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Update on My Aged Care and Carer GatewayLocal Government NSW – Aged Care Forum
James Wilson - Engagement ManagerHealthdirect Australia
28 June 2016
Healthdirect AustraliaAbout us
Healthdirect Australia designs and delivers
innovative services for governments to provide
every Australian with 24/7 access to the trusted
information and advice they need to manage
their own health and health-related issues.
Healthdirect AustraliaSharing trusted knowledge
mindhealthconnectafter hours GP helpline
My Aged Care
Get Healthyhealthdirect Pregnancy, Birth and BabyNational Health Services Directory
No matter where people live, or what time of the day or night it is, they can talk to a professional, find trusted advice online about how to manage their issue, and locate the closest appropriate and open service that meets their needs.
Carer Gateway
Key components of the My Aged Care Gateway
4
• Aged Care Assessment
Teams (ACATs)
• Regional Assessment
Services (RASs)
• Service Providers – including
GPs & Hospitals
• Older people and their carers
• Contact Centre
• Website - Service Finder
• DoH Portal
Key components of the My Aged Care Gateway
5
• Aged Care Assessment
Teams (ACATs)
• Regional Assessment
Services (RASs)
• Service Providers – including
GPs & Hospitals
• Older people and their carers
• Contact Centre
• Website - Service Finder
• DoH Portal
• The Contact Centre, Website
and Service Finder are
components of the end to end
solution
Projected vs. Actual Contact Volume and Key Events
6
0
20,000
40,000
60,000
80,000
100,000
120,000
140,000
160,000
180,000
May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Jan-16 Feb-16 Mar-16 Apr-16 May-16
Projected Contact Volume Actual Contact Volume Average Speed of Answer
July 2015 Roll
Contact Centre Improvement ProgrammeMajor DSS
System Outage
Wollongong site to start 1 July 2016
Customer Satisfaction12 months – April 2015 to April 2016
• 97 % - Contact Centre - Overall Satisfaction
• 56 % Website – Overall Satisfaction
Making Referrals to My Aged Care
7
Referrals to My Aged Care Contact Centre
Referrals can be made in the following ways:
1. Phone call to My Aged Care – Phone: 1800 200 422 – Monday to Friday – 8.00 am until 8.00 pm
Monday to Friday or Saturday 10.00 am until 2.00 pm
2. Fax the My Aged Care Contact Centre – Fax: 1800 728 174
3. Online through My Aged Care website - https://www.myagedcare.gov.au/referral
Further information can be found at https://www.myagedcare.gov.au/helping-your-patients
A good referral outcome can be achieved through:
• Essential data is required to aid in timely and efficient processing including a Medicare Number
and key Contact Person
• Explaining the reason for referral is important – Older people declining the service has resulted in
a high number of rejected referrals at Assessment
• Not all people all eligible for Commonwealth subsidised services – private services are available
Empowering consumers by leveraging technology
8
Case study:
A client journey and
the interfaces with My
Aged Care
My Aged Care website
9
Improving the digital experience
Healthdirect Australia’s vision for the “My Aged Care” website is to achieve an
engaging and easy experience for consumers to access information on ageing
and aged care.
This will be achieved through:
• Discovery and Information function
• Leading Older people and their Carers to an action
• Making it easy for users to self-serve at least part of their relationship
• Segmented the website for each target audience
Website visits to www.myagedcare.gov.au for May 2016 – 289,681 = 72,420 per week
My Aged Care materials
Can be ordered at: http://www.healthdirect.gov.au/promotional-material
Consumer
Healthdirect Australia2015 – Carer Gateway
11
In December 2015, we were proud to launch our newest service, Carer Gateway. Carer Gateway is a national service which provides information about support services for people who care for someone with a disability, dementia, a chronic illness, mental illness or frailty due to age.
Contact centre: telephone support Monday –
Friday, 8.00 am and 6.00 pm
Website: online access to information about caring
Service finder: Locate nearest support services
Who are Carers?
• Carers are people who provide unpaid care and support to family members and friends
who have a disability, mental illness, chronic condition, terminal illness, an alcohol or
other drug issue or who are frail aged.
• In Australia, there are approximately 2.7 million carers who provide care to a family
member (i.e. parent, partner, child), friend or neighbour who needs help to go about
everyday life.
• Majority of carers are ‘hidden carers’, that is, they do not identify, or recognise
themselves as carers, which means they don’t seek the important help that is available
to them to assist and sustain them in the caring role.
• Many carers report positive experiences such as satisfaction in their role as carers, i.e.
relief knowing that their loved ones are being cared for appropriately.
• However, research and clinical observation shows that assuming a caregiving role can
be stressful and burdensome and has impacts on carers’ health and wellbeing.
Why a Carer Gateway, and how was it developed?
• Carer Gateway was established due to a recognisable need that carers require
help to assist them in their caring role. Carer Gateway makes it easier for carers
to find the services appropriate to their situation. Up to now, carers have been
searching for services through a number often confusing pathways across the
disability, mental health and aged care systems.
• Carer Gateway was developed based on:
o market research which validated the need for more simplified ways of
accessing support services;o workshops with carers to inform the design of the new service and the type of
information carers want; and o input from the Carer Gateway Advisory Group members who consists of
service providers, peak bodies, carers and individuals who have
carer-specific expertise.
What is Carer Gateway?
• Carer Gateway commenced operation in December 2015 as a new service
specifically for carers.
• Carer Gateway is a great place for carers to start to find information and
practical advice about caring and support services available to them, and
the person/s they care for.
• Carer Gateway is a phone and website service which carers or health
professionals can call 1800 422 737 from 8.00 am – 6.00 pm, Monday -
Friday, or visit www.carergateway.gov.au
• Carer Gateway website includes an interactive service finder to help carers
locate their nearest carer support services.
Healthdirect AustraliaContact Details
16
James Wilson
Engagement Manager – Carers and Aged care
Healthdirect Australia
Address: Level 19 – 133 Castlereagh Street, Sydney NSW 2000
email: [email protected]
phone: 02 9263 9060