Question 1

Could you clarify Standard services versus Higher Everyday Living services?

Accepted Answer

Standard services relate to the services the government mandates all residential aged care homes provide. Higher Everyday Living services are optional, and these services can be made available by providers for a fee for residents who choose to receive services that are of a higher standard.

Question 2

Will Anglicare be expanding the type of services being offered within higher everyday living?

Accepted Answer

Yes, but not in the launch phase. The introduction of higher everyday living services is a significant operational change for Anglicare. To ensure a smooth transition, we will launch a core offering for the first 12 months. We will then assess the launch phase and seek input from residents and families to determine if additional services are required.

Question 3

Will homes need to separate residents who have the entire package from those who have not taken up the package?

Accepted Answer

No, there will be no separation of residents based on whether they are using the higher everyday living services or not. Our aim is to ensure Anglicare’s residential aged care homes operate as they do now — just with the added flexibility of residents deciding whether they want a package of higher everyday living services or simply want to purchase services or items on an ad hoc basis, or not at all.

Question 4

How will care staff keep track of who ordered which service?

Accepted Answer

This is a significant change for Anglicare, and we have processes in place to minimise errors. We are trialling a new app that will play a major part in this process. It will include functionality to allow staff to confirm when services have been requested and/or offered and whether they have been delivered or refused by residents. We’re investing in comprehensive training to ensure staff are confident in using the app and equipped to effectively support residents in its use. We will also be recruiting additional roles to support the introduction of higher everyday living services in our residential aged care homes.

Question 5

What happens if my mum has dementia, and she orders services without our knowledge, and we get a large bill at the end of the month?

Accepted Answer

There will be checks in the system to ensure this type of situation is managed appropriately with the resident’s nominated family member.

Question 6

What if I can't use technology?

Accepted Answer

You can ask staff or a nominated family member to help you with the app and to order your higher everyday living services on the app for you. The My Rhythm app will ensure residents are at the centre of decision-making that relates to them and we will provide all support necessary for residents and families to achieve this goal.

Question 7

How does the higher everyday services model apply to residents who are on full concession?

Accepted Answer

We will have a discounted dining package for residents who are fully supported by the Australian Government.

Question 8

What is the date Additional Services stop if I have an existing contract?

Accepted Answer

Additional Services Fee Agreements can remain in place until 31 October 2026. However, once Everyday Plus is launched in your home, you will have the choice to transition from Additional Services to the higher everyday living services.   From 1 November 2026, the Government has mandated that Additional Services cease. After that date, higher everyday living services can be accessed via a package or on an ad hoc basis.

Question 9

My mum is in a wheelchair. Can she go on a bus outing via booking a spot on the app?

Accepted Answer

Absolutely! We are currently testing buses which can accommodate multiple wheelchair users as well as provide additional support. Our aim is to ensure the buses used for outings are accessible for all residents.

Question 10

My mum only eats salad for dinner as she prefers healthy options. Is that not available?

Accepted Answer

Salads will be available at both lunch and dinner as part of the Standard services offering, as well as sandwiches.

Question 11

Will fresh fruit be on the menu?

Accepted Answer

Fresh fruit will still be available at all times of the day for everyone.

Question 12

Is it possible to select the package of services a few days in advance instead of committing to everything upfront?

Accepted Answer

The two options will be to sign a Higher Everyday Living Agreement for the package of services or to order individual services on an ad hoc basis. A Higher Everyday Living Agreement can be cancelled at any time within the cooling-off period (the first 28 days) and after that, can be cancelled with 28 days’ notice.   Residents can also choose not to take the package. We are trialling an app to ensure ease of ordering individual services on an ad hoc basis. Ordering on the app can be done by the residents, a staff member (under instruction from the resident) or a nominated family member.

Question 13

If a resident wants ice cream, would they have to be on the higher everyday living package?

Accepted Answer

Ice cream will be offered within the higher everyday living services and can be ordered by residents either as part of the package or on an ad hoc basis.  Dessert with lunch has been included in Anglicare’s Standard services and will at times include ice cream.

Question 14

Can I still have soup with lunch?

Accepted Answer

Soup will only be available with dinner.

Question 15

My mum is on a low sodium diet. Will the meal offering within Standard services meet her requirements?

Accepted Answer

Yes, all dietary requirements will be delivered as part of the Standard services offering.

Question 16

What do nutritional supplements come under?

Accepted Answer

Both nutritional and dietary supplements come under the Standard services offering.

Question 17

If a resident wants a different menu choice on the day during service but can't pay on the spot (doesn't have cash or card), will they be able to select a different option? Or will they be denied the choice?

Accepted Answer

We won’t require residents to pay for ad hoc services at the time of ordering. When the service is delivered to the resident, it will be entered into the My Rhythm app, and the cost of each ad hoc service will be added to the resident’s fortnightly (or monthly) invoice.

Question 18

Will the ad hoc pricing be pro rata to the full package, or will a premium be charged per item?

Accepted Answer

The packaged services will be provided at a discount so residents can enjoy the higher everyday living services, every day. Ad hoc items will be charged at a higher price.

Question 19

Will the bus only be available once a month?

Accepted Answer

There will be more than one bus outing scheduled each month. Residents who have taken up the package but want to participate in additional bus outings will simply need to book and pay for the additional trips. For residents who don’t have a Higher Everyday Living Agreement, they can join a bus trip on the day of the outing, and the service will be processed via the My Rhythm app.

Everyday Plus: Anglicare's higher everyday living services

Frequently asked questions