Why having a guide through aged care changes everything – by Paula Duncan

Before my fall, I had heard of My Aged Care but I did not really understand how it worked. When I suddenly needed help, the forms, approvals and unfamiliar terms felt overwhelming. It is a lot to process when you are already feeling vulnerable.

That first call to Trilogy Care changed the tone completely. From the start, the team spoke in clear language and set out what each step meant. They told me what to expect and which decisions I would need to make. I never felt rushed. I never felt pushed into anything. I felt informed and calm.

Turning complexity into simple steps

The process has quite a few moving parts, especially when you are new to Support at Home. Trilogy Care broke it into steps I could follow.

• Understand what help you need on day one at home

• Start the referral through My Aged Care

• Know what the assessment involves and how to prepare

• Plan the first quarter so the right services happen on time

• Keep track of what was delivered and what is still to come

Because I knew the plan, I could focus on recovering while my care partner coordinated the tasks behind the scenes.

Plain English and real guidance

Good guidance is more than ticking boxes. The team explained how Support at Home funding works, what my quarterly budget could cover, and which services fit my goals. They showed me how self-management gives more choice and better value. I could see how local pricing turns the same funding into more hours of real support.

When something felt unclear, they slowed down and explained it in a different way. If a form needed details, they told me exactly where to find them. If I needed time to think, they gave me that time. I always felt respected and included.

Choice and control that fit real life

I wanted familiar faces and reliable times. With self-management, I chose who came into my home and we agreed fair local rates. That meant my budget stretched further and the help I received matched my routines. My care partner checked in regularly and adjusted the plan as I healed, so I was not paying for support I no longer needed.

Staying ahead of the paperwork

The worry about paperwork can hold people back from asking for help. Trilogy Care made it practical.

• Referral started promptly so I did not lose time

• Assessment booking tracked and confirmed

• Service agreements explained before anything began

• Monthly statements reviewed so I knew what was used and what remained

• Clear next steps before the quarter ended

Knowing what was coming removed the anxiety. I felt organised rather than overwhelmed.

What I would tell a friend

• Make the first call early so you have a path before you get home

• Ask for a simple explanation of your Support at Home options

• Keep choice and control at the centre so the support fits your life

• Focus on local pricing so your funding becomes more care hours

• Plan each quarter so you use your budget well and avoid missed care

• Lean on your care partner for coordination and checks along the way

The comfort of real experience

What stood out most was how knowledgeable and reassuring everyone was. They had clearly helped many clients before, and that experience mattered. They anticipated what I would need and prepared it before I had to ask. I felt like I had a capable team on my side, not just a list of tasks to complete.

When life changes without warning, you need more than information. You need people who know the system and care enough to guide you through it. Trilogy Care turned a complicated process into something simple, human and doable. That made all the difference.