The government introduced the Aged Care System Navigator trial in 2018 to help consumers navigate the labyrinthian aged care system.
An extension of the trial was announced in the 2021-22 Budget to help a national network of navigator systems got established.
Health and human services consulting firm, Australian Healthcare Associates, conducted an evaluation of the program in 2021, and last week published a final evaluation.
Over the course of the extension, the government funded 24 trials in 28 locations across Australia. COTA coordinated the trial, which provided support to 8,164 cases between July 2021 and May 2022. There were 471 information sessions conducted, delivering to 8,856 attendees.
The program was directed to 14 target populations, including Aboriginal and Terres Strait Islanders, people who faced barriers using technology, and the socially isolated.
Navigator Trial Extension Measure Final Report Key findings:
- The extension has “made good progress towards” fulfilling its objective of supporting vulnerable older people to understand and access the aged care system.
- “All trials are now actively supporting older people and their families”. However, navigator staff are “spending less of their time delivering individual support than anticipated”.
- “Recruitment and retention” of staff has posed a “significant challenge” – this was in part attributed to the organisations involved only being able to offer short term, part time contracts.
- Most customers were “satisfied” with their interactions with the navigator service and almost all were pleased with the outcome of the support they received. However, where services are not available, navigators reported the “disheartening reality” they were at times “navigating to nowhere”.
- Cases took longer than expected to be resolved.
- Administrative duties took longer than expected.
- Most support was provided face to face.
- Navigators need deep knowledge of the aged care system.
The reports makes eight recommendations to ensure the program is successful in the future.
The report has been prepared by the health and human services consulting firm, Australian Healthcare Associates. Based on data collected between August 2021 and July 2022.
The report concludes, “Navigator services continue to play an important role in connecting vulnerable older people with appropriate aged care services and supports and are highly valued by all stakeholders.”
As one customer wrote, “The navigator couldn’t have done any more than what they did to help me. I have had the service start, once the navigator got involved it started very quickly after that. I really recommend the navigators ... it’s really nice to have people explain things to you in a way that doesn’t make you feel silly but lets you understand. At 85, I need people to help me. This is what the navigator did and I am grateful for that.”