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Associated Provider Guide

No approval = no service = no payment.

A quick-start guide to how Associated Providers (APs) work with Nyven Care — from a client's My Aged Care assessment through to an authorised, invoiced service.

The workflow

Six steps, every time.

1 · Client

My Aged Care assessment

Client is assessed and receives a plan and budget.

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2 · Nyven

Accept client

Plan and budget accepted by Nyven Care.

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3 · AP

Onboarding

Agreement and compliance checks completed.

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4 · Nyven

Authorise

Service and rate authorised in writing.

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5 · AP

Deliver

Service delivered, with a service note completed.

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6 · Nyven

Validate

Claim, contribution and statement validated.

An AP invoices Nyven Care only after an authorised service has actually been delivered and evidenced.

Before every service — 5 checks

  • On the current Support at Home / AT-HM list
  • Approved for this client
  • In the Nyven care plan & budget
  • Nyven has authorised the AP and the final price
  • A suitable, screened and competent worker is assigned

Any no, or any unsure — stop and ask Nyven.

At a glance

When to go, when to check, when to stop.

🟢 GO

  • Nyven has authorised the service and rate
  • Worker is compliant and competent
  • Deliver, document, and invoice Nyven

🟡 ASK NYVEN FIRST

  • Extra or new hours, or a new service
  • Travel, loading or cancellation charge
  • Worker change, hospital stay, or an AT/HM request

🔴 STOP & ESCALATE

  • A fall or serious deterioration
  • Abuse, neglect, or a safety concern
  • Emergency — make safe, call 000 if needed, then tell Nyven
Scope

What can Associated Providers deliver?

Clinical Supports

Nursing & Allied Health

  • Nursing
  • Allied health
  • Prescribed nutrition
Independence

Personal & Therapeutic Support

  • Personal care
  • Social support
  • Respite
  • Transport
  • Therapeutic services
  • Assistive technology & home modifications (AT-HM)
Everyday Living

Home & Household Support

  • Cleaning
  • Laundry
  • Shopping assistance
  • Gardening & home maintenance
  • Meal preparation & delivery
Ground rules

What to do — and what never to do.

Always tell Nyven when

  • Client is admitted to hospital or respite, away, or wants service paused
  • Client asks for more hours, a new service, equipment, or a different worker
  • There's a complaint, fall, decline, medication concern, swallowing issue, or unsafe home
  • Family asks to change service but authority is unclear
  • Any important instruction or incident needs formal recording — not only WhatsApp, WeChat or SMS

Never

  • Start a service just because the client verbally asks
  • Change hours or service without Nyven's sign-off
  • Promise funding, or buy AT / start HM works before approval
  • Send an unapproved replacement or subcontractor
  • Add unapproved travel, loading or cancellation fees
  • Invoice without service evidence

Client contribution — the AP does not manage it

  • AP delivers the authorised service and invoices Nyven at the agreed AP rate.
  • Do not calculate, waive, negotiate or collect a client contribution unless Nyven expressly authorises it.
  • Do not ask the client to pay the gap between the AP price and their funding.
  • Refer contribution, funding balance or hardship questions to Nyven.
Golden rule: When unsure, do not promise the client, do not spend the client's funding, and do not provide the extra or new service — contact Nyven Care first.

This page summarises the Associated Provider Quick Guide. Onboarded providers receive the full guide and agreement directly from Nyven Care.

Ready to join?

Become an Associated Provider.

Tell us about your services, qualifications and availability, and we'll be in touch about onboarding.

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