Home and Community Care Services
Here you’ll find a list of FAQ’s (Frequently Asked Questions) regarding the services we provide and how things work with Platinum Healthcare. If you have any queries that are not addressed below or would like to call to discuss how we may be able to assist you or your loved one(s), please contact us.
So are you just like another recruitment agency?
Definitely not! To us, agency is all about transient staff coming and going and calling up to “see if there’s work for me today.” All of our staff work directly for us (we don’t employ sub-contractors) and because we provide services for our own clients as well as for other organisations, we are able to offer our staff regular work. This means greater job security for our staff, and better, more consistent services for our clients who can enjoy having the same staff member more often.
Can I receive services from Platinum Healthcare even if I’m not eligible for a government-funded assistance package?
Yes. Platinum Healthcare is a private organisation and we operate under a ‘user pays’ arrangement where we simply invoice the care recipient (or whoever will be paying for the service) for the services being provided.
I’m on a government-funded package with another provider bu I’m not happy with the service I’m receiving. Can I swap to Platinum Healthcare?
Yes and no. Platinum Healthcare are unable to take on the package itself, however as we provide services for a lot of other providers, and possibly the provider you’re currently with, so they may be happy to have us to provide the service on their behalf. The package would stay with your existing provider and assuming they’re happy to use our organisation to provide your service(s), we’ll simply invoice them for the services we provide for you. Further, as of 1 July 2013 all new Home Care Packages must be delivered on a “Consumer Directed Care” (CDC) basis. Basically, this means that you can be more involved through making choices about the types of care and services you access and the delivery of those services, including who will deliver the services and when.
I can’t find a copy of your price list on your website – how much do your services cost?
We’d be more than happy to post or e-mail a price list out to you – please contact us to request one and we’ll be sure to get one out to you ASAP along with a copy of our service brochure which you can download here if you’d like to.
What if I’d like to receive more services like having someone also take me to do the shopping, to doctor’s appointments or provide support overnight?
Simply contact us and we will be more than happy to discuss your needs and how we may be able to provide the level of support you require.
Can I cancel or change services if something else comes up, like a doctor’s appointment?
Yes. Our cancellation policy is 24 hours, so as long as we are notified at least 24 hours prior to the commencement of the service, no charges will be incurred & your service can be re-scheduled to accommodate (wherever possible). If we are notified less than 24 hours prior to the commencement of the service, full charges will apply.
What if I’m not happy with the services I’m receiving from Platinum Healthcare or I’d like to provide feedback regarding my experience with your company?
We take all feedback seriously, positive and negative. If you have any feedback you’d like to provide, please contact us for a confidential discussion. We assure you we’ll do our best to ensure that any concerns are addressed and provide feedback regarding rectifying a situation or addressing any concerns as quickly as possible.
Can I have the same staff member every time?
As often as is possible, we strive to ensure the same staff member provides the services on a regular basis, rather than having lots of different people coming in and out of your home. Unfortunately, this isn’t always possible due to staff commitments, however if anything about your service changes (i.e. staff member attending, time) for any reason, we’ll certainly contact you ASAP to advise you of this.
What are the 3 circles in your logo all about?
The basic notion is an organic community: the circles radiate from a common heart. This works from both a client and employee level – each connected to a common core. There’s also a lack of hard edges which communicates and portrays warmth in the nature of the care. It’s not clinical and corporate, it’s warm, embracing, holistic and empathetic.