FAQ

Subscribe to our Newsletter

Subscribe to receive My Care Community – a seasonal newsletter that keeps you informed about the latest news, innovations and tips in home care.

What are the costs?

While our fee structure is very simple, the costs for care can vary depending on factors such as the services you require, the frequency of those services and whether or not you have a government-funded Home Care Package. We recommend requesting a complimentary care consultation with a Client Care Coordinator, during which we can better understand your care needs and recommend a care plan. The Client Care Coordinator can then take you through the fee structure.

What is a Client Care Manager and why do I need one?

Our Client Care Managers are healthcare professionals (normally nurses, social workers, or allied health professionals) that are assigned to every client when they first engage the services of My Care Solution.

Client Care Managers become the central point of contact for their clients’ care needs and are available around the clock to assist our clients. They partner with their clients and their clients’ families to:

  • Help them navigate the maze of aged care services
  • Provide professional and informed aged care advice
  • Develop a detailed care plan
  • Hand-pick care teams to suit their clients’ needs and interests
  • Oversee the delivery of their clients’ services

We believe having a dedicated Client Care Manager who understands our clients, their needs and their preferences, enables the delivery of better care rather than a one-size-fits-all approach.

How do you ensure that your care staff are of the highest quality?

Becoming a staff member of the My Care Solution team isn’t easy. We carefully select and directly employ care staff who match our culture, are trained professionally and have a demonstrated history of providing exceptional care to older people.

Our rigorous screening process includes a telephone interview, a face-to-face interview, a national background check, a certification check, 2 personal reference checks and 2 professional reference checks. Our care staff are also required to complete a mandatory in-house training program that spans over the first 12 months of their employment.

We invest heavily in the training and retention of our care teams. Regular opportunities for professional development are provided to keep our staff on top of the latest care techniques and research.

My care needs are urgent. How quickly can you arrange services for me?

Our Client Care Managers, office staff and care teams are available 24/7 because we understand that the need for support doesn’t stop after business hours.

If your care needs are urgent, call us on (08) 8331 9922 (Adelaide) or (08) 8552 9840 (Fleurieu Peninsula) and we can arrange for one of our Client Care Managers to come and meet with you as soon as possible.

After your initial consultation and assessment, your Client Care Manager will liaise with our office staff and care teams to arrange the services that best suit your needs.

We can normally have services in place on the same day.

Are there any services that you don't provide?

You can trust us to have you covered for any service you may need to remain in your own home and in your own community.

If we can’t directly provide a service, your dedicated Client Care Manager will carefully select and engage the services of a like-minded provider and oversee the delivery of that service as if it were our own.

We won’t send just any provider to your home. We have a panel of screened providers that suit our culture and have demonstrated experience in providing quality support to people in their communities.

Am I locked in to a contract if I engage your services?

Absolutely not.

We understand how hard it can be to find a suitable home care provider. We won’t lock you in to a contract, or charge you any hidden fees. We will simply work hard to be the provider that you won’t want to leave.

I have complex care needs but I want to live at home. Can you help me?

We understand that home is where you want to be, and our team is committed to making sure that you can stay in your home no matter what. Here are some of the many ways we can support even the most complex of care needs:

  • 24/7 and overnight care options to support you around-the-clock
  • Specialist nurses to provide assistance and oversight whenever you need it
  • Caregivers with specialist areas such as dementia care and palliative care
  • Dedicated Client Care Manager who is always contactable and at the ready to assist
  • Comprehensive range of home support services available to make home safer, including aids and equipment, home modifications, home maintenance and more

Will I have a new care staff member at every visit?

Absolutely not.

We are big believers in continuity of care. Your dedicated Client Care Manager will hand-select a care team that best suits your needs and interests. You will get to know your care team – it’s not a new face at the door for every visit.

Will I be introduced to my care team?

Absolutely.

Your dedicated Client Care Manager will personally introduce each care team member at the beginning of their very first visit with you. We believe this is a much better way of commencing home care services.

What happens if I don't like a member of my care team?

While your dedicated Client Care Manager will take every step to make sure your care team is compatible with you, we understand that sometimes you just can’t “click” with someone.

If this is the case, you can simply notify your Client Care Manager who will be more than happy to organise an alternative care team member for you.

Do I need a referral from my doctor to start services?

No, you don’t require a referral from your doctor. As a private provider of home care, you can engage our services directly.

Do you cater to clients with culturally and linguistically diverse care needs?

Absolutely.

Every My Care Solution team member is trained in supporting clients with culturally and linguistically diverse care needs. Your dedicated Client Care Manager will ensure that these needs are addressed and respected by the care team that they select on your behalf.

If you need a care team that speaks your language, we will try our best to cater to you.

I can't afford private home care services. Am I eligible for government assistance?

You may be eligible for government assistance to help you stay at home. Simply contact My Aged Care on 1800 200 422 to discuss your needs and arrange an in-home assessment.

At My Care Solution, we understand how difficult this can be. That’s why we provide complimentary consultations to help members of our community navigate the government-funded care process. Call your local My Care Solution office to arrange your complimentary consultation today.

REQUEST INFORMATION KIT

Learn more about your home care options.