Findings from The Royal Commission into Aged Care Quality and Safety (2021) noted the significant challenges faced by older Australians and their carers when seeking to access and navigate Australia’s complex aged care system. The Royal Commission called for new face-to-face assistance to help older people and their carers to understand the processes involved in obtaining aged care. In 2021 a new face-to-face channel of My Aged Care was introduced to supplement the existing digital and telephony channels.
The new My Aged Care face-to-face channel is delivered by 80 Aged Care Specialist Officers(ACSOs) employed by Services Australia; it commenced operations in October 2021. HMA was appointed to undertake a formative evaluation of the new channel to assess its effectiveness, sustainability, scalability, and the scope for enhancing quality assurance arrangements to support continuous improvement. HMA also examined complementarity of the new service with the existing channels and newly introduced care navigation services.
In undertaking this evaluation, HMA incorporated analysis on several assemblages of data and triangulated their insights to formulate the evaluation findings. Twelve separate data analysis activities were completed including:
The project commenced in June 2022 and is due to be completed in March 2023.