In Home Care Services Questions

Questions about In Home Care Services

Can I have the same staff member each time?

We try to match each client with the most appropriate care worker. We endeavour to ensure this care worker continues providing services to you, subject to your approval and his or her availability.

How do I change the scheduled services?

We are flexible as to the services you may require. Should you require changes to your rostered care services contact the ESP Healthcare office on (02) 9818 8004.

What are our service agreement terms.?

We provide a letter to you setting out our service agreement terms and engagement details following the initial consultation.

What are our fees?

Our fees for carer services will depend upon the care services that are needed. Our fee schedule can be made available on request. We can help you decide what level of service will best suit the person in care.

Who answers the after hours on-call number?

Our main phone number – (02) 9818 8004 – is answered by ESP Healthcare staff 24 hours a day, 7 days a week.

Our offices are staffed from 7.00am to 6.00pm Monday to Friday. Out of these hours, calls are diverted to our on-call personnel.

What insurance cover does ESP Healthcare have?

All ESP Healthcare staff are fully covered under the following insurance contracts:

  • $20,000,000 under Public and Products Liability Insurance
  • $20,000,000 in aggregate and $10,000,000 in any one claim under Civil Liability and Professional Indemnity Insurance
  • Employees are fully covered with Workers Compensation Insurance under the Workers Compensation Act

Do staff undergo Federal Police and a Working with Children Checks?

All staff employed by ESP Healthcare have had Australian Federal Police checks and where working with clients under 18, a Working with Children check is carried out.

What is the service cancellation policy?

We understand your day-to-day circumstances may change at short notice. We try to give you as much service-flexibility as possible but if a service is cancelled after 5.00pm the day before the service or on the same day the service is due you will be charged a cancellation fee up to the first four hours of that shift.

How do I pay the account?

We invoice for our services weekly and our payment terms are 14 days. The invoice details the services provided each day.

Invoices are emailed or posted. Payment can be made via EFT or cheque.

What does ESP stand for?

Essential Service Providers. Because we believe in providing essential services that assist our clients maintain their independence, health and general well being that comes from  staying in their own home.