Are there any Cancellation Fees?

A cancellation fee may apply in certain circumstances. While we understand that it may not always be possible to provide ample notice, we kindly ask that you inform us at least 7 days in advance if you need to cancel your service. This advance notice allows us to adjust our schedules and allocate resources effectively, ensuring minimal disruption to our services and other clients.

At Peppermint Care we understand that emergencies and unforeseen events can occur, making it difficult to adhere to this timeframe. However, please be aware that cancellations made outside of this timeframe may result in a cancellation fee.

If you have any questions or concerns regarding our cancellation policy, please do not hesitate to contact our office. Our team is always here to assist you and ensure that your experience with Peppermint Care remains positive and accommodating. Your consideration helps us deliver the best possible service to everyone we support.

Can I Request a Different Staff Member?

At Peppermint Care, your comfort and satisfaction are our top priorities. If you are uncomfortable with your assigned support staff, please do not hesitate to inform the Service Coordinator or Manager. We understand that the rapport between clients and their support workers is crucial for effective and comfortable care.

As part of our robust rostering system, each client is assigned 2 to 3 support workers. This system ensures continuity of care and accommodates situations such as sick leave, holidays, and other absences. By having multiple support workers familiar with your needs, we aim to provide seamless care regardless of any staffing changes.

If you feel the need for a change, we will discuss your requirements in detail. Your feedback is invaluable, and we are committed to addressing any concerns you may have. Should it be necessary, we will arrange for a change in your primary support staff member to better suit your preferences and comfort.

Moreover, if you are dissatisfied with any aspect of our services, please let us know. We are dedicated to continuous improvement and are always eager to make the necessary changes to enhance your experience with us. Your satisfaction is paramount, and we strive to provide the highest quality of care tailored to your needs.

How Do Staff Report Concerns?

At Peppermint Care, the well-being of our participants is our top priority. Support staff must contact their coordinator or manager if they have any concerns about a participant’s well-being or if any incidents occur. Open communication ensures that we can address and resolve issues promptly and maintain the highest standard of care.

Situations requiring office contact include:

• Incidents: Any events or occurrences that are out of the ordinary or could impact the participant’s care or safety.
• Critical incidents or concerns: Serious issues that need immediate attention to ensure the safety and well-being of the participant.
• Complaints or feedback: Any feedback from participants or their families, whether positive or negative, that can help us improve our services.
• Concerns about a participant’s health and well-being: Any observations or reports that suggest a participant’s health might be at risk.
• Clinical concerns, such as medication issues: Any issues related to the administration or management of a participant’s medication.
• Workplace health and safety concerns: Any concerns about the safety of the work environment for both support staff and participants.
• Requests to change or extend a service: Any requests from participants for changes in their care plan or additional services.

By reporting these concerns, our support staff help us ensure that all participants receive the best possible care. We value the feedback and observations of our staff as they are integral to maintaining a safe, effective, and supportive care environment. If you have any questions or need further clarification on our reporting procedures, please contact our office.

What steps do Peppermint Care take to ensure their support staff are trustworthy?

At Peppermint Care, the safety and well-being of our clients are of utmost importance. To ensure this, all our staff members undergo thorough screening processes, which include comprehensive background checks and reference verifications. We take these steps to guarantee that every member of our team is reliable, well-trained, and trustworthy.

Each staff member is issued a photo ID by Peppermint Care, which includes their name, photograph, and office contact details. This ID serves as a clear identification tool, providing peace of mind to our clients and ensuring transparency in all interactions.

Our rigorous screening and training processes are designed to maintain the highest standards of care. By employing only the most qualified and dedicated individuals, we strive to create a safe and supportive environment for all our clients. You can rest assured that our team members are not only skilled professionals but also compassionate carers who are committed to providing the best possible service.

If you have any questions about our staff or wish to verify the identity of any team member, please do not hesitate to contact our office. We are always here to support you and ensure your confidence in the quality and integrity of our care services.

How do I request my Support Worker to do extra tasks?

If an extra task can be safely completed within the allocated service time, our staff will be more than happy to assist. We understand that sometimes additional needs arise, and our team is committed to providing flexible and comprehensive support whenever possible.

However, it’s important to note that some programmes have specific restrictions regarding the scope of tasks that can be performed. To ensure that we adhere to these guidelines and provide you with the best possible service, please contact our office if you are unsure whether a particular task can be accommodated within your current service arrangement.

Our office team is always available to answer your questions and clarify any programme limitations. We aim to be as accommodating as possible while maintaining the safety and effectiveness of our services. Your satisfaction is our priority, and we are here to help you make the most of your time with our support staff.

By communicating your needs and any additional requests, we can work together to ensure that your experience with Peppermint Care is both positive and fulfilling.

What if I am not home for scheduled support?

Our services can only be carried out if you are at home. It is very important for the smooth running of our operations and the safety of both our support staff and participants that someone is present during the scheduled service time. This ensures that our support workers can access your home safely and provide the care and assistance you need.

If you know in advance that you will not be at home for a scheduled visit, please inform our office as soon as possible. By letting us know ahead of time, we may be able to reschedule your service to a more convenient time. This helps us manage our resources effectively and ensures that you receive the support you need without any interruptions.

In situations where you fail to notify the office and are not home for the scheduled support service, you may be charged for the service. This policy is in place to cover the costs incurred by our support staff travelling to your location and the time allocated for your care. We understand that unforeseen circumstances can occur, and we are always willing to work with you to find a suitable solution.

Communication is key, and we appreciate your cooperation in keeping us informed of any changes to your schedule. If you have any questions or concerns, please do not hesitate to contact our office. We are here to help and ensure that your experience with Peppermint Care is as smooth and satisfactory as possible.

Do Support Workers attend on Public Holidays?

At Peppermint Care, we understand that public holidays are special times, and your plans might change. We are always happy to discuss services scheduled for a public holiday and can potentially reschedule them for a different day based on your preference. Our aim is to accommodate your needs and ensure that you receive the support you require without any inconvenience.

If you prefer to proceed with the service as planned during the public holiday, we are more than happy to assist. Our dedicated support staff are committed to providing care and assistance even on these special days. We want to make sure that your needs are met, and we are flexible in adjusting our schedules to suit your preferences.

Communication is essential, so please let us know your preferences regarding public holiday services well in advance. This allows us to plan accordingly and ensure that you continue to receive the high standard of care you expect from Peppermint Care. If you have any questions or concerns about public holiday services, please do not hesitate to contact our office. We are here to help and make your experience with us as seamless and satisfactory as possible.

How do I know if there are staff changes with my supports?

At Peppermint Care, we prioritise clear and timely communication with our participants. You will be notified of any changes to your support staff team through phone calls and emails. This ensures that you are always aware of who will be visiting and can prepare accordingly.

To further support your scheduling needs, Peppermint Care will send you an email every week to remind you of the scheduled time and day for your support worker’s visit. This weekly reminder helps you keep track of your appointments and ensures that you receive the care you need without any confusion or missed visits.

We understand that continuity of care is important, and we strive to keep you informed about any changes as soon as possible. Our goal is to provide a seamless experience, ensuring that you feel comfortable and well-supported at all times.

If you have any questions or concerns about your support staff or the scheduling of your services, please do not hesitate to contact our office. We are here to assist you and ensure that your experience with Peppermint Care is smooth and satisfactory.

How do I apply for an Aged Care Home Care Package?

To apply for a Home Care Package, you will need to contact the Government’s My Aged Care service. You can reach them at 1800 200 422 to arrange for an assessment by the Regional Assessment Service or ACAT. This assessment is necessary to determine your eligibility for the package.

Once your assessment is complete and if you are approved, you will be placed on a waiting list until a suitable package is allocated to you. This process ensures that you receive the appropriate level of care based on your specific needs.

If you require any assistance with the application process, please do not hesitate to contact our coordinator. We understand that the process can be complex and sometimes overwhelming, and we are here to help guide you through each step. Our coordinator can provide you with the necessary support and information to make the application process as smooth and straightforward as possible.

At Peppermint Care, we are committed to ensuring that you receive the care and support you need. Whether it’s helping with the application process or providing ongoing care, we are here to assist you every step of the way. If you have any questions or need further assistance, please contact our office.

Can you assist if I require emergency support services?

At Peppermint Care, our support services are designed to be adaptable and accessible, catering to a variety of needs. Whether you require one-time assistance, short-term support, or continuous care arrangements, we customise our services to suit your preferences and budget. Our goal is to provide flexible and reliable care that meets your unique requirements.

If you find yourself in need of immediate services, please do not hesitate to contact the friendly team in our Peppermint Care office. We can discuss your situation and provide information about private or self-funded in-home care options. Our team is dedicated to ensuring that you receive the care you need without delay, offering prompt and efficient solutions.

Our support services are tailored to be as accommodating as possible, giving you peace of mind knowing that help is readily available when you need it most. Whether it’s for a temporary need or long-term care, we are here to provide the support you require.

If you have any questions or need further assistance, please reach out to our office. We are always ready to help and ensure that your experience with Peppermint Care is smooth and satisfactory. Your well-being is our top priority, and we strive to deliver the highest quality of care tailored to your needs.