Home Care

Quick Links

18 August 2020 - Home Care Services Update - Helping Seniors Thrive 

During these extraordinary times, if you are a senior staying at home it is now more important than ever to look after your health and wellbeing and ensure you receive all the support you need.

Life is different now. The ‘new normal’ includes social distancing, wearing masks and limiting excursions to public places. You may feel less active and connected, you may worry about getting sick or maybe you need some extra help at home but don’t want to ask family.

Be assured, no matter life’s challenges, Catholic Healthcare is here to help our seniors thrive. Amidst this season of change, our commitment remains to serve our clients. Our staff are trained to meet your needs. The health and safety of our clients and staff remains our highest priority and there are many ways we can support you. Here are some things that could make life better right now.

Keep moving

Staying physically active is the single most important thing you can do to stay fit and independent as you get older. It’s good for the body and good for your mental health. Build 30 minutes of activity into your day by going for a walk around the block, setting yourself some household tasks or ask our Care Advisors to develop a plan for you to participate in exercise programs such as the Walking with Confidence and Seated Exercise programs.

Stay connected

Maintaining social connections at this time is an important part of self-care and is vital for good mental health and wellbeing. According to our Community Measures for Mission Report 2020, 52% of our Home Care clients live alone. We are committed to ensuring you feel connected, enjoy companionship and a chat.

We offer MyCH (My Catholic Healthcare) hand-held digital devices. These tablets are an easy way to stay connected with family and friends, browse the Internet to catch up on the news, manage home care services and appointments and communicate with your Care Advisor. We can also assist with utilising existing digital devices to connect with loved ones via Facebook, Facetime, WhatsApp and Skype.

We offer companionship home visits and check-in phone calls from one of our friendly staff or volunteers to support mental, emotional and spiritual wellness. Volunteer check-in calls provide peace of mind and are complimentary for all Catholic Healthcare clients.

We can also provide transport to help you maintain your friendships and social networks, such as meeting a friend for coffee, or travel to appointments.

Keep up your regular home care

The Commonwealth Health Department advises you should keep up your regular home care and health care. If safety is a concern, please be assured we have sound policies, procedures and staff training on infection prevention and control. Our staff have been practising precautions whilst providing services including maintaining social distancing of 1.5M, regular handwashing and the use of hand sanitisers when visiting clients at home and wearing personal protective equipment as appropriate. We are also asking clients in advance if they are feeling unwell so that we can prepare accordingly.

"One size does not fit all – our people are at the heart of our business - they know our clients, their carers and family. Our team are an extension of your support network, working alongside clients and carers to provide quality care services. Our committed team live and work in the community in which we serve. We come from diverse backgrounds and we are invested in getting to know our clients to understand your support needs, circumstances and preferences to provide the right services, when and where needed." - Julie Tremain, Regional Manager, Home and Community Services, Orana

Five reasons to choose us

  1. Our Care Advisors come with a comprehensive range of multi-disciplinary experience including social work, counselling, nursing and case management
  2. We invest in staff training. All our Care Workers are qualified with a Certificate III in Aged Care.
  3. Our clients recommend us more than other providers. This is supported by our high levels of client satisfaction. Our client satisfaction increased from 90% to 92% and our Home Care Net Promoter Score (NPS) increased from 54 to 55, well above the industry benchmark of 33*. Click here for an NPS explanation.
  4. We have long tenure of loyal, committed people who love what they do.
  5. The majority of our team are permanent which means our clients receive consistent Care Workers, build close relationships and know you and your preferences.

"A big thank you for all your help with Dad and the advice you gave him. We don’t know how we would’ve got by without your help." - Graham, son of a former client. 

For more information, please call our Customer Care Team on 1800 225 474 or speak to your Care Advisor.

*The Catalyst Report Home Care Industry Study NSW 2020

17 July 2020 - Home Care Services Update

Our team is passionate about supporting our clients to remain safe, happy and independent at this time. It is safe to have Home Care and we are here to meet your needs.

Please remember to let us know prior to your service if you have any symptoms. Our staff will be using screening tools before they enter your home.

We would like to share some handy tips for staying safe and some ways we can support you.

Volunteer service

Our trained and dedicated volunteers can provide you with a friendly check-in call for peace of mind. This service is complimentary for all Catholic Healthcare clients.

Home visits by volunteers will also soon be resuming. To ensure the safety of our clients, volunteers will maintain social distancing, regular handwashing and the use of hand sanitisers.

If would like a friendly call or visit from one of our trained volunteers please contact our Customer Care Team on 1800 225 474.

Staying safe and healthy

  • Physical distancing - avoid close contact with people you do not live with. Stay 1.5 metres (2 arms’ length) away from other people where possible. 
  • Practice good hygiene -
    • wash your hands often with soap and water, including before and after eating and after going to the toilet, and when you have been out to shops or other places
    • use alcohol-based hand sanitisers (60% alcohol), where available
    • cover your coughs and sneezes with your elbow or a tissue
    • dispose of used tissues immediately into a rubbish bin and wash your hands
    • clean and disinfect frequently used surfaces and objects
  • Have symptoms? Get tested - symptoms of COVID-19 include fever (37.5 ° or higher), cough, sore/scratchy throat, shortness of breath, loss of smell or loss of taste. You must self-isolate until you get your results. Find a testing centre here.
  • Self-isolate if you have been tested for COVID-19 and are awaiting results, been diagnosed with COVID-19, are suspected of having COVID-19, had close contact with a confirmed COVID-19 case, been in Victoria within the past 14 days and you are entering NSW.
  • Keep active
  • Keep up your regular Home Care

Download the COVIDSafe App on your iPhone or Android

The COVIDSafe App speeds up contacting people exposed to coronavirus (COVID-19). To get the app go to www.health.gov.au/resources/apps-and-tools/covidsafe-app#get-the-app

Flu Vaccination

Catholic Healthcare endorses government protection and strongly encourages our clients and staff to receive vaccinated against the flu. If you require assistance with booking or transport, please contact us.

Mental health and wellbeing

We understand these are challenging times especially as we are being asked to practice social distancing and isolation. Some of our in-home services and support to provide extra comfort during this time include pastoral care, technology support to stay connected with loved ones, home visits or check in phone calls, and exercise plans that you can complete in your own home to keep you mobile, strong and stable. 

Wellness Centres

Some of our Wellness Centres have re-opened; others will open in late July or August. We are observing social distancing measures and checking temperatures of all visitors. Staff working in our Wellness Centres have been vaccinated against the flu. If you are feeling unwell, please do not attend our Wellness Centres.

For current updates please visit the NSW Health website https://www.nsw.gov.au/covid-19/latest-news-and-updates

Translated COVID-19 resources

To access translated resources in different languages click here.

For translating or interpreting services call 131 450.

Keeping our clients and staff safe

Our clients and staff are our top priority. We have long standing policies, procedures and staff training around infection prevention and control – including preventing the spread of respiratory diseases. This includes hygiene management, reporting feeling unwell and not working while sick.

Our staff have been practising precautions whilst providing services including, maintaining social distancing of 1.5M, regular handwashing and the use of hand sanitisers when visiting clients at home and wearing personal protective equipment as appropriate.

We are also asking clients in advance if they are feeling unwell so that we can prepare accordingly.

Contact us

If you have any questions or concerns, please do not hesitate to contact our Customer Care team on 1800 225 474 or speak to your Care Advisor.

4 June 2020

Providing Essential Health and Wellbeing Support for Seniors

If you are a senior staying at home, it is now more important than ever to look after your health and wellbeing and ensure you receive all the support you need. We want to reassure you that we are here to help.  Our staff are trained and here to meet your needs. The health and safety of our clients and staff is our highest priority and there are many ways we can support you.

Flu Vaccination

Catholic Healthcare endorse government protection and strongly encourage you to get vaccinated against the flu as soon as possible. Flu vaccines are generally given at the start of winter to give you protection over the flu season. If you require assistance with booking or transport, please contact us.

Download the COVIDSafe App on your iPhone or Android

The COVIDSafe App speeds up contacting people exposed to coronavirus (COVID-19). It is something you can do to protect you, your family and friends and save the lives of other Australians. Get the app here

Seated Exercise Program

A new program which teaches low intensity exercises designed to help improve core strength, mobility, body control and sleep quality. It is done while seated and can help improve the ability to perform daily activities such as getting out of chairs, reaching for things and body stability. A great introductory exercise program to build ability and confidence to pursue further exercise programs in the future.

“Physical activity and exercise as people age is just as important as when you are younger. Aim to build 30 minutes of activity into your day. It is never too late, and you are never too old.” - Erin Stubbs, Catholic Healthcare Allied Health Specialist

New Companionship Service

Are you feeling alone or could do with some company? Not being able to see family and friends can be hard. Our new Companionship Service allows clients to spend additional quality time with their Care Worker engaging in a favourite activity like going for a walk, having a cup of tea and a chat, or going for a drive to your favourite place.

Volunteer Check-in Calls

Our trained and dedicated volunteers can provide you with a friendly check-in call for peace of mind. This service is complimentary for all Catholic Healthcare clients.

Customer Satisfaction Results

Thank you for your contributions to feedback completing our survey. Our most recent research has shown continuing high levels of customer service satisfaction for Home Care. Our Home Care Net Promoter Score (NPS) increased from 54 to 55, well above the industry benchmark of 39, and a customer satisfaction score of 92% was achieved, an increase from 90% in 2019. The top five reasons for this score included: Consistency of staff, Staff who genuinely care, Ease of dealing with staff, Quality of Services, Timelines and Reliability.

Feedback

We always welcome and value your feedback. It helps us review and improve the quality of care and service we provide. Feedback can be provided here.

Contact us

For more information, please call our Customer Care team on 1800 225 474 or speak to your Care Advisor.

7 April 2020

Catholic Healthcare’s Home Care services are open for business today and every day to ensure you keep receiving quality in-home care and support. Our staff are fully trained to meet our clients’ needs including infection prevention and control.

We know this can be a very stressful time living independently. We will continue to provide essential services in your home whilst maintaining social distancing guidelines, handwashing and use of hand sanitisers. Due to social distancing requirements, our Wellness Centres are currently closed.

Special services we offer which may provide extra comfort during this time include:

  • shopping delivered to your door
  • support with medications
  • meal preparation
  • cleaning
  • pastoral care
  • technology support to stay connected with loved ones -  we can help you set up WhatsApp or show you how to make the most of your MyCH tablet
  • companionship and ‘check in’ phone calls
  • exercise plans that you can do at home to keep you mobile and strong, plus more. 

Remember, you are not alone. We are here to help you at this time. Please let us know if there is anything we can do to support your ongoing care needs. Our services are designed to improve client care and outcomes by nurturing the mind, body and spirit. Please let us know if there is anything we can do to support your care needs whether they are short term or ongoing.

Frequently Asked Questions - Your Home Care Services and Coronavirus (COVID - 19) - Click here to view

The Department of Health has also issued a helpful Home Care information sheet titled It's OK to have home care Click here to view 

Catholic Healthcare’s Service Protocol

Our goal is to ensure our staff and clients are safe and well at all times.

Given the directive for people over 70 to stay at home, this makes our role as a home and community service provider even more critical.

In order to do this, it is important to share how we approach every service.

(1) When our staff arrive at your front door, we will ensure that we maintain 1.5M social distancing.

(2) Before we enter your home, we will firstly check that you don’t have flu-like symptoms.

(3) Our staff will conduct handwashing on arrival and during the service.

(4) During our service we may ask you to wait in another room.

Our role as a health service provider is to ensure that you are being cared and assist you in staying healthy and well, particularly given the Australian Government directive for people over 70 to stay at home.

Your Care Advisor is happy to address any questions or concerns you may have.

If you have any questions, please do not hesitate to contact our Customer Care Team on 1800 225 474.

To assist us with timely communication, we also ask that Home Care clients advise us of your current email address.

Thank you for your understanding and support. We are here to help.

For the latest information regarding COVID-19 including advice on actions to help prevent the spread of the virus, please visit the Department of Health website: https://www.health.gov.au/news/health-alerts/novel-coronavirus-2019-ncov-health-alert

  • “We established a Coronavirus Preparedness Committee back in February based on the early reports out of China at the time. This Committee developed specific protocols to augment our existing infection control policies and procedures, The Committee has met weekly to prepare for possible scenarios and we had implemented additional staff training and support for residents and families at all Homes. This has enabled our team to respond quickly and effectively in collaboration with NSW Health and other Agencies.”
  • “All families have received a telephone call yesterday to advise them of the situation and answer any questions. In addition, we have updated all families again this morning and will be providing a daily update every morning to our families until the situation is resolved.”
  • “We would like to recognise and thank the staff member who tested positive. In accordance with government advice, the staff member sought GP care and testing as soon as they developed symptoms and then stayed away from work”
  • “We would also like to recognise and thank our staff at Bodington for their outstanding commitment and support at this time.”