With accessing aged care a tangled confusion, scammers are exploiting – High performing providers are stepping up to protect the seniors they serve

From BaptistCare’s CEO sharing the confusion and distress his parents are facing, trying to untangle the complexity and legalese of accessing aged care, to Juniper’s recently released white paper, saying WA seniors are extremely frustrated with the opaque wall they face, accessing aged care has become a PHD endeavour. Within this quagmire of websites, links and numbers to call, and the resulting fear and frustration battling to comprehend the level and cost of care seniors can expect, scammers have found an opportunity. The government recently warned seniors, loved ones and providers against a growing trend of organised operations of deceit to trick seniors into providing sensitive details that could later be exploited. While the need for simplicity and ease in accessing information about aged care must be reformed by government, there are providers, in the immediate, that are seeking to contribute clarity and support in the face of the opaque, confusing and frustrating.

In-home visits

Government messaging has particularly warned over scammers targeting seniors still living at home. People disguised as either government assessors or personnel from a provider are approaching homes. 

Under the cover of seeking to provide answers, answers that seniors are desperately seeking in regards to what care they could receive, many have been deceived into handing over private information such as TFNs, banking details and other sensitive data.

Feeling unsure – seniors must be empowered to verify

 It is worthwhile for all providers to have robust policies and practices in place to safeguard seniors. Guide Healthcare is a provider of allied services working in the residential aged care and in-home space. To safeguard seniors, their families and RAC providers, uniforms and name tags are a mandatory practice for personnel visiting any clients.

The name-tag contains the full name, and all staff have their professional registration documents assessed as part of the compliance process and policy. These documents are securely stored and easily accessible within the provider’s system, ensuring they are readily located for any and all team-members. Head office is available during the hours when personnel conduct in-home visits and are always willing to receive and support any requests for verification.

Government messaging asks for loved ones and providers to be educating seniors on how scammers have been operating, Guide Healthcare believes providers can go further. All seniors are encouraged, if unsure, to call head office to verify personnel that have approached their door. 

The process to verify and feel safe with anyone that they are letting in the door is a policy and practice Guide as a provider seeks to substantively uphold.

Prior and consistent communication

The fact that countless seniors are voicing confusion, fear and frustration at finding answers about care, whether levels of care or interactions with providers, is an indictment on the functioning of aged care for seniors overall. Yet in operational management, providers have been pivoting to respond where they can to structurally provide safety for clients.

Guide’s policy regarding client notifications and appointment management is another area they have sought to invest in, both budgetarily and temporally. 

“Clients are kept fully informed about their care schedule and treating clinicians to ensure transparency and confidence in service delivery.”

Guide has sought to craft policy and practice that supports not only seniors with what care they can expect, but when, who and why. For family members as well, who wish to be fully informed about care and personnel, they are able to be incorporated into the messaging platforms.

“[Clients and family members] They receive notification of the name of their assigned clinician and are contacted by phone if any changes occur. Appointment reminder messages are sent in advance so clients know when to expect their visit, and any alterations or cancellations are communicated immediately to minimise disruption and maintain trust.”

Particularly for seniors who are in the early stages of cognitive challenges, the need for providers to implement practices that go the extra mile to communicate and explain, is not only combating deceitful scammers, but investing in measures to safeguard trust, and in so doing, ensure strong reputation and brand relationship.

Policy on sensitive information

Guide has not only invested in policy to safeguard sensitive information but allotted resources to train personnel on the expectations of conduct when it comes to scenarios where, in trust, a senior may wish to discuss finances with in-home personnel.

“All staff are trained never to request or accept any personal, financial, or banking information from clients.”

Seniors and loved ones are never encouraged to discuss sensitive information with those that have come to their home. “If a client raises a question about accounts, invoices, or payments, staff are instructed to refer them directly to their package coordinator or the Guide Healthcare office.”

Providers have a place to also educate seniors and loved ones on the safety of safeguarding sensitive information. While convenience may be a factor that could see seniors divulging banking information to front-line staff that have come for an in-home visit, the need to protect that information remains paramount. Visiting personnel may yet lose the information, or have a personnel device hacked or lost. Investing in training for staff to guide seniors is a measure of care that providers can step into.

Providing clear communication to those who are equipped to handle sensitive information is vital. Guide has created a practice where each client has a personal package coordinator that can always be reached if questions arise.

“This process is reinforced during onboarding, ongoing compliance training, and through our internal policies to ensure client privacy and security are always maintained.”

Privacy and confidentiality

Seniors and loved ones are encouraged to ask about how their data is being handled. Guide has implemented, “privacy policies ensur[ing] compliance with data protection laws, covering the secure handling and sharing of client information.”

If at any time, particularly if a senior is feeling unsure of a person who has come to their door, caution is recommended, and the empowerment reinforced to say no to communicating until verification has been conducted.

Scammers arriving at doors, or cold calling, are seeking to win trust in confusion, loved ones and providers have a role to play in affirming the rules in place to safeguard the sharing of any senior/client information.

Guide is clear, “informed consent is obtained for all services, including data collection, telehealth, and media use, supporting client dignity and choice.” At any time seniors are encouraged to ask questions about why information is being taken, how it is stored and how it is protected from being exploited.

In the interim

Long overdue is the overhauling of resources available for answers, streamlining accessing aged care services is must for government bodies. Juniper’s CEO is unequivocal, accessing information on care should not be so difficult as it currently is. Yet in the immediate, seniors must be protected and equipped to defend against deceit. Seniors must be encouraged and emboldened to use caution, and be supported to easily verify, when approached at their door or cold called, particularly in the face of slick messaging by scammers.

It is in the veneer of professionalism that many scammers are posing as assessors or provider personnel and so both government and providers must step into creating policies where verification of authenticity is encouraged, timely and supported by all levels of personnel from portfolio ministers and CEOs to the newest front-line hire.