A Q&A with Mycare: What families should know when choosing home care

Village Guide spoke with Nicki Raistrick, Chief Executive at Mycare, about its innovative approach to finding quality home care in New Zealand.

Before we dive into Mycare, what are the signs that home care may be needed?

If you're spending time with a family member and notice that they're a bit slower to move around the house or they are not getting out as much as they usually do. They may be getting a bit forgetful or seem lonely. Those are little signals that they could need some help around the house or a companion to take them out when family can’t be there.

It really depends on the individual situation and it’s quite a sensitive topic for families to deal with. Often a parent will not want help, but if they muddle through for too long, that’s when something like a fall happens. Then your options narrow very quickly. It’s about having those conversations early, because it’s far better for them to live safely and comfortably in their own home. Quality care at home can prevent or delay the need to go into residential care.

What is Mycare?

Firstly, Mycare is not an agency, we’re an online platform that connects people needing home support with verified, Ministry of Justice cleared care worker in their local area. Established in 2014, it is used across New Zealand for aged care, disability support, respite and injury recovery. The care workers on Mycare are all independent contractors who have a variety of skills, qualifications and availability. Mycare matches families with care workers that suits their needs and the needs of the person being cared for. The family negotiates times and rates, the worker contracts directly to the family. Mycare looks after the administration and handles all payments.

What kinds of support can families arrange through Mycare?

Support available through Mycare includes personal care, household assistance, meal preparation, companionship, transportation, dementia care, overnight or live-in support, and respite care.

If a search for home care is triggered by a fall or medical event, how do you help families through those times of crisis?

Our customer care representatives are very experienced at supporting families. When a crisis hits and you need someone to come in and provide care quickly, you can be vulnerable to making a rushed decision. But it’s important to take time to find the right person. An agency will match your needs to a care worker, but you won’t be able to choose who you get, and due to scheduling requirements, you may not get the same person every day.

When people contact us for help, we encourage them to take a breath and think through what’s really important to the person who needs care. What are the things that really bring them joy? What might help them stay independent for longer? What are the activities they need to be able to do?

The Mycare system matches families with relevant care workers, but because our team know so many of the workers so well, they can recommend good care workers in your area. Our team can also help with questions to ask care workers to understand if that person is the right fit. We take a real human-centred approach to caring for people during a difficult time.

How easy is it to use Mycare if you’re not very technology savvy?

I would say the majority of people who use the platform are not tech savvy. That's why it's not a pure digital solution. Our customer care representatives provide support and guidance to help people get the most from the service and manage any stressful moments.

How does the Mycare process work?

Families create a job listing for an independent care worker, conduct interviews, and choose the person they think is the best fit. The platform handles communication, booking, scheduling, and payments online. The family can change workers, hours, and support levels as needs evolve. Any issues with care raised to Mycare are acted on promptly, and the family is kept informed throughout. If needed, specified contacts or relevant authorities are contacted as well.

How do you make sure workers are safe and trustworthy?

Care workers on Mycare undergo a criminal background check, identity verification, email and phone verification, visa checks where relevant, and qualifications are also validated. They must be legally eligible to work in New Zealand. Mycare also has a reporting function for families to confidentially report someone of concern to Mycare for review or possible removal.

How do families know the care worker is the right fit?

Families can review profiles, read reviews, and choose the person who feels right for their needs. We also encourage them to interview a range of care workers. If someone needs quite a bit of care, it may make sense to split the care between two care workers, so they’ve got a backup if one person is sick or doesn’t work out.

Does Mycare check references?

Mycare does not do reference checks, but families may want to speak with references as part of the process of determining if a care worker is a good fit for their situation and the person needing care. Mycare has a range of resources available to guide you through the interview process and how to conduct reference checking.

How much does Mycare cost?

The care workers set their own rates and the family negotiates the final arrangement directly with the care worker they choose. Clients pay a 10% platform fee on top of the agreed hourly or per-visit rate. Personal care typically ranges from $30–$40 per hour, home care at $28–$35 per hour, companionship at $28–$30 per hour, and overnight care from $180–$250+ per night.

Can care workers contracted through Mycare be funded by government support?

Government funding for people over 65 years who want home based help to remain independent in their own home must undergo a needs (NASC) assessment to determine what type of support they are eligible for. This funding goes through Te Whatu Ora Health New Zealand and is paid directly to large agencies contracted by the government to deliver that support. A care worker contracted through Mycare to provide home care for an elderly parent would in most cases be paid for privately. However, funding for home care due to an injury is funded by ACC, and in some cases can be used to pay for a care worker contracted through Mycare. If you’re uncertain about funding for your care worker, give us a call and our team will happy to help.

When does the Mycare approach fit best versus an agency or publicly funded provider?

It’s very specific to the needs of the family and the person requiring care. Mycare gives families more control, flexibility, and cost transparency, especially if the person is not eligible for publicly funded support or wants to supplement it, but Mycare requires a bit more time on the part of the family to set up and manage. A conventional home care agency may better suit families who want fully managed care with minimal administration, but agencies have higher overheads so it can cost more. Publicly funded home care coordinated via Te Whatu Ora Health New Zealand provides subsidised or free support but offers less choice and flexibility around what services the person receives and who comes into their home.