FAQ’S

FAQ’S

Please find below answers to our most common questions. If you don't find the answer you are looking for, our friendly staff can answer any questions you may have. Please give us a call and we'll be happy to help!

02 5528 5990

  • Do I need to go into residential care?

    No. Sunrise Home Care can care and support you to remain living at home independently.

  • Do I need to get an ACAT assessment to receive home care?

    No. Sunrise Home Care can offer private care services, there is no waiting list and we can be with you as soon as tomorrow.

  • What can I use my package funds for?

    There are a number of services, supports and equipment that you can use your package funds for to help you to stay living independently in your own home. Services include assistance with showering, dressing, meal preparation, shopping and many more services. Our team can assist you to attend appointments and even take you on a social outing to sit by the water and watch the boats go by!

  • What things are not covered by a Home Care Package?

    The Government have strict guidelines regarding what can and cannot be charged to a Home Care Package. If you choose us as your provider, it is our responsibility to make sure your funds are not misused.


    Some items which cannot be covered by the Home Care Package include:

    • Items that would normally be purchased out of general income such as clothing, shopping, and general household goods
    • Home Modifications which are not directly related to your care needs
    • Items covered by the Medicare Benefits Schedule, Pharmaceutical Benefits scheme or other government funding
    • Holidays, club memberships or gambling
    • Accommodation or rent
    • Food (although funds can be used for the meal preparation part of meal services)

  • Who will deliver my care?

    Our experience team of care workers and health professionals will deliver your care. All our employees are directly employed and trained in house! Once you get to know the team we will always try to have your favourite care workers attend.

  • How do I arrange additional appointments?

    Call our reception on 02 5528 5990 to book in any further appointments or if you need to reschedule or cancel existing appointments. You can also give your Home Care Package Co-Ordinator a call who can make these arrangements for you. 

  • Where are your offices?

    We are located in the fantastic Sunrise Village Tuncurry. Our company started in the village and our head office will remain at our roots. As we grow we will get offices close to you, watch this space…

  • When will I receive my monthly bill?

    You should receive your statement by the 20th of each month. If you have any questions about your Home Care Package statement you can call your Home Care Package Co Ordinator who will be happy to help!

  • What types of fees are associated with home care?

    The Home Care Package Funding provides valuable funds to help you live independently in your own home. Sometimes you may be asked to make a contribution to your care, but we would always talk to you about this before any charges were made.


    We may ask you to pay:


    Basic Daily Care Fee: We may ask you to pay this to top up your Home Care Package so you can access more services. This would be no more than 17.5% of your basic age pension.


    Income Tested Fee: This is a fee which the government may ask you to pay following an income assessment.  Your income-tested care fee is calculated by Services Australia. This fee will reduce the subsidy the government contributes towards your Home Care Package. 

    Call on our team on 02 5528 5990 to discuss fees in more detail.


  • How flexible is my support?

    Sunrise Home Care is as flexible as you need us to be! The choice and control is in your hands and you can make changes to your support plan at any time. All we ask is that you provide us with at least 24 hours’ notice to make changes or cancellations to individual appointments so we can rearrange staff accordingly.

  • Can I go on Holiday?

    Yes you are able to take up to 28 days leave each financial year without your funding being affected!


    Let your co-ordinator know when you’re going on leave and when you expect to return.


    We may also be able to arrange services at your holiday destination with another provider. Let one of our team members know in advance and we will make arrangements.

  • What about my pet?

    We understand that your pet, whether it be a dog, cat or goldfish is part of your family! We can support you to walk and assist in feeding your pet.

Testimonials

Me and my Husband both receive services from Sunrise Home Care and until recently, having had a fall, I had not realised just how much support and care they offer.

I had the fall at a community event held by Sunrise Village (which we are always invited to join) and within minutes of having the fall, I was surrounded by about 10 of our wonderful nurses and Admin staff and ended up in hospital with a fractured knee cap. Feeling worried about leaving my not so well husband and our little Companion dog Buddy alone. No worries there, they were looked after very well by our staff.

After a week and fitted with a leg brace and forearm walker I was allowed back home to for rehab with our Allied Health Physio, I may not have been allowed back home soon had I not had the support of Sunrise Home Care.

The sunrise care team had made all necessary arrangements for my return from hospital and the required equipment was set up for my safety, enabling me to get home to be with Don and Buddy. As well as taking good care of them, the staff also did the cleaning, washing, cooking, shopping, and dog walking as well as looking to my own personal care and social interaction during my recovery.

Disaster struck again recently when Don had a really nasty fall. Off he went to hospital and on his arrival home, carers were rostered to take care of his additional needs too.

We have become very close to our care staff who are simply the best.

Caroline and Don

The Sunrise Home Care team’s help comes in many forms, mostly routine but every elderly person has at least one special need. I am 96 years old and live independently in my own villa, the nurses help me with my exercises to keep me moving and pop in every morning for a cup of tea and a chat. At times they have taken me to specialist medical appointments, especially when my family were locked away from me during the pandemic. Anxious Sons and Daughters can rest assured that their Mum and Dad are getting the special attention they need with Sunrise.

Chris

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