An insight into the future from Victoria - ACSA SA NT Home Care Conference March 2015
1. An insight into the
future from Victoria
Jeremy McAuliffe
General Manager, Benetas Home Care
2O March 2015
Aged & Community Services SA & NT Inc
2015 Community Care Forum
3. About Benetas
Anglican Aged Care Services Group was
established in 1948 by volunteers from the
Anglican Diocese of Melbourne.
Re-branded under the trading name of
‘Benetas’ in 2003 (which means ‘a good age
of life’ in Latin).
Services provided across Melbourne and
regional Victoria - home care packages,
respite programs, residential aged care
facilities, independent living units,
retirement village.
We support clients with a continuum of care
from housing and home care through to
specialist residential care.
1,400 employees and 400 volunteers.
4. Setting the Scene
When driving a car you
encounter various speed limit
signs, but these have changed
over time and drivers have had
to adapt.
Drivers look for signs and
adjust accordingly.
Aged care reform is changing
the signs on our roadway.
Like a speed sign, if you don’t
read it right there are
consequences.
5. Aged Care Reform today
Transitioning from traditional
Home Care Package service
models to new reform responsive
and CDC aligned service models,
impacts program procedure,
team and job roles, accounting
process, and finance systems.
Getting ready for Commonwealth
Home Support Program (CHSP),
Screening and Assessment tools,
Regional Assessment Service,
Provider Portals, client
matching.
Looking ahead - program
integration, individual funding,
provider ratings?
6. Assessment– current situation
The Framework for assessment in
the HACC program in Victoria, 2007 –
enter anywhere, no wrong door.
All providers conduct a service
specific assessment for the HACC
services they provide, short term
need.
500 HACC providers, wide range of
organisations.
Broad based, holistic assessments of
client and carer need, Living at
Home Assessments, longer term
need.
100 HACC assessment services across
Victoria, local government and
health authorities.
7. Assessment– current practice
No formally prescribed tool, provider
defined – organisational policy,
professional judgement.
Focus is on practice - guidelines,
resources, training etc. to support
good practice.
Assessment has an active ageing
approach, opportunities for
improved functional capacity and
social participation.
Care planning takes a person-
centred, goal-oriented approach.
8. Assessment– future impacts
No Regional Assessment Service (RAS)
in Victoria.
Transitioning HACC assessment and
ACAS to an “integrated” assessment
service at regional level.
Early implementation about to start,
will provide some insight to Stage II
age care reforms.
Has been heavily resourced by State
government.
9. Wellness/Reablement– Active
Service Model
Active Service Model assists people in the HACC target group to
live in the community as independently and autonomously as
possible.
Independence refers to the capacity of people to self-manage
the activities of their daily life, including social and community
participation.
Autonomy refers to making decisions about one’s life.
Principles - i)people have the potential to improve their
capacity, ii) people’s needs should be viewed in an holistic way,
iii) services should be organised around the person and their
carer.
Elements of health promotion, and strengthening care
relationships, family networks and social support.
10. Wellness/Reablement– Active
Service Model
‘Wellness’ or ‘active ageing’ approach, optimal physical
and mental health.
Capacity building, restorative care, improve social
participation.
Holistic person-centred approach, active participation in
goal setting and decision making.
Timely and flexible services, responding to recipient and
their carer’s needs.
Collaborative relationships between providers.
11. Wellness/Reablement– ASM
supports
State government support of ASM
implementation has been significant.
HACC funded agencies are required
to develop and submit individual ASM
implementation plans.
Regional ASM consultants available to
support providers to develop and
implement ASM responses.
ASM implementation currently under
review.
13. Fees – current situation
Victorian HACC Fee Policy in place
since 2006.
Policy sets parameters for HACC fees
– principles, charging procedure,
recommended fees, grievance etc..
Fee levels aligned to capacity to
pay- low, medium and high.
Fees are not prescribed, maximum
set at each level.
Client declared income – self
assessment.
Provider managed process –
information, collection,
administration.
14. Fees - current practice
Fees are recommended
maximums so providers
effectively set rates, typically
lower, not consistent
Policy allows for full cost
recovery if other funding is
available, typically higher.
Client income level is self
declared not formally assessed,
provider “discretion” applied.
HACC fees have “informed’ fees
for Commonwealth NRCP
services, not consistent.
15. Fees – future impacts
Moving from self declaration to
formal assessment of capacity
to pay, some consumers may be
unwilling to participate.
Moving from zero and low fees
to higher prescribed fees, may
compromise consumer
acceptance of service.
Fee is additional to funding not
“in lieu of”
Remains a provider managed
process.
16. Client Conversation- Fees
The client fee landscape is
different and so are conversations
with clients about money.
Clients, whether old or new lack
awareness and understanding of
income assessment and co-
contribution.
It takes time to explain co-
contribution and income
assessment, time that is unfunded
and may delay or block
commencement.
17. Client Conversation-
Expectations
We set client expectations, often
from the moment of first
contact.
The expectation we set will
influence the customer
experience sought by the client.
Client expectation can force
unsustainable and non-
competitive practice.
CDC doesn’t mean that you
should create an expectation
that you cannot fulfill.
18. Client Conversation - Choice
& Control
Choice has focused on client
preference.
Now it is multi-layered –
provider, service offer,
flexibility.
Customer experience or
range and flexibility
services.
Duty of care or dignity of
risk?
Advice or informed choice?
19. Client Conversation-
Service Agreement
Traditional client agreements
focused on compliance.
Client agreements should be more
about obligations.
Consider service as a partnership
with shared responsibilities.
What the provider will do, what
the client will do; and the
consequences of not doing.
An agreement brings everything
together.
20. Questions
Thank you for your interest and attention.
Contact me: jeremy.mcauliffe@benetas.com.au
More about Benetas: www.benetas.com.au
