ABOUT NCN HEALTH
OUR PURPOSE
Building healthy communities together
OUR PROMISE
We work together to provide safe, high quality care that improves the health and wellbeing of the diverse communities we live in.
OUR VALUES
RESPECT
Value the rights, beliefs and choices of every individual.
ACCOUNTABILITY
Take responsibility for our decisions and actions.
PARTNERSHIP
Work together to create value in h
What is a Home Care Package?
Consumer Directed Care
Quality Provider
Principles of Care
Levels of Support
Services Available
Fees
Leave from the Home Care
Package program
Exit from the Home Care
Package Program
Advocacy
Advanced Care Planning
Feedback and Complaints
Contacts
WELCOME
NCN Health is an integrated Health Service with campuses in Nathalia, Cobram, and Numurkah. We provide a wide range of Health and Aged Care services, including:
Urgent Care Centres at Nathalia, Cobram, Numurkah
Acute Hospital Wards
Four Residential Aged Care Homes
Medical Clinic & Dental Clinics
Community Health and Wellbeing Services
The Moira Community Rehabilitation Centre
What is a Home Care Package?
The Commonwealth Government funds the Community Home Support Program (CHSP) which includes the Home Care Packages program.
A Home Care Package is money allocated to a client to directly help you remain at home.
Though the package is allocated directly to you, the client, you must choose a provider to administer the package with you.
NCN Health is an authorised provider that has been providing case management and arranging services for Home Care clients since 2009.
The level of help you may need at home is decided by the Aged Care Assessment Team (ACAT).
The amount of money you receive in your package is decided by the Government.
You decide how much support you need from a case manager to use your package at home.
Consumer Directed Care
The Home Care Packages must have a consumer directed focus. This means that you tell us what your goals are and how you want to use the funds to achieve those goals.
The decisions about how the package will be used are made by you You will also decide how much involvement you wish to have in the day to day coordination of your package.
You will also be provided with information on how the funds from the package are spent.
If you prefer you can ask someone you trust to speak on your behalf
What is a Quality Provider?
As a provider for clients on Home Care Packages we must meet the Aged Care Quality Standards as set out by the Commonwealth Government A copy of these standards can be provided to you on request.
Principles of Care
To assist the care recipient/carer to make informed choices regarding Home Care Package service provision,
To inform and respect the care recipients rights and responsibilities,
To encourage physical, social and emotional independence of care recipients/carers in the community,
To respect the privacy and dignity of the care recipient,
To complement the support given to the care recipient by family and friends,
To deliver a quality, client centred and confidential service in a timely manner,
To ensure access to services for care recipients regardless of their gender, marital status, age, sex, religious or cultural beliefs, ethnic background or capacity to pay fees, and
To respect the choice of the care recipient to involve an advocate to represent their interests.
Our Principles of Care are taken from:
Full details can be found in your home care agreement.
Levels of Support
Regardless of the level of support chosen all clients will be provided with the following:
The option to call the case manager if you need to
Initial meeting to set up the care plan and get you linked in to service providers of your choice
A yearly review of your care plan but more often if needed
Help with writing down your goals and how the package can help with reaching those goals
A monthly statement on spending
1. Full Case Management
Full case management is ideal for people who want someone to help them plan, organise and coordinate services on their behalf
You meet a case manager who will be your contact person for all your needs Full case management allows us to help you with a wide variety of your home care needs
A case manager will work closely with your doctor, can attend appointments or meetings if you need them to and help with referrals to specialist services you might need
Our case managers are skilled to provide the following support:
Assessment: Our approach allows the case manager to work with you to identify personal strengths, desired goals, care needs and difficulties you might be experiencing
Planning: We will assist you to identify your goals and the strategies needed to achieve them. This will form the basis for your care plan. We can do this as often as is needed.
Linking: By providing a link with your community, family, your doctor and social supports we can ensure your care is sustainable and holistic.
Monitoring: Regular ongoing contact with you and service providers will ensure that your package remains flexible to meet your care needs.
Review: We will meet regularly with you to check that the care plan is still working for you We will meet with service providers as well to receive feedback on the services provided to you
You can ask to talk with the case manager about changing your level of support
2. Self Directed Care
Self-directed care recognises that you wish to manage all aspects of your package on your own
We will still help set up your care plan and link you to the services of your choice
We will meet with you each year to talk about your care plan and help with any changes
Our organisation will still use a portion of the package for administration and care planning purposes
You will get a monthly statement
You can ask to talk with the case manager about changing your level of support.
What services can I access?
Your case manager can provide information on the services that your package can pay for
Your Home Care Agreement has a full list of services listing what your package can or cannot be used for. These are decided by the government. More information can be found in the Home Care Packages Program Manual for Care Recipients, this can be found at this link: https://www.myagedcare.gov.au/sites/default/files/2023-01/operationalmanual-for-home-care-package-consumerspdf
What can you expect from NCN Health?
Confidentiality and Privacy
Your privacy will be respected and maintained at all times, by all staff employed by NCN Health and by all services engaged by them to deliver care to you
Information and Consent
Before you sign a Home Care recipient agreement, your case manager will fully explain the package to you, including the objectives, restrictions and any specific requirements of the program.
Freedom of Information (FOI)
You have the right to request access to information about you. You can apply in writing to the Chief Executive Officer of NCN Health for the information A fee may be charged For more details please see the FOI brochure in your information package.
Care Plan
Your case manager will develop a care plan with you and/or your carer The care plan will include the goals you wish to achieve while you are on a package.
Fees
NCN Health charge a Care Management Fee and a Package Management Fee.
The Care Management fee covers the Case Manager support of coordinating the care and the services that will help you deliver on the goals you identified in your Care Plan Your Case Manager will provide you with the costs relevant to your package level For self-directed clients any purchased Case Manager time is charged per hour.
The Package Management fee covers the preparation of monthly budget statements, receiving, reconciling and processing of client invoices by our case managers, administration and finance teams and administration of individual client packages
NCN Health does not charge a basic daily care fee. For some clients we are required to collect fees on behalf of the government if a client has been assessed as being required to contribute to their Home Care Package. This is known as the Income Tested Care Fee.
Income Tested Care Fee
This is an extra contribution that you may need to pay, on top of the basic daily fee, depending on whether you have income over and above the basic pension The Department of Human Services (Centrelink) will assess whether you need to pay this fee and how much you will need to pay.
You can also contact the My Aged Care information service on 1800 200 422 or go to www.myagedcare.gov.au to find out how much you may be asked to pay towards the cost of your care.
How Can I Pay My Fees?
An invoice will be sent to you on a monthly basis and you can make the payment by either direct deposit, cheque or cash.
It’s okay to take leave from your package. The government will reduce the payment to us depending on how long you are away Set out below are the lengths of leave
What happens if I go into hospital or away for a few days?
Hospital leave – up to 28 consecutive days After that time the subsidy to NCN Health as the provider is paid at 25% of the basic subsidy rate.
Transition care – up to 28 consecutive days. After that time the subsidy to NCN Health as the provider is paid at 25% of the basic subsidy rate
Respite care – up to 28 cumulative days in a financial year. After that time the subsidy to NCN Health as the provider is paid at 25% of the basic subsidy rate.
Social leave - up to 28 cumulative days in a financial year After that time the subsidy to NCN Health as the provider is paid at 25% of the basic subsidy rate.
If you need to take more leave than indicated above, please talk to your Case Manager.
Suspension of the Home Care Package
You may temporarily suspend your Home Care Package for any reason and at any time as long as you notify your case manager.
Availability of your Case Manager
If your case manager is commencing leave or is unavailable, they will inform you of the dates they will be away and provide you with an alternative contact person.
Exit from the Home Care Package
We may cease to provide support to you on your Home Care Package if:
You notify us that you no longer wish to receive care through the Home Care Package program
You notify us that you wish to move to a location where we cannot provide the case management support
You wish to transfer to another provider.
Your condition changes to the extent that you no longer need your Home Care Package
You can no longer be cared for in the community with the resources available to us
Your needs are assessed by the ACAT as being more appropriately met by other types of service or care.
DO YOU REQUIRE AN INTERPRETER?
NCN Health provides an interpreting service which is available to all nonEnglish speaking clients.
Please let our staff know if you need an interpreter.
DIVERSITY & INCLUSION
NCN Health has a Diversity Plan to make sure that we meet the needs of everyone in our community, with a special focus on:
People of Aboriginal and Torres Strait Islander backgrounds
People of culturally and linguistically diverse backgrounds.
People who are lesbian, gay, bisexual, transgender, intersex (LGBTIQA+)
People living with a disability
People with dementia
People living in rural and remote areas
People experiencing financial disadvantage (including people who experience or are at risk of homelessness).
Are you of Aboriginal or Torres Strait Islander origin?
We ask this question to ensure we are meeting the needs of our Aboriginal and Torres Strait Islander community. We cannot rely on appearance or assumptions.
The only sure way to find out is to ask. Please help us to improve the health of Aboriginal and Torres Strait Islander people living in our community.
Feedback and Complaints
We appreciate and encourage your feedback as it helps us to improve our service. You can lodge a complaint or make a suggestion without fear of losing care or being disadvantaged in any way.
If you have a Concern, Complaint or a Compliment
You may discuss your concern, complaint or compliment with your case manager so that we can follow it up promptly Please call us on 5871 0900.
You may discuss your concern, complaint or compliment directly with the Manager Community Aged Care and Disability on (03) 5871 0900
You can write to the Chief Executive Officer, NCN Health, P.O. Box 252, Cobram, Vic 3644.
You may complete a hard copy or online survey at one our feedback hubs located in all waiting areas across NCN Health.If you would like a hard copy form sent to you please either call our reception team on 5871 0900 or ask any of the home care team.
You may write a letter to the Aged Care Quality and Safety Commission GPO Box 9819, in your capital city or visit https://www.agedcarequality.gov.au/making-complaint/lodgecomplaint and submit an online complaint or you can call 1800 951 822
Contact NCN Health
5871 0900
ncnhealth.org.au
ncnhealthcarehomepackageteam@ncnhealth.org.au
Nathalia Campus
36-44 McDonell St, Nathalia VIC 3638
T (03) 5866 9444
E ncnnathalia@ncnhealth.org.au
Cobram Campus
24-32 Broadway St, Cobram VIC 3644
PO Box 252, Cobram VIC 3644
T (03) 5871 0777
E ncncobram@ncnhealth.org.au
Numurkah Campus
2 Katamatite Rd, Numurkah VIC 3636
PO Box 128, Numurkah VIC 3636
T (03) 5862 0555
E ncnnumurkah@ncnhealth.org.au
Gambling
Tickets to Concerts, Sports and events
Club memberships
Used Aids and Equipment
Travel and Accommodation
Payment of Home Care Fees
Medicines
Residential Respite
Payment of Mortgage or Rent
Illegal Activities
Purchasing Food
Home Renovations
What my Home Care Package MAY fund
Gardening Services
Home Maintenance
Allied Health Services
Aids and Equipment
Meal Preparation Assistance
Continence Products
Cleaning Services
District Nursing Services
Enteral Feeding Supplies
Transport Assistance
Personal Hygiene Assistance
In Home Respite
