Health professionals: overview of changes to improve access to patient information

Page last updated: 03 July 2017

Information for Health Professionals on the changes to improve access to patient information and representation introduced to My Aged Care in July 2017.


In late 2016 the Department undertook consultation with the aged care sector to better understand what is, and what is not working well with My Aged Care through through co-design workshops. Sector participants then had the opportunity to develop solutions across My Aged Care:

  • policy
  • process
  • system
  • communications

As a result of this process, My Aged Care is making improvements in two key areas:

  • improving access to information for health professionals
  • better support for all clients, including clients with diverse needs.

The following provides an overview of the changes made that are relevant to Health Professionals in supporting older people to access services.

Making a referral

My Aged Care now has a consistent approach to processing referrals by Health Professionals. Regardless of the channel you use to make a referral (webform, fax form or phone), if a referral is complete, the information can be sent directly to an assessor to organise an assessment with your patient.

You will need to obtain consent from your patient to do this prior to making a referral, and make sure your patient is aware that they may be contacted by My Aged Care or an assessor.

If the referral is incomplete or faxed information is illegible, My Aged Care will contact you to confirm the information provided.

More information on how to make a referral is available on the My Aged Care website.

Adding information to a referral

When you make a referral to My Aged Care for a new client, it should be as complete as possible. If you need to add relevant information after the referral has been made, you can do this by calling My Aged Care.

The My Aged Care contact centre will verify that you are the original referrer (or a colleague) by getting the following information from you:

  • full name of referrer (colleagues of the referrer from the same organisation can provide the original referrer’s name to follow-up on a client on their behalf);
  • client’s full name;
  • type of referral (e.g. web, fax or phone) or date of referral;
  • Referral confirmation number, referrer contact number or organisation name; and
  • If a colleague is calling to add information, the name and phone number of the colleague.

If your referral is yet to be accepted by an assessor, the My Aged Care contact centre will add the information to the client record.

If your referral has been accepted by an assessor, the contact centre will give you the details of the assessment organisation so that you can pass the relevant information directly to the assessor.

Following up on a referral

You can follow up on your referrals by calling the My Aged Care contact centre. You’ll need:

  • the confirmation number – if you made the referral online
  • your details and the patient’s details – if you made the referral by fax.

The My Aged Care contact centre can provide the following information to you (or a colleague) when you call about a client you have referred:

  • if a referral has been made to an assessment organisation
  • the type of assessment
  • the name and contact details of the assessment organisation
  • if the patient has been referred for services including the type of services and if accepted by a provider
  • if the client has existing aged care approvals in place
  • if the referral you made has been closed including the reason for closure

Contacting My Aged Care for patient aged care information

If you believe your patient is receiving aged care services and you would like to find out more information before making a referral to My Aged Care, you can call the contact centre.

The contact centre will confirm you have your patient’s consent to obtain this information.  They will ask for your details and that of your patient (including your patient’s full Medicare number) before passing on the same information as for health professionals following up on a referral.

Information on representation in My Aged Care for your patients and their families

Representatives in My Aged Care

If an older person is unable or unwilling to talk to My Aged Care, they can have a representative set up to support them. For most older people this would be a family member or carer or friend. However, any individual can become a regular representative for an older person in My Aged Care, with the client’s consent.

My Aged Care creates a client record for all representatives. This is to ensure that we are speaking to the right person each time they contact us.

What a representative can do

A representative can do things for an older person like:

  • give information to My Aged Care including to assessors, the My Aged Care contact centre and service providers
  • get information about a client’s progress in My Aged Care
  • make decisions about aged care assessment and referrals for aged care services
  • see and update aged care and personal information through the contact centre or on the My Aged Care client record on myGov
  • be listed as the primary contact so they are the first contact point for My Aged Care.

Regular and authorised representatives

My Aged Care has two types of representative: a regular representative and an authorised representative. 

If the older person is capable of providing consent for someone else to speak and act on for them, they can set up someone else as their regular representative.

If an older person is not capable of providing consent for someone else to speak on their behalf, they will need an authorised representative. Authorised representatives need to provide My Aged Care with legal documentation to show that they can legally act in this role.

Additional information about representation and the legal documents that My Aged Care accepts

Representation Factsheets for your patients and their families

Information on who can be support a client to access aged care services is available for your patients and their family and carers on the My Aged Care website.

The following fact sheets provide information for consumers, their families and carers on how to get help to talk to My Aged Care:


Appointment of a Representative Form