How does the provider keep family members informed about a participant's daily health status?
The participant decides who receives information. Routine communication should be agreed and documented, while significant health or safety changes should be escalated promptly to the care partner, clinical team and authorised family contact.
Key points
- Ask for details in writing and compare more than one option where possible.
- Make sure the service can safely meet the person's current and likely future needs.
- Individual eligibility, availability and outcomes can vary.
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01Guide sectionHow does a Support at Home provider keep family members informed about a participant’s daily health?
A Support at Home provider should agree with the participant how family members or other trusted people will be kept informed.
This may include updates from:
the regular support worker
the care partner
a nurse or allied health professional
the provider’s service coordinator
an online family portal or care-record system.
The communication arrangements should be written into the participant’s care plan, including:
who may receive information
what information can be shared
how often updates will be provided
how urgent concerns will be communicated
who should be contacted first
what happens if the nominated contact cannot be reached.
02Guide sectionDoes the family automatically receive health information?
No.
The participant’s health, care and personal information remains private. Family members do not automatically have the right to receive updates simply because they are related to the participant.
The provider generally needs the participant’s consent before sharing information.
A registered supporter may be able to request, access and receive information about the older person they support. A legally appointed decision-maker may also have authority in particular circumstances. The extent of that authority depends on the person’s wishes and any relevant legal documents.
The participant should decide:
which family members can receive information
whether they can receive routine updates
whether they should be contacted about health changes
whether any subjects should remain private.
Providers must respect the older person’s privacy and their right to access information about their own care.
03Guide sectionAre daily updates normally provided?
Not necessarily.
A provider may not routinely contact the family after every cleaning, transport or personal-care visit unless this has been specifically agreed.
However, the worker should document relevant information from the visit, such as:
whether the service was completed
changes in mobility or personal care
falls or injuries
medication concerns
changes in eating or drinking
unusual confusion, distress or behaviour
deterioration in the home environment
concerns about safety or wellbeing.
The care partner should monitor relevant information and coordinate the participant’s care. Support at Home providers must deliver care management, with a dedicated care partner helping each participant plan and review their services.
04Guide sectionWhat should happen if the worker notices a change?
The worker should follow the provider’s escalation procedure.
Depending on the seriousness of the change, this may involve:
making sure the participant is safe
reporting the concern to a supervisor, nurse or care partner
contacting the nominated family member or supporter where consent permits
seeking advice from the person’s GP or clinical team
arranging a care-plan review
calling emergency services where there is an immediate risk.
Examples requiring prompt communication may include:
a fall or injury
sudden confusion
difficulty breathing
chest pain
missed or incorrect medication
not eating or drinking
a significant change in mobility
a new wound or infection concern
suspected abuse or neglect
the participant being unable to remain safely alone.
For an immediate medical or safety emergency, the provider should call 000 rather than waiting to reach the family.
05Guide sectionHow can routine updates be provided?
Depending on the provider, routine communication might include:
a brief message after each visit
weekly telephone or email updates
access to electronic visit notes
a shared communication book kept in the home
scheduled care-partner reviews
updates after nursing or allied health appointments
monthly summaries of services and notable changes.
The participant should be involved in choosing the method. Not every provider has a family portal, and electronic notes should not replace direct contact when something important changes.
06Guide sectionWhat should workers record?
Workers should record objective observations rather than making unsupported diagnoses.
For example, a useful note might say:
“Participant appeared more unsteady than usual, needed assistance standing twice and reported dizziness. Supervisor notified at 10:15 am.”
A poor note would simply say:
“Participant was not well.”
Clear records help the care partner, family and clinical team identify patterns and respond appropriately.
07Guide sectionWhat if the participant has dementia?
A person living with dementia should still be involved in decisions and communication as much as possible.
The provider should not automatically bypass the participant and communicate only with family.
Where the participant has difficulty remembering or communicating changes, the care plan may include more frequent communication with an approved family member, registered supporter or legally appointed decision-maker.
The plan should also identify:
the participant’s usual behaviour and abilities
early signs of deterioration or distress
what changes require family contact
who can consent to changes where necessary
how unfamiliar or contractor workers will report concerns.
08Guide sectionWhat should I ask the provider?
Ask:
Who will be our main contact?
Will workers provide an update after each visit?
What information is entered in the visit notes?
Can authorised family members access those notes?
What changes trigger an immediate phone call?
Who contacts the GP or emergency services?
Who is contacted outside normal business hours?
How quickly will incidents be reported?
How will contractors and replacement workers record observations?
How often will the care partner provide a broader review?
How do we update the consent and family-contact arrangements?
09Guide sectionWarning signs
Be cautious if a provider:
cannot explain how workers report changes
relies on family members to discover problems themselves
gives sensitive information to relatives without consent
repeatedly fails to report falls, medication errors or deterioration
keeps important information only in individual worker notes
has no after-hours escalation process
assumes contractors will contact the family without clear instructions
tells family members everything while excluding a participant who can still make decisions.
10Guide sectionWhat should I do next?
Confirm the details with My Aged Care or the relevant provider, write down your questions and ask for important information in writing before making a decision.
11Guide sectionHelpful Local Home Help resources
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