The veteran’s guide

to moving into an
aged-care home
Accessing DVA services
CONTACT DETAILS
Enquiries regarding the licence and any use of this document are welcome at:

Department of Veterans’ Affairs

GPO Box 9998
Brisbane QLD 4001

You can find this product at dva.gov.au and myagedcare.gov.au

Information current as at October 2022.

P03767

ii The veteran’s guide to moving into an aged-care home

Is this book right for you?

This book has been developed to help you, your family, and carers better understand the process of
moving into an aged-care home. The Department of Veterans’ Affairs acknowledges that this can be
a difficult, emotional and challenging time.

The Department of Veterans’ Affairs (DVA) and the Department of Health and Aged Care (Health)
both offer aged-care services to older Australians. DVA services are only available to eligible DVA
clients but Health’s services are available to all eligible senior Australians, including veterans.

This book explains the services and support DVA provides to eligible DVA clients. It is a companion
publication to Steps to enter an aged care home, published by Health (see below).

This book also contains useful information on

• how to access DVA-funded travel to medical appointments
• staying connected with the community
• mental health support
• getting your affairs in order.

We suggest you start by looking at the tables on page 5. If you see services you need turn to the
relevant section of the book for more information.

There is also a glossary at the end of this book.

Services provided by Department of Health and Aged Care

Health’s book Steps to enter an aged care home is designed for senior Australians, their families
and carers. It explains how older people can access an aged care home. To access such care,
you will need to go through the Australian Government’s main entry point to aged care for all
Australians: My Aged Care. To access My Aged Care go to its website (myagedcare.gov.au) or call
1800 200 422.*

Steps to enter an aged care home is available on the Department of Health and Aged Care’s website
(myagedcare.gov.au/resources).

Services provided by DVA

DVA offers a range of services for eligible clients in aged care homes including access to aids and
appliances and allied health services. However where an aged care facility is funded to supply an aid
or appliance or service it is expected that it will do so. DVA will only pay for an allied health service
if the facility is not otherwise funded to provide that service. For aids and appliances not provided
by the facility, DVA may consider requests on a case by case basis. If you are not eligible for DVA
services or they do not meet your needs, please refer to Health’s Steps to enter an aged care home.

If you have questions after reading the information in any of these books or websites, please call
DVA on 1800 VETERAN (1800 838 372*) or My Aged Care (1800 200 422*). There is also a veterans’
page on the My Aged Care website (myagedcare.gov.au and type ‘veterans’ in the search field).

* Calls from mobile phones may incur additional charges.

Contents

Is this book right for you? iii

Services provided by Department of Health and Aged Care iii
Services provided by DVA iii
Moving into an aged-care home 2
An overview of DVA and Department of Health aged-care programs 3
Your eligibility assessment for
My Aged Care services and Aged Care Homes (ACAT/ACAS)  4
Preparing for a stay or move into aged care 5
Services you can access through DVA while in an aged-care home 6
Care in an aged-care home 8
Respite Care – carer support 9
Residential Respite Care 9
Eligibility 9
Accessing residential respite care 10
Accessing permanent residential aged care 11
Working out the cost 11
DVA clients and the residential aged-care means-test assessments 12
Obtaining the residential aged-care means-test assessment 12
Assessment of DVA disability and war widows(ers) pensions as income 13
Assessment of your former home as an asset for aged-care purposes 13
Finding an aged-care home 14
Questions you can ask providers 15
Applying to an aged-care home and accepting an offer 16
Filling in an application form 16
Accepting an offer 16
Enter into agreements with your aged-care home 17
Rights and responsibilities 17
Standards of care 18
Managing your care and services in an aged-care home 19
Australian National Aged Care Classification (AN-ACC) 19
 Veterans’ Supplement in Residential Care 19
Access to aids and equipment while living in residential aged care 20
How to obtain an assessment for RAP items while in residential aged care 21
Managing your medications 21
Assistance managing medications and health conditions (Veterans’ MATES) 21
Access to medical services when living in residential aged care 22
Access to allied health services when living in residential aged care 22
Travelling to appointments 23
Booked Car with Driver Scheme 23
NSW Country Taxi Voucher Scheme 23
Emergency and non-emergency ambulance 23
Complaints about your care and services 24
Advocacy 24
Military Welfare Advocates 24
National Aged Care Advocacy Program (NACAP) 24
Staying connected to the community 25
Ex-Service Organisations (ESOs) 25
Community Visitor Scheme (CVS) 25
Recreational Transport Allowance 25
Mental health support 26
How to take action 26
Getting your affairs in order 27
Providing DVA with copies of your documentation 27
Power of Attorney 27
General Power of Attorney (GPOA) 28
Enduring Power of Attorney (EPOA) 28
Enduring Power of Guardianship 28
Guardianship and Administration 28
Advance Care Plan / Advance Health Directive 28
Your Will 29
Glossary 30

 1
Moving into an aged-care home

The decision to move into an aged-care home may often be difficult and emotional.

My Aged Care is the main entry point to access Australian Government funded aged-care
services for all Australians. This service is administered by the Department of Health and Aged
Care. Veterans and war widows(ers) can visit the website myagedcare.gov.au or call
1800 200 422 if you need aged-care information, advice and services such as a Home Care
Package or if you are thinking about entering residential aged care.

When you start researching aged-care homes, it’s essential to establish what’s important to you
and your family.

Some aged-care homes are familiar with providing care for the veteran community. However,
this does not mean that you will receive priority access or any advantage over community
members for vacancies.

To look for an aged-care home in your area, visit the My Aged Care website
(myagedcare.gov.au) and search for ‘find an aged care home’ or go to the
myagedcare.gov.au/service-finder.

2
An overview of DVA and Department of
Health and Aged Care aged-care programs

Whilst DVA provides mostly entry-level care services that focus on maintaining independence and
self-care in your home, DVA will provide some residential respite and convalescent care for you
if you are an eligible DVA client. However, DVA services are not designed to support clients with
ongoing complex needs.

Permanent residential aged care is provided by the Department of Health and Aged Care and
can be accessed through My Aged Care.

To enter an aged-care home, you will need to be assessed by an Aged Care Assessment Team
(ACAT) in your state or territory, or Aged Care Assessment Service (ACAS) in Victoria. If eligible,
you will then get a letter of approval.

Short term care and Residential aged care

In Home Care
Episodic care (aged care homes)
DVA DVA DVA

Veterans’ Home Care Respite Care DVA does not provide

residential aged care or own
Community Nursing Convalescent care after a
any aged care homes.
Respite Care hospital stay
Rehabilitation Appliances
Program

HEALTH HEALTH HEALTH

Residential aged care (aged

Commonwealth Home Transition care for after
care homes) for older people
Support Program (CHSP) hospital stays
who can no longer live alone
Home Care Packages Levels Short term restorative care and need help with everyday
1-4 (depending on aged care (STRC) tasks or health care.
assessment and need)
The Australian Government
subsidises aged care homes
to provide care that is
available 24 hours a day

Although DVA does not provide residential aged care,

this topic is covered in this book

 3
Your eligibility assessment for
My Aged Care services and
Aged Care Homes (ACAT/ACAS)

Your ACAT or ACAS will determine the level of care you need and identify options for you and
your family.
A social worker may be able to assist you with this process if you are in hospital and waiting to be
transferred to an aged-care home, talk with your treating doctor or discharge planner.

ACAT/ACAS cannot endorse or rate individual aged-care homes. However, they

can help you find a home that you will feel comfortable in and that will meet your
needs. Your doctor, family, friends and others who know people currently living in
an aged-care home may also be able to assist.

After your assessment you will be provided with a letter. This letter will detail the level of care you
need, your eligibility for entry into an aged-care home and the care you are approved to receive.

If you are not approved for entry into permanent residential aged care, you will receive a letter
stating why and who to contact for help. As a DVA client, you may be eligible for other care and
services beyond those offered by the Department of Health and Aged Care.

For more information on the services provided by DVA refer to ‘The Veteran’s Guide to Living
Independently – Accessing DVA Services’ or go to the DVA website dva.gov.au/ac.
If your care needs change at any time, you can ask for a new assessment. Call My Aged Care
on 1800 200 422 or go to the website myagedcare.gov.au.

Identify yourself as a DVA Client

During your assessment, when reviewing aged-care homes and on admission to an

aged-care home, be sure to let them know you are a veteran and a DVA client and
the type of Veteran Card you hold.

Identifying yourself as a veteran may increase the range of support services you
can access whilst in the aged-care home.

4
Preparing for a stay or move into
aged care

Get assistance DVA services Access this service Find out more

Organising an Assessments are conducted by the Page 4

assessment – for ACAT or ACAS in VIC. Call My Aged
care in an aged-care Care on 1800 200 422 for an ACAT My Aged Care website
home (or ACAS in Vic) assessment. myagedcare.gov.au

Short-term care Residential Respite Call My Aged Care on 1800 200 Page 9
in an aged-care Care – Veterans’ Home 422 for an ACAT or ACAS (Vic)
home – short- Care Assessment. Veterans’ Home Care on
term care usually Receive letter of approval. the DVA website
in an Australian Locate an aged-care home with dva.gov.au/carers
Government-funded an available respite bed. To find
aged-care home an Australian Government-funded
to allow a carer or aged-care home, visit the My Aged
self-carer to have Care website at myagedcare.gov.au.
a break from the Once booked, call VHC Assessment
caring role Agency on 1300 550 450 for DVA to
fund respite arrangement.

Residential aged DVA is responsible Complete Services Australia form: Page 12

care means-test for completing the SA457 – Residential Aged Care
assessments aged-care means-test Calculation of your cost of care. dva.gov.au/
assessments if you The form is on the Services Australia agedcarefinances
receive a DVA pension. website (servicesaustralia.gov.au
Services Australia and type in ‘SA457’ in the search
is responsible for field). If you need assistance with
processing the aged- completing the form, you can seek
care means-test help from your financial adviser or
assessments for accountant.
anyone not receiving a
DVA pension.

Finding an aged- N/A Find providers in your local area Page 14

care home with help from your assessor, by
using the aged-care homes service There are a list of
finder on the myagedcare.gov.au/ questions that may assist
find-a-provider/ or call My Aged you decide on the right
Care on 1800 200 422. aged-care home for you.
You can then contact the home to
arrange a visit.

Understanding Military Welfare Find local Military Welfare Advocates Page 17

your rights and Advocates are on the website atdp.org.au by
responsibilities accredited to help clicking on the ‘Find an Advocate’ Advocates
Standards of care clients access the button. Page 24
Signing agreements entitlements, benefits Or dva.gov.au/
and support available Information is on the My Aged agedcaresupport
from DVA, other Care website (myagedcare.gov.
government agencies au) and search for ‘rights and
and community-based responsibilities’.
service providers. Or
Other services are National Aged Care Advocacy Line
detailed on My Aged 1800 700 600 (free call) or visit the
Care. Older Persons Advocacy Network
website opan.com.au

 5
Services you can access through
DVA while in an aged-care home

Once you are in an aged-care home you will be assessed to determine your care needs. You will be
provided with an Australian National Aged Care Classification (AN-ACC). This rating impacts on the level
of support DVA provides. Please refer to page 19 for more information on the AN-ACC.

Get assistance DVA program or Access this service Find out more
service

Accessing an aged-care Veterans’ Supplement If DVA has accepted your Page 19

home when you have a in Residential Care service-related mental
service-related mental – provided to aged- health condition then On the DVA website
health condition care homes when they you will need to provide dva.gov.au/
care for veterans with consent to the release agedcaresupplement
service-related mental of certain information to
health conditions. Services Australia which
Ensuring a veteran’s allow it to pay the aged-
mental health condition care home.
does not act as a Note: No details of your
barrier to accessing accepted mental health
appropriate care. This is condition is shared with
paid directly to an aged- Services Australia or the
care home. home.

Medication – the aged-care Repatriation You need to show either Page 21

home will provide medication Pharmaceutical your Veteran Gold Card
management including Benefits Scheme or Veteran White Card or On the DVA website
assistance with taking and Veteran Orange Card to dva.gov.au/medicine
ordering medications and you your aged-care home or
should not be charged for pharmacist.
this. You will continue to pay a
small contribution.

Mental health support and Open Arms – Call Open Arms on Page 26
wellbeing Veterans & Families 1800 011 046.
Counselling – Free and openarms.gov.au
confidential counselling
and group programs
to support mental
health and wellbeing for
current and ex-service
ADF personnel and
families.

Specialist or customised Rehabilitation Talk about your concerns Page 20

equipment, aids, Appliances Program with your GP or medical
appliances (RAP) – access to aids specialist. On the DVA website
and equipment while Your GP or medical dva.gov.au/RAP
in an aged-care home specialist will identify your
depends on your clinical need and either:
Veteran Card eligibility. a) undertake an assessment
Where an aged care and prescribe suitable aids
home is funded to and appliances through
provide an aid or RAP or
appliance it is expected b) make a referral to
the home will do so. an appropriate health
DVA may consider professional for an
requests on a case-by- assessment.
case basis.

6
Get assistance DVA program or Access this service Find out more
service

Medical appointments Accessing medical It is the responsibility of Page 22

Your GP and specialist appointments while the aged-care home to
in an aged-care home organise access for you On the DVA website
depends on your to medical services. You dva.gov.au
Veteran Card eligibility. can still choose to use the
medical services provided
by the aged-care home or
offsite medical services.

Allied health appointments Accessing allied health Your RACF is funded to Page 22
Allied health professional e.g. appointments while provide you with allied
physiotherapist, occupational in an aged-care home health care services. DVA On the DVA website
therapist and podiatrist. depends on your will only pay for an allied dva.gov.au
Veteran Card eligibilty. health service if the facility
is not otherwise funded
to provide that service.
For DVA funded allied
health care services you
can use DVA transport
arrangements.

Travelling to medical Booked Car with Transport Bookings (during Page 23

appointments and Driver Scheme DVA business hours):
treatment 1800 550 455 (calls On the DVA website
from mobile phones and dva.gov.au/
pay phones may incur transportbooking
additional charges).

NSW Country Taxi A NSW Country Local Page 23

Voucher Scheme Medical Officer (LMO) may,
when medically necessary On the DVA website
or at the request of DVA, dva.gov.au/transport
issue taxi vouchers to
entitled persons to travel
for treatment.

Staying connected to the Ex- service The aged-care home staff Page 25
community – if you’re organisations (ESOs) or your friends or family
feeling alone and don’t may contact your local ESO A list of ex-service
have regular contact with and make the necessary organisations is on the
family and friends. arrangements. DVA website
dva.gov.au/ESO

Community Visitor Contact the CVS Network Page 25

Scheme (CVS) – is an Member in your state or
Australian Government territory by visiting Social Visit Social Support
subsidised aged-care Support and Activities on and Activities on the
service. the My Aged Care website My Aged Care website
myagedcare.gov.au or call myagedcare.gov.au or
My Aged Care on call My Aged Care on
1800 200 422 1800 200 422

 7
Care in an aged-care home

You can receive two types of care in an aged-care home through an ACAT or ACAS
assessment: respite care and permanent residential aged care.

8
Respite Care – carer support

Respite care gives a carer a break by temporarily relieving them of their caring responsibilities.

A carer can be a friend, partner or family member who provides ongoing care to a person who is
severely incapacitated or frail. A carer is not required to live with the care recipient. DVA defines
a carer as someone who provides unpaid support. They may receive the Carer Payment or Carer
Allowance from Centrelink.

DVA offers respite care to:

• the carer of a Veteran Gold or White Card holder
• a Veteran Gold or White Card holder who is a carer
• a Veteran Gold or White Card holder who is a self-carer (for Residential Respite only).

For more information on the range of respite care offered by DVA go to dva.gov.au/carers.

Residential Respite Care

Residential Respite Care is short-term care, available to you as an eligible DVA client, on a
planned or emergency basis. It can be used if a carer needs a break, or if the self-carer does
not have a carer. It is usually provided in an Australian Government-funded aged-care home. In
certain circumstances residential respite may be provided in other types of accommodation.

Residential Respite Care does not include convalescent care. Convalescent care is provided to
help you recover from an acute illness or operation after being discharged from hospital.

Eligibility
If you are an eligible DVA client needing residential respite in an Australian Government-funded
aged-care home, you will need to be assessed by ACAT or ACAS before booking your stay. To
organise an ACAT or ACAS assessment, call My Aged Care on 1800 200 422 or visit the My Aged
Care website at myagedcare.gov.au.

After receiving your letter of approval following your assessment, you or your carer or family
will need to locate an aged-care home with an available respite bed. To find an Australian
Government-funded aged-care home, visit the My Aged Care website at myagedcare.gov.au.

Once a respite bed has been booked, call a VHC Assessment Agency on 1300 550 450. The VHC
assessor will arrange for DVA funding for the residential respite stay within the service threshold.
The VHC Assessment Agency will send a letter to you and to the home.

Cost
There is no cost for residential respite care for the first 28 days (each day is equivalent to 7
hours) in a financial year. This can be taken as short stays or as one stay.

 9
Accessing residential respite care

The process for accessing Residential Respite Care is shown in the following:

STEP 1: STEP 2: STEP 3: STEP 4: STEP 5:

If you don’t Call the VHC Find an aged- Call the VHC If eligible,
have an Assessment care home Assessment the VHC
ACAT/ ACAS Agency to that will cater Agency to Assessment
approval for determine to your needs advise them Agency will
residential eligibility and check of the aged- send an
respite in an for, and that they have care home authorisation
Australian
Government
–funded
➧ balance of,
DVA- funded
residential
➧ availability.
You can find
aged-care
➧ and confirm
eligibility.
Have your
➧ letter to the
chosen home
to confirm
residential respite. Have homes in your Veteran Card that DVA will
aged-care your Veteran area on the ready. pay the client
home. Call My Gold/White My Aged care contribution
Aged Care to Card ready. Website. for eligible
organise an days.
ACAT/ACAS
assessment.

10
Accessing permanent residential
aged care

The process for accessing permanent residential aged care is detailed in the following:

STEP 1: STEP 2: STEP 3: STEP 4: STEP 5:

Call My Aged You are You choose You will need Move into
Care, who assessed by an aged- to complete your new
will discuss ACAT/ ACAS care home. a means home!
your needs who will To help you test form, as
with you. determine find a home well as an

➧ the level of
care you
need.
➧ in your area
go to the My
Aged care
➧ application
and/or
agreement
➧
Website document for
or your your chosen
ACAT/ACAS home.
Assessor
can help you
choose.

After you have had an assessment and understand what services you can access, you can choose
your aged-care home. To do this, it is also important to understand the cost.

Working out the cost

The Australian Government pays a subsidy and, if required, supplements for each resident in an
aged-care home. All residents, including you as a veteran or war widow(er), are also required to
make a contribution towards the cost of your residential aged care. This contribution is based on
your income and assets. There are annual and lifetime caps in place to limit the amount of the
Means Tested Care Fee that you will need to pay.

There are three fee types that you may be asked to pay. These are explained in more detail in the
Department of Health and Aged Care’s book Steps to enter an aged care home:
• Basic Daily Fee (see glossary)
• Means Tested Care Fee (see glossary)
• Accommodation Payment (Refundable Accommodation Deposit, Daily Accommodation
Payment, or mixture of both).

As a resident you may choose to pay an extra fee for extra or optional services.

What you pay in residential aged care will be set out in your Resident Agreement with your aged-
care home.

Please note: Special financial arrangements are in place if you are a former Prisoner of War
(POW) or Victoria Cross (VC) recipient. DVA pays the Basic Daily fee and you are also exempt from
paying a Means Tested Care Fee.

 11
DVA clients and the residential aged-care means-test assessments
Means-test assessments for aged care include both income and assets. Both DVA and the
Services Australia conduct aged-care income and assets assessments. These determine how
much subsidy the Australian Government pays to the aged-care provider on your behalf (if you
are eligible for government assistance) and the amount you can be asked to contribute towards
your aged-care costs.

DVA manages the aged-care means-test assessments for:

• Veterans, their partners and war widows(ers) who receive one of the following DVA income
support pensions:
> service pension
> income support supplement, or
> age pension administered by DVA
• Veterans in receipt of DVA disability pension and who have qualifying service (see glossary).

To check if the payment you receive is included, check with DVA on 1800 VETERAN
(1800 838 372).

If you do not fall into one of the categories above then you will need to seek
assistance from Services Australia to complete your aged-care means-test
assessment.

Obtaining the residential aged-care means-test assessment

1. Complete the form

To ensure the income and asset data DVA includes in your assessment is up to date:
• Self-funded retiree clients need to complete the Services Australia form: SA457 –
Residential Aged Care Calculation of your cost of care (servicesaustralia.gov.au and
type ‘SA457’ in the search field). It is not compulsory for you to complete this form but
if you choose not to do so, you may be asked to pay the maximum fee.
• DVA clients that are non-homeowners receieving an income support payment can simply
update their income and assets and verbally request a means test assessment.
• DVA clients that are homeowners receiving an income support payment need to complete the
Services Australia form: SA485– Residential Aged Care Property details for Centrelink
and DVA Customers Form (servicesaustralia.gov.au and type ‘SA485’ in the search field).

12
2. Send your form

If you receive an income support payment from DVA, return your form and any additional
documents to:
Department of Veterans’ Affairs, Aged Care Assets Assessments
GPO Box 9998
Brisbane Qld 4001

You should do this before you enter care (if possible).

3. Receive the letter advising of aged-care fees

Once DVA completes your means-test assessment, it provides the information to Services
Australia. They will then send you, your nominee and aged-care provider letters advising what
aged-care fees are payable.

Assessment of DVA disability and war widows(ers) pensions as income

It is important to be aware that unless you have had your qualifying service (see glossary)
determined and accepted by DVA, then your disability pension will be included as income in your
aged-care means-test assessment.

If you are unsure whether you have previously had your qualifying service determined, contact
DVA on 1800 VETERAN (1800 838 372).

For more information about qualifying service and how to submit an application to determine
your qualifying service, refer to the following DVA webpage at dva.gov.au/QS

If you receive a war widows(ers) pension, this will be included as income in your aged-care
means-test assessment.

If you have a partner, half of the combined income and assets owned by you or your partner are
taken into account for the assessment.

Assessment of your former home as an asset for aged-care purposes

Your home will be counted as an asset for the purpose of your assessment for aged care, up to
a capped amount, unless it is occupied by a protected person including:
• a partner, or
• a dependent child, or
• a close relative, who at the time of your entry into care, was eligible to receive an income
support payment* from Centrelink or DVA and had lived with you in the home for the past
five years, or
• a carer, who at the time of your entry into care, was eligible to receive an income support
payment* from Centrelink or DVA and had lived with you in the home for the past two years.

*A carer’s allowance is not an income support payment.

 13
Finding an aged-care home

After receiving an ACAT or ACAS approval, the eligible DVA client (or their carer or family) will
need to decide on an aged-care home. It is important to find out if the home has care and
services you need, now and into the future.

All aged-care homes must provide the following to permanent residents:

Accommodation services (also known as ‘hotel services’) provide practical assistance with
many day-to-day domestic tasks. These include meal preparation and cleaning and may also
include social assistance services. Accommodation services cover:
• administration
• maintenance of grounds and buildings
• utilities
• furnishings
• bedding
• cleaning
• waste disposal
• laundry
• basic toiletry goods
• meals
• social activities at the aged-care home
• assistance in emergencies.

Personal care assistance is available to assist with personal activities, personal hygiene and
clinical care needs on a daily basis where necessary. It includes:
• bathing
• showering
• personal hygiene and grooming
• maintaining incontinence aids and products
• eating
• dressing
• moving
• communicating
• emotional support
• administering medicines and carrying out treatments
• designing a rehabilitation program
• arranging access to health professionals
• managing effects of any cognitive impairment.

14
The aged-care home may be able to, or required to, provide you with additional services,
depending on your individual needs.

Find providers in your local area with help from your assessors. You can use the aged-care
homes service finder on the website myagedcare.gov.au/find-a-provider/ or call My Aged Care
on 1800 200 422. You can then contact the home to arrange a visit.

Questions you can ask providers

When deciding on an aged-care home you may wish to make a list of the things that are
important to you. As you start visiting aged-care homes you may also want to make notes about
your experience. To help you when you visit homes, a list of questions is available in the My Aged
Care book ‘Steps to enter an aged care home’ and on the website myagedcare.gov.au (search
for ‘find an aged care home’).

As a veteran, as well as the questions above, you may wish to ask providers the following:
• Do you have other veterans living in the home?
• Do you have any veteran-specific activities?
• What do you do for significant days in the veterans’ calendar, such as Anzac Day and
Remembrance Day?
• How will you assist me to access the health services I need?
• If I choose to use my existing medical practitioners will this impact on the care I’m provided?
• May I bring my customised rehabilitation appliance or aid I have acquired through DVA’s
Rehabilitation Appliances Program?
• Are there any extra services you provide and at what cost?
• What is your understanding of the veteran community?

 15
Applying to an aged-care
home and accepting an offer

As you find aged-care homes that meet your needs, you can start applying for a place. You can
apply to as many homes as you like. In fact, it’s a good idea to apply to several homes as your
preferred home may not have a place available when you are looking. When a place becomes
available, the aged-care home will contact you or your nominated contact person.

Filling in an application form

All aged-care homes have their own application process and may ask you to fill in a form.
Talk to the homes you are interested in and find out what process they have and what
information they need.

You will need to give the unique referral code you received from your ACAT or ACAS to your
chosen provider/s. This will allow them to view your client record and consider your care needs.

The aged-care home may ask you to pay a fully refundable booking fee or deposit. DVA does not
pay or reimburse this fee.

Accepting an offer
When a place becomes available, the aged-care home will contact you or your nominated
contact person. Once you have accepted an offer of a place, the home will offer you formal
agreements. These agreements cover things like services, accommodation costs, and your
rights and responsibilities.

16
Enter into agreements
with your aged-care home

After you accept a place and before you move, your aged-care home must offer you a resident
agreement and an accommodation agreement. These agreements may be together in one
document or be two separate documents.

The resident agreement and accommodation agreement are legally binding documents between
you and your aged-care home. They set out:
• the care and services available
• what fees you will have to pay
• how fees can be paid
• your rights and responsibilities.

It’s important that you understand and feel comfortable with everything in these agreements
before you sign them. If you have any questions, you should ask your new aged-care home. It is
their responsibility to make sure the agreements offered to you are clear.

You may wish to seek advice from a family, friend, carer, financial advisor or a legal professional
to help you understand the terms of your agreements. Advocates can also help you in these
negotiations. Please see the section on advocates on page 24.

There is no time limit or requirement for you to sign these agreements. However, it is in your
best interest to agree to the arrangement that covers your rights and responsibilities as soon as
you can.

If you choose not to sign these agreements, the aged-care home still needs to talk to you about
your needs. This conversation will form the basis of a verbal agreement about the type of care
and services you will receive and what fees will apply. You will still need to pay your daily fees and
any relevant accommodation payments when you move in.

You have 28 days after moving into your aged-care home to decide how you want to pay your
accommodation costs and enter into an accommodation agreement. You must pay for your
accommodation by the rental-style payment (see Glossary) until you have made this decision.

Rights and responsibilities

No matter which aged-care home you live in, your rights and responsibilities are the same.
These rights and responsibilities are protected by legislation, such as the Aged Care Act 1997.
All Australian Government-subsidised aged-care homes must follow this legislation.

To make sure you get the best care, you and your provider have responsibilities under the
Charter of Aged Care Rights (Aged Care Quality and Safety Commission). The aged-care home
should display this Charter, and you will normally receive a copy in your Residential Agreement.

 17
Standards of care
The aged-care system in Australia aims to make sure all older people can receive the care
and services they need. The Australian Government monitors the quality of care and services
provided in aged-care homes in several ways. Aged-care homes have to meet accreditation
standards and show that they are continuously striving to improve the quality of their care and
services.

If the Department of Health and Aged Care is aware that an aged-care home has not met their
requirements under the Aged Care Act 1997, it may issue a notice of non-compliance or impose
sanctions on that home. You can see if a home has a sanction in place on the aged-care homes
service finder on the My Aged Care website myagedcare.gov.au/find-a-provider/ or call My
Aged Care on 1800 200 422.

18
Managing your care and
services in an aged-care home

Australian National Aged Care Classification (AN-ACC)

Once in residential aged care, you will undergo an assessment using the Australian National
Aged Care Classification (AN-ACC). The AN-ACC is used to determine your care needs and the
amount of basic subsidy the Australian Government will pay to the aged-care home for your
care. The AN-ACC will identify your level of care and the types of equipment and services the
aged care home has to provide to you.

DVA cannot duplicate funding for care and services for which the aged-care home receives
Australian Government funding, except in exceptional circumstances and with prior approval
from DVA. Any prior approval discussions would need to involve the home, treating health
provider and the family.

Veterans’ Supplement in Residential Care

If you have a service-related mental health condition, DVA will pay the Australian Government-
subsidised aged-care home the Veterans’ Supplement. This will ensure that your condition is not
a barrier to you getting into the appropriate aged-care home.

DVA will only pay this with your (or your nominated representative’s) consent to certain
information being disclosed to the aged-care home. The information provided is limited and no
details of your accepted mental health condition will be disclosed.

You will not need to apply or undergo an assessment for DVA to pay the Supplement to the
aged-care home.

War widow/ers and dependants are not eligible for the Supplement.

 19
Access to aids and equipment
while living in residential aged care
Where an aged care home is funded to provide an aid or appliance it is expected it will do so.
DVA does not duplicate these arrangements. DVA may consider personalised or customised
requests on a case-by-case basis.
Aged-care homes will provide aids and equipment to meet your needs, as assessed under your
AN-ACC. These include:
• bedding/mattresses, including appropriate pressure-relieving mattresses
• equipment to aid mobility – for example, non-motorised wheelchairs and walking frames
• seating, including armchairs
• shower chairs
• oxygen therapy and equipment
• lifting hoists
• continence pads.
You may already have aids and equipment provided to you under DVA’s Rehabilitation
Appliances Program (RAP). If so, you may be able to bring these items with you when you move
into the aged-care home. Before bringing the items, discuss with the aged-care home which
items you can bring as some items may already be provided by the aged-care home. If you
bring any of these items, DVA will continue to fund repairs on them. DVA will not repair aids and
equipment provided by an aged-care home as the home is responsible for this.

20
The items that may be supplied through RAP while you are in the aged-care home are listed in
the RAP in Residential Aged Care List. The List is available on the DVA website at: dva.gov.au/
dvasupportinagedcare

How to obtain an assessment for RAP items while in residential

aged care
If you require personalised or customised aids and equipment after entering care, speak to
the aged-care home about your needs. If the aids and equipment are not funded by the aged-
care home, they can arrange for your eligibility and clinical needs to be assessed. This would
be done by your doctor or another health professional, such as an occupational therapist,
physiotherapist or registered nurse. If you are eligible and have a clinical need, they will
prescribe an item through RAP.

For more information go to the DVA website dva.gov.au/dvasupportinagedcare

Managing your medications

The aged-care home will manage your medications, including assistance with ordering, re-
ordering and taking medications. If you are a Veteran Gold, White or Orange Card holder,
you will pay the normal patient contribution for your medications under the Repatriation
Pharmaceutical Benefits Scheme as you did before entering care regardless of the level of care
you are receiving.

Assistance managing medications

and health conditions (Veterans’ MATES)
You can access comprehensive information about a range of health issues through the Veterans’
Medicines Advice and Therapeutics Education Services (MATES) program. DVA designed this
program to help you and your treating doctor and pharmacist to manage common medical
conditions.

Information is also available to other health professionals, for example directors of care at aged-
care homes. The Veterans’ MATES program aims to improve the health care of veterans and war
widow(er)s through quality use of medicines and better use of health services.

More information is available through your GP, pharmacist or through the Veterans’ MATES
website (veteransmates.net.au).

 21
Access to medical services
when living in residential aged care
You may be able to keep your own doctor and/or specialist after you commence living in the
aged-care home. The aged-care home must help you to make appointments and access doctors
and/or specialists of your choice. The aged-care home will also have arrangements with different
doctors and/or specialists that can visit you if you are unable to attend offsite appointments. You
can choose to receive services from these doctors and/or specialists as well.

If you are a Veteran Gold Card holder, you will be able to use your card to pay for all medical
appointments, including admission into hospital. If you are a Veteran White Card holder, you will
be able to use your card to pay for medical appointments, including admission into hospital, only
when it relates to your DVA accepted condition.

For transport to and from offsite medical appointments, Veteran Gold Card and Veteran White
Card holders and their medically-required attendants can use DVA’s Repatriation Transport
Scheme. The aged-care home can arrange this for you.

Access to allied health services

when living in residential aged care
Your residential aged care facility is funded to provide access to the allied health care services
you require. The aged care facility with help you make appointments with the allied health care
provider(s). DVA will only pay for an allied health service if the facility is not otherwise funded to
provide that service.

For transport to and from DVA funded allied health care, Veteran Gold and White Card holders
and their medically-required attendants can use DVA’s Repatriation Transport Scheme. The
aged-care home can arrange this for you.

22
Travelling to appointments
DVA can provide transport assistance at DVA expense through the Repatriation Transport
Scheme when you are travelling to and from approved medical appointments. This applies to
both eligible clients and their medically-required attendant assistant.

The role of a medically-required attendant (normally a spouse, partner or family member) is

to provide any necessary assistance to the client when he or she is travelling for treatment.
A medically-required attendant assistant is any person who is responsible, competent and
physically able to assist the eligible client. They do not have to be medically qualified.

Booked Car with Driver Scheme

DVA may arrange pre-booked transport under the Booked Car Scheme (BCS) for travel to
approved treatment locations. The BCS provides additional transport assistance for more aged
and frail clients to attend approved medical appointments. The BCS uses contracted transport
providers that offer a high-quality and reliable service. They arrange a suitable vehicle to
transport entitled persons to their appointment on time.

To request a Booked Car, or to discuss your eligibility for the scheme, call 1800 550 455.

For more information go to the DVA website dva.gov.au/TFT.

NSW Country Taxi Voucher Scheme

A NSW country doctor may issue taxi vouchers to entitled persons living in NSW country areas
who need assistance when travelling for treatment purposes. This is done when it is medically
necessary or at the request of DVA. This Scheme does not operate in the metropolitan areas of
Sydney, Canberra or Wollongong, or for travel across the borders into Victoria and Queensland.

For more information and a list of NSW country DVA-contracted transport providers go to the
DVA website dva.gov.au/TFT.

Emergency and non-emergency ambulance

DVA will pay for ambulance transport in a medical emergency for Veteran Gold or White Card
holders in relation to an accepted condition. DVA will pay for non-emergency ambulance
transport only in certain circumstances.

For more information go to the DVA website dva.gov.au/TFT.

 23
Complaints about your care and services

If you are concerned about the care or service you are receiving in your aged-care home, you
have the right to raise your concern or complaint without it affecting your care and services.
We encourage you to raise the issue with your aged-care home in the first instance as it may be
something that can be easily resolved.

Your aged-care home can tell you how to make a complaint through their internal complaints-
handling process. If the complaint can’t be resolved by them, or you don’t feel comfortable
raising your concern with them, you can raise your concern with the Aged Care Quality and
Safety Commission on freecall 1800 951 822 or agedcarequality.gov.au.

Advocacy
You may also like to get help from an advocate. Advocacy services can give you information
about your rights and responsibilities when accessing aged-care services. They can also let you
know if you should raise your concerns to the Aged Care Quality and Safety Commission.

For more information go to the Older Persons Advocacy Network (OPAN) opan.com.au or call
the National Aged Care Advocacy Line 1800 700 600 (freecall).

Military Welfare Advocates

As a veteran or a representative of a veteran you can access the services of Military Welfare
Advocates.

Welfare Advocates can support you by:

• Providing information and/or referrals for health, rehabilitation, housing, transport, household
assistance, education schemes, and other government or community services and benefits
• Providing advice and information about government services for transitioning from the
military to civilian life
• Providing information and/or referrals for medical, financial, legal and police matters
• Providing information and/or referrals for funeral arrangements and bereavement assistance

For more information and to find a local Military Welfare Advocate go to the DVA website
dva.gov.au/Advocates.

National Aged Care Advocacy Program (NACAP)

The OPAN is funded by the Australian Government to deliver the NACAP. This is a free, national
service to support older people and their representatives. It helps them to address issues
related to Australian Government-funded aged-care services.

For more information go to the Older Persons Advocacy Network opan.com.au or call the
National Aged Care Advocacy Line 1800 700 600 (freecall).

24
Staying connected to the community

Staying connected is very important when you move into an aged-care home. Maintaining
friendships or connections to family and community can be difficult when you move into an
aged-care home. The following are available to you if you need them.

Ex-Service Organisations (ESOs)

As a member of the veteran community you may invite representatives from ESOs to visit you in
your aged-care home. The home staff may help you get in touch with your local ESO but will not
provide your personal details to an ESO without your permission. Alternatively, your family or
friends can contact the local branch and make the necessary arrangements.

For more information go to the DVA website dva.gov.au/ESO

Community Visitor Scheme (CVS)

The aged-care home can also arrange for you to be visited through the CVS if you are feeling
lonely and do not have regular contact with family or friends.

The CVS provides visits from volunteers to residents of Australian Government subsidised aged-
care services, which includes aged-care homes. In each state and territory, CVS organisations
have coordinators who will match people with a companion or link them with a group in their
aged-care home.

A CVS coordinator will take into account your interests, hobbies and background in finding a
suitable regular visitor.

To find out how to get in contact with a CVS organisation, contact the CVS Network Member
in your state or territory or visit Social Support and Activities on the My Aged Care website
(myagedcare.gov.au and search for ‘social support’) or call My Aged Care on 1800 200 422.

Recreational Transport Allowance

If you have a specific severe disability accepted as service-related you may be able to receive
the Recreational Transport Allowance. This provides financial assistance for your transport
to recreational activities. The rate payable is determined by the individual veteran’s accepted
disabilities.

For more information go to the DVA website dva.gov.au/RT.

 25
Mental health support

There may be times you feel anxious, sad or angry. You may be troubled by memories, drinking
too much, not sleeping well or having difficulties relating to family or friends. It is usual to have
these feelings, or to experience problems after stressful events or during stressful periods in life.
There are benefits to taking action to manage your mental health if you notice an issue.

How to take action

• Open Arms – Veterans & Families Counselling
> Free and confidential 24/7, nation-wide counselling and support to eligible serving and
ex-serving members, and their families, affected by war and mental health and well-being
conditions.
> Go online – Visit the website openarms.gov.au to access information, self-help tools,
mobile apps, and advice about how to seek professional help or call 1800 011 046.
> Non-Liability Health Care (NLHC) – If you have had permanent full-time service in the
ADF, even for as little as one day, you are eligible to receive treatment for any mental
health condition. It doesn’t matter when you served, how long you served, or the nature
of your service. If you are a Reservist with any period of full-time service, you may also be
eligible for NLHC. Phone 1800 VETERAN (1800 838 372) or email [email protected].
• Talk to your GP – If you are not eligible for NLHC, your GP may provide treatment or refer
you to a Medicare-subsidised psychologist, psychiatrist, mental health social worker or mental
health occupational therapist.

26
Getting your affairs in order

As you age and your needs change it is important to get your affairs in order. Now is a good time
to set up or review your:
• General Power of Attorney or Enduring Powers of Attorney (EPOA) arrangements
• Advance Care plan
• Will.

The laws regarding these documents differ in each state and territory. Therefore, the information
in this book is just a guide. We encourage you to seek advice from your solicitor or from the
public trustee (see glossary) in your state or territory.

For more information DVA has also created a book to help you navigate this. It’s called
Planning Ahead – A Guide to Putting Your Affairs in Order – Preparing for and coping with
bereavement. This can be found on the DVA website dva.gov.au/publications.

Providing DVA with copies of your documentation

DVA will need you to provide documents that prove your identity when you are submitting a
claim for a pension, benefit or allowance. We will also need to know if you have a nominated
representative such as your partner, a family member, friend or professional to act on your
behalf. We respect your privacy but need to ensure that people acting on your behalf have been
chosen by you or your relevant state or territory body.

For more information go to the DVA website dva.gov.au/ID or to nominate a representative

dva.gov.au/nominatedrepresentative.

Power of Attorney
A power of attorney is a legal document that authorises an appointed person (such as your
spouse, sibling, child, other relative, or friend) to make decisions on your behalf. You can only do
this when you have the capacity to make this decision.

There are different types of powers of attorney, and there are differences between each state
and territory in Australia. Despite these differences, there are three main types of ‘powers’:
• general power of attorney
• enduring power of attorney
• enduring power of guardianship.

 27
General Power of Attorney (GPOA)
A GPOA is a legal document that gives the appointed person the authority to make decisions
about financial and legal matters on your behalf. This power lasts only for as long as the person
who appoints them has capacity. The general power ceases to operate if you lose capacity to
make decisions.

A GPOA is often used as a tool of convenience. For example, a person might appoint a GPOA to
look after their financial and legal affairs in Australia while they travel overseas.

Enduring Power of Attorney (EPOA)

An EPOA is similar to a general power of attorney except that the powers continue to last (or
‘endure’) after you lose capacity. You need to appoint your EPOA when you have the capacity to
make the decision, so they can act on your behalf when you lose capacity.

In some jurisdictions, such as Victoria, the ACT and Queensland, an EPOA may also be used to
authorise medical and health decisions.

Enduring Power of Guardianship

An enduring guardian is appointed by you to make lifestyle decisions on your behalf when you
lose capacity, for example about accommodation and daily activities.

In some jurisdictions, such as New South Wales and Tasmania, an enduring guardian may
also be authorised to make medical and health decisions. An enduring power of guardianship
continues after the donor loses capacity.

Guardianship and Administration

An application can be made to the relevant state or territory administrative tribunal for the
appointment of a guardian or administrator. This applies where there is no valid or relevant
power of attorney or enduring guardian (or equivalent) documents and there are concerns
that a person has impaired decision-making capacity and may make detrimental decisions, be
neglected or exploited. A guardian can be authorised to make decisions about lifestyle, health
care and certain other decisions.

Advance Care Plan / Advance Health Directive

Advance care planning is now a routine part of managing your health care. Putting together
your plan enables you to have a conversation where you can openly discuss your health care
preferences, values and choices.

Having an advance care plan in place can empower and prepare you, your loved ones, carers

28
and healthcare professionals for important healthcare decisions in the future. This approach
reduces anxiety and improves outcomes for all involved.

An advance care plan is a personal statement that goes beyond filling in a form. It’s a
commitment that will be honoured and respected at a time when you cannot voice your
decisions. Keeping your advance care plan up to date requires cooperation between you,
your family, care workers, and health professionals as well as community and healthcare
organisations.

Advance Care Planning Australia is a national program that provides information and resources
to individuals, care workers and healthcare professionals to improve this cooperation. To find
out more about Advance Care Planning Australia go to advancecareplanning.org.au.

Your Will
A will is a legal document that details what you’d like to happen with your estate. It can help
ensure your assets are protected and your final wishes are carried out.

It also names who is responsible for carrying out your wishes. This person is known as an
executor.

Your will is your voice after you’re gone. The clearer your instructions, the better it is for the
people you leave behind. A well-written and current will helps ensure:
• the right people are provided for when you die
• you know who will be your children’s guardian
• your assets will be distributed according to your wishes
• there are no disagreements among those who expect to benefit from your estate
• the people responsible for managing your estate understand how you would like your affairs
managed
• your estate can be settled quickly.

To make a will you must be 18 years or over and have legal capacity. Legal capacity means
that you are of sound mind and you understand what a will is and what it does, you know the
property you own and who is important to you.

If you don’t have a will, state and territory laws determine who will benefit from your estate. The
state will also determine who will administer your estate. This can mean your assets might not
be distributed as you want.

 29
Glossary

Accommodation costs – This is for your accommodation

in the aged-care home. Some people will have their
accommodation costs paid in full or in part by the
Australian Government, while others will need to pay the
accommodation price agreed with the aged-care home.
Services Australia will tell you which applies to you based on
your income and assets assessment.

Aged Care Assessment Team – ACAT is an eligibility

assessment to determine what kind of support a person
needs when they are struggling in their current living
situation. The team often comprises a doctor, nurse, social
worker and occupational therapist. They will ask the person
a series of questions to determine the best care options
available, either at home or in an aged-care home. This
service is delivered by the Health department in each state
or territory.

Aged Care Assessment Service – ACAS is Victoria’s equivalent

to ACAT.

Australian National Aged Care Classification - AN-ACC

is an independent assessment used to determine your
care needs and the amount of subsidy the Australian
Government will pay the aged-care home for your care.

Basic daily fee – A basic daily fee is to cover your daily living
costs such as meals, cleaning, laundry and power. Everyone
moving into an aged-care home is asked to pay this fee. This
is in addition to the means-tested care fee. For some this is
the only fee that they pay. DVA will pay the basic daily fee for
eligible former Prisoners Of War (POW) and Victoria Cross
(VC) recipients.

Means-tested care fee – If your income and assets are over a

certain amount, you can be asked to contribute towards the
cost of your care. Services Australia will tell you if you need
to pay this fee and the amount will be based on your income
and assets assessment. DVA will pay this fee for eligible
former POWs and VC recipients.

Public Trustee – Public/State Trustees are established

by state/territory governments to provide professional,
affordable and accessible trustee services to their respective
communities. See website moneysmart.gov.au/wills-and-
powers-of-attorney.

30
Qualifying Service – is one of the criteria for getting a Service
Pension. Having Qualifying Service means that you can get
a Veteran Gold Card when you turn 70 years of age and
can access the Veterans’ Pharmaceutical Reimbursement
Scheme.

Rental-style payments – is the payment of your daily

accommodation payment paid regularly as a lump sum,
usually monthly in a similar manner to rental payments for a
house or apartment.

Residential Aged Care Facility (RACF) – This is a term used

by some other government agencies. It means aged-care
home.

Treating doctor – within this document the term treating

doctor refers to medical doctors, general practitioners
(GPs), local medical officers (LMO) and specialists.

Veterans’ Entitlements Act 1986 (VEA) – the VEA provides

coverage for those who served in wartime and certain
operational deployments, including certain peacetime
service, between 7 December 1972 and 30 June 2004.
It is one of three pieces of legislation for which DVA is
responsible.

Veterans’ Home Care (VHC) – The VHC program is a service

to assist eligible DVA clients wishing to stay at home with
a small amount of practical help. It also assists carers by
providing respite care in recognition of the vital role they
play in the veteran and defence community.

VHC Assessment Agency – VHC Assessment Agencies are

contracted by DVA to determine your eligibility for respite
services. The VHC Assessment Agency will arrange to pay
the aged-care home providing the respite care if you are
eligible.

 31
P03767