Home care recipients urged to be aware of excessive and hidden fees

Exorbitant and hidden administration fees may still be rife within the home care industry, as misleading providers fail to issue statements despite the introduction of the Consumer Directed Care (CDC) legislation.

Even clients who receive statements are being urged to take a closer look, with administration charges being dressed up as line items that may appear to be services, but instead are efforts to reduce transparency between the provider and care recipient.

“Now is a great time for consumers and their families to be closely examining their statements and to fully understand how their package funds are being spent,” explained Envigor Home Care’s Executive Manager, Tracey Silvester.

“If they aren’t sure what a description means or it seems they have received a service but can’t remember what that service was, then they should ask for clarification.”

Labelling hidden administrative costs as “service support” or “advice and guidance” are tactics that home care providers may use to give the appearance of services rendered to the client.

“Some people have also been charged for emails and phone calls the provider sends and makes on their behalf. It is our view that these charges are included in the case management charge, and separating them out is effectively double dipping,” said Ms Silvester.

Offering a free consultation to anyone who feels they are paying too much, Envigor Home Care caps their administration fees at 10 per cent, leaving extra funding to be spent on services such as personal care, meal preparation, shopping assistance and transportation to appointments. 

The bundling together of administration costs, along with consumables and equipment on their statements, may be another area where recipients of care are being slogged with unnecessary and exorbitant charges.

“Care recipients also need to be on the look out for charges that vary from month-to-month, especially those in the area of ‘indirect service delivery’,” elaborates Ms Silvester.

“Similarly, many providers charge for travel time to a package, up to $20 a visit in some circumstances.”

While providers are entitled to charge for their travel time, they may also easily use more efficient scheduling practices to prevent their staff from driving so far between appointments.

“If clients are not happy with their current provider they can either move their entire package to a new provider, or ask their current provider to contract their service provision to another provider.”

Should clients still be unhappy with the outcome offered by their home care provider, a Government run Aged Care complaints service exists to aid and help care recipients take control of where their money is going.

With the introduction of CDC promising to provide more flexibility and control to recipients of home care, excessive administration fees may undermine this initiative, and take advantage of the vulnerable.

Envigor Home Care prides itself on being highly-transparent and accountable, with the introduction of CDC prompting the provider to closely review costs, and determine that they could cap their fees at 10 per cent, leaving their clients with peace of mind.

“Clients have a right to understand where their funds are being spent,” said Ms Silvester.

“At Envigor, we offer truly personalised care and work closely with clients and their families to make sure they get the services they need, and that they get the best value for money from their Government funded care packages.”

For more information www.envigor.com.au or call 1300 368 446

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