For about a month, Jenny Penno was distressed about arranging additional care at home for her parents.

The 60-year-old’s parents had been living independently in Kennington, with fortnightly assistance from the City of Greater Bendigo, until January. 

Then Mrs Penno’s father fell and smashed his leg. 

It was the start of a period of ill health, during which Mrs Penno’s father was in and out of hospitals and aged care services.

The Strathfieldsaye resident said her mother, who had suffered a stroke 40 years earlier, found living at home without her father challenging.

But it was when her father came home that Mrs Penno said her family suffered the most stress.

It was clear that both her parents needed more assistance to live independently. 

The trouble was, who to ask?

A lack of information about recent reforms has seen many people turn to Council of the Ageing Victoria peer educator Ruth Hosking for answers.

The Bendigo-based advocate has penned a six-page submission to Minister for Aged Care, Ken Wyatt, outlining her concerns.

The federal government appealed for feedback to inform additional reforms. 

Before making further changes to the care at home program, Mrs Hosking called for an urgent review of those that were recently introduced. 

“The present system is not easily accessible, not easy to navigate… red tape and unnecessary regulations could be reduced,” she wrote. 

She said it was common for consumers to say navigating the system was a “confusing, complex, horrible experience”.

Mrs Hosking suggested the government establish an aged care services information hub in regional centres, so consumers could have a conversation with aged care nurses about their needs, planning for their twilight years, and get help to register with My Aged Care. 

To access care at home, people have to register with My Aged Care either by using a website or by calling the 1800 200 422 hotline.

“This requirement is causing both applicant and family much stress, frustration...” Mrs Hosking said. 

That was the case for Mrs Penno, who sought Mrs Hosking’s advice at the height of her family’s difficulties.

“The problem is, I’ve found, that no-one tells you the whole story,” Mrs Penno said. 

Prior to her discussion with Mrs Hosking, Mrs Penno said she was unclear about the process she ought to be following and the distinctions between specific programs.

To this day, she has no idea of what’s become of the My Aged Care registration she helped her mother lodge, seeking an assessment for services. 

Mrs Penno believes the hospital completed her father’s registration.

“What’s required is the central place to go to,” she said.

Both her parents are now in aged care.

Though she appreciated the reforms were intended to make services more accessible, she said they had created technological obstacles for people at their most vulnerable.

Mrs Penno was doubtful her parents would have been able to register themselves with My Aged Care without help.

“Many people 65 years and over are computer illiterate and may not even have a computer, or have reduce hearing and find telephone interviews unsatisfactory,” Mrs Hosking said.

Future reforms are intended to create an integrated ‘care at home’ program.

The government consultation process ends on August 21 – about the same time Aged Care Sector Committee chair David Tune is due to present the findings of an aged care legislated review.

Submissions to the future reforms consultation must be lodged online.

The government this week launched a new website containing information and data on aged care in Australia, called GEN.