Information for customers receiving home care services

We know that you may have questions about how the coronavirus impacts the in-home care services you receive from us. We will regularly update you as changes occur. If you would like further information please do not hesitate to contact us on 8245 7196. Note: the responses to these questions are valid as of 26 March, 2020.

Why aren’t support workers wearing masks?

The Australian Department of Health and SA Health do not recommend the use of masks for people who do not have symptoms of the coronavirus.

Surgical masks in the community are only helpful in preventing people who have coronavirus from spreading it to others. People who are well do not need to wear a surgical mask as there is little evidence that the widespread use of surgical masks in healthy people prevents the spread of coronavirus. Our workers have gloves, hand washing kits and other personal protective equipment as needed. You are welcome to use masks if you choose to.

How can I be sure the support workers won’t infect me?

All our workers are trained in infection control protocols in the same way they are in hospitals. All staff have recently undertaken a refresher on infection control and additional training, specific to the coronavirus. We are communicating with staff on a daily basis as we receive updates from both state and Commonwealth health departments.

We are strictly following the recommended isolation protocols for staff members who have recently travelled overseas, have been in close contact with someone who has tested positive for coronavirus, or who have a fever, cough and flu symptoms.

What will happen if my regular workers are quarantined?

If your regular support workers are unavailable, we will make every effort to provide alternative support worker/s to provide your service. We will communicate these changes to you if your services are impacted or unable to be delivered. We will respect your wishes if you decide you do not want to use alternative support workers.

What happens if there are a high number of workers who are unavailable?

We will make every effort to deliver essential services and ensure critical needs are met. We will communicate with you if your services are impacted in any way.

What if I am unwell and I think I might have COVID-19?

If you are unwell and have a fever, cough and flu like symptoms contact your GP as soon as possible (ring ahead). If you believe you have been exposed to, or have COVID-19, you should phone the National Coronavirus Helpline on 1800 020 080 for advice.

Please call us on 8245 7196 and let us know. We will discuss with you the safest way to proceed and any steps or measures that we will need to put in place for your service.

If your condition is worsening and you need urgent medical assistance call 000 immediately.

What do I do if I have been in contact with someone who is self-isolating or is being tested for COVID-19?

If you, or someone you know, have been in direct contact with a person who has been diagnosed with COVID-19, or have been tested and are waiting for the results please call us on 8245 7196 and let us know. We will discuss with you the safest way to proceed and any steps or measures that we will need to put in place for your service.

What do I do if I test positive for COVID-19?

Your health is of paramount importance. Please call us (or get someone else to call on your behalf) on 8245 7196 and let us know. We will discuss with you the safest way to proceed and any steps or measures that we will need to put in place for your service.

Can my worker still take me out shopping or on social outings?

The current Commonwealth and state governments have implemented new measures to increase social distancing. The advice is to stay at home as much as possible. Essential services such as supermarkets, pharmacists and GP clinics will all remain open, however, sporting venues, pubs, cafes and restaurants will be closing or will only be open for take away service.

If you usually go shopping with a support worker please consider the worker going to the supermarket on your behalf. Social outings will be restricted, however, that time can be spent with you in the home or doing another activity. We are happy to discuss with you the best way to meet your needs at this time.

Can I change the type of service that I am receiving?

We appreciate that everyone’s needs are changing and you may want to change the type of service you are receiving, or how your service is delivered. We are willing to be flexible to meet your needs at this time. For example we can do your shopping for you instead of cleaning your house, if this is more important. Please ring us if you would like to change your service or how your service is delivered.

Other information

We recommend you arrange the delivery of your medication via Webster packs with your pharmacy. Please contact your coordinator if you need assistance with this service.

You may also want to consider meal delivery services, such as Meals on Wheels, as an alternative to meals being prepared for you. If you need help to organise this, please communicate with your coordinator.

Many supermarket retailers, like Coles and Woolworths, have introduced specific shopping times for vulnerable, aged or disabled people – currently between 7am and 8am. Please contact your local supermarket for more information, or visit their website.

We will contact you regularly to see that you are well and have what you need.