5.3 Plan to use services

There are many different sorts of services that will help you maintain your independence. Navigating services is complex but understanding the different types of services and what they can offer can help you choose what is right for you now.

Types of Services

There are four groups of services that people living with dementia use:

• Medical services. These include GPs, and public or private medical specialists and their teams.
• Allied health services. These include psychologists, occupational therapists, physiotherapists, social workers, speech pathologists, dietitians, podiatrists and exercise physiologists. These might be privately paid services, or you might be able to get a subsidy for them with a Chronic Condition Management Plan or Mental Health Plan through your GP, or from your private health insurance. They might be provided by your state health service, in which case they may be for free. They might be provided as part of an aged care service to which you usually pay a contribution towards the cost. See 3.12 Use therapies to maintain independence for how different allied health professionals can help you manage symptoms of dementia.
• Support at Home services. These services help you at home or when out and about, such as doing shopping or driving to appointments. These services can also help with home modifications, home cleaning and gardening, showering and personal care, meals, transport, support and information groups, and other jobs around and outside the home. Support at Home and similar services are provided through Australian Government’s Aged Care services, Department of Veteran’s Affairs (DVA) services, and the National Disability Insurance Scheme (for people under the age of 65 with a chronic disability, including dementia).
• Dementia information and support services. These include:
  • Dementia Australia, (free call 1800 100 500) the national peak body for dementia. Dementia Australia runs the national 24/7 dementia helpline, dementia post-diagnosis counselling services, dementia support groups and other services for people with dementia and carers. You might have to travel or wait for in-person groups as coverage of these services varies across the country. Dementia advisors or dementia navigators are employed by both aged care and health services in some regions around Australia. Advisors or navigators provide dementia information and support to connect you with the best services to meet your needs. (You can also read 2.3 Support to adjust to diagnosis).
  • Dementia Support Australia is a national, free 24/7 telephone service (1800 699 799) to provide support for people with dementia where changed behaviours are impacting their lives or the lives of their carer or others.
  • Alzheimer’s WA is a state-based association providing information, services and support.

There are a range of other dementia support, information, navigation and advisory services available through health and aged care services across Australia, including culturally specific services. As these vary from place to place, information can be found through My Aged Care (1800 200 422)

If English is not your preferred language, the Translating and Interpreting Service (TIS) at Free (call 131 450) to connect with any of these services listed.

Service systems and getting services

There are five main ‘systems’ through which you can obtain therapies and services:

• General practice and primary care
• State or Territory health care
• Australian Government funded aged care services for people over the age of 65 or Aboriginal or Torres Strait Islanders over 50)
• National Disability Insurance Scheme for people under 65 years
• Services provided by not-for-profit organisations and councils

You’ll usually use more than one of these systems. Confusingly, there is overlap in the services that they provide. The systems don’t always link to each other, and professionals within the different systems sometimes don’t understand the other systems very well.

General practice and primary care

Your GP will provide day-to-day medical management for your health and make referrals for subsidised therapies with the practice nurse and/or allied health professionals as part of a GP Chronic Condition Management Plan (GPCCMP) or Mental Health Plan.

Your GP also helps with conversations about driving, and accessing taxi subsidies, and making a referral for aged care assessment. GP services are subsidised by Medicare; and some GPs bulk bill Medicare so you don’t pay a contribution to visit the GP.

It can be helpful to read the page 2.10 Tell other health professionals  on being assertive with your doctor and other health professionals to ensure you get the services you need.

State health care

Your state hospital or community health centre medical specialist (e.g. geriatrician, neurologist, old age psychiatrist) and their team will provide specialist dementia assessment and management.

Teams vary in terms of the types of services and supports they provide for people with dementia. Some may have a dementia nurse specialist, a dementia advisor, or allied health professionals who can provide information and support, run support groups, and provide therapy at the health service or in your home. These services are usually free or require a small contribution. In other areas there are minimal additional services.

After an emergency visit to hospital, you might be given a short-term course (i.e. 6 to 12 weeks) of allied health and home services as part of your discharge from hospital. Hospital to home services are meant to provide short-term rehabilitation and services until you can manage yourself at home, or until you receive ongoing home care services.

Private for pay medical specialists may refer you to private allied health professionals, or state health services at the hospital or community health centre.

Australian Government funded aged care

For people over the age of 65 years old, (or Aboriginal or Torres Strait Islanders over 50) the Australian Government funds a range of aged care services for people living in the community which are provided by many different service providers throughout the states and territories.

The Commonwealth Home Support Program (CHSP) is an ‘entry’ or lower-level need program includes community transport, meals-on-wheels, community nursing, home modifications, and social programs. People might use one or more of these services, often delivered by different providers. For example, Wei-Wa might get meals from the Multicultural Meals-on-Wheels services and use the Dandenong Community Transport Service. Costs are subsidised, but you will be asked to pay a contribution.

The CHSP will continue only until June 2027, when it will transition into the Support at Home program.

Support at Home Program. This Australian Government funded program now replaces the Home Care Packages program. When approved for a Support at Home package, the person is given a letter outlining the funds they will be allocated for services. You don’t get the funds directly, but they are held by a service provider of your own choosing. Support at Home gives you access to a bundle of services which are case managed together with a staff member of your chosen service prover organisation, called your ‘care partner’. You can choose to self-manage services, but you will still need to meet regularly with your care partner to discuss the services you are receiving and how they are meeting your needs.

You will be allocated a budget that provides a set amount of funding based on your assessed level of need, and you can choose to spend those funds in a way that supports you to live well at home. For instance, Christine’s Support at Home Care services might include care worker Noleen to come and take her shopping on Tuesday afternoons; a physiotherapist, Sam to come on Wed mornings; and a private cleaning service to do the housework on Thursdays. Support at Home may require a financial contribution towards your care and services.

To get services through My Aged Care:

• You’ll need to register on the My Aged Care website. My Aged Care is the government gateway to getting aged care services. The website can be confusing; you can also telephone a free helpline 1800 200 422.
• As you move through the process of requesting services, there are different and sometimes long forms to fill out. Get help with these forms if you need it.
• Depending on the type of service that you’re applying for, you might need to provide a large amount of financial information around your income and assets as this information is used to determine what your financial contribution to the service will be.

Assessment for aged care services

There are two assessment services:

• Regional Assessment Services (RAS) conduct assessments for people with fewer needs.
• Aged Care Assessment Teams (ACATs) conduct assessments for people with greater needs.

Assessment services are accessed via My Aged Care. You might need to wait a few months to get an assessment. The assessor will usually come to visit you in your home and often will talk to your family or supporters as well. Some assessments can be done by Telehealth. The assessor might make suggestions about the types of services which might help you.

Approval for aged care services

You’ll receive a letter once you’re approved for a level of service. The letter will outline the level of service you are approved for and the funds you are allocated. There may be a long wait for funds to become available. Many people will wait months.

You’ll need to find the right service provider for you. A service provider is an aged care organisation that offers case management, services and will hold your funds. The service provider will also provide you with financial statements showing what you have spent form out allocated funds. My Aged Care has a page on finding an aged care provider. A video explaining how to use the service provider finder is here

My Aged Care has a postcode service finder which helps you see the providers in your area. Ask friends for recommendations. Speak to a few providers about their services (ask about their staff training about dementia). This might help you find a service that’s best for you.

National Disability Insurance Scheme (NDIS)

People who were diagnosed with dementia before the age of 65 years and register for the National Disability Insurance Scheme (NDIS) before the age of 65 years, may be eligible for support. Dementia is considered a disability as part of this scheme. See Dementia Australia for more information including how to apply.

The NDIS does not provide services directly. It provides funds to cover the cost of services and/or supports that are assessed as necessary to enable the person with younger onset dementia to overcome functional deficits to enjoy and live daily life and maintain or improve independence.

To access NDIS support, there are a few steps to complete:

• Step 1: There is a process to determine if you are eligible to receive NDIS support – check this short, online eligibility questionnaire.
• Step 2: Once eligibility is determined, there is an Access Request Form or phone 1800 800 110 to have the form posted to you. Forms can be provided in other languages. A representative can be appointed to provide assistance on your behalf. There are other documents that need to be provided with the Access Request Form including a confirmation of diagnosis by your doctor, a form to be completed by your doctor, proof of residency and age, and letters from other health professionals such as an occupational therapist, physiotherapist or psychologist to support your application.
• Step 3: Following submission of the Access Request Form and other documents, NDIS will advise by letter if your application has been successful.
• Step 4: NDIS will then contact you to arrange a planning meeting to talk about what services are required and funding that can be made available. You (and your representative or carer) will choose a provider to deliver the services. If you require support with the co-ordination of your services, a support co-ordinator can be appointed.

Over the next year, the NDIS will be undergoing changes as announced in the Australian Government budget of May 2026.

Terri was diagnosed with dementia at age 56. She had to leave a satisfying senior management role in her company and found retirement lonely and isolating. Eventually Terri found a role as a dementia advocate which helped her come to terms with the disease. Her NDIS support enabled her to have transport to meetings and conferences and provided her with a support person to help write presentations and manage her diary. From feeling useless and depressed, Terri found she had a purpose in life.

Services provided by not-for-profit organisations and councils

Local councils and not-for-profit organisations often provide services which might help with your life plan. These might include seniors’ classes on exercise or using computers, creative groups, social groups including bus trips, council clean-up services, and help accessing aged care services. Contact your local council or search the internet for the service you’re after in your suburb.