FAQ's

My Designed Homecare specialise in helping Seniors live safely and independently in their own homes through the Australian Government’s Aged Care Support at Home program. With over 35 years of industry experience, our founder Christina McMichan and team create truly “designed” care plans tailored to your assessed support plan approval and your personal goals. 
 

Below are answers to the most common questions we receive. If your question isn’t answered here, please contact us directly.

 

1. What is the Support at Home program and how does My Designed Homecare fit in?
 

The Support at Home program (which fully replaced Home Care Packages in November 2025) provides government-funded subsidised support for eligible seniors to remain living at home. Funding is based on your assessed care needs (8 classification levels with annual budgets roughly ranging from $11,000 to $78,000). My Designed Homecare is an independent care coordination team. We don’t just supply services — we design, manage, and coordinate your entire support plan using a trusted network of quality support workers from approved platforms. This gives greater flexibility, increased choice of workers, and truly personalised organising of your care.

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2. What services does My Designed Homecare offer?
 

We coordinate a full range of in-home supports, including:

• Clinical supports: Nursing, medication management, wound care, allied health (physiotherapy, occupational therapy, etc.) and Personal care (showering, dressing, grooming)

• Independence supports: individual social support, transport to appointments, respite and group outings

• Everyday living supports: Domestic assistance (cleaning, laundry), meal preparation, shopping, gardening, home maintenance

• Specialised support: Dementia support, Parkinsons, MS, Palliative care. 
  
  Every plan is “designed” around you - your home, routines, and goals.

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3. Who is eligible for Support at Home services?
 

You may be eligible if you:

• Are 65 years or older (or 50+ if you are Aboriginal or Torres Strait Islander) 

• Are an Australian citizen, permanent resident, or hold a protected Special Category Visa

• Have an assessed support plan (determined through a free My Aged Care assessment)

Eligibility and funding level are decided by an Aged Care Assessment team — not by the provider.

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4. How do I get started if I don’t have a Support at Home level of approval?
 

1. Contact us on 0449 800 400 and we will guide you through the process.

2. No obligation No cost to you we will assist you to register with My Aged Care, go through the screening questions

3. Provide you clarification on how the system works and what to expect

4. You can contact us to help you understand letters you may have received in regards to your aged care application

5. It is your choice but once your Allocated your funding we will happy to carry on our assistance with providing the Service Coordination of your Support at Home program working with you to budget the services your need, organising and following through managing your services making changes when your needs change. (this is the point where we would start being paid ie from your package funding not your pocket for ongoing service coordination)

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5. How much will I have to pay?
 

Support at Home is largely government-subsidised, however government state a full pension should be contributing for services with part pensions and self-funded retirees contributing higher percentages of service hourly rates. How does this look:

• Clinical Services ie: Nursing Care, Allied Health services, Nutritional supports and Personal Care services are Zero percent (0%) contribution by you.

• Independent Services ie: Individual Social Support, Community/Group engagement, Digital Education and Support, Respite, Therapeutic services eg: Acupuncture, Remedial Massage, Chiropractor, Hydrotherapy etc is for full pensions a payment of 5% of the service hourly rate, part pensions will pay between 5% and 50% which is determined by Services Australia on the financial information you have provided, same with self-funded retiree’s however there percentage would be between 17.5% and 80%

• Everyday Living ie: House Cleaning, Lawn mowing and light Gardening, minor home maintenance and minor repairs the pay out of pocket for seniors is full pensions 17.5%, part pensions pay 50% and self-funded retires pay 80% of service hourly rate charges

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You can complete the Financial Hardship form and lodge with Services Australia to seek approval for the percentages to be either decreased or waivered. There is no guarantee it will be the decision by Services Australia upon considering the details you put into your Financial Hardship form. NOTE: A provider cannot waiver these contribution rates, it is Government fixed however ask us about options Any extra services you choose beyond your funded package would also be Voluntary Contribution made to the provider directly by yourself or family.

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6. Which areas do you service?

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We primarily serve Western Sydney, South West Sydney including the city of Campbelltown, The Hill district thru to Hornsby Shire, Inner West Sydney, Canterbury/Bankstown. We will do outside these area’s eg: Central Coast, to other States of Australia but these would be coordinated via phone, email and video calls, where our local LGA’s we like to make physical service coordinator visits to clients where possible.

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7. Can I choose my own care workers?
 

Yes! As long as they are not family (as per govt guidelines unless you lived in an officially classified rural and remote area)… As an independent coordinator, we give you far more choice. If you have someone you know who you want to provider service and as long as they can provide the documents required to be Government compliant and enter an agreement to provide service we can use your preferred worker/person. Note: some services do required specific qualifications eg: certificate of individual support.

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8. What if my care needs change?
 

Your plan is flexible. We conduct regular reviews (and can request government reassessments when needed) so your funding and services grow or change with you. Whether you need short-term help after hospital or long-term complex care, we adjust quickly.

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9. How does My Designed Homecare differ from other providers?

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• Independent & personalised — not a large corporate chain (you’re a person not a number)

• Established Locally owned and operated in Western Sydney

• True care coordination — we manage everything so you don’t have to

• Founder-led with 30+ years’ experience

• Emphasis on “designed” care — plans built around your home, lifestyle, and preferences
   

Many clients tell us they finally feel cared for and listened too!!
 

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10. Who is the Provider?:

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Trilogy Care Pty Ltd is the provider, My Designed Homecare has a partnership agreement with Trilogy Care and can be seen as an associate provider….Trilogy Care attend to the financial tasks eg: paying invoices, generating your monthly statement, making sure you're happy with the service we are providing. My Designed

Homecare is your Service Coordination team ie: we organise and manage all the services, budgets, referrals, sourcing appropriate support workers and professional services going into you.

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11. What if I’m not happy with my current provider, service coordinator – can I transfer my package care to Trilogy Care/My Designed Homecare?

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Yes - You are free to change who you're with.

We can help you check if your provider has a notification period required eg: 14 days written notice giving end date with other provider.

 

Still have questions?

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We’re here to help — no question is too small.