In home care, no two shifts are ever quite the same. Rosters and care plans provide structure, but clients’ needs can shift daily, sometimes leading to unexpected requests, such as asking a support worker to finish early.
On the surface, it seems straightforward: if the work is done and the client is satisfied, the shift ends. However, this seemingly small decision unravels a complex web of issues involving pay, compliance, fairness, and the quality of care.
A patchwork of policies
The Australian home care sector, which employs over 250,000 workers and supports more than 1.2 million clients under the National Disability Insurance Scheme (NDIS) and Home Care Packages (HCP) programs, lacks a consistent approach to handling early finishes.
Some providers mandate that workers stay for the full scheduled shift, regardless of the client’s wishes. Others require staff to seek office approval or document the client’s request meticulously. In certain organisations, workers are encouraged to fill surplus time with small tasks, such as tidying, checking appliances, or offering companionship.
This inconsistency creates uncertainty. For workers, it means navigating a delicate balance between respecting and complying with company policy, respecting client autonomy, and protecting themselves from potential complaints.
A 2023 survey by the Australian Nursing and Midwifery Federation found that 62% of aged care workers reported feeling pressured to adhere to strict schedules despite client-driven changes, highlighting the lack of clear guidance.
For clients, the lack of clarity can lead to confusion or frustration when they are billed for services they feel they didn’t fully receive.
The fairness dilemma
The financial implications of early finishes are particularly troubling. Many providers bill clients for the full scheduled time, even if the worker leaves early at the client’s request.
Yet, workers are not always guaranteed pay for the full shift. A 2022 report by the Fair Work Ombudsman revealed that 15% of aged care workers experienced underpayment issues, including unpaid hours due to shift adjustments. This creates a stark imbalance: clients pay for unprovided services, while workers lose income for time they were committed to work.
This disconnect erodes trust in an industry already grappling with challenges. With the home care sector facing a projected workforce shortage of 100,000 workers by 2030 due to high turnover and low wages, according to the Australian Government’s 2024 Aged Care Workforce Strategy, such practices exacerbate worker dissatisfaction and contribute to staffing crises.
Clients, meanwhile, may feel short-changed, which undermines confidence in the system.
More than tasks
Home care extends beyond completing domestic tasks. Social connection, such as sharing a cup of tea, offering companionship during a meal, or simply being present, is often the cornerstone of quality care.
Studies show that social isolation affects over 40% of older Australians, and home care visits play a critical role in addressing this, according to the Australian Institute of Health and Welfare (2023). When shifts are cut short, these vital interactions are often sacrificed.
However, workers face pressure to “justify” their hours, which can lead to awkward situations. Some may feel compelled to perform unnecessary tasks or wait out the clock in their car to avoid pay deductions. Neither scenario benefits clients nor enhances care quality. Instead, it risks creating resentment and diminishing the human element of care.
A Systemic issue
The issue of early finishes highlights deeper systemic tensions in home care: balancing client choice with worker rights and aligning billing practices with fair pay.
Without clear policies, frontline workers are left to make judgment calls, exposing them to potential complaints or pay disputes. A 2024 study by the University of Melbourne found that 48% of home care workers reported inconsistent employer policies on shift adjustments, leading to stress and job insecurity.
Clients, too, face challenges. Those under the NDIS or HCP programs often have limited budgets, with average hourly rates for home care ranging from $50 to $70. Being charged for unutilised time can strain their funds and erode trust in providers.
This lack of transparency risks damaging the sector’s reputation at a time when public scrutiny of aged care and disability services is already intense, as evidenced by ongoing discussions in the 2024 Royal Commission into Aged Care.
Towards consistency and transparency
Addressing this issue requires sector-wide reform. Clear, consistent policies are essential to balance flexibility for clients with protections for workers. Three key steps could drive change:
A small question with big implications
With Australia’s ageing population projected to reach 6.7 million people over 65 by 2040, according to the Australian Bureau of Statistics, the demand for home care will only grow, making these issues more pressing.
Building a fairer, more transparent system is essential for fostering trust among workers, clients, and providers. Quality care depends not only on what happens inside the client’s home but also on the policies and systems that support both the giver and receiver of care.
