Frequently Asked Questions

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.

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.

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

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.

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.

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.

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.

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

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.