Start getting your organisation and workforce ready now. The changes will require updates to processes, financial planning, staff capability and documentation. There are 6 actions, and some you can start now that do not need ICT updates to be complete.
3.1 Review and update business processes (Now–September)
- Review your internal processes for care planning, budgeting, service agreements, billing and reporting.
- Identify process update to reflect removal of personal care contributions.
- Ensure the changes are consistently applied across your organisation.
3.2 Update documentation and templates (July–September)
- Review and update participant-facing documents, including service agreements, invoices, participant statements, letters and care summaries.
- Remove references to personal care contributions from 1 October.
- Ensure consistent and clear wording across materials.
- Ensure documents clearly explain that only personal care contribution arrangements are changing and that other contribution arrangements continue to apply.
3.3 Update billing and finance processes (July–September)
- Implement controls to ensure contributions are not charged for personal care services delivered from 1 October 2026.
- Update invoicing processes to reflect no contributions for personal care.
- Ensure you make a clear distinction between services delivered before and after 1 October 2026.
3.4 Ensure alignment across care plans, agreements and billing (August–September)
- Check that care plans, agreements and billing are consistent.
- Resolve any discrepancies you find before 1 October 2026.
- Confirm that services you are delivering match what is agreed and billed.
- Conduct a sample quality audit to confirm care plans, service agreements, and billing outputs are aligned and accurate.
3.5 Train and support staff (July–September)
- Provide staff with information and guidance on the personal care contribution changes so they can support participants and respond to enquiries.
3.6 Prepare staff for the transition period (August–September)
- Provide guidance to staff on how to manage services during the transition through to 1 October. Let them know they may receive more participant enquiries and potential complaints during this period. You should provide them with tools to help them navigate the change, such as:
- internal FAQs
- scripts they can use for phone enquiries
- examples of common scenarios such as mixed invoices
- guidance on handling participant confusion.
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