Frequently Asked Questions

Here is a list of the questions most frequently answered by our Heather Hill Care Team.

If you don’t see the question you are looking for below, our team is ready to answer your questions 7 days per week.

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Home Care Support FAQ’s

What is Consumer Directed Care?

Home Care is now Consumer Directed, which means that you can choose your Home Care Provider, and the type of care or lifestyle support you want to receive out of your government funded package. Your level of support will be assessed by the government and allocated a level 1 to 4 based on the level of your needs.

As a Government Approved Provider, we will organise and pay, with your direction and out of your funded package, home care support & allied health services. Our home care support includes personal carers, registered nurses, professional cleaners, gardeners, pet walkers, computer and technology support, and cooks. Our allied health services include diversional therapists, speech therapists, exercise physiologists, hydrotherapists, personal trainers, podiatrists, dieticians and any other professional health service providers you request.

What types of Home Care Packages are Available?

The government provides four levels of Home Care packages.

Level 1 – $176 per week

Level 2 – $310 per week

Level 3 – $676 per week

Level 4 – $1021 per week

View the My Aged Care Fees.

How Do Home Care Fees Work?

Home Care Fees have two parts:

1. The Basic Daily Fee

The Basic Daily Fee is set depending on the level of the package . Please refer to the link here to see the most recent fees. Heather Hill does not charge this fee to home care clients.

2. The Income Tested Care Fee

The Income Tested Fee is an extra contribution that some people pay as determined through an income assessment. The contribution is calculated dependent on the level of declare income and can range between $0 and $33.59 per day. Please refer to the My Aged Care fee for more information. All Home Care providers collect the Income tested fee to pass wholly onto the government.

What is Case Management?

Heather Hill will charge Administration and Case Management. This fee is dependant on the level of the package assigned. Please ask for a copy of our fees when enquiring. These fees allow for ongoing rostering and coordination of your support. Our call centre is staffed 7 days per weeek to respond to emergencies. Our coordinators will routinely speak with you by phone or in person to review your budget and requirements.

Can I change support staff?

Heather Hill Group boasts a large diverse team and our aim is to match you with the best staff member to support your needs. Should you wish to discuss changes our coordinator team is happy to work with you.

Do you charge an exit fee?

Heather Hill Group does not charge an exit fee.

What if I don’t have a Home Care Package?

It’s important that you contact My Aged Care to get started if you are unsure. Once you have engaged with My Aged Care you will be assessed. This is commonly referred to as an ACAT (Aged Care Assessment Team). This may be done via phone or in person and will provide a report to determine whether you are eligible to receive a government home care package. If you are needing urgent support please talk to our team about Private Care arrangements.

I have a Commonwealth Home Support Package. Can Heather Hill Group provide support with that?

Heather Hill Group is a recognised Consumer Directed Care package provider but is not registered to deliver Commonwealth Home Support Packages (CHSP). Should you be needing further support beyond what can be provided (e.g. your care needs have increased) we strongly recommend that you contact My Aged Care to arrange an Aged Care Assessment. Once this is undertaken Heather Hill can discuss your needs and determine whether any funding has been allocated.


Is Heather Hill an NDIS Coordinator service?

Heather Hill Group is registered for focusing on participant social support and community engagement by working with your preferred NDIS Funds Coordinator, NDIA or yourself should you be a self managed fund. Heather Hill Group will not manage the NDIS package directly.

I don’t have an NDIS package. What should I do?

We also handle private clients. Please contact our office to discuss your options. Should you be seeking an NDIS package please contact NDIS on 1800 800 110.

What types of activities does Heather Hill Group do with Participants?

Heather Hill Group support workers will work to the activities and budget you want.  From a day at the movies to going fishing we will be happy to discuss what your preferences are.

Can I change support workers?

Heather Hill Group will work with you to find the best match to your needs.  If you feel you wish to change who you would like Care Support Team can make arrangements to provide an alternative support worker.

Do you provide transport?

Heather Hill Group works with many transport groups, however, is not a transport company.  You should talk with your NDIS provider about options and your budget.  Our Care Support Team are happy to discuss how best to arrange this with you.

Nursing Agency FAQ’s

Where can your nurses travel to?

Heather Hill Group can provide Agency nurses and carers to anywhere throughout Queensland or further if required.  Please contact our office to discuss or email hello@heatherhill.com.au.

Are your staff accredited?

All Heather Hill staff are registered and comply with Criminal History and NDIS Screening.

Are staff immunised?

Heather Hill group requires staff to provide proof of vaccination (Flu and Covid) prior to commencement.  Annual Flu shots are a requirement of our team.

What is your minimum call out time?

Heather Hill Group Agency placements are a minimum 4 hour placement.

What level of nursing do you provide?

We provide all levels of nursing from Facility Management, RN, EEN and AN/PCA.  Our staff meet requirements of APHRA and criminal checks where required.

Do you provide long term contracts?

Yes.  We work with many facilities and can work with you to design service contracts based on your requirements whether short or long term.

Have a Different Question?

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Alternatively, you can email us anytime — hello@heatherhill.com.au

Or call — 07 3720 9122