Frequently asked questions

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”.

Download our Live-in care frequently asked questions brochure

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.

· 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.

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.

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.

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.

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 all seniors.

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.

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.

The size and cost of your home care can depend on several factors including your Government subsidised contribution, your additional contribution as determined by Government means testing, and the services you wish to receive.

Because of these factors, there is no one-size-fits-all price that can be applied to everyone.

One person’s package may entirely consist of Government subsidies, in which case they will not be required to contribute any additional finance.

Another person’s package may be made up entirely by an independent fee-for-service arrangement, in which case, they will be responsible for the entire cost of the their care.

Goodwin strives to provide the highest-quality of care while maintaining affordability. When choosing a home care service provider, we encourage you consider not only cost, but also the history, reputation, and quality of care offered.

To see Goodwin's fees for services obtained through a Home Care Package, please click here for a printable PDF of our short brochure. Please note, these prices relate to Government subsidised Home Care Packages only.

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

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.

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.

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 care managers to ensure your care is tailored for your personal needs and goals.

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 Manager can advise you depending on your personal case.

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.

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.