Consumer Newsletter – Spring 2024
Ensuring we have a Customer Voice to our NovaCare Board and the journey ahead in 2024 to July 2025.
Since 1 December 2023, we have been working to successfully meet new Commonwealth Government rules and requirements. As part of these changes, we have extended the first annual invitation to our Home Care Package clients to join our Consumer Advisory Body. We are also proud to announce the start of our Quality Care Advisory Body.
The Quality Care Advisory Body (QCAB) plays a key role in our efforts to enhance service quality and governance. QCAB enables us to have direct communication with our board about quality issues, work on areas for improvement, and support strategic decisions by our governing body. The QCAB includes both experienced employees of NovaCare and a customer representative, ensuring that our approach is inclusive and considers diverse perspectives.
The Government is currently considering feedback from across the sector on the draft of the new Aged Care Act and stronger Aged Care Standards. Their introduction has been delayed and will now coincide with the scheduled implementation of the first stage of the Support at Home model, and provider regulatory and registration model, on 1 July 2025. NovaCare will continue to work to prepare for these changes over the next 12 months.
We are committed to providing excellent care and continuously improving our services to meet the needs and expectations of our consumers. Your ongoing feedback is vital to helping us achieve this goal.
After Hours Calls and Contact over the weekend
NovaCare have a voice mail after-hours service in place. Any calls made to the after-hours voice mail inbox will be actioned the next business day. For example, if you call on Saturday to talk to your Case Manager about a service change it will be actioned on Monday morning.
NovaCare also have a support service called Safety-Link that supports the staff delivering service over the weekend to our home care package consumers. This is NOT an emergency service. In the case of an emergency please 000, the operator will direct you to the appropriate service.
We encourage all consumers to discuss any additional services requirements prior to the weekend where possible. We understand that care arrangements can change very quickly, our aim is to respond quickly to ensure we keep everyone living safely in their own home. Our after-hours service helps us achieve this.
After Hours Advice/Medical help
Health Direct 24hr, 7 days per week phone advice:
Phone: 1800 022 222
GP Access After Hours
Phone 1300 130 147
Weeknights: 5.30pm – 8am the next day
Weekends: 12pm Saturday to 8am Monday
Public holidays: 9am – 9pm
Clinic locations:
Belmont Hospital
Calvary Mater Hospital
John Hunter Hospital
Maitland Hospital
Westlakes Community Health Centre
Private Emergency Departments:
Heal Urgent Care – Phone: 1300 090 009
96 Parry Street Newcastle – 8am – 6pm Sun – Thurs and 9am – 9pm Fri and Sat.
30 Metford Road, East Maitland – 8am – 6pm Mon – Sun
Other helpful numbers:
My Aged Care – Phone: 1800 200 422 Mon – Fri 8am – 8pm
Carer Gateway – Phone: 1800 422 737 Mon – Fri 8am – 5pm
If your call is an emergency, please call triple zero – 000.
