Last week, in our article ‘If 80% of home care services are non-care, do we need care managers?’, we aired the concerns of BaptistCare at home General Manager, Sarah Newman, about the possible erosion of the care manager function in Support at Home reforms.

This week, Helen Kemp, General Manager Community Health and Care with Not For Profit home care provider Benetas, has written to The SOURCE, sharing her thoughts on this subject.        

“Care or case management is an essential part of the services Benetas provides to our more than 1,500 home care package clients,” she said.

Benetas’ proof isn’t just anecdotal. Between June and September 2023, the Victorian provider ran a survey of new home care clients.  

“The findings clearly highlighted the importance our clients placed on case management with more than 95% satisfied or highly satisfied with the assistance provided by the care manager,” Helen wrote.

“Survey results showed case management was particularly important when navigating the complex aged care system and the need for ‘human connection’ in what can be a very stressful time as our clients deal with major life changes.

“It also emphasised the praise our clients gave to case managers for ensuring their care was tailored to them."

“The provision of home and aged care services is a people business, we are caring for and supporting human beings and we need to be able to deal with any issues swiftly and positively. 

“Case managers are essential here, particularly before services commence. The knowledge, experience, and assessment skills they bring to the table, enable clients to get the supports they need to live their best life at home for longer.

“One client stated in the survey ‘the paperwork is horrible – there was too much and I could not understand it - thank God for the client advisor (case manager) who helped me with the paperwork’. 

“Benetas is aware that it will have to continue to provide efficient services with the implementation of the Support at Home funding model. But we need to be vigilant, ensuring little-to-no impact on the management element of the services, given its importance to clients. 

“The role of case managers is critical, but we need to be able to do it in a potentially low-cost environment.

“We are working with the Federal Government to ensure it is aware of the benefits in terms of health outcomes for clients with good case management interventions.

“Our clients have spoken – we need to listen.”