Welcome to a new year at My Care Solution! We look forward to seeing where this new year takes us.
A special welcome to any new and returning employees of My Care Solution. We hope you settle in nicely, thank you for joining the team to support older Australians to remain independent in their homes for longer.
This issue contains a lot of important information in regard to upcoming industry wide changes, MCS incentive programs, communications recently sent to clients, and a variety of updates and reminders specific to support workers, so please read carefully.
Don’t forgot to bask in the compliments received from our clients and their representatives, as well as generally enjoying life’s simple luxuries.
Kindest regards
Moti Naral, Chief Executive Officer
Wellbeing with Wendy Support at Home Program The Campbelltown Office is moving
The Australian Government is implementing the Support at Home Program in response to recommendations from the Royal Commission into Aged Care Quality and Safety. It also directly addresses Principle 1 of the Aged Care Taskforce:
The aged care system should support older people to live at home for as long as they wish and can do so safely. Around 1.4 million older people will benefit from the program.
Support at home will:
• Better support older people to remain independent at home through an increase in places, with an additional 300,000 people supported by 2034 - 35.
• Bring together current in-home aged care programs over time.
• Have new assessment and classifcation arrangements to ensure the program is more equitable.
• Increase focus on early interventions to help people to stay active and independent.
• Ensure higher levels of care for those with complex needs who require more help to remain at home. With funding set to grow with the needs of an ageing population, Support at Home will provide timely access to the services people need to remain living at home.
Key elements:
From July 1st 2025, the new Support at Home program will replace the Home Care Packages Program and the Short Term Restorative Care (STRC) Programme. It will provide:
• Upfront supports to maintain independence, such as allied health, assistive technology and home modificiations.
• New classification and budget levels to better meet a person’s aged care needs.
• Price caps and participant contributions set by government.
What the new Aged Care Act means for you
To learn about the new changes and how they might affect you, click here.
The Healthcare Australia office is moving from Unley into the CBD and with it the Campbelltown office staff will also vacate the current office and join HCA in the new office.
This is set to occur at the end of this month, so please ensure you collect gloves before we move.
The new address is:
L2/108 North Terrace, Adelaide
Employee Assistance Program
My Care Solution is now using the Employee Assistance Program
- People Sense. This is a free, professional and confidential counselling serivce.
More information here
As we will now be adopting this service, our previous service Therapia will no longer be available.
We acknowledge that Therapia’s services have assisted many over the years, and believe this new program will also benefit staff greatly.
Wellbeing with Wendy Compliments to our incredible team!
Keep up the great work! Below are some compliments MCS staff have received from clients and their families recently.
• From Client’s brother D - your dedication to your work and caring for your clients is inspiring. I am very grateful to you for your help with M. We have been very lucky to work with you.
• From discharged client D and his family - thank you for your insight into our situation and in particular, I wish to acknowledge your logicial and calming influence when problems seemed very difficult. You went way and beyond the call of duty. MCS gave us skilled workers who were a joy to have in our house. We thank you all so much for your participation in our lives.
• From Client P - I am appreciative of my Caregivers M and D. They always go above and beyond and I would not be able to manage at home without them. I look forward to their visits each week, they are such lovely people.
• From Client B - I want to pass on my gratitude to all of MCS for being so helpful and responsive since moving from another provider. Everyone I have spoken to has been lovely and I am so happy with the service I receive. I wish I moved to MCS years ago!
HCP Pricing Update
As at 1 February 2025, there has been a pricing update for HCP customers.
They have been informed of this and have also spoken to their Customer Care Manager to confirm their acceptance of change in fees.
A change has only been made to the Care Management and Package Management fees.
For updated fees, please click here
Debit Card Payments
Changes are being made to how clients pay their direct debit payments. Payments will now occur fortnightly rather than monthly. There is no extra costs to the clients as a result of this change. Payments will also appear on their statements as ‘HCA Home’.
No further action needs to be taken.
Client Outings (February - April)
Our next three client outings are booked. These outings are an excellent way to to allow clients to socialise with others and improve both physical and mental health.
The full day including lunch, travel, and any activities costs $349, paid via a client’s Home Care Package where possible.
February 19th
Clients will take a trip to the Mount Compass Strawberry Farm for some strawberry picking, followed by lunch at the Mount Compass Golf Club.
There will be two pick up locations, Glandore Community Centre and Wilfred Taylor Reserve.
March 19th
Clients will journey back in time to the biggest pioneer village in the Southern Hemisphere - Old Tailem Town. They’ll experience life from the 1860s - 1960s followed by lunch at the Tailem Bend Bakery.
There will be two pick up locations: Wilfred Taylor Reserve and Glandore Community Centre.
April 23rd
Clients will explore the history of one of the oldest remaining colonial public buildings in Adelaide and its grisly past - The Adelaide Gaol. After a tour through the Gaol, clients will enjoy lunch in the park.
There will be 2 buses running for this outing. One will pick up clients from The ARC in Campbelltown. The other will pass by both Wilfred Taylor Reserve and Glandore Community Centre.
For More Information Contact Tanya: Tanya Clifford: tanya.clifford@mycaresolution.com.au
Support Worker
$300 Incentive
Whilst the requirements of the support worker role shifted, we are still always in need of more support workers.
You can find the updated requirements here
MCS are offering an incentive of $300 to any staff member who directly refers an applicant for the support worker role.
Requirements:
• The application must be successful.
• 50 Caregiving hours must be completed in order to receive the incentive.
Note: There are no limits on how many referrals are made.
Please email maria.nye@mycaresolution.com.au if you have any queries.
Staff Corner
Staff Feature
This issue we’re introducing you to our newest Customer Care Manager stationed at the Victor Harbor officeLouise.
Louise Allen - Customer Care Manager
How did you get started in the aged care industry?
After I was offered a carers job. I felt I desparately needed a change of direction after 18 years of retail management had left me with a poor work/life balance.
When I moved to Australia 14 years ago from the UK I very quickly found a job in disability but found I preferred aged care and subsequently found a job with a service provider. I started as a home support worker and worked my way up to an RAS assessor, my career lasted over 12 years with the service provider before being made redundant last year.
Which My Care Solution value do you align with most and why?
I pretty much align with all of MCS’ values equally. I obviously have compassion for both humans and animals, I treat everyone the same. I am ultra organised and have a very sarcastic sense of humour.
How do you take care of yourself outside of work?
I love travelling around SA and sometimes interstate competing with my horses, dressage, judging, or volunteering at equestrian events. I am a qualified Equestrian Australia dressage judge and qualified as a sports injury massage therapist on both humans and enquines in the UK.
I try to ride one (two if I’m lucky) most days, weather permitting. I have regular riding lessons (if the Olympic riders still have lessons then I’m sure I definitely need to). I have a very good Osteopath that I visit every few weeks to keep me aligned.
Pet Feature
I have 3 horses, Clarence, Lily and (the new addition) Walter (Lily’s younger brother).
Clarence is a retired racehorse, he raced under the name Hidden Warrior until he was 7.5 years old, winning nearly $500k mainly in NSW.
I bought him from his owners for $1, I retrained him and taught him dressage, show jumping, and eventing.
We have had a very successful competition carer including being Eventing State OTT (off the track) champion, riding club OTT dressage champion, Eventing class at Mount Gambier and numerous best OTT horse in competitions.
Clarence is semi retired from competitions as he is 16 this year. He is an absolute clown, always wanting to be the centre of attention. His favourite thing in the world is liquorice.
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Lily started her dressage competitions late last year, winning reserve riding club champion. She is only 7 years old so has many years to progress.
Walter is only a year old but he will have big boots to fill. They are both Paint horses and came from Green Banks Paint stud in Victoria.
I also have an elderly (foster failure) cat called Violet and 2 greyhounds Jack and Lola. I can’t call them retired as they never raced and haven’t done a days work in their life!
Jack had thyroid cancer over 2 years ago but is still going strong.
Dementia & Getting Older
From our Dementia Support Lead Betty.
Dementia is a term used to describe a range of progressive disorders that affect the brain. There are younger people living with dementia, but it is more commonly a condition of older age, accompanied by aged-related issues.
Our brain controls everything we do, with messages travelling to and from the body so if the brain is being affected by dementia, daily lives will be affected too. The varying forms of dementia impacts the brain differently which means the experience of dementia is highly individual but with some similar themes.
If Support Workers need support to understand changed behaviours that your customer is displaying, please contact the Customer Care Manager to discuss with me so we can support you.
Betty Hurrell - Dementia Support Lead
10 Absolutes for Support Workers
Never argue. Instead agree. Never reason. Instead divert. Never shame. Instead distract.
Never lecture. Instead reassure.
Never say ‘can you remember?’. Instead reminisce.
Never say ‘You have told me that’. Instead divert.
Never say ‘You can’t’. Instead say ‘Let’s do this’.
Never demand. Instead ask or encourage.
Never force. Instead reinforce.
New Look! Home Folders
New HCP clients will be given the newly released Home Folder, with existing clients making the switch over time. The folders include the following documents:
• My Customer Care Manager
• Home Care My Say Feedback Form
• My Money Transaction Record
• Charter of Aged Care Rights
• Code of Conduct for Aged Care
• Being Me
• My Right, My Choice, My Funding, My Privacy, My Risk, My Money, My Transport Statements.
• Advance Care Planning
• Care Gateway
• Older Person Advocacy Network
Please note: Support workers are no longer required to hand write a progress notes in the client’s folder. All case notes are to be lodged in the Salesforce Service app.
The Real Luxuries
Client Incentive Program
Please be aware that as of October 14th, a new client offer and client referral offer has been implemented.
New Client Offer - What is it?
A reward for new clients for joining with MCS. They will receive an initial $200 EFTPOS card to say thank you, then an extra $50 each month for the next 12 months if they stay with MCS. Click here to learn more
Client Referral Offer - What is it?
A reward for existing clients when they refer their friends. They will recieve a $200 EFTPOS card if they refer a friend to MCS. Click here to learn more
How do people find out about the offer?
All our clients have received communciation on this either through post with their statements or via the digitial copy of the MCS client magazine. Promo information for potential new clients will also be shared through client consults.
Hot Weather Tips
As we have been experiencing some hot weather recently and will continue to do so over the summer months, please ensure you are reaching out to vulnerable customers and checking in on yourself.
Tips for keeping cool
• Use air-conditioning if availalbe to maintain a comfortable temperature indoors. Use electric fans if air-conditioning is not available. At extremely high temperatures (around 39 degrees and above), fans can be less effective at keeping someone cool.
• Wear light, loose-fitting clothes.
• Avoid being outdoors in the hottest part of the day as much as possible. If you must go outside, seek shade or shelter.
• Close curtains and blinds to block out the sun.
• Spend time in the coolest area of your home.
• Limit physical activity, for example household chores or exercise, to early in the morning when it is coolest.
• Use stoves and ovens as little as possible as these can heat up the home.
• Wet your skin with cool water using a spray bottle or a damp sponge/cloth.
• Place cool packs or crushed ice in a damp towel loosely over your neck and shoulders.
• Take cool showers or baths or sit for a while with your feet in cool water.
• Seek out cool places or air-conditioned public faciliites in your local area if you can safetly travel without getting too hot.
• When it becomes cooler outside, open your windows and doors toallow warm air out and cool air in.
When outdoors, protect yourself from the sun by applying sunscreen and wearing sun-protective clothing, sunglasses, and a wide brim hat.
Learn the signs of heat-related illness
It is important to learn the signs of heat stroke, heat exhaustion, heat cramps, and heat rash, how to treat the symptoms, and when to seek medical help.
Heat Stroke - What is heat stroke?
Heat stroke is the most severe heatrelated illness. In extreme heat, your body’s ability to cool itself down can fail, causing your body temperature to increase to a dangerous level. If left untreated, this can result in permanent disability or death. Heat stroke requires immediate Medical emergency care.
Symptoms Include:
Confusion, slurred speech, agitated and altered mental state, loss of consciousness, profuse sweating or hot, dry skin, muscle twitching or seizures, rapid breathing, a quick and strong pulse, very high body temperature.
Stay cool during power outages
Extreme heat and heatwaves can cause power outages which affect your air-conditioning or electric fan. Find out how to prepare for a power outage during extreme heat and plan ahead here.
Your local energy distributor has informatoin on current and planned power outages in your area. If you don’t know how your local energy distributor is, you can find out via Australian Government - Energy Made Easy.
After the head has passed
The strain of heat exposure, including disrupted sleep, can be felt after the hot weather has passed.
Stay aware of your health in the days following hot weather and seek medical advice if you feel unwell. Continue to drink plenty of water. Take time to rest and recover.
Support Worker Information
Support Worker Pay Rates Update
Recent communications have been sent to all support workers in reference to the changes to the SCHADS Award.
Please refer to the communications you were sent to get a full understanding of what changes are occuring.
eHCA App Modules
There are 3 modules now overdue for a handful of support workers. These include:
• Principles/Basics Infection Prevention & Control
!You MUST send your completed certificates to commcare.compliance@healthcareaustralia.com.au to ensure the module is marked as complete.
Other MCS opportunities
We’re looking for support workers who might be interested in assisting at markets, expos, or shopping centre pop ups to promote My Care Solution.
You will be accompanied by office based staff member/s who will bring all the necessary materials for the stall and will be compensated for your time.
If you’re interested, please reach out to chantelle.kaesler@mycaresolution.com.au
Utilising Your Networks
We’re searching for community groups, sports clubs, churches, and other similiar networks that might be interested in learning more about My Care Solution or in-home care.
If you are part of a group that would be interested we would love to arrange for a information session with them.
Please reach out to chantelle.kaesler@mycaresolution.com.au
Alis Modules
For those having trouble accessing the Alis training modules, please click on the topics which are link to the courses.
1. The Know your Code Module is under the Code of Conduct Course.
2. The Being Aware: Introduction to the SIRS module is under the Serious Incident Response Scheme Program. It is the first module under the SIRS part 3: Reporting serious incidents in residential services sub-course.
An update from your Service Delivery Team Leaders
We would like to thank you for your hard work and dedication in the delivery of care for our clients, each and every day.
We just wanted to touch on a few subjects, outlined below:
• Support workers MUST call the office to get approval to stay overtime with a client BEFORE you end your shift so your shift hours/time sheet can be adjusted. If you don’t seek approval from MCS offices, you may not be paid for the overtime.
• When transporting a client, please enter this in your Salesforce app notes where you have driven and the amount of kilometres travelled. Contact us (Leonie or Colleen) via email if you have any problems with claiming kilometres travelled and we can enter this in your timesheet manually for you.
• Check the service delivery instructions in the Salesforce field service app before you visit your client each time for the latest information or duties to be performed as this does change frequently. Please contact us, Leonie and Colleen if you are needing a refresher on how to view the service delivery instructions in the Salesforce app.
• Continue to check your Salesforce field service app daily for added shifts and remember to data sync the app each morning before you head out for the day and last thing at night to have the most up-to-date service information.
• Remember that Support Workers are not permitted to cut a client’s hair or fingernails. Contact the MCS office so we can assist our clients to acheive this. Also, contact the MCS office to report a fall both witnessed or unwitnessed and you MUST contact the office to advise if you are running late for a service or instructed to leave a service early.
We are reading your client care notes daily from the Salesforce fields service app, and would like to pass on some helpful tips on improving quality documentation. Clear and comprehensive documentation not only benefits our clients you’re supporting, but also contributes to effective teamwork and colalboration within MCS.
• Case notes should be client centred. This means to record how the client was on arrival or during service. Did you leave your client happy, and goals met at the end of the service? Did you note any deterioration of the client and proceed to contact the office to inform?
• Effective documentation provides evidence of each shift and Support Workers accountability in giving care and should reflect the quality of care being delivered.
• Your notes should reflect what took place within the shift in the order that they occured and mirror the clients care plan and individual goals of care by following the service delivery instructions.
• Remember that client notes are a legal recording that can be called into evidence in a court of law. Auditors, legal representatives or any other authorized individuals may seek our documentation records at any time. Therefore, we rely on Support Workers care notes to support any claims, actions, and outcomes.
• MCS services are a minimum of 2 hours, therefore documentation should reflect and validate the service duration of this time.
• If your client informs you they are not feeling well during the service, you have a duty of care to respond and then record your actions and outcome
Actions can include: “Instructed client to rest and called the office to advise.”
Outcomes can include: “Client stated that they felt better after eating breakfast, having a rest, or at the end of the serivce.” “Client advised she has an upcoming GP appointment, or no outcome has been achieved but I have advised the MCS office and CCM will follow up.”
• When attending to a service for a client to adminster medication, please add to your app note that you have:
- Checked and signed the medication authority to the medications in the home.
- Given the correct medication from the webster pack, and if the client tolerated the medication.
- Record and report to the MCS office promptly any incidents or issues whilst still in attendance with the client.
• DO NOT adminster medications if not instructed to do so in service delivery instructions, or if the medications do not match the authority.
• Medication errors are to be reported to the office immediately.
Please continue to contact us, your SDL supervisors Leonie and Colleen, if you are requiring any support or aditional information to help you achieve quality documentation.
We just wanted to finish by saying that we are on the same TEAM, working together to complete our goals to have successful outcomes.
