Will Brightwater change my home care services?

We know change can be disruptive, especially when you rely on your services for daily support. From time-to-time Brightwater may need to change aspects about your service, either on a once-off or permanent basis.

Here is how we may change your service.

Once-off change

Sometimes your regular team member is unavailable. They might be unwell, running late or taking a well-deserved holiday.

In these circumstances, we do our best to plan ahead and let you know, however, sometimes changes to your service can happen quickly.

We will always do our best to notify you and provide the services you rely on. However, on some occasions it may need to be with another team member.

*A quick note on delays – We try our best to schedule our staff with enough time to complete their service and travel to the next client. However, sometimes delays are unavoidable. We appreciate our clients giving our team 30 minutes either side of their scheduled service time for our team to arrive. We know this can be an inconvenience but appreciate our client’s patience in these instances.

Permanent changes to your service

On the rare occasion, we may need to permanently change your service separate to a request from you. Whether that be the day and time of your service, or your regular team member.

Our scheduling team will always try to notify you prior to your service changing and discuss how we can make the transition easier.

If we need to change your coordinator, we will send you a change of coordinator letter.

If you have any concerns regarding any changes, you can give your coordinator a call to discuss.

Cancelling your services

If we need to cancel your services, we will explain the reasons to you and provide assistance to access other support where we can. We may need to cancel your services in the following circumstances:

• You move away from our service area
• You move into a care home
• Another agency provides you with the support
• Your needs increase and we are unable to provide the necessary level of support. If this occurs, your coordinator will work with you to access other support
• You no longer require support
• Your behaviour is not appropriate towards staff or other clients
• You are away for an extended period of time (excluding hospital stays)

If you have any questions about changes to your services, your coordinator is a fantastic first option for assistance. If you aren’t sure who your coordinator is, give our scheduling team a call on (08) 9400 8700.