To operate an MPS you must be an approved provider. As an approved provider you must understand and carry out the responsibilities set out in law for aged care service providers.
As well as your general responsibilities as an aged care provider, you will have responsibilities that apply as an MPS provider.
Services you can provide
MPS providers deliver health and aged care services for people in regional and remote areas. All MPS must deliver residential care and at least one other service.
As an MPS provider you must deliver your services in line with these service principles:
- All users or potential users of an MPS will have equitable access to services.
- Service providers must not act in a way that is inconsistent with the rights and responsibilities of care recipients specified in the Charter of Aged Care Rights.
- Services will be provided in a way that is culturally appropriate and recognises the rights, dignity and independence of service users.
- Consultation with the local community on health and aged care needs will be undertaken on an ongoing basis.
- All care recipients or potential care recipients of an MPS will be provided with information on the operation of the MPS and on the care services available from MPSs.
- Service providers will update and maintain accurate MPS information on the My Aged Care service finder using the service provider portal.
- MPSs will be managed and delivered in a way that demonstrates a commitment to continuous quality improvement through participation in an externally recognised accreditation process.
Quality of care
Multi-Purpose Services deliver residential care, so you must meet the Aged Care Quality Standards.
Most MPS providers deliver acute care. If you do, you must be accredited to the National Safety and Quality Health Service (NSQHS) standards. The Australian Commission on Safety and Quality in Health Care have developed an Aged Care Module that will help you meet the Aged Care Quality requirements that are not covered in the NSQHS standards.
Publish details about your services
You must provide details about your services on My Aged Care so they appear in search results. This includes the fees and description of your rooms.
You do this by entering your service’s details in the My Aged Care service provider portal. See our quick reference guide for help in completing this.
Make sure you keep this information up to date.
Agreements and plans
All MPS providers must have:
- resident agreements that set out the care and services provided, fees to be paid and the person’s rights
- a service delivery plan that outlines the level and type of services you provide
MPS providers receive funding from the Australian Government for aged care service delivery and funding from state and territory governments for health services, capital and infrastructure. Learn how funding for MPS can be used.
Fees and charges
Most approved MPS providers are a state, territory or local government authority. They set the fees for each MPS. Find out what fees and charges apply to MPSs.
MPS providers must have a complaints handling process and assist clients who wish to make a complaint.
Complaints should be made directly to the MPS in the first instance. They will investigate in line with their complaints handling policy. However, a person can also contact the state or territory government health complaints agency or the Commonwealth Ombudsman.
State and territory health complaints agencies:
- New South Wales — Health Care Complaints Commission
- Northern Territory — Health and Community Services Complaints Commission
- Queensland — Office of the Health Ombudsman
- South Australia — Health and Community Services Complaints Commissioner
- Tasmania — Health Complaints Commissioner
- Victoria — Health Complaints Commissioner
- Western Australia — Health and Disability Services Complaints Office
MPS providers must submit:
- an annual activity report
- an annual statement of financial compliance, income and expenditure for aged care funding provided by the Australian Government
State and territory governments have their own reporting requirements for health services funding they provide.
You must also comply with compulsory aged care reporting requirements. Learn more about your reporting obligations.