Frequently Asked Questions

Yes. Platinum Healthcare is a private organisation and we operate under a ‘user pays’ arrangement where we simply invoice the care recipient (or whoever will be paying for the service) for the services being provided.

You can change home care providers at any time. So, whether you’re moving location or just dissatisfied with your existing provider you now have the option to change to a new provider.
For more information about changing your home care provider see here.

Yes. Our cancellation policy is 24 hours, so as long as we are notified at least 24 hours prior to the commencement of the service, no charges will be incurred & your service can be re-scheduled to accommodate (wherever possible). If we are notified less than 24 hours prior to the commencement of the service, full charges will apply.

We’d be more than happy to post or e-mail a price list out to you – please contact us to request one and we’ll be sure to get one out to you ASAP along with a copy of our service brochure which you can download here if you’d like to.

Definitely not! To us, agency is all about transient staff coming and going and calling up to “see if there’s work for me today.” All of our staff work directly for us (we don’t employ sub-contractors) and because we provide services for our own clients as well as for other organisations, we are able to offer our staff regular work. This means greater job security for our staff, and better, more consistent services for our clients who can enjoy having the same staff member more often.

Simply contact us and we will be more than happy to discuss your needs and how we may be able to provide the level of support you require.

We take all feedback seriously, positive and negative. If you have any feedback you’d like to provide, please contact us for a confidential discussion. We assure you we’ll do our best to ensure that any concerns are addressed and provide feedback regarding rectifying a situation or addressing any concerns as quickly as possible.

As often as is possible, we strive to ensure the same staff member provides the services on a regular basis, rather than having lots of different people coming in and out of your home. Unfortunately, this isn’t always possible due to staff commitments, however if anything about your service changes (i.e. staff member attending, time) for any reason, we’ll certainly contact you ASAP to advise you of this.