FAQs
General
We encourage feedback and see it as an important part of improving our services. Your views help us learn, improve and better support the people and communities we work with.
You can share your feedback in the way that suits you best:
- Complete our online feedback form at any time
- Read our Feedback Policy, which explains how feedback and concerns are handled
- Call our reception team, who can assist you or direct your feedback appropriately
- Speak with one of our team members, who can support you to share your feedback or pass it on for you
All feedback is welcomed, taken seriously and used as part of our ongoing commitment to continuous improvement.
Starting aged care support can feel overwhelming, especially if this is the first time you or your loved one needs help.
In Australia, government funding is available to eligible people to help them access aged care support. Whether you need a little help or more regular care, the first step is usually through My Aged Care.
My Aged Care can help you understand what services may be available to support you to live safely and independently at home, or to access residential aged care if your needs change.
You can also ask My Aged Care for an interpreting service when you call them.
If you do not have a referral code and are just getting started, you can contact My Aged Care on 1800 200 422 or visit the My Aged Care website.
You can think of My Aged Care as the starting point for aged care support. When you call My Aged Care on 1800 200 422, you can explain what support you need. You can also ask for an interpreting service if required.
After registering your details, My Aged Care will organise an assessment to better understand your needs. This may be for entry-level support, Support at Home, respite care or residential aged care.
Once you are approved and receive a referral code for services, you can choose your preferred provider. That is where we can help.
Residential Aged Care
For more than 55 years, we have supported older people across Southern Tasmania with care that is personal, practical and deeply connected to the people and places we serve. Our staff are highly trained, experienced and local, with a genuine understanding of the communities our residents call home.
Our homes in Franklin, Dover and Nubeena offer more than care. They offer a safe and welcoming place to live, with water and mountain views, familiar local faces and support that feels personal.
We take the time to know each person, understand what matters to them and provide care that helps them feel respected, included and well cared for.
In Tasmania, this assessment is completed by the Aged Care Assessment Team, also known as ACAT. The assessment helps determine your eligibility for residential aged care or respite care.
To organise an assessment, contact My Aged Care on 1800 200 422 or visit the My Aged Care website.
When entering residential aged care, you will need to choose how to pay for your accommodation. This may be through a Refundable Accommodation Deposit, known as a RAD, a Daily Accommodation Payment, known as a DAP, or a combination of both.
The DAP is calculated from the RAD amount using a government-set interest rate called the MPIR. You can choose a payment option that suits your financial circumstances.
Our team can explain the different accommodation payment options, and you may also wish to seek independent financial advice.
Yes. Residential aged care is available for people with limited financial means.
Depending on your income and assets, part or all of your accommodation costs may be supported by the Australian Government. Services Australia can complete an income and assets assessment to help determine what you may need to pay.
This agreement explains your rights, responsibilities, fees and the services provided. Once the agreement has been signed by all parties, you can move into your new home.
Our homes have Registered Nurses on duty 24/7. Our staff are carefully selected, trained and committed to providing the high-quality care you would expect.
Our team has experience across many areas of aged care, including dementia support, palliative care and everyday personal care.
Our aim is to help you remain in your home with the right care in place as your needs change. We will work with you, your family or representative, and health professionals where needed, to make sure your care continues to support your wellbeing.
Our approach is to achieve the best possible care outcomes for people living with dementia, while maximising quality of life through quality care.
Our team takes the time to understand each resident, their needs, preferences and what helps them feel safe, comfortable and included.
Our palliative care staff are highly trained and work around the clock to support each person’s comfort, dignity and wellbeing. We work closely with residents, families and health professionals to ensure each person’s end-of-life experience is as close to their wishes and preferences as possible.
Spiritual care can mean different things to different people. It may include religious care, cultural connection, personal reflection, emotional support or simply having space for what is meaningful to you.
We aim to create space for individual expressions of spirituality in a way that feels right for each person. If spiritual, cultural or religious support is important to you, our team will work with you and your family to understand how we can best support your needs.
At the heart of our care is the belief that spiritual and emotional wellbeing are just as important as physical, mental and social wellbeing.
Respite care provides short-term care in a residential aged care home. It can give carers a break, support someone after illness or hospital stays, or help a person experience residential care for a short period before making a longer-term decision.
Many people find respite care positive and reassuring. It can help you and your family understand whether residential care is the right next step.
We ask that visitors are considerate of other residents and follow any health and safety requirements in place. Well-behaved pets may also be welcome to visit, depending on the home and resident needs.
If family or friends are unwell or have symptoms of COVID-19, influenza, gastroenteritis or another contagious illness, we ask that they wait until they are well before visiting.
Meals are an important part of everyday life. Our team aims to provide food that is enjoyable, nourishing and suited to residents’ needs, with meals served in dining areas or in the resident’s room when needed.
Support at Home
The Support at Home program replaced the previous Home Care Package program from 1 November 2025.
Support at Home is designed to improve access to services, products, equipment and home modifications that help older people remain healthy, active, independent and connected to their community.
It also includes short-term or additional supports, such as:
Restorative Care Pathway
This can help you maintain or improve your independence through multidisciplinary allied health and therapy services.
End-of-Life Pathway
This provides access to additional services to help you remain at home during the last three months of life.
Assistive Technology and Home Modifications Scheme
This supports access to products, equipment and home modifications based on your assessed needs.
The Support at Home program is designed to help you maintain your independence and remain living safely at home for longer, with services tailored to your needs.
It may suit you if you have more complex care needs, or if you need a greater range of care and support services to be coordinated and managed with the help of a dedicated Care Partner.
The Support at Home program is available to eligible Australians aged 65 and over, or 50 and over for Aboriginal and Torres Strait Islander people, following an aged care assessment.
Once you are approved for Support at Home, you will be allocated funding based on the level of care and support you need.
Your Care Partner will work with you to navigate the Support at Home program, make the most of your budget and adapt your services as your needs change.
Together, we will create a support plan that helps you remain safe, independent and comfortable at home.
Support at Home services sit under three service categories: Clinical Care, Independence and Everyday Living.
Clinical Care may include:
- Nursing services
- Allied health, such as physiotherapy, occupational therapy and podiatry
- Nutrition support
- Clinical care management
Independence may include:
- Personal care
- Social support
- Respite care
- Transport
- Assistive technology
Everyday Living may include:
- Domestic assistance
- Home maintenance
- Meal preparation
- Garden maintenance
Your Care Partner will work with you to navigate the Support at Home program, make the most of your budget and adapt your services as your needs change.
Together, we will create a support plan that helps you remain safe, independent and comfortable at home.
Support at Home services sit under three service categories: Clinical Care, Independence and Everyday Living.
Clinical Care may include:
- Nursing services
- Allied health, such as physiotherapy, occupational therapy and podiatry
- Nutrition support
- Clinical care management
Independence may include:
- Personal care
- Social support
- Respite care
- Transport
- Assistive technology
Everyday Living may include:
- Domestic assistance
- Home maintenance
- Meal preparation
- Garden maintenance
No. Government guidelines set out what Support at Home funding can and cannot be used for, and all providers must follow these rules.
If you are unsure whether something is included, your Care Partner can talk you through what your funding can be used for and help you make the most of your support.
The services you receive under the Commonwealth Home Support Programme have not changed now that the Support at Home program has commenced.
If you receive your home support through the Commonwealth Home Support Programme, you will move to Support at Home no earlier than 1 July 2027, unless you are reassessed and approved for a higher level of support before then.
This staged approach gives Commonwealth Home Support Programme providers time to prepare for the move to Support at Home and help ensure continuity of the services you receive.
From the start of the new Aged Care Act, the Aged Care Quality and Safety Commission will register and regulate Commonwealth Home Support Programme providers. Providers will need to meet obligations based on the type of services they deliver and will remain accountable for the safety and quality of care they provide.
We will communicate with you directly about any changes to your in-home care arrangements before they occur.
The services you receive under the Commonwealth Home Support Programme have not changed now that the Support at Home program has commenced.
If you receive your home support through the Commonwealth Home Support Programme, you will move to Support at Home no earlier than 1 July 2027, unless you are reassessed and approved for a higher level of support before then.
This staged approach gives Commonwealth Home Support Programme providers time to prepare for the move to Support at Home and help ensure continuity of the services you receive.
From the start of the new Aged Care Act, the Aged Care Quality and Safety Commission will register and regulate Commonwealth Home Support Programme providers. Providers will need to meet obligations based on the type of services they deliver and will remain accountable for the safety and quality of care they provide.
We will communicate with you directly about any changes to your in-home care arrangements before they occur.
To receive services through the Support at Home program, you will need an aged care assessment through My Aged Care.
You can contact My Aged Care on 1800 200 422 to start the process. If you are unsure where to begin, our team can help explain the steps and guide you through what to expect.
Once you are approved and receive your referral code, you can choose us as your provider.
An approved provider is an organisation approved to deliver Australian Government-funded aged care services to eligible people.
Your provider is the organisation you choose to deliver and manage the services you need, whether that is support at home or residential aged care.
If you are looking for a better fit, moving to another area, or wanting a more responsive and caring local team, switching providers is possible.
You can compare providers and choose the one that feels right for you. If you decide to switch to us, our team can talk you through the process and help make the transition as smooth as possible.
We will work with you and your current provider to help ensure your care continues with as little disruption as possible. There are no exit fees when you switch providers.