Step 8.4

What you can expect from a Service Provider

Service Providers

Service Providers are responsible for protecting the health, safety and well being of consumers.

Service Providers have a duty of care, which is an obligation to exercise reasonable care in the conduct of an activity.

Jill Donaldson

agedcare101 Physiotherapist

If they breach that duty of care and cause damage or loss to another person then this can lead to a claim for damages.  It helps to remember that duty of care is a balancing act. 

Service Providers should understand your identity and your preferences and reasons for seeking assistance.  They should identify your support networks. 


Service Providers should explore the person’s goals. They should create options to support health and wellbeing while maintaining roles and independence.  They should respect the person’s autonomy and self-determination to make choices for themselves and allow calculated risks.

They should work through options and choices and outline the potential consequences. They should work with people’s choices and think about how their request can be fulfilled safely.  

If there are disagreements, Service Providers should work through the processes that lead to agreement.  If this is not possible then the person should be made aware of the complaints process and their rights to access the National Aged Care Advocacy Line and the Aged Care Complaints Services.

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A special thanks to our contributors

Jill Donaldson


Jill has been practicing as a clinical physiotherapist for 30 years. For the last 13 years she has worked solely in the Aged Care sector in more than 50 metropolitan and regional facilities. Jill has also toured care facilities in the US and Africa and is a passionate advocate for both the residents in aged care and the staff who care for them. She researches and writes for DCM Media.

Chris Baynes

DCM Media, agedcare101

Chris has been a journalist and publisher in the retirement village and aged care sectors for 11 years. He has visited over 250 retirement villages and 50 aged care facilities both within Australia and internationally. Chris is a regular speaker at industry conferences plus is a frequent radio commentator.

Annie Donaldson

Nurse and Carer

Annie has a long career in both nursing and the media. She has planned and co-ordinated the medical support from both international TV productions and major stadium events. In recent years she has been a primary family carer plus involved in structured carer support.