FAQ for Care Recipients
What Services do Australian Home Care provide?
Our full range of services is outlined here.
What experience will my support workers have?
All Support Workers complete a comprehensive Induction program which includes:
- Orientation
- Occupational Health and Safety incorporating ‘Back Attack’
- Personal Care training.
Many of the Support Workers employed by AHC hold or are working towards relevant industry qualifications, including:
- Certificate III and IV in Home and Community Care, Aged Care and Disability Work
- First Aid.
Who do I speak with if I have concerns or need to cancel a shift?
Your Service Coordinator is the first point of contact for care recipients. If you do not know the name of your Service Coordinator, please contact your nearest office. Find your nearest office.
How many hours of support can I have?
The number of hours of support you receive is determined by your funding package. In most cases Australian Home Care does not determine the hours of support available to you. If you feel you require more support than you are currently receiving, you can discuss this with your funding body. You can also purchase extra hours of support independently through Australian Home Care. We can provide support 24 hours a day, seven days a week.
Do the Support Workers bring their own equipment and cleaning products for domestic assistance?
It is expected that care recipients will provide the necessary equipment and cleaning products in accordance with Australian Home Care guidelines. Find out more.
What do I do if I am having issues or problems with my Support Worker?
You should contact your Service Coordinator to discuss any issues you may have with your Support Worker. The Service Coordinator can assist in identifying solutions to problems and will refer you to a manager for resolution of complex issues. The Service Coordinator will also help to resolve issues directly between you and the Support Worker.
How will Australian Home Care staff know what my support needs are?
All care recipients have an individual profile and support plan. This plan will be developed in consultation with you, your family where appropriate, and relevant treating health professionals. The profile and support plan details your requirements, and provides the instructions for your Support Worker to work with you safely and effectively.
What if I have a complaint?
Our Complaints and Grievances Policy ensures that feedback from care recipients, family members and case managers is listened to and acted upon. In accordance with Home and Community Care (HACC) Standards, all care recipients and their representatives have the right to have complaints investigated objectively, without fear of retribution. Find out more