Frequently asked questions

For urgent clinical needs we can often begin within 24 to 48 hours of receiving a referral. For non-urgent care we usually complete a home assessment within a few days and start visits straight after.

For DVA community nursing, yes, a GP or hospital referral is required. For aged care and private care, you or your family can contact us directly and we will guide you through the rest.

A nurse visits your home, talks with you about your needs and goals, checks the environment for safety, and writes a care plan with you. Family members are welcome to be there.

We do not operate a waiting list. We only accept referrals we have the capacity to serve properly, and we will tell you honestly if we cannot help.

Eligible veterans with a DVA Gold Card, White Card holders with an accepted condition requiring nursing, and war widows and widowers may access DVA community nursing with a doctor's referral. In most cases there is no cost to you.

Older Australians may access nursing and personal care through government-funded aged care support at home. If you are not sure what you have been approved for, call us and we will help you make sense of it.

Yes. Private clients are welcome, with transparent hourly rates quoted before care starts and no lock-in contracts.

Clinical care is provided by AHPRA-registered Registered and Enrolled Nurses. Personal care is provided by qualified support workers supervised by our nurses. Everyone is police checked and insured.

We roster for continuity wherever possible, so you should see the same small group of familiar faces. If your regular nurse is away, we brief the replacement thoroughly before they arrive.

Yes. We take gender preferences, cultural needs and language preferences seriously and match carers accordingly wherever we can.

Yes. Nursing visits are available seven days a week, including scheduled evening visits for time-critical clinical care such as medications and dressings.

With your consent, we share visit updates and any changes with the family members you nominate, and we liaise directly with your GP, specialists or aged care case manager.

Wherever rostering allows, yes. Continuity is one of the things we protect hardest, because repeating your history every visit is exhausting and because a nurse who knows you spots change earlier. On leave or at short notice you may see someone else, and we will tell you beforehand rather than surprise you at the door.

You get a visit window rather than an exact minute, because traffic and the length of the visit before yours are not fully predictable. If we are running behind we call. For time-critical care such as insulin, we schedule tighter windows and protect them.

Yes. Nursing visits run seven days a week, including scheduled evening visits where the care requires it. Our office is staffed Monday to Friday, 8:30am to 5:00pm.

Call us as early as you can and we will move it. There is no penalty for reasonable notice. If you are going into hospital or away, tell us and we will pause the roster rather than keep sending nurses to an empty house.

It depends entirely on the care. A straightforward dressing change might be twenty minutes; personal care and a shower might be an hour; a first assessment visit usually takes ninety minutes. The time is set in your care plan, not by a stopwatch on the day.

Your care team, and the people you tell us to share with. That normally means your GP, the funding body paying for the care, and any family members you nominate. We handle health information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

Yes, with your consent, and you decide who is on that list. We would rather keep a worried daughter informed than have her ringing to ask, but that is your call to make, not ours.

Yes. You are entitled to access the personal information we hold about you. Ask us and we will explain how, and what it contains.

Tell us directly and we will act on it. Most concerns are about fit or scheduling and are fixed the same week. If you would rather not raise it with us first, or you are not satisfied with our response, you can contact the Aged Care Quality and Safety Commission or, for DVA-funded care, the Department of Veterans' Affairs.