Date published: 
18 February 2020
Media type: 
Media release
Audience: 
General public

Minister for Aged Care Richard Colbeck said the provision of services for senior Australians remained a priority and investment in the My Aged Care website remained key to delivering care to those who need it most.
 
Minister Colbeck said myagedcare.gov.au and its helpline remained a vital link for loved ones and their families.

“The contact centre has a strong record of answering calls quickly,” Minister Colbeck said.

“The average time to answer a call is less than 30 seconds.

“In the first half of 2019-20 the proportion of calls that went unanswered fell to less than two per cent.”

In addition to the contact centre and website, My Aged Care supports assessors, advocates, system navigators and health professionals to provide face-to-face information and guidance to older people and their families to help them access aged care services.
For example:

  • $7.4 million has been invested in system navigator trials to understand how we can better help people access aged care services. We remain focused as the important work of the Royal Commission continues and anticipate its final recommendations on November 12. 
  • A further $10 million has been committed for Culturally and Linguistically Diverse (CALD) system navigator services.
  • In 2018-19, the assessment workforce completed over 440,000 face-to-face assessments to support older Australians seeking aged care services.

The department is also exploring opportunities for further face-to-face support to be provided through a wider range of community organisations, to ensure that there is ‘no wrong door’ to access aged care services.

“Elderly and senior Australians deserve the highest possible standards and practices when it comes to delivering care and offering families peace of mind,” Minister Colbeck said.

He said the Federal Government continues to implement changes within the sector following the Royal Commission into Aged Care’s interim report.

“We remain focused as the important work of the Royal Commission continues and anticipate its final recommendations on November 12.” 

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