Have Questions?


Home Care FAQ

Making a decision about caregiving for a loved one is never easy. To be comfortable with your options, you need answers. We hope the following information is a good start. If your questions aren’t answered completely, call your local Right at Home office. We’d be glad to speak with you about your specific family situation.

What type of services do you provide?

Companion Care, Personal Care, Skilled Nursing Care, 24 hour Care, Post-Operative Care.

Do you charge administration and case management fees against Government Home Care Packages?

  • Right at Home do not charge package management fees so more money from your budget can be spent on care. 

What is your after hours process?

  • We have a 24 hour phone number 1300 363 802 available for any emergencies after hours.

How quickly can you respond to an enquiry?

  • Incoming calls are answered promptly.
  • We have a minimum response time of 2 hours to an enquiry on a 24-hour basis.
  • Under most circumstances we can get a nurse or carer to the home within a 5 hour window depending on urgency and geographical location.

Am I locked into a contract?

  • No, you are not locked into a contract. We are a flexible service that offers as little as 2 hours to 24 hours per day. You can use the service as much or as little as you like. Services can be changed to suit your individual needs.
  • We do ask you to sign a service agreement to agree to the terms and conditions of service, however this is mostly to protect you as a consumer.
  • You may cancel at any time

Can we provide services under government Home Care Packages 1,2, 3 and 4?

  • Yes, under CDC (Consumer Directed Care) you can choose which provider you would like to deliver your care.
  • You may choose Right at Home to deliver your care.

How do you train your staff?

  • Every carer is a Right at Home employee. That means they are all covered by our insurance and must meet our quality standards.
  • To help ensure the safety and wellbeing of our clients, we perform a criminal history background clearance and then cover each carer with public liability, professional indemnity and work cover insurance.
  • We offer internal, online and on the job training to our staff.
  • All staff must hold a current National Police Certificate, First Aid and CPR Certification and Comprehensive Car Insurance.
  • Nursing Staff must hold Nursing Registration with AHPRA and hold their own Professional Indemnity Insurance.

What are the costs?

  • Right at Home is a fee for service model. That means that our clients pay for our services out of their own pockets.
  • We also provide services on Government Home Care Packages under the Consumer Directed Care Model.
  • We also work for private hospitals who are reimbursed for our services by private health insurance.
  • Our fees depend on the level of care received and the skill set required by the carer.
  • Our services for personal and companion care are 2 hours minimum as we believe quality care cannot be delivered in less than 2 hours.

How often will the carer change?

  • Under normal circumstances only one carer is allocated to a client for delivery of the services.
  • We have a minimum of two carers that we introduce to our clients to cover in the event of absence such as illness or holidays.
  • This is to ensure that when a carer is away there are other carers that our cilents are familiar with.

Your company employs RN’s, what does this mean?

  • We provide an initial consultation and assessment in your home at no charge.
  • We provide on-going case management.
  • All our care planning is performed by our nurses who design a care plan to suit the needs of each person. Care plans are reviewed as often as is necessary.
  • Our carers are supervised by our nurses who visit the home while services are being delivered.
  • Our nurses liase with family members and those holding the enduring power of attorney.
  • Our nurses perform skilled tasks like wound dressings and IV Therapy at home. They have the skills to handle the most complex of situations.

Free Guides

For more information on getting the vital assistance your loved one needs, browse our range of Free Guides.