Frequently asked questions2018-09-20T20:54:49+00:00
How can I provide positive feedback or make a complaint?2016-06-23T14:30:19+00:00

There are many ways you can contact us with your concern. You can simply telephone our office 7 days from 0530-2300 hrs and speak with the management team, or you can go to our website www.heartbeatnursing.com.au   and click on our Client Feedback form or click on the Contact us and submit an email.

How do I thank and praise my care worker?2016-06-16T15:01:50+00:00

There are many ways you can praise your care workers. You can simply telephone our office 7 days from 0530-2300 hrs and speak with the management team, or you can go to our website www.heartbeatnursing.com.au   and click on our Client Feedback form or click on the Contact us and submit an email.

We will then take care of the rest – we love feedback and really make a fuss and reward our staff.

Please do not give gifts as the care workers are unable to accept, they are bound by their Code of Conduct.

I don’t need a shower today but I would like my care worker to take me out shopping, is that ok?2016-06-16T15:01:03+00:00

Yes, but please contact us first by telephone, any change to your care plan and services, needs to be assessed and documented. We need to ensure that you and your care worker will have adequate time and be safe.

Can your care worker take me out in their own car? Do I have to pay them for petrol, tolls and parking fees?2016-06-16T15:00:17+00:00

Yes, but please contact us first, so we can discuss where you would like to go. There is a small kilometre charge payable when a care worker transports you in their own cars. Tolls and parking fees can often be avoided, but if unavoidable these additional costs will be payable by you. These additional costs can be added to your invoice.

How can I settle my account?2016-06-16T14:59:32+00:00

Heartbeat will invoice you weekly. We can send the invoice via the post or via an email.  We can process your credit card over the phone, you can make payment via EFT or send a cheque. The payment details will be on your invoice. Our standard terms are 30 days from the date of invoice. Statements can be arranged on a monthly basis as required.

Do you cover your staff for insurance?2016-06-16T14:59:07+00:00

Heartbeat covers all care workers for Workers Compensation, Public Liability and Professional Indemnity insurance.

Do I pay your care workers?2016-06-16T14:57:42+00:00

No, all our care workers are employed by Heartbeat. We pay them weekly and manage all their PAYG (income tax) and Superannuation contributions. No need for you to worry.

How do I cancel services and what happens next?2016-06-16T14:57:01+00:00

Services need to be cancelled by 5pm the day before the confirmed service is due to go ahead. If you cancel on the day of the service a cancellation fee will be payable by you as we need to still pay the care worker.

Can I make a changes to services and bookings?2016-06-16T14:56:32+00:00

Yes, please contact our office and our friendly staff will arrange your requests.

Can I choose my care worker?2018-09-20T20:54:54+00:00

Yes, during your initial consultation and care planning process we will talk about your care worker preferences, and individual requirements such as age and gender, language and cultural requirements, specific care needs. We take great pride in providing the most suitable care workers to your preferences.

We can provide a “meet and greet “service for a minimal fee.

How do I arrange services?2016-06-16T14:55:50+00:00

Please contact us, and one of our management team will meet with you in your own home.  We will discuss your needs and goals and develop a plan together that will work for you.

Do I need a referral?2016-06-16T14:55:28+00:00

Generally no, please contact us and we be able to assist you.