Helping clients transition to Support at Home
Helping you make a smooth transition to a higher level of services
Navigating the aged-care system can be daunting and confusing. As people’s needs change, having access to higher care funding can make all the difference.
integratedliving’s Priority Team supports people when they are transitioning from the Commonwealth Home Support Program to Support at Home. By keeping in touch regularly, they ensure those transitioning feel supported and informed.
Navigating a complex aged-care system
Tom and his wife Kate* have been integratedliving clients for many years. (Their names have been changed for their privacy.) As Kate’s dementia progressed, followed by a stroke, caring for her was taking a toll on Tom. He made the difficult decision to move Kate to a nursing home.
It was a very stressful time for Tom. He had lost a significant amount of weight and was experiencing problems with his legs. He needed more support so that he could better care for himself at home and still be able to visit his wife. When Bec, an integratedliving Concierge Officer, offered to support him through the process of getting a higher care package, he was relieved.
“I can’t say enough about the professionalism, care and ethics of integratedliving,” Tom said. “Bec told me that I could get a short-term package for 56 days while I was waiting for the package to come through. When I was talking to Lauren, who helped me with the short-term program, she said it would include taxi vouchers so I could visit my wife, and I said, ‘You’ve got me!’”
“Both Bec and Lauren’s help was first-class. They sorted everything out,” Tom said. “They understand the system and guided and supported me every step of the way.
“They were so positive, and I felt that they were on my side.”
With the team regularly checking in on Tom while he waited for his package to come through, Tom started to feel more relaxed and secure.
“A physio and an occupational therapist came to my home to see what I needed and wrote a list. Now I have all the support I need. I’ve got meals, a walking stick, bathroom chairs, bottle openers and can openers – and best of all, I have the taxi vouchers so I can easily go and visit Kate,” Tom said.
The people behind the support
Concierge Officer Bec says that she loves her job and the role she plays to help clients and their loved ones through the ups and downs. She says that despite Tom’s positive outlook, she could tell that he was having a tough time, and it became her job to listen, cheer him up and provide company while also sorting out the business side of things.
“To know that my clients feel heard – that I understand their needs and struggles, as well as being able to share a laugh, is very rewarding,” Bec said. “I want to make sure their experience with integratedliving is positive. I really care about helping my clients to understand the My Aged Care system so they can maintain their independence and stay safely in their own homes.”
Alex, Acting Manager-Pathways with integratedliving, says that the goal of the Priority Team is to ensure clients can understand what services are available and clarify the next steps after they have had their My Aged Care assessment. “We provide a friendly and knowledgeable point of contact for any questions or changes in people’s needs,” Alex said.
“We can help you understand your current CHSP services and future Support at Home options, including short-term restorative care.”
*Client names have been changed to protect privacy. Tom and Kate are not shown in the photographs.