Support At Home Video Series
At Nurse Next Door, we know that when things change it can sometimes be confusing, so our team is committed to helping you understand the new Support at Home program, and can explain in simple terms - what’s new, what stays the same, and how you can get the most out of your government funding.
Our video series contains short, easy to understand explanations of some of the key features of Support at Home, and is designed to help you make sense of the changes.
About Support at Home Videos
Our video series contains short, easy to understand explanations of some of the key features of Support at Home, and is designed to help you make sense of the changes. Please click on the play button to watch.
About the Support At Home Service List
About the Support At Home Rates
About Support At Home Funding Levels
About the Service List Clinical Category
About the Service List Everyday Living Category
What are the Funding Levels
What are the Short Term Funding Pathways
What is an Associated Provider
About the Service List Independence Category
About the transition from HCP to SAH
Our video series contains short, easy to understand explanations of some of the key features of Support at Home, and is designed to help you make sense of the changes. Please click on the play button to watch.
Client Consultation
Compare Hours of Care between HCP and SAH
What about Unspent Funds
What is a Grandfathered Participant
Why are the Billing Rates Higher
Frequently asked Questions
Is the Support at Home program the same as the Home Care Package program?
Starting 1st November 2025, the new Support at Home program will replace the current Home Care Packages (HCP). This program is designed to make it easier for older Australians to access the right care and support, including services, equipment, assistive products, and home modifications. The goal is to help people stay healthy, independent, and connected to their community. If you’re already receiving a Home Care Package, you’ll be automatically moved into an equivalent Support at Home package with no disruption to your care.
More information is available on the Support at Home page.
What’s changed with the Support at Home program?
The Support at Home program introduces a simpler and more flexible way to manage your care compared to the current Home Care Package system. Instead of one annual budget, you’ll receive quarterly funding that aligns with your support level. This makes it easier to plan and manage your care needs throughout the year, with funding divided into four payments.
Key improvements include:
- 8 levels of ongoing support plus multiple short-term pathways – A more personalised approach that ensures your funding reflects your individual care needs.
- Upfront funding for Home Modifications and Assistive Technology – No need to set aside savings from your care budget for essential equipment or home upgrades.
- Capped Care Management costs – A portion of your funding is set aside for support from a Care Designer or service coordinator, helping you navigate and manage your care plan.
- Fair and transparent participant contributions – You’ll only contribute to the services you actually use. Contributions are charged at a set percentage of the service price, calculated per hour (or per unit of service). For example, if you receive two hours of personal care, your contribution will be based only on those two hours.
Your contribution rate will depend on:
- The type of service you receive – Essential clinical care usually has a lower contribution rate compared to services like domestic help or gardening.
- Your financial situation – Factors such as your Age Pension status, Commonwealth Seniors Health Card, and income/means are considered to ensure contributions are fair and affordable.
I receive a Home Care Package now, what happens when Support at Home starts?
If you’re already receiving a Home Care Package (HCP), are on the National Priority System, or were assessed as eligible before 12 September 2024, you won’t be disadvantaged under the new Support at Home program. Your financial contributions will stay the same, or may even be lower, than under the current HCP system. You’ll also continue to have access to residential aged care under the existing fee structure whenever you need it.
If you were assessed for a Home Care Package between 13 September 2024 and 30 June 2025, you’ll be considered a transitioned participant. This means you’ll receive a Support at Home package equal in value to your current HCP, with some contributions applying for non-clinical services.
What does "Grandfathered" mean to someone with an existing Home Care Package?
This term is being used by the government to refer to a person with an existing Home Care Package approved prior to September 12th, 2024 which will allow them to continue to receive the same benefits under the old Home Care Package rules.
This means your existing funding is protected and the Australian government guarantees that you will be no worse off under the Support At Home contribution arrangements.
What will happen to my unspent Home Care Package Funds?
When Support at Home begins, if you have accrued any unspent Home Care Package funds, these will transition across with you.
What is a Co-Contribution under Support at Home?
A co-contribution is the amount you may need to pay towards the cost of your care services under the Support at Home program. Instead of covering the full price of services, the government subsidises most of the cost and you contribute a smaller share.
Key points to know:
- You only pay for the services you actually receive. For example, if you have two hours of personal care in a week, your co-contribution will be calculated just on those two hours.
- Rates vary depending on the service type. Essential clinical services (like nursing) usually have lower or no co-contributions, while everyday services (like cleaning or gardening) may have higher rates.
- Your financial situation matters. Factors such as your Age Pension status, Commonwealth Seniors Health Card, and means testing help determine what percentage you pay.
Fair and capped. Co-contributions are designed so that no one is left unable to access care, there are hardship provisions if you can’t afford to pay.
How do I apply for the Support at Home program?
Applying for Support at Home is simple and starts with an assessment through My Aged Care, the Australian Government’s aged care gateway.
Step 1: Contact My Aged Care
- Call 1800 200 422 or visit the My Aged Care Website.
- You’ll be asked a few questions about your health, daily activities, and living situation.
Step 2: Get an assessment
- A trained assessor (from the Aged Care Assessment Team or Regional Assessment Service) will meet you at home or over the phone.
- They’ll determine your eligibility and support level for the Support at Home program.
Step 3: Receive your approval and budget
- Once approved, you’ll be given a Support at Home classification level that outlines your quarterly budget and the types of services you can access.
Step 4: Choose your provider
- You can then select a government registered home care provider, like Nurse Next Door, to deliver the services and supports that best fit your needs.
- At Nurse Next Door, our Care Designers, who are experienced Registered Nurses, will create your personalised care plan, match you with the right caregivers, and adjust services as your needs change.
- This ensures you receive safe, flexible, and high-quality care while making the most of your Support at Home budget.
What is the Estimated Wait Time for being assigned to the Support at Home program?
Wait times for Support at Home depend on your assessment outcome, priority level, and availability of funding.
- After you complete a My Aged Care assessment, you’ll be placed on the National Priority System (the same system currently used for Home Care Packages).
- Your wait time will be based on the urgency of your needs — people with higher care needs are assigned packages sooner.
- The government aims to make the new system fairer and more transparent, with clearer timelines and quarterly budget releases.
What to expect:
- If your needs are urgent, you may be offered interim or short-term services while waiting for your full Support at Home package.
- Current Home Care Package recipients will transition directly into Support at Home from November 2025, with no gap in services.
While exact wait times can vary by region and demand, Nurse Next Door can support you in the meantime with private care services if you’d like help before your government-funded package begins.
What Services can I get under the Support At Home program?
The Support at Home program is designed to make it easier for older Australians to access the right mix of services to stay safe, independent, and connected at home. Services are grouped into three main categories:
Clinical Care
Support provided by health professionals to manage medical and nursing needs, such as:
- Nursing services (e.g. wound care, medication management)
- Allied health therapies (e.g. physiotherapy, podiatry, speech therapy)
- Continence care and other specialised clinical support
Independence Support
Services that help you stay active, safe, and confident in your daily life, including:
- Personal care (showering, grooming, dressing)
- Assistance with mobility and transfers
- Help with managing medications
- Meal preparation and nutrition support
Everyday Living Support
Practical assistance with household and social activities to keep you comfortable and connected, such as:
- Cleaning, laundry, and light gardening
- Shopping and errands
- Transport to appointments or social outings
- Companionship and community engagement
In addition to these three categories, the program also provides separate funding for Assistive Technology and Home Modifications (AT-HM). This can include mobility aids, equipment, or home changes like grab rails or ramps to make living at home easier and safer.
How do I Switch my Support at Home Provider to Nurse Next Door?
If you or your loved one is unhappy with the quality of home care or the current provider, you can request a change of providers through My Aged Care at any time, and your current provider must support you in the move.
You will need to
- Check your Home Care Agreement that you have with your current provider so you know about any conditions such as notice periods that may apply.
- Write to your existing provider and tell them you want to move your Support at Home services to Nurse Next Door
- Ask your current provider to confirm in writing the last date that they will be providing care - this will be known as your cessation date.
- Call My Aged Care on 1800 200 422 to tell them you are switching your Support at Home services to a new provider and ask for your new unique referral code. While the full details are still being finalised, it is expected that the referral-code system will continue to operate under the new Support at Home program, as it does now for Home Care Packages.
- Give this unique referral code to Nurse Next Door so that we can access your My Aged Care records and register as your new care provider.
- Any unspent funds from your package will be transferred to Nurse Next Door.
- Nurse Next Door will create a new care plan and client service agreement with you.
What if my care needs increase and I need more support?
If your health or circumstances change, you can request a reassessment through My Aged Care. An assessor will review your situation and determine whether you need a higher level of support under the new Support at Home program.
- If you currently have a Home Care Package (HCP), you’ll continue to receive the right level of care as you transition into Support at Home.
- Under the new system, there are 8 levels of ongoing support, making it easier to match funding to your specific needs.
- Your care plan will be updated, and your Care Designer at Nurse Next Door, a clinically trained Registered Nurse, will help adjust your services so they continue to meet your goals and lifestyle.
Tip: You don’t need to wait for the annual review. If you notice changes in your health or independence, it’s best to request a reassessment early so your support can increase as soon as possible.
Is Nurse Next Door registered for Support At Home?
Yes, Nurse Next Door is a government registered home care provider and can supply all your Support At Home care needs.
Real People, Real Impact
.webp)
.webp)
.webp)
.webp)
.webp)
Delivering a WOW Customer Experience
I have had Nurse Next Door Brisbane support me for the last 10 months. I find them very reliable and considerate. Always on time, they do what I ask of them and take initiative. Easy to contact. I would recommend their service for anyone in need of support. All the above and can’t fault them and will only get better with their care. Sincerely, Bruce 😉
Bruce Edmondson
As an Advisor and Support Coordinator supporting clients that are terminally ill, I have found the team at Nurse Next Door Geelong to have a personal approach, very helpful, responsive and extremely passionate about providing the best outcome for their clients and families. I would highly recommend Nurse Next Door Geelong to anyone looking for quality, professional and personal home care for their loved ones.
Stacy Symons
What a great idea, it has been needed for a long time. I have been doing aged care 20years, my family didn’t put my sister in a residential as we looked after her. I see so many people who do not need to be in residential with all the red tape. I have helped my nextdoor neighbours to get assistance at home. Wow keep up the good work.
Julie Stepnell
Nurse Next Door is a respectful and well organised service provider. They prioritise and provide a quality service to their participants. Staff are well trained and supported.
Kehinde Marius
Great team!! Really impressed with all the stuff I have met.
caitlyn boggiss
Nurse Next Door has some fantastic carers. I have been so impressed by the support they provide to my mother - the genuine care for her wellbeing along with the effort to do what they can to help. I am very impressed!
Stephen Malloch
Very caring staff the team are great I have used many agencies but Michael and his nurses and carers actually care There making the difference of being look after and giving me all possibilities to enjoy my life thank you Michael for looking after me You am on ndis and my carers really care they make me happy every day I receive men’s
Colin Paull
I cannot say enough wonderful things about Nurse Next Door. From the very first inquiry, I felt cared for, heard, and supported. Saral and Janine are truly incredible nurses who give their whole hearts to what they do. Their compassion, kindness, and dedication go far beyond what I ever expected. Even though I’ve only been with them for a few weeks, the impact they’ve made has been overwhelming. They consistently go above and beyond to make sure every need is met, always putting their clients first and treating them with genuine empathy and respect. You can truly feel how much they care. I am so grateful for the support they provide and would wholeheartedly recommend Nurse Next Door to anyone looking for compassionate, understanding nurses who truly make a difference in their clients’ lives.
MD Zac
We have been supported by Nurse Next Door for over two years now, and I truly don’t have enough words to express how grateful we are for the care they have given our son. Each and every support worker has shown such genuine kindness, professionalism, and compassion. They have not only supported him with his evening medications, but have taken a real interest in who he is as a person — encouraging his interests, like his artwork, and making him feel seen, valued, and understood. As a parent, there is nothing more important than knowing your child feels safe, supported, and cared for — and this team has given us that peace of mind every single day. The warmth and respect they show goes far beyond what is expected, and it truly means the world to our family. We also deeply appreciate the clear weekly rosters, which bring consistency and reassurance to our routine. We are incredibly thankful for the beautiful care and connection they bring into our home, and would wholeheartedly recommend Nurse Next Door to any family looking for truly compassionate support.
Olga Blake McKenzie
We are very much appreciated of the professional service we have received from Agnes from Nurses Next Door in Coffs Harbour. We would recommend them to anyone anticipating Aged Care.
Don Donovan
Keir and her team have very diligently cared for my very dear friend every day for months. I couldn’t ask for a more responsive and caring team. I’ve met a lot of service providers in my time and this team is the best! Great communicators always putting the client at the centre of what they do. Thank you-it’s such important work you do.
Sue Gillieatt
A very caring, group of people. I would recommend Nurse Next Door Home Care Services to anyone that requires support and health care all in one.
Jonathon Feltham
The nursing team at Nurse Next Door are friendly, helpful and professional in caring for me. I have confidence in them and know they will be there for me when I need medical assistance. I am on the government End of Life Pathway Program for people who have less than 3 months left to live. Nurse Next Door has spent time getting to know me and my wife personally to ensure they know our requirements and anticipate what future needs we may have. They have also offered to assist us in many other ways as I am be cared for in my home. This takes a big burden off of our shoulders to know that we are well supported in difficult times.
Dennis Hirschfield
As l have always been the helper, it is hard for me to ask for help when the tables have turned ! But the Nurse Next Door team have been wonderful (l haven't met a bad one yet). They are ways pleasant and only too happy to help with anything. Absolutely beautiful people right throughout the team, from office staff right to all the nurses. Cheers guys, you are doing a top job!
Debra Hickmott
Excellent nurses. Not only do the nurses do what they’re tasked to do, they also give you a boost with their friendly chat and their genuine care...
Nathan AJM
I had the privilege of working with some of the team from Nurse Next Door in the acute setting and now again in the community. Incredibly the team are able to transition hospital level care to very complex situations at home. It has been nothing but a positive experience and all of the clients I have worked with alongside Nurse Next Door have received top quality and patient focused care at home. Well done!
Zoe Linke
Thank you Nurse Next Door!! A terrific service. Highly recommend. Mum has bonded with the staff, Nurse Elle in particular. Thank you again to all the team, regards Nick K
Nick Kenno
Amazing she help out a lot love having her here we have good chats good laughs together got nothing bad to say to be honest she doing a amazing job
Zachary Oakes
Nurses are very professional, and cheerful, they make me feel very comfortable and relaxed. They are making my life better by bringing genuine joy in to our house. When they leave for the day I feel confident and happy that they have done everything possible for me during the visit. I am very happy with the service that I am receiving from Nurse Next Door.
Merilyn Cole
Thank you Shalini for quick and exceptional care ...highly recommend Nurse Next Door Werribee team
Susan
I think it's wonderful. The people are so friendly and I would highly recommend this business.
Michaela Madden
Great Employer. Understanding, kind and professional. Client focused but balanced with staff development and respect.
Lisa Yel
I first had the pleasure to come in contact with the Nurse Next Door Werribee branch through my Motor Neurone Disease provider Lauryn Matheson following a stay in hospital with pneumonia and sepsis. I had the pleasure to meet with Shalini and Eugene in my home in June, whilst still in hospital at home care . My first impression of Shalini and Eugene was of the upmost respect , without a doubt I found Shalini Eugene of the highest professionalism, kindness , reliable and trustworthy and compassionate about their profession. Both Shalini and Eugene have taken me to many hospital appointments Scans and reviews to the thoracic team of doctors , including Northern health MND appointments. I have also had the pleasure to meet Lily who cleans my house fortunately as well as taken me to appointments. . A very lovely caring and respectful young lady . I am feeling grateful and blessed to have the Nurse Next Door in my Life . Thank you .
Donna Young
Go Above and beyond is all nurse next door does literal life savours for me, my father and family couldn’t recommend them enough for friendly loving care. !!
angus Byrnes
Nurse Next Door have been friendly, efficient and adaptable. They have been very considerate of a very busy schedule.
Debbie Browne
The team are absolutely amazing. We needed some support in a hurry and the team were able to have a customised support plan and schedule put in place incredibly quickly. The commnunication and engagement from Rhomee and team was next level, and never left us in doubt where things were at and allowed issues to be dealt with efficiently. Thank you!
Mark Jeffery
Rev and her team are amazing! I cannot thank them enough for the kindness, consideration and care they show - everyone goes above and beyond and they make a huge difference! They have a very challenging role but everyone from NND approaches their work with a smile and good humour. Special thanks to Ezra, Vicky, Peter, Pinky and Ken, you have all been so wonderful to my family and we feel lucky to have had you as part of our team :)
Eliza Quinn
I cannot speak highly enough of Nurses Next Door and lovely Dee who helped me at the last minute to organise care for my grandparents. All the nurses were extremely knowledgeable and caring. Thank you so much to Nurses Next Door for your excellent care and kindness. Thank you!!!
Jemma F
Extremely reliable. Participant is very happy with support.
Tricia Haddon
Everyone has been so accommodating to my dads needs and are always ready to help. His workers show a keen interest in him and his likes always looking for ways to engage him in the community and get him to participate in fun activities like going to Australian idol, which is something he has always wanted to do
Kaitlin Boyce
Chen and Shae have been amazing at sourcing workers for my constant last minute requests. The support workers I have interacted with have all been incredibly friendly and also greet you with a smile and a willingness to give it their all. I have tried other support worker companies and none of them have been able to provide me the flexibility that Nurse Next Door has. I have already recommended Nurse Next Door to my Support Coordinator and other allied health companies I use.
Lauren Hodgkinson
Thanks for taking such good care of Dad over the past few weeks. We really appreciate knowing he was cared for so well while we couldn't get there.
Claudia Jesse
Working with Nurse Next Door was a great experience. They were friendly and clear in what they needed for their vehicle wrap, which made the whole process smooth. It's a breath of fresh air to deal with a company that's both professional and pleasant. We're sure their clients are receiving the same level of excellence and professionalism as well. Cheers for being awesome to work with!
Vinyl Wrapz
The whole team were amazing and so responsive in our team of need. So grateful for their professionalism and care!!
Jayde Garabedian
I recently had dental surgery and needed assistance. The Nurse Next Door Home Care Services team were amazing and provided me with great care and I felt safe and supported. Thank you Nurse Next Door Home Care Services team!
C C
My wife & I highly recommend Sarah and her team at Nurse Next Door Bundaberg. My wife's sister fell and injured her knee. She lives by herself - Has no car and family support does not exist. She was unable to walk. One phone call from us and Sarah was there working out a plan. She was wonderful and greatly appreciated. Thank you, Thank you for all that you have done. You are an angel.
Kevin Butler
Sarah and her caregivers were amazing. Sarah was very happy to answer all my questions and made the whole process of getting help at home so easy. My caregiver Gordon, is always on time and has that big smile on his face. The pink uniform looks great and he always goes that little bit extra.
Cobus Cloete
I am a full-time carer for my mum and have been for the last four years. I made the decision to change to Nurses Next Door Rockhampton after a bad experience with our previous company, and it has been the best decision I have ever made. The office staff made transitioning easy and comfortable—they are so welcoming and caring, and nothing is too much. The ladies in the office are bubbly and have made a really difficult time in mine and my mum’s life a lot easier. The RN who visits our home comes in with a big smile and bubbly personality, making even a bad day so much better. They go above and beyond to ensure the client and family have everything they need—they genuinely care about both the client and their family. I no longer feel invisible. The support workers I have met are amazing. They are caring, happy to be in your company, and always willing to help make life easier for the client and Family members. Thanks to them, my mum has regained her independence. The team at Nurses Next Door has helped me be a daughter to my mum again, which I never thought was possible. You’ve given both of us our smiles back—we finally get to be happy and make memories together. If you choose Nurses Next Door Rockhampton as your support company, you won’t regret it. Thank you to all the lovely ladies on the team, from the bottom of my heart—from a very grateful daughter.
Keely
Amazing team of local people ⭐️
Emma-Rose Thomas
Awesome work😁👍👍👍
Marc Nuss
A great service. I enjoyed the initial caring interview and felt very confident about the services offered. This has been borne out in practice, and I am so pleased I chose "Nurse Next Door". My nurse has been so caring and helpful.
Gary Wert Senior
The best thing about Nurse Next Door is Danielle. Danielle is an incredible organiser and matches the right staff to clients. Even in the most challenging situations, she manages to find solutions that work. A huge amount of stress has been removed from my life since we engaged Nurse Next Door to organise staff to visit, support and take our mother (who lives in an aged care home) to places she used to do when she lived in her own home. This includes going to cafes, shopping, attending appointments etc … and making her feel special and valuable.
Cinti Sun
Exceptionally reliable, professional, punctual and always showing empathy and competence!
Valentina Salvadore
All my lovely carers always cheer me up when they come to care for myself and my wife. They do everything to help us in regards to physical and mental well being they are lovely caring people
Glen Griffiths
Nurse Eli changes mums catheter and supports us with mums spc. She is great, highly recommended her. We are very comfortable as she has a beautiful nature
Diana Hamwi
My family and I are incredibly grateful for the Nurse Next Door Adelaide South West team, who have been supporting my Dad with NDIS services. From the very beginning, the intake process was so well done, and the team matched Dad with the perfect carer. Whenever we have needed extra supports, their communication has been consistently prompt, friendly and genuinely caring. The level of care and compassion Dad receives from his team is outstanding. It’s such a comfort knowing we can trust Nurse Next Door Adelaide South West to look after him so well. We couldn't be more thankful for them!
Sara Konitzka
Nurses Next Door are fantastic. The team is caring, professional and always go above and beyond. They treat everyone with dignity and kindness and their support makes a stressful time so much easier. Highly recommend Nurses Next Door. Margaret A
Margaret Azzopardi
Cannot thank Nurse Next Door enough for their genuine care for my loved one. I am kept up to date and have experienced a high level of personal attention far beyond what i had expected. Magda and her team are very caring and professional.
Natalie Sadler
Lovely staff members, caring and thoughtful.
Madelaine Cohen
Nurse next door came to our rescue when my mother broke a bone in her Kneecap at age 79, and as our family is all very busy Nurse next door and their staff were nothing short of being helpful and supportive in all ways to help us get through this time. Whatever we needed they were able to Accommodate and sort for us and I highly recommend them to anyone in need of help in around the Home for Injured or medical associated issues for short term or long. I use then again at the drop of a hat
robert Lieschke
The Caring Journal
The Caring Journal is your go-to destination for stories, insights, and resources that celebrate the art and heart of caregiving.
Why Nurse Next Door?
Quality Home Care That’s Personal and Professional
Every Care Plan is thoughtfully crafted, and every Caregiver is meticulously chosen to meet your needs.
Quality Home Care That’s Personal and Professional
We Match You with Your Perfect Caregiver
We hand-pick the right person from our trusted team of Caregivers based on your needs, preferences and personality.
We Match You with Your Perfect Caregiver
Reliable Care with Our Attendance Monitoring System
Our activity monitoring system closely monitors every visit to ensure Caregivers arrive on time and schedules run smoothly.
Reliable Care with Our Attendance Monitoring System
Qualified & Insured Caregivers You Can Trust
Our Caregivers and Nurses are licensed, insured and highly qualified, with a minimum of two years’ experience.
Qualified & Insured Caregivers You Can Trust
We Aim to Provide You The Same Caregiver Everytime
We want you to see a familiar face every visit. Your perfect match Caregiver will learn your routines and favorite foods.
We Aim to Provide You The Same Caregiver Everytime
24/7 Live Calling Support
Speak with a real person in 30 seconds or less every time you call, 24 hours a day, 7 days a week.
24/7 Live Calling Support
Comprehensive Care at Every Age
Our services range from elder care to daily living support for people of all ages. Quality care, regardless of age.
Comprehensive Care at Every Age
