Aged Care Services in Australia: How to Choose the Right Support for Your Loved One

Deciding on aged care isn’t just a “service choice”. It’s emotional.

You might be wondering if Mum is still safe at home. You might be noticing small changes in Dad’s memory, or feeling the weight of being the main carer on top of work and family. You may have promised your loved one “I’ll never put you in a home” and now you’re quietly wondering if that’s still realistic.

At the same time, you’re being asked to navigate:

• Aged care services in Australia

• My Aged Care, assessments and waitlists

• Home care versus residential care

• Government funding, fees and reforms

• Star Ratings, quality standards and accreditation

This guide is here to steady the ground under your feet.

It brings together current data, practical steps, real-world examples and a compassionate perspective from people who live and breathe aged care every day. The first part is purely informational – helping you understand your options. The final section gently shifts into how we can help, if you decide you’d like support from a provider like us.

Understanding aged care services in Australia today

Aged care in Australia is big, busy and changing.

Recent government figures show that more than 1.5 million people receive aged care services in Australia, with around two in three accessing basic support at home rather than in a facility. 

Behind those numbers are people just like your family, trying to balance safety, independence and quality of life.

At the same time:

• Dementia is now the leading cause of death in Australia, responsible for almost 17,400 deaths (around 9.5% of all deaths) in 2023, and projected to affect more than a million Australians by 2065.

• Most people say they want to age in place – at home – for as long as possible, provided it’s safe and well-supported.

• The aged care system is in the middle of major reform, including a new Aged Care Act 2024 and a strengthened regulatory model designed to improve quality and safety for older people. 

So if this feels complex and overwhelming, that’s because it is. The good news is: once you break it down into steps, it becomes much more manageable.

What “aged care services in Australia” actually include

When people hear “aged care”, many immediately picture a nursing home.

In reality, aged care services in Australia cover a whole spectrum of support, from a cleaner for a couple of hours a fortnight to 24/7 clinical care in a residential aged care home.

Broadly, services fall into three main groups: 

• Help to stay independent at home

• Care in a residential aged care home

• Short-term or specialised care when something changes
  
  

Help at home

These are services designed to help your loved one stay safe and independent in their own home for as long as possible. They might include:

• Personal care – showering, dressing, grooming

• Domestic assistance – cleaning, laundry, ironing, dishes

• Meal preparation and nutrition support

• Transport to appointments, shopping or social visits

• Social support and companionship

• Garden and home maintenance

• Nursing and allied health (through higher-level packages)

• Equipment, aids and home modifications

In government language, this help at home is mostly delivered through:

• The Commonwealth Home Support Programme (CHSP) – entry-level, targeted help

• Home Care Packages – four levels of government-subsidised packages for people with more complex or ongoing needs

Most older people receiving aged care services in Australia are in this “help at home” group.

Residential aged care homes

Residential aged care (what people often call “nursing homes” or “aged care facilities”) is there when:

• Care needs are high or complex

• It’s no longer safe to stay at home, even with support

• Carers are exhausted or unable to provide the level of care needed

• Behavioural or medical issues require 24/7 supervision

Residential aged care homes usually provide:

• Accommodation, meals and housekeeping

• 24/7 staff presence

• Personal care (showering, toileting, mobility support)

• Clinical care and medication management

• Lifestyle and diversional therapy programs

• Palliative and end-of-life care

These homes must meet the Aged Care Quality Standards, which define what good care should look like across dignity, choice, clinical care, services and supports. 

Short-term and specialised care

Sometimes your loved one might need short bursts of intensive support, such as: 

• Respite care – a short stay in an aged care home, or support at home, to give the main carer a break

• Transition care – support after a hospital stay, to help regain function and confidence

• Short-Term Restorative Care – an intensive, time-limited program to help a person improve or maintain their independence

• Palliative and end-of-life care – comfort-focused care, often in partnership with specialist palliative services

These services can be used on their own, or as part of a broader care plan that includes home or residential care.

How to start: the My Aged Care pathway

In Australia, almost all government-subsidised aged care services start in one place:

My Aged Care – the national entry point for aged care support.

My Aged Care is a government service and website that helps you:

• Find out if your loved one is likely to be eligible

• Arrange assessments

• Understand types of care and funding

• Search and compare approved providers

You can contact My Aged Care via the website or by phone. They’ll ask you some questions about your loved one’s day-to-day life, health and support needs, then usually refer them for a face-to-face assessment. 

There are two main assessment levels:

• A home support assessment – for entry-level support at home (usually CHSP)

• A comprehensive assessment – for people who may need a Home Care Package, residential care, transition care or restorative care

These assessments are free and are done by trained professionals (such as Aged Care Assessment Teams).

Matching the level of care to your loved one’s needs

A big part of choosing aged care services in Australia is working out what level of support is actually appropriate. It helps to think about four areas:

• Daily functioning

• Safety

• Health

• Emotional and social wellbeing

Here are some questions many families use as a starting point.

Daily functioning

• Is your loved one managing personal care, like showering and dressing, independently and safely?

• Are meals being prepared regularly, and are they eating well?

• Is the house generally safe and reasonably tidy, or are there clear signs of struggle?

• Are bills being paid, appointments remembered and medications taken correctly?

If the answer to most of those is “not really” or “only if I step in constantly”, it’s a sign that formal support could help.

Safety

• Has your loved one had any recent falls, or near misses?

• Are there concerns about leaving the stove or heater on?

• Do they wander, get lost, or forget where they are?

• Are you worrying about them being alone overnight?

Safety issues often tip the balance from “more support at home” towards “considering residential care”, especially when combined with cognitive changes.

Health

• Are there multiple chronic conditions that are hard to manage?

• Is there dementia, or suspected cognitive impairment?

• Are there frequent hospital stays or emergency visits?

• Is medication getting more complex?

When health and cognition change, it can be dangerous to rely on informal arrangements alone. Having consistent professionals involved – whether in the home or in residential care – can prevent crises.

Emotional and social wellbeing

• Is your loved one lonely, withdrawn or depressed?

• Have they lost interest in hobbies and social contact?

• Are they grieving a partner, friend group or life role?

• Are you, as a carer, feeling burnt out, resentful or anxious?

Quality aged care services in Australia are not just about survival. They should support joy, connection, identity and meaning too.

If several of these areas raise concerns, that doesn’t automatically mean “they must go into a home”. It does mean it’s time to:

• Talk with your loved one

• Arrange a My Aged Care assessment

• Begin exploring options so you’re not forced into rushed decisions after a crisis.

Types of aged care services in Australia – a deeper dive

Once you’ve started the conversation and assessment process, the next step is understanding your main options.

Government-subsidised home care

Home care can be:

• Entry-level (through the Commonwealth Home Support Programme)

• More intensive and ongoing (through Home Care Packages, Levels 1–4)

Home care is ideal for people who:

• Want to remain at home

• Can live fairly safely with the right support

• Have care needs that can be met without 24/7 onsite staff

You can generally:

• Choose from a range of approved home care providers

• Work with a care coordinator to design a care plan and budget

• Decide how to use the funds (within the rules) – e.g. more personal care, extra cleaning, in-home respite, allied health, transport

With upcoming reforms, traditional Home Care Packages are transitioning into newer Support at Home models with different budget structures and fee rules, but the core idea remains the same – government-subsidised help so people can stay at home. 

Residential aged care homes

Residential aged care homes range from small, family-style facilities to larger, campus-style services.

They should provide:

• Safe accommodation and meals

• Trained care staff 24/7

• Access to registered nurses and allied health

• Medication management

• Continence management

• Dementia-friendly support, where relevant

• Lifestyle and social programs

• Palliative care when required

Residential aged care homes in Australia are funded and regulated under the Aged Care Act, must meet the Aged Care Quality Standards, and are monitored by the Aged Care Quality and Safety Commission, which uses a risk-based regulatory model to focus on areas of highest risk. 

To help families compare, the government has introduced Star Ratings for residential aged care homes, with ratings from 1 to 5 stars based on residents’ experience, compliance, staffing and quality measures. 

Respite care

Respite care is there to support:

• The older person – by providing a change of scenery, activities and support

• The carer – by providing a break so they can rest, work or attend to other responsibilities

Respite can be:

• In the home (a support worker comes to stay)

• At a day centre

• As an overnight or short stay in an aged care home

Respite is especially useful when:

• You’re reaching the edge of your emotional or physical capacity

• You want to “test” how your loved one copes in a residential setting

• You’re heading towards surgery, illness or travel and can’t provide support for a period 
  
  

Short-term and transition care

After a hospital stay, older people often need extra support to regain strength and confidence. That’s where:

• Transition care

• Short-Term Restorative Care

come in. These programs are time-limited and designed to restore or maintain independence, often through a mix of nursing, physiotherapy, occupational therapy, personal care and home supports.

How to compare aged care providers in Australia

Once you know roughly what kind of care is needed, the next challenge is choosing who will provide it.

The My Aged Care Find a provider tool lets you search by location, care type and other filters, then compare services on things like fees, availability and quality indicators. 

But beyond the website, there are some practical steps that make a big difference.

Clarify your non-negotiables

Start by listing what really matters to your loved one and your family. It might include:

• Staying close to a particular suburb, GP or hospital

• Having a garden, outdoor space or access to pets

• Strong dementia support

• Culturally appropriate care (language, food, spiritual needs)

• A smaller, family-like environment rather than a large facility

• Consistency of staff – “familiar faces” rather than constant rotation

Use these as your filter when looking at aged care services in Australia. Plenty of providers will look good on paper; your non-negotiables help you narrow down who is actually suitable.

Use the official quality tools

For residential aged care homes, check:

• Star Ratings – look at overall stars, but also the breakdown across Residents’ Experience, Compliance, Staffing and Quality Measures. 

• Compliance history – has the home had sanctions, non-compliance notices or serious incidents?

For any government-funded provider (home or residential), check how they talk about and implement the Aged Care Quality Standards. Providers should be able to explain how they support:

• Dignity and choice

• Ongoing assessment and planning

• Personal and clinical care

• Services and supports for daily living

• Feedback, complaints and continuous improvement

If a provider can’t comfortably explain how they meet the Standards, it’s a concern.

Visit, observe and listen

Whenever possible, visit in person. Online information is helpful, but the “feel” of a place is often what tells you the most.

Notice:

• How staff interact with residents and families

• Whether people look engaged, clean and comfortable

• Smells, noise levels and general atmosphere

• Whether the manager or clinical lead is visible and approachable

• How your questions are handled – rushed, defensive, or open and clear?

If you’re looking at home care, ask if you can:

• Speak to a care coordinator

• Understand how they match staff to clients

• Learn what happens if “it’s not a good fit”
  
  

Ask about staffing and continuity

Quality aged care services in Australia depend heavily on staffing.

Good questions include:

• How do you ensure you have enough staff on each shift?

• Will my loved one have consistent carers, or different people all the time?

• How do you train staff in dementia care, palliative care and behaviour support?

• What is your process if we feel a particular staff member isn’t the right fit?

Also ask about communication:

• Will we have a named contact person?

• How are changes in health or mood communicated to family?

• What happens in an emergency?

Understanding costs and funding

This is often the most stressful part for families, but it doesn’t have to be mysterious.

Broadly:

• The Australian Government subsidises most aged care services, based on assessed need and means tests. 

• Depending on your loved one’s income, assets and type of care, they may be asked to contribute:

  • A basic daily fee

  • A means-tested care fee (for residential care)

  • Income-tested care fees (for Home Care Packages)

  • Additional service or accommodation charges

For home care, upcoming reforms like the Support at Home program are reshaping how budgets and co-payments work, with tiered quarterly budgets and different rules for clinical versus daily living services. A few practical tips:

• Use the fee estimators on My Aged Care and Services Australia

• Get clear, written breakdowns of all fees before signing anything

• Ask what is and isn’t included – especially for “additional services”

• Consider independent financial advice if you’re dealing with Refundable Accommodation Deposits (RADs) or complex assets

Most importantly, remember: you are allowed to ask questions. Any provider that becomes evasive when you ask about fees is showing you something important.

Red flags and warning signs

Most providers are trying to do the right thing in a challenging environment. But there are definite red flags to watch out for when you’re comparing aged care services in Australia.

Be cautious if you notice:

• Staff who seem rushed, stressed and unavailable to talk

• Strong smells, poor cleanliness or obvious safety hazards

• Residents or clients who appear unkempt, distressed or ignored

• A manager who is hard to contact or defensive

• Vague answers about staffing, training, or how they meet the Quality Standards

• Poor or missing information about fees and contracts

• A culture of “this is how we do it” with little interest in your loved one’s preferences

On the other hand, providers who openly acknowledge challenges – like workforce shortages or reform changes – and explain what they’re doing to manage them are often more trustworthy than those who promise perfection.

Real-world examples: different journeys through aged care

To make all this more concrete, here are a few fictionalised but realistic stories that reflect what many families experience.

Example: Staying at home with growing support

Mary is 82, widowed, and lives in the family home. She’s mostly independent but has arthritis, mild memory issues and a few falls over the last year. Her daughter lives 30 minutes away and visits on weekends.

Mary and her daughter:

• Contact My Aged Care and complete a phone screening

• Mary has a comprehensive assessment at home and is approved for a Level 2 Home Care Package

• They choose a local provider with strong reviews and clear communication

Over time, Mary’s package is used for:

• Help with showering a few days a week

• Weekly cleaning and linen change

• Transport to the GP and social group

• Occasional in-home respite so her daughter can attend to other commitments

As Mary’s needs increase, her package is upgraded to Level 3. The family reviews care every six months and adjusts the plan as needed.

Example: When dementia changes everything

Sam is 79 and has been living with dementia for several years. His wife, Asha, has been caring for him at home, but is exhausted and not sleeping well. Sam has begun wandering at night and recently left the house without Asha noticing.

After a hospital admission for a fall:

• The hospital team arranges a comprehensive aged care assessment

• The assessor recommends residential care because of the level of supervision and support required

• Asha visits several local aged care homes, focusing on dementia-friendly design, staff attitudes and Star Ratings

Eventually, she chooses a home where:

• Staff take time to learn Sam’s story, routines and cultural background

• There is secure outdoor space, a calm environment and structured activities

• Asha is welcomed as part of the care team and supported emotionally

Sam settles gradually, with up-and-down days. Asha still visits often, but now does so as a wife, not as an exhausted full-time carer.

Example: Using respite to prevent burnout

Leah cares for her 87-year-old father, who has mobility issues and early dementia. She also works part-time and has two teenagers.

When Leah reaches a breaking point, a social worker suggests respite care:

• Her father stays at a residential aged care home for two weeks

• Leah rests, catches up with work and takes her teens away for a short break

• She uses the time to explore longer-term options

The respite stay is positive for her father, who enjoys the activities and social contact. Leah decides to continue caring for him at home – but now with regular planned respite and more home care support in place, so she isn’t constantly on the edge.

Frequently asked questions about aged care services in Australia

Is my loved one “too young” for aged care?
Most people accessing aged care are 65 and over, but a small number of people under 65 also qualify based on need. In 2023–24, fewer than 1% of people entering residential aged care or accessing home care were under 65. 

If your loved one is younger but has significant care needs, it’s still worth speaking to My Aged Care about eligibility.

How long does it take to get support after an assessment?
It varies. Some services, especially entry-level help at home, may be available relatively quickly. More intensive Home Care Packages and some residential care places can involve wait times, and recent Senate inquiries have highlighted serious concerns about long waiting lists for in-home care. 

This is one reason to start the process early, even if you think support won’t be needed for another year or two.

What’s the difference between “home care services” and “home support”?
Home support (usually through the Commonwealth Home Support Programme) is entry-level, often with one or two types of help. Home care (through Home Care Packages) is more comprehensive and flexible, with a government-subsidised budget you can use for a range of services.

Are all aged care services in Australia regulated the same way?
All government-funded aged care services are regulated under the aged care legislative framework, must meet the Aged Care Quality Standards, and are overseen by the Aged Care Quality and Safety Commission, which uses a strengthened, risk-based regulatory model. 

Private services that are completely outside the government system may not be covered in the same way, so it’s important to ask who regulates them and what standards they follow.

What if my loved one refuses help?
This is extremely common. Try to:

• Focus on what matters to them (staying at home, not being a burden, keeping control)

• Frame support as a way to maintain independence, not take it away

• Start small – a cleaner or gardener can feel less threatening than personal care

• Involve trusted people, such as the GP or a long-time friend

If there are serious safety or capacity concerns, seek advice from the GP or a geriatrician.

How can I tell if an aged care provider is genuinely good?
Look for:

• Positive word of mouth from families

• Strong Star Ratings (for residential care) and good compliance history

• Staff who seem calm, kind and willing to talk

• A manager or care coordinator who is accessible and transparent

• A clear approach to the Quality Standards, not just a brochure on the wall

Trust your instincts – if something feels off, it’s worth exploring further.

Choosing Superior Care Group as your aged care partner

If you’ve read this far, you’re clearly someone who wants to make a thoughtful, well-informed decision for your loved one. That’s exactly the sort of family we work best with.

At Superior Care Group, we believe aged care should be more than a list of services. It should feel like:

• Being known, not just “admitted”

• Being listened to, even on the hard days

• Being supported to live a life that still has meaning, connection and joy

We operate Wellington Park Private Care and Merrimac Park Private Care, and we’ve been a family-owned organisation for more than 40 years. Over that time, we’ve learnt that real quality comes from thousands of small decisions made every day:

• Choosing staff for their warmth as well as their skills

• Taking time to understand each person’s life story, preferences and routines

• Designing diversional therapy and lifestyle programs that feel familiar, purposeful and fun

• Welcoming families as partners in care, not “visitors”

• Responding quickly when something isn’t right, instead of letting issues drag on

We align our practice with the Aged Care Quality Standards and the evolving regulatory model, but we also go beyond minimum compliance. For us, standards are the baseline – not the finish line.

If you are currently exploring aged care services in Australia for someone you love and would like a provider who combines:

• Clinical expertise

• Genuine warmth

• A long-term, family-centred philosophy

we would be honoured to talk with you.