FREQUENTLY ASKED QUESTIONS

GENERAL QUESTIONS

Yes, we are an Approved Provider and as from 27th February 2017 you can choose us to be your Home Care Provider with the introduction of Consumer Directed Care.

If you have a Government subsidised Home Care Package, make sure you nominate Heather Hill Home Care as your preferred provider with My Aged Care, and register your interest with us below or Contact Us, to speak with a Care Coordinator.

Heather Hill Home Care Other Providers
Do you employ your own Caregivers? Yes No
Have your Caregivers had specific training? Yes No
Are your Caregivers insured? Yes No
Will I receive a visit at my home by a personal Care Coordinator to create an individualised Care Plan? Yes No
Are your Caregivers screen prior to employment (including multiple Reference checks and enhanced Criminal Background Check? Yes No
Will I get the same Caregiver each visit? Yes No
Can you guarantee a back-up or replacement Caregiver if my Caregiver is sick? Yes No
Can I choose my preferred services, day and time? Yes No
Do you have an after hours contact 24/7? Yes No

When recruiting from the internet, through papers or job boards it is your responsibility to check a carer’s background and to ensure that their ABN/Tax File Number, insurances and police clearances are all current.  There is no guarantee that they are trained to meet your needs and there are no Care Coordinators in place to monitor the quality of the service.  If your carer is sick or on holidays there is no back up available to provide a replacement.

You could also be identified as their employer and would have to make sure that you have Employers and Public Liability Insurance to cover the carer in your home and also when the carer is providing local transport.

Heather Hill Home Care is a part of the Heather Hill Group which provides integrated senior solutions.

The Heather Hill Group is based in Queensland and is family-owned.  The Group is committed to extending the independence of seniors by providing quality services and products designed to enhance lifestyles.

In addition to Heather Hill Home Care, the following businesses are part of the Heather Hill Group:

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SERVICES QUESTIONS

Heather Hill Home Care currently services to residents in the South-East Queensland region.

If you are interested in home services for you area, Contact Us today.

Anyone can access support at home.  Our in-home services are aimed at people who want to remain living independently in their own home as they age, but who might need some extra assistance with daily tasks.

Anyone of any age can access help at home, especially if someone has had an illness or fall, or may require support after release from hospital until they are back on their feet again.

Services can be accessed without a referral from a doctor or agency.

We offer in-home services under both private care arrangements and Government subsidised Home Care Packages.

If you are aged over 65, you may be entitled to a Government funded Home Care Package or the Commonwealth Home Support Programme.  You can read more about these here.

Contact Us to find out more about how you can access support at home.

Heather Hill Home Care provides a wide range of services to help older people maintain their independence and live at home for longer than would otherwise be possible.

Our services are offered seven days a week, including weekends and holidays, 365 days a year.

All of our services are available in the comfort of your own home.  They are flexible and can be tailored to suit your lifestyle goals, needs and budget.

Our in-home care solutions include help showering, cleaning the house, gardening, cooking, shopping and companionship, just to name a few.

At Heather Hill Home Care we believe that you should be able to access and use services that you value the most, so we are always open to discussing new offerings.  Contact our Care Team to find out what we can do for you.

Complete an Online Enquiry and your personal Care Coordinator will be in touch.

Alternatively, Contact Us to arrange an obligation free talk with a Care Coordinators who will discuss your needs and how you can access our services.

If you are over 65 and wish to access Government subsidised services, we will work with you to determine if this is the best course of action for you financially, and if so, assist with access through My Aged Care.

For those seniors who are still living at home but who need help with daily tasks to remain living independently, the Australian Government has two types of subsidised care:

  1. Home Care Packages Program:
    • a case manager helps you understand the systems and work out a care plan
    • you decide how to spend the funding you get, rather than choose from a men
    • once you have a package, it stays in place for the long term and can be increased as your care needs increase.
  2. Commonwealth Home Support Programme (CHSP):
    • you choose from a set menu of services – there isn’t much flexibility
    • only pay for the services you use
    • you can dip in and out of the program as you need things
    • used for low level support
    • often for short term interventions.

There are four levels of Home Care Packages for different levels of care and support needs.

  • Level 1 – basic care needs
  • Level 2 – low-level care needs
  • Level 3 – intermediate care needs
  • Level 4 – high-level care needs.

Most clients will start on a Level 1 or 2 package, which are increased as care needs increase.  Each level receives a different amount of government funding.  The higher the level, the more funding the government pays on your behalf.

To determine if you are eligible for Government subsidised help at home, you will need to go through the following steps:

  1. Contact the Government’s My Aged Care on 1800 200 422 or visit www.myagedcare.gov.au (or arrange for your Doctor to do this)
  2. Have an initial phone interview with a My Aged Care representative
  3. You will be referred to an assessment team – either:
    • a Comprehensive Assessment with an Aged Care Assessment Team (ACAT) for a Home Care Package; or
    • an entry-level care assessment for Home Support with the Regional Assessment Service.
  4. Assessment will be done in person to determine your support needs and determine if you are eligible.
  5. You will need to nominate Heather Hill Home Care as your preferred service provider with My Aged Care.  (Feel free to let us know you have done this.)
  6. Your personal Heather Hill Home Care Coordinator will contact you to arrange a meeting at a time convenient to you, to develop your Care Plan.

If you would prefer someone to take care of the application process, paperwork and phone calls for you (and make requests to accelerate your application) for a small fee, Contact Our Care Team to speak with a Pathways Coordinator.

If you have any questions during the My Aged Care process, feel free to Contact Us.

Yes, of course you can!  Heather Hill Home Care provides in-home care under both private care arrangements as well as government subsidised packages.

We can tailor a Care Plan to suit your lifestyle needs, goals and budget.

Contact Us today to speak with a Care Coordinator about your needs.

Yes, we do provide additional care to clients in nursing homes and other facilities.

We frequently accompany clients to a doctors or dentists appointment, shopping, the movies, weddings and birthday parties.

We have taken clients on holidays to the Sunshine Coast,  Cold Coast and Interstate. They have all really enjoyed these breaks!

These placements are highly sought after by our Caregivers as long term friendships are frequently struck between the carer and the client.  They are usually also a great deal of fun for both parties.

As part of the Heather Hill Group, we also have the aged care specific Heather Hill Nursing Agency who have supplied staff into most of the Residential Aged Care Facilities in the great Brisbane region for over 15 years.

We know how important communication is, particularly if you are living away from Mum or Dad.  We will SMS or Email an update to you after each visit from our staff.  This may just say mum is up and dressed, had a full breakfast and when we left was sitting on the porch reading the newspaper with her morning tea.

Peace of mind for you and mum!

Heather Hill Home Care services can be tailored to suit your lifestyle needs, goals and budget.  Your personal Care Coordinator will work with you and your family to ensure your Care Plan provides the most value for your budget.

If you are eligible for Government subsidised care through a Home Care Package or Commonwealth Home Support Program, you may receive in-home services with minimal out of pocket expenses.  Find out more about Government subsidised care here.

Contact Us to speak with a Care Coordinator who will talk with you about your needs.

Heather Hill Home Care services can be accessed through either private care arrangements or government subsidised packages.

Private Care Arrangements:

You can pay one week in advance through either:

  • credit/debit card; or
  • direct debit from a bank account.

You will receive a weekly invoice either via email or mail, and will be debited one week in advance.

Government Subsidised Arrangements:

If you have Government subsidised Home Care Package or Commonwealth Home Support Package, your Care Coordinator will discuss payment arrangements with you at your initial meeting.

The Heather Hill Group has a specifically designed business called Heather Hill Pathways to assist families to deal with the next stage of care, should a loved ones needs become very high.

We assist both the loved one and their families to work through the financial, legal and emotional challenges in identifying a safer placement outcome.

Heather Hill Pathways has assisted many loved ones into safer care options including Independent Living Units, Supported Accommodation or Residential Aged Care Facilities.  When desired, we have even been able to ensure the family pet can move in with the loved one.

If you need assistance transitioning a loved one from Home Care, contact Heather Hill Pathways today on 1300 227 949.

If your Retirement Village is a member of the Village Advantage Program you will be eligible to access a broad range of high quality in-home services either free or at discounted rates.

Here are 6 Reasons for Your Village to Join

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Free in-home services

Full Pensioners can receive up to 12.5 hours of FREE in-home services each week.
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Discounted in-home services

Part Pensioners receive heavily discounted in-home services of their choice each week.
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Access to Registered Nurse

Registered Nurse Consultant on-site at your village every week to answer all your health & support questions.
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Dedicated Care Coordinator

Dedicate Care Coordinator for all residents receive in-home services at the Village.
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Weekly Events

FREE weekly events in your village tailored to your interests (e.g. wine & cheese nights, shopping trips, fitness classes).
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Medication Reviews

FREE annual medication reviews and FREE Webster packing conducted by qualified pharmacists.

CARE TEAM QUESTIONS

With 14+ years of providing nursing and in-home care services our Caregivers find us primarily through word of mouth.  We have a high retention rate of staff, over 40% have worked with us for 5 years or longer.  We have a client who has received home care from the same staff member for 10 years.  Our reputation for delivering quality care whilst supporting our staff and clients has helped to position us as an employer of choice.

All applicants are rigorously screened to ensure their suitability for the role.  Our personal care staff have a minimum Certificate Three in Aged or Community Care and a background of working in the community or nursing home environment.  Most of our Caregivers have worked in the aged care industry for a minimum of two years, and they all know the importance of assisting a client who wants to remain at home, every opportunity to remain at home.

Our Caregivers bring nursing experience into the home which assists us to quickly recognize when clients may be experiencing health care problems.

We employ Caregivers who demonstrate a passion to assist older people to live full, independent lives.  Somebody who embraces life, is fun and also demonstrates empathy, understanding and is able to provide highly professional care services.

All our Caregivers:

  • undergo a thorough in-depth pre-employment checks;
  • have extensive onsite testing of skills and capabilities;
  • must provide two recent, professional references (which are carefully checked);
  • are subject to an enhanced criminal background check (which must be clear); and
  • undertake extensive ongoing training.

The question we always consider when interviewing a Caregiver is “would we trust them to look after our loved one”.

All our Caregivers, regardless of their background or experience undertake mandatory training, including but not limited to:

  • Basic Home Safety;
  • Safe Moving and Handling;
  • First Aid and CPR Certification;
  • Infection Control;
  • Continence Management; and
  • Medication Awareness.

Caregivers are also provided with client specific training, such as management of a client with memory loss, continence, nutrition or movement issues.

We maintain regular contact with the client the family to ensure they are receiving the care and attention they expected, and are benefiting from the care interventions.

We believe that “carers should care and cleaners should clean”.  Light house cleaning is all well and good for some….but not for clients who have always prided themselves on having a spotlessly clean home.

All our cleaners:

  • hold a Certificate 3 in Cleaning or equivalent;
  • undergo thorough pre-employment checks;
  • have extensive onsite testing of skills and capabilities;
  • have well-referenced cleaning experience;
  • hold a clear enhanced criminal background check; and
  • undertake extensive ongoing training.

We clean into the corners of rooms, behind doors, lift items off shelves to polish properly, clean windows and fridges and ensure that a client loves the squeaky clean feel and smell of their home.

We know how clean linen on a bed can contribute to a good nights sleep and promote healthy bodies through healthy cleaning interventions.

We also know that food in a fridge should be checked for its freshness and removed if out of date.  These two activities can often be a challenge for our loved ones and are a sign that help at home is needed.

Yes, we do provide additional care to clients in nursing homes and other facilities.

We frequently accompany clients to a doctors or dentists appointment, shopping, the movies, weddings and birthday parties.

We have taken clients on holidays to the Sunshine Coast,  Cold Coast and Interstate. They have all really enjoyed these breaks!

These placements are highly sought after by our Caregivers as long term friendships are frequently struck between the carer and the client.  They are usually also a great deal of fun for both parties.

As part of the Heather Hill Group, we also have the aged care specific Heather Hill Nursing Agency who have supplied staff into most of the Residential Aged Care Facilities in the great Brisbane region for over 15 years.

We have a large pool of trained Caregivers on call.  They are available so we can provide care on short notice.  We always match our Caregiver with our client to ensure a smooth transition, with the Caregiver being given detailed information on the client.  The Caregiver will always provide you an update on your loved one is after their visit.

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Heather Hill Home Care - Extend Your Independence