NATSIAACC has welcomed the opportunity to make a submission to the Office of the Inspector-General of Aged Care on the Review: Administratiopn of My Aged Care.

NATSIAACC consulted with its Members which are largely aged care providers to Aboriginal and/or Torres Strait Islander people as well as other health and aged care peak organisations and stakeholders.

Click here to download a copy of NATSIAACC’s submission.

NATSIAACC’s recommendations to the Office of the Inspector-General of Aged Care are:

• The engagement of an Aboriginal and Torres Strait Islander organisation to co-design a suite of communication products for Aboriginal and Torres Strait Islander Elders, older people, their families and communities on navigating the aged care system, identifying aged care supports and services and who to contact to seek assistance.
• The correspondence provided to older people advising of entitlement to an aged care package is reviewed and co-designed with communities to provide clear guidance on how the funds can be used and allocated to receive services and who can assist older people if they require additional support.
• A review of the selection options in My Aged Care to ensure that there are appropriate options for older people to choos as they progress through the My Aged Care site. Considerations could include the addition of help buttons, automated callback (if appropriate), or a phone number for the older person to call to seek assistance (to speak to a person).
• My Aged Care to be adapted to ensure flexibility to recognise the diversity of older people, provide a culturally safe and responsive service, and support beneficial decision-making to enable access to aged care services. My Aged Care Staff and assessors must undertake the necessary training to deliver this approach.
• A review of the policies and procedures in place for engaging with legal representatives and support person, along with comprehensive training for My Aged Care staff, and clear guidance for older people, carers, providers, hospitals and other referring organisations.
• The processes for My Aged Care and communication with older people be reviewed and co-designed to ensure they are fit for purpose to support older Aboriginal and Torres Strait Islander people’s engagement with, and access to, the aged care system.
• The consideration and development of a co-designed diverse and multi-channel (face-to-face, mail, phone calls, emails, etc) approach to communication and engagement with older Aboriginal and Torres Strait Islander people.