Providing tailored, coordinated, integrated care plans for people with multiple long-term health conditions.

If you have complex, or multiple long-term health conditions, and have had frequent hospital admissions, it can be hard to know how to best look after your health. That’s where we can help. With CarePoint, you can rest assured that you’ll receive the right kind of care when you need it most.


What is CarePoint?

Managing multiple chronic health conditions and coordinating the different health professionals involved in your treatment can be extremely difficult.

Based upon international best practice, CarePoint coordinates a multidisciplinary team of qualified health providers to give you the support, skills and confidence to better manage your health and avoid unnecessary hospital stays. CarePoint is designed to help you get your health back on track, by giving you all the help you need so you can stay at home and out of hospital.

Depending on your needs, the program can be delivered between 4-12 months. A comprehensive care plan is developed with you and shared with your doctor, identifying a support network of health professionals and other care services, helping you get on top of your health concerns and stay on the path to good health.


How does CarePoint help?

CarePoint provides a coordinated approach to help you navigate the complexities of the healthcare system, so you can receive the comprehensive care you need. Our care coordinators communicate with your doctor and other care providers, ensuring that you receive the type of care and support that will benefit you most.

Our tailored, integrated care plans reduce the stress and confusion that often accompanies managing a complex health condition. Your CarePoint program can also be adapted as your healthcare needs change, removing the guesswork of how you should be managing your health. You’ll feel empowered and confident about the best way to manage your health, so you can stay as healthy as possible for the long term.


How does CarePoint work?

CarePoint provides personalised coordinated care to ensure you receive the right level of care. Support services include:

  • a home assessment and tailored care plan
  • a personal care coordinator to help you implement health recommendations and access ongoing support.
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I have enjoyed being a part of CarePoint. It helped us make sense of the services that were available.

WA participant

Case Study

How we’ve helped Belle

Belle is 81 and has been diagnosed with osteoarthritis, osteoporosis, bilateral knee joint replacements and urinary tract infections (UTIs).

Her GP wasn’t aware she had recently fallen several times, fractured her wrist and had frequent UTIs. Because she never told her GP about the UTIs, the symptoms got so bad, she needed to go to hospital.

Belle became a CarePoint participant. All of her risks were identified during Belle’s home visit with her care coordinator and were reported to her GP by her CarePoint care coordinator.

Support included:

  • Initial assessment with a care coordinator
  • Fast-tracked home assessment with an occupational therapist
  • Support to reduce falls including:
    • a referral for council-funded personal care support, with advice to help conserve energy and minimise the risk of fall due to fatigue
    • a walking frame to support mobility
    • equipment to improve safety while getting in and out of bed.


How do I know if I’m eligible for the program?

If you have an illness such as diabetes, asthma or heart failure and you have had a recent hospital stay, the CarePoint program may be able to support you manage your health and avoid future hospital admissions. If you’re 18 years or older and hold an eligible hospital product with your private health insurer, we may contact you to offer the program.

Why is this program being offered?

Rising rates of chronic health issues have put more strain on the Australian healthcare system and whilst GPs are managing this, work pressures and under-resourcing can make it difficult for clinicians to incorporate integrated management support into patient schedules.

CareComplete and the funding parties believe that investing in programs such as CarePoint will help alleviate some of these pressures from our healthcare system and empower individuals to know what they can do to help manage their health.

I’ve already got all these services/enough support in place, so why do I need CarePoint?

We find that many of our participants aren’t always aware of the range of services that are freely available to them in the community which can help to improve health and wellbeing.

A home assessment also enables the CarePoint team to have a baseline of your circumstances. If anything changes throughout the program, we can access appropriate support quickly, ensuring you’re receiving the best service you’re entitled to.

Our team can work closely with you and your GP, ensuring all the services you need are coordinated, and your GP is aware of the care you’re being provided. There may also be some services that you’re not aware of that we can suggest.

How will I benefit?

The aim of CarePoint is to help you maintain control of your health and keep you doing the things you enjoy. The support you receive during the program may reduce the amount of time you are incapacitated, your risk of hospital admission, or the amount of time that you spend in hospital. The program aims to improve your overall health and wellbeing, increase your satisfaction with your healthcare team, and help you to increase your ability to manage your own health.

What’s involved if I participate?

Once you’ve been invited to join the program and enrolled, a care coordinator will visit you in your home to undertake a social and functional assessment. This is designed to gather information about your current health state and any health and wellbeing goals you may have. Telephone support throughout the program can help you to improve your health self-management and access all the services you’re eligible for. The CarePoint care coordinator will support you, post-hospitalisation (should this occur) and identify if any other services can be put in place to reduce the risk of you being admitted to hospital again.

What’s a care coordinator?

A care coordinator is a registered nurse or allied health professional such as a physiotherapist or occupational therapist. All CarePoint care coordinators hold current registration to practice with the Australian Health Practitioners Regulation Agency (AHPRA) or their relevant professional organisation. A care coordinator specialises in coordinating your care and assists you in identifying and supporting you to achieve your health goals.

What’s a Customer care consultant?

A customer care consultant provides administrative support for the CareComplete programs. Customer care consultants will also interact virtually with participants to check in on their progress and provide information when required.

I’m feeling well now. I’m not sure how this program would benefit me?

We find that some people on the program with complex health conditions are very well at points in time so we make check-in calls occasionally to ensure good health is continuing and on track.

Some people may not need a lot of support at all, so we may only speak to them every few months. However, sometimes we see or speak to people who are quite unwell every few weeks.

Your health can change unexpectedly. If you’re in the program and find that you become unwell, the team can then step in to assist you at that time.

Does this program cost me anything?

For eligible participants, the program itself is free to participate in.

However, if there are costs involved for any of the services recommended, such as a dietitian appointment, physiotherapy appointment or other services that benefit you, your care coordinator will discuss your options with you. We will not enrol you into any program or for any additional services if you do not agree to it.

Depending on your level and types of private health insurance cover, some of these services may be claimed from your provider. We recommend you contact your health fund if services are suggested to you and find out your eligibility.

How is my privacy protected?

We are committed to protecting your privacy as part of your participation in the CarePoint program. We will handle your personal information in accordance with all applicable Commonwealth and state legislation, which governs the use collection, disclosure, storage, access and disposal of personal information.

For detailed information about how we deal with your personal information, you can read our privacy policy at