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High-level care
All aged care homes must provide a specified range of care and services at no additional cost to residents. These requirements vary according to whether the resident has ‘low-care’ (more information) or ‘high-care’ (more information) needs. There are some specified care and services that all residents receive and additional ones that are provided for high-level care residents.
If you are unsure of whether you are receiving high-level care or low-level care, ask the manager of the aged care home.
The specified care and services that must be provided by the aged care home at no additional cost are listed below. If a home provides the required range of specified care and services but the resident would like certain other brands, or has individual specific needs, then the home does not have to cover the cost of those products.
Hotel/accommodation services
All residents receive specified care and services relating to:- maintenance of buildings and grounds
- accommodation
- furnishings
- bedding
- cleaning services
- general laundry
- toiletries - bath towels, face washers, soap and toilet paper
- meals and refreshments
- social activities
- provision of staff on call to provide emergency help.
Additional requirements for high-level care
High care residents must be provided with additional items, care and services such as:- goods to help them move themselves e.g. crutches, walkers
- goods to assist with toilet and incontinence management
- more basic toiletries – such as tissues, toothpaste, denture cleaning preparations, shampoo, conditioner and talcum powder.
Personal care and services
All residents receive specified care and services including:
- assistance with the activities of daily living, such as:
- bathing and grooming
- using the toilet
- eating
- dressing
- mobility
- maintaining continence or managing incontinence
- communicating with other people
- emotional support
- treatments and procedures (such as assistance with taking medication)
- recreational activities
- rehabilitation support
- assistance in obtaining health practitioner services and access to specific therapy services, and
- support for people with memory loss or confusion.
Additional requirements for high-level care
High care residents must be provided with additional items, care and services such as:
Nursing services and equipment, such as equipment to assist with mobility, continence aids, basic medical and pharmaceutical supplies and equipment, helping with medications, provision of therapy services and short term oxygen.
If you have queries about specified care and services, please contact the Aged Care Information Line (more information) on 1800 500 853.
Homes must also meet the requirements under the Accreditation Standards for Residential Aged Care (more information).
Read more: About Accreditation standards
If you are concerned that you are not receiving the care and services that you are entitled to, you may wish to contact the Aged Care Complaints Investigation Scheme on 1800 550 552.
Common questions on this topic:
- I need an insulin injection twice daily and the home says I have to pay for the nurse to come and do this. Is that right?
- When can my carer visit me in the aged care home?
See all common questions