The Aunty Grace Home Care Experience

Your home care experience should be the very best it can be... Right from the start.

 

At Aunty Grace, we've designed a clear, empathetic process that supports you through every stage of your home care journey. We want you to feel confident and supported about your home care choices, whether you’re exploring private options, or navigating government-funded packages.

 

Stage 1: First Contact & Enquiry

 

At Aunty Grace, your home care journey always starts with a friendly hello from our local team. We’ll ask you where you live so we can introduce you to our team members in your area.

 

Your dedicated care partner will be a part of this team, a local who understands your community and culture.

 

We then explain our services, focusing on learning and understanding your situation, and establishing what you want and need from your home care. What type of help do you want? What goals do you have for home care? What times and days work best with your schedule?

 

If you already have a care package or budget, we can explain how our services will fit in with those arrangements.

 

During that initial conversation, we usually book a non-committal in-home visit with one of our friendly Field Home Care Specialists. The sooner this visit is scheduled, the quicker you can explore your options. This person will meet up with you and your family at a time that’s convenient for you, and start putting together your personalised care plan.

 

If there is anything you don’t understand, or you have any concerns, please ask. We want you to feel completely comfortable with us.

 

New Enquiries and Initial Conversations: Frequently Asked Questions

 

Who responds to new enquiries and what's discussed during the initial conversation?

Our friendly, caring, knowledgeable Inbound Home Care Specialists handle all new enquiries. During this conversation, they'll:

• Introduce Aunty Grace and explain our services
• Ask about your current situation and the kind of help you’re looking for
• Discuss your options including days, times, and services that best suit you
• Explain how our services will fit into your budget or care package
• Answer your questions or address any concerns you may have
• Explain your next steps and how they work

 

What information do you collect from the person or their family in that first call?

We collect:

• Your name and contact information
• Your suburb
• Information about the type of care you’re looking for, and what your goals for home care are
• Where you're at currently in your home care journey – just starting out or already receiving a Home Care Package
• Information about your budget or care package, if applicable
• Your preferences around days, times, and types of services
• Any special care requirements
• Any questions or concerns you might have

 

How fast is follow-up or service commencement from initial contact?

We always try to respond and follow up promptly, usually within 24 hours. We also usually recommend booking a home visit with our Field Home Care Specialist during the initial conversation so we can arrange your services and get your support started as soon as possible.

 

Stage 2: In-Home or Phone-Based Assessment

 

One of our Field Home Care Specialists will visit you and your family at home. Usually this meeting is arranged during your initial contact with us.

 

During the meeting, we go through and build on the information you’ve already given us to review your situation in detail. The Specialist will ask you about your goals, needs, and preferences. This is your opportunity to tell us exactly what you want from your home care. We don’t want to overlook anything.

 

Once your Specialist knows what you’re looking for, they’ll explain the services we have available in your area. Often we’ll also give you examples of how these services work for our other local clients. Together with your Specialist and family, we’ll look at all your options – from your care choices and schedule, to other programs that might benefit you.

 

At any time throughout this process, you can ask questions and seek clarification about anything you don’t understand. We want you to feel comfortable with the process, and be fully involved in creating your personalised care plan.

 

At this point, the assessment does not commit you to anything. It’s only after you’ve signed up with Aunty Grace that our nominated experienced Care Partner will contact you to arrange a more detailed follow-up assessment. This is where your personalised care plan will begin to take shape.

 

In-Home or Phone-Based Assessment for Home Care: Frequently Asked Questions

 

Who usually conducts the care assessment and what are they evaluating?

Our Field Home Care Specialists conduct the initial care assessments and they assess:

• Your goals for your care, and how we can support you in achieving them
• The most suitable local Care Manager and care program for you

 

If you choose Aunty Grace for your home care – and we hope you do – we’ll contact one of our local Care Partners, who will then arrange a follow-up assessment. 

During this final assessment, the care partner looks at:

• Your specific health, lifestyle, and care needs
• Any particular health challenges or concerns you may have – nutrition, social isolation, dementia and so on
• Your home environment, including accessibility needs
• Your preferences around days, care times, and service types
• How your care package or budget will support the proposed services

 

How do you tailor the care plan from that first meeting?

The Care Partner will consider all the information they’ve collected from meeting you, and discussing your requirements (assessments). From that, they’ll come up with a detailed, personalised care plan and schedule for you that factors in your goals, preferences, and budget.

 

They’ll then match you with the most suitable local support workers and programs. If you require special services – like memory support or social activities – these will be carefully selected from our network.

 

And, as always, your plan remains totally flexible. You can change it at any time to suit altered circumstances or requirements.

 

Do clients get to review or approve the plan before services begin?

You are in charge of your plan from start to finish.

 

After your home visit, we'll send you your proposed schedule and plan to review. You and your family can then discuss it and make any changes.

 

When you’re completely happy and set to sign off, just let us know. There’s no hurry; do it when you’re ready. Your services won’t begin until you are satisfied everything is exactly what you want, and give us your go-ahead.

 

Stage 3: Care Team Assignment

 

At Aunty Grace, we believe that having the right people on your care team is the most important thing. So we go to great lengths to make sure you're matched up with the best possible care worker(s) for you.

 

From your very first conversations with us, to your final assessment, we're listening closely to what you want. We want your home care experience to be the best it can be.

 

Care Team Assignment Frequently Asked Questions

 

How does Aunty Grace match a client with the right care worker(s)?

During your initial conversation with our Inbound Home Care Specialist, we’ll establish your needs and preferences, including hobbies, interests, and the type of care partner you’ll feel most comfortable with.

This will include considerations like:

• How you like to receive care
• Language and cultural background
• Age, interests, hobbies, etc
• Your life history where relevant

 

Based on that information, we then search our large network of available care workers to find one that most suits you. All our care workers are qualified to deliver high-quality care so our primary goal is finding someone you feel comfortable with.

 

Is there a meet-and-greet or introduction before services start?

We don’t usually arrange for our care workers to meet clients before services start because we work closely with this team and have built strong relationships with each individual team member.

 

However, if you’re not happy with your workers, let us know and we’ll arrange a replacement. We'll also check in regularly to make sure they’re still the right fit for you.

 

How do you handle situations where the client requests a new carer?

If your current carer isn’t working out, we will arrange a replacement quickly and effectively. No questions asked; you are in complete control of who works with you. However, if you can spare the time to provide feedback to help us improve, we’d truly appreciate it.

 

Whilst our large team of workers are all amazing people with great skills and experience, we know that sometimes things just don’t work out. And that’s perfectly OK. We'll keep working with you until we find the perfect fit.

 

Stage 4: First 2 Weeks of Care

 

The first few weeks are about learning what works best for you. During this time, we set up your services and make sure everything is running smoothly and as it should.

 

Our first call is usually 2 days after your care plan home visit. We’ll also call you after your first service is delivered to make sure everything went well. Of course, you can contact us at any time with any concerns you may have.

 

We also appreciate feedback – good or bad – as it helps us help you better. We can pass on the compliments, and fix what isn't working so well.

 

Stage 5: Adjustments & Refinement

 

If for any reason something isn’t working in your care plan, or your requirements change, it can be altered, particularly during your first month of care. This is a living document, one designed to flex alongside your needs.

 

You’ll receive a schedule each week outlining your planned services for the next fortnight. We send this to you and your nominated reps, usually via email, SMS, or some form of automated notification. If you have any suggestions and changes to this schedule, let us know and we’ll work them in for you.

 

We also call you, or your designated rep, once a month to make sure everything is going well. Are you happy with our services? With your care worker? Do you want additional support?

 

If you tell us something isn’t going to plan, or we notice changes to your health, we’ll suggest services and support that may help. We can link you up with external services too. Remember – you can also contact us at any time to discuss your care. This can be by phone, email, post, or online portal. Our friendly team is here to support you, and answer your questions.

 

Our goal at Aunty Grace is always to work with you to make sure your care plan is exactly the way you need it. You can also change services, carers, or your priorities at any time.

 

Adjustments & Refinements: Frequently Asked Questions

 

What does Aunty Grace do differently to make the onboarding experience smooth or comforting?

Aunty Grace assigns you a dedicated care team from your very first contact with us. This helps to ensure you only ever have to tell your story, and provide your details, once.

 

The Aunty Grace team is friendly, caring, attentive, and always available. We treat you as a person, someone with unique needs that deserves a unique care plan.

 

How do you ensure families feel confident and informed during the first 30 days?

When you sign up with us, we collect your relevant contact information, including all the various people you want kept informed. We then make sure these contacts always receive the information you want them to get.

 

Our client portal is available 24/7 for viewing information, staying informed, notifying us of any changes, or requesting we get in contact with you.

 

Our newsletter keeps you and your family informed about seasonal trends, Aunty Grace events, and good news stories.

 

What do you wish more families understood about that first month of care?

The first month of care with Aunty Grace is all about settling in with your new care services and care worker. Finding out what works, and what doesn’t. It can take a few weeks to perfect but we’ll always work with you and our care team to get it right.

 

Why not contact us today to discuss your home care requirements.