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Hope Aged Care Privacy Policy

This privacy policy provides information to you on how your personal information (which includes your health information) is collected and used, and the circumstances in which we may share it with third parties.

Why and when your consent is necessary

When you register as a patient, you provide consent for us to access and use your personal information so that we can provide you with the best possible healthcare. Whilst we use a shared medical record, only doctors and staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.

 

Why do we collect, use, hold and share your personal information?

We need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, audits and accreditation, and business processes (e.g. staff training).
Your health information may be used for secondary purposes such as research, trials and audits. No information that personally identifies you will be disclosed for these secondary purposes, without your express permission.

 

What personal information do we collect?

The information we will collect about you includes, but is not limited to, your:
Full name, date of birth, address, contact details

 

Dealing with us anonymously

You have the right to deal with us anonymously or under a pseudonym, unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.
In the medical context, this is not likely to be practicable or possible for Medicare and insurance rebate purposes. It could also be dangerous to your health.

 

How do we collect personal information?
We may collect your personal information in several different ways.

  • When you make your first appointment our staff will collect your personal and demographic information over the phone and/or via your registration form.
  • We may also collect your personal information when you send us an email, telephone us, make an online enquiry or communicate with us using social media.
    In some circumstances, personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:
    – your guardian or responsible person

 

When, why and with whom do we share your personal information?

Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, we will not share personal information with any third party without your consent.

We will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying us in writing.

 

How do we store and protect your personal information?

Your personal information may be stored in various forms, e.g. paper records, electronic records, visual records (X-rays, CT scans, videos and photos), and audio recordings (e.g. doctor dicta-typing).

We store all personal information securely and it is protected by electronic firewalls and monitored. Access to your personal information is by authorised personnel only, who are bound by confidentiality agreements.

Your privacy is important to us. Whilst we take every appropriate measure to store and protect your personal information, in compliance with the Privacy Amendment (Notifiable Data Breaches) Act 2017, we will notify you and the Australian Information Commissioner when there is a data breach that is likely to result in serious harm to you.

A data breach occurs when personal information held by an organisation is lost or subjected to unauthorised access or disclosure. Examples of a data breach include when:

  • a device containing patient/customer’s personal information is lost or stolen
  • a database containing personal information is hacked
  • personal information is mistakenly provided to the wrong person.

 

How can you access and correct your personal information?

You have the right to request access to, and correction of, your personal information.

We will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by us is correct and current. You may also request that we correct or update your information.

 

How can you lodge a privacy-related complaint, and how will the complaint be handled?

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. We will respond within 30 days of receiving your complaint.

You may also contact the Office of the Australian Information Commissioner (OIAC). Generally, the OAIC will require you to give them time to respond before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992.

 

Privacy and our website

We collect no personal information about you when you visit our website unless you choose to provide this information to us. However, certain information about site visitors is automatically collected and stored. When you interact with our sites, certain information about your use of our sites is automatically collected. This information includes computer and connection information, such as statistics on your page views, traffic to and from our sites, referral URL, ad data, your IP address, and device identifiers. This information also may include your web log information, how you search for our sites, the websites you click on from our sites or emails, whether and when you open our emails and your browsing activities across other websites. This information is collected through cookies, web beacons, and other tracking technologies that are built into standard website software.

 

Policy review statement

This policy will be reviewed regularly to ensure it is in accordance with any legislative changes that may occur. We will let you know via our website when our policy has been updated.

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Entry into Hope Aged Care Homes

If you’re starting to consider residential aged care for your Mum, Dad or loved one you’re probably wondering how much it will cost – and if they can afford it.

The Australian Government’s New Aged Care Act came into effect from 1 November
2025. The reforms include changes to the costs of permanent residential aged
care. These costs apply to every aged care community across Australia.

The following costs apply to those entering residential aged care after 1 November
2025. If you were approved for, or accessing, a Home Care Package on 12
September 2024, you are protected by the ‘no worse off principle’ and will pay
fees under the 1 July 2014 arrangements. 


Fees and contributions you may pay

Before you enter permanent residential care, you should have your means assessed to see if you’re eligible for Australian Government assistance with fees and accommodation costs. The fees you pay will depend on the outcome of your means assessment and what you agree on with your aged care provider.  You may need to pay some or all of these fees:

• basic daily fee

• hotelling contribution

• non-clinical care contribution

• accommodation costs

 

Basic daily fee

All residents pay this fee for daily living services, including meals, cleaning, laundry and utilities.

The maximum fee is set at 85% of the single basic age pension. This fee increases in March and September each year in line with the age pension.

Hotelling contribution

People who can afford to will contribute more towards their daily living costs through a hotelling contribution.

Services Australia will tell you if you need to pay a hotelling contribution and if so, how much you need to pay. This is based on your means assessment and changes with indexation in March and September. 

Non-clinical care contribution

People who need to pay the maximum hotelling contribution may also need to pay a non-clinical care contribution.

Services Australia will tell you if you need to pay a non-clinical care contribution and if so, how much you need to pay. This is based on your means assessment. The maximum amount changes with indexation in March and September. Daily and lifetime caps apply.

This fee ceases after a person pays it for four years, even if they have not reached the lifetime cap amount


Accommodation costs

Room prices

How much you pay for a room at your chosen aged care facility will also depend on your means assessment.

If you are eligible for assistance, the government will pay some or all of your accommodation costs to your provider. If not, you will need to pay the price that you agree with your provider.

Payment options

  • Option 1: 

A lump sum refundable accommodation deposit (RAD) that is refunded when you leave care, less any retention amounts and any fees that you agree to draw down.


A refundable accommodation deposit (RAD) retention also applies – if you pay a lump sum, your provider keeps 2% of your lump sum per year. This amount is not refunded when you leave care. After 5 years in care, no further retention amounts will be deducted.

  • Option 2: 

A daily accommodation payment (DAP) that is not refunded when you leave care.

The interest rate used to calculate a DAP is called the Maximum Permissible Interest Rate (MPIR). This is set by the Government and reviewed quarterly.

Daily accommodation payment (DAP) indexing applies – if you pay by DAP, this amount will increase due to indexation on 1 January, 1 April, 1 July and 1 October each year. Indexation does not apply to daily accommodation contributions (DAC) paid by residents eligible for government assistance with their accommodation costs.

  • Option 3: 

Any combination of a RAD and DAP.

Until you pay a RAD, you will pay a DAP. You can pay a RAD at any time after you enter care.

A RAD payment is considered an asset for aged care purposes. This means it is counted in your means assessment and may affect your hotelling contribution and non-clinical care contribution.

If you choose a combination payment, you can choose to draw your daily payment from your paid RAD. Over time, this will increase your daily payment unless you top up the lump sum. Your provider may also agree to draw other fees from the lump sum, like your basic daily fee.

 

Confirm your fees with a means assessment

To confirm your aged care fees, you will need a means assessment. This is where Services Australia or the Department of Veterans’ Affairs (DVA) assesses your income and assets. If you are a member of a couple, they will assess half of your combined income and assets, regardless of who earns the income or owns the assets.

If you choose not to have your means assessed, you will not be eligible for assistance with your accommodation and your provider can ask you to pay:

• the full hotelling contribution and non-clinical care contribution, and

• the accommodation price you agreed on before you entered care.

 

To complete a means assessment, fill in the Residential Aged Care Calculation of your cost of care form (SA457) or the Residential Aged Care Property details for Services Australia and DVA customers form (SA485). If Services Australia or DVA already have your financial details, you may not need to complete a form to have your means assessed.

 

Once your assessment is complete, Services Australia will send you a fee advice letter.

 

You should lodge your request for a means assessment as early as possible – even before you enter an aged care home. If your assessment is finished before you enter, the results are valid for 120 days unless there is a significant change in your circumstances.

 

Changes to fees after entering care

Your aged care fees and contributions do not stay the same for your time in care. They will change over time because of:

• changes to your financial circumstances

• indexation of aged care fees and thresholds

• reaching lifetime caps on certain fees.

 

Keep your financial details up to date

Once you’ve had your means assessed, you need to keep your income and assets up to date with Services Australia or DVA. You are legally required to report changes to your (and your partner’s) personal or financial circumstances within 28 days. This will help keep your aged care fees correct.

You can call Services Australia on 1800 227 475 or update your details online through MyGov.

 

Department of Veterans’ Affairs (DVA) recipients

If you are an eligible former Prisoner of War (POW) or Victoria Cross (VC) recipient, DVA may pay your basic daily fee. You may also be exempt from paying some of the contributions based on your means assessment.

You can find more information at dva.gov.au

 

Seek financial advice and education

You should seek independent financial advice before deciding how to pay for aged care. Some payment methods can affect your pension and aged care fees. If both you and your partner need to access care, each of your payment methods may affect the other’s aged care fees.

 

Financial hardship assistance

If you can’t afford your aged care fees for reasons beyond your control, you can apply for financial hardship assistance. You must meet certain eligibility criteria and will be assessed on your specific circumstances. If you’re approved for hardship assistance, the government will pay some (or all) of your aged care fees.

 

Got Questions?

We understand that residential aged care costs can be confusing. That’s why our knowledgeable and friendly team is here to help you. We’ll guide you through the options, answer your questions and help you at every stage.

Call us on (03) 9302 9300 or email us at [email protected]. 

Schedule of fees and charges for residential care
from 20 March 2026

This Schedule applies to residential aged care recipients. Different fees and accommodation costs apply based on the resident’s fee arrangements and accommodation arrangements.

Rates for 1 November 2025 fee and accommodation arrangements

Resident fees and contributions

Fee

Maximum daily rate

Basic daily fee 1

$66.80

Hotelling contribution 2

$22.15

Non-clinical care contribution 2

$107.32

This fee applies for permanent residential care and residential respite care.

Services Australia advises the contribution amount for a resident.

Caps on non-clinical care contribution

Non-clinical care contribution cap

Rate

Daily cap

$107.32

Lifetime cap 3

$137,917.01

A four-year cap also applies to the non-clinical care contribution. The fee ceases after a person pays it for four years, even if they have not reached the lifetime cap amount. 

 

Rates for post 1 July 2014 fee and accommodation arrangements

Resident fees and contributions

Fee

Maximum daily rate

Basic daily fee

$66.80

Means tested care fee 5

from 1 October 2025

from 1 April 2026

$403.80

$370.39

Services Australia advises the fee amount for each resident.

 

Caps on Means tested care fee

Means tested care fee caps

Rate

Lifetime cap

$86,185.23

Annual cap

$35,910.43