Topic: Extra Services, Additional Services, Prescribed Services – Unscrambling And Reconstructing Care Services For Approved Providers

Day: Tuesday 13 October 2020

Time: 1:50pm-2:10pm AESDT


Unspent funds are already posing a problem for many Home Care providers. Exacerbated by COVID-19, what is seemingly a benefit has turned out to be a major revenue threat. Many providers assume that a positive cashflow attributed to unspent funds indicates that the organisation is doing financially well. Unfortunately, this may not be the case.

We identify key factors contributing to accumulated unspent funds that providers need to be wary of, and explain why providers could potentially face a major recovery of funds by the Government.

The issues we will present are of vital significance and are outlined below. If not adequately addressed, they could impact the financial viability and compliance capability of providers over time.

Changes in service delivery is a basic but common area often overlooked by providers:
– Have all services delivered been accurately recorded?
– Have services been extended or reduced due to the pandemic?
– Are consumer budgets being tracked effectively, with services staying on budget?

We’ll discuss how providers will need a responsive, flexible process to manage changes such as these.

Pricing and fee transparency are a provider’s responsibility. It’s not always easy to find the right balance in pricing to remain compliant, competitive and viable. We will discuss:
– Charging a consumer contribution and/or the Income Tested Fee: When and why should this be done?
– Pricing adjustments for services delivered: Under the current legislation, Home Care providers are unable to increase existing consumer prices for services delivered without the consumer’s consent. This approach is problematic in that it is likely a percentage of consumers would not voluntarily agree to an increase in fees. Over time, this could be a threat to viability.

We will explore recommendations that can help remedy the pricing adjustment issue, including obtaining agreement from consumers upfront for future increases, and the use of a scientific pricing model.

Improving reporting information to stay compliant and viable is crucial in the current and post COVID-19 climates. Providers should have a systematic process to check if their organisation is receiving the correct funding amounts on a regular basis, highlighting any errors or variances that need to be corrected promptly. We will demonstrate simple ways to achieve this, to help minimise the possibility of financial claw-backs.

As aged care management consultants and software specialists, we bring the issues of the industry to the forefront based on our experience with clients, which providers will be able to relate to. Following this presentation, providers will be able to take away ideas and solutions that can be implemented in their own organisations.


David Powis is the Managing Director of e-Tools Software. With a background of over 30 years in aged care management and consultancy, David has a detailed understanding of managing an aged care business, and the everyday challenges that come with it.

e-Tools Software was created in response to the needs of the industry, focusing on software applications that support providers in compliance management, financial viability and administrative efficiency. Today, e-Tools’ software applications span across the residential aged care, home care, home support and NDIS sectors.

David still actively provides consulting advice in the areas of compliance and viability to these sectors, and has his finger on the pulse on what’s happening in the industry. He also continues to offer valuable industry insights via articles, presentations and guest speaking roles.