Consumer Spending (Done For You Package)


Providers tell us that managing consumer expectations and being confident of the inclusions/exclusions is a cause of frustration and confusion.

The program guidelines are necessarily flexible around spending for items that contribute to the care and wellbeing of the consumer. However, determining exactly what contributes to care and wellbeing can be tricky and providers and consumers may not have a shared understanding. This can result in complaints, dissatisfaction, and even consumers provider shopping.

This Done-for-You Package will bring clarity and certainty to managing consumer spending requests and knowing how to ensure any inclusions/exclusions are within the program guidelines. Perhaps more importantly, the Package includes strategies and techniques for communicating with consumers regarding inclusions/exclusions to ensure a shared understanding.


This package includes the following resources:

  • Consumer Spending checklist
  • Customisable Handbook on HCP Consumer Purchases