FAQ

The decision to choose a better quality of life is often accompanied by lots of questions. Here we’ve anticipated some of the questions you might have about our services, but please contact us if you need any more information.

Questions

  • Who do I contact about living at Goodwin?

    Our professional and helpful Sales team is ready to assist you with questions regarding Goodwin independent living villas and apartments. Call 02 6175 5000 to speak over the phone or to schedule an appointment. Or you can email us directly.

  • How do I apply for an independent living villa or apartment at Goodwin?

    If you are interested in moving into a Goodwin independent living villa or apartment, you need to register your interest by filling in a simple register of interest form.
    Once registered, we will provide you with regular updates and communication about properties that become available at Goodwin. To register your interest, please download a form here, go to our Contact us page or collect a form from our Sales Office.

  • What's the benefit of registering my interest now?

    Property allocation is based on the date you registered your interest. For example, if you are interested in purchasing the same property as another person (which does happen) but you registered a day before the other person, then you are allocated the property because you have been on the list longer. Being registered also means you are regularly updated on available property and news at Goodwin.

    Register your interest by submitting our simple register of interest form by email, mail, or drop into any of our villages.

  • What are the arrangements for paying for an apartment of villa?

    Goodwin uses a Loan and Licence arrangement. To find out how this works, please call our Sales Office where one of our friendly staff can explain the benefits to you in detail, or download our Frequently Asked Questions document to find out more.

  • What is covered in my ongoing fees at Goodwin?

    An annual maintenance fee will cover ongoing expenses such as rates and water charges, common area grounds maintenance and administrations office support—similar to a body corporate fee. These are reviewed each year. Residents pay for their own energy (electricity and gas) and telephone service.

    Download our Frequently Asked Questions document to find out more about costs structure and fees.

  • Can I take a tour of Goodwin?

    Absolutely! Our sales team will be happy to arrange a special visit to the Goodwin village of your choice where you can see firsthand what it would be like to live in an architect designed home within an active and independent living community.

  • What is Goodwin's policy if I have a complaint or feedback about services?

    We welcome you to raise any issues or concerns with us so that we can properly investigate. Employees will immediately raise your complaint with their manager for action, or you can go to management direct. We review all suggestions and complaints for opportunities for systemic improvement.

    View our feedback brochure in PDF format for more about Goodwin's process for complaints and feedback.

I’ve lived at Goodwin for seven and a half years now and I wouldn’t change a thing. We are very grateful for all the wonderful amenities and caring support offered here at Goodwin. Leo,
Goodwin Village Ainslie

Questions

  • How do I get started?

    A great start is to come along to one of our Open Days, to tour a facility and ask your questions in person. Open Days are free, and regular at each of our sites. For more information about the system generally, try myagedcare.gov.au. To enter live-in care, or “residential aged care”, you will need an independent assessment of your needs – called an “ACAT assessment”.

  • What is an ACAT assessment?

    The Aged Care Assessment Team (ACAT) is a team of health professionals who following a doctor’s referral, will visit the client at home or in hospital to assess the level of care required. You will not be eligible to enter a residential aged care facility permanently until you have been approved as eligible following an ACAT assessment. An ACAT assessment can approve your eligibility for Residential Aged Care (both permanent and respite) as well as home care packages. Goodwin’s Admissions team can help you arrange your free ACAT assessment and to navigate the government’s system.

  • What information does Goodwin require from you, to apply?

    · Completed Goodwin Application Form
    · Statement of Assets if the application has assets above the Department of Health & Ageing threshold or;
    · Centrelink/DVA 'Assets Assessment' if the application has assets below the Department of Health & Ageing threshold.
    · A copy of your current ACAT Assessment
    · A copy of the Enduring Power of Attorney or Legal Authority
    · If you feel the need to include a letter outlining your present circumstances you are more than welcome.

  • Is it essential to have an Enduring Power of Attorney appointed?

    A resident can be admitted into our aged care facility without an Enduring Power of Attorney (EPOA) appointed, however we recommend that it is considered. An EPOA would come into effect if the resident became unable to make their own decisions, according to a formal diagnosis.

  • Will Goodwin help us with advanced care planning?

    Yes. We will work closely with residents and their families/guardians on advanced care planning, as appropriate in preparation for end-of-life care. We recommend that you consider a plan in advance, to ease challenging times. Advanced care planning is addressed in the Pre-admission Pack that you will receive upon acceptance of a placement in one of our facilities.

  • What is Goodwin's policy if I have a complaint or feedback about services?

    We welcome you to raise any issues or concerns with us so that we can properly investigate and ensure quality of care. Employees will immediately raise your complaint with their manager for action, or you can go to management direct. There are also formal external avenues including the Aged Care Complaints Commissioner. We review all suggestions and complaints for opportunities for systemic improvement.

    View our feedback brochure in PDF format for more about Goodwin's process for complaints and feedback.

I’ve lived at Goodwin for seven and a half years now and I wouldn’t change a thing. We are very grateful for all the wonderful amenities and caring support offered here at Goodwin. Leo Praks,
Goodwin Village Ainslie

Questions

  • Do I have to be on the Aged Pension to receive home care services?

    No—Federal Government care programs are available to any person who is assessed as eligible for aged care. You may be asked to make a contribution to your care, based on a means test by the Federal Government and whether you receive the Aged Pension. Goodwin’s private services are available to any senior.

  • How much help or support can I receive under home care?

    The amount of care provided depends on your agreed needs and goals. Home Care Packages provide for the most amount of care, as recipients are expected to have more complex needs. You purchase a package of service not an amount of hours. The Commonwealth Home Support Programme (CHSP) can be ideal for those who need low levels of care or support services like domestic help.

  • Do I need to sign an agreement?

    Yes—If you receive a care package from Goodwin you will be asked to sign an agreement. These agreements detail the services that a care recipient will receive, variations to the level of service, fees payable, circumstances under which the package can be terminated, privacy issues, rights and responsibilities and details about Goodwin.

  • What are the costs of government funded home care programs?

    The Australian Government pays for the bulk of aged care in Australia. You are required to contribute to the cost of your services if you can afford to do so. This will vary with each individual circumstance, according to your income and whether you are a pensioner. Your Goodwin Care Coordinator can advise you according to your personal circumstances.

    For details of the client contribution policy for services under the Commonwealth Home Support Programme (CHSP), download our client contribution fees policy document.

    Details about the amount of Government funding for Home Care Packages can be found on the government’s My Aged Care website www.myagedcare.gov.au

  • What is the pay schedule?

    Goodwin will send you an account monthly. Goodwin asks that this account be finalised within 14 days.

  • Can I access transport under home and community care?

    Goodwin is able to assist our clients with transport arrangements. Client must be aware that transport is included in your hours of service not in addition to.

  • Is an ACAT assessment required to access Community Care?

    Yes—for Home Care Packages. For the Commonwealth Home Support Program, which is a lower level of care, you need an assessment from the Regional Assessment Service. Goodwin can assist you to arrange assessments. An assessor will visit you to conduct an assessment of your needs. They will discuss the assessment and arrange referrals to community care services if appropriate.

  • I’ve heard the term “Home Care Package”. What is it?

    Home Care Packages are one of the programs for Federal Government funding for home care. They offer a coordinated package of services for consistent, planned care, up to high-level care needs. Packages with Goodwin include access to clinical care plus Goodwin’s Dedicated Case Management to ensure your care is tailored for your personal needs and goals.

    Note that the Federal Government is implementing national changes from 27 February 2017, to allow consumers greater choice and control over their services. Click here for a summary, and what it might mean for you.

  • I’ve heard the term “Consumer Directed Care”. What is it?

    Home Care Packages (see above) in Australia are delivered under a Consumer Directed Care system from July 1, 2015. This is a Federal Government initiative, and all providers across Australia must follow this same system. Consumer Directed Care means:
    · You get a personal budget that is money to be used only serving your needs
    · You get to choose what care services that budget is spent on, and we’ll work with you to tailor your care to your changing needs
    · You’ll receive regular itemised statements from Goodwin
    Your budget is determined by the Federal Government based on your needs assessment, any supplements you are entitled to, and any income-tested fee you are required to contribute according to your financial circumstance. Your Goodwin Care Coordinator can advise you depending on your personal case. For more information about Home Care Packages and Consumer Directed Care, call us or visit My Aged Care at www.myagedcare.gov.au

  • What is the Commonwealth Home Support Programme (CHSP)?

    The Commonwealth Home Support Program is an entry-level home care program funded by the Australian Government.

    Goodwin home care services empower you to continue living the life you enjoy, as your needs change. Our services also provide regular company, and help you maintain community connections if you’re not so mobile anymore. Goodwin’s services include domestic assistance, personal care services, transportation and shopping, respite care and social support including Goodwin Day Clubs.

    Visit My Aged Care for more information: www.myagedcare.gov.au

    For details of the client contribution policy for services under the Commonwealth Home Support Programme (CHSP), download our Client contribution fees policy document.

  • I've heard the system for home care packages is changing in 2017. What are the changes?

    The Federal Government is implementing national changes from 27 February 2017, to allow consumers greater choice and control over their services. Click here for a summary, and what it might mean for you.

  • What is Goodwin's policy if I have a complaint or feedback about services?

    We welcome you to raise any issues or concerns with us so that we can properly investigate and ensure quality of care. Employees will immediately raise your complaint with their manager for action, or you can go to management direct. There are also formal external avenues including the Aged Care Complaints Commissioner. We review all suggestions and complaints for opportunities for systemic improvement.

    View our feedback brochure in PDF format for more about Goodwin's process for complaints and feedback.

I’ve lived at Goodwin for seven and a half years now and I wouldn’t change a thing. We are very grateful for all the wonderful amenities and caring support offered here at Goodwin. Leo Praks,
Goodwin Village Ainslie resident and home care recipient