Frequently Asked Questions

Aged Care – Things you may be wondering

frequently-asked-questionsMany people have questions when they are considering aged care for a loved one. We understand that there is a lot of information to process and lots of things to consider.

Below you’ll find answers to our most frequently asked questions. If you have a query that is not included here, please give us a call or email us and we’ll be happy to help.



What geographic area does A.P. Care Services cover?

A.P. Care Services staff provide provide services throughout Sydney and the Illawarra region.

Am I eligible to receive a service from A.P. Care Services?

Anybody who needs the type of assistance we provide is able to receive services from A.P. Care Services, all of which are provided on a fee for service basis.

How much does it cost to have an A.P. Care Services team member come out to support me?

Costs vary on the type of service you require, for example, the cost of one hour of domestic duties will be less than the cost of one hour of nursing services. The minimum amount of time you can book an A.P. Care services worker to come out and provide you with any sort of care is one hour.

What if I can’t afford to pay?

Frail older people and younger people with disability in NSW, and their carers, who are having difficulty managing in their own homes are often eligible for help. We can point you in the right direction of various government bodies you can approach.

How do I get assessed as being eligible for subsidised home care services?

If your requirement is for aged care, you may contact Gateway for Aged Care on 1800 200 422 or see their website at Gateway for Aged Care will advise you on packages of care, eligibilty and which organisations have care available.

If you require disability services contact Family and Community Services on (02) 9377 600 or see their website at They will be able to give you some direction, as the National Disability Insurance Scheme is currently only operating in certain areas.

What happens if I am Eligible?

Regardless of the care you require, eligibility has to be established through an assessment process, and once eligibility is confirmed, options are discussed. Being eligible does not automatically get you a service as there is a high demand.All funded service packages, if able to help, will draw up an agreement outlining your services and fees. Usually clients make a contribution towards services they recieve based on ability to pay. Your services representative will advise you regarding what you can be expected to contribute.

As A.P. Care Services broker services to a number of funded programs, we may provide you a service under a brokerage arrangement. You can always request A.P. Care Services and let us “help you live a better life”.

I am looking for someone to help care for Mum/Dad/Family member… is this what you do?

Absolutely! Let’s talk about what you need, what kind of support you are looking for… is it Aged Care, Respite Care, Domestic Assistance or assisting a person requiring Disability Services and then we can work out who would be the best person to help you.

Do you have Government Funding?

No, we do not – we are a private for profit organisation who charge a fee for service. At A.P. Care Services, we accept anybody who needs the type of assistance that we offer. We will assess the client’s care requirements and develop a Care Plan that meets the needs of the client. We can provide Case Management if required. A slightly different assessment process is applied to government subsidised clients. Each of our services is provided on a fee for service basis.

  • If your requirement is for Aged Care, you may contact the Gateway for Aged Care on 1800 200 422 or see their website at to see whether you are eligible for any government subsidised programs that offer assistance to the aged.
  • If you require Disability Services, contact Family and Community Services on (02) 9377 600 or see their website at to see whether you are eligible for any government subsidised programs that offer assistance.

How Much does it Cost?

Fees vary depending on the service provided or the package of care you want. We are happy to discuss with you, what your individual needs are and how we can best assist you and your family. Packages of care are available for Home Care Services, Respite Care, Aged Care, Dementia Care, Personal Care, Disability Services or a combination of any of these services. Please contact us to discuss this further.

What do we have to do to get service?

Speak to us about the type of service you need/want and let us help you make a plan for the services you need and the fees package that best suits those services.

How do you choose the right person for us?

We like to think of it as match making – we talk to you about what you or your loved ones needs are and through that process get a sense of you or your loved ones personality. Then we match carers that have the skills and characteristics that we believe will best match for the types of services requested. For example: a Carer experienced in Aged Care or Dementia Care versus a Carer with experience in providing Disability Services.

Do I get to meet the staff before they start?

Generally, in consultation with you/your family – we would make the choice of the most suitable match for services to be provided, however, if you would like to meet the staff member prior to service commencing, this can be arranged as an initial service or a meet & greet. The fee for this would be incorporated in your service package.

What if we don’t like the person or they don’t fit in?

Under the Aged Care Act, the Home Care Standards, The National Standards for Disability Services you have the right to decide who provides care within your home. Of course we would discuss with you why you feel the carer does not fit in and what we can do to make the match a better fit. If there is no resolution we will be happy to match up another carer to help you live a better life. (If you’d like further information on our values, click here).

What do I do if I want to cancel the service?

  • Cancelling a service can be done the day before service is to be provided or a cancellation fee is charged.
  • Cancelling the service permanently is to be done in writing and all fees owing paid within 7days.

Will all discussions/information be Confidential?

Absolutely! All staff sign confidentiality agreement at commencement of employment and periodically throughout their employment. A.P. Care Services makes an agreement relating to all clients’ information to keep it secret and confidential as a legal duty as stipulated under the Privacy Act 1988 & the Privacy Amendment (Private Sector) Act 2000 and to take reasonable steps to prevent disclosure of information of a confidential nature. Please feel free to contact us further to discuss how “we can help you live a better life“.

Can my Carer be involved in Legal Matters?

Our staff are not allowed to do anything that involves your legal or financial matters, such as:

  • Operate your bank account, unless the client or person responsible fills out the necessary paper work
  • Act as your power of attorney
  • Act as executor of your estate
  • Sign credit cards
  • Offer financial advice
  • Offer to buy anything you own
  • Accept loans or gifts, including any benefit from a client’s Will

Can Care Workers handle my money?

A.P. Care Services requires the written consent of the client’s, or their immediate Carer, if a Care Worker is to handle money for a client. Care Workers will above all be honest and accurate in any accounting they are required to do. In particular, our Care Worker will:

  • only undertake tasks involving money which are specified in the written consent;
  • provide receipts for all money spent on your behalf;
  • not undertake their own business at the same time as they are carrying out your transactions; and
  • ensure that you receive proper value for all expenditure undertaken on your behalf.

When can service commence?

This may vary depending on care requirements, complexities and availability of staff, but as a general rule, one to two working days.

Can Carers administer medication?

AP Care Services staff are able to monitor medication usage if the medication is in a Webster or Blister pack that has been packaged by a Pharmacist, and we have access to the written Care Plan.

Who will I deal with on a day-to-day basis about my care?

The A.P. Care Services Coordinator is the first point of contact for all day-to-day inquiries for clients, their families and their Case Managers. You will be notified of the Coordinator’s contact details.

What if my needs change from the time I initially contract A.P. Care Services?

Once your services commence, we will regularly review your needs together. Any changes are updated in your Care Plans and Service Contracts.

I have complex needs. How will my needs be assessed and routines followed?

A.P. Care Services will assess the client’s care requirements and develop a Care Plan that is task-oriented and accessible for Care Workers to follow.

By completing a needs assessment as early as possible, we aim to ensure the Care Plan meets the needs of the client. A Client Care Plan with documented processes is compiled as an information resource to be kept at the client’s home (with their permission).

If necessary, we will organise for our care workers to receive client specific training. Please note that slightly different assessment processes are applied to government subsidised clients.

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