Download this information sheet as a PDF.

Working out how to access aged care help services in your home or a residential facility can be confusing. It’s hard to know whether you’re entitled to access subsidised services, and which would best suit you.

Here are some ways to make sure you have the best possible information.

Application for aged care services

If you’ve been considering an aged care service, you need to go through the official application process.

This involves a two-part assessment process. The first stage is to find out if you are eligible for subsidised aged care. You can work out eligibility online on the My Aged Care website or over the phone by calling 1800 200 422.

If you are eligible, you will be referred for an assessment; the second part of the process. Assessments are done in person, at your own home. The aim of the in-person assessment is to help better understand your aged care service needs.

Care Finders

Some older people find it difficult to navigate the aged care system. For those without family or friends to help with this, the Care Finders service is available. You can see if you are eligible for this assistance online on the My Aged Care website.

There are currently two LGBTI community organisations providing this support:

• Queensland Council for LGBTI Health for Brisbane North Region, Cairns or Yarrabah
• Meridian Health for the ACT and south-east NSW.

To determine if you are able to access special Care Finder support, you will first need to find out if you are eligible for aged care services, as outlined on the My Aged Care website.

LGBTI Specialisation

If you are eligible for support, the ‘service finder tool’ on the government’s My Aged Care website can help you find and compare aged care providers in your area.

You may want to find aged care providers who specialise in providing care for LGBTI people. My Aged Care allows you to use a filter to find providers who have undertaken additional steps to specialise in care for older LGBTI people. You can read step-by-step instructions on how do this in My Aged Care's "Finding LGBTI-Inclusive Home Care Packages on the Service Finder" guide.

You will see the following screens, as indicated in the pictures here:

If an aged care provider is approved to specialise in the care of older LGBTI people, they will:

• Have achieved the Rainbow Tick accreditation. The Rainbow Tick is a quality framework that helps health and human services organisations show that they are safe, inclusive and affirming services and employers for the LGBTIQ community.

OR they will have at least four of the following features in place:

• An internal LGBTI champion or ally network
• An established connection with a local LGBTI community organisation
• 90% of the staff trained in LGBTI inclusion annually
• An active and resourced LGBTI Advisory Group
• Recognise and participate in local LGBTI celebrations and events
• Policies and procedures specifically promoting LGBTI-inclusive aged care service delivery
• A public commitment to LGBTI inclusion, for example, on their website
• Feedback from LGBTI people that they have received appropriate care.

For more information about LGBTI Specialisation Verification, you can read the "LGBTI Specialisation" information sheet.

To read more about finding specialised care for LGBTI older people, there is the following information in My Aged Care’s: Support for people who are lesbian, gay, bisexual, transgender or intersex or other sexual orientations or are gender diverse or bodily diverse

Star ratings

Star ratings make it easier for you to compare the quality of aged care homes and make choices about your care. All aged care homes receive a rating of between one and five stars. While star ratings do not relate directly to the experience of LGBTI people using the services, they indicate how the service is performing generally.

What are star ratings measuring?

• Compliance with government regulations and standards about the safety and quality of care they offer.
• Quality Measures that reflect whether a home is providing high quality care to its residents.
• Residents’ Experience rating which is based on an aged care home’s results in their annual Resident Survey.
• Staffing rating which is based on an aged care home's reporting on the total amount of nursing and personal care time each resident receives.

To see the star ratings of aged care providers, you can search using the My Aged Care website. You can search by location, and other characteristics, including if they are LGBTI specialised, by clicking on the ‘Specialised Care’ tab and clicking ‘Lesbian, gay, bisexual, transgender and intersex people’.

Word-of-mouth

Many state-based and local LGBTI organisations run groups for older people. You may be able to ask others about their experience with aged care services in your area. QLife directory of local organisations, listed by state and territory. Visit the QLife website or call 1800 184 527 for more information

More information

• Support for people who are lesbian, gay, bisexual, transgender or intersex or other sexual orientations or are gender diverse or bodily diverse 
• How to assess your eligibility for aged care services
• What does specialisation mean?
• Specialisation Verification Framework (p15)
• Finding LGBTI inclusive packages
• How are star ratings calculated?
• QLife - directory of local LGBTI organisations, listed by state and territory. QLife provides free Australia-wide anonymous, LGBTIQ+ support. 3pm – 9pm every day. Visit the QLife website or call 1800 184 527 for more information.