1. My Aged Care changes in 2015 March / April 2015

2. Presentation overview
Topic
Introduction
My Aged Care Overview
My Aged Care Client Pathways
How My Aged Care will operate in Western Australia
Questions and Answers
Demonstration of the My Aged Care System
Lunch
Next Steps and Sector Support
What is My Aged Care?
Now
Future
What changes are being introduced, and when?
How will we support the sector
Our expectations of the sector
Step through the client pathway and the system

3. The vision for My Aged Care
“To make it easier for older people, their families, and carers to access information on ageing and aged care, have their needs assessed and be supported to locate and access services available to them.”
Emphasis on:
Client – it is a client centric approach. It fully recognises the importance of supporting service providers and assessors in addressing client needs
Support includes a significant focus on the My Aged Care System – which we will demonstrate later. However, the reform is NOT technologically driven or focused. It is an important component – of no greater importance than the relationships between key parties.
Relationships – between contact centre, assessor, service provider and client – this is pivotal to the successful implementation and delivery of an efficient, effective and valued pathway to support client needs
System and reform is based on supporting clients, assessors and providers – DSS will be a user of the system – but it has not been designed from a canberra centric or bureaucratic perspective.
System and reform itself have been co-designed with sector. Significant changes have been made based on insights of the sector. So what you see today is not the result of DSS naval gazing and speculating – but the result of your exceptionally valued input.

4. My Aged Care today NOTE – STATS In the first half of 2014-15:
The My Aged Care contact centre ( ) and website (myagedcare.gov.au) currently provide:
information on aged care to consumers, family members and carers;
online service finders that provide information on aged care service providers and assessors; and
online fee estimators for pricing on Home Care Packages and aged care homes.
NOTE – STATS
In the first half of :
Calls to the My Aged Care contact centre increased to 83,122 calls.
Visits to the My Aged Care website increased, averaging 126,149 unique visits per month [NOTE we need to demonstrate from what level – need to show the increased traffic – include a few more key stats that we can use if needed].
An independent My Aged Care Customer Satisfaction survey for the first half of reported a high level of satisfaction:
over 80 per cent of people would use the contact centre or website again
95 per cent of first time contact centre customers were satisfied
62 per cent of website users were satisfied.
[Project call volumes etc]

5. What is changing in 2015 What is being introduced
Why is it being introduced
Central client record
To facilitate the collection and sharing of client information
My Aged Care Regional Assessment Service (RAS)
To conduct face-to-face assessments for clients seeking to access Commonwealth Home Support Programme (CHSP) services
National Screening and Assessment Form (NSAF)
To ensure a nationally consistent and holistic screening and assessment process

6. What is changing in 2015 cont.
What is being introduced
Why is it being introduced
Web-based portals for clients, assessors and service providers
Client portal - to view their client record and update personal details
Assessor portal - to manage referrals, use the NSAF and update the client record
Provider portal - to manage service information, referrals and update the client record
Service providers will self-manage information about the services they provide including availability
To support accurate referral of clients to service(s)
Enhanced service finders that include information about
non-Commonwealth funded services
To enable the provision of information about non-Commonwealth funded aged care services to clients and the public

7. How will the changes help?
The changes will result in:
a consistent, streamlined and holistic assessment of clients;
better access to accurate client and service information (for clients, carers and family members, service providers and assessors); and
appropriate and timely referrals for assessment and services.
Emphasis on facilitating pathway / journey
Value of the central client record. (Providing consistent and contemporary info for assessors, providers, clients and family members – repetition of stories, no seeking to understand what other services are being provided or were provided. Builds a coherent picture of client’s needs and journey).
A holistic assessment based on a standardised screening and assessment process – moves away from fragmented and inconsistent approach that, for some services providers, focused on assessing for services they provide rather than overarching needs
Timely assessment and referrals – note alerts for contact centre where an action does not take place within a specified timeframe (eg assessment not undertaken within x days, referral accepted or rejected within x days)
NOTE: need to get back pocket outline of the timeframes we are seeking to establish around high, medium and low priority. For assessment we need to be mindful of the KPIs that apply to ACATs already.

8. When are the changes coming?
The key rollout dates for My Aged Care are:
April: demonstration project in Victoria;
Late April: provider access to provider portal to establish organisational structure,
staff access and validate/update the
service information prior to July 2015;
July: national rollout commences, introducing client registration, screening, home support assessment and referral to service providers; and
July to December: Aged Care Assessment Teams (ACATs) will transition to using the My Aged Care system.
Emphasise:
Importance of effective transition/change management – in particular of having data set up and assured for referrals in advance of July:
Provider access to portal from end of April to set up structure, validate and update service information – NOTE – increased choice attributes available for a more refined selection of services that meet client needs/preferences.
Note the changes that providers will see:
For CHSP it impacts in July
For residential and package providers impact will be when ACATs fully role into the system – noting in-principle agreement that they will receive referrals from contact centre and use client record from July – but not assess or make referrals on system.

9. Where are we at?
evaluating My Aged Care Regional Assessment Service tenders;
working with state and territory governments on their individual Aged Care Assessment Programme (ACAP) transition plans which will detail implementation arrangements;
training My Aged Care contact centre staff for their expanded role;
finalising support materials for the sector (fact sheets, FAQs, videos, system and policy guides, and quick reference guides); and
continuing to work with the sector, particularly on transition support as well as future design (e.g. Business to Government capability).
Emphasise:
Anxiety within sector around Government IT systems and generally change management/transition
Co-design and the extensive testing taking place (IT colleagues have been concerned at the extensive nature of UAT)
Support for transition – including materials, videos and the Provider 1800 number
Note the introduction of a 2nd contact centre (no change seen by community) and increase in staffing numbers [can we get some stats from Paul]
Critical success factors
Transition - Support / engagement (later)
Training
Ongoing support and engagement in operations and future design
New functions within DSS – to monitor performance, KPIs, compliance etc

10. My Aged Care in Western Australia
People seeking access to aged care services will be provided with information by the My Aged Care contact centre, and then referred to the existing intake point.
The existing assessment process to access Home and Community Care program services will continue.
After ACATs have transitioned to using the My Aged Care system, Home Care, Residential Care and Transition Care providers will receive electronic referrals for service, and update client records with service information. The transition of ACATs will occur between July 2015 and December 2015.
The Department and the Western Australian Government will continue to discuss how Western Australia will interact with My Aged Care.

11. My Aged Care Client Pathways
Following slides will provide an overview of the client pathway, roles and responsibilities and will support later demonstration of the system.

12. My Aged Care client pathways
Step through these

13. Client pathways – contact centre
Step through these

14. Contact centre Function Description
An inbound referral is made to the My Aged Care contact centre to initiate registration, screening, assessment and referral.
Inbound referrals can be made via telephone, fax or an inbound referral form available on the My Aged Care website, and are expected to be made by healthcare professionals.
Enquiries is the provision of information about aged care.
Registration involves collecting client information (such as the client’s name, date of birth and Medicare or DVA card number), and the verification of this information with records held at the Department of Human Services to ensure duplicate records are not created.
The registration process leads to the creation of a central client record. The client record includes client details (and carer or representative details), details about previous assessments and support plans, and information about service(s) received. Clients will be asked to provide consent to enable their client record to be shared with assessors and service providers.
Inbound Referral
Enquiries
Registration
Unique record
ID verification

15. Contact centre cont. Function Description
Contact centre staff will conduct screening by asking a series of questions over the phone to understand a client’s needs to determine the appropriate assessment and/or service pathway.
The screening process uses the National Screening and Assessment Form.
Match and Refer for assessment or service is a two step process.
Step one involves searching for appropriate services that meet the client’s needs and preferences. A client may be matched to assessment and/or CHSP services.
Step two involves contact centre staff sending a referral to an assessment organisation or CHSP service provider, with the client’s consent.
Screening
Match & Refer for Assessment or Service
Both service and assessment referral – possible and likely

16. Client pathways – assessors
Step through these

17. Assessors Function Description
Assessors will manage referrals via the My Aged Care assessor portal.
All assessments will be conducted using the National Screening and Assessment Form (NSAF), and will build on information collected at screening.
Home Support Assessment (RAS)
A home support assessment will be conducted face-to-face by the RAS for clients seeking to access CHSP services.
Comprehensive Assessment (ACAT)
A comprehensive assessment will be conducted face-to-face by ACATs to determine a client’s eligibility for care types under the Aged Care Act 1997 (the Act). The recommendation for these care types is subject to a decision by a Delegate to approve or not approve care under the Act.
During home support and comprehensive assessments, the assessor and client work together to establish a support plan that reflects the client’s needs, goals and preferences.
Home Support Assessment (RAS)
Comprehensive Assessment (ACAT)
Support plan
Builds on screening
Offline capability
Assessment tools

18. Assessors cont. Function Description
Assessors will work with clients to match their assessed needs to aged care services, and select the client’s preferred service provider(s) for referral.
For Commonwealth funded services, assessors will work with clients to select a referral method. Clients can choose to have an electronic referral sent to service providers in order of preference or broadcast to all available service providers. Alternatively, a client can be issued with a referral code which they can provide to a preferred service provider.
The assessor can also provide clients with information about non–Commonwealth funded services.
Assessors will update the client record with the support plan and assessment outcomes.
Match & Refer for Home Support Services
Match & Refer for Aged Care Services

19. Client pathways – service providers
Step through these

20. Service providers Function Description
Commonwealth funded service providers can be notified via when a new referral is received. Service providers will manage referrals via the My Aged Care provider portal.
A service provider is able to accept a referral, reject a referral, or place the client on a My Aged Care hosted, but service provider managed, waitlist. When services become available, a service provider can accept a client from a waitlist. In this situation, the client will be withdrawn from all other waitlists for that particular service.
Service providers will contact clients directly only after accepting an electronic referral.
Service providers will update the client record with information about the service being delivered, including date of commencement.
Service providers can also request that an assessor undertakes a review or a new assessment.
Service Planning & Delivery
Monitor Client Care Needs

21. My Aged Care Contact Centre in Western Australia
The My Aged Care contact centre will not perform the same role in Western Australia as it does across the rest of Australia. My Aged Care contact centre staff will refer callers to the existing intake point for assessment.
Contact Centre functions
Australia-wide
Western Australia
Provide information about aged care
Yes
Register (to create a client record) and screen people seeking access to aged care services No
Send electronic referrals for assessment
Intake point is known as RAS Central

22. How assessors will interact with My Aged Care in Western Australia
Interaction with My Aged Care
Aged Care Assessment Teams
WA Regional Assessment Services
Receive referrals for assessment via the My Aged Care assessor portal
Manage referrals for assessment via the My Aged Care assessor portal
Undertake assessment using the National Screening and Assessment Form (via the My Aged Care assessor portal)
Send referrals for service(s) and update the client record via the My Aged Care assessor portal
By December 2015 No

23. How service providers will interact with My Aged Care in Western Australia
Service provider type
What service providers will use the My Aged Care provider portal to do
Resi/HCP/TCP providers
From July 2015 – maintain information about services they provide
By December 2015 – accept electronic referrals for service and update the client record
CHSP providers (previously NRCP, DTC, ACHA)
From July 2015 – maintain information about the services they provide
HACC providers
Nothing
TP/Cheat sheet on:
MPS and NATSI Flex maintaining their information and managing referrals via the provider portal

24. Questions and Answers

25. Demonstration of the My Aged Care system
The Scenario
Alexi Petrov
80 years old
Lives alone
Resides in Annandale, NSW
Mention video can be viewed later

26. Questions and Answers

27. Next Steps and Sector Support
Following slides will provide an overview of the client pathway, roles and responsibilities and will support later demonstration of the system.

28. Next steps When What you need to do Late April 2015 – June 2015
Set up organisation administrator and staff accounts to access the portal (including AUSkey registration)
Create service delivery outlets
Update service information in the portal
July 2015 onwards
Maintain service information (including availability)
Receive client referrals for assessment or service(s)
Review and update client records (with assessment outcomes and service delivery information)
Re-emphasise:
Importance of providers accessing portal end of April
Feel for the portal (but absent any client records)
Lay out of information – broad familiarity
Establish organisation structure – who will access system (Auskey etc)
Validate and update service information
Service info – essential to support effective / accurate service referral to provider and to support public facing service finders on Website.

29. Using AUSkey to log into the portals
To log into the My Aged Care system, assessors and service providers will need an AUSkey. Obtaining an AUSkey is free and registration is simple.
Note: If you provide your tax file number (TFN) it will speed up the registration process. If you do not provide your TFN
you will need to call and provide extra details to complete the registration.
The Australian Business Register has a helpline to support
registration. More information is available at
Type of AUSkey
What you will need to provide to register for an AUSkey
Administrator AUSkey
the ABN of the business you want the AUSkey to be linked to
your full legal name
your date of birth
an address that only you have access to
Standard AUSkey for other Staff
an Administrator AUSkey user’s address
AUSkey is a secure login managed by the Australian Taxation Office and the Department of Industry
Many organisations already have an Administrator AUSKey to interact with other Government services and over 250,000 employees of Australian businesses currently hold an AUSKey. Therefore, Aged Care Sector organisations that already hold an AUSKey will not have to re-register.
The Department will work with the Industry and the ATO to ensure that sufficient capacity is available for the expected increase request for AUSKey’s from the Aged Care sector.
If your organisation does not have an AUSkey, you will need to organise an Administrator AUSkey. The Administrator is able to set up AUSkeys for all staff members, or alternatively staff members are able to register online.
Each AUSkey is linked to an Australian Business Number and can be stored on a computer or a USB Stick..
Two options:
Set up AUSkey on a computer
Download and install the required software
Activate your AUSkey
Log into the Gateway with your AUSkey
Set up AUSkey on a USB stick
Download the AUSkey software on your computer
Install the AUSkey software
Use AUSkey from your USB stick
[we need to deal with timeframes – clearly need to also reflect updated slides]

30. Sector support materials and mechanisms
Timing
Support material and mechanisms
Jan 2015 – Mar 2015
National roadshows
Webinar (live & on demand)
Fact sheets and FAQs
Service provider and assessor helpline commences
Apr 2015 – Mid June 2015
Videos
Detailed User and System Guides
Quick System Reference Guides
Training for assessors
Readiness Checklists
Service provider and assessor helpline continues
Mid June 2015 – 30 June 2015
Monitor readiness and follow-up service providers
Targeted communication
1 July 2015 – Dec 2015
Service provider and assessor helpline commences 30 March 2015 to support early implementation / demonstration project
Public comms

31. Future stages of My Aged Care
Future stages of My Aged Care will focus on:
the introduction of Business to Government capabilities to support the electronic exchange of information;
further enhancements of the service finders to display a wider range of information about services; and
the publication of Quality Indicators on the My Aged Care website.
Emphasise
System will work effectively with web-based portals
Recognise providers would like to see a level of B2G integration – to interface with records they maintain in their own systems
Working with IT Council and others to identify high value transactions that could be considered for B2G interface
Note – challenges experienced with finders
Accuracy of information (dealing with this now)
Introduction of non-funded (or privately funded providers)
Terminology used – accessible to community – design of a guided search for people who have little or no knowledge of aged care
Trip advisor type role/function
Next steps
There is still significant high level design work to be undertaken. Being progressed now concurrent with getting the system up for July.
Engagement with the sector on futue design – including consumer peaks and consumers.
NOTE on finders – conducted consumer focused sessions on useability of the current finders and what people would like to see – will inform future design.

32. Quality Indicators
Quality Indicators (QIs) for residential and home care are being developed.
For consumers, the QIs will provide:
greater access to information; and
information to help consumer choice.
For service providers, the QIs will assist:
continuous quality improvement;
comparing performance with similar services; and
promoting services.
Talking Points
Why quality indicators for aged care?
• National Quality Indicators, or QIs, for both residential aged care services and home care are being developed and will be published on My Aged Care.
• QIs will measure aspects of service provision which contribute to the quality of care and services given by the care provider.
• They will give consumers, their families and carers greater access to information about the quality of aged care services and greater choice about the type of aged care services they use.
• QI will assist providers to drive and monitor continuous quality improvement while being able to compare their performance with other similar services. They will also offer an avenue for providers to promote their services .
• International and Victorian experience has shown the benefits of using QIs to monitor the quality of care. For example, data on unplanned weight loss can highlight issues such as oral care processes, the eating environment and consumer meal preferences, and nutrition and hydration more generally.
• The QI Programme will include both clinical care indicators and measures of quality of life/consumer experience.
• Measures of people’s quality of life and consumers’ experience are critical to promote transparency and to inform consumers.
• The quality of life/consumer experience measures are being developed in consultation with stakeholders to provide useful information for providers and consumers on the quality of services from the consumer perspective.

33. Quality Indicators –Residential Care Pilot – May 2015
The pilot is the first step in a phased approach.
The following QIs will be part of the pilot:
pressure injuries;
unplanned weight loss;
use of physical restraint; and
measure/s of quality of life/consumer experience.
The pilot will help develop data collection and reporting practices.
National commencement is expected in 2016.
Over time, QIs will be published on My Aged Care.
Quality Indicators Residential Care Pilot 2015
• The first step in the phased approach to the development and implementation of quality indicators for aged care is a pilot for residential aged care.
• The 6 month pilot will start in May [To Be Confirmed]
• Four quality indicators - pressure injuries, unplanned weight loss and the use of physical restraint - and quality of life/consumer experience measures will initially be piloted in residential aged care.
• The pilot process will help develop the data collection and reporting practices over a number of data cycles.
• This will be the first step in a phased approach to the development and roll-out of the national QI programme. National implementation is expected to commence in 2016.
• The QI programme will be voluntary.
• KPMG have been engaged to manage the pilot in residential aged care and will give information, training and support to participating services.
• A broad cross section of voluntary participants across Australia is currently being sought to participate in the QI pilot for residential aged care. A representative sample of 160 services will be required, but the pilot is open to all residential services.
• An with details about the pilot was sent to providers on XXXXXXX including contact details for KPMG.
• KPMG details are Free call: or
• There will be two 6 week collection cycles commencing in May and July [To Be Confirmed]Participants will be asked to provide their feedback on collection and reporting processes
Quality Indicators Programme
• The roll-out of the national voluntary programme will start from January 2016 with the first full national collection quarter. It is anticipated that April 2016 will see more services ready to commence using the QI Programme. [To Be Confirmed]
• Information for consumers about QIs will be published on My Aged Care to coincide with the start of the pilot. It will also include general information about quality in residential aged care.
• After several data collection cycles, service level QI information will be published on My Aged Care when the data is established that it is accurate and reliable.

34. Quality Indicators – further information
For more information about the QI Pilot for Residential Aged Care: Contact KPMG - free call or

35. Further information about My Aged Care
The latest information about My Aged Care, including support materials, will be available at dss.gov.au/MyAgedCare

36. Thank you