More about Noosa Seniors

Eligibility for services is established through a comprehensive assessment process designed to look at each person’s individual situation and needs. The assessment is undertaken by the Australian Government’s My Aged Care (MAC) program.

If you meet the Australian Government eligibility criteria, they will assign you the funding for the support you need. You can then choose who you would like providing these services for you.

You can let MAC know that Noosa Seniors is your preferred provider, they’ll then direct your funding to us, so we can commence your services.

It’s simple to get started …

Step 1
Call us direct at Noosa Seniors 5329 6175 or phone MAC directly on 1800 200 422, or online at www.myagedcare.gov.au.

Step 2
Together we will work out the type of services you might need, and connect you with MAC so you can begin accessing your aged care services .

Step 3
MAC will assess your needs and assist you in accessing the services you require.

Step 4
You nominate Noosa Seniors as your preferred provider.

Step 5
We commence your care.

The Australian and State Governments subsidise our services, and fees are determined in accordance with Government guidelines and by agreement with you or your representative.

Your fees depend on the type of service, the funding body, your needs and duration of the service provided to you.

Your monthly invoice will be generated by Noosa Council and payment options will be listed at the bottom of the invoice.

For general information about fee payment, please contact our team on (07) 5329 6175.

Should circumstances mean you’re not able to pay your fees (e.g. high medical or pharmaceutical costs), there are several avenues open to you for a reduction or waiver in fees. Please speak with your Noosa SeniorsTeam Leader member about your options.

The cost of our services may change from time to time, usually in line with Government indexation/reviews. You will always be advised of any fee changes before they come into effect.

Noosa Seniors Fees and Charges

All income collected through fees will be used to expand and/or enhance our service delivery.

Noosa Seniors Fees & Contribution Policy Noosa Seniors Fees & Contribution Policy aims to ensure a fair and equitable approach to user charging. It addresses issues of access, equity, affordability, user rights and privacy, and seeks to ensure that funds generated by the program are used most efficiently for the benefit of service users, particularly those who are financially disadvantaged.

Your safety, wellbeing, human and legal rights are very important to us. They are outlined in the Australian Government’s Charter of Rights – a copy of which was provided to you on admission to our service. They are also listed below.

You have the right to:

• Safe and high-quality care and services
• Be treated with dignity and respect
• Have your identity, culture and diversity valued and supported
• Live without abuse and neglect
• Be informed about your care and services in a way you understand
• Access all information about yourself, including information about your rights, care and services
• Have control over and make choices about your care, and personal and social life, including where the choices involve personal risk
• Have control over, and make decisions about, the personal aspects of your daily life, financial affairs and possessions
• Your independence
• Be listened to and understood
• Have a person of your choice, including an aged care advocate, support you or speak on your behalf
• Complain free from reprisal, and to have your complaints dealt with fairly and promptly
• Personal privacy and to have your personal information protected
• Exercise your rights without it adversely affecting the way, you are treated.

Treat others with respect

You, your family members, visitors and staff are expected to be respectful and considerate, making sure your behaviour does not adversely affect others. Any kind of violence, harassment, or abuse towards staff or others is not acceptable.

Pay agreed fees on time

You are expected to pay any agreed fees on time. If you’re unable to pay your fees, please speak with a Noosa Seniors team member who will work with you to help to find a solution.

What if I need to change or cancel my services?

If you could please advise the office at least twenty-four hours prior to your scheduled service, in enables Noosa Seniors to ensure resources and funding are best utilised. We understand in the case of emergency’s that this may not always be possible to give notice, however we would appreciate contact from a carer, family member, friend, or medical staff member as soon as possible. If staff arrive for a scheduled service and Noosa Seniors staff have not been notified that the services is cancelled, then the usual fee will be charged. If you fail to notify staff of service cancellations on a continued basis, unfortunately NCS would be unable to provide ongoing services.

Assist us by providing relevant information

It is important that you share information about yourself so we can provide you with safe, quality care. This may include up-to date information and any problems you have with your care or services.

Respect the rights of staff to work in a safe environment

You are expected to maintain a safe environment for staff members and others. For example, if you are receiving services in your home, keep pets away from staff members and do not smoke near staff.

What if I am going away for an extended period?

Noosa Seniors is happy to hold your services for up to three weeks whilst you are away. However, on your return from an extended leave over this timeframe, it may be only possible to resume services depending on service availability. In the unfortunate case of the service not being available, we can offer to place yourself on a wait list or we will assist you to contact My Aged Care - 1800 200 422.

The Australian Privacy Principles, under the Commonwealth Privacy Act 1988, set out how organisations like Noosa Seniors may collect, store, use, disclose and protect your personal information. We are committed to ensuring your privacy is always respected.

To protect your rights, we have robust systems in place, and we limit who can access your information. You can be rest assured that we will not disclose any personal or health information without obtaining your consent.

The information we gather is used to help us determine the best possible care and assistance required, which is tailored to your individual needs and goals. We recognise the importance of protecting this information and are committed to ensuring that all personal information we collect is handled with respect, sensitivity, and confidentiality.

Also, we use the latest computer technology to ensure your information is stored in a professional and secure manner, with our dedicated staff, volunteers and contractors always maintaining strict confidentiality and respect for your privacy.

Details we collect about you

To help manage and coordinate your care and services, we will maintain paper and/or electronic records that usually contain the following details:

• Your name and contact details
• Contact details of your next of kin or legal guardian/s
• Doctor/health care professional’s contact details
• Care and support services delivered by us
• Health information Pension, Medicare or Department

Sharing your information

With your consent, and to support your care, we may need to share information about you and your care with other health care professionals, government agencies or companies and individuals who perform activities on our behalf. There are just three exceptions when NCS may disclose your personal information without your permission:

• If you are at risk or harm or if another person is at risk of harm
• If information is requested as part of a criminal investigation
• Medical emergency

If you do not wish to give consent, you can indicate this on the consent form at any time.

Feedback

We welcome feedback because your experience is important to us. Please let us know how our assistance is working for you, and if you believe we’re providing a quality service. We will use your feedback to identify good practice, and respond to ideas for improvement as these arise.

Complaints

We take your complaints seriously, so tell us anything that is concerning or important to you by:

• Discussing with the person involved. They might not be aware of how you feel or know the ways the service is affecting you.
• Speaking to anyone you feel comfortable with who works at Noosa Seniors. Having someone you trust to approach us on your behalf, eg. a family member, friend, or other support person.
• If a you are still unhappy, we will follow the Noosa Seniors policy and Aged Care Quality Standards to effectively resolve the complaint.

Advocacy

An advocate is someone who will support you, who works and speaks out solely on your behalf. They may be a family member, friend or someone from an advocacy service. An advocate can:

• Provide you information about your rights and responsibilities Listen to your concerns
• Help you resolve problems or complaints
• Speak with us on your behalf
• Refer you to other agencies when needed.

How can I make a complaint?

Complaints and feedback can be made in person, over the phone, in writing or lodged online:

Address: 11 Wallace Drive, Noosaville Qld 4565
Postal Address: PO Box 436, Tewantin, Qld 4565
Phone: 07 5329 6175
Email: noosaseniors@noosa.qld.gov.au
Website: www.noosaseniors@noosa.qld.gov.au

External agencies

If you do not feel comfortable raising a complaint directly with us or continue to be dissatisfied after raising your complaint, external assistance is available.

The Aged Care Quality and Safety Commission
For concerns or feedback about the quality of care or services received from aged care providers funded by the Australian Government.

Website:  www.agedcarequality.gov.au
Phone:     1800 951 822
Address:   Aged Care Quality and Safety Commission | GPO Box 9819 | Queensland

Department of Communities, Disability Services and Seniors

Website:   www.communities.qld.gov.au
Phone:      1800 491 467
Address:  Complaints Unit Department of Communities, Disability Services and Seniors | GPO Box 806 |
                 Brisbane Qld 4001

Aged and Disability Advocacy Australia (ADA Australia)

Website:   www.adaaustralia.com.au
Phone:      1800 818 338 (freecall)

Noosa Council offers the following services for seniors through the Noosa Library Service.

Home Library Service – We deliver to you

Are you someone who finds it difficult to get to the library?

Noosa Library Service offers a free bespoke delivery service to housebound members of the community. We can select and deliver books and other library materials based on your needs and preferences.

To find out more about the Home Library Service phone 5329 6555 or contact us.

Loans for Aged Care Facilities

Noosa Library Service provides bulk loans of library materials to aged care facilities throughout the region. These loans are tailored to the needs of residents and are swapped periodically throughout the year.

To find out more about organizing Bulk Loans for Aged Care Facilities please phone 5329 6555 or contact us

Help with technology

Noosa Library Service has developed a range of programs to suit our own community, including introductory sessions in a variety of areas such as using smartphones and staying safe online.

Most sessions are aimed at beginners wanting to gain basic skills and confidence. The Next Steps classes are for those who want to have a go at trying things out once they have gained confidence.
Bookings are required for all sessions. To book phone us on 5329 6555 or click here  to book online.

Adult Literacy Program

Noosa Libraries offers free one-on-one tutoring in English reading, writing, spelling, speaking and numeracy. This takes place at Cooroy and Noosaville libraries at flexible times and days. We also host a weekly informal English conversation group, where people from a non-English-speaking background can practise speaking and listening skills and make new friends, while learning about Aussie culture. Noosaville Library: 1.30-3.30 Wednesdays during school term time.