Objective: The study aimed to explore consumers' experiences of receiving a home care package (HCP).
Methods: Community engagement was used to recruit older people approved for a HCP. Data were collected through face-to-face interviews, and data analysis identified themes.
Results: Effective consumer-directed care depends on access to reliable information. Participants who reported satisfactory experiences had: (a) providers that charged reasonable fees; (b) case managers who delivered person-centred care; (c) support workers who were consistently assigned to them; (d) a family member for support and advocacy; and (5) ongoing community engagement.
Conclusion: Consumer experience requires tighter regulation of providers and policy attention to fees and minimal standards of staff training. The policy of full cost recovery restricts consumers' access to local government services.
Keywords: consumer-directed care; home care packages; patient-centred care; qualitative research; social isolation.
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