Not sure about something? These FAQ's might have the answer you're looking for.

  • What can I bring into my new home?

    To help you personalise your room and feel at home, we welcome you to bring as much of your personal belongings as you are able to such as ornaments, pictures, photos, quilts, blankets etc. Larger items such as furniture and cabinets can be brought in as long as they do not present any safety issues within your room. If you wish to bring any larger items, these will need to be discussed with the Residential Services Manager before moving in. 

  • Can I bring my pet with me?

    No, unfortunately pets are not permitted to come to Alwyndor on a permanent basis. However, with prior approval, they can certainly come and visit. It is policy that all visiting dogs must remain on their lead at all times while on site. 

    Alwyndor currently has dogs that regularly visit with our friendly volunteers for the enjoyment of all residents, as well as a resident cat named Milo.

  • Can I have a telephone or the internet connected?

    Yes, a telephone and internet can be connected in your room. During the admission process we will provide information and discuss the service plans that we offer.  

  • Can I have visitors?

    Yes, visitors are more than welcome with no restrictions on visitors or visiting times. All visitors to Alwyndor are asked to respect that many people call this home too. 

  • Can I take a tour of the facility?

    Alwyndor offers tours to small groups. For more information and how to book, please visit our events page here or contact our Customer Liaison Team on 8177 3200.

  • Do you have couples accommodation?

    We have four rooms available that we can offer as accommodation for couples. To see if we can accommodate you, please contact our Residential Services Manager on 8177 3200.

  • How do I apply to move into Alwyndor?

    The steps of moving to a residential facility can be confusing which is why we are committed to helping you understand the process. If you would like to apply, please contact our Residential Services Manager on 8177 3200. Alternatively you can complete our enquiry form here, and we will get back to you within 48 hours to help you through the process.

  • Is Alwyndor accredited?

    Yes. Aged Care facilities are subject to and must pass an accreditation process. The audit is undertaken by the Aged Care Standards and Accreditation Agency. The process involves periodic full audits, as well as unannounced spot visits to monitor continuing compliance with standards. You can view Alwyndor’s most recent site audit reports on the Quality Agency website http://www.aacqa.gov.au/publications/reports

    New Consumer Experience Reports
    From 30 June 2017, a new Consumer Experience Report has been introduced. These are published following re-accreditation audits of aged care facilities and can be found alongside the audit reports on the Quality Agency website. For more information go to the Australian Aged Care Quality Agency website http://www.aacqa.gov.au

  • What are the costs?

    Information about our accommodation and costs can be found here. For detailed information including the cost of care, residents or their nominated representatives can call the My Aged Care contact centre on  1800 200 422 or visit www.myagedcare.gov.au

    All residents pay a daily fee. Any additional charges are calculated on the person’s ‘assessed value of assets’. Current rates of aged care fees, charges and thresholds are listed on the Schedule of Resident Fees and Charges which is available on the Department of Health's website at www.agedcare.health.gov.au/aged-care-funding

    Residents can elect to have a telephone or the internet connected in their room which will be charged with the Residential Fees Account. Residents are responsible for the cost of their pharmacy account and other incidentals such as newspaper delivery, hairdresser, dry cleaning and labelling of personal clothing. 

  • What if I have a Compliment, Complaint or Suggestion?

    We value your feedback which is why we have a feedback form to easily submit your compliment, complaint or suggestion. 

    If you wish to provide us with feedback, click here to go to our feedback form.

  • What if I only need care for a short amount of time?

    This is known as respite care. Respite is a period of temporary accommodation in an aged care facility. For more information and FAQ's on respite care at Alwyndor please see here.

  • What kind of personal care can I expect to receive?

    Care needs are accessed and a personalised care plan created to ensure the care received is based on each residents individual clinical and social needs.


  • How do I get referred?

    After you have been assessed as eligible for a home care package, there is a 5-step pathway to access and manage your services:

    1. Receive the outcome of your assessment

    2. Research home care providers and work out the costs

    3. Be assigned a home care package

    4. Enter into a home care agreement

    5. Manage your services 

    The My Aged Care website will help you discover more about the referral process.
    Visit www.myagedcare.gov.au/help-home/home-care-packages or call Alwyndor and have a chat with one of our coordinators on 8177 3200.

  • How long can a HCP be provided?

    Once you commence on a HCP package, services will continue to be provided for as long as you remain eligible, are in the same council area and can be safely supported with this level of care. Depending on your HCP, if your needs increase you may be offered transfer to a higher level HCP. If your needs reduce, you may be offered transfer to a lower level package.

  • What happens when I apply for a Home Support Package?

    When your Home Support Package is assigned, a coordinator will arrange a mutually convenient time to visit you in your home. The coordinator will talk with you and anyone else you choose to have present about your needs and the type of help you might require. A written service plan will then be developed in consultation with you describing the help Alwyndor will provide, and the agreed days and times of our staff visits. You’ll also be given a service agreement which will explain your rights and responsibilities and those of Alwyndor. 

  • Can I change my program or services?

    Packages are designed to be flexible within funding limitations. One off and short term changes can be organised with your Coordinator, subject to available funds. Services will be reviewed regularly and can be changed as your needs change. If the type of package you have no longer meets your needs, your Coordinator will help you identify and access other sources of care and support.

  • How much does it cost?

    CHSP is based on an hourly charge.

    If you’re entering into a L1-L4 you are expected to pay a fee for these services.  

    You may be asked to pay one or both of the following under a Home Care Package.

    • Basic daily care fee for Consumer Directed Care (CDC) equivalent to 17.5% of the single basic pension. 
    • An income tested fee may apply if your income is over a certain amount. This is determined by Department of Health and reviewed every quarter. 
    • Case management applies to all Home Care Packages (CHSP excluded)

    Please note: The Government will reduce the amount of subsidy it pays to your service provider (Alwyndor), based on the amount you are asked to pay as an income tested fee. The income test arrangements and the care subsidy are administered by the Department of Health.

    You can contact the Department of Health on 1800 653 227 or My Aged Care on 1800 200 422 to help estimate the fees and charges you may have to pay towards your package. Alternatively, you can use the calculator on the My Aged Care website www.myagedcare.gov.au

  • What are my rights as a Home Support Client?
    • Be treated with respect 
    • Be involved in deciding what care will meet your needs 
    • Have a written agreement covering everything you and your service provider have agreed to 
    • Have your care and services reviewed 
    • Privacy and confidentiality of your personal information 
    • Be given information on how to make comments and/or complaints about your care and services 
    • Have your fees determined in a way that is transparent, accessible and fair 
    • Be given a copy of the Charter of Care Recipients’ Rights and Responsibilities for Home Care

  • What are my responsibilities?
    • Respect the rights of the workers 
    • Give enough information to the service provider so they can develop and deliver your care plan 
    • Follow the terms and conditions of your written agreement 
    • Allow safe and reasonable access for care workers at the times agreed in your care plan 
    • Pay any fees outlined in your written agreement
  • Who funds the Alwyndor HCP Program?

    Alwyndor is funded by the Australian Government (Department of Health and Ageing), to provide HCP services.

  • What if I have a Compliment, Complaint or Suggestion?

    We value your feedback which is why we have a feedback form to easily submit your compliment, complaint or suggestion. 

    If you wish to provide us with feedback, click here to go to our feedback form.

  • Who is eligible?

    Healthy Living Services funded through the Department of Health are for people who are over 65, no longer working and who have registered with My Aged Care. Private services are available to anyone.

  • What type of referral do I need?

    We accept referrals from My Aged Care for funded services through the Department of Health. We accept GPs, medical specialists, other allied health professionals, carers and self referrals for private services.

  • Do I need to make a booking?

    Yes, bookings are required. If you require an urgent appointment, please contact us on 8177 3200 and we can do our best to fit you in on the same day or at the earliest time available. 

  • How much does it cost?

    Fees will vary depending if you are a private client or government subsided.

    For information regarding our fees on an Allied Health service or a group, please contact us on 8177 3200.

  • What do I need to bring?

    This will depend on the service or group you are attending.

    For our groups, all equipment is supplied. It is recommended to bring a water bottle to keep hydrated and a towel if you prefer.

    If there is something specific you are required to bring our Healthy Living Team will contact you. 

    If you are a private client your private health care card will be required upon payment. 

    We request that all clients have their medicare cards with them for their first visit. 

  • What if I have a Compliment, Complaint or Suggestion?

    We value your feedback which is why we have a feedback form to easily submit your compliment, complaint or suggestion. 

    If you wish to provide us with feedback, click here to go to our feedback form.


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