Eat Well Health helps Support at Home providers deliver nutrition support

How we work with providers

Eat Well Health can support providers across a range of operating models, including fully managed and self-managed approaches.Use the links below to learn how Eat Well Health works in practice and how it may fit within your organisation.

OVERVIEW

What Eat Well Health is and why it exists

Supporting nutrition under Support at Home

Eat Well Health supports Support at Home providers to help eligible clients access funded nutrition support in a way that is clinically appropriate, compliant, and easy to deliver within existing care models.

Good nutrition plays a critical role in helping older Australians maintain strength, independence and quality of life. However, accessing appropriate nutrition support has traditionally been complex — often requiring referrals, appointments, coordination with clinicians, and identifying suitable suppliers.

As a result, many clients who could benefit from nutrition support experience delays or miss out altogether.

Eat Well Health was designed to remove this friction.

What Eat Well Health provides in practice

In practice, Eat Well Health supports eligible clients to receive clinically formulated nutrition support shakes designed specifically for older Australians.

These nutrition support shakes are used when appetite is poor, meals are missed, or additional nutrition is clinically appropriate. They may be supplied on an ongoing basis where required, as part of a client’s broader care plan.

Eat Well Health makes access to this nutrition easier for both clients and providers by handling:

• Dietitian review and recommendations
• Supporting documentation for funding and compliance
• Coordination and delivery of nutrition support
• Ongoing supply where appropriate

How this supports providers

Eat Well Health is designed to support providers without adding operational burden.

For provider teams, this means:

• A clear, clinically appropriate pathway to support client nutrition
• Reduced administration compared to traditional referral pathways
• Flexibility to fit within different provider operating models
• Documentation to support funding and audit requirements

Providers remain in control of their own care planning and governance processes.

Designed to fit different operating models

Support at Home providers operate in different ways. Eat Well Health is designed to fit within these differences, rather than require changes to existing systems.

We support:

• Fully managed provider models
• Self-managed client models
• Organisations operating a mix of both

Across all models, the outcome for clients is the same — access to clinically appropriate nutrition support shakes, supplied in a way that aligns with provider workflows.

Who this is for

Eat Well Health may be appropriate for Support at Home clients where:

• Appetite is reduced
• Meals are missed or intake is inconsistent
• Weight loss, frailty or reduced strength are concerns
• Additional nutrition support has been clinically recommended

How It Works

What happens in practice for clients and providers

How Eat Well Health works in practice

Eat Well Health provides a simple, dietitian-reviewed pathway that helps eligible Support at Home clients access clinically appropriate nutrition support shakes, without adding complexity for provider teams.

The process is designed to fit within existing care models and to remove the traditional barriers that often delay or prevent access to nutrition support.

Step 2: Nutrition screening or existing recommendation

Eat Well Health supports two simple pathways:

• Nutrition screening can also support efficient care planning and ongoing monitoring over time.
• Learn more about Nutrition Screening & Monitoring.

Step 3: Dietitian support (risk-based and flexible)

Eat Well Health uses a risk-based approach to dietitian involvement, so clients get the right level of clinical input without adding pressure to your team.

What provider teams are not required to do

Eat Well Health is designed to reduce burden, not add to it.
Provider teams are not required to:

• make clinical nutrition decisions
• source or manage nutrition products
• coordinate delivery logistics
• train all staff on a new system

A consistent outcome for clients

Across all operating models, the outcome for clients is the same:
Access to clinically appropriate nutrition support shakes, supplied in a way that is simple, compliant and sustainable.

Nutrition support shakes for older clients

At the centre of the Eat Well Health model is a small range of clinically formulated nutrition support shakes designed specifically for older Australians. These products are used when a client’s nutritional needs cannot be met through meals alone — for example when appetite is reduced, meals are missed, or intake is inconsistent. They are intended to complement meals, not replace them in routine use, and are supplied following dietitian or GP recommendation. For eligible clients, nutrition support shakes can be accessed with 100% subsidy through their Support at Home plan, as part of a documented, dietitian-led clinical service.

The role of nutrition support alongside meals

Most providers are familiar with meal services under Support at Home. Meals remain an important foundation of nutrition support. Nutrition support shakes sit alongside meals as the next step in the nutrition equation when food alone is not enough.

In practice:

• meals support day-to-day intake
• nutrition support shakes provide concentrated energy, protein and micronutrients
• both can be used together as part of a broader care plan

Nutrition support shakes are used as a clinical nutrition intervention, particularly for clients at risk of malnutrition, frailty or functional decline.

Eat Well Health nutrition support products

Eat Well Health supplies two core formulated nutrition support products for older clients living at home. Product selection is guided by clinical assessment and individual need.

Both products:

• are classified as Foods for Special Medical Purposes (FSMP)
• are designed for the nutritional needs of older adults
• provide a reliable source of energy, protein and essential nutrients
• are fully compliant with Support at Home nutrition and claiming guidelines when supplied as part of a documented dietitian-led service

Eat Well Health coordinates dietitian review, documentation and supply, making it easier for providers to support this intervention without adding operational complexity.

Complete Nutrition – Pharma

Complete Nutrition is a formulated meal replacement (FSMP) designed for clients who require broad nutritional support where overall intake is inadequate.

It is commonly used where:

• appetite is reduced or meals are missed
• portion sizes are small
• weight maintenance or gradual weight regain is required
• a nutritionally complete option is clinically appropriate

Complete Nutrition:

• provides a minimum of one-third of daily energy, protein, vitamin and mineral requirements per serve
• delivers balanced macronutrients and essential micronutrients
• is suitable for regular use where clinically indicated
• is easy to consume and well tolerated by older adults

Protein Plus for Seniors – Pharma

Protein Plus for Seniors is a high-protein formulated nutrition product (FSMP) designed for older adults with increased protein requirements, particularly where maintaining muscle mass and functional capacity is a priority.

It is commonly used where:

• protein intake is insufficient
• there is concern about muscle loss, frailty or reduced strength
• mobility, function or recovery are key goals
• higher protein density is needed without increasing volume

Protein Plus for Seniors:

• provides a concentrated source of high-quality protein per serve
• contributes a substantial proportion of daily protein requirements for older adults
• is suitable for ongoing use where clinically indicated
• supports strength, mobility and functional outcomes

Dietitian support options for providers

Support at Home providers operate with different clinical models. Some employ dietitians directly, others rely on external clinicians, and many have limited dietitian capacity available to support ongoing monitoring.

Eat Well Health is designed to work across all models, giving providers flexible ways to ensure clients can access clinically appropriate nutrition support, with documentation that supports quality and compliance expectations.

Nutrition Screening & Monitoring

Nutrition risk is common in older clients living at home and often develops gradually. The challenge for providers is scale — it’s not realistic to arrange dietitian consultations for every client, but it is realistic to screen every client so nutrition risk doesn’t get missed.

Eat Well Health provides a simple online nutrition screen (based on the clinically supported MNA-SF framework) that establishes a baseline and helps identify which clients may need additional support.

Two simple pathways

Nutrition screening
(when no recommendation exists)

If the client does not already have a GP or dietitian recommendation, the client (or a family member / carer) completes a short online nutrition screen (typically under five minutes). The result provides an initial screening classification and clear next-step guidance.

Upload an existing recommendation
(no screening required)

If a GP or dietitian recommendation already exists, no additional screening is required — it can simply be uploaded and used instead. This avoids unnecessary duplication and delays.

What providers receive

The screening process supports care planning and monitoring by providing:

• an initial nutrition baseline for onboarding and routine reviews
• a screening classification (e.g. well nourished / at risk / malnourished)
• clear guidance on whether dietitian follow-up is recommended
• documentation that supports provider record-keeping and audit requirements

Screening is a first step — it is not a substitute for an individual dietitian assessment where this is clinically required.

How providers use it in practice

Providers typically use screening:

• at onboarding (baseline for the care plan)
• during routine reviews
• when carers notice changes (appetite decline, weight loss, reduced intake, post-hospital)

This allows providers to screen broadly and focus dietitian time and follow-up support where it is most needed.

Learn more about Nutrition Screening & Monitoring

Operating Models

How we fit different provider structures

Designed to fit different provider operating models

Support at Home providers operate in different ways. Some manage services closely, others support a higher proportion of self-managed clients, and many operate a mix of both.

Eat Well Health is designed to fit within these differences — rather than require changes to existing systems or workflows.

Across all operating models, the outcome for clients is the same:
access to clinically appropriate nutrition support shakes, supplied in a compliant and sustainable way.

Fully managed provider models

In fully managed models, providers retain closer oversight of services and payments.
Eat Well Health can support this approach by:

• providing dietitian-reviewed recommendations
• supplying supporting documentation for funding and compliance
• issuing compliant invoices aligned to provider requirements
• offering portal access to authorised staff where required

Providers remain in control of approvals, governance and internal processes.

Self-managed provider models

In self-managed models, clients manage their own packages and providers intentionally operate with a lighter touch.
Eat Well Health can support this approach by:

• enabling clients to complete nutrition screening or use existing recommendations
• supplying dietitian-reviewed documentation to support funding
• issuing compliant invoices directly to the nominated provider email address
• requiring no routine approvals or portal access for most staff

This allows providers to support client nutrition without increasing administrative workload.

Mixed operating models

Many providers support a combination of fully managed and self-managed clients.
Eat Well Health can support both models within the same organisation, allowing:

• different workflows for different client types
• portal access for authorised staff only
• consistent documentation and reporting across models

This flexibility supports scale without forcing uniform processes.

Key principles across all models

Regardless of operating model, Eat Well Health is designed to:

• minimise disruption to provider workflows
• reduce administrative burden for staff
• support clinical governance and compliance
• make nutrition support easier for clients to access

Providers choose how Eat Well Health fits within their organisation.

What does not change

Across all operating models:

• clinical decisions remain with dietitians and GPs
• providers are not required to source nutrition products
• carers do not need to manage orders or deliveries
• the client receives the same nutrition support outcome

Funding & Compliance

Claiming, documentation and audit support

Supporting nutrition under Support at Home

Where clinically appropriate, nutrition support provided through Eat Well Health is supplied in a way that aligns with Support at Home funding requirements, with supporting documentation to assist providers in meeting their governance and compliance obligations.

Eat Well Health is designed to make it easier for providers to support access to nutrition intervention for eligible clients, without increasing administrative or compliance risk.

How nutrition support is funded

Nutrition support supplied through Eat Well Health is claimed under Clinical Supports – Nutrition & Dietetics, where eligibility criteria are met.

This funding supports dietitian-led nutrition intervention, including the provision of clinically formulated nutrition support shakes supplied to eligible clients as part of their care plan.

Where eligible:

• no client co-contribution is required
• funding is aligned to clinical need
• documentation supports the claim

Clinical oversight and documentation

Eat Well Health provides:

• dietitian-reviewed recommendations
• supporting clinical documentation
• records to support provider claiming and audits

Clinical decisions are made by dietitians (or supported by GP recommendations where provided). Providers are not required to make clinical determinations regarding nutrition support.

Supporting provider governance

Documentation supplied by Eat Well Health is designed to support:

• internal reviews
• external audits
• quality and compliance processes

Providers retain responsibility for their own governance frameworks, approval processes and record-keeping systems.Eat Well Health’s role is to support, not replace, provider governance.

Invoicing and payment

Invoicing is structured to align with different provider operating models. Depending on how a provider operates:

• invoices may be issued for review and payment
• documentation may be supplied alongside invoices
• invoices may be directed to a nominated provider email address

This flexibility allows providers to manage payments in line with their existing systems.

Audit readiness

Eat Well Health supports audit readiness by:

• maintaining records of dietitian review
• retaining supporting documentation
• providing access to historical records where required

This assists providers in demonstrating that nutrition support has been supplied appropriately and in line with funding requirements.

Supporting resources

Eat Well Health Claiming Guide

The Eat Well Health Claiming Guide provides additional detail on how dietitian-supported nutrition intervention is claimed under Clinical Supports – Nutrition & Dietetics, including documentation and invoicing considerations for Support at Home providers.

Important clarification

Eat Well Health does not:

• provide general dietary advice without clinical oversight
• replace a provider’s governance or approval processes
• require providers to change existing systems

The service is designed to complement provider operations while reducing friction for clients.

Training & Resources

Enablement for provider teams

Supporting provider teams to understand and use Eat Well HealtH

These training resources are designed to help Support at Home provider teams understand how Eat Well Health supports client nutrition in practice.

Not all providers give every staff member access to the Eat Well Health portal. For this reason, resources are grouped to support general understanding and authorised system use, depending on role.

Understanding Eat Well Health

(No portal access required)

These short videos and resources are suitable for carers, care coordinators, team leaders and managers who want to understand how Eat Well Health works and how it fits within Support at Home delivery.

They focus on process and context, rather than system navigation.

Topics include:

• How Eat Well Health supports nutrition under Support at Home
• The role of nutrition support shakes in client care
• Nutrition Screening & Referral: From Check to Recommendation to Supply
• Using Eat Well Health in self-managed and fully managed provider models
• What carers need to know (and what they don’t need to do)

These resources are intended to support internal understanding and confidence and can be shared across provider teams.

Portal training

(Authorised users only)

These resources are intended for provider staff who have been given access to the Eat Well Health portal as part of their role.

They provide practical, task-based guidance on system use.

Topics include:

• Assisting Clients to take a Nutrition Screening Assessment
• Assisting Clients to Register and Order
• Accessing client records and documentation
• Uploading a GP or dietitian recommendation
• Managing orders and invoices
• Accessing reports for compliance and audit purposes

Portal access is typically limited to authorised staff only, in line with provider governance and operating models.

Who this conversation is for

These conversations are commonly initiated by:

• care coordinators or team leaders
• service managers
• clinical or quality leads
• operations or finance managers

If you’re unsure whether Eat Well Health is relevant for your organisation, this is a good place to start.

What happens next (if appropriate)

If Eat Well Health appears to be a good fit:

• we can outline a suitable operating model
• discuss next steps at your pace
• provide supporting information if needed

If it’s not the right fit, that’s okay too.

Book a conversation

Schedule a call about funded nutrition support

A short, no-obligation conversation about how Eat Well Health supports eligible Support at Home clients to access clinically appropriate nutrition support shakes, without adding operational burden for providers.

If you’d prefer to reach out by email, you’re welcome to contact us and we’ll respond at a time that suits you. Email: providers@eatwellhealth.com.au

Quick Call with Support For a quick call with support call us on 08 6119 3698