How to Prepare for a My Aged Care Conversation: A Practical Guide for Families

Picking up the phone to call My Aged Care can feel daunting, especially if you're doing it on behalf of an ageing parent or partner and you're not quite sure what information you'll be asked for. The My Aged Care phone line and website are the official starting point for anyone seeking government-subsidised aged care services in Australia, including Home Care Packages, residential care, and short-term supports like Respite. Knowing what to expect before you call can make the conversation smoother, shorter, and far less stressful for everyone involved.

The first thing to understand is what My Aged Care actually does. It's not a service provider itself; rather, it's the central entry point that assesses eligibility and connects people with assessors, who then determine what type and level of support someone can access. Most people will go through either a phone-based screening followed by a home support assessment for lower-level help, or a more comprehensive aged care assessment for higher-level needs such as a Home Care Package or residential care. The assessor will ask about daily living, mobility, memory, social connection, and any current supports already in place, so it helps to think through these areas beforehand rather than trying to recall details on the spot.

Before you call, it's worth gathering some basic information: the full name, date of birth, and Medicare number of the person needing support, along with details of their GP, any existing diagnoses or health conditions they're comfortable sharing, and a rough list of the daily tasks they find difficult, whether that's showering, meal preparation, medication management, or getting to appointments. If English isn't the first language of the person you're calling about, My Aged Care offers interpreter services, and it's fine to ask for this when you call. Families sometimes find it helpful to write down two or three specific examples of recent struggles, such as a fall, missed medication, or difficulty cooking, because concrete examples give assessors a clearer picture than general statements like "they're not managing well."

It's also worth thinking about goals rather than just problems. My Aged Care assessments work best when they capture what someone wants to maintain or regain, not just what they can't do. Someone might want to keep gardening, stay living independently, or continue seeing friends each week, and naming these goals helps the assessor match services that genuinely support quality of life rather than just ticking a box for assistance. This is similar to how NDIS participants are encouraged to frame therapy and support requests around everyday goals, like being able to prepare a meal independently or attend community activities, rather than simply listing diagnoses.

What happens after the assessment

Once an assessment is complete, the assessor will recommend a support level and services, and this information is uploaded to the My Aged Care system so approved providers can see what funding or support has been approved. From here, families often need to compare provider availability, location, and the specific services on offer, whether that's Personal Care, Domestic Assistance, nursing, or Allied Health input like Physiotherapy or Occupational Therapy. It's reasonable to ask any provider directly about their current capacity, typical wait times, and whether they service your specific suburb or region, since availability can vary significantly between metro and regional areas. If a Home Care Package is approved, a Support Coordinator or care manager can help plan how the funding is used, though it's worth noting this role is distinct from NDIS Support coordination, even though the two systems can overlap for younger people with disability who are also ageing.

Many people preparing for this process are also navigating a GP referral for a related mental health concern, particularly if the transition to aged care is causing stress or low mood for the person receiving care or their family. A GP can provide a referral under a Mental Health Treatment Plan, which allows access to Medicare-rebated Psychology sessions. This is a separate pathway from My Aged Care but often runs alongside it, and it's worth mentioning any mental health concerns to the GP at the same appointment where aged care referrals or health summaries are being discussed, since GPs are often asked to provide supporting information for the aged care assessment anyway.

Increasingly, families are using digital tools and AI-assisted platforms to compare aged care and allied health options before they even pick up the phone, which can be a helpful starting point for narrowing down questions about funding, eligibility, and provider locations. These tools can save time, but they work best as a first step rather than a final answer, since every situation involves personal circumstances that benefit from human review, whether that's a GP, support coordinator, or aged care assessor confirming the details are accurate and appropriate. Because of this, it's sensible to treat any AI-generated summary or comparison as a starting point for conversation with a professional, not a substitute for the actual assessment.

Finally, it helps to go into the call or assessment with a few clear questions of your own: what happens if circumstances change after approval, how often services can be reviewed, what the out-of-pocket costs might look like, and whether there's flexibility to switch providers if the first choice doesn't work out. Aged care assessment outcomes aren't necessarily permanent, and most systems allow for reassessment as needs change over time. Approaching the My Aged Care conversation with a bit of preparation, a written list of concerns and goals, and realistic expectations about timing can make a genuine difference to how smoothly the whole process unfolds, both for the person needing support and the family members helping them through it.

General information only: This article is for general information and is not medical, clinical, legal, or financial advice. Speak with your GP, treating clinician, Plan Manager, support coordinator, My Aged Care assessor, or relevant professional about your circumstances.

Frequently asked questions

What information do I need before calling My Aged Care?

It helps to have the Medicare number, date of birth, GP details, and a short list of daily tasks the person finds difficult, along with specific recent examples such as a fall or missed medication.

Is a My Aged Care assessment the same as an NDIS assessment?

No. My Aged Care assessments determine eligibility for aged care services like Home Care Packages, while NDIS assessments relate to disability support funding. Some people, particularly younger people with disability who are ageing, may interact with both systems.

Can I get mental health support alongside an aged care referral?

Yes. A GP can create a Mental Health Treatment Plan that provides a referral for Medicare-rebated psychology sessions, and this can run alongside the My Aged Care assessment process.

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