker 2: of depth of services.

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Speaker 1: Okay, wonderful. So for anyone who's been on the home

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Speaker 1: care and now is part of the support package, do

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Speaker 1: they need to actually do anything?

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Speaker 2: Absolutely not. All of the funding is transferred across from

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Speaker 2: home care packages to support at home. They'll continue to

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Speaker 2: be eligible for the same amount of funding that they

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Speaker 2: were previously. If they need a reassessment to get some

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Speaker 2: more funding, their care partner will assist them to attend

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Speaker 2: to that process via my age care.

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Speaker 1: Okay, and by now should everyone have been contacted by

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Speaker 1: their providers.

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Speaker 2: Yes, So we've gone and done thousands of visits with

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Speaker 2: our clients to explain to them in person exactly what

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Speaker 2: it means for them and their personal situation. So you

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Speaker 2: can imagine how many hours that's been. The team have

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Speaker 2: done an amazing job across the met JA and for area.

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Speaker 1: It's fun real, isn't that you'd be driving out to

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Speaker 1: every house?

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Speaker 2: Yes, that's exactly what happened. It was a lot of

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Speaker 2: a lot of logistics and lots of work.

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Speaker 1: Correct, How long's that take? What a few months? I

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Speaker 1: suppose to organize? And said it over to weks, Did

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Speaker 1: you really?

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Speaker 2: Yeah?

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Speaker 1: My goodness, it's amazing all right. For anyone who has

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Speaker 1: been thinking about a package doesn't know where to start off.

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Speaker 1: How does one access a package?

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Speaker 3: So I think the important thing to understand is that

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Speaker 3: you need to engage with my age care process and

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Speaker 3: that starts either looking at the internet just searching that phrase.

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Speaker 3: There's a process that it can support that you work

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Speaker 3: through and you can be supported to do that with

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Speaker 3: our team. We've got some team members that are very

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Speaker 3: skilled in just that early stage access around Commonwealth Home

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Speaker 3: Support for those who are just starting their age care

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Speaker 3: journey and need a little bit of extra support and

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Speaker 3: home and then we've got information that we can send

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Speaker 3: out on how to navigate that my agecare process so

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Speaker 3: that we can support them in that way, we can

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Speaker 3: demystify the process. I think it's really important to understand

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Speaker 3: that in the last few months people will have received

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Speaker 3: a lot of information from the government, and often that

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Speaker 3: comes in not just one letter, but pages within letters,

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Speaker 3: and I think that can be very confusing for people.

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Speaker 3: And our role in that regard is to actually support

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Speaker 3: people to understand what those letters and that communication means

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Speaker 3: for them, and whereabouts they are in their journey and

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Speaker 3: how long things might take to happen for them.

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Speaker 1: I did get the glossy not for myself but for

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Speaker 1: a relative, my mum. She got the glossy booklet and whatever.

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Speaker 1: And I got to confess halfway and it wasn't that

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Speaker 1: hard to read, to be honest, but halfway through my

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Speaker 1: eyes just glazed over just the terms and everything else.

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Speaker 3: It's easier when you're talking to someone, I think, to

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Speaker 3: just spell it out and the key points and what

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Speaker 3: you need to do, and also to a lay fear.

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Speaker 3: It can be quite confronting. Some of the information that

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Speaker 3: you're receiving seems quite formal, and I think one of

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Speaker 3: the things that our team are very good what doing

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Speaker 3: is just demystifying and settling the fear.

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Speaker 1: And I suppose to for most of us, we get

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Speaker 1: this and think, why are they changing it? You know

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Speaker 1: it's been working well. You must be getting that from

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Speaker 1: people a little bit.

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Speaker 2: But it changed as a result of the Royal Commission

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Speaker 2: into age care. So it was one of the recommendations

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Speaker 2: in that report to make age care more simple and

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Speaker 2: easy to navigate for older people. It's a complex system.

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Speaker 2: It's still not easy to navigate, but that's what we're

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Speaker 2: here for.

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Speaker 1: Yeah, fantastic, all right. Can GPE help with setting people

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Speaker 1: up or pointing them in the right direction? Is that

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Speaker 1: a first point? Particularly for people you know needing services

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Speaker 1: at home? Would that start at the GP clinic?

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Speaker 3: They certainly might notice that someone needs additional help. In

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Speaker 3: that case, we certainly have a very specialist, a special

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Speaker 3: person who's on the road, one of our community connectors,

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Speaker 3: who often speaks with our general practices and primary healthcare

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Speaker 3: to explain to them how they can support their patients

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Speaker 3: to engage with the process, and she's on the road

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Speaker 3: three days a week engaging with all of those environments

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Speaker 3: to help them understand what their role is in this,

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Speaker 3: because of course there's we no healthcare is something of

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Speaker 3: a journey, and I think it's really important to understand

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Speaker 3: what we need to do to support people to access care.

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Speaker 3: The issue we have is that often they leave it

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Speaker 3: to it's a little bit too late. So the sooner

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Speaker 3: they engage with the process and say hey, actually I

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Speaker 3: need some help, the GP could be the person that

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Speaker 3: just says, Okay, this is what you need to do. Alternatively,

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Speaker 3: we're a trusted advisor. Just give ECCH call yeah.

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Speaker 1: All right, Well what does ECCH offer through Support at Home?

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Speaker 2: We offer the full depth and breadth of services. We

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Speaker 2: also don't just offer it under age care funding. We

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Speaker 2: also do private health if people would like to access

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Speaker 2: something before funding becomes available. You might have seen things

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Speaker 2: in the media around how long it's taking to wait

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Speaker 2: to get to a package. So once someone's assessed, they're

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Speaker 2: approved for a package or Commonwealth Home Support if it's

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Speaker 2: for a home care package, will now support at home.

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Speaker 2: They go on a national queue and they have to

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Speaker 2: wait until the package is assigned to them, and as

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Speaker 2: we've seen, sometimes people are waiting up to twelve months

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Speaker 2: or more. So we are able to take anyone who

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Speaker 2: would like to self fund or privately health fund so

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Speaker 2: that they can get on top of a reablement and

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Speaker 2: wellness approach rather than a reactive approach when things haven't

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Speaker 2: gone so well.

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Speaker 1: That's good advice. Yeah, so get in any way, just

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Speaker 1: ask the questions. You have the largest retirement living and

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Speaker 1: in home care provider in South Australia seven thousand older.

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Speaker 1: So you made that many house calls.

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Speaker 2: Of not all of those are home care packages support

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Speaker 2: at home clients, but it was several several thousand.

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Speaker 1: I imagine the preferences for people to stay in their

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Speaker 1: own home though, I mean, I know that would be

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Speaker 1: mine if it came to that.

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Speaker 2: Yes, definitely, And that's why I'm promoting the wellness and

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Speaker 2: reablement approach. It's a lot easier to get on top

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Speaker 2: of a small problem than it is a problem that's

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Speaker 2: been going on for a lot longer time. But having

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Speaker 2: said that, we can turn things around. We can address

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Speaker 2: frailty and people not being able to do the things

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Speaker 2: that they used to do before. A lot of that

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Speaker 2: we can do by our wellness services.

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Speaker 1: Okay, so it's a matter of just ringing thirteen hundred

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Speaker 1: and two seven five three two four and find out

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Speaker 1: more about support at home. Yes, yes, okay, Now you

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Speaker 1: still hear the ladies in the other room are still there.

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Speaker 1: They're taking calls eight double two to three double o

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Speaker 1: double five. If you've got any questions you can ask

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Speaker 1: them off there. You won't be coming to air and

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Speaker 1: you can have a chat off air about the home

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Speaker 1: care support packages or support what's it called.

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Speaker 2: Again, support at home.

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Speaker 1: Supported home packages that EH offer and what great opportunity

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Speaker 1: to do that right now eight double two to three

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Speaker 1: double double five and you'll be off air, Vanessa, Ali,

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Speaker 1: thank you both coming in and explaining this and hopefully

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Speaker 1: it helps for people. I mean, it's, as you say,

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Speaker 1: just such a hard thing sometimes to navigate through. And

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Speaker 1: what does it mean are there still with this new

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Speaker 1: package system different levels because the old one had one,

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Speaker 1: level two, level three.

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Speaker 2: Level four, So anyone who was on one of those

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Speaker 2: levels before be transitioned across with the same amount of

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Speaker 2: funding under Support at Home. There are now eight levels,

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Speaker 2: so we will have people we will have a mix

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Speaker 2: of levels. There'll be old levels one to four and

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Speaker 2: new levels one to eight, plus the three short term

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Speaker 2: ones as well, so age you can imagine, there's had

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Speaker 2: to be lots of system change to accommodate having what's

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Speaker 2: effectively fifteen packages.

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Speaker 1: It's amazing. So that's more complex for even you guys

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Speaker 1: as well, let alone the poor old person at the

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Speaker 1: other end.

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Speaker 2: It is so while it's meant to be simplified, the

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Speaker 2: manual for providers is two hundred and fifty three pages long,

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Speaker 2: and we've had to operationalize that with information being updated

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Speaker 2: by the government even up until the day of go live.

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Speaker 2: So it's been a big job. It's been a big project,

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Speaker 2: but it's been really amazing the way that our teams

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Speaker 2: have come together, like the finance team, the scheduling teams,

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Speaker 2: all of the teams have had to come together because

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Speaker 2: it's a change for everyone, a real pleasure.

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Speaker 1: Oh yeah, absolutely, I'm sure. Is there a service that

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Speaker 1: people that you find people need the most? Is it cleaning?

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Speaker 1: It's a gardening, it's a physio.

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Speaker 2: A lot of people start off with cleaning and gardening,

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Speaker 2: and then once we're sort of visiting them, we're able

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Speaker 2: to observe things like, for example, someone's gate has changed

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Speaker 2: or the starting to walk a bit more slowly, and

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Speaker 2: we can recommend other services as well. Most people don't

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Speaker 2: start out with nursing. It's sort of the entry level

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Speaker 2: and work your way through. Everyone's assigned a care partner

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Speaker 2: that they can talk to and always ask for other

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Speaker 2: services which we can help you get, whether that's through

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Speaker 2: hcare funding or private helper.

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Speaker 1: And that care partner person stays with them, don't they

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Speaker 1: for agents and you just work with them. They're on

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Speaker 1: the end of the phone if they need help and

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Speaker 1: everything else.

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Speaker 2: Yes, So all our care partners have a case load

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Speaker 2: of clients that they work with that they get to

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Speaker 2: know that they visit quite regularly, have monthly at least

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Speaker 2: contact with, so they do have a working relationship to

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Speaker 2: ensure that they're getting all the services that they need.

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Speaker 1: And that's really important for the continuity of it. For

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Speaker 1: the what's the word I'm looking for the stability of

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Speaker 1: having a relationship and knowing if you pick up the phone,

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Speaker 1: you're going to get I don't know, Anna who looks

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Speaker 1: after you and takes care of your needs.

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Speaker 2: And we try and make sure that that's the same

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Speaker 2: for the people who are coming into their home to

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Speaker 2: ensure it's a consistent team of people that are coming

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Speaker 2: to visit. You can imagine if you're getting personal care,

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Speaker 2: you want the same person and you want the type

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Speaker 2: of person that you've requested, so we do match people's

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Speaker 2: needs and preferences as well.

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Speaker 3: The other thing we have mentioned here though, Matthew, is

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Speaker 3: what we offer in terms of respite. You know, one

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Speaker 3: of the things that we're seeing these reforms needing to

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Speaker 3: address is the needs of carers and certainly we see

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Speaker 3: that people who have the lived experience of dementia, they're

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Speaker 3: often being cared for by their partner or someone close

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Speaker 3: to them and accessing respite. Day respite is key and

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Speaker 3: that's certainly something that's funded under Support at Home and

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Speaker 3: also the Commonwealth Home Support program. We have four large

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Speaker 3: day programs across the metropolitan area north through south and

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Speaker 3: certainly that's been busy for us with these changes. It's

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Speaker 3: very important respite Cara burnout is a risk and our

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Speaker 3: teams in those centers are absolutely pivotal in supporting carers.

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Speaker 1: Quite apart from all that, I mean, the wonderful work

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Speaker 1: you do to help people stay in their homes. Is

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Speaker 1: a constant search for people to help out, for people

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Speaker 1: to be the cleaners and be the whatever else that

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Speaker 1: you need. That must be a constant thing.

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Speaker 3: It is I think across the sector, isn't it We

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Speaker 3: experience everywhere it's not.

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Speaker 2: We are very lucky to have a wonderful team of

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Speaker 2: both retainers and but.

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Speaker 1: You're always be looking for more. So if anybody's got

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Speaker 1: any skills that they could use in that regard, I'm

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Speaker 1: sure you'd love to hear from them. Absolutely yes on

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Speaker 1: that same number. Thirteen hundred and two seven five three

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Speaker 1: two four.

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Speaker 3: Certainly a good place to start.

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Speaker 2: Either that or you can go to the EH website

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Speaker 2: and find out where our career is page is.

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Speaker 1: Yeah, all right, terrific. Well look, thank you so much

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Speaker 1: for your time this evening. Vanessa and Ali from EH

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Speaker 1: South Australia's largest age care group and as I said,

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Speaker 1: seven thousand odd clients. It's amazing you can still ring

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Speaker 1: through if you want some off air advice and it

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Speaker 1: could be well, how do I get a package? What's changed?

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Speaker 1: I don't really get it. What services supports are available

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Speaker 1: to live independently at home? A range of questions regarding

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Speaker 1: staying in your home as you age eight double two

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Speaker 1: three double double five you'll be off air. You can

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Speaker 1: ask what you like, no one else will hear it.

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Speaker 1: And the lovely ladies here from eh. There's three or

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Speaker 1: four there answering the phones right now, so give them

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Speaker 1: something to do if you've got a question about the

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Speaker 1: support at home packages eight double two to three double

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Speaker 1: o double five. Vanessa and Ellie, thank you so much

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Speaker 1: for pomping by.

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Speaker 2: Thank you for having us