Frequently Asked Questions
Here you’ll find a list of FAQ’s (Frequently Asked Questions) regarding the services we provide and how things work with Platinum Healthcare.
If you have any queries that are not addressed below or would like to call to discuss how we may be able to assist you or your loved one(s), please contact us.
Can I receive services from Platinum Healthcare even if I’m not eligible for a government-funded assistance package?
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.
I’m on a government-funded package with another provider bu I’m not happy with the service I’m receiving. Can I swap to Platinum Healthcare?
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.
Can I cancel or change services if something else comes up, like a doctor’s appointment?
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.
I can’t find a copy of your price list on your website – how much do your services cost?
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.
So are you just like another recruitment agency?
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.
What if I’d like to receive more services like having someone also take me to do the shopping, to doctor’s appointments or provide support overnight?
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.
What if I’m not happy with the services I’m receiving from Platinum Healthcare or I’d like to provide feedback regarding my experience with your company?
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.
Can I have the same staff member every time?
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.
very caring, thoughtful and very thorough
The client - MS sufferer who together with her husband was receiving domestic assistance support.
"Your carer was very caring, thoughtful and very thorough. She was a hard worker and let nothing stop her from getting the job done properly, ie she kept working even whilst we were interacting with her and so always managed to complete her tasks properly without having to rush or take shortcuts."
Most Reliable Agency
The client - a large West Australian Aged Care provider who has both residential aged care facilities and provides aged home & community care services. Platinum Healthcare has been providing this agency with relief staff (and sometimes regular scheduled services to some of their clients) since 2007.
A scheduler at the agency, who was trying to find a regular support worker for one of their high needs clients, stated "I would prefer Platinum than other agency (sic) as you are more reliable".
I have found dealing with Platinum Healthcare to be extremely easy
The client - a large not-for-profit agency for whom Platinum Healthcare is providing regular as well as relief staff.
"I have found dealing with Platinum Healthcare to be extremely easy. Phone calls and e-mails are always followed up promptly and professionally."
professional attitude and a willingness to assist in all aspects
The client - 8 y/o boy with cerebral palsy living with his grandparents who are his primary carers. He has regular seizures and requires full assist with all personal care.
“We selected Platinum Healthcare as you came highly recommended through LAC. Your organisation demonstrated an experienced and professional attitude and a willingness to assist in all aspects with my grandchild. Over the years our family enjoyed meeting a number of your young people who came and built a close relationship between each member of the family.”
attentive and intelligent service that was tailored to our needs
The Client - 85YO widowed Scottish male who was visiting family in Perth over the Christmas break. He required daily Personal Care in order to get up and ready for the day's activities.
"We were looking for temporary care only while Dad was visiting us and were somewhat cautious given previous experience of varied quality. We used Platinum Healthcare as their experienced and friendly staff provided an attentive and intelligent service that was tailored to our needs. As a daughter I received 'peace of mind' watching the carer fit in immediately and seeing her initiative in managing Dad's needs.