My Aged Care – comprising a website, phone line and the appointment of aged care specialist officers at several Services Australia service centres – was introduced in 2013 to provide a single point of entry into the system. However, the 2021 Royal Commission into Aged Care Quality and Safety highlighted the need for more localised and face-to-face support, leading to the creation of the Care Finder service in January 2023.
Care Finder, which is commissioned by primary health networks across Australia, focuses on people aged 65 or older, particularly those facing social or cultural barriers, living alone, or at risk of isolation or homelessness. The service improves access and coordination of care by providing clients with tailored, personal assistance, helping them to navigate and understand the aged care system, use My Aged Care, and connect with broader community-based services.
In south east Melbourne, SEMPHN has commissioned 11 local organisations to connect older people with a dedicated staff member – a ‘care finder’ – to assist them. The care finder meets with the individual to learn more about their situation, then advises them on what aged care services are available to support their needs. They can set up an assessment; help the client find, change or access new services; and connect them with other supports in the community.
Through the Australian Government, SEMPHN has invested more than $11 million in Care Finder, and since its launch, the program has supported at least 1,800 south east Melbourne residents and over 150 aged care facilities.
Data collected from the start of Care Finder’s launch to December 2024, including a client satisfaction survey*, demonstrates the range of diverse and vulnerable people the program is reaching, with those who responded reporting:
- 26% speak a language other than English at home
- 49% live alone and require assistance to access aged care services
- 48% experience financial or social disadvantage
- 29% are homeless or at risk of homelessness
- 27% identify as coming from a culturally and linguistically diverse background.
Care Finder providers have engaged in at least 18,155 activities with clients, with:
- 37% focused on engaging and building rapport and trust with clients
- 25% dedicated to assisting clients in finding the right aged care services
- 14% involving follow-up support after accessing a service
- 13% helping to guide individuals through the assessment process
- 11% supporting clients in interacting with My Aged Care.
Care Finder providers have engaged in at least 18,155 activities with clients, with:
- 37% focused on engaging and building rapport and trust with clients
- 25% dedicated to assisting clients in finding the right aged care services
- 14% involving follow-up support after accessing a service
- 13% helping to guide individuals through the assessment process
- 11% supporting clients in interacting with My Aged Care.
To ensure accessibility for all clients, these activities were conducted in a variety of ways. Face-to-face and telephone support were the main methods, with the two combined accounting for 79% of interactions. Additional support was delivered through email (12%), face-to-face group sessions (2%), over video (1%), and via ‘other’ unspecified means.
This combination of activities and delivery methods reflects the program's commitment to offering flexible, responsive services to help older Australians navigate the aged care system effectively.
The client satisfaction survey* of Care Finder clients showed the majority of those who responded had a positive experience and were highly satisfied.
The Care Finder service has proven to be a vital resource for older Australians, helping them navigate the complexities of the aged care system with expert and compassionate support. Through this initiative, SEMPHN has not only improved access to services but has also fostered a more inclusive and person-centred approach to aged care.
*The client satisfaction survey’s 15% response rate (n=203) should be noted when considering these insights.
