We at Accuro Homecare believe we have the most understanding and compassionate practices when it comes to delivering supports to NDIS participants, allowing them to achieve the most out of their NDIS funded plan. What we do to achieve this and why we are different from other providers:
The NDIS service cancellation policy states that participants must provide their provider with 48 hours’ notice or 5 business days (depending on the dollar amount of the service booking) of their intention to cancelled a scheduled support to avoid cancellation fees.
We understand that things just pop up in life and giving extensive notice is difficult. You should not be penalised for this! With Accuro Homecare if you provide us with notice of a cancellation by 5pm the day before your scheduled support you will not be charged a cancellation fee!
Non Face to Face Services
Providers have the option of charging you for completing tasks such as writing a report about your supports, conducting a meeting with your LAC or COS etc.
We consider these tasks as essential to you achieving what you have set out to achieve and our role in your journey is to assist you to achieve these things. We consider this as part of our service and do not believe you should be charged any extra for us providing this, it is part of what we do!
Travel in between participants
Providers have the option of charging you travel time if their support worker has travelled from another participant to you. This claim could be up to 30 minutes.
We do not charge any participant travel time in between participants. We feel to charge you for a worker’s travel time from anywhere is unfair to you, you don’t control our workers rosters!
High Intensity Supports
Providers have the option to charge a higher rate if they deliver high intensity supports such as bowel care or enteral feeding.
We have standard rates across all supports. If a support is high intensity or not it is charged at the same rate.
Providers have the option to ask you to pay a kilometre fee to contribute towards the support workers petrol and running costs of their vehicle. This can at times be upwards and indeed exceed $1 per kilometre! For a 50 kilometre trip this would potentially cost you $50 or more!
Although we do charge a kilometre fee to assist our Direct Support workers run their vehicle, we have reduced this to an absolute minimum, 0.20c per kilometre! We believe an essential part of most participants supports is enabling them to access the community, get to vital medical appointments, go shopping and visit friends and family.
The NDIS has provided all providers and participants with a Support catalogue highlighting the maximum claimable amount for each support type. Many providers may choose to charge the maximum amount reducing the number of hours available to you.
All after hours, weekend and public holiday supports provided by Accuro Homecare are charged at significantly lower rates than the maximum amount claimable allowing you to be provided with more hours of support in these critical times.
Urgent and Immediate Services
Some providers will struggle to fulfil an urgent support request from you or struggle to replace your regular worker, who may be sick, with another worker. Some providers actually require a certain time periods notice to fulfil a request, such as 5 days or more.
We see all requests as important and urgent requests are obviously most important because they are urgent! Our systems and rostering team are super-efficient and can fulfil over 99% (actual statistic) of urgent and even immediate requests, we can at most times have a support worker to you within an hour!
Some providers may struggle with the influx of calls, requests and emails and may not take your call initially, may not get back to you immediately or even call you back within days!
During office hours you will ALWAYS have one of our dedicated team answer your call. Outside of office hours we have a dedicated after hours number that is available at all times. If a message is left on the after hours phone you WILL receive a call back within 30 minutes at most, usually straight away!
Give us a call on 1300 554 983 and experience the Accuro Homecare difference.