Aster Home Care

FAQs



  • What services do we provide?
  • Can anyone use these services?
  • What are the criteria I must meet to qualify for this service?
  • Why do you call your clients partners?
  • How do I access these nursing services?
  • What happens if I have a fall at night?
  • Is my home carer a registered nurse?
  • What are the qualifications of the nursing staff?
  • How do I know which nurse is coming tomorrow?
  • Will I have the same nurse each visit?
What services do we provide?

Clinical support after hospital discharge, wound care, palliative care, day service, evening service, night service, assistance with tasks of daily living such as showering, dressing, meal prompting and medication prompting. To see our full list of services, visit Our Services.

Can anyone use these services?

No. Our partners must be a gold card or white card-carrying member. Our services are funded by the DVA and as such must meet the eligibility criteria. Our services are also offered to our partner’s spouses.

What are the criteria I must meet to qualify for this service?

An entitled person is a person who the Department of Veteran Affairs has issued a DVA Health Card. These cards are either Gold and say, ‘All conditions within Australia’, or ‘Totally & Permanently Incapacitated’. Or, they may be a White card that says, ‘Specific Conditions’. Head to the DVA website for more information Veteran Card | Department of Veterans’ Affairs (dva.gov.au)

Why do you call your clients partners?

We consider health care a collaborative effort between the client and our nursing team. It’s this team effort and approach that has led to the terminology of partner when referring to patients that doctors have referred to us.

How do I access these nursing services?

Only by referral from the hospital or your doctor.

What happens if I have a fall at night?

Ring the ambulance by dialing 000 or press your vital call pendant. Don’t wait for your nurse to turn up. Get help as soon as possible.

Is my home carer a registered nurse?

Not necessarily; the nurses have different levels of qualification depending on the partner’s needs. We employ Personal Care Workers (PCW) to assist with personal care services such as showering, toileting and medication support, Enrolled Nurses (EN) and Registered Nurses (RN) to provide clinical nursing services.

What are the qualifications of the nursing staff?

They hold as a minimum a current CPR and First Aid Certificate, manual handling competency, a Certificate III in Home and Community Care, Aged Care or Disability. Our Registered Nurses and Enrolled Nurses hold national registration (AHPRA).

How do I know which nurse is coming tomorrow?

You will receive a call notifying you of the name of the nurse for your first visit. After that you may have a variety of nurses depending on rostering and the partner’s requirements.

Will I have the same nurse each visit?

No, we operate a flexible rostering system.



  • Is there a way to check which nurse is coming?
  • Is the office manned 24 hours a day 7 days per week?
  • What hours do the nurses normally work? Or what hours are services provided?
  • Is there 24-hour phone support?
  • What does 24/7 care mean?
  • What if I need to reschedule my nurse visit because I have other plans?
  • How often can I order incontinence supplies?
  • What additional support equipment is available?
  • How do I make a compliment or complaint about any issues I have experienced with the services I am receiving?
Is there a way to check which nurse is coming?

No, the schedule is arranged by availability and need. Nursing staff prioritise emergencies, then medication needs, before personal cares such as showers. If there is a change to the time that the nurse is coming, the staff will phone ahead to notify the arrival.

Is the office manned 24 hours a day 7 days per week?

No. The office hours are 9am to 4pm Monday to Friday.

What hours do the nurses normally work? Or what hours are services provided?

The business presently operates 24/7 for clinical staff, but this is on a rostered basis. Nurses start at 7 am and finish at 7 pm. Anything outside of these hours is considered night service and will require a specialised plan reviewed and assessed by the Nursing Team Leaders. Find Out More >>

Is there 24-hour phone support?

No. Our office hours are between 9am and 4pm Monday to Friday. Call 000 in an Emergency. All partners are encouraged to use their vital call pendant.

What does 24/7 care mean?

Round the clock palliative care is available as well as scheduled overnight care. But generally, it is not an emergency care service. In an emergency call 000.

What if I need to reschedule my nurse visit because I have other plans?

Ring the office on (07) 56115060

How often can I order incontinence supplies?

As often as needed. Monthly supplies are usual.

What additional support equipment is available?

We work closely with the occupational therapist, physiotherapist and can order for you shower chairs, fall prevention equipment, incontinence products, hearing impairment assists, pressure injury prevention, sight impairment resources and other household adaptive appliances. For further information on what is available to you, please discuss with Aster Home Care nursing staff.

How do I make a compliment or complaint about any issues I have experienced with the services I am receiving?

Please contact Aster Home Care (07) 5611 5060 and speak to one of the Nursing Team Leaders to provide your feedback. Alternatively, you can complete the online contact form and one of our friendly staff will contact you personally to discuss the matter further.


© ASTER HOME CARE 2021