A new industry poll has revealed widespread uncertainty and operational challenges among aged care providers as the sector prepares for the introduction of the Higher Everyday Living Fee (HELF) framework.
Conducted by Mirus Australia ahead of a scheduled industry webinar later this month, the survey gathered responses from 240 participants representing 137 aged care organisations across Australia. The findings suggest many providers are still in the early stages of planning, with key decisions around pricing models, cost recovery, and operational processes yet to be finalised.
Nearly half of the respondents reported they have not yet implemented a HELF model. Among those who have progressed further, 36 per cent said they are planning tiered or optional packages, while 8 per cent intend to incorporate HELF into room pricing. A further 7 per cent are considering a hybrid approach.
Ben Sturzaker, General Manager of Product at Mirus Australia, said the results highlight how early many organisations are in their preparation.
“Providers are still working through how HELF will operate in practice. The poll shows that while many organisations recognise the importance of the new framework, a significant proportion are still determining the most appropriate model for their residents and their business.”
The survey also exposed ongoing uncertainty around cost recovery. Only 8 per cent of respondents said their current accommodation pricing fully recovers both capital and operating costs. In contrast, 29 per cent said costs are only partially recovered, 14 per cent said they are not recovered at all, and nearly half (49 per cent) remain unsure.
Tyler Fisher, Head of Data and Insights at Mirus Australia, said the findings point to deeper financial complexity within the sector.
“These results suggest many organisations are still developing a clear view of their underlying cost structures. As providers consider HELF pricing models, understanding the relationship between accommodation revenue, operational costs and capital investment will be critical,” he said.
Operational readiness is also emerging as a key challenge. When asked how they plan to manage HELF opt-outs, 31 per cent of respondents said the issue has not yet been addressed, while 16 per cent expect to manage opt-outs on a case-by-case basis. Just over a quarter (26 per cent) reported having standardised procedures in place.
According to Mr Sturzaker, the introduction of HELF will require significant adjustments to day-to-day operations, including admissions, billing and resident communications. Editor: Inside Ageing, in conjunction with Pride Aged Living, recently held a webinar on this topic. Read more and purchase the video download and slide deck.
The poll further identified operational complexity as the sector’s primary concern, cited by 42 per cent of respondents. This was followed by resident experience and satisfaction (25 per cent), margin and revenue impact (16 per cent), and market positioning (7 per cent).
“Providers are balancing multiple considerations – financial sustainability, resident experience, and operational delivery,” Fisher said. “The organisations that develop clear structures early will be best positioned to navigate the transition.”
The findings will be explored in more detail during Mirus Australia’s upcoming webinar on 26 March, where industry leaders are expected to outline practical approaches to HELF implementation, pricing strategy and operational management. Registrations for the session remain open.
The findings will be discussed in more detail during Mirus Australia’s upcoming webinar on Thursday, 26 March. Register: mirusaustralia.com/helf-as-a-competitive-advantage
