Frequently Asked Questions

Is personal care all you do?

Yes, but only for ladies with low level care needs. 

What does low level care mean?

It means you have a level of function where you only need help from one person with personal care. The body might be moderately frail but you live at home independently or with a house mate, make your own decisions, talk unassisted, walk with or without a walking aid, breathe and eat without medical devices, and have no behaviours of concern. 

 How long is each service?

Between 30 to 45 minutes charged at a flat rate.

Do you provide other services?

No. I do not provide:

• medication assistance
• nursing
• allied health
• domestic services
• laundry services
• shopping services
• home repairs
• gardening
• meal preparation
• beauty services
• case management

Can I hire you for a week or only when I want here and there?

No. I only help ladies that agree to a personal care package who want at least 3 months of continuous care.

Is the care kit really free?

Yes. You receive it after the first week, unless you exit during this time.

Why can’t I change my service time?

Operating at full capacity means all 8 timeslots are filled. You would have to find another service to change times.

Do you work weekends?

Yes. Just book in advance for weekend services.

Do you organise my home equipment?

No. You must organise all equipment like shower chairs etc.

Do you assist with medications?

No. I am a non-clinical service. I will only assist with medications as a first aider during an emergency.

I already use a home care provider or independent worker. Is this ok?

Yes. Keep all services if they help and add Lady Rose Support Service to your care network. Indeed, Lady Rose Support Service is ideally paired with your other providers that have nurses and allied health staff.

Are public holidays no extra charge?

Correct. Public holiday rates are the same as weekday rates of the package you choose.

Are there cancellation fees?

None. You can cancel at short notice and receive no charge. However, policy dictates frequent cancellations may result in termination of services. 

Can I leave the service at any time? 

Yes. Just provide written notice of the date you will leave. 

How do I pay?

Bank deposit.

What do I pay for? 

You pay for personal care services. If services run over time though a penalty fee may be charged.

What happens if a service runs over 45 minutes?

If services run over time, a $10 penalty fee can be charged in 15 minutely increments capped at a $160 (which would be four hours overtime and extremely unlikely).

Do you send out invoices? 

Yes. Invoices are issued fortnightly via email or hand delivered according to your preference.

What are the payment terms? 

Invoices must be paid within 14 days of the invoice date.

What about GST?

No. GST does not apply to services. 

What happens if I need a refund?

You will be notified in writing and receive your money back using your preferred payment method.

What if I can’t pay? 

An overdue payment agreement can be negotiated to help you pay, but if this fails the business can suspend and or terminate services, and a debt collection agency may be used to seek payment.   

Are you connected with labour hire companies like Hire Up or Mabel?

No. I am an independent business owner which you hire and pay directly.

Are you insured?

Yes. The business has public liability and professional indemnity insurance. 

Have you completed worker screening?

Yes. Evidence of clear worker screening is provided upon meeting. The following checks are complete:

• Police Check

Are you Australian?

Yes. I was born in Queensland.

Are you a registered aged care or disability provider?

No. It is more cost effective to not be registered. I am a micro business and have no plans to register.

Must I abide by a code of conduct?

Yes.

Do I need to sign any paperwork? 

Yes. You will need to sign a:

• service agreement
• care plans and other documents related to service provision

How are privacy and confidentiality protected?

Your information is recorded, used, stored, and destroyed in accordance with the Privacy Act 1988 and protected in a secure space to prevent unauthorised access. 

Do I have to tell you personal details and sensitive things? 

Yes and No.

• Yes. You must disclose personal details like your name, date of birth, contact details, guardian details, next of kin and allergies etc.
• No. You can keep your health history and medications private, but they are desired and extremely helpful for care and ambulance staff.
• Yes. You must provide copies of end-of-life plans/documents, like an advanced health directive, if you want instructions followed. 
• No. There is no need to disclose bank details.

Why do you ask for key safe access to my home? 

Key safe access is optional. It is only requested for fast home entry in the event of an emergency, but this can be refused. 

How do you handle an emergency?

‘000’ is called to seek help and first aid is provided. 

How do you handle non-emergency health and safety issues?

Issues are reported to your next of kin and or home care providers to manage issues.

How do I join to hire you?

Call to organise an in-home meeting to discuss services and complete paperwork. Allow 60 minutes for the process.