How My Care Journey Vets and Refers Providers​
Aged care provider referral decisions should be based on more than availability alone. At My Care Journey, we consider each person’s needs, budget, location and circumstances before suggesting suitable providers. One of the questions we get asked most often, usually once someone is genuinely close to making a decision, is how we actually choose which providers to refer. It is a fair question. This is what happens behind a referral, in plain terms. How Our Aged Care Provider Referral Process Works Referring just any registered provider would not be difficult. Referring one that is genuinely a good fit for a person’s specific needs, budget, and circumstances takes more work, and it is the difference between a service that sticks and one that gets switched a few months in. With over 70% of older Australians preferring to age in place at home, accessing timely and suitable home care services has become crucial. What We Check Before Referring a Provider Current registration and compliance status Our aged care provider referral process considers registration, service availability, relevant experience and feedback where available. Service area and actual availability, not just listed coverage. This is particularly vital given that more than 100,000 people across Australia are actively waiting for an allocated care place. Track record and direct client feedback where available Specialisation relevant to the person’s specific needs Communication style and responsiveness How We Match Providers to Individual Needs Matching is not one size fits all. We take into account assessed needs, cultural and language considerations, budget, and location, rather than defaulting to whichever provider is easiest to reach or most well known. What Happens After a Referral 1. An introduction is made between the participant or family and the provider 2. The family confirms fit through their own conversations with the provider 3. Any service agreement is handled directly between the client and the provider 4. My Care Journey remains a point of contact if questions or issues come up afterward What We Don’t Do We do not prioritise providers based on who pays more to be featured We do not lock families into a single option We do not make final decisions on a family’s behalf A referral that only benefits us in the short term is not actually a referral worth making. The whole model only works if the fit is genuinely right for the person. Staying Accountable Over Time Vetting is not a one off exercise. We maintain an ongoing relationship with the providers we work with, and feedback from families directly informs whether a provider continues to be part of that network. As the sector undergoes structural changes supported by $2.9 billion in federal funding reforms, maintaining strict quality oversight remains essential. FAQS We believe choosing an Aged Care provider should feel clear and informed. Here are answers to some common questions about how My Care Journey works. Are the providers you refer paying to be listed? No. Referrals are based on the individual’s needs and circumstances, not on payment from providers to be featured. What if a provider you refer doesn’t work out? You are not locked in. If a referral is not the right fit, we can help you explore alternative provider options. Do you only work with large, well-known providers? No. Our network includes providers of different sizes. The right fit depends on your needs, location, service area and the provider’s areas of specialisation. How do you check a provider’s track record? We consider factors such as registration and compliance status, service history and direct feedback when assessing provider options. Need Help Finding the Right Provider? If you’d like support with an aged care provider referral, My Care Journey can help you understand your options and identify providers that may suit your needs. Call 1300 20 11 44 or email Info@mycarejourney.com.au to speak with our team. Ask My Care Journey for a provider referral → Contact Us