Personal Care Services in Aged Care: Full Guide

Personal care is the most common type of support people receive in aged care, and for good reason. It covers the everyday tasks that many of us take for granted: showering, getting dressed, brushing teeth, using the bathroom, and eating meals. When age, illness, or disability makes these activities difficult, the right support can make the difference between living safely at home and needing residential care.

This guide covers what personal care services include, how they are funded, what to expect from care workers, and how to make the experience as comfortable and dignified as possible for everyone involved.

What Personal Care Covers in Aged Care

Personal care refers to hands-on assistance with daily living activities that involve a person’s body and physical wellbeing. These are sometimes called Activities of Daily Living (ADLs) in clinical settings. Understanding exactly what falls under personal care helps families plan the right level of support.

Showering and Bathing Assistance

Showering and bathing support is one of the most requested personal care services. This can range from standby assistance (where a worker is nearby in case of falls) to full hands-on help with washing, rinsing, and drying.

What showering assistance may include:

• Helping a person safely get in and out of the shower or bath
• Adjusting water temperature and checking it is safe
• Washing hair, body, and face
• Applying soap, shampoo, and conditioner
• Rinsing and drying thoroughly, including between skin folds
• Applying moisturiser or skin barrier creams
• Helping with shower chairs, grab rails, and non-slip mats

Some people only need help getting in and out of the shower safely, while others need full assistance with every step. A good care worker will encourage as much independence as possible while keeping the person safe.

Dressing and Undressing

Getting dressed can become difficult due to arthritis, limited mobility, poor balance, or cognitive decline. Care workers help with:

• Choosing appropriate clothing for the weather and activities
• Putting on and removing shirts, pants, underwear, socks, and shoes
• Fastening buttons, zips, and velcro closures
• Putting on compression stockings or support garments
• Adjusting clothing for comfort throughout the day

Adaptive clothing with magnetic closures, side openings, or elastic waistbands can make dressing easier and faster for both the person and the care worker.

Grooming and Personal Hygiene

Grooming covers the smaller but important daily tasks that contribute to a person’s health, comfort, and self-esteem:

• Brushing or combing hair
• Oral care including brushing teeth, cleaning dentures, and mouth care
• Shaving or facial hair grooming
• Nail care (basic filing and cleaning, though cutting toenails often requires a podiatrist)
• Applying deodorant and personal care products
• Skin checks for redness, pressure areas, or changes

Regular grooming is not just about appearance. Poor oral hygiene can lead to infections and aspiration pneumonia. Unmanaged skin can break down quickly, especially in people who are less mobile.

Toileting and Continence Support

Toileting assistance is one of the most sensitive areas of personal care. It requires workers who are respectful, patient, and well trained. Support may include:

• Helping a person get to and from the toilet safely
• Assisting with clothing before and after using the toilet
• Wiping and cleaning after toileting
• Emptying and cleaning commodes or bedpans
• Managing continence aids such as pads, pull-ups, or catheters
• Changing incontinence products
• Skin care around the perineal area to prevent breakdown
• Monitoring bowel and bladder patterns

Continence issues affect a large proportion of older Australians. According to the Continence Foundation of Australia, over 5 million Australians experience bladder or bowel control problems. Proper management protects skin integrity, prevents infections, and preserves dignity.

Mobility and Transfers

Many personal care tasks involve movement. Mobility support during personal care includes:

• Helping a person stand from a chair, bed, or toilet
• Assisting with walking to the bathroom or dining area
• Using mobility aids like walkers, wheelchairs, or gait belts
• Operating mechanical lifters or hoists for transfers
• Repositioning in bed to prevent pressure injuries
• Helping with exercises prescribed by a physiotherapist

Care workers who provide mobility support need proper manual handling training. This protects both the person receiving care and the worker from injury.

Eating and Drinking Assistance

Meal assistance under personal care covers the physical act of eating, not meal preparation (which falls under domestic assistance). This includes:

• Cutting food into manageable pieces
• Helping with feeding when a person cannot use utensils
• Prompting and encouraging eating and drinking
• Monitoring for swallowing difficulties (dysphagia)
• Thickening fluids as directed by a speech pathologist
• Ensuring adequate fluid intake throughout the day
• Positioning a person correctly for safe eating

Malnutrition affects up to 50% of older Australians in residential care and a significant number of those living at home. Regular eating assistance and monitoring helps identify problems early.

Medication Prompting and Assistance

Personal care workers can help with medications in specific ways:

• Reminding a person to take their medication at the right time
• Handing a person their pre-packed medication (from a Webster pack or dose administration aid)
• Opening packaging that is difficult to manage
• Recording that medication has been taken

Personal care workers do not administer medications, adjust doses, or make clinical decisions about medication. These tasks require a registered nurse. The distinction between prompting and administering is important and is regulated by aged care quality standards.

Who Provides Personal Care Services

Personal care is delivered by trained support workers, sometimes called care workers, personal care assistants, or aged care workers. Understanding who provides this care and what qualifications they hold helps families make informed choices.

Qualifications and Training

Most personal care workers hold a Certificate III in Individual Support (formerly Certificate III in Aged Care) or an equivalent qualification. This training covers:

• Personal care techniques including manual handling
• Infection control and hygiene practices
• Communication with older people, including those with dementia
• Recognising and reporting changes in a person’s condition
• Working within scope of practice
• Cultural sensitivity and person-centred care

Some workers hold a Certificate IV in Ageing Support or a Diploma of Nursing, which provides a broader scope of practice. Workers who assist with complex care needs such as PEG feeding, catheter care, or wound management typically need additional clinical training and may need to work under the supervision of a registered nurse.

Provider Types

Personal care can be delivered through several types of organisations:

• Approved home care providers who are registered with the Australian Government to deliver Home Care Packages
• CHSP service providers funded to deliver entry-level support services
• Private care agencies that offer personal care on a fee-for-service basis
• Self-managed care arrangements where individuals hire their own workers directly

Each provider type has different regulatory requirements, pricing structures, and service models. When choosing a provider, look for one that is registered with the Aged Care Quality and Safety Commission and has clear policies around worker screening, training, and supervision.

Worker Screening Requirements

All personal care workers in aged care must have:

• A valid National Police Check (renewed every three years)
• An Aged Care Worker Screening Check (or state equivalent)
• First aid and CPR certification
• Appropriate immunisations

From 1 July 2025, the strengthened Aged Care Act introduces additional requirements for worker screening and a mandatory code of conduct for all aged care workers. This provides extra protection for people receiving personal care services.

Funding Options for Personal Care

Personal care can be expensive if paid for privately, but most older Australians can access government-funded support. Here is how the main funding pathways work.

Home Care Packages (HCP)

Home Care Packages are the primary funding source for ongoing personal care at home. There are four levels:

Package Level	Annual Budget (approx.)	Personal Care Hours (indicative)
Level 1 (Basic)	$10,270	2-3 hours per week
Level 2 (Low)	$18,060	4-6 hours per week
Level 3 (Intermediate)	$39,310	8-12 hours per week
Level 4 (High)	$59,610	15-25+ hours per week

These figures are approximate and vary depending on provider fees, care management charges, and how much of the package budget is allocated to personal care versus other services. Some providers charge package management and care management fees that reduce the amount available for direct services.

To access a Home Care Package, you need an assessment through My Aged Care (1800 200 422). An Aged Care Assessment Team (ACAT) assessor will visit your home to determine your care needs and recommend the appropriate package level.

Support at Home Program

The Support at Home program is replacing the current Home Care Package system from 1 July 2025. Under this new program, personal care continues to be a core service. The new system introduces classification levels that determine funding amounts based on assessed need rather than broad package levels.

Key changes under Support at Home include:

• More granular assessment of care needs
• Quarterly funding reviews to adjust support as needs change
• No-cost personal care for people with limited financial means
• Contributions based on a means test for those who can afford to pay

Commonwealth Home Support Programme (CHSP)

CHSP provides entry-level support for people with lower-level care needs. Personal care through CHSP is typically limited to a few hours per week and is designed as a stepping stone before Home Care Packages.

CHSP services are accessed through a Regional Assessment Service (RAS) assessment via My Aged Care. CHSP is scheduled to transition into the Support at Home program, though existing CHSP clients will continue receiving services during the transition period.

Private Personal Care

Some people choose to pay for personal care privately. This may be because:

• They are waiting for a Home Care Package to be assigned
• They need more hours than their funded package covers
• They prefer to choose their own provider without government involvement
• They do not meet eligibility criteria for government funding

Private personal care rates typically range from $45 to $75 per hour, depending on the provider, location, and time of service (weekends and public holidays attract higher rates). Some providers offer discounted rates for regular bookings or block hours.

Maintaining Dignity in Personal Care

Personal care involves the most intimate aspects of a person’s life. How this care is delivered matters as much as what is delivered. Dignity is not an optional extra. It is a fundamental right protected under the Aged Care Quality Standards.

Why Dignity Matters

Losing the ability to shower, dress, or use the bathroom independently is one of the most confronting aspects of ageing. Many people feel embarrassed, vulnerable, or frustrated when they first need help with personal care. How workers approach these tasks directly affects a person’s:

• Mental health and emotional wellbeing
• Willingness to accept help (and therefore their safety)
• Relationship with their care workers
• Overall quality of life

Practical Ways to Preserve Dignity

Good personal care workers use specific techniques to maintain a person’s dignity:

Privacy and modesty

• Closing doors and curtains during personal care
• Covering the body with towels while washing specific areas
• Only exposing the part of the body being attended to
• Knocking before entering rooms, even when expected

Communication and consent

• Explaining each step before it happens (“I’m going to help you lift your arm now”)
• Asking for permission rather than just doing tasks
• Giving choices wherever possible (“Would you like to shower before or after breakfast?”)
• Using respectful language and the person’s preferred name
• Never talking about a person as if they are not there

Encouraging independence

• Letting the person do as much as they can themselves
• Providing adaptive equipment that supports independence
• Being patient and allowing extra time rather than rushing
• Celebrating small achievements and maintained abilities

Consistency and routine

• Following the person’s preferred routine and habits
• Respecting long-held personal care preferences
• Keeping the same workers where possible to build trust
• Documenting preferences so all workers provide consistent care

When Dignity is Compromised

If you feel that personal care is not being delivered respectfully, you have the right to raise concerns. Steps you can take include:

1. Speaking directly with the care worker about your preferences
2. Contacting the provider’s care coordinator or manager
3. Calling the Older Persons Advocacy Network (OPAN) on 1800 700 600 for free, independent advocacy
4. Making a complaint to the Aged Care Quality and Safety Commission on 1800 951 822

You should never feel that you need to accept care that makes you feel uncomfortable, rushed, or disrespected.

Choosing the Right Personal Care Workers

The relationship between a person and their personal care worker is one of the most important relationships in aged care. Getting this right has a direct impact on wellbeing and outcomes.

What to Look For

When choosing personal care workers or providers, consider:

• Experience with specific needs: If the person has dementia, Parkinson’s disease, or another condition, look for workers with relevant experience
• Communication style: The worker should communicate clearly, listen actively, and be patient
• Cultural and language compatibility: Shared language or cultural understanding can make personal care more comfortable
• Reliability and punctuality: Personal care often needs to happen at specific times (morning routine, bedtime)
• Flexibility: Willingness to adapt to changing needs and preferences
• Gender preference: Many people have strong preferences about the gender of their personal care worker, and this should always be respected

Consistency of Workers

Having the same workers regularly is particularly important for personal care. Benefits of worker consistency include:

• The worker learns the person’s preferences, routines, and communication style
• Trust builds over time, making intimate tasks less awkward
• The worker can notice subtle changes in health or cognition
• Less time is spent explaining preferences each visit
• The person feels more relaxed and comfortable

Ask providers about their approach to worker consistency. Some providers guarantee a small team of regular workers, while others send whoever is available. This is a valid and important question to ask before committing to a provider.

Trial Periods

Most providers offer a trial period or initial assessment visits. Use this time to evaluate:

• Whether the worker respects the person’s dignity and preferences
• How well the worker communicates with the person and family
• Whether the worker arrives on time and stays for the full allocated time
• The worker’s competence with specific tasks (transfers, continence care, etc.)
• Whether the person feels comfortable and safe

If the match is not right, ask for a different worker. This is normal and expected. A good provider will work with you to find the right fit.

Cultural Considerations in Personal Care

Australia is a culturally diverse country, and personal care needs to reflect this diversity. Cultural background can significantly influence how a person feels about receiving personal care and what they consider appropriate.

Common Cultural Factors

Cultural considerations in personal care may include:

• Gender of care workers: In many cultures, personal care from a worker of the opposite gender is unacceptable. This is especially true for showering, toileting, and dressing assistance
• Modesty requirements: Some cultures have specific requirements about body coverage, even during bathing
• Religious practices: Prayer times, ritual washing, dietary requirements during mealtimes, and religious garments
• Language: Receiving personal care from someone who speaks your language reduces misunderstanding and increases comfort
• Family involvement: Some cultures expect family members to be present during personal care, while others prefer privacy
• Traditional practices: Preferences for specific hygiene products, grooming methods, or skincare routines
• Food and eating customs: Specific hand-washing rituals, eating with hands rather than utensils, or particular food preparation requirements

Communicating Cultural Needs

When setting up personal care services, make your cultural needs clear from the start:

1. During your My Aged Care assessment, mention any cultural or language preferences
2. When choosing a provider, ask about their experience with your cultural community
3. Provide written information about specific requirements so all workers are informed
4. Ask if the provider has workers from your cultural background or who speak your language

Providers are required under the Aged Care Quality Standards to deliver culturally safe care. If your cultural needs are not being met, raise this with your provider and, if necessary, with the Aged Care Quality and Safety Commission.

Aboriginal and Torres Strait Islander Considerations

Aboriginal and Torres Strait Islander peoples may have specific needs around personal care, including:

• Preference for Aboriginal or Torres Strait Islander care workers
• Understanding of sorry business and cultural obligations
• Connection to community and country as part of overall wellbeing
• Gender-specific care requirements connected to cultural law
• Use of traditional healing practices alongside western care

The National Aboriginal Community Controlled Health Organisation (NACCHO) can help connect Aboriginal and Torres Strait Islander people with culturally appropriate aged care services.

Tips for Families Supporting a Loved One

When a family member starts needing personal care, it affects the whole family. These practical tips can help families navigate this transition.

Having the Conversation

Talking about personal care needs can be difficult. Some tips for approaching this conversation:

• Choose a calm, private moment rather than bringing it up during a crisis
• Focus on safety rather than inability (“I want to make sure you’re safe in the shower” rather than “You can’t shower by yourself anymore”)
• Acknowledge that needing help is normal and common
• Involve the person in decisions about their care from the start
• Listen to their concerns and fears without dismissing them
• Be patient. It may take several conversations before someone is ready to accept help

Managing the Emotional Impact

It is normal for both the person receiving care and their family to experience strong emotions:

• Grief: Mourning the loss of independence and the way things used to be
• Guilt: Family members may feel guilty for not providing care themselves
• Frustration: With the system, with changing abilities, with the situation
• Relief: When good care is in place and the person is safe and well supported
• Anxiety: About choosing the right provider, managing costs, and future needs

Speaking with a counsellor, joining a carers support group, or calling the Carer Gateway (1800 422 737) can help families manage these feelings.

When Family Members Provide Personal Care

Some families choose to provide personal care themselves, at least partially. If you are providing personal care to a family member:

• Get proper training in manual handling, infection control, and personal care techniques. Your GP can refer you to relevant services
• Use appropriate equipment (shower chairs, grab rails, slide sheets) to protect both of you from injury
• Set boundaries. It is okay to have professional workers handle tasks that feel too intimate for a family relationship
• Look after your own health. Carer burnout is common and can affect both your wellbeing and the quality of care you provide
• Consider a mix of family care and professional support to share the load

Monitoring Care Quality

Once professional personal care is in place, families play an important role in monitoring quality:

• Ask your family member regularly how they feel about their care and their workers
• Look for signs of good care: clean skin, neat grooming, appropriate clothing, and a positive mood
• Watch for warning signs: unexplained bruises, skin breakdown, weight loss, withdrawal, or reluctance to have certain workers
• Review care notes and progress reports from the provider
• Attend care plan reviews and raise any concerns
• Maintain open communication with the care team

Planning for Changing Needs

Personal care needs typically increase over time. Planning ahead helps avoid crisis situations:

• Start with a lower level of support and increase as needed
• Apply for a Home Care Package earlier rather than later, as there can be waiting periods
• Keep your My Aged Care assessment up to date. Request a reassessment if needs change significantly
• Discuss future care preferences while the person can still express their wishes
• Consider whether the home environment needs modifications (grab rails, ramps, wider doorways) to support ongoing personal care at home

Common Concerns About Personal Care

”I don’t want a stranger helping me shower”

This is the most common concern people have about personal care. It is completely valid. Here is what helps:

• Start with less intimate tasks first (grooming, dressing) to build trust before moving to showering
• Request the same worker each time so they become familiar rather than a stranger
• Have a family member present for the first few visits if that helps
• Remember that personal care workers do this work every day. They are trained to be professional and respectful
• You are in control. You can direct how care is provided and stop anything that makes you uncomfortable

”I can still manage on my own”

Safety is the priority. Signs that personal care support might be needed include:

• Frequent falls or near-misses in the bathroom
• Declining personal hygiene or wearing the same clothes for days
• Skin breakdown or infections from inadequate washing
• Difficulty getting in and out of the shower or bath
• Forgetting to take medications regularly
• Noticeable weight loss from difficulty eating

Getting help early, before a crisis, gives better outcomes than waiting until after an injury or health decline.

”It’s too expensive”

Government-funded personal care through Home Care Packages and CHSP can be accessed at no cost or a small contribution, depending on your financial situation. Even Level 1 Home Care Packages provide enough funding for regular personal care visits. Private care is more expensive, but it may only be needed temporarily while waiting for government funding.

Getting Started with Personal Care Services

If you or a family member needs personal care support, here is a step-by-step path to getting started:

1. Contact My Aged Care on 1800 200 422 to register and request an assessment
2. Complete your assessment (RAS for lower needs, ACAT for higher needs). The assessor will visit your home
3. Receive your referral or package approval with a recommended level of support
4. Choose a provider that meets your needs, preferences, and cultural requirements
5. Develop a care plan with your provider that details exactly what personal care you need and how you want it delivered
6. Start services with an initial period to assess the match between worker and client
7. Review and adjust regularly as needs change

Find Personal Care Providers Through MD Home Care

MD Home Care is a connection platform that helps older Australians and their families find personal care providers matched to their specific needs. Whether you need help with showering, dressing, medication prompting, or full personal care support, MD Home Care can connect you with experienced providers in your area.

Call 1800 953 253 to speak with the team about your personal care needs, or visit mdhomecare.com.au to explore personal care services and aged care options available to you.

Getting the right personal care support can transform daily life for older Australians and their families. The right worker, the right provider, and the right funding make it possible to live safely and comfortably at home for longer.