General Information
What type of services do you offer?
We offer a wide range of aged care services that help elderly individuals live comfortably and independently in their own homes for as long as possible. Our services include personal care, housekeeping, transportation, live-in care, gardening, respite care, home maintenance, physical exercise, mobility assistance, daily living support, companionship, social support, dementia care, palliative care, and more.
How can I contact your agency?
You can easily contact us by phone, email, or message through the Contact Us section of our website.
What areas do you serve?
We currently provide aged care services across Greater Western Sydney, including Jamisontown, Kingswood, Parramatta, Blacktown, Penrith, the Hills District, Hawkesbury, and surrounding suburbs.
What are our office hours?
Our office is open Monday to Friday from 8:30 AM to 5:00 PM, while our care managers remain available by phone 24/7 for ongoing support.
Eligibility and Assessment
Who is eligible for your services?
We provide services to Homecare Package holders, NDIS and Private clients.
How do I request an assessment for services?
Our care managers are available to guide you through the process whether you are a Home Care Package recipient or NDIS client or require private service.
What does the assessment process involve?
For home care packages and NDIS support services:
We will need your letter of approval from the Aged Care/NDIS departments. We will also need the assigned letter and referral code to start the services.
For private clients:
We will go over a few questionnaires for assessment.
Costs and Payment
How much do your services cost?
Our price log is available on the My Aged Care website. Also, please send us your queries or contact us directly for the updated hourly rates and charges.
Do you accept insurance or government assistance?
Yes, we provide services required by clients for various reasons, like workers’ compensation, insurance, private services, government-funded home care packages, and NDIS.
Are there any out-of-pocket expenses?
Yes, the income-tested fee is one of such costs that may be payable by government-funded clients if the package states so. However, it is not charged to all clients. There may be some services that require client contributions from 1st July 2025. For individual circumstances, please contact our friendly care managers.
What payment options are available?
We accept bank transfers.
Care Providers
How are your care providers selected and trained?
Our care providers are meticulously selected based on specific criteria, and we ensure they have current documentation and are experienced in their respective services.
Can I choose my own caregiver?
We try our best to match a suitable caregiver as per your preference. If you have someone who is currently looking after you, we can hire them to continue the service, provided they meet our recruitment criteria.
What should I do if I have concerns about my caregiver?
Please notify the current care manager looking after you as soon as possible. Reaching us through call is the easiest and fastest means.
Services and Support
Do you provide medical or nursing care?
Yes, we have qualified RNs (Registered Nurses) who can provide any medical or clinical services as required by clients.
How do you handle emergencies or urgent care needs?
All our staff are trained in BLS (Basic Life Support) and CPR (Cardiopulmonary Resuscitation). In case of an emergency, they are instructed to immediately contact the care managers and call the ambulance or police as required.
Can you assist with transportation needs?
Yes, we provide transportation services like doctor’s appointments, grocery shopping, visits to the chemist, and recreation clubs or activities. Our care staff have current driving licences and comprehensive insurance in their vehicle.
Communication and Scheduling
How can I schedule or modify service hours?
Your care managers are your first point of contact for any communication and scheduling issues.
How will I be updated on my care plan?
All clients are reviewed annually, and their care plans are updated accordingly. However, in the event of any acute changes, the RN will assess the situation and notify the client or next of kin (NOK) via phone and email.
What happens if a caregiver is unavailable or sick?
We have a large pool of carers to fill any vacant positions. We also try to introduce at least two staff per client for familiarity to both staff and client in case of any emergency or vacant shifts.
How can I provide feedback or suggestions?
You can share feedback openly or anonymously using our feedback/complaints form on the website. You can enter your name and surname as A and B to remain anonymous.
