Aged Care Guide QLD 2024

When you join an Arcare community, you’ll experience our unique Relationship-First Approach, that is centred around the needs of the resident, and is driven by valuable inputs from the resident, their family and a dedicated group of carers. This commitment to continuity of care fosters great communication, friendships and trust.

Circle of understanding

Each of our residents’ have spent a lifetime developing unique and special charactaristics.

To make them feel right at home, our incredible carers tailor their activities to ensure each resident’s individual needs are catered for, no matter what time of the day it is.

This is all part of our own Relationship-First Approach, that celebrates friendship and trust.

Aged Care Guide

QUEENSLAND 2024, 24TH Edition

Printed May 2024

RRP $44, inc GST

Deputy Editor

COTA message

Transparency of information is one of the many key things COTA Australia has advocated on aged care reforms throughout the years. The Royal Commission into the Quality & Safety of Aged Care highlighted so many issues and revealed shocking stories of the experiences people have had. It set Australia on a path of serious and fundamental reform.

Throughout this Council on the Ageing (COTA) Australia has consistently and forcefully advocated for aged care that is of high quality, transparent and based on aged care services that are delivered in a way that upholds older people’s human rights.

The Royal Commission accepted many of these points and we are now seeing the development of a new rights based Aged Care Act, redesign of the support at home system to help more people remain independent in their own homes – where most people want to stay as they age - new transparent information sources like the Star Rating system, more staffing in aged care facilities and better funding for better care.

The job is not yet done. But COTA Australia remains on the case in aged care reform and in many other areas that impact on your life – like health care and employment. Tackling the impacts of ageism head on. Ensuring that older people have the same rights – including access to good information to make their own decisions – without question.

Finding the right aged care service for yourself, or assisting your loved one, is one of the most important things you will ever have to do. Yet it can be hard to find the information you need to help you make this decision.

This Guide can assist you to find and make the right decision. It is an independent resource to make you aware of options available in your local area. You can order a hard copy to browse through and share with families or friends. Alternatively, you may go online at AgedCareGuide.com.au if that’s your preference where you can filter your searches to just those services in a local area and request a quote from the provider you select.

COTA Australia, as the national peak advocacy body for people over 50 years of age, has partnered with DPS because we both value and focus on the need for you to have good information to make choices. More than that though, AgedCareGuide.com.au gives you the opportunity to leave a review of the services – be they provided in the home, in a nursing home or a retirement village. All of us like to hear from our peers or others in the same situation about what is good, bad or indifferent when making decisions. Your experience and feedback provides more invaluable information for another person in their search and decision making.

I hope you will find this guide useful in your decision making and that you will share your experiences to help others in the same situation. And we will continue the work to make aged care services better and uphold your rights in all of their interactions with you.

Wishing you all the best in finding the service that is right for you.

Patricia Sparrow CEO, COTA Australia

David McManus david.mcmanus@dps.com.au

DPS Publishing Pty Ltd ● 1300 186 688 ● PO Box 1026, Pasadena SA 5042 info@dps.com.au ● AgedCareGuide.com.au ● ABN 53 090 793 730 Advertising Distribution Proudly produced sales@dps.com.au distribution@dps.com.au and printed 1300 186 688 1300 186 688 in Australia

The factual material contained in this publication has been obtained from information supplied by government departments, industry and organisations, by personal interview and by telephone and correspondence. At the time of going to press the publisher believed that all information submitted for publication was accurate and complete. However, the publisher can take no responsibility for inaccuracies or incomplete information that may have been supplied to them in the course of their enquiries detailed above. The facts published indicate the result of those enquiries and no warranty as to their accuracy can be given. The information in this publication is general in nature and does not constitute financial, legal or other professional advice. Readers should consider whether the information is appropriate to their needs and seek professional advice tailored to their personal circumstances. Images within this publication may have been altered from their original format. © Copyright. No part of this publication can be used or reproduced in any format without express permission in writing from The Publisher. ® Aged Care Guide is a registered trademark.

Useful phone numbers and websites

Advocacy

Aged and Disability Advocacy Australia

(ADA Australia)

1800 818 338 adaaustralia.com.au

CarerHelp carerhelp.com.au

Carers Australia

02 6122 9900 carersaustralia.com.au

Carers QLD

1300 747 636 carersqld.com.au

COTA Queensland 07 3316 2999 cotaqld.org.au

Elder Abuse Helpline

1300 651 192 eapu.com.au/helpline

National Seniors

1300 765 050 nationalseniors.com.au

Older Person’s Advocacy Network (OPAN)

1800 700 600 opan.org.au

Seniors Enquiry Line

1300 135 500 seniorsenquiryline.com.au

Cultural

Diversicare (PICAC)

1300 348 377 diversicare.com.au

Ethnic Communities Council of Queensland (ECCQ)

07 3844 9166 eccq.com.au

Federation of Ethnic Communities’ Councils of Australia

02 6282 5755 fecca.org.au

Translating and Interpreting Service

13 14 50 tisnational.gov.au

Government

Aged Care Quality & Safety Commission

1800 951 822 agedcarequality.gov.au

Community Visitors Scheme Qld (Queensland Community Care Network) 07 3062 7426 qccn.org.au

Department of Veterans’ Affairs

1800 838 372 dva.gov.au

My Aged Care

1800 200 422 myagedcare.gov.au

Queensland Government - Home Assist Secure 13 74 68 qld.gov.au/housing/buying-owning home/maintenance-modifications/ maintenance-assistance

Services Australia - Aged Care Line

1800 227 475 servicesaustralia.gov.au/ageing

Services Australia - Carers & Disability 13 27 17 servicesaustralia.gov.au/carers

Government continued

Services Australia - Medicare 13 20 11 servicesaustralia.gov.au/medicare

Services Australia - Older Australians 13 23 00 servicesaustralia.gov.au/ageing

Health

Alzheimer’s Queensland Helpline 1800 639 331 alzheimersonline.org

Arthritis Australia 1800 011 041 arthritisaustralia.com.au

Dementia Australia

1800 100 500 dementia.org.au

Dementia Behaviour Management Advisory

Services (DBMAS)

1800 699 799 dementia.com.au

Dementia Support Australia (DSA) 1800 699 799 dementia.com.au

National Continence Helpline 1800 330 066 continence.org.au

National Dementia Helpline 1800 100 500 dementia.org.au

Seniors Health Card 13 23 00 servicesaustralia.gov.au/ commonwealth-seniors-health-card

Legal

Legal Aid Queensland

1300 651 188 legalaid.qld.gov.au

Office of the Public Advocate (QLD) 07 3738 9513 justice.qld.gov.au/public-advocate Public Trustee (QLD) 1300 360 044 pt.qld.gov.au

Other

Aged Care Guide 1300 186 688 AgedCareGuide.com.au

Carer Gateway 1800 422 737 carergateway.gov.au

LifeTec 1300 543 383 lifetec.org.au

National Relay Service 1800 555 660 nrschat.nrscall.gov.au/nrs/registration NED (National Equipment Database) askned.com.au

Open Arms - Veterans & Families Counselling 1800 011 046 openarms.gov.au

Relationships Australia 1300 364 277 relationships.org.au

Seniors Card (QLD) 13 74 68 qld.gov.au/seniors/ legal-finance-concessions/seniors-card

How to use the Aged Care Guide

How to use the Aged Care Guide

The information featured in this 24th edition of the Aged Care Guide Queensland will inform you of several considerations when choosing accommodation and care options.

The information in this Guide will help you understand aged care, in-home and community care options in Australia.

The Aged Care Guide also includes a comprehensive directory of in-home care services (see pages 97–101); Home Care Package providers (see pages 104–113 for Metro Brisbane, 114–120 for Regional QLD); residential aged care homes (see pages 123–137, 138–147) and facilities or services specific to your cultural background (see pages 149–150 for homes, 151–153 for HCPs).

How do I find what I’m looking for?

There are a number of ways you can use the Aged Care Guide in order to find aged care homes, Home Care Packages, products or services.

The index on page 184 can help you to find the main information topics in the book and can direct you to the different directory tables for aged care homes, in-home care options or products/services in the back of the Guide.

Each council district (also known as a local government area or LGA) on the referenced page includes a list of suburbs with homes or villages in each suburb listed in alphabetical order.

Locality search: If you know the council district, suburb or town, then use the cross-reference index on page 94. Each of these lists are in alphabetical order and you can then refer to the page referenced.

Cultural search: If you are of non-English speaking background or prefer to find a home or service specific to your cultural needs, refer to the multicultural listings on pages 149 –153.

Searching for other services . . .

If you are looking for centre-based care, day therapy centres or other products and services, you can find this in the directory section from page 148 onwards.

Visit AgedCareGuide.com.au for a complete list of services available near you

Arundel | Bardon | Boondall | Carina | Carseldine | Corinda | Enoggera | Gympie | Kangaroo Point | Maroochydore | Mitchelton | Southport | Toowoomba | Townsville

Research

WHAT YOU NEED TO KNOW Research overview

Accessing aged care can be complicated and confusing if you have not used support services before or don’t know where to start.

Whether you need support to remain living independently at home or are looking for alternative accommodation, it is important to know what options are available to you. Different types of care include:

Support at home

Different care options that might be available to you include support at home through government-funded programs such as the Commonwealth Home Support Programme (CHSP) or the Home Care Packages (HCP) program.

Home care products and services range from assistance with daily chores and personal care to providing meals, transport assistance, and home maintenance.

STEP 1

‘That’s

Jess. She helps me with cleaning and odd jobs around the house.’

We know it’s important to our aged care clients to have regular and familiar support workers. And that’s why we will provide a team you know you can rely on. Home care packages – Care for you, designed by you.

Basic assistance is offered through the CHSP but if your needs exceed the level of support offered though this program, then a level 1– 4 Home Care Package can offer higher intensity support to help you stay at home.

Private providers can also deliver a range of home support services. They are not government funded and you will need to pay for services out of your own pocket.

Short-term care

There are a few different support options available if you only need support for a short period of time. These options include respite care, which can be delivered in the community or in a residential care home, offering the opportunity for both you and your carer to take a short break.

At the end of a hospital stay, the Transition Care Program provides short-term assistance to help improve your independence and confidence.

If you have not been admitted to hospital, the Short-Term Restorative Care program is a flexible option that focuses on regaining wellbeing over a short period of time.

Residential aged care

Moving into residential aged care can ensure quality of life and comfort if you are no longer able to remain living independently at home. Residential aged care facilities, also known as ‘nursing’ or ‘aged care homes,’ provide 24/7 care as well as a range of other support services and recreational activities. The cost of care in most Australian aged care homes is subsidised by the Australian Government.

There are also a number of non-government-funded residential aged care homes, often referred to as ‘supported and assisted living complexes’ and you will need to cover all the cost of accommodation and care delivered.

Retirement living

Retirement villages are not nursing homes. They are clusters of villas, units or apartments and you will need a reasonable level of independence to move into a retirement setting. Retirement options are not funded by the government.

Daily care is generally not included but some providers may offer support services at an additional charge or this can be accessed separately through government-funded home support options.

My Aged Care

Getting started

Before you can access government-subsidised aged care supports, such as in-home care, community supports or moving into a nursing home, you need to register with My Aged Care and be assessed to work out exactly what level of support you need.

My Aged Care

My Aged Care is the agency that looks after every governmentfunded aged care program. The service can help you find information about subsidised aged care options, including the different types of government-funded services available, eligibility for those services and the associated costs.

You, a family member, carer or client representative can register your details with My Aged Care so that you can be assessed to access any government-subsidised services.

When you first call the My Aged Care Contact Centre on 1800 200 422, an operator will register you and ask you a number of questions about your personal circumstances and care needs.

These questions will be quite basic and shouldn’t take too long. All you will need when you call is your Medicare card, as this information is stored with your other details on the My Aged Care database.

Examples of the questions you will be asked are:

Are you currently receiving aged care services?

Are you getting support from a carer or family member?

Can you prepare your own meals and do housework?

Do you need assistance taking a shower or bath and do you need help getting dressed?

Are there any health concerns or did you have a recent fall?

Do you feel lonely or isolated?

Are there any safety risks in the home?

The aim of this screening is to figure out what needs and support you require and whether you are eligible for a further assessment in person.

My Aged Care will assign you an aged care client number and will open a central client record. This record will include the information you have provided, as well as document your assessed needs and any government-funded care services you have been found eligible for.

Aged care assessments

If you are successful in your initial application with My Aged Care, the contact centre operator will refer you for an aged care assessment to determine what level of support you would benefit from the most.

If the operator decides that you are eligible for basic home support through the Commonwealth Home Support Programme (CHSP) you will be assessed by a Regional Assessment Service (RAS).

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An opportunity to embark on a fulfilling journey of care with Roshana Aged Care and Retirement Living.

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• Residential Aged Care

• Palliative Care

• Allied Health

• 24/7 Care Services

• Media & Chapel Rooms

• Hair Salon

• Activity Rooms

Parklands

74 Emerald Park Way, Urangan QLD 4655 parklands.reception@roshana.com.au

(07) 4184 1300

53 Linkwood Dr, Ferny Hills QLD 4055 bellevue@bellevuecare.com.au (07) 3550 5999

Otherwise, if the operator believes you require higher care support, either through a Home Care Package (HCP) or moving into an aged care home, a member of an Aged Care Assessment Team (ACAT) will visit you to assess you.

Regional Assessment Service (RAS)

To access basic government-funded home support under the Commonwealth Home Support Programme (CHSP), you need to be assessed by the Regional Assessment Service (RAS). For more information about CHSP, go to page 22.

The RAS assessment helps to identify your needs for support and any goals for retaining or regaining skills that enable you to continue living independently in the community. It is conducted free of charge and independently from service provision which ensures assessors consider the full range of options when responding to you and your carers’ needs and goals.

Some of these needs may include assistive technology, therapeutic interventions, community care services or other support organisations. RAS assessors liaise with other service providers, GPs/specialists and community support networks to make sure desired outcomes are achieved. If your care needs have increased, the RAS can also plan and coordinate an exit from the CHSP and transfer you to other appropriate service systems, including Home Care Packages and/or residential care, if required.

My Aged Care

The service also provides care coordination if you have multiple providers or more complex needs.

Aged Care Assessment Team (ACAT)

If you are no longer able to manage at home without basic assistance, the Aged Care Assessment Team (ACAT) helps you and your carers determine what kind of care will best meet your needs.

This may be a Home Care Package (see page 26) provided to you in your own home or residential care in an aged care home (see page 51).

ACAT assessors are generally professionals with medical backgrounds, such as doctors, nurses, social workers, occupational therapists and other health experts.

There is no charge for the assessment as the ACAT is government funded. Carers, relatives or close friends are encouraged to be involved in the discussion of your needs.

While an ACAT can’t make recommendations about individual homes or community services, they can provide you with information to assist you to make decisions.

To assist you in your search, an independent information source like the Aged Care Guide publications and the linked AgedCareGuide.com.au website can help. These resources give a comprehensive overview of all care options and care providers available.

You may be placed on a

list until a

Home care f low chart

At anytime

You can find someone to help you:

Placement consultant

Aged care advisor

Social worker

Case manager

Hospital discharge planner

These professionals know the system really well and their help can make your search much easier.

Other useful people:

Financial advisor

Health fund

Veterans' Affairs

Local council

If your situation is urgent then the ACAT will assess you as quickly as possible

Residential care

f low chart

Remember: it takes anything from a few weeks up to more than a few months to find the care home that suits you

At anytime!

You can find someone to help you:

Placement consultant

Aged care advisor

Social worker

Case manager

Hospital discharge planner

Consult your Aged Care Guide for a list of choices for any of these options or visit AgedCareGuide.com.au

These professionals know the system really well and their help can make your search much easier.

Other useful people:

Financial advisor

Health fund

Veterans’ Affairs

Local council

Genuine care bringing positivity to life

Feel the warmth of personalised care, share moments with friends and family, and enjoy a vibrant lifestyle doing things that are meaningful to you.

That’s what you can expect at every one of our Residential Aged Care homes. Bolton Clarke has purposefully designed homes located across Queensland. Each offers a wide variety of choice, quality care, and fulfilling experiences that support your health and happiness.

Where to find us

Baycrest

07 4303 2000

99 Doolong Road, Pialba QLD 4655

Bribie Cove

07 3400 1000

199-213 Goodwin Drive, Bongaree QLD 4507

Buderim Views

07 5477 9100

383 Mooloolaba Road, Buderim QLD 4556

Capella Bay 07 3119 3100

260 Old Cleveland Road East, Capalaba QLD 4157

Carrington 07 3711 1100 16 Blairmount Street, Parkinson QLD 4115

Cazna Gardens 07 3845 0000 465 Hellawell Road, Sunnybank Hills QLD 4109

Centaur

07 5390 0000

21 West Terrace, Caloundra QLD 4551

Chelsea

07 4121 9400

110 Tooley Street, Maryborough QLD 4650

Cunningham Villas

07 4791 3999

1a Tollington Road, Bowen QLD 4805

Fairview

07 3335 5500

2603 Moggill Road, Pinjarra Hills QLD 4069

Fairways

07 4131 6400

59 Hanbury Street, Bundaberg North QLD 4670

Farnorha

07 4052 9900

257-281 Lyons Street, Westcourt QLD 4870

Fernhill

07 5490 6300

103 King Street, Caboolture QLD 4510

Galleon Gardens

07 5507 8300

126-138 Galleon Way, Currumbin Waters QLD 4223

Glasshouse Views

07 5439 2400

96 Peachester Road, Beerwah QLD 4519

Glendale

07 4726 3500

435 Dalrymple Road, Mt Louisa QLD 4814

Inverpine

07 3490 3100

54 Ogg Road, Murrumba Downs QLD 4503

Keperra Sanctuary

07 3355 5599

998 Samford Road, Keperra QLD 4054

Milford Grange

07 3817 0400

32 Grange Road, Eastern Heights QLD 4305

Moreton Shores

07 3286 8600

91-101 King Street, Thornlands QLD 4164

Pioneers

07 4658 4900

1 Sparrow Street, Longreach QLD 4730

Rowes Bay

07 4750 3700

9 Havana Street, Rowes Bay QLD 4810

SandBrook

07 5587 8000

10 Executive Drive, Burleigh Waters QLD 4220

Seabrook

07 3817 7300

15-29 Bonton Avenue, Deception Bay QLD 4508

Seaton Place

07 3050 9100

111 Smith Street, Cleveland QLD 4163

Sunset Ridge

07 4925 4000

44 Svendsen Road, Zilzie QLD 4710

Talbarra

07 3489 1000

130-150 Old Logan Village Road, Waterford QLD 4133

Tantula Rise

07 5430 1400

96 Tantula Road West, Alexandra Headland QLD 4572

The Ormsby

07 5376 3700

112 Burnett Street, Buderim QLD 4556

The Terraces

07 5592 7300

74 University Drive, Varsity Lakes QLD 4227

Villa Serena

07 5665 5999

2 Easthill Drive, Robina QLD 4226

Westhaven

07 4614 4800

55 Arabian Street, Harristown QLD 4350

1300 22 11 22

Support at home Support at home

To help you live independently in your own home and community for as long as possible, there are many home care products and services available.

Depending on your personal situation and the level of assistance you require, you may be entitled to some basic in-home support or more intensive support through a Home Care Package.

After a hospital stay, the Transition Care Program might be able to assist in your recovery and to return home. Alternatively, you may need to access respite care to give your carer a short break from the caring role.

There is a variety of support at home options available that can meet your specific needs.

In-home support

The government prioritises your care needs to help you live comfortably in your own home.

Home care products and services range from assistance with daily chores to personal care, providing meals, transport assistance, as well as equipment, such as a ramp, walking frame or shower rail to help you live independently in your own home.

Come home to Calvary.

TOP LEVEL SERVICE ICONS SINGLE - WITH WORDS

Guided by Calvary’s 135 year history in health care, you will have peace of mind with access to quality care.

Calvary is recognised as a continuing source of healing, hope and nurturing to the people we serve. Our personalised approach ensures every person receives the attention and care that they need. All of our care is delivered with dignity and is designed to improve your health and wellbeing.

Support at home

The government continues to significantly increase support for home and community-based aged care with particular integrated packages available. Private businesses also offer home care services.

Consumer-directed care

Consumer-directed care (CDC) gives you and your carers greater say about the types of care services you receive and the delivery of those services.

All Home Care Packages are delivered on a CDC basis and the funding for a package is allocated directly to you instead of to the provider.

Providers are required to work in partnership with you to create a package of services that meets your goals and needs, and gives you the information you require.

This information should assist in choosing the best provider for you, as well as changing providers if you need.

CDC allows you to determine how much involvement you wish to have when managing your package. It also allows for more transparency around how your package is funded and spent.

All home care services you receive should include ongoing monitoring and reviews from the provider to make sure your package is meeting your needs.

Commonwealth Home Support Programme (CHSP)

If you want to stay in your own home, but need some help with daily tasks or require entry-level care, the CHSP may be able to help.

The CHSP combines a number of home support options into one streamlined and simplified program. These options include short-term supports, such as respite, transition care and short-term restorative care. It also provides basic ongoing support both at home and in the community, as well as access to wellness programs, day options and centre-based services.

To determine if the CHSP is the right program for you, you will need to be assessed by a Regional Assessment Service (RAS). See page 83 for more information.

If you have more complex needs, a Home Care Package may be a better option. You can access similar services to the CHSP, coordinated and tailored to meet your specific needs (see page 26 for more details).

Contact My Aged Care on 1800 200 422 to find out how you can arrange a home support assessment.

What is the CHSP?

Subsidised by the Australian Government, the CHSP is an entry-level home help program if you are mostly — but not completely — able to live on your own and don’t need higher levels of support at home.

The program can also help your carer. If your carer needs to attend to everyday activities, the CHSP can arrange for someone to help you while they are away.

What types of services are provided?

CHSP services provided in the community may include: social support — social activities in a community-based group setting; transport — help to get out and about for shopping or appointments;

Services provided at home may include: domestic assistance — household jobs such as cleaning, clothes washing and ironing;

personal care — help with bathing, showering, dressing or toileting; home maintenance — minor general repair and care of your house or yard, for example, changing light bulbs or replacing tap washers; home modification — minor installation of safety aids, such as alarms, ramps and support rails in your home;

nursing care — a qualified nurse comes to your home and may, for example, dress a wound or provide continence advice.

Some CHSP services can be provided either at a community centre or in your home, such as:

food services — may include providing meals at a community centre, help with shopping for food, preparing and storing food in your home and delivering meals to your home;

allied health support services — If you have particular health problems you may be able to access allied health services, such as physiotherapy, podiatry, speech therapy, occupational therapy and advice from a dietitian.

Who is the CHSP for?

You can apply for home help services under the CHSP if you are 65 years or older, or 50 years or older and identify as an Aboriginal and/or Torres Strait Islander person, are still living at home and need help to continue living independently.

You or your carer should contact the My Aged Care contact centre on 1800 200 422 or visit myagedcare.gov.au to apply.

Commonwealth Home Support Programme

New South Wales

Illawarra 02 4244 3470

Liverpool 0479 070 119 Central Coast 02 4326 9030

Queensland Cairns 0458 720 217

Western Australia

Lower North Perth 08 9371 9115

South East Perth 0416 205 819

Am I eligible?

To determine exactly what help you need at home, you will need a home support assessment. The assessment will be done by a representative of the Regional Assessment Service (RAS).

A local RAS assessor will look at your ability to cope with various activities in your daily living.

For more information about assessments, go to page 83.

Urgent needs

If you’re in a situation where you have an urgent need for home support services and your safety would be at risk if those needs are not immediately met, it may be possible to receive CHSP services before you have been assessed by a RAS.

This only happens in exceptional circumstances and is only for a limited time until an assessment can be organised to determine long-term care options.

Services generally considered to relieve an urgent need for care include nursing, personal care, meals and transport.

It will depend on your personal circumstances whether you’ll be able to receive interim services before an assessment. Call the My Aged Care contact centre on 1800 200 422 to find out more.

Who pays for CHSP services?

Supports delivered under CHSP are subsidised by the government, however, there generally is still a fee for each service.

You are encouraged to contribute towards the cost of your care if you are able to do so.

The amount you contribute depends on the type and number of services you require and can differ from one service provider to the next.

Some organisations may charge a set fee for their services, while others may ask for a voluntary donation, charge a membership or subscription fee.

How much you pay is discussed and agreed upon between you and your service provider. The rate is set before you begin receiving the relevant services.

If you are receiving multiple services from one or more service providers and these services overlap, it may be possible to ‘bundle’ the cost for these services.

To find out specific costs you should contact your service provider.

Pre-1 July 2015 HACC, NRCP, DTC and ACHA clients

If you accessed Home and Community Care (HACC), National Respite for Carers Programme (NRCP), day therapy centres (DTC) or Assistance with Care and Housing for the Aged (ACHA) prior to 1 July 2015, you may retain access to these services or equivalent CHSP services until other suitable services become available, or until the service is no longer required.

You can find CHSP-funded services starting on page 97 of the directory section or online on AgedCareGuide.com.au.

Commonwealth Home Support Programme

Home Care Packages

Home Care Packages

A Home Care Package (HCP) provides services that will help you to remain at home for as long as possible, as well as giving you choice and flexibility in the way that the care and support is provided.

There are four different levels of packages to support people with varying care needs, ranging from Level 1 support, if you have basic care needs, to Level 4, which can support you if you have high-level care needs.

The HCP is allocated to you personally, which gives you more control over the services you receive and who delivers those services.

Once you have been allocated a HCP you can contact any preferred approved service provider to give you the care you need.

Types of packages available

There are four types of packages delivering different levels of care:

1 Level 1 supports people with basic care needs

2 Level 2 supports people with low-level care needs

3 Level 3 supports people with intermediate care needs

4 Level 4 supports people with high-level care needs

The same type of care and services are provided under each HCP level, however, the amount of funding is different depending on what package is allocated to you.

The hours of care are increased at each level of care; more hours of care and services are delivered under Home Care Package Level 4 compared to Level 1.

The ACAT assesses the types of care needs you may require. Someone eligible for Levels 3 and 4 HCPs would be eligible for higher levels of residential care if they were to apply for it.

If you are receiving care services through the previous Community Aged Care Package, Extended Aged Care at Home or Extended Aged Care at Home Dementia packages, you will continue to receive these services, but they will have a different name.

Package supplements

Package supplements are available with any of the four levels of Home Care Packages to help with the cost of meeting specific care needs. For example, the Z Dementia Supplement is for people with dementia and the R Veterans’ Supplement for veterans with an accepted mental health condition.

Some packages can be specifically for people who are e financially or socially disadvantaged, people with Y housing needs or at risk of homelessness or for people who live in t rural, remote or isolated areas. Some providers might cater for people with a certain g cultural background or have staff that speak a foreign language.

Your care provider will apply for these subsidies and ensure you meet the eligibility criteria.

For Metro HCP providers, see 106–113; for Regional QLD, see 114–120.

Look No Further!

We’re your local provider, we value your independence and strive to ensure you continue to enjoy the comforts of your own space. Let us support your journey.

• Approved Home Care Package Provider level 1, 2, 3, 4

• No Basic Daily Fee

• No Sign-Up Fee, No Exit Fee

• Reliable, flexible, friendly staff

• Services include shopping, transport, domestic and personal care, etc.

• Additional offerings such as gardening, physiotherapy, podiatry, home modification, etc.

Home Care Packages

What services are provided?

Home Care Package services are based on your individual needs. Your provider coordinates the care and services to support you at home and these are agreed between you and your provider. Services may include:

Personal assistance with bathing or showering, personal hygiene and grooming, dressing, toileting and mobility

Assistance with communication, including assistance to address difficulties arising from impaired hearing, sight, speech or lack of shared language. This can also include assistance with the fitting of sensory communication aids, checking hearing aid batteries and assistance in using the telephone

Domestic assistance for household jobs like cleaning, clothes washing and ironing

Food services, such as preparing meals or having meals delivered, assistance with using eating utensils and assistance with actual feeding and providing enteral feeding formula

Nursing services, including dressing wounds by providing bandages, dressings and skin creams, as well as continence management and assistance in using continence aids and appliances

Assistance in taking your medications

Providing mobility equipment, such as crutches, walking frames, wheelchairs and mechanical devices for lifting, bed rails, slide sheets and pressure-relieving mattresses, along with help using those aids

Home maintenance for care of your house or garden

Modifications to the home — installing safety aids, such as alarms, ramps and support rails; identifying risks in the house and proposing solutions

Transport and assistance for appointments or social activities

Encouragement to take part in social and community activities that promote and protect your lifestyle, interests and wellbeing

Services / items not provided

The following services or items are not included in a package in any of the four levels of home care:

Using the package money as a source of income for the consumer

Purchase of food, except for enteral feeding requirements

Paying for accommodation, such as assistance with home purchase, mortgage payments or rent

Payment of fees or charges for other types of care funded or jointly funded by the Australian Government

Home modifications or capital items that are not related to the consumer’s care needs

Travel and accommodation for holidays

Cost of entertainment activities, such as club memberships and tickets to sporting events

Payment for services and items covered by the Medicare Benefits Schedule or the Pharmaceutical Benefits Scheme

Gambling activities

Are you eligible?

To receive a Home Care Package you will need to be assessed by an Aged Care Assessment Team (ACAT).

Priority

The ACAT helps you and your carer determine what kind of care will best meet your needs when you are no longer able to manage on your own.

A member of the service, which may include a doctor, nurse, social worker and/or other health professional will meet with you to assess your care needs and how well you are managing at home.

They will identify the right services for your needs and the level of care you require.

The ACAT will give you a letter stating the types of subsidised services you have been approved for and might also put you in contact with organisations in your area that can deliver these services.

For more details about assessments, go to page 83 or call 1800 200 422 to organise an assessment.

Access to Home Care Packages is managed through a national pool of all available packages. After approval for a HCP, you will be placed in a ‘queue’ until a suitable package becomes available. This may take a number of weeks or even months.

angels in aprons

Home Care Packages

Your place in the queue will be determined by your personal needs, circumstances and the time you have been waiting for care since your assessment.

When you reach the front of the queue and a package is assigned to you, you can begin to receive care from the provider of your choice.

You have 56 days from the date you were assigned a package to find a provider and commence services.

You can request an extension, for example, if you have trouble finding a service provider. However, if you haven’t started receiving care within 84 days, the package will return to the queue and be assigned to the next person in line.

Approved providers

An organisation that has been approved by the government to provide aged care services is called an approved provider.

The government will pay your approved provider your allocated funding so they can pay the carers and any other bills.

An approved provider can manage your care, liaise with you about your preferences, requirements and care plan, but it doesn’t have to be the provider delivering your care.

It is important to know that even though a HCP can only be managed by an approved provider, the care can be delivered by any provider, even one that is not supported by the government. This gives you more choice as to who delivers your care.

Home care agreement

This agreement is made between you and your provider and covers information such as the care and services you will receive and how much they will cost.

Your provider will work with you to develop a care or service plan that is based on your needs.

The care plan you agree to should include:

The exact types of services you will receive

Who will provide which services

How much involvement the service provider will have in managing and coordinating your services

When your services are delivered

Any exit amount the provider will charge to cover administrative cost if you decide to take your package elsewhere or cease care

How much will it cost?

The government covers most of the cost of care but your provider may ask you to contribute towards the cost of delivering your services, if you can afford to do so.

Depending on the Home Care Package level you are eligible for, the government pays your approved provider a subsidy toward the cost of your care. This amount is calculated daily and paid monthly to the provider.

Support at home

Home Care Packages

amount

The government contributes the following amounts to each person receiving a Home Care Package (March 2024 rates): Home Care Package Daily subsidy amount

1

2

3

4

This amount may be supplemented with an additional payment for people with higher care and specialised support needs, such as a Dementia, Veterans’ or Housing supplement.

Rates are reviewed generally in March and September each year in line with changes to the Age Pension. This applies to each person receiving a Home Care Package, even if you are part of a couple.

Any government funding you receive will be paid directly to the provider who can spend the funds on the items you both agreed to in the home care agreement.

After commencement of your package, you will receive a monthly statement of income, expenditure and the balance of funds enabling you to see how the money is being spent.

How much you will pay

A provider may charge the maximum basic daily fee for a Home Care Package depending on what level you have been given. Maximum fees for each level currently are (March 2024 rates):

There may be additional benefits available depending on your personal circumstances, contact My Aged Care on 1800 200 422 for more details.

If your income is higher than the Age Pension you may be required to pay extra for your care.

How much extra depends on your income and unavoidable expenses, such as pharmaceutical bills, rent, utilities and other living expenses. However, the maximum amount you can be asked to pay over the maximum basic daily fee for a HCP is up to 50 percent of your income exceeding the maximum base rate of the Age Pension.

The current Age Pension amount is $1,020.60 per fortnight for a single person or $1,116.30 with the included maximum Pension Supplement and Energy Supplement.

You can negotiate with your provider on the costs of the services and care you receive.

These costs will be agreed upon and fixed in your agreement before you receive any aged care services. This is your legal agreement with your service provider.

No full pensioner will pay an income tested care fee and no part pensioner will pay an income tested care fee greater than $6,661.80 per annum.

Runaway Bay

Home Care Packages

If you have an income of more than $63,351.60 per year, you will pay an income tested care fee on a sliding scale up to a total of $13,323.68 per annum.

However, no one will pay more than $79,942.44 in an income tested care fee over their lifetime (March 2024 rates).

You will only pay an income tested care fee if you can afford to do so. Your income assessment will determine if you can afford to contribute towards the cost of your care.

Your assets, including the family home, are excluded from the means testing arrangements for home care.

Exit fees

HCPs are portable which means that if you are moving to a different area or if you’re not happy with a provider’s services, you can simply take your package and any remaining funds with you to a new provider.

If you decide to change providers, the provider may charge you an exit fee to cover any administrative cost which will be deducted from any unspent funds.

This is the amount that is ‘left over’ in your HCP budget and it will move with you to a new provider.

If you no longer require your HCP, these unspent funds will be returned to the government.

Exit fees may vary between providers and the amount should be clearly stated in the home care agreement between you and the provider.

Still humming along from home

Shirley is 92 and knows the secret to a good beef bourguignon. Her support worker, Joy, provides back-up – getting out the slow cooker, picking herbs from the garden and chopping the veggies.

You know better than anyone what you need to keep enjoying the comforts of home. Our size, expertise and full suite of services means we can tailor a Home Care Package that’s right for you.

Social and community hubs across SE Queensland

Support at home I Clinical care and therapies Help to care I Transport I Dementia care

1300 236 822 centacare.com/aged-care

Quality and complaints

The Australian Aged Care Quality and Safety Commission is responsible for the review of aged care services, including government-subsidised home care services.

As an independent body, the Commission manages the accreditation of residential aged care services and the quality review of home care services across Australia.

It evaluates these services against the set Aged Care Quality Standards. The Commission is committed to promoting continuous improvement of aged care and ensures that quality and other reporting by service providers is streamlined while supporting accountability, information and confidence for consumers.

If you are concerned about the care or services you are receiving, it is recommended that you first try to resolve any issues with your service provider.

If you feel you are not being heard or need help to address the issue, you can contact an aged care advocacy service to help you.

If the matter is not resolved, you can make a complaint to the Aged Care Quality and Safety Commission on 1800 951 822 or visit agedcarequality.gov.au

Your rights

No matter who you are, where you live or the types of care you need, you have rights related to your home care that should be respected by providers.

You have a right to:

Be accepted as an individual and have your preferences respected

Be treated with dignity, with your privacy respected

Receive care that is respectful of you, your family and home

Receive care without being obliged to feel grateful to those providing the care

Full and effective use of all human, legal and consumer rights, including the right to freedom of speech regarding your care

Have access to advocates and other avenues of redress

Be treated without exploitation, abuse, discrimination, harassment or neglect

Home Care Packages

MultiLink is an approved Aged Care & Disability Service and registered NDIS provider supporting consumers in the Logan area for over 34+ years. We support frail aged people, people with a disability and their carers from diverse cultural, faith, and linguistic backgrounds with a range of services required to assist them to continue living in their own home, and connecting with their community with confidence, independence, and dignity.

Our Aged Care and Disability Services specialise in working with people from a culturally and Linguistically Diverse (CALD) backgrounds and support consumers from over 80 culturally diverse backgrounds annually with our staff and support workers speaking over 44 languages.

• Approved Disability & NDIS Support Provider

• Approved Home Care Package Provider (Levels 1-4)

• Domestic Assistance

• Personal Care

• Individual Social Support

• Group Social Support

- Centre Based Day Activities

• Flexible Respite Care

• Transport

• Allied Health

• Home Maintenance

Under the consumer-directed care principles, you also have the right to:

Set your own goals for your supports

Determine the ongoing level of involvement and control you have over your home care

Make decisions in relation to your care

Maintain your independence as much as possible

Choose the care and services that best meet your goals and assessed needs, within the limits of the resources available

Have choice and flexibility in the way the care and services are provided in your home

Participate in making decisions that affect you

Have your representative - family member or close friendparticipate in decisions relating to your care if you request it or need support to make decisions

These rights mean you can live the life you want to live for as long as possible.

If you think your rights are not being respected you should talk to your provider about your concerns. If this does not solve the issue you can contact the Aged Care Quality and Safety Commission.

Home Care Packages

Private home care

Rather than a government-funded service, you may choose a private home care provider and pay for services out of your own pocket.

Maybe this is more cost-effective for you or there is a waiting list for the government service you are trying to access.

Private home care services are arranged directly between you and the service provider. You pay for all the services provided and there is no government subsidy.

Private home care organisations provide a wide variety of services, including registered nurses for complex care needs and carers for companionship, personal care, housekeeping, cooking and outings.

They may also provide other types of staff, such as advisors, assistants, dietitians, drivers, personal trainers, physiotherapists and occupational therapists.

There is no limit to the number of hours of care provided each week and you can generally increase or decrease the time as your requirements change. With an agreed notice period, you are not required to pay for shifts you do not require.

While private home care may seem expensive, you may find that it is more cost-effective than other institutional alternatives. There is a wide variety in the level of quality and cost of home care companies.

When looking into home care services, here are some things to investigate and ask the provider you are considering:

Do they service your area?

Is the company Australian owned?

Is it independent or part of a franchise?

Do the owners / operators have experience in home care?

Does the company have appropriate insurance?

Does the company comply with Australian Tax Law — for example, does it charge GST appropriately?

Do they provide documents about financial arrangements before service begins?

Do they have a Service Agreement? It is important, so that there’s no misunderstanding about the service and cost to be provided.

Are they flexible? After all, it is all about you.

What are their recruitment processes?

Is there a criminal background check performed prior to employment with an agency?

Does the company provide worker’s compensation for employees? This is important so that you are not responsible for any injuries that occur on the job.

Private home care

Veterans’ support

How do they determine appropriate staff for your needs? If a company asks where you live and then offers you staff before even hearing about your needs, you can be reasonably assured they allocate based on location as a priority.

Is it possible to interview potential carers and make a selection after those interviews?

Do you get to decide what times and days suit your needs?

What is the minimum shift length?

Do they have male/female workers and can they cater for specific cultural backgrounds?

Who will be working in the home? Will there be regular staff providing continuity of care or do they change shifts around?

Is there a professional staff member, such as a registered nurse, who liaises with you to create a plan that meets your needs?

Who is the organisation’s main contact for you?

Do you meet a manager / owner and then never hear from them again?

What additional support is offered within the cost of your care? For example, are they available 24-hours a day, seven days a week?

You’ll find a list of in-home care service providers from page 97 in this Guide or visit AgedCareGuide.com.au to find providers servicing your location.

Veterans’ support

If you are a veteran, war widow or widower, you may be eligible to receive extra help in your home from the Department of Veterans’ Affairs.

If you are having a hard time doing the regular household chores, struggling to get in and out of the bathroom safely or if you just can’t manage the gardening or household maintenance, then the Veterans’ Home Care (VHC) program could organise people to help you.

The VHC program offers a range of services including domestic assistance, personal care, safety related home and garden maintenance or respite care in your own home or residential care facility.

If you have specific medical care needs or need more intensive assistance, a nurse from the Community Nursing program may be able to help you stay in your own home for longer. Services may include medication management, wound care or hygiene assistance.

To receive these services, you need to be referred for an assessment by an appropriate health professional. This could be your GP, a treating doctor in hospital, a hospital discharge planner or a VHC assessment agency.

Call the Veterans’ Home Care Assessment Agency on 1300 550 450 to find out what support services are available to you and how you can access them.

A well-earned rest

Taking some time off from caring is crucial and known as ‘respite’. Respite can be provided in your own home, a community setting or an aged care home.

Respite care offers the opportunity for both you and your carer to take a break. This may be for a few hours, a day, a night or a few weeks.

Respite care is provided by residential aged care homes and by community care services under the Carer Gateway.

Accommodation and services include:

day care centres that provide respite for a half or full day; in-home respite services, including overnight, home and personal care services; activity programs;

a break away from home with a support worker; respite for carers of people with dementia and challenging behaviours; respite in an aged care home or overnight in a community setting; and respite for employed carers and for carers seeking to return to work.

Access to respite care is based on priority and need. For respite care in your home or in a day care centre, the respite service provider or the Carer Gateway will assess whether you and your carer are eligible.

The amount of care you receive will depend on your needs and the availability of respite care services.

Centre-based Respite Care

Centre-based Respite Care (CBRC) can provide respite services to carers, offering individualised social and recreational activities.

Through CBRC, you can also attend day programs which may include excursions, outdoor/indoor activities or holiday programs.

Trained respite workers often undertake client assessments. Need-based programs are then developed with you and your carer to help enhance your quality of life.

Cost

There is no charge for assistance provided by Carer Gateway, however, individual service fees may apply.

Community-based respite services charge fees according to the type of service being used and your ability to pay.

For more information contact the Carer Gateway on 1800 422 737. Your call will automatically be directed to your nearest state or territory provider.

Respite at home

Transition care

Regaining your independence

To help improve your independence and confidence at the end of a hospital stay, the Transition Care Program provides short-term support and assistance.

The Transition Care Program is goal oriented, time-limited and therapyfocused care which can be delivered in your own home or in a home-like ‘live-in’ setting, which may be an aged care home.

To be eligible for transition care, you must be an in-patient of a hospital and have been assessed by the Aged Care Assessment Team (ACAT).

Transition care can be provided for a period of up to 12 weeks, with a possibility to extend to 18 weeks if assessed as requiring an extra period of therapeutic care. Seven weeks is the expected average period of support.

Services

Transition care is delivered by approved providers who will offer a package of services including a range of low-intensity therapy services and nursing support and/or personal care services.

Low-intensity therapy services may include:

counselling and social work

dietetics

occupational therapy

Personal care services may include: help with showering and dressing assistance with eating and eating aids

managing incontinence

Fees

physiotherapy  podiatry

speech therapy

transport to appointments help with mobility and communication

You may be charged a contribution fee to cover the cost of your transition care. Talk to your provider about what fees apply and how much you need to pay.

For transition care received in your own home, the maximum amount is currently $12.75 per day (March 2024 rates).

For care delivered in a ‘live-in’ setting, such as a residential aged care facility, the maximum amount you can be asked to pay is $61.96 per day, (March 2024 rates).

Access to transition care is decided on a needs basis and not on your ability to pay fees. Talk to your hospital social worker or discharge planner to find out more about how to access the Transition Care Program.

Aged care homes offering transition care beds are listed in the residential aged care tables from page 124.

Flexible restorative care

To help regain your independence if you have not been admitted to hospital, the government has introduced a flexible care option.

You may benefit from the Short-Term Restorative Care (STRC) program if you have been sick or had a fall and your mobility is temporarily impaired.

The program focuses on regaining wellbeing over a short period of time, with a maximum of eight weeks.

The Federal Government created the program to reverse or slow functional decline in older people and help improve their health and wellbeing through the time-limited service.

The ultimate aim is to avoid you having to access ongoing in home care services or residential care.

The program is designed around improving your capabilities at performing everyday tasks you may be having difficulties with.

A team of professionals would provide the service to help you adjust to the differences in your abilities.

This could involve activities and exercises that will benefit your mobility or could result in home modifications to make everyday tasks more manageable.

You will be able to choose the services you want to be provided so the assistance you receive will be tailored to your specific needs.

Services can be delivered at your home, in a nursing home or a combination of both.

You may need to pay a small fee, although you won’t have to pay an accommodation payment if you receive STRC in a nursing home setting.

The daily fee is currently $12.75 for STRC received in a community setting or $61.96 if accessed in residential care or a hospital.

The STRC program is not linked to any other government-funded home support and you will be able to access the program even if you’re already receiving support through the CHSP.

You will not be eligible to receive the STRC program if you are currently: receiving a government-funded Home Care Package; have received transition care in the last six months; live in residential aged care.

You do need an assessment to access the program.

This assessment is done by the Aged Care Assessment Team (ACAT) and is only valid for six months. You can access the STRC program twice over a 12-month period.

Read more about assessments on page 83 or call My Aged Care on 1800 200 422 for more information about STRC.

Wellness centres Wellness centres

Wellness centres offer a range of programs and services that focus on mobility, exercise, rehabilitation and relaxation. A well-equipped wellbeing centre also provides the opportunity to address areas of concern, enhance your mobility and reduce your pain levels and risk of falls or injury.

You can access a wide range of physically and emotionally rewarding activities with the guidance of allied health specialists in these centres, also known as ‘day therapy centres,’ ‘health & lifestyle centres’ or ‘allied health hubs.’

Most centres offer a range of stimulating and fun activities, one-on-one or in group settings to help improve your memory, wellbeing and independence.

Some allied health and wellbeing services you may be able to access include:

Occupational therapy

Diversional therapy

Massage therapy to reduce pain and maintain overall wellbeing

Physiotherapists or exercise physiologists

Podiatry

Hydrotherapy

Dementia and cognitive support programs

Personal training

Exercise classes for all levels, including chair-based and dance classes

Nutrition information

Mat- and equipment-based Pilates classes

Specialised group classes for specific conditions, such as Parkinson’s disease, multiple sclerosis, diabetes, cardiac and pulmonary rehabilitation

These wellness or day therapy centres are sometimes combined with different centre-based care services focused more on social inclusion and community connection.

The programs and services offered through this centre-based care are all about encouraging positive ageing and wellbeing and work to provide you with emotional, mental and physical stimulation.

Some programs may be tailored to specific groups such as people from a multicultural background or those living with certain chronic conditions such as dementia.

You can enjoy a range of activities which may include daily exercise programs, arts, crafts, cooking, gardening, as well as education and learning services, group excursions and respite or overnight care.

There are many benefits of centre-based care including:

Improved social wellbeing through companionship and connection

Maintaining mental health, nutrition and exercise

Positive impacts on overall health and wellbeing, including reducing symptoms of pain

Support for carers and families

Is a wellness centre suitable for me?

If you are over the age of 65 years, the services offered at a wellness centre may be the key to better physical health to help you stay strong and independent. A range of allied health specialists may be able to support your mental agility and keep you performing day-to-day tasks properly.

You may be able to claim the associated costs of a wellness centre through the Regional Assessment Services (RAS) or Aged Care Assessment Programs (ACAP). To receive an assessment, call My Aged Care at 1800 200 422, then ask for a referral code. Based on the outcome of your assessment and the package which you are eligible for through the Commonwealth Home Support Programme (CHSP) or Home Care Package (HCP), health and wellness services may be subsidised by the government.

You can still access the services at a wellbeing or day therapy centre privately and pay for services as you go. To do so, you would need an initial consult to identify which services you need and the amount you will pay to access them.

Wellness centres

Transport services

Transport services

Getting to appointments, the shops or social events can be challenging if you don’t have a car and even more challenging if you have mobility issues.

There may be times when friends, family and neighbours are unable to help out. While transport can be part of government-funded supports, there is also a range of free or subsidised transport options available through a variety of outlets.

Community organisations

In Queensland, there are many volunteer groups, such as local churches, clubs or Rotary groups, that support frail elderly people over 65 years of age in many ways, including through transport services.

These community volunteer transport services provide either direct transport or assist older people in accessing public transport.

They can take you to appointments, out and about in your community, visit friends and family or go to the shops.

Most of these community schemes or groups are staffed by volunteer drivers. Depending on the organisation, the services may be free or you may have to pay a small contribution towards the organisation.

St John’s Ambulance Australia provides a community transport service and patient transport service in most states or territories.

These services can support older people who need to attend medical appointments or hospital, visit loved ones, attend events or family gatherings, or for grocery shopping.

Local councils

Queensland local councils frequently offer transport in two forms — community buses and personal transport.

Some councils operate community buses on a weekly basis with many offering the convenience of door-to-door pick-up and drop-off. There is usually a nominal minimal charge for using the community bus which may vary depending on where it is going and whether you require a return journey.

Additionally, some councils offer personal transport for medical, wellbeing and other essential appointments and are usually provided by council volunteers.

Contact your local council for information about transport in your area.

Other transport options for seniors

You may be eligible for free or cheaper public transport in Queensland if you hold a Pensioner Concession Card, Seniors Card, Veterans’ Gold/White Card or TPI/EDA Veteran Travel card.

The Queensland Government operate a Taxi Subside Scheme that assists people who are unable to use public and community transport due to disability or significant mobility restriction.

Contact TRANSLink on 13 12 30 or visit the website at translink.com.au

Assistive technology options

The changes that occur with ageing can lead to problems with mobility, such as unsteadiness while walking, difficulty getting in and out of a chair or falls.

These are reportedly the top mobility problems experienced by older people and a major cause of injury and death.

Muscle weakness, joint problems, pain, disease and neurological difficulties can also contribute to mobility problems.

Keeping mobile can give you the opportunity to maintain independence in order to fulfil daily tasks and live happily in your own home.

Although light physical activity can help improve your mobility and remain independent, some people also find comfort and assistance in mobility equipment or aids which aim to help them live more satisfying and productive lives.

Improve access and safety at home

Creating a safe living space is critical to keep your independence and prevent injuries. Whether it’s slippery floors or tripping over electrical cords, some of the most common causes of injury in people over 65 are in and around the home.

You can improve the safety of your home by making some basic changes: Remove clutter around the home to reduce the risk of tripping over. Keep hallways and staircases clear from clutter and make sure you check outside areas for clutter and tripping hazards as well.

Install grab-bars and handrails to help you get down the stairs safely or step in and out of the shower or bathtub without injuring yourself.

Repair or remove tripping hazards such as loose carpet, slippery throw rugs or floorboards that stick up. Replace those items and use non-slip mats for more effective fall prevention.

Inadequate lighting can also contribute to falls or injury so install brighter light bulbs where needed and make sure stairways and narrow hallways are properly lit. Make sure you have easy access to bedside lamps and consider using motion-sensor lights to create better guidance for moving around your house at night.

Even with grab-rails, stairs can present a significant falling hazard. Non-slip strips can help make stairs safer to go up and down or consider having a stair lift installed for easier access to the second level.

Personal alarms that can detect falls, call for help in an emergency or have a GPS tracker can be used to help you feel safe and secure in your own home or when you’re out in the community.

Create a safer home

If you’re a Queensland resident aged over 60 or have a disability and you’re unable to do or pay for any home modifications to give you easier access to your home or to increase safety, then the Home Assist Secure service may be able to help you.

Assistive technology

Home Assist Secure provides free information, referrals and subsidised assistance related to minor home maintenance, modification, repairs, falls prevention and home security.

If you are eligible, you may be able to receive some financial support to assist with labour cost of home modifications or maintenance needed to help you live safely and secure in your own home.

The service can also assist with employing trades people to undertake the repairs or modifications needed.

To be eligible for the subsidy, you must have a Pensioner Concession Card, be unable to carry out the required work yourself and don’t have access to other types of assistance such as the Commonwealth Home Support Programme, Department of Veterans’ Affairs or support from family or friends.

Home Assist Secure is a service funded by the Queensland Government Department of Housing and Public Works.

For more information visit hpw.qld.gov.au or call 13 74 68.

Mobility aids can assist you

There are several different types of mobility aids available which can help you maintain independence and safety, assist in walking and moving about, helping you with personal care, making it easier for you to remain socially active, and maintain your quality of life.

New products and technology are continually introduced to the market.

Assistive technology

Some of the equipment available include:

Mobility aids — Aids that can help to prevent falls include walking sticks or frames, wheelie walkers, manual and motorised wheelchairs and scooters.

Personal care — Some of these aids may include shower stools or chairs, shower hoses, bath seats and boards, over-toilet frames, commodes, urinals, continence pads and supplies, aids to assist with dressing and aids to manage medications.

Home safety — Some of the aids that can assist you around the house during day-to-day living may include handrails, ramps, tap turners, non-slip mats, easy-grip utensils and easy-pour kettles.

Assistive technology solutions

To remain independent and in good health, it’s important that you can look after yourself, move, eat and drink well, stay connected and have fun.

Fortunately, there are a range of assistive technology solutions that can support you to achieve all of this:

Prepare your own meals and eat or drink independently

Communicate and stay connected

Move around your home and community

Manage your own personal care such as bathing or dressing

Use your computer, tablet or phone

Participate in sports and other recreational activities

Control your appliances, such as your TV and lights

Undertake daily tasks safely

Be more independent in your own home and when out and about With over 25,000 assistive technology products on the market, it can be difficult to know what the best solutions for your needs are.

Independent Living Centres (ILCs) are information resource centres, located in every state and territory, that display a range of products and equipment to assist with daily living activities.

You can visit an ILC to test products and equipment and select those most suitable before purchase.

In Queensland, the Independent Living Centre supports people with their assistive technology choices through information and advice, allied health support as well as access to grants for individuals to get access to a range of technology items including:

Emergency call systems

Wheelchairs and scooters

Telephones

Showering, toileting and dressing aids

Kitchen equipment

Seating, beds, and mattresses

Hoists and transfer aids

Vehicle modifications

Smart home technology

Through an online National Equipment Database (NED), you can search over 25,000 assistive technology products Australia-wide, including supplier details and product specifications. Find out more at askned.com.au .

For further information, email mail@lifetec.org.au or call 1300 885 886.

Aged care homes

If you aren’t able to continue living independently at home, you may choose to move into an aged care home.

The Australian Government regulates and funds the provision of much of the aged care in Australia.

‘Aged care home’ is the term most commonly used, but you may also find this type of accommodation referred to as ‘nursing home,’ ‘aged care facility,’ ‘residential aged care’ or ‘high- and low-care facility.’ All of these terms can be used interchangeably to describe the same type of living arrangement.

Entry into a government-funded aged care home requires approval by an Aged Care Assessment Team (ACAT).

There are also non-government-funded aged care homes which are called supported or assisted living complexes. These do not require ACAT or government approval.

Where do I start?

If you or someone close to you feel you are in need of some form of residential care, you can speak with your doctor who can make initial contact with My Aged Care.

You can also contact My Aged Care direct or a representative, like a family member or friend, can do this on your behalf. Call 1800 200 422 to organise an ACAT assessment. See page 83 for information about ACAT.

The next step

After being approved by an ACAT for government-funded residential care, you may begin looking for your future home. You can do this yourself or you can hire a placement consultant who can make the job much easier for you.

It is important to know and understand the types of homes available in your area as this may affect the cost and services you receive.

It is also recommended that you visit as many homes as possible, just as you would when buying or renting a house. This will enable you to gauge the feel and culture of the home.

Homes and their services

Aged care homes provide accommodation ranging from single rooms with ensuites to rooms with shared bathroom facilities. They must provide specified care and services to all residents at no additional cost.

Services that must be provided at no additional charge for all residents who need them, irrespective of their level of care needs, include:

Basic accommodation related services such as beds, mattresses, linen, bedside lockers and chairs

General laundry and cleaning services

Maintenance of buildings and grounds

Utilities, such as electricity and water

Aged care homes

Aged care homes

The provision of staff continuously on call to provide emergency assistance

Assistance with personal care such as bathing, going to the toilet, eating and dressing

Assistance with mobility and communication

Assistance in obtaining specialised therapy services, or a health practitioner service

Meals, including special diets

Toiletry goods such as towels, washers, soap and toilet paper

Support for people with cognitive impairment like dementia

Social and recreational activities

Rehabilitation support

Additional services as appropriate to individual care needs where a fee may apply include:

Goods to assist with toileting and continence aids

Therapy services such as speech therapy, podiatry, occupational, recreational and physiotherapy

Registered nurses to assess, plan and manage care, including complex pain or wound management, palliative care program, special feeding, dialysis and oxygen therapy

For people with dementia, it is important to ask a home whether it offers separate or secure dementia specific units or wings.

Some nursing homes may have a secure garden area specifically designed for people with dementia, which is generally attached to the secure dementia unit.

There are homes that cater to a specific cultural and linguistic group or may offer culturally appropriate services. See pages 149 –153 for a list of culturally appropriate care homes and services g.

Pets can help lessen feelings of loneliness or isolation and some homes are happy to accommodate you and your pet.

Some nursing homes even have live-in pets. You’ll find these C listed in the directory section of this guide, starting on page 124.

Accreditation and certification

All government-funded care homes must meet required accreditation standards and demonstrate continuous improvement with regard to the quality of care and services provided to residents.

The standards that must be met cover areas such as management, staffing, health and personal care, resident lifestyle, living environment, catering, cleaning, continuous improvement, safety and security.

The Aged Care Quality and Safety Commission is responsible for the review of aged care homes.

It monitors residential aged care services to ensure their compliance with the accreditation standards.

Healthy Ageing with Mercy Health

Mercy Health is a trusted, leading Catholic provider of health, aged and community services with 30 residential aged care homes across Australia.

We provide the places and choices to support people to age well, and lead healthy and fulfilling lives. We do so in the spirit of the Sisters of Mercy, who have always sought to care for the whole person – body, mind and soul.

Aged care homes

You can ask the provider for the accreditation status of the home or access reports and find information about the process on the Commission’s website — agedcarequality.gov.au

Quality Standards

The Aged Care Quality Standards were introduced in 2019 as a new measure of quality in aged care.

The eight new standards have a much stronger focus on consumers to help them make informed decisions about aged care services.

It gives consumers confidence that aged care providers will work in partnership with them and their families to deliver care that supports their health, wellbeing and quality of life.

The new Quality Standards include the following focus areas:

Consumer dignity and choice

Ongoing assessment and planning with consumers

Personal care and clinical care

Services and supports for daily living

Organisation’s service environment

Feedback and complaints

Human resources

Organisational governance

Each of the standards looks at three key aspects: What is the outcome for the consumer?

What are the expectations of the organisation?

What are the organisational requirements to show that the standard has been met?

The new standards revolve around consumers, their families and the staff providing care.

This partnership between the provider and consumer needs to work in order for the eight areas to succeed.

All government-funded aged care homes and home care services are measured against the new standards and organisations must be able to provide evidence of their compliance and performance with the Quality Standards.

Charter of Rights

Supporting the Aged Care Quality Standards is a single Charter of Aged Care Rights, protecting the rights of consumers receiving aged care services and their right to be properly looked after, treated well and given high-quality care and services.

All aged care providers have to provide a personally signed copy of the Charter of Rights to every one of their residents or care recipients.

Residential aged care

Experience a life of endless possibilities

Are you seeking compassionate aged care tailored to your individual needs and preferences?

At Wesley Mission Queensland, we’ve reimagined aged care to offer you a truly unique experience.

•The Eden Alternative™ Philosophy of Care: our innovative approach fosters your wellbeing.

•Inclusive community: join our warm, diverse community that celebrates your individuality.

•Personalised care: your aspirations and goals drive our holistic, person-centered care.

•Dedicated, qualified team: our compassionate staff and volunteers are devoted to your wellbeing.

At Wesley Mission Queensland, we believe that every person deserves a life filled with purpose and meaning.

Contact us today by calling 1800 448 448 or emailing contactus@wmq.org.au to find out more and how we can help you.

Aged care homes

The Charter covers 14 fundamental protections stating all older Australians receiving any type of government-funded aged care supports have the right to:

1. Safe and high-quality care and services;

2. Be treated with dignity and respect;

3. Have your identity, culture and diversity valued and supported;

4. Live without abuse and neglect;

5. Be informed about your care and services in a way you understand;

6. Access all information about yourself, including information about your rights, care and services;

7. Have control over and make choice about your care and personal and social life, including where the choices involve personal risk;

8. Have control over and make decisions about the personal aspects of your daily life, financial affairs and possessions;

9. Your independence;

10. Be listened to and understood;

11. Have a person of your choice, including an aged care advocate, support you or speak on your behalf;

12. Complain free from reprisal and to have your complaints dealt with fairly and promptly;

13. Personal privacy and to have your personal information protected;

14. Exercise your rights without it adversely affecting the way you are treated.

You should receive a copy of the Charter signed by your provider and you or your representative will be asked to sign the Charter to acknowledge that your provider has given you information about your rights in relation to the aged care service under the Charter.

As a consumer, you have the option of signing the Charter of Aged Care Rights, however, even if you choose not to sign the document you can still access care and services.

Call the Aged Care Quality and Safety Commission on 1800 951 822 or visit agedcarequality.gov.au for more information.

Complaints

If you have concerns or are unhappy about the standard of care you are receiving, you or your representatives are strongly encouraged to firstly take all complaints to the facility management for resolution.

It’s always best to address concerns rather than leaving it to escalate. If you don’t feel comfortable to deal with it yourself, you can ask an advocacy service to help you.

If the matter is not resolved, you can then make complaints to the Aged Care Quality and Safety Commission on 1800 951 822 or visit agedcarequality.gov.au

Anyone can make a complaint about anything that may constitute a breach of the service provider’s responsibilities to past or present residents.

At Churches of Christ, we support you throughout your senior years and as life changes.

Welcoming Retirement Villages

Enjoy the benefits of community living from the independence of your own, maintenance-free home.

Home Care Options

Stay independent in your home for longer with Home Care packages suited to your needs.

Residential Aged Care

Feel safe, comfortable and socially engaged when you move into our care residences.

Applying to a home Applying to a home

As soon as you have been approved by an Aged Care Assessment Team (ACAT) for government-funded residential care, you can begin looking for your future home.

You can do this yourself or you can hire a placement consultant to do this for you.

When searching for nursing homes, decide what features are important to you. Are you looking for an extra service facility, a specific cultural environment or a facility with pets?

It is important to know and understand the types of homes that are available in your area because this may affect the cost and services you receive.

It is recommended that you visit as many homes as possible, just as you would when buying or renting a house. This will allow you to get a feel for the culture of the home and its surroundings.

You can also use residential respite as a way of finding out about the quality of care at a nursing home before deciding if the home is a good place for you to move into.

When you have narrowed down which homes would suit your needs and

Considering aged care for a loved one?

At Bupa Aged Care, whether for respite short-stay care or as a new home, our experienced registered nurses and carers aim to provide the care each resident needs, in the way they prefer.

Care is first and foremost.

We embrace and support residents to live their day their way, with teams dedicated to their wellbeing.

People rarely expect to need aged care, but if your family does, we’ll guide you through the steps.

Bupa Cairns 52-59 Swallow St, Mooroobool

Bupa Glenvale 357-383 McDougall St, Toowoomba

Bupa Merrimac 3-5 Glenhaven Ct, Merrimac

Bupa Mount Sheridan 40-48 Progress Rd, White Rock

Bupa New Farm 193 Moray St, New Farm

Bupa Rangeville 280 Mackenzie St, Rangeville

Bupa Runaway Bay 376 Pine Ridge Rd, Runaway Bay

Bupa Tugun 6 Croft Ct, Tugun

To book a visit with one of our homes in Queensland, call us on 1800 718 357 or visit bupaagedcare.com.au/region/qld

Admission to one of our Bupa Aged Care homes is subject to availability and your care needs.

Waiting lists

Waiting for residential care

Nursing homes don’t always have bed vacancies available, so it is likely that you will have to wait for a period of time for a bed to become available.

Some aged care homes may have waiting lists and the length of these varies between homes. If your situation is urgent, please inform the staff at the home.

Generally, bed places are offered to people on the wait list who have a health priority or have been waiting for a place and have risen to the top of the waiting list.

You can be on as many waiting lists for facilities as you would like, but once you accept a vacancy offer, you will be removed from all other nursing home waiting lists.

If you require a bed urgently, you may not have as much choice with the facility you move into. You may have to accept the first offer that is made to you, no matter if it is your first facility choice or not.

Aged care homes cannot predict or know when a vacancy will occur, so it is important to keep in regular contact with the aged care homes to ensure they are aware you are still interested in admission to their home.

If you’ve engaged the services of a placement consultant they will monitor vacancies for you.

It is ideal to plan ahead and take the time to choose the facilities that you want to live in. This means no matter who offers you a bed first, you will be satisfied with the placement.

What happens when a vacancy occurs?

The person in charge at the aged care home will either ring you, your carer or family directly or phone the social worker if you are in hospital, to let you know they have a spot available for you.

You may be asked to make a decision within hours because there are usually other people also waiting.

You, or the relevant hospital worker, will need to arrange for your transfer to the home as soon as is practicable.

If you are unable to move into a home straight away, you will be given seven days after you have agreed to accept the place to move in. This is called pre-entry leave.

From the date of acceptance you may be charged for your care and be eligible to receive financial assistance from the government.

Once your place in the aged care home has been confirmed, you will be provided with two or three important documents that will address all the information and details you need to know. This information should also include the Resident Agreement, the Accommodation Agreement or an Extra Services Agreement if applicable.

It is not acceptable to be charged any fees or be expected to make any donation before you formally accept a place in an aged care home.

Deciding on a home

There are a number of things to consider when deciding which aged care home will best suit your needs.

Deciding to move into a home can be a really big decision, so you want to make sure you choose a nursing home that not only suits your needs, but also feels like home.

Making a list of your personal preferences and requirements can make it easier to shortlist aged care facilities. This list could include the care you require and lifestyle options.

One of the best ways to gauge the environment and atmosphere of a nursing home is by visiting it.

Contact the home you are considering to organise a tour of the facility, in most cases your family should be able to come with you.

By visiting the facility, you will be able to assess whether the nursing home meets your needs and if it is a place you would be happy to live.

Any questions you have can be answered by your tour guide from the aged care home.

Additionally, you can have a talk with the site manager to understand how the aged care facility runs and have all your questions answered.

Deciding on a home

Deciding on a home

The following is a brief checklist of areas you should consider before deciding to move in:

Is the home clean, fresh and in good repair?

Are the staff warm and friendly? You want to be able to feel at ease and comfortable in communicating with the staff.

How many staff work at the home and what is the night time ratio of staff to residents?

Is the home secure, particularly at night?

Are there keypad locks on the doors or are CCTV cameras installed?

Does the home have the provision for you to age in place and remain as your care needs increase?

Do they offer single rooms with ensuite?

If you are looking to move into a home with your spouse, is this provision available?

Are clothes laundered on or off site?

Does the room have access to a private phone line, internet connection, NBN or pay-TV?

Are the floor coverings clean and fresh or is there an odour throughout the home?

Is the room temperature comfortable for you and are you able to control your own room temperature?

What personal items and furnishings can you bring into the home and what provisions are there for storage of personal items?

Inspect the kitchen if possible and find out if meals are cooked on site or are delivered.

Are the meals flexible and will they meet your special requirements?

Are there spaces for you to meet with family and friends and to celebrate special events?

If you like pets, find out if the home is pet friendly and whether they have pets at the home or a visiting pet program.

Be sure to enquire about the range of activities available and entertainment programs. These are vital for your ongoing wellbeing.

Any additional services or amenities that are provided by aged care homes can really enhance your experience

Beneficial services and amenities could include:

Outdoor areas or gardens, if relevant, check whether they are secure

A hairdressing salon or day spa

An on-site café

A chapel or provision for church services

Pastoral care services

Scenic views

Music therapy

Men’s Shed

An on-site kitchen

Gymnasium

Allied health services

It is important to have all your queries answered, as it can really help you gauge whether a facility is the right fit for you.

Moving into a home

The process of moving in is often referred to as the ‘admission process’ and starts with an initial introduction, orientation and assessment.

During the assessment, a staff member will gather information including medical conditions, family history, food preferences, social and recreational likes, dislikes and interests.

This information will be used to create a care plan. The care plan is updated regularly and you can request to see a copy at any time.

The care plan will be an overview of your care needs, wishes and outcomes you want to achieve while living in the facility.

Family members and carers are welcome to assist in identifying social and care needs.

What can you bring with you?

Your aged care home will already have most of the furniture and furnishings, such as beds, chairs, wardrobe, curtains and floor coverings, so it may be helpful to directly ask the home what you can bring with you.

Below, you’ll find an overview of some of the main things to consider when moving in.

Personal items

Having personal belongings around you may help you to feel at home in your new environment.

Some people may like to bring family photographs, their favourite films, books, music or other treasured items.

Clothing

It is important to ensure that personal clothing is properly labelled.

Most nursing homes will launder your clothing either on site or through a laundry service.

Bring enough clothing to allow for items being washed as it might take a couple of days before clean laundry is returned to you.

Because of the large volume of washing, nursing home laundries often use commercial washing and drying machines so make sure your clothes are machine-washable and labelled with your full name.

Continence aids

Residents with higher level care needs, who require products for the management of continence, will have these provided by the aged care home. Other residents may be required to purchase these items.

Radios, TVs, computers, digital clocks

Residents can bring with them their preferred electrical and electronic items. Each item will be checked, tested and tagged by the home prior to use.

Moving into a home

Moving into a home

Furniture

It is quite common to have space available for some items like a favourite chair, small table, dresser and bedside light, but it’s best to check with the aged care home what and how many items you can bring.

Medication

It is important that you bring all prescription medication you’re currently taking with you on admission.

Care staff will manage and administer the medication to ensure safe and quality use of your medicines.

Topical creams, herbal remedies, vitamins and elixirs, which are non-prescription items, should be declared to the staff.

Toiletries

The aged care home supplies the basic necessities such as toothpaste, soap and toilet tissue. Specific items or particular brands need to be purchased at your own expense.

Mobility and wheelchairs

Wheelchairs, scooters, walking frames and other mobility aids will be assessed to ensure that these are appropriate to your current situation. The maintenance and upkeep of scooters and wheelchairs is your responsibility.

Making the transition

Once you have been offered a place in an aged care home, it is also important to organise your medical and financial matters and who you will need to tell about your move.

If you have not done so already, this is a good time to talk to your loved ones about your wishes for your future medical care.

Writing your wishes in a letter or statement can help guide health professionals and those close to you if you become seriously ill or injured and are unable to make decisions about your own care.

This is called an Advance Health Directive and it should include clear and specific details about treatments you would accept or refuse.

Keep your Advance Health Directive in a place that is easily accessible and share the document with your doctor and loved ones.

Who should you tell about your move?

It is recommended that you tell your family, carer, friends, neighbours, community centre or council and any health professionals, such as your doctor or pharmacist, that you’re leaving your home to enter an aged care home.

If you need to change doctors, you can ask to have your medical history sent to your new doctor.

It is also a good idea to keep track of any health professionals you see and make a note of your current medical treatments and medication so you can discuss this with your new aged care home as part of your care plan.

Daily living in a nursing home

Moving house is often stressful and it may take time to settle into your new environment. Here’s what you can expect from life in a nursing home:

If you are thinking about moving into a nursing home, you’re likely to experience a massive range of emotions, varying from relief and excitement to uncertainty and apprehension.

Living in a nursing home will be different and it may take a little bit for you to settle into your new life.

It’s your home

There may be some ‘common’ areas that are shared with other residents, such as the dining room and lounge room, but your room is your own.

Nursing homes positively encourage you to bring personal items for your room, such as pictures, photos, ornaments, furniture throws and smaller pieces of furniture.

Find out prior to moving what extra personal belongings you can bring.

Social aspects and routines

The chances are you’ve moved from living in a house on your own or with a partner, so you’ll need to get used to a few more people being around. However, the choice is yours as to how social you want to be.

Nazareth Care

Aged care from the heart

Welcome to Nazareth Care Wynnum

When you enter Nazareth Care, you enter a unique world of warmth and belonging. We have been providing residential aged care to the community for over one hundred years. Driven by our core values, we understand the needs of the elderly – to be respected, treated with dignity and cared for with comfort and love.

Our experienced team deliver exceptional care to all our residents and support to their families. We provide consistency of care, with a team focus to support care needs, lifestyle and wellbeing.

Our residential aged care homes o er:

• Permanent and respite care

• Individual care plans, unique to the needs of each resident

• Clinical, social, emotional & spiritual support

• Dedicated memory support unit

• Mass held daily & regular services for other denominations

• Our sisters are available to provide pastoral care

Daily living

You can choose to be social in the communal areas and spend time with other residents or simply find a quiet corner or remain in your room to enjoy your own company.

Many nursing homes have strong links to the local community. You can choose to get involved with activities, such as meeting local school children or other people from other groups. As well as adjusting to new people, there may be some changes to your daily routines, such as slightly different meal and shower times.

Multiple activities

Nursing homes offer many social aspects and multiple activities, such as exercise classes, religious services/classes, bingo, arts and crafts, concerts and outings. It doesn’t mean you have to take part — you still decide what you want to do.

You can continue to enjoy your usual activities outside the nursing home, such as attending any regular classes or meeting friends in your favourite coffee shop.

Whether it’s reading or watching TV in your room, chatting with other residents or going to the cinema with friends, the choice of how you spend your time is yours.

Partners and pets

Some homes offer rooms for couples in the form of adjoining rooms, double rooms or even a single unit for couples. This means couples can continue living together even if they have different care and support needs.

While most homes do not allow residents to have their personal pets, many homes now have ‘live-in’ animals such as cats, rabbits, dogs and birds. Some nursing homes also arrange for a variety of animals to visit regularly.

Family and friends

Your family and friends are always encouraged to visit and depending on your health, you will be able to come and go as you please.

You can visit friends, enjoy family celebrations, go shopping and even go on holiday.

Many nursing homes also have special areas available for private functions. This means you can still hold special events for family and friends in your nursing home.

Going on a holiday

When you live in an aged care home, you can still go on a holiday.

You can leave the aged care home for up to 52 nights in a financial year, which is called ‘social leave.’

The government will continue to pay subsidies on your behalf to the aged care home and you still have to pay your daily fees and income tested fees.

If you are away for longer than 52 nights, the government will stop paying subsidies and you may be asked to pay any owing amounts to the aged care home.

The 52-night rule can’t be extended.

STEP 2

WHAT YOU NEED TO KNOW Preparation

There are a few things to organise before being ready for aged care services. Make a list of what support you’re currently getting, what you feel you need help with and key areas that are important to you in a provider that best align with your wishes and interests.

If you’re wanting to access government-funded supports, the first step in starting your aged care journey is to register with My Aged Care. This can be done online or via a phone call to the My Aged Care contact centre on 1800 200 422.

An operator will ask you a number of questions about your personal circumstances and care needs and set up a central client record.

Examples of the questions you may be asked are:

Are you currently receiving aged care services?

Are you getting support from a carer or family member?

Can you prepare your own meals and do housework?

Do you need assistance taking a shower or bath and do you need help getting dressed?

Are there any health concerns or did you have a recent fall?

Do you feel lonely or isolated?

Are there any safety risks in the home?

The aim of this screening is to figure out what needs and support you require and whether you are eligible for a further assessment in person.

Following this conversation you will be contacted by someone from either the Regional Assessment Service (RAS) or a local Aged Care Assessment Team (ACAT) for an assessment to determine your abilities and what level of care you require.

Here is a list of documents and information you should prepare for the assessment:

Medicare card and a form of identification, for instance, Department of Veterans’ Affairs (DVA) card, driver’s license, passport or healthcare card

Notes or referrals from your doctor

Information about previous home or aged care services you have received

Details about support you receive from family, friends or the community

Questions and information about aged care that you wish to discuss with the assessor, so you have a better understanding about services

Contact details of your doctor and any other health professionals you see regularly

Translator or Auslan interpreter if needed

Support person to be present for the assessment if you want

Other factors in preparing ahead of starting aged care services include organising your finances and getting advice about how you can pay for any support at home or a place in an aged care facility. It’s also worth making sure you collect medical records, have details about medication handy, have an Advance Health Directive in place and ensure your will is up to date.

Aged care checklist

When trying to decide which aged care home or service best suits your needs, a checklist is an excellent evaluation method.

Take note of your first impressions when you first call the nursing home or service. Are staff friendly and accommodating to answering your questions? When considering a nursing home, ask to tour the facility and speak to people already living in the care home. You may know someone who lives there or has a loved one at the facility — ask them about their experience. You may want to consider a short-term respite stay at the home. That way, you can experience what it is like to live in the facility before you make the final decision as to whether it is a place you would like to move into permanently.

Below are a number of questions to ask the provider when assessing the suitability of an aged care home, supported living facility or other service, to assist you in making your decision.

The provider

Is the provider for-profit or not-for-profit, church- or charity-based?

Do the owners/directors of the company have a health and/or aged care background?

When was the last time a complaint was made to the provider, what was it about and how was it dealt with?

Are residents and their families encouraged to have input into services offered and the quality of care?

The facility

Does the home look and smell fresh and appear sanitary?

Are the carpets and floor coverings clean?

Is the inside temperature comfortable?

Does the home meet safety regulations?

Is there good and clear signage throughout the facility?

Are there secure and interesting outdoor areas?

Are there spaces and activities to support people living with special needs, such as dementia?

Aged care checklist

Aged care checklist

Do the residents appear clean and neat?

Can you stay in the facility if your needs change?

The staff

Are the staff friendly and welcoming?

Do staff provide clear answers to your questions?

What is the mood of interaction between staff and residents?

Do staff look like they take their time with residents to give them personal attention?

What is the ratio of nurses/care workers to residents on weekdays, weekends and at night-time?

The room

Is it a single or shared room?

Is the room you’re shown the actual room you’ll be moving into or is it for display only?

Does the room have an ensuite or are the bathrooms shared?

Are there provisions for married couples?

How is the room allocation determined?

Is there access to a private phone line, internet connection or pay-TV?

How is the heating/cooling controlled?

What personal effects and furnishings can you bring to the home?

Are there provisions for safe storage of personal items?

Are there easily accessible alarm buttons in the room and how many?

Are staff respecting residents’ privacy — do they knock before entering a resident’s room?

Day-to-day living

Are there areas for families and friends to meet and celebrate special events?

Can family and friends take part in activities?

Are meals cooked on-site or delivered?

Are menus flexible and able to meet special requirements?

What types of individual and group activities are offered and how often?

Are there activities that include cultural and spiritual preferences?

Are there any activities organised together with the local community?

What special events are celebrated?

Does the facility have pets on-site or offer a pet visitation program?

Health and personal care

Is there a GP on-site or can you continue to see a physician of your choice?

How do staff administer and monitor residents’ medicine intake?

How are medical emergencies handled?

What other services, such as speech therapy and occupational therapy, are available on-site?

Is there a dietitian or nutritionist as part of the care team?

Does the facility have a wellness program?

How does the facility deal with end-of-life/palliative care?

Are any provisions, such as continence pads, rationed?

Financial

What are my payment options?

What is the breakdown of the payable fees?

Can you negotiate on the fees and how they are paid?

Costs of residential care

Aged care homes charge a range of fees to cover the cost of care, accommodation and living expenses and these can vary enormously between facilities, from resident to resident.

Understanding the rules and seeking specialist advice from an aged care financial advisor to minimise costs is recommended. See page 79 for more information on financial advice.

Both your income and financial assets affect your entitlements. The income and asset tests are combined, to ensure a consistent fees policy. This will address the issue of asset-rich, income-poor residents paying for all of their accommodation and nothing for care/the income-rich, assetpoor residents paying for their care, but not for accommodation.

The cost of care is divided into three parts — daily care fees, accommodation payments and a means-tested care fee.

Daily care fee

As a resident in an aged care home you are asked to pay a daily fee as a contribution towards the cost of care and living expenses, such as meals and refreshments, cleaning, laundry, heating and cooling, as well as social activities.

In addition, the daily fee contributes to the costs for personal care, including assistance with daily living such as bathing, dressing and toileting, assistance with mobility aids, therapy and certain medical and pharmaceutical services.

The maximum basic daily fee for all permanent residents who enter an aged care home is 85 percent of the maximum base rate of the Age Pension for a single person.

This is the same amount you will be charged if you’re staying in a nursing home for a temporary stay as a respite resident. It is generally adjusted each March and September at the same time as the Age Pension. As of March 2024, the maximum basic daily fee is $61.96 per day for all full pensioners and some part pensioners.

Depending on your income and level of care, you may also be asked to pay an income-tested fee as part of the daily fees. However, this does not apply to respite residents in aged care.

Costs of residential care

Costs of residential care

If you do receive income other than your pension, you will be assessed by Centrelink or Veterans’ Affairs if you are a veteran, to determine how much extra you can be asked to pay as an income-tested fee.

If you were a permanent resident in an aged care home, prior to 20 March 2008, you will continue to be subject to the pre-20 March 2008 rules governing the basic daily fee unless you are discharged from permanent aged care for a continuous 28 days.

Accommodation payments

Accommodation payments are different from daily care fees. They are used by the aged care home as capital funding to improve the quality of the buildings and services they provide.

Not everyone pays an accommodation payment. It depends on the value of your assets and income at the time of entry into care.

If you have more than $59,500 in assets and income, you can be asked to pay an accommodation payment, but you must be left with at least $59,500 in assets after your payment (rates as of March 2024).

Means-tested care fee

The means-tested care fee is an extra contribution on top of the other residential aged care payments, and the amount can differ from person to person.

The means-tested care fee will incorporate you financial assets and your income, and then determine how much you will be contributing to the cost of your personal and clinical care services.

This contribution amount can fluctuate depending on if your income or assets change.

There are annual and lifetime caps on the means-tested care fee. There an annual cap of $33,309.29 that will apply to your means-tested contribution to your care costs, together with a lifetime cap of $79,942.44 (March 2024 rates).

Depending on your personal financial situation, you may not have to pay this contribution towards the cost of your care.

How much will I pay?

If you can afford to, you will pay a basic fee of up to 85 percent of the maximum base rate of the Age Pension for a single person, a means-tested (your income and assets combined) contribution to your accommodation and a means-tested contribution to your care.

The maximum means-tested contribution will be allocated toward your accommodation payment until the full cost is paid and then toward your care fee.

Any income-tested contributions you may have made as a recipient of Home Care Packages will be taken into account in calculating lifetime care expenditure.

The family home will continue to be exempt from the aged care assets test if occupied by a spouse or other protected person.

Even when the value of your former home is included as an assessable asset, its value will be capped at $201,231.20 (March 2024 prices). It is only counted in determining your ability to pay for your accommodation.

Choose how you pay

When moving into an aged care home, if you have the capacity to contribute to the cost of your accommodation, you can now choose how you pay for it.

You have a choice of three options, however, if you start with one option and change your mind, you have up to 28 days from the date you move into the care home to decide how you wish to pay.

Payment option 1:

Refundable accommodation deposit (RAD)

This is a single payment made to the care home and works similar to an interest-free loan.

The balance of the deposit is guaranteed to be refunded when you leave the home, but only after any amounts which have been used to pay for agreed services have been deducted.

Payment option 2:

Daily accommodation payment (DAP)

In this option, you pay a periodic payment (usually on a monthly basis) for your accommodation; it is calculated based on the daily rate of the RAD.

To calculate the daily payment equivalent of the refundable deposit, the RAD is multiplied by the maximum permissible interest rate (MPIR) and divided by 365 days.

The MPIR is set by the government and is updated every three months –as of 1 April 2024, it is 8.34 percent.

The daily payment amount must be equivalent to the refundable deposit amount and is the maximum you can be charged per day for the room.

These periodical payments are not refunded when you leave the home.

Payment option 3:

Combination payment of RAD and DAP

If you wish, you can also choose to pay a combination of both a RAD and a DAP. For example, let’s assume the RAD is $400,000 but you want to only pay half of a deposit ($200,000) and the other as a DAP.

Use this formula to calculate the DAP:

(Balance of price x MPIR) / 365 = ($400,000 - $200,000) x 8.34% / 365 = $45.69 per day (MPIR from 1 April 2024).

Or use our easy to use fee estimator calculator on agedcareguide.com.au/nursing-home-fee-estimator

For further information, call My Aged Care on 1800 200 422 or Centrelink on 13 23 00, or discuss with a placement consultant or financial advisor.

Disclaimer - This information is a summary of the main provisions relating to aged care costs and while care has been taken to ensure that it is current on date of publication, it should not be taken as an authoritative source. Please phone 1800 200 422 for more complete, up-to-date information.

Costs of residential care

Managing the complications of aged care

Many older Australians take up an aged care bed within one month of being assessed for residential aged care. This is often triggered by an unexpected event, such as a fall or a decline in health.

The financial decisions surrounding aged care may be overwhelming, due to the different funding mechanisms that apply.

You may want to know more about your options, the associated costs, how your Age Pension may be affected and whether you need to sell your home.

These can be further complicated by the impact that a move to care has in terms of the pension paid by Centrelink and the fact that the family home is treated differently for pension purposes than for aged care purposes.

Throw in the payment/deposit system — refundable accommodation deposit (RAD) or a daily accommodation payment (DAP) — negotiating various fees with a facility, filling in Centrelink forms and things can quickly become overwhelming.

Just getting a basic understanding of what forms you need to complete, when to complete them and where to send them can be difficult.

By understanding the rules and being able to apply them to individual circumstances, financial advisors are able to save their clients thousands of dollars.

Things you ‘should not’ do

Decide to sell the home before understanding the Age Pension and aged care fee impact.

Choose how you will pay the aged care fees before understanding all of your options.

Make untested or inaccurate assumptions about your ability to meet the aged care costs.

Allow or enable the dominant family member to influence the decisions.

Incorrectly assume that all decisions must be made before you can get the care needed.

Instead, seek help from a certified financial planner who is experienced in aged care.

How an expert can help

The best financial strategies and options will depend on your specific circumstances, objectives and situation.

A financial advisor can help you focus on the information and issues that are important to you and your specific financial situation.

While every situation is different, there are some common elements of aged care financial advice which professional consultants often provide to their clients, including:

Strategies to fund accommodation payments

Financial modelling of multiple care options

Review and planning of tax implications

Maximising government pensions

Minimising nursing home fees

Negotiating with aged care facilities

Important questions to ask

Some important questions you should ask before engaging the services of a financial advisor include:

Do they specialise or have experience with aged care?

What licenses, credentials or other certifications do they have?

Will they provide their advice in ‘plain English’ and in writing?

Will they deal with the Department of Veterans’ Affairs or Centrelink?

How much do they charge?

Is the service a once-off or an ongoing service?

You should be open with your financial advisor about your financial situation and what assets are available, so your advisor can provide the best advice for your situation.

That is why, when choosing a financial advisor, you should also consider whether their decisions are considerate and measured as opposed to emotional or impulsive and actively listen.

Financial advice

What will it cost?

Fees will vary and it pays to contact a number of experts for a quote on their services so you can compare.

While financial advisor services do cost money, the amount they can save you in the long run can make the advice and services worth it.

Seeking help from an expert means they will be able to access all the benefits and schemes available for your situation that you may not have known about.

Financial counselling

If you’re experiencing financial difficulties and have little income, you may be able to receive free financial counselling services.

Operating from community organisations, financial counsellors can provide independent and confidential information, support and advice on a range of areas including consumer credit law, bankruptcy and debt collection laws, industry hardship policies and government concession frameworks.

A financial counsellor may also be able to assist in negotiations with financial groups and creditors or budgeting and referrals.

Financial counsellors offer practical advice to people facing economic hardship, unlike financial planners who focus on wealth creation strategies.

Peter Donovan CERTIFIED

0414 347 287

E peter@phase3rs.com.au

You can find free and confidential services from a financial counsellor near you through the government’s MoneySmart website, along with dedicated financial counselling services for Aboriginal and Torres Strait Islander peoples from anywhere in Australia. Financial counselling is also available for farmers and rural or regional businesses at risk of fiscal hardship.

Find out more about financial counselling services in your state or territory on financialcounsellingaustralia.org.au or call the National Debt Helpline on 1800 007 007 to speak to a financial counsellor over the phone.

A Suite 2B, Ground Floor 1990 Logan Road Upper Mt Gravatt QLD 4122 W www.phase3rs.com.au D 07 3189 3315

Disclaimer: The information in this book is general in nature and does not constitute legal or financial advice. Readers should seek their own personal

and financial advice from a suitably qualified

Estate planning

A well-prepared and executed estate plan can not only save your estate unnecessary costs in the future but can also save your loved ones from unnecessary stress after your death.

Estate planning is the process in which you discuss with a legal practitioner what you want to happen with your estate, known as your assets, when you die.

It is a plan that involves you considering who you want to be in charge of your will, who you want to benefit from your estate, your funeral wishes and who you want to look after your financial and personal/health matters if you were to lose capacity during your lifetime, for example, by way of dementia or stroke.

Effective estate planning ensures your assets are protected and distributed to the right people according to your wishes.

A properly drafted, up-to-date will is the only way that you can be sure your assets will be dealt with as you wish when you die.

Executors and administrators

In Queensland, you must name an executor of your will who will carry out the terms you have laid out in your will after you die.

The executor of the estate can apply for a probate from the Supreme Court for permission to take control of the estate.

This means that the court has recognised the will as legally valid and will allow you to deal with the estate.

You don’t always need to get a probate, however, there can be situations where you may require a grant of probate. For example, an organisation may not release assets of the estate if they do not first see a grant of probate.

It’s important to update your will regularly, for instance, if you get married your will is automatically revoked.

On the other hand, getting a divorce does not revoke your will but it does prevent them being appointed as a trustee or receiving any gifts through your estate.

In Queensland, if you die without a valid will, your estate will be treated as an ‘intestate’ and the Public Trustee will be responsible for the estate unless someone is granted a letters of administration.

The only way to ensure that your loved ones are protected is to obtain proper legal advice regarding your estate planning.

To find out more information, visit the website of the Queensland Public Trustee at pt.qld.gov.au or contact the Queensland Office of the Public Guardian on publicguardian.qld.gov.au

planning

Getting assessed

WHAT YOU NEED TO KNOW

Getting assessed

The aged care assessment will help decide what level of support you require. Your assessor will best be able to help you if you provide lots of information about yourself and what day-to-day tasks you struggle with.

The assessment will be done by a social worker, nurse, doctor or other health professional and can take an hour or so.

If the My Aged Care contact centre believes that you are eligible for basic home support you will be assessed by a professional from the Regional Assessment Service (RAS).

If you require higher care support, a member of an Aged Care Assessment Team (ACAT) will visit you at home to assess you for a higher level of support at home to meet your needs or a place in a residential care home.

What should you prepare?

Some of the documents and information you should collect before your assessment include:

Medicare card and a form of identification, for instance, Department of Veterans’ Affairs (DVA) card, driver’s licence, passport or healthcare card

Notes or referrals from your doctor

Information about previous home, community or aged care services you have received

Details about support you receive from family, friends or the community

Prepared questions and information about aged care that you wish to discuss with the assessor so you have a better understanding about services

The contact details of your doctor and any other health professionals you see regularly

A translator or Auslan interpreter arranged if you require one

A support person to be present for the assessment if you want one

During a face-to-face assessment, an ACAT assessor will visit you in your home to get to know you and your circumstances and determine the types of support you need.

The assessor will ask you a number of questions about any supports you receive, your current lifestyle, any health concerns or chronic illnesses, how you deal with tasks at home, if you are struggling with any cognitive issues or memory loss, whether you are struggling at home or have concerns about personal safety, in addition to any activities you engage in with family or in the community.

Getting assessed STEP 3

Assessments explained

Topics that might be covered or that you may want to bring up during your assessment include your: medical history;  living arrangements; support network; existing forms of support and services; cognitive and behavioural functions; ability to perform daily tasks; health and lifestyle concerns.

Be open and transparent about your wishes and what you believe will be of assistance around the home. They might also ask for your permission to talk with your doctor or specialist about the impact of any health conditions on your day-to-day life.

The assessment is also an opportunity for you to ask questions — if you don’t understand something, make sure you clarify with your assessor You shouldn’t be leaving your assessment confused or stressed.

Some of the questions you may want to ask are:

What are my rights and responsibilities during this assessment process?

What services are available in my area?

Are there support options available for my carer?

What financial assistance am I eligible to receive?

Are there culturally appropriate services in the area?

Who can I contact if I have any questions after the assessment?

If you don’t want to receive government-funded home care or go into government-funded aged care, then that is perfectly fine. There are private providers who don’t require any assessment to receive care or enter their facilities. However, you can’t receive government funding to pay for your stay in a private nursing home.

How long does it take?

The ACAT assessment will take around an hour and at the end of the meeting the assessor will discuss the results of the assessment with you. They will review the information you have provided to determine what support option best suits you.

You will receive a letter within two weeks of your assessment to let you know if you have been found eligible for aged care services. This letter will also detail the types of services you will be able to access and any further information about how to access these supports.

If your situation is urgent, it may only take a couple of days before you get confirmation of approval for aged care.

You’ll be given a referral code linked to the type of service you are eligible to access. The service provider or aged care home of your choice will need this referral code to access your information with My Aged Care and manage the referral. They’ll also be able to access the funding allocated to you.

When you’re ready to start looking for providers to deliver the support services you have been found eligible for, you can use our online directory at AgedCareGuide.com.au for a comprehensive overview of the care options and care providers available near you.

Being approved for funded supports doesn’t always mean you will be able to access services straight away. You may need to wait until a suitable package or place in an aged care home comes available, and wait times can range from a few weeks to a number of months.

What if I’m unhappy with my assessment results?

You have the final decision to accept or reject an ACAT recommendation.

If you are unhappy with the recommendations, first talk with the person in charge of the ACAT; most concerns can be resolved this way.

If you can’t come to an agreement, you can appeal the decision and have the assessment reviewed.

To have the decision reviewed, you must write to the Secretary of the Australian Department of Health within 28 days of your assessment letter arriving. The request should be answered within 90 days with a decision.

If you do not agree with the secretary’s review, you can escalate the matter further by contacting the Administrative Appeals Tribunal.

While asking for a review by the secretary is free, the Administrative Appeals Tribunal does incur a charge.

Getting assessed

Finding providers

STEP 4 WHAT YOU NEED TO KNOW Finding providers

Once you have been assessed and approved for government-funded aged care, either for services in your own home or a place in an aged care home, you can start the process of finding a provider that suits your needs.

Your letter from My Aged Care confirming you are ready to start accessing services will include a referral code linked to the type of service you are eligible to access. If you need the support of multiple services, you will be given multiple referral codes, one for each service.

The service provider or aged care home of your choice will need this referral code to access your information with My Aged Care and manage the referral. They’ll also be able to access the funding allocated to you.

Choosing which provider to trust with providing support is an important and personal decision — one that you want to think carefully about and shouldn’t rush.

You may want to start by writing down what you are looking for in a provider and what is important to you. Are low fees important to you or would you like a provider who can support your cultural needs? If accessing home care, do you want the same support worker to assist you each time and do you want to receive support on specific days or are you more flexible with time?

It’s a good idea to discuss your wishes and options with your family and support network, as they may be able to help you research, provide independent opinions on providers or share personal experiences.

It’s useful to create a shortlist of providers in your local area, which may help narrow down your search.

When considering a potential provider, take your time to do some research:

Look at the provider’s website, social media pages and online reviews.

Check out their credentials, such as quality certifications and industry awards.

Do they have any past or present sanctions or notices of non-compliance?

You can ask them directly or check the government’s non-compliance finder tool at myagedcare.gov.au/ non-compliance-checker.

You can use this Guide or the AgedCareGuide.com.au directory online to search for service providers in your area that meet your requirements.

Finding providers

Choosing a provider

If you aren’t comfortable finding or choosing a provider by yourself, there are experts who can help you find a nursing home that suits your needs and preferences. A placement consultant has knowledge of local aged care facilities and can make the process of entering aged care smoother. Find a placement consultant on AgedCareGuide.com.au or call 1300 606 781 to access placement services.

Once you have chosen a provider, you will need to contact them to start the home care services you need or to be placed on their waiting list for a bed vacancy. During this conversation, it is also essential to discuss fees and services with your new provider so you know how much the support or aged care bed is going to cost.

Choosing a provider

When looking into home care services, here are some things to investigate and ask the provider you are considering:

Do they service your area?

Is the company Australian-owned?

Is it independent or part of a franchise?

Do the owners / operators have experience in home care?

Does the company have appropriate insurance?

Does the company comply with Australian tax law? For example, does it charge GST appropriately?

Do they provide documents about financial arrangements before service begins?

Do they have a service agreement? It is important so that there’s no misunderstanding about the service and cost to be provided.

Are they flexible? After all, it is all about you.

What are their recruitment processes?

Is there a criminal background check performed prior to employment with an agency?

Does the company provide workers compensation for employees? This is important so that you are not responsible for any injuries that occur on the job.

How do they determine appropriate staff for your needs? If a company asks where you live and then offers you staff before even hearing about your needs, you can be reasonably assured they allocate based on location as a priority.

Is it possible to interview potential carers and make a selection after those interviews?

Do you get to decide what times and days suit your needs?

What is the minimum shift length?

Do they have male/female workers and can they cater for specific cultural backgrounds?

Who will be working in the home? Will there be regular staff providing continuity of care or do they change shifts around?

Is there a professional staff member, such as a registered nurse, who liaises with you to create a plan that meets your needs?

Who is the organisation’s main contact for you?

Do you meet a manager / owner and then never hear from them again? What additional support is offered within the cost of your care? For example, are they available 24/7?

You’ll find a list of in-home care service providers from page 97 in this Guide or visit AgedCareGuide.com.au to find providers servicing your location.

A placement consultant makes your job easier

Needing to place a loved one into an aged care home can be a highly stressful event for families and carers.

You might think it’s a lack of information or understanding , but it’s because you are both the carer and the person emotionally involved, as well as the decision maker.

This process can be eased significantly with the help of an aged care placement consultant who can take control of the running around, paperwork and planning.

Moving into residential care is a situation most people postpone for as long as possible until the point of necessity, often leaving little time to organise everything.

If some initial planning were to be undertaken it could soothe the transition and reduce the stress at what is a critical turning point in people’s lives.

Placement consultants

Planning should include obtaining information on the financial implications of entering residential care, gaining information on the facilities available in your area and ensuring wills, powers of attorney and guardianship are up-to-date.

A placement consultant can take over a lot of the stress of searching for and transitioning into an aged care home. These professionals can also assist you in finding a bed placement more promptly because of their connections with aged care providers and services.

How a placement consultant can help

Every single transition to aged care is unique and a placement consultant will take several things in consideration to make sure the advice is right for your circumstances:

Are you looking for care options for a single person or a couple? Is there a physical condition that is deteriorating, are mental faculties and awareness impaired? Is there acceptance or understanding of this part of the journey? What are the family dynamics around the placement decision and the impact on everyone involved?

Having extensive knowledge of facilities in their area, as well as the placement process, an aged care placement consultant can often find a home faster, and one that is specially suited to your requirements.

Through their established relationships with aged care homes, they are familiar with the culture of each home and, most importantly, they have advanced knowledge when vacancies become available.

By knowing the culture of each facility and getting to know you, placement consultants can determine which homes would best suit your needs and preferences, and make prior applications to these homes.

Without the assistance of an aged care placement consultant, you or your carer would need to constantly phone the facilities of your choice to demonstrate your eagerness and commitment to obtaining a bed in that home.

Negotiate and advocate for you

The aged care placement consultant advocates on behalf of you and your family and is able to assist with the whole assessment process. They also complete all the necessary paperwork and application forms for entry into an aged care home which is helpful, as the applications can be quite daunting. They may suggest seeking financial advice where required.

An aged care placement consultant helps share the load at this crucial time, can significantly speed up the time it usually takes to find a placement at a suitable home, thereby easing the transition into residential care.

Be sure about your expectations of service and what the placement consultant is able to provide, including: Face-to-face family meetings to discuss your situation and a respect for the emotions of all the family members involved

Support and recommendations that cater for the specific requirements of your family and loved one

Counsel that prioritises family sensitivities, needs and special requests, before asking how much money is available and getting the status of the financial situation

Practical assistance with urgent placement situations — which they often are — where reducing the typical waiting times or arranging respite care is a necessity

Choosing a placement consultant

There are many qualified placement consultants within Queensland who can help you in your aged care journey.

When you’re choosing a placement consultant to support you through the aged care transition, look for someone who is an expert in building and nurturing relationships, who is unbiased and independent and has no business investment or alignment with any aged care facility.

An independent professional is able to provide guidance based entirely on your individual circumstances, not biased by commission or kickbacks from any particular facility or provider.

Choose an advocate who will ease your concerns, supporting your family with all aspects of this transition, allowing you to focus on your loved one. Placement consultants are most happy for you to call them for a chat and understand you may talk to a number of them before making your choice. You can be open in your discussions because, as health professionals, they have a policy of confidentiality.

Their professional fees may differ and it is reasonable to advise them if you are working to a budget.

Some placement consultants charge by the hour, whilst others offer a package of services for one fixed price. Ensure that you are advised of all the possible fees and costs up front.

We make finding the right nursing home placement for your family stress free.

Placement consultants

Providing independent, professional assistance with all aged care options, covering Northern New South Wales & South East Queensland, including Toowoomba

• 100% independent –no commissions

• Fully disclosed fixed fee

• Confidential meeting

• Explanation of all related costs

• Completion of all documentation including Centrelink/DVA/QCAT forms

• Unique comprehensive facility report

• Submission and follow up of all applications

• Coordination of admission

• Post placement follow up service

• Proudly QLD owned & operated

Placement consultants

Finally, make sure you feel comfortable talking with the placement consultant, because your professional relationship will rely on them understanding what you want and organising the appropriate care services to meet those needs.

Resolving family disputes

Placing a family member into care can be life-changing. There are many factors — physical, social, psychological and financial — that may arise which families sometimes find too difficult to cope with by themselves.

Each family member may want their opinion to be considered when it comes to making important decisions. There are specialist health professionals who offer independent, non-judgmental services, which can explore the subtleties of each situation and offer caring support in addition to counselling and conflict resolution.

Feelings of guilt

The journey into aged care is often a challenging and emotional time. Not only for you, the person going into care, but also for family members who have sometimes cared for their loved one for a long time.

You may feel rejected and unloved, scared to take the step of going into care and worry you’ll lose your independence.

At the same time, many family members feel guilty about not being able to look after their loved one anymore. They feel overwhelmed by the aged care system and can’t give the assistance that is required.

Finding professional support may relieve you from negative beliefs and provide you with coping skills which can ease the difficult journey towards placing a loved one in care.

Some placement consultants offer counselling as part of their services or may be able to refer you to a counsellor.

You can find placement consultants in the products and services directory on page 159 or search on AgedCareGuide.com.au.

Case management

The case management process uses a comprehensive approach to identify and implement health and social care services to optimise your health, quality of life and active participation in the community.

Case management may be short- or long-term or episodic. It plans for both current situations and your long-term needs.

Case managers work in partnership with you, your carer and family, as well as other service providers to develop and implement individualised care plans and strategies best suited to your needs and goals.

Health-based case managers are usually a nurse, social worker or allied health professional.

Community-based case managers generally have skills from a range of disciplines such as social workers, behavioural science, allied health or nursing.

If you are eligible for a government-funded care package, case managers are often assigned through your service provider as part of your Home Care Package or home care services.

However, If you have complex and multiple needs and you’re looking at different care options or you would prefer not to use a government-funded package, you may choose to use the services of a private case manager.

Private case management services are supplied by experienced, tertiary-qualified case managers, to provide support services and coordination across a wide range of community and supportive health services.

Waiting periods for private case management are generally reduced compared to some government-subsidised services.

The duration of private case management is flexible and may be short-term or ongoing, depending on your needs.

How much does it cost?

The service of a private case management is not government-subsidised in any way, so you will be charged for all services.

Hourly rates vary between private case management organisations, so always ask for a breakdown of costs before employing them.

Generally, an invoice for all care services purchased on your behalf will be provided to you each month.

Many case managers offer no-lock-in contracts, meaning care can be arranged for one, several or many ongoing visits and you only pay for what you use.

Care planning

The aim of care planning is to provide appropriate and coordinated care that you have control over. Care plans are person-centred and prioritise the needs identified in the comprehensive assessment.

The case manager implements the care plan and this may include identifying support services that other community care agencies will provide.

Services may include the purchase or hire of equipment or installation of assistive aids, such as bathroom rails, and negotiating with support agencies for delivery of services.

The case manager also monitors each individual to ensure the service provision is effective and financially accountable, to identify changes and make adjustments to the care plan if needed.

Placement consultants

Council (LGA) reference index

The tables below provide you with an alphabetised list of LGAs and the page reference where you can find details about Home Care Packages and aged care homes in that local government area (commonly referred to as a Council District).

Alpha 115-120

Aramac 115-120

Aurukun 115-120

Balonne 115-120 138

Banana 115-120 138

Barcaldine 115-120 138

Barcoo 115-120

Blackall-Tambo 115-120 138

Boulia 115-120

Brisbane 106-113 124-128

Bulloo 115-120

Bundaberg 115-120 138

Burdekin 115-120 138

Burke 115-120

Cairns 115-120 139

Carpentaria 115-120 139

Cassowary Coast 115-120 139

Central Highlands 115-120 139

Charters Towers 115-120 140

Cherbourg 115-120 140

Cloncurry 115-120

Cook 115-120 140

Croydon 115-120

Diamantina 115-120

Doomadgee 115-120 140

Douglas 115-120 140

Etheridge 115-120

Flinders 115-120

Suburb & town reference index

A list of suburbs and the page references where all the aged care homes in that suburb are listed. If a suburb/town is not listed, please refer to the next closest suburb.

Suburb / Town Page

Acacia Ridge 124

Albany Creek 132

Alexandra Headland 135

Alexandra Hills 134

Algester 124

Allora 144

Alpha 138

Annandale 146

Annerley 124

Arundel 128

Ashgrove 124

Ashmore 128

Aspley 124

Atherton 144

Ayr 138

Bald Hills 124

Barcaldine 138

Bardon 124

Bargara 138

Beachmere 132

Beaconsfield 142

Beaudesert 135

Beerwah 135

Bellmere 132

Benowa 128

Bethania 131

Biggenden 143

Biggera Waters 128

Biloela 138

Birkdale 134

Birtinya 135

Blackall 138

Bli Bli 135

Bongaree 132

Boonah 135

Boondall 124

Boronia Heights

Bowen 147

Boyne Island 141

Brassall 131

Bray Park 132

Brighton 124

Brookfield 124 Suburb

Suburb & town reference index

Suburb

Manly

Maroochydore

Meridan

Mitchelton

In-home Care Services

See

In-home Care Services

See Definition of Terms pages 160 -161

In-home Care Services

In-home Care Services

See Definition of Terms pages

In-home Care Services

See

Abbreviations

(HC) High Care

(LC) Low Care

AC Aged Care

ACAT Aged Care Assessment Team

ACF Aged Care Facility

Aged Care Service Aged Care Service(s)

Apts Apartments

Assoc Association

ATSI Aboriginal, Torres Strait Islander

Avail Available

CALD Culturally and Linguistically Diverse

CBC Centre Based Care

CC Community Care/Care Community

CDC Consumer Directed Care

CHSP Commonwealth Home Support Programme

Cncl Council

Cnr

or H/Care

H/Serv

Home Care Packages directory –approved providers

Home Care Package approved providers deliver home care and support services to members of the community who live at home.

If you’ve been approved for a government-funded Home Care Package of any type you may approach any approved Home Care Package provider to provide the services you need.

Some providers may only provide services in one region while others can service multiple areas. On the following pages you’ll find alphabetical lists of approved providers in Greater Brisbane Metropolitan.

To help you know which approved providers offer services in a certain region, we’ve included coloured bars down the left hand side of the directory pages.

The reference tables are organised in five regions: Brisbane, North Coast, North West, South Coast and Southern.

The list below is a quick reference guide to help you find in which group council districts are listed. For example: Redland LGA is grouped under South Coast.

Page 105 is a colour-coded map of Queensland to show you which council districts are grouped together.

An explanation of used icons and how to read the HCP tables can be found on page 104.

How to read the HCP tables

The table on the next few pages lists approved HCP providers in alphabetical order, detailing the HCP levels they offer and if they offer any package supplements.

Ethnicity, country or cultural groups listed under ‘Notes’ applies to all package levels in that row. If service providers have an advertisement in this Guide, then the page number of the advert is listed in red under ‘Advert Page’. The ‘DPS Web ID’ number can be used as a unique identifier to find out more information on AgedCareGuide.com.au.

The same type of care and services are provided under each HCP level of care, and these may include transport, domestic assistance, social support, personal care, home maintenance, home modification, nursing care, food services and medication assistance.

The hours of care are increased at each level of care, i.e. more hours of care and services are provided under HCP Level 4 and the least under HCP Level 1.

Package supplements, like the Dementia Supplement Zand the Veterans’ Supplement R, are offered to eligible persons only Some packages are specifically for people who are financially or socially disadvantaged e, people with housing needs or at risk of homelessness Y or for people who live in rural or remote areas t. The cultural environment g indicates providers offering services for people from culturally diverse backgrounds.

Based on your care needs, an ACAT assessment will determine what level of care you are eligible for and if any supplements apply to you.

8

General packages suitable for all eligible clients

Z

Packages for people with dementia

These icons help you find the packages that are most suitable for you. g Cultural environment

e

Packages for people who are financially or socially disadvantaged

Y

Packages for people with housing needs and at risk of homelessness

t

Packages for people who live in rural, remote or isolated areas

R

Packages for veterans

Local government areas (state maps)

This map provides you with a geographical reference to the LGA areas in Queensland.

General packages suitable for all eligible clients

Packages for people with dementia

These icons help you find the packages that are most suitable for you.

Packages for people who are financially or socially disadvantaged

Packages for people with housing needs and at risk of homelessness

Packages for people who live in rural, remote or isolated areas

Packages for veterans

General packages suitable for all eligible clients

A

Packages for people with dementia

These icons help you find the packages that are most suitable for you.

Packages for people who are financially or socially disadvantaged Y

Packages for people with housing needs and at risk of homelessness

Packages for people who live in rural, remote or isolated areas

Packages for veterans

General packages suitable for all eligible clients

Packages for people with dementia

These icons help you find the packages that are most suitable for you.

Packages for people who are financially or socially disadvantaged Y

Packages for people with housing needs and at risk of homelessness

Packages for people who live in rural, remote or isolated areas

Packages for veterans

Arabic, Bosnian, CALD, Muslim, South African, Turkish

H O M E C A R E P A C K A G E S

Home Care Packages directory –approved providers

Home Care Package approved providers deliver home care and support services to members of the community who live at home.

If you’ve been approved for a government-funded Home Care Package of any type you may approach any approved Home Care Package provider to provide the services you need.

Some providers may only provide services in one region while others can service multiple areas.

On the following pages you’ll find alphabetical lists of approved providers, in Regional Queensland.

To help you know which approved providers offer services in a certain region, we’ve included coloured bars down the left hand side of the directory pages.

The reference tables are organised in four regions: Central, Far North, North, South West.

The list below is a quick reference guide to help you find in which group council districts are listed. For example: Mount Isa LGA is grouped under North.

Page 105 is a colour-coded map of Queensland to show you which council districts are grouped together. An explanation of used icons and how to read the HCP tables can be found on page 104.

Council District Region

Alpha Central

Aramac Central

Aurukun Far North

Balonne South West

Banana Central

Barcaldine Central

Barcoo Central

Blackall-Tambo Central

Boulia Central

Bulloo South West

Bundaberg Central

Burdekin North

Burke Far North

Cairns Far North

Carpentaria Far North

Cassowary Coast Far North

Central Highlands Central

Charters Towers North

Cherbourg South West

Cloncurry North

Cook Far North

Croydon Far North

Diamantina Central

Doomadgee Far North

Douglas Far North

Etheridge Far North

Flinders North

Fraser Coast Central

Gladstone Central

Goondiwindi South West

Gympie South West

Hinchinbrook North

Hope Vale Far North

Isaac North

Issac Central

Jericho Central

Council District Region

Kowanyama Far North

Livingstone Central

Lockhart River Far North

Longreach Central

Mackay North

Mapoon Far North

Maranoa South West

Mareeba Far North

McKinlay North

Mornington Far North

Mount Isa North

Murweh South West

Muttaburra Central

Napranum Far North

Noosa South West

North Burnett Central

Northern Peninsula Far North

Palm Island North

Paroo South West

Pormpuraaw Far North

Quilpie South West

Richmond North

Rockhampton Central

South Burnett South West

Southern Downs

South West

Tablelands Far North

Toowoomba South West

Torres Far North

Townsville North

Weipa Far North

Western Downs South West

Whitsunday North

Winton Central

Woorabinda Central

Wujal Wujal Far North

Yarrabah Far North

General packages suitable for all eligible clients

A

Packages for people with dementia

These

Packages for people who are financially or socially disadvantaged

Packages for people with housing needs and at risk of homelessness

Packages for people who live in rural, remote or isolated areas

Packages for veterans

These

Packages

Packages

Packages

Packages

Packages for veterans

General packages suitable for all eligible clients

A

Packages for people with dementia

These

Packages for people who are financially or socially disadvantaged

Packages for people with housing needs and at risk of homelessness

Packages for people who live in rural, remote or isolated areas

Packages for veterans

Aged Care Assessment Team Regions

Residential How To Read & Icon Definitions

Explanation of how to use the residential tables and icons representing different services

Aged Care Homes (Residential Care Listings)

Residential aged care facilities listed by councils (LGAs) and then suburbs

Metropolitan aged care homes

Regional Queensland

Culturally Appropriate Services

List of culturally appropriate services referenced by their cultural group

Aged Care Homes

Home Care Packages

Centre-based Care

–147

–137

List of respite, services and activities for social/recreational support in a ‘centre setting’ Day Therapy Centres 157 –158

List of allied health/therapy services for physical/psychological support in a ‘centre setting’ Products & Services (Advertisers only) 159

List of organisations that provide aged care related services & products for consumers and industry users

Definition of Terms

Organisation & Business Index (Advertisers only) 180

List of advertising organisations’ contact details and the products/services they provide Index 184

DISCLAIMER: The information listed in the following pages were compiled by DPS Publishing using a range of sources including Government departments, Aged Care Assessment Teams, Aged Care Providers, publicly available information, the DPS Publishing database and checked via telephone and online questionnaires. You can visit AgedCareGuide.com.au for the most up to date details. For further information contact the individual provider. The information contained in the Location and Information Guide should be used as a guide only. DPS Publishing takes no responsibility for the accuracy of the information contained within the Aged Care Guide.

ACAT Regions

Aged Care Assessment Team (ACAT) are responsible for all assessments for government-funded residential aged care and Home Care Packages. This list provides you with the council/local government area that each ACAT services. All assessments are coordinated through My Aged Care. Call 1800 200 422 to organise your assessment.

METROPOLITAN AREAS

Gold Coast ACAT

Gold Coast, Logan (part), Scenic Rim (part)

Metro North ACAT North Lakes Moreton Bay

Metro North ACAT Nundah Brisbane (Central, North & South)

Metro South ACAT

Brisbane (South), Logan (part), Redland West Moreton ACAT

Cherbourg, Ipswich, Lockyer Valley (part), Scenic Rim (part), Somerset, South Burnett

REGIONAL AREAS

Central West ACAT

Barcaldine, Barcoo, Blackall-Tambo, Boulia, Diamantina, Longreach, Winton

REGIONAL AREAS continued

Far North Queensland ACAT Cairns

Aurukun, Cairns, Cook, Douglas, HopeVale, Kowanyama, Lockhart River, Mapoon, Napranum, Northern Peninsula Area, Pormpuraaw, Torres, Weipa, Wujal Wujal, Yarrabah

Far North Queensland ACAT Innisfail

Cassowary Coast

Far North Queensland ACAT Tablelands

Croydon, Etheridge, Mareeba, Tablelands

Fraser Coast ACAT

Bundaberg, Fraser Coast, North Burnett (includes Wide Bay)

Mackay ACAT

Central Highlands (part), Isaac, Mackay, Whitsunday

Mount Isa ACAT

Burke, Carpentaria, Cloncurry, Doomadgee, McKinlay, Mornington, Mount Isa

Rockhampton ACAT

Banana (part), Central Highlands (part), Gladstone, Livingstone, Rockhampton, Woorabinda

Roma ACAT

Balonne, Bulloo, Maranoa, Murweh, Paroo, Quilpie

Sunshine Coast ACAT

Gympie, Noosa, Sunshine Coast

Toowoomba & Darling Downs ACAT

Banana (part), Goondiwindi, Lockyer Valley (part), Southern Downs, Toowoomba, Western Downs

Townsville ACAT

Burdekin, Charters Towers, Flinders, Hinchinbrook, Richmond, Townsville

Contact phone number for all offices: 1800 200 422

How to read the residential tables

Residential icon definitions

Icons in the residential listings represent various types of services available in aged care facilities.

Booked Respite Beds — Dedicated respite beds that should be booked in advance. Prior assessment by an Aged Care Assessment Team (ACAT) is required.

Extra Services — A service offering a ‘higher’ standard of accommodation, including increased entertainment and food choices at an additional cost to the resident.

Pets on Premises — The facility owns dogs or cats that are able to interact freely with residents. Some facilities may consider you bringing your small pets.

Secure Dementia Unit — Safe and secure wing or unit of the aged care facility offering specialised care to those living with dementia.

Secure Garden — An onsite secure gated garden for residents (especially those with dementia) to enjoy for recreation or therapy.

Specialist Palliative Care — Specialised care services for those nearing the end of their life in an aged care facility. Staff are trained in pain management and other palliative care measures. Transition Care Beds — A bed-based service allowing older people more time and support post-hospitalisation in a ‘non-hospital’ environment to optimise their functional capacity.

Culturally Specific — Care services catering to the needs of those from non-English speaking or culturally and linguistically diverse backgrounds. Seldom exclusive, for example, all people are welcome. The home has special knowledge of the referenced culture or group.

Retirement Living Onsite — Retirement living services/village co-located on the same geographic site as the aged care facility.

Queensland Residential aged care homes

Councils (LGAs) and then Suburbs

BRISBANE

Acacia Ridge 4110

Algester 4115

Annerley 4103 TriCare

Ashgrove 4060

Aspley 4034

4036

Bardon 4065

4034

4017

4069

4171

4116

4152

4152

4034

4068

BRISBANE continued

BRISBANE Council continued

Chermside 4032

Chermside West 4032 TriCare

Coorparoo 4151

Corinda 4075

Drewvale 4116

Durack 4077 Oxley Grove

Eight Mile Plains 4113

Ferny Grove 4055

Forest Lake 4078

Fortitude Valley 4006

Villa Maria - Fortitude Valley

Geebung 4034

Hamilton 4007

Highgate Hill 4101

Holland Park 4121

Holland Park West 4121

Regis

Indooroopilly 4068

Berlasco

Kangaroo Point 4169

4069

Keperra 4054

Lutwyche 4030

Manly 4179

Anglicare SQ

Manly West 4179

4053

Morningside 4170

4122

East 4122

Mount Ommaney 4074

New

Newmarket 4051

Newstead 4006

Nudgee 4014

Nundah 4012

Oxley 4075

Parkinson 4115

BRISBANE

Pinjarra Hills 4069

Rocklea 4106

Rosalie 4064

Salisbury 4107

Sandgate 4017

Seven Hills 4170 Arcare

Taigum 4018

The Gap 4061

Toowong 4066

4178

Benowa 4217

Biggera Waters 4216

GOLD COAST

continued

GOLD COAST Council continued

Burleigh Heads 4220 Ozcare Ozanam

Burleigh Waters 4220

Clear Island Waters 4226

Coolangatta 4225

Waters 4223

Elanora 4221

Mudgeeraba 4213

Parkwood 4214

Note: 1. Younger adults with

GOLD

Pimpama 4209

4226

Tallebudgera 4228

Tugun 4224

Upper Coomera 4209

Varsity Lakes 4227

IPSWICH to

LOGAN IPSWICH Council Brassall 4305

4305

4305

Ipswich 4305

4305

4305

4303

VALLEY Council Gatton 4343

Council Bethania 4205

4130

LOGAN

LOGAN Council

Eagleby 4207

Landing 4207

Greenbank 4124

4118

Jimboomba 4280

4114

4133

4207

to MORETON BAY

Slacks Creek 4127

4127

4114

BAY Council

Albany Creek 4035

Beachmere 4510

Bongaree 4507

Bray Park 4500

4505

Burpengary East 4505

Hills 4055

Kallangur 4503

4021

4501

4506

MORETON BAY continued to REDLAND

Narangba 4504

4020

Rothwell 4022

4020

4512

4514

4159

4161

Capalaba 4157

4183

Redland Bay 4165

REDLAND continued to SUNSHINE COAST

Point 4160

RIM Council

Beaudesert 4285

4310

Kilcoy 4515

Lowood 4311

4313

SUNSHINE COAST Council

Alexandra Headland 4572

4519

Birtinya 4575

Bli Bli 4560

4556

SUNSHINE COAST

4552

4551

4551

SUNSHINE COAST

4555

Peregian Springs 4573

Sippy Downs 4556

4564

Note:

BALONNE continued to BURDEKIN

4487

4715

4420

4719

4724

4725

Blackall 4472

Bargara 4670

4670

CAIRNS to CENTRAL HIGHLANDS

CAIRNS Council

Cairns 4870

4878

Hill 4870

4869

Gordonvale 4865

Beach 4879

Mooroobool 4870

4870

4870

4868

4870

4890

CASSOWARY COAST Council

Cardwell 4849

Innisfail 4860

Tully 4854

Emerald 4720

Springsure 4722 Springsure

CHARTERS TOWERS to FRASER COAST

CHARTERS TOWERS

Charters

4820

4820

4605

COOK Council

Cooktown 4895

Doomadgee 4830

4873

4650

4655

4650

4655

4650

4655

FRASER COAST continued to ISAAC

4655

Council

Boyne Island 4680

4680

4680

Council

Gympie 4570

Bay 4580

Council

Ingham 4850

Trebonne 4850

Vale 4895

Council

4721

LIVINGSTONE to MORNINGTON

LIVINGSTONE Council

Yeppoon 4703

Zilzie 4710

4730

Beaconsfield 4740

4740

4740

4754

4740

4737

Roma 4455

Surat 4417

4880

Gununa 4871

MOUNT ISA to ROCKHAMPTON

Mount Isa 4825

4825

4470

Cooroy 4563

4567

4566

4565

Biggenden 4621

Eidsvold 4627

Gayndah 4625

Monto 4630

4626

Palm Island 4816

Council

Gracemere 4702

Kawana 4701

Mount Morgan 4714

ROCKHAMPTON continued to TABLELANDS

4615

4606

4362

4373

Stanthorpe 4380

4370

Atherton 4883

4887

Malanda 4885

TOOWOOMBA

Clifton 4361

Cranley 4350

Crows Nest 4355

4350

4352

Kearneys Spring 4350

4350

Oakey 4401

Pittsworth 4356

Rangeville 4350

Rockville 4350

Toowoomba 4350

4350

TOOWOOMBA Council

Toowoomba City 4350

Thursday Island 4875

4814

Burdell 4818

4815

Douglas 4814

4811

4817

4814

4812

Pimlico 4812

4810

4810

Weipa 4874

Chinchilla 4413

4405

4410

WESTERN

4421

Bowen 4805

Council

4804

4800

Council Woorabinda 4713

YARRABAH Council

Yarrabah 4871

Aged Care Homes with Extra Services

Advertisers only listed below All extra service providers are also listed in the directory on pages 124 –147

Culturally appropriate aged care homes

Table of aged care homes/residential care facilities offering culturally appropriate services

The following table is a guide only. The information should not be interpreted that these homes are exclusive to the noted cultural group nor the only homes that offer quality services to these cultural groups. All aged care homes should care for all people regardless of sexuality, race or religious identities. The homes listed below have specifically indicated to DPS that they have training, expertise, funding or a heightened understanding of the special needs of the cultural group.

Cultural Group Aged Care Home Name

Asian Sunnycare Residential Sunnybank Hills 3272 2615 54683

ATSI BlueCare Hollingsworth Elders Village Cairns 1800 838 929 14606

ATSI BlueCare Pinangba’s Ny-Ku Byun Elders V'lge Cherbourg 1800 838 929 14744

ATSI BlueCare Shalom Elders Village Condon 1800 838 929 14721

ATSI Eidsvold Multi Purpose Health Service Eidsvold 4165 7100 20930

ATSI Georgina Hostel & Aged Care Facility Morningside 3395 6888 14827

ATSI Glenbrook Residential Aged Care Facility Nambour 5459 7700 14688

ATSI Hope Vale Aged Care Facility Hope Vale 4060 9242 14605

ATSI Injilinji Aged Care Unit Mount Isa 4512 6593 17442

ATSI Jimbelunga Nursing Centre Eagleby 3807 0655 14720

ATSI John Wesley Gardens

Geebung 1800 448 448 14599

ATSI Knowles Court Sinnamon Park 1800 448 448 14628

ATSI Kuba Natha Hostel Gununa 4745 7346 14711

ATSI Kukatja Place Hostel Normanton 4745 1599 14709

ATSI Mt Kooyong Nursing Home Julatten 4094 1279 14604

ATSI Mutkin Residential Aged Care Yarrabah 4056 9290 14717

ATSI Nareeba Moopi Moopi Pa Aged Care Hostel Dunwich 3409 9690 14859

ATSI Nash Court

Sinnamon Park 1800 448 448 14627

ATSI Ngooderi House Doomadgee 4742 9422 14739

ATSI Parkview Aged Care Community Chermside 1800 448 448 14405

ATSI Pinangba Star of the Sea Elders Village Thursday Island 1800 838 929 14591

ATSI Redland Residential Care Cleveland 3488 3800 18395

ATSI Reid Court Sinnamon Park 1800 448 448 14626

ATSI Sandy Boyd Aged Care Hostel Palm Island 4770 0275 14759

ATSI St Mark's Aged Care Community Chermside 1800 448 448 14422

ATSI Woorabinda Multi Purpose Health Service Woorabinda 4913 2800 18978

CALD Anam Cara Bray Park 1800 448 448 14536

CALD Arcare Springwood Springwood 1300 272 273 22020

CALD Ashmore Gardens Care Community Ashmore 1300 362 481 14503

CALD Berlasco Aged Care Indooroopilly 3371 4377 14512

CALD Bethesda Caring Centre Corinda 1800 448 448 14486

CALD BlueCare Alexandra Hills Nandeebie AC Fac Alexandra Hills 3820 0200 14754

CALD BlueCare Arundel Woodlands Lodge AC Fac Arundel 5509 9200 14793

CALD BlueCare Beenleigh Bethania Haven AC Fac Bethania 3805 6600 14783

CALD BlueCare Bli Bli Aged Care Facility Bli Bli 5458 2000 14685

CALD BlueCare Brassall Aged Care Facility Brassall 3813 4100 14514

CALD BlueCare Bundaberg Millbank Aged Care Fac Bundaberg 4153 0515 14885

Cultural

CALD BlueCare Bundaberg Pioneer Aged Care Fac Bundaberg 4153 0444 14600

CALD BlueCare Bundaberg Riverlea Aged Care Fac Millbank 4154 0600 14872

CALD BlueCare Caloundra Aged Care Facility Caloundra 5490 5198 14507

CALD BlueCare Capricorn Aged Care Facility Yeppoon 4925 1500 18011

CALD BlueCare Carbrook Wirunya Aged Care Fac Carbrook 3290 9777 18018

CALD BlueCare Carina Aged Care Facility Carina 3891 8000 14760

Dicky Beach Aged Care Facility Dicky

CALD

Culturally appropriate aged care homes continued

Cultural Group Aged Care Home Name

CALD Dovetree

Sinnamon Park 1800 448 448 14659

CALD Emmaus Village Chermside 1800 448 448 14416

CALD Estia Health Gold Coast Southport 1300 682 833 20329

CALD Estia Health Maroochydore Maroochydore 1300 682 833 21541

CALD Estia Health Mount Coolum Mount Coolum 1300 682 833 14690

CALD Estia Health Mudgeeraba Mudgeeraba 1300 682 833 14856

CALD Estia Health Nambour Nambour 1300 682 833 19922

CALD Estia Health Southport Southport 1300 682 833 17993

CALD Estia Health Twin Waters Twin Waters 1300 682 833 19924

CALD Infinite Care Ashmore QLD Ashmore 5656 1000 18205

CALD Jacobs Court

Sinnamon Park 1800 448 448 14358

CALD John Wesley Gardens Geebung 1800 448 448 14599

CALD Kawana Waters Care Community Birtinya 1300 842 924 20945

CALD Kentish Court

Sinnamon Park 1800 448 448 14629

CALD Kirra Beach Care Community Coolangatta 1300 842 924 14539

CALD Knowles Court Sinnamon Park 1800 448 448 14628

CALD Nash Court

Sinnamon Park 1800 448 448 14627

CALD New Direction Care Bellmere 3505 3201 21104

CALD OzPol Villa Nundah 3238 6700 19377

CALD Parkview Aged Care Community Chermside 1800 448 448 14405

CALD PM Aged Care Bald Hills 3261 5133 14842

CALD Reid Court

Sinnamon Park 1800 448 448 14626

CALD St Mark's Aged Care Community Chermside 1800 448 448 14422

CALD Varsity Views Care Community Varsity Lakes 1300 842 924 18665

Chinese Arcare Eight Mile Plains Eight Mile Plains 1300 272 273 14428

Chinese Arcare Hope Island Hope Island 1300 272 273 20295

Chinese Forest Lake Lodge Forest Lake 3278 9486 14603

Chinese Sunnycare Residential Sunnybank Hills 3272 2615 54683

Dutch Arcare Hope Island Hope Island 1300 272 273 20295

Dutch Arcare North Lakes North Lakes 1300 272 273 18637

Dutch Prins Willem Alexander Lodge Birkdale 3822 0800 14622

Egyptian Arcare Hope Island Hope Island 1300 272 273 20295

Filipino Sunnycare Residential Sunnybank Hills 3272 2615 54683

Finnish Finncare Thornlands 3829 4800 14722

German Arcare North Lakes North Lakes 1300 272 273 18637

Greek Arcare Eight Mile Plains Eight Mile Plains 1300 272 273 14428

Greek Arcare Parkinson Parkinson 1300 272 273 21327

Greek Prins Willem Alexander Lodge Birkdale 3822 0800 14622

Greek St Nicholas Nursing Home & Hostel Highgate Hill 3844 6063 14624

Hispanic Prins Willem Alexander Lodge Birkdale 3822 0800 14622

Cultural Group Aged Care Home Name PHONE (07) DPS Web ID

Indian Sunnycare Residential Sunnybank Hills 3272 2615 54683

Indo-Chinese Sunnycare Residential Sunnybank Hills 3272 2615 54683

Indonesian Prins Willem Alexander Lodge Birkdale 3822 0800 14622

Indonesian Sunnycare Residential Sunnybank Hills 3272 2615 54683

Italian Arcare Eight Mile Plains Eight Mile Plains 1300 272 273 14428

Italian Arcare Taigum Taigum 1300 272 273 21328

Italian Bellevue Care Centre Ferny Hills 3550 5999 14756

Italian

Italian

Italian Prins Willem Alexander Lodge Birkdale 3822 0800 14622

Italian Stanthorpe Aged

Culturally appropriate Home Care Packages

Table of Home Care Package (HCP) providers offering culturally appropriate services

The following table is a guide only. The information should not be interpreted that these Home Care Packages are exclusive to the noted cultural group nor the only packages that offer quality services to these cultural groups. All Home Care Packages are tailored to care for all people regardless of sexuality, race or religious characteristics. The service providers of these Home Care Packages, listed below, have directly indicated to DPS that they have specific training, expertise, funding or heightened understanding of the special needs of the cultural group.

Cultural Group Service Provider PHONE (07) DPS Web ID

African Abigail Mamas Healthcare Services 0401 093 396 65824

African Carers Link 3901 1165 18606

African Heather Hill Home Care

3720 9122 20286

African Liberty Community Connect Home Care Packages 5578 1668 38341

Arabic Abigail Mamas Healthcare Services 0401 093 396 65824

Arabic Home Caring 1300 875 377 39049

Arabic IWAA Home Care Services (QLD) 3208 6333 17387

Arabic Sunny Care Home Services 3272 2615 22011

Asian Abigail Mamas Healthcare Services 0401 093 396 65824

Asian AQ Brisbane North Home Care Packages 3857 2191 18403

Asian Cathay Home Care Packages 3275 3688 17261

Asian Chinese Fraternity Association of Queensland 3252 9803 17262

Asian CÜRA Home Care Packages 5527 8011 17404

Asian Home Caring

1300 875 377 39049

Asian Kal'ang Respite Care Centre Aboriginal Corporation 4124 7780 17392

Asian Liberty Community Connect Home Care Packages 5578 1668 38341

Asian Sunny Care Home Services 3272 2615 22011

ATSI All Aged Care Home Care Packages 3238 6700 17247

ATSI Anglicare SQ Brisbane North Community Services 1300 610 610 17461

ATSI annecto at Home Support Sunshine Coast 5341 8208 21405

ATSI Aurukun Shire Council Community Home Help 4060 6834 21054

ATSI BlueCare Brisbane Southside Community Care

ATSI BlueCare Charters Towers Community Care

ATSI BlueCare Gayndah and Wakka Wakka Jinda Community Care

ATSI BlueCare Goondiwindi Community Care

ATSI BlueCare Hervey Bay and Fraser Coast Community Care

ATSI BlueCare Ipswich Community Care

1300 258 322 17313

1300 258 322 17343

1300 258 322 17315

1300 258 322 18026

1300 258 322 17319

1300 258 322 18687

ATSI BlueCare Kingaroy and Nanango Community Care 1300 258 322 20342

ATSI BlueCare Mackay Community Care

ATSI BlueCare Roma Community Care

1300 258 322 17282

1300 258 322 17445

ATSI Bur-Del Home Care Program 4783 4560 17359

ATSI Burringilly Social Support Group

ATSI Carers Link

ATSI Centacare Brisbane North

ATSI Centacare Brisbane South

ATSI Centacare Fraser Coast and Kingaroy

3208 4785 17364

3901 1165 18606

1300 236 822 17259

1300 236 822 61576

1300 236 822 20320 Cultural

Culturally appropriate Home Care Packages

Cultural Group Service Provider

CALD AQ Ipswich Home Care Packages

CALD BlueCare Gold Coast and Elanora Community Care

CALD BlueCare Ipswich Community Care

CALD Carinity Home Care Logan

CALD Carinity Home Care Rockhampton

CALD Carinity Home Care South Coast

CALD Cathay Home Care Packages

CALD Centacare Brisbane North

3812 2253 18404

1300 258 322 19097

1300 258 322 18687

1300 109 109 20850

1300 109 109 17390

1300 109 109 20345

3275 3688 17261

1300 236 822 17259

CALD Centacare Brisbane South 1300 236 822 61576

CALD Centacare Fraser Coast and Kingaroy

CALD Centacare Logan, Gold Coast & Beaudesert

CALD Centacare Moreton Bay

CALD Centacare South West

CALD Centacare Sunshine Coast

CALD Claro Aged Care & Disability Services

1300 236 822 20320

1300 236 822 17418

1300 236 822 17310

1300 236 822 18691

1300 236 822 18690

1300 303 770 22122

CALD Co.As.It. Community Services 3624 6100 18688

CALD CÜRA Home Care Packages 5527 8011 17404

CALD Diversicare Home Care Packages

CALD Five Good Friends Brisbane Fraser Coast and Bundaberg

1300 348 377 19993

1300 787 581 63114

CALD GOC Care Home Care Packages Brisbane 3249 1010 17311

CALD GOC Care Home Care Packages Gold Coast 5574 3920 18409

CALD Home Support Services (QLD)

CALD IWAA Home Care Services (QLD)

CALD Let's Get Care (QLD)

1800 854 300 19443

3208 6333 17387

1300 497 442 38287

CALD MCWA - Aged Care With A Difference 03 9318 1111 22041

CALD MultiLink Community Services

CALD Trilogy Care

Chinese Cathay Home Care Packages

Chinese Chinese Fraternity Association of Queensland

Chinese CÜRA Home Care Packages

Chinese Heather Hill Home Care

Chinese Home Caring

3808 4463 17399

1300 459 190 62701

3275 3688 17261

3252 9803 17262

5527 8011 17404

3720 9122 20286

1300 875 377 39049

Chinese Liberty Community Connect Home Care Packages 5578 1668 38341

Chinese Sunny Care Home Services

Croatian Centacare Brisbane South

Croatian CÜRA Home Care Packages

Croatian Heather Hill Home Care

3272 2615 22011

1300 236 822 61576

5527 8011 17404

3720 9122 20286

Croatian MCWA - Aged Care With A Difference 03 9318 1111 22041

Dutch AQ Brisbane South & Logan Home Care Packages

Dutch CÜRA Home Care Packages

Dutch Liberty Community Connect Home Care Packages

Dutch MiCare Home Care Packages QLD

Estn European CÜRA Home Care Packages

3349 0875 18406

5527 8011 17404

5578 1668 38341

1300 064 064 22362

5527 8011 17404

PHONE (07) DPS Web ID

Estn European Liberty Community Connect Home Care Packages 5578 1668 38341

Egyptian IWAA Home Care Services (QLD) 3208 6333 17387

European AQ Brisbane North Home Care Packages 3857 2191 18403

European Chinese Fraternity Association of Queensland 3252 9803 17262

European MCWA - Aged Care With A Difference 03 9318 1111 22041

Filipino CÜRA Home Care Packages 5527 8011 17404

Filipino Heather Hill Home Care 3720 9122 20286

Filipino Liberty Community Connect Home Care Packages 5578 1668 38341

Filipino Sunny Care Home Services 3272 2615 22011

Frmr Yugoslavian CÜRA Home Care Packages 5527 8011 17404

Frmr Yugoslavian MCWA - Aged Care With A Difference 03 9318 1111 22041

French Co.As.It. Community Services - Home Care Package (HCP)

Culturally appropriate Home Care Packages continued

Cultural Group Service Provider PHONE (07) DPS Web ID

Korean CÜRA Home Care Packages

5527 8011 17404

Korean Liberty Community Connect Home Care Packages 5578 1668 38341

Korean Sunny Care Home Services 3272 2615 22011

Latin American CÜRA Home Care Packages 5527 8011 17404

Lebanese IWAA Home Care Services (QLD) 3208 6333 17387

LGBTIQ annecto at Home Support Sunshine Coast 5341 8208 21405

LGBTIQ CÜRA Home Care Packages 5527 8011 17404

LGBTIQ Kal'ang Respite Care Centre Aboriginal Corporation 4124 7780 17392

LGBTIQ KinCare QLD

1300 110 254 18663

LGBTIQ Let's Get Care (QLD) 1300 497 442 38287

LGBTIQ MCWA - Aged Care With A Difference 03 9318 1111 22041

LGBTIQ Trilogy Care 1300 459 190 62701

LGBTIQ Whiddon Tweed Heads Community Care 1300 738 388 20142

Macedonian CÜRA Home Care Packages 5527 8011 17404

Macedonian MCWA - Aged Care With A Difference 03 9318 1111 22041

Malaysian Heather Hill Home Care 3720 9122 20286

Malaysian Liberty Community Connect Home Care Packages 5578 1668 38341

Maltese MCWA - Aged Care With A Difference 03 9318 1111 22041

Muslim IWAA Home Care Services (QLD) 3208 6333 17387

NESB Advanced Care Australia (QLD)

NESB BlueCare Bundaberg Community Care

1300 628 485 19088

1300 258 322 17324

NESB BlueCare Hervey Bay and Fraser Coast Community Care 300 258 322 17319

NESB BlueCare Innisfail Community Care

1300 258 322 17348

NESB BlueCare Stanthorpe Community Care 1300 258 322 17353

NESB BlueCare Tully Community Care 1300 258 322 17355

NESB CÜRA Home Care Packages 5527 8011 17404

NESB GOC Care Home Care Packages Brisbane 3249 1010 17311

NESB GOC Care Home Care Packages Gold Coast 5574 3920 18409

NESB Home Support Services (QLD) 1800 854 300 19443

NESB Let's Get Care (QLD) 1300 497 442 38287

NESB MultiLink Community Services 3808 4463 17399

Nthn European Abigail Mamas Healthcare Services 0401 093 396 65824

Nthn European CÜRA Home Care Packages 5527 8011 17404

Pacific Islander CÜRA Home Care Packages 5527 8011 17404

Pakistani Heather Hill Home Care

3720 9122 20286

Polish CÜRA Home Care Packages 5527 8011 17404

Russian AQ Brisbane South & Logan Home Care Packages 3349 0875 18406

Cultural Group Service Provider PHONE (07) DPS Web ID

Russian CÜRA Home Care Packages 5527 8011 17404

Russian GOC Care Home Care Packages Gold Coast 5574 3920 18409

Russian MCWA - Aged Care With A Difference 03 9318 1111 22041

Serbian Centacare Brisbane South 1300 236 822 61576

Serbian CÜRA Home Care Packages 5527

Serbian

8011 17404

Centre-based Care (CBC)

See Definition of Terms pages 160 -161

Centre-based Care (CBC)

See

Centre-based Care (CBC)

See Definition of Terms pages 160 -161

Day Therapy Centres

Day Therapy Centres

Products & Services

ADVOCACY AND INFORMATION

Health and Aged Assist QLD

Ozcare Dementia Advisory & Support Service

ASSESSMENTS

Dementia Support Australia QLD

Products & Services

730 074 89 37087

692 273 74-75 37590

1300 848 252 48 63095

699 799 176 37308

Right at Home - QLD 1300 363 802 37 64219

Right at Home Brisbane Bayside 3188 9507 37 38318

Right at Home Brisbane North 3518 8820 37 61802

Right at Home Brisbane South 3193 7379 37 38330

Right at Home Brisbane West 3153 3080 37 61812

Right at Home Central Queensland & Wide Bay 4807 6454 37 22255

Right at Home Darling Downs 4592 8204 37 38319

Right at Home Far North Queensland 4220 9883 37 38316

Right at Home Gold Coast North 5655 0519 37 61804

Right at Home Gold Coast South 5655 0519 37 38321

Right at Home Greater Logan 2800 6032 37 62677

Right at Home Ipswich Lockyer Valley 2800 4989 37 64536

Right at Home Mackay 4849 5406 37 61806

Right at Home Moreton Bay Region 3053 3851 37 52673

Right at Home Noosa, Gympie & Hinterland 5211 1549 37 63493

Right at Home RightCare 3054 1360 37 22069

Right at Home Sunshine Coast 5301 9340 37 22256

Right at Home Townsville 4426 1016 37 38317

ASSISTIVE TECHNOLOGY

MePACS: Personal Alarms & 24/7 Emergency Care Service

848 252 48 63095 CASE MANAGEMENT

Dementia Support Australia QLD

699 799 176 37308 Health and Aged Assist QLD 1300 730 074 89 37087

Right at Home - QLD 1300 363 802 37 64219

Right at Home Brisbane Bayside 3188 9507 37 38318

Right at Home Brisbane North 3518 8820 37 61802

Right at Home Brisbane South 3193 7379 37 38330

Right at Home Brisbane West 3153 3080 37 61812

Right at Home Central Queensland & Wide Bay 4807 6454 37 22255

Right at Home Darling Downs 4592 8204 37 38319

Right at Home Far North Queensland 4220 9883 37 38316

Right at Home Gold Coast

0519 37 61804

6032 37 62677

Right at Home Noosa, Gympie & Hinterland

Right at Home RightCare

Definition of terms

24-Hour On-site Supervision – A person(s) who is/are employed to live in or in close vicinity of a retirement village and will respond to requests for assistance when regular staff are off duty.

Aged Care Assessment Team (ACAT) – Assess and approve older people for Australian Government-subsidised aged care services.

Aged Care On Site – The retirement village has an aged care facility at the same location.

ATSI – Services offered to Aboriginal and Torres Strait Islander older aged people and their carers.

Booked Respite Beds – At least one bed at the facility is allocated to respite and eligible people can contact the facility to book a respite stay in advance. Prior assessment by an Aged Care Assessment Team required.

CALD – Services offered to Culturally and Linguistically Diverse aged people and their carers.

Care Community (CC) – Private self-contained accommodation run by approved providers where you can access additional care or support packages as a genuine alternative to a nursing home.

Care Plan – Developed by the service providing your care and outlines care needs and instructions on how these needs will be met.

Centre-based Care (CBC) – Services, respite, and activities for social and recreational independence in a ‘centre setting’ for aged/frail clients and their carers.

CHSP Funded – An in-home or centre-based care service funded by the Commonwealth Home Support Programme government initiative.

Communal facilities – Shared facilities for residents such as community hall, swimming pool or bowling green.

Consumer-directed Care (CDC) – Allows you to control the types of care you access, how it is delivered, and who provides that care. All home care packages are delivered on a CDC basis.

Daily Accommodation Payment (DAP) – This is a daily payment to a government-funded aged care facility, paid periodically i.e. monthly. This is not a refundable payment.

Day Therapy Centre (DTC) – Allied health/therapy services to develop or maintain physical and psychological independence in a ‘centre setting’, provided to aged/frail clients and their carers. Includes clients with dementia and disabilities.

Dementia Services – Services offered to clients with dementia and/or challenging behaviours, as well as their carers.

Domestic Assistance – Help washing of clothes, dishes, floors, wet areas, ironing, minor meal preparation, vacuuming, changing bed linen, dusting, cleaning living areas.

Donor Funded – The purchase price, or entry contribution, of a dwelling by a resident in a retirement village, may be subsidised by a not-for-profit organisation.

DVA Services – Programs and services that can be accessed with funding from the Department of Veterans' Affairs.

Extra Services Beds/Places – Places at an aged care facility for which residents receive a higher standard of accommodation, food, and services for an additional charge.

Health Services – Can include dental, exercise therapy, medical practitioners, nutrition, occupational therapy, optical, podiatry, physiotherapy or speech therapy services that are delivered on site.

Home Maintenance/Gardening – Assistance with replacement of tap washers, light globes, minor weeding/ pruning, sweeping of outdoor areas, minor carpentry repairs, and gutter cleaning.

Independent Living Unit (ILU) – Sometimes referred to as a villa or apartment and located in a retirement village.

LGBTIQ – Some aged care services offer specific care to Lesbian, Gay, Bisexual, Transgender, Intersex, and Questioning residents.

Licence to Occupy – A form of retirement living tenure that gives residents the right to occupy a residence without having ownership of it.

Meals &/or Shopping – Delivery of daily cooked or frozen ready-to-eat meals, or transport to the shops and assistance provided, or having someone to do the shopping. In a CBC setting this refers to meals or light refreshments provided at the centres.

Medication Supervision – Service provider attends the client’s home daily to assist in dispensing medication.

Multi-purpose Service (MPS) – Located in centre settings and some residential aged care facilities. They deliver a mix of aged care, health and community services.

NESB – Services offered to Non-English Speaking Background older aged people and their carers.

Non-dedicated Respite – The residential aged care facility does not have a dedicated room for respite. These facilities only offer respite when they have accommodation available.

Palliative Care – Providing care to patients living with a life limiting illness, supporting and improving patients quality of life by addressing medication and pain management. Can be provided at home, in a residential care setting or in a specialist palliative care service like a hospice.

Personal Care – Assistance with personal hygiene, washing, showering, bathing, dressing, feeding, and toileting. In a CBC setting personal care is offered while the client is at the centre.

Pharmaceutical Deliveries – The delivery of medications by a service provider directly to the client or older person's home.

Privately Funded – Non-government-funded residential aged care facilities known as supported or assisted living complexes, independent living units and serviced apartments. No ACAT is needed prior to a person entering the home.

Purchase – Residents buy a loan/licence agreement for a dwelling in a retirement village or purchase on a freehold basis.

RAD/DAP Combination – This includes both partial lump sum and daily payments for aged care accommodation.

Refundable Accommodation Deposit (RAD) – This is paid as a lump sum when entering a Government funded aged care facility and refunded, minus agreed deductions, when leaving the facility.

Registered Nurse – Senior nurses who care for the sick and injured in hospitals and other health care facilities, doctors’ surgeries, and private homes.

Regional Assessment Service (RAS) – In-home assessments of new and existing clients/carers for CHSP services.

Rental Accommodation (RA) – Villas, units or ILUs available for rent in a retirement village.

Resident Funded/Purchase – Residents purchase a loan/ licence agreement for a dwelling in a retirement village or purchase on a freehold basis.

Respite Care – Services provided so a client or their carer can take a break from their daily routine. Includes care in the client’s home, at a day centre, or in an aged care facility.

Retirement Living (RL) – The site has retirement living accommodation.

Secure Dementia Unit – Secure specialised ward, wing, or unit for people with dementia and/or challenging behaviours.

Service Fee – A fee to cover the services offered by a retirement village, including maintenance, improvements, utilities, and council rates etc.

Serviced Apartment – Usually one or two bedrooms and provides residents with some domestic and ‘hotel-like’ services such as cleaning, laundry, and personal care. Services may be provided on a fee for service basis.

Single Bedrooms with Ensuites – This facility offers a number of single bedrooms with an attached bathroom. Might not be every room in the home.

Small Pets Welcome – The site has a policy for residents enabling them to have small pets but it's dependent on the type, size, and care needs.

Social &/or Recreational Support – The client participates in social or recreational activities either in their home or at a community, day, or recreational centre.

Supported Residential Services (SRS) – Privately run aged care facility that provides similar accommodation and care to that of a Government funded facility but without the funding support.

Supported & Assisted Living (SL) – Supported & assisted living communities offer accommodation and care to residents on a fee for service basis without government funding.

Transport – Organising or providing transport services such as bus, taxi, private car etc. In a CBC setting this refers to transport to and from the centre.

VHC Services – Programs and services for veterans that can be accessed through the Veterans' Home Care program.

Managing services

WHAT YOU NEED TO KNOW Managing services

Throughout your aged care journey, there may come a time where you need to make changes to the services you are receiving.

This may be because you’re going on a holiday or need to go into hospital and don’t need any services to be delivered while you’re away. Perhaps your needs have changed and your current supports no longer suit you. Alternatively, you may like to change providers, either because you’re moving to a different area or because you’re not entirely happy with your current provider.

The process of making changes to your current services depends on the type of support you are receiving. However, the first step should be to talk with your current provider.

Service providers have an ongoing responsibility to make sure you receive quality care and to respect your rights and preferences. They should monitor the services they provide under your care plan to ensure your needs and goals are being met. If there are significant changes in your care needs they can help you through the process of reviewing your supports.

Reviewing your needs and supports may mean that you need to have another aged care assessment. For example, if you were originally assessed as having low-level care needs but your mobility has decreased over time and you would like to access higher-level supports.

You can request a reassessment by your local ACAT to determine if you’re eligible for higher-level care. You must be reassessed to move on from CHSP supports and between different levels of Home Care Packages. Depending on the services you’re already receiving you may need to consider other options, such as:

Reviewing your care plan to identify alternative support options and priorities, for example, replacing informal supports with formal supports or considering additional support services, such as support on weekends

Purchasing additional private services

Utilising residential care, either as short-term respite to complement your package or as a long-term option

If your current provider can’t offer the services or changes you want, you can switch to a different provider that can meet your needs. When choosing a new provider:

Take the time to research a new provider to make sure they can meet your needs

Contact My Aged Care to get a new referral code to give to your new provider and agree on a date to switch your services

Notify your current provider, in writing, to let them know you will be terminating your services with them and from what date

STEP 5

Self-managing your Home Care Package

Be mindful that your current provider may charge an exit fee to cover any administrative costs. Exit fees may vary between providers and the amount should be clearly indicated in your care agreement.

Self-managing your HCP

After making decisions for yourself throughout your adult life, it makes sense that you would want to maintain that control by self-managing your Home Care Package (HCP).

You may decide to organise and manage the coordination of your own supports in your package rather than utilise a case manager who would commonly deal with your package on your behalf and direct the care and support you receive.

As a consumer, you have every right to exercise that freedom to self-manage your package.

Some people who self-manage their own package find they have more choice and control over their HCP than before.

Additionally, people who self-manage their care can cut down on the administration costs and case management fees that they would normally have to pay. This means more of your package funding can go towards the care and services you require.

When you self-manage your HCP, you get to choose an approved provider, pick and manage your support workers, decide when you want to receive these services and negotiate how much you pay for the provided services.

Working in partnership

Choosing to self-manage your own package doesn’t mean you are doing this all by yourself either. The provider you choose will assist you in receiving the correct care and services.

Your provider has an obligation to provide you with all the information you need to successfully self-manage your HCP and support you through the self-managing process.

You will work in partnership with your provider to decide how involved you want to be when it comes to managing your care.

This means you can set boundaries and expectations with your provider on what they should be covering and what tasks you will be organising.

When considering self-management of your package, you need to consider whether you have the time and energy to undertake this role.

For instance, if you have been diagnosed with dementia, it may not be the best option for you. However, you can ask your partner or loved one to self-manage your package on your behalf.

It is important to keep in mind that some providers may have policies around self-management, so you should definitely shop around and enquire with providers about how they support clients who wish to self-manage their package.

Resident agreement

The resident agreement is a legal agreement between you and your aged care home.

You will be provided with a resident agreement to sign, which may cover the services and fees you receive, along with your rights, as a resident of the aged care home you move into.

Your resident agreement should include the following: the policies and practices used to set your fees and charges; the level of daily fee you’ll be asked to pay; any extra services you’ve agreed to receive and their costs; any circumstances where you might be asked to leave and how the aged care home will help you find somewhere more appropriate; your rights and responsibilities as a resident in your new aged care home; your aged care home’s responsibilities to you as a resident; how the aged care home will deal with any complaints you, your carer, friends or family may make; and any other matters agreed between you and the aged care home’s manager, within the requirements of the Aged Care Act 1997.

Signing the agreement

If you choose to enter into a resident agreement, you don’t have to sign it at the time it is offered. You may want to take time to ask your friends, family, carer, financial advisor or legal practitioner for help to go through the agreement, although you don’t have to.

While there is no time limit for signing the resident agreement, it is in your best interest to finalise the resident agreement as soon as you can, as it covers your rights and responsibilities.

Since the resident agreement is a legally binding document, it’s important you understand everything in the document before you sign it.

If you have any questions, you should ask your new aged care home. It’s their responsibility to make sure the agreement offered to you is clear.

You can also ask your family, friends, carer or a legal practitioner to help you understand the terms of your agreement.

If you understand your agreement and want to sign it, but are physically unable to, you can ask someone with the legal authority to sign on your behalf, such as someone who holds your power of attorney.

Can I withdraw from the resident agreement?

Should you change your mind, you can withdraw from the resident agreement within 14 days of signing by notifying your aged care home of your decision in writing. You will still need to pay your care fees and charges for care you’ve received during the 14 days.

Changes can only be made to the agreement if both you and your aged care home agree.

Resident agreement

Extra services

Extra services

Some aged care homes provide ‘extra services’, such as a higher standard of accommodation, increased entertainment options and more diverse food choices.

Some homes may have approval from the Australian Government to offer additional ‘hotel-like’ services at an additional cost to the resident.

‘Extra service’ only refers to the standard of accommodation, meals, food and entertainment, not to the level of care which is legislated to be of a high standard across all aged care homes.

Services delivered and cost may vary between providers and they should be outlined in your resident agreement.

In some cases, the entire home is ‘extra service,’ while in others, a distinct part of that home, such as a separate building, wing or unit is dedicated to extra services.

Some of the extra services you might be offered include:

A bigger room Internet

Daily newspaper Satellite-TV

Phone

Choice of meals

Selection of beverages, including wines, beer and spirits

Special therapies, such as massage or aromatherapy

Leisure/entertainment facilities

Fees

Extra service fees are set by the provider and approved by the Australian Government. This is an additional charge on top of the basic daily care fee, accommodation payment and any means-tested fee.

Some providers may offer rooms with a non-optional extra service package. You can only take up the room if you agree to and pay for the extra services offered.

Other providers may offer extra services as an optional package that you can choose or cancel at any time.

In this case, switching from general residency to extra service residency within the same home does not change the accommodation payment you have already agreed to when entering the home and the provider can’t charge a new or additional accommodation payment.

Additional services

All people in aged care homes have the option to purchase additional services, such as entertainment or lifestyle choices, for an extra fee. Providers can not charge additional service fees for anything that is part of the normal operation of the nursing home and you have to agree to these charges before they are being delivered.

Aged care homes that offer extra services are listed in the residential table starting on page 148

Meeting the needs of all cultures

For many older Australians, leaving their home to move into residential care is a lifestyle change that can lead to an emotionally challenging experience.

This transition can become more challenging for older people from culturally and linguistically diverse (CALD) backgrounds requiring access to residential and community aged care services that are sensitive to meeting their specific cultural, spiritual, dietary and linguistic needs.

With an increasing ageing and migration population, it is essential that Australian aged care services and communities have the capacity to respond to the unique needs of people from CALD backgrounds.

Meeting the needs of the nation’s older people from CALD backgrounds has been a growing focus of the Australian Government.

Providing suitable cultural care has been associated with huge health and wellbeing benefits for this growing group of older Australians, which has led to the government’s introduction of a number of initiatives.

Cluster facilities

Facilities with clusters for CALD older people generally consist of three or more residents from a similar background and staff who speak their language.

Cluster facilities also make an extra effort to focus on meeting the cultural, spiritual, dietary and social needs of CALD residents.

The aim of clustering is to:

Enhance the quality of care provided to residents from CALD backgrounds in residential aged care facilities

Promote and facilitate access to residential aged care facilities for people from CALD backgrounds

Enable residents to observe religious, spiritual, cultural and personally significant events

Improve communication between staff and residents

Maintain dietary customs according to the CALD backgrounds of residents’ religious and cultural preferences

Our relationship-based services enhance wellbeing, independence, social connectedness and it meets individual needs.

Our in-house allied health and clinical teams provide efficient and cost effective care. If you have a home care package and wish to switch, contact us today.

Cultural services

Provide social and activity programs that appropriately cater for the needs and interests of CALD residents

There are also culturally specific aged care facilities that have formally entered into a contract with the Australian Government to, wherever possible, meet the needs of a specific cultural group.

Partners in Culturally Appropriate Care

Partners in Culturally Appropriate Care (PICAC) is a national initiative, funded by the Australian Government, designed to improve aged care service delivery for older people from CALD communities.

The PICAC initiative has resulted in:

More aged care service providers delivering culturally appropriate care to older CALD people

Better access for older CALD people to culturally appropriate residential and community care services

Older CALD people having a greater capacity to make informed decisions about residential and community-based aged care

To find out more about PICAC in QLD, contact the Ethnic Communities Council of Queensland by calling 1300 348 377.

Breaking language barriers

Healthcare professionals in general practice treat patients from a diverse range of cultural and linguistic backgrounds. Many Australians speak a primary language other than English and patients with limited English proficiency may be less likely to adhere to medication regimes and follow-up plans.

They may also have a decreased understanding of their diagnosis and less overall satisfaction with their care. Access to high quality medical interpreter services may improve the quality of care for these patients.

The Translating and Interpreting Service (TIS National) is an interpreting service provided by the government. The service covers over 100 languages and is available 24/7 on 13 14 50.

See pages 149–150, 151–153 for a list of care homes and Home Care

Package providers in Queensland who can meet the needs of people from a range of cultures.

Special needs groups

There are a number of groups of people that the government recognises as ‘special needs’ groups when it comes to aged care services.

Aged care providers are required to consider the needs of these groups in the provision of care:

Aboriginal and Torres Strait Islander (ATSI) – The care needs of older ATSI people can be quite specific and there is a cultural element that needs to be considered in the delivery of care. See pages 149–150, 151–153 for an overview of service providers that have indicated to cater for ATSI clients.

Care leavers – A care leaver is a person who, as a child or youth, spent time in institutional care or other types of out of home care like orphanages, children’s homes or foster care.

Due to this, aged care has been flagged as an area that can cause distress and anxiety.

Culturally and linguistically diverse people (CALD) – Aged care services that cater specifically for people who are culturally and linguistically diverse might have staff that speak a foreign language, have specific cultural activities or meet spiritual needs.

The ‘National Ageing and Aged Care Strategy for People from Culturally and Linguistically Diverse (CALD) Backgrounds’ helps providers deliver quality care and aims to make culturally appropriate aged care more accessible. See pages 149–150, 151–153 for a list of culturally appropriate homes and services.

Disability – If you have a disability, are over 65 years of age and currently receive support through the National Disability Insurance Scheme (NDIS), visit ndis.gov.au or phone 1800 800 110 to find out what services are available to you.

Financially disadvantaged – If you have genuine difficulty paying aged care fees and charges, financial hardship provisions may apply These allow for your fees and charges to be reduced or waived.

Homeless – If you are currently experiencing homelessness/at risk of becoming homeless, there are government-funded services that can help solve your housing problems or assist with financial or legal issues.

LGBTIQ – Through the ‘National LGBTI Ageing and Aged Care Strategy,’ the government aims to ensure lesbian, gay, bisexual, transgender, intersex and questioning (LGBTIQ) people have access to the same options in aged care that are available to all Australians. Rural & regional clients – Services offered in rural and regional areas will depend on the needs of the whole community and sometimes aged care, health and community services are combined to meet local health needs.

Veterans – Veterans have a ‘special needs’ status to support complex medical requirements, including high levels of emotional and cultural support in old age as a result of a veterans’ wartime experience.

Contact the Department of Veterans’ Affairs on 1800 838 372 or visit www.dva.gov.au for information about support for veterans.

Special needs groups

Volunteer Visitors Scheme

Older Australians experience high rates of loneliness and social isolation, but there are different initiatives to improve social connection and encourage interaction in the community.

The Aged Care Volunteer Visitors Scheme (ACVVS) is a program that targets loneliness and isolation in older Australians. This initiative, from the Department of Health, uses volunteer visitors to meet with people on a regular basis to provide friendship and social inclusion.

As Australia’s population ages and people are living longer, the ACVVS is becoming incredibly important for social interaction and life changing engagement.

The ACVVS improves quality of life to all involved with the program and has been proven to combat loneliness and isolation occurring in residential aged care or at home.

Older people who would benefit from the ACVVS include people who have little contact with family or friends, are isolated from their own culture or heritage, have issues with their mobility that prevent them from participating in social activities or other personal issues that might make it difficult to engage socially.

What service is provided?

The ACVVS tries to connect like-minded individuals and recipients with similar hobbies, interests and likes to facilitate a good friendship.

There are a number of different types of volunteer visits under the ACVVS:

A residential volunteer visits a participant for a one-on-one visit at a residential aged care facility.

Group residential volunteers visit a small group of residents at a residential aged care facility who have similar interests, like gardening or knitting.

A home care volunteer visits an ACVVS recipient with an approved Home Care Package at their home.

Volunteers are not visiting to monitor your standards of care from your aged care service provider, be involved in any of your financial affairs, access your personal or care record information, provide any form of nursing or personal care or follow up a complaint about your care.

Think of your volunteer visitor as a dear friend that has come over for a cup of coffee and a chat.

To be eligible for the ACVVS, you have to be an older Australian who is at risk of/experiences loneliness, isolation or cultural loneliness. However, you have to be receiving government-subsidised residential aged care or a Home Care Package to be eligible for visits.

For further information about the program in Queensland, contact the ACVVS on 07 3017 1777 or visit health.gov.au/our-work/aged-care-volunteer-visitors-scheme-acvvs.

Advocacy

Supporting the rights of older people

Most of the time, aged care services work well and the people who use them are happy with the service they receive.

However, sometimes a problem may arise and you may need help to speak up and have the problem resolved.

Many people feel uncomfortable raising a complaint or concern, but it is important to address your concerns early and not leave it to escalate.

This can be particularly difficult if your complaint is about the care or services that you are dependent upon for meeting your most basic needs.

Nevertheless, we live in a society where each and every one of us, regardless of our age, has rights as citizens and individuals.

Advocacy

If you feel unsure or unable to address your concerns with the service provider, you can ask an advocacy service to help you.

An aged care advocate can assist you to exercise choice and control over your care services and work with you and your family on the best way to address your concerns with a provider.

Their services are usually free and they can give you information, advice and support for you to express your concerns or even speak on your behalf. They will aim to achieve the best possible outcome for you.

An advocate can:

help you understand your rights and responsibilities; listen to your concerns and discuss your options; support you and give you confidence in addressing a concern; raise a concern with the service provider or speak on your behalf.

Advice is generally provided on consumer rights, human rights, aged care rights and responsibilities, financial exploitation, substitute decisionmaking, elder abuse prevention and responding to harm.

Advocates can assist with negotiating changes to your care plan, ensuring the needs of people from culturally diverse backgrounds are met. They also deliver specialist community education, such as self-advocacy and how to meet the needs of people with dementia or special needs.

There are free and independent advocacy services in every state and territory that provide telephone advice, community education and other assistance for older people.

The Older Persons Advocacy Network (OPAN) is a national network of nine state and territory organisations that have been successfully delivering advocacy, information and education services to older people in metropolitan, regional, rural and remote Australia for over 25 years.

The Australian Government funds OPAN to deliver the National Aged Care Advocacy Program across the country. Call 1800 700 600 to speak with an aged care advocate in Australia or visit at opan.com.au

Elder abuse

There are heartbreaking stories of older people being mistreated by the people they trust and who are closest to them.

In one instance, an 85-year-old gentleman appointed a distant relative as his power of attorney and he was neglected, unable to return to his own home, as large sums of money were taken from his bank account without permission.

Another tragic story involved a woman who became depressed and fearful, because her addict son abused her verbally and psychologically, stole from her and left her isolated.

Elder abuse is defined as ‘any act which causes harm to an older person and is carried out by someone they know and trust, such as a family member or friend.’

The abuse may be physical, social, financial, psychological, sexual or negligent.

A report from the World Health Organization (WHO) suggests that the number of people experiencing elder abuse could be as high as one in ten.

As our population ages, the number of people affected by elder abuse is also expected to rise.

If you need information or advice about elder abuse, contact the national ELDERHelp line on 1800 353 374.

Advocacy

Carer support

Carer support

There are over 2.65 million unpaid carers across Australia. The caring role is a valuable and rewarding job but also a tough one, often balancing work, family and friends, while making sure your loved one is well looked after.

With more older Australians looking to stay at home longer, more family and friends of older people are finding themselves in a carer role than ever before.

There are some great support options available to assist you with practical or emotional support and you may be eligible for financial support from the Australian Government.

Support groups and counselling services

Community-run carer support groups can offer a safe and understanding environment to talk about your caring role. These groups may be organised around caring for someone with a particular need (such as Parkinson’s or dementia).

Support groups are an opportunity for you to connect with other carers who are or have experienced situations similar to yours, sharing anecdotes and advice.

Carer support groups are completely confidential and can also help you to:

Discover new information

Get along to education or training workshops

Participate and get involved in activities

Head along to relaxing outings

Support lines

There are also a number of support lines and websites to assist carers, just like you, in looking after older people.

Some helpful support services include:

Carer Gateway – 1800 422 737 – helps you find local support services; gives advice on a range of topics, such as health and wellbeing, financial and legal consideration; can connect you with other carers

National Dementia Helpline – 1800 100 500 – provides information and support about dementia; can connect you to support services in your area, as well as provide emotional support to help manage the impact of dementia

Carers Australia – 02 6122 9900 – runs support programs, including short-term counselling for carers with qualified counsellors

Relationships Australia – 1300 364 277 – offers a range of services, such as counselling and mediation, by phone, online and face-to-face

Lifeline – 13 11 14 – offers 24/7 crisis support and phone counselling

To find out more about financial support for carers, contact Services Australia online on servicesaustralia.gov.au or call 13 27 17.

Memory change — is it dementia?

Are you concerned about the memory, thinking or behaviour of yourself or someone you know?

Changes like these can have a number of possible causes, including stress, depression, pain, chronic illness or medications.

See your doctor if you or someone close to you experience these kinds of difficulties. Receiving a diagnosis is important because the underlying cause may be treatable.

However, major changes in memory are not normal at any age and should be taken seriously.

What is dementia?

‘Dementia’ is a general term to describe problems that involve progressive changes in memory, thinking, behaviour and the ability to perform regular daily activities.

There are more than 100 different types of dementia. The most common types are:

Alzheimer’s disease — attacks the brain resulting in impaired memory, thinking and behaviour

Vascular dementia — caused by poor blood flow to the brain, depriving brain cells of nutrients and oxygen needed to function normally

Parkinsonian dementia — a chronic, progressive neurological condition, which, in later stages, can affect cognitive functioning

Frontotemporal dementia —˜ a disorder causing damage to brain cells in the frontal and temporal lobes, leading to impaired social skills and emotional apathy. Behaviour and personality changes often occur before memory loss and speech problems

The early signs of dementia may include short-term memory loss, temporal confusion, mood swings and changes in executive functioning, such as difficulty with skill-based tasks.

Dementia can happen to anybody, but is much more common after the age of 65. Dementia is not a normal part of ageing.

Dementia and aged care

For people with dementia, their memory loss affects their adjustment to new places and people. The move to residential care should be considered before a crisis forces a more urgent response.

Good care depends on how well the care facility responds to the residents’ individual needs, including their physical, social and mental wellbeing.

Where can I get help?

Support is vital for the person with dementia, as well as family members. Although the effects of dementia can’t yet be stopped or reversed, an early diagnosis gives families a chance to access services and plan for the future.

There are a number of organisations that offer support, information, education and counselling to people affected by dementia. The National Dementia Helpline offers advice and counselling on 1800 100 500 or dementia.org.au. This page also includes information about how the Dementia Behaviour Management Advisory Service (DBMAS) can help.

Changed behaviours

Behavioural change can occur for people with dementia, with many people experiencing changes to mood, thought, language, daily function or movement. The individual’s response to a particular circumstance or situation may alter or reduce as the dementia progresses.

Changed behaviour as a response to a person’s dementia may reduce quality of life for the person living with dementia and can contribute to carer or care worker stress. It is important to take steps to support the person living with dementia and the people that provide care to them.

The Dementia Behaviour Management Advisory Service (DBMAS) can help explain the causes for changed behaviours and identify strategies to assist the person living with dementia and their carers.

Changed behaviours may include:

Anxiety

Depressed mood

Hallucinations

Restlessness

Aggression

Sleep disturbance

Inappropriate toileting

Eating difficulties

Dementia support

Dementia support

Repeated calling out

Repetitive questioning

Wandering

Specialised support

Hoarding

Resistive to care

Unwanted sexualised behaviour

The Dementia Behaviour Management Advisory Services (DBMAS) is a free, nationwide service, funded by the Australian Government, supporting family, health and aged care professionals to better understand and respond to individual changes in behaviour and emotions.

The service can help explain the causes for changed behaviours and identify strategies to assist the person living with dementia and their carers. It offers specialised support, assessment, intervention and advice to assist carers and care workers of people with dementia.

DBMAS has a multi-disciplinary team of experienced health care professionals, such as registered nurses, social workers, clinical psychologists, geriatricians, speech pathologists and dietitians.

DBMAS is committed to providing culturally sensitive and effective communication. If you require an interpreter service, you can call the Translating and Interpreting Service on 13 14 50 and ask them to contact the DBMAS service.

For more information, contact DBMAS on 1800 699 799 or visit dementia.com.au End-of-life care

End-of-life care

Whether you live in your own home or in a residential aged care home, when the end of life approaches, you may require additional support.

The primary goal of palliative care is to provide supportive care and improve the patient’s quality of life by addressing any painful or distressing symptoms.

Palliative care is divided into three subgroups:

1. Primary care — For people who only require services from their primary health care professional(s).

2. Intermediate care — Advice is provided by specialist palliative care services, but care is still given by health care professional(s).

3. Complex care — For people who require care from specialist practitioners. Patients are commonly referred to specialist palliative care services where they will receive the required care.

There are a number of different services that can offer extra support both at home or in a nursing home setting.

Services to help at home

Services that may help you to stay in the comfort of your own home can include:

A qualified nurse to dress a wound or provide continence advice

Household jobs like cleaning, clothes washing and ironing

Help with bathing or showering, dressing, hair care and going to the toilet

Meals and other food services — assistance with preparing and eating meals or help for those with special diets

Helping to travel to shopping centres or appointments

Palliative care in a nursing home

For palliative care in a residential aged care setting, the government has developed a series of guidelines that offer support and guidance to residential aged care facilities in providing palliative care.

The ‘Guidelines for a Palliative Approach in Residential Aged Care’ outline three forms of palliative care in residential aged care, which include:

A palliative approach — aims to improve the quality of life for residents with a life-limiting illness. This can be done by reducing their suffering through early identification, assessment and treatment of pain; handling their physical, cultural, psychological, social and spiritual needs.

Specialised palliative service provision — involves referral to a specialised palliative team or health care practitioner.

End-of-life (terminal) care — appropriate when the resident is in the final days or weeks of life and care decisions may need to be reviewed more frequently.

Family and friends

Providing end-of-life care can be particularly intense for family and friend carers.

While managing their own grief and the grief of others, carers will be providing high-level physical and emotional support that a patient needs at the end of life. Palliative care not only supports patients, but also their friends and families.

For more information about palliative care services, talk to your GP or contact your community health centre.

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