How My OT Helped Me Feel Heard

I remember sitting at my kitchen table with pages of information spread out in front of me, feeling completely overwhelmed. 

Everyone kept telling me to contact My Aged Care, but I didn’t know where to start. There were different providers, different services, long wait times, unfamiliar terminology, and more phone numbers than I could keep track of. Every time I thought I had figured something out, I seemed to hit another roadblock. As someone who isn’t particularly confident with technology, online portals and digital systems only added to my frustration. I began to feel lost, confused, and exhausted by the process. 

When my Occupational Therapist (OT) visited, the first thing they did was sit down and listen. 

Not just for a few minutes but really listen. 

I found myself sharing all the frustrations I had been carrying for months. The endless phone calls, being transferred between departments, not understanding who was responsible for what, and feeling embarrassed that I couldn’t keep up with everything that was being asked of me. My OT showed genuine empathy and reassured me that many older people experience the same challenges. For the first time in a long while, I felt heard rather than rushed. 

What surprised me most was that my OT didn’t just focus on the things that fell within their traditional role. They recognised that my biggest challenge wasn’t necessarily my physical health or home environment. It was trying to navigate a complex system. They helped me understand who the different providers were, what services they offered, and where I should direct my questions. They sat with me and showed me which organisations to call. They wrote down phone numbers and even created a simple script, so I knew what to say when I picked up the phone. 

That support gave me confidence. 

Instead of feeling anxious every time I had to contact a service, I had a plan. I understood the process better. I knew who to call and what information they needed. Things that had previously felt overwhelming began to feel manageable. My OT empowered me with information and helped me feel more in control of my own situation. 

Together, we developed an action plan based on my goals and concerns. My OT helped advocate on my behalf, followed up with services, clarified information, and worked behind the scenes to coordinate support. Even when I wasn’t immediately able to access everything I needed, I felt reassured knowing there was someone helping me navigate the journey. 

Most importantly, I no longer felt alone. 

Looking back, what made the biggest difference wasn’t a piece of equipment or a home modification. It was having someone who listened without judgement, helped me understand the system, and supported me to take the next step. My OT couldn’t magically fix every problem, but they helped me feel informed, empowered, and at ease during what had been a very stressful time. 

If you’re feeling overwhelmed by My Aged Care or trying to coordinate multiple providers and services, please know that you’re not alone. The aged care system can be difficult to navigate, and it’s okay to ask for help. An Occupational Therapist may be able to support you to understand your options, connect with appropriate services, advocate for your needs, and develop a practical plan that works for your individual circumstances. 

Sometimes, the most valuable support is simply having someone who helps you make sense of it all.

Disclaimer

This article is a case study inspired by the real-life experiences of Occupational Therapists and multiple older adults navigating the aged care system. While the story is written from a client’s perspective, individual experiences, outcomes, service availability, and levels of support may vary depending on personal circumstances, location, eligibility criteria, funding arrangements, and provider capacity. This article is intended for general information only and should not be considered individual advice.