Strengthened Aged Care Quality Standards
Applicability, management questions and official guidance.
Read guide Aged Care
Centremetrics · Support at Home
Better visibility across Support at Home
Support at Home requires providers to connect service demand, participant needs, workforce capacity, care management, funding and service delivery in a very different operating model from residential aged care. Centremetrics helps providers create the trusted information and operational visibility needed to manage that complexity.
Talk to CentremetricsOur services
Our services in Support at Home
01
Business Growth
Review viability under current funding arrangements, align internal KPIs and strengthen financial visibility and risk management. Consider pricing, unit costs and cost-to-serve alongside funding utilisation and the resources needed to deliver care.
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Business Intelligence & Optimisation
Use root cause analysis and Lean Six Sigma to examine service delivery, funding utilisation, scheduling and onboarding times. Agree definitions and reporting periods so finance, operations and care teams work from the same measures.
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Digital Transformation & Automation
Identify avoidable administration in rostering, documentation, billing and claiming. Introduce appropriate automation with staff oversight and safeguards for care recipients' privacy and care judgement.
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Managed Services
Agree ongoing reporting and operational support for care management and CRM systems, subject to platform and access requirements. Assess offshore team setup for suitable administrative tasks only, with privacy, contractual and governance approvals before access is granted.
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Data Governance & Technology Risk
Review access and permissions, the reliability of records and reporting, and technology risk visibility. Help providers identify weaknesses in how sensitive care recipient information is protected and handled.
Explore this servicePerformance dimensions
Demand
Enquiries, referrals, assessments and service commencement.
Service delivery
Planned versus delivered services, utilisation, cancellations and service mix.
Workforce
Scheduling, workforce capacity, geographic coverage and availability.
Funding
Classification, participant budgets, utilisation, contributions and funding visibility.
Care management
Care-management activity, changes in need, coordination and reviews.
Quality & governance
Incidents, complaints, feedback, information reliability, risk and improvement actions.
Measures depend on the services delivered and applicable provider requirements. Internal operational KPIs do not replace prescribed regulatory definitions.
Quality
Reliable service-delivery, onboarding and scheduling measures help providers identify interruptions or delays affecting older people. Review these alongside care outcomes, feedback and individual care needs, not as a substitute for care judgement.
Financial Performance
Consistent funding utilisation, pricing, unit-cost and cost-to-serve reporting helps providers understand resource requirements. Review travel and administrative workload alongside continuity of care and care management.
Compliance
Clear definitions, reliable service records and assigned reporting responsibilities support oversight of applicable Support at Home obligations. Requirements depend on the services delivered and provider registration. Performance reporting does not replace regulatory advice or guarantee compliance.
Performance reporting
A shared view of operations
Agree what each measure means, where the data comes from and who reviews it. Your reporting should reflect your services and the decisions your team needs to make.
Administrative support operates within documented role boundaries, access controls, supervision and escalation arrangements. Clinical decisions, care decisions and regulated provider responsibilities remain with appropriately authorised personnel.
Aged care resources
Practical guidance for better aged care decisions
Explore practical, current resources covering aged care quality, performance, governance, residential operations and Support at Home.
Understanding Care Minutes
Home-specific targets, workforce information and careful interpretation.
Read guideUsing Quality Indicators for Improvement
Use residential reporting to investigate variation and review action.
Read guideEvidence
The evidence behind well-run aged care
Figures describe the sources named and, where stated, surveyed providers only, not the whole sector.
People using aged care
293,000
Growth in in-home care
About 293,000 people were using home care at 30 June 2025, compared with about 204,000 using residential care.
Figures refer to the Home Care Packages program, before Support at Home began on 1 November 2025.
AIHW, GEN fact sheet: People using aged care, 2025(opens in a new tab)
Explore Business Growth and PerformanceSupport at Home funding rule
$1,000 or 10%
Budget utilisation
Participants can carry over unspent funds of up to $1,000 or 10% of their quarterly budget, whichever is greater.
Providers need clear visibility of budget use, scheduling and delivery across each quarter.
Explore Business Intelligence and Optimisation
Talk to Centremetrics
Discuss your aged care operations.
Tell us about your service and the reporting or operational issue you want to address. Please share business information only, not resident or participant records or health details.