FAQs
Frequently asked questions
We understand that finding the right support often sparks a few questions. Explore our FAQs below for quick answers, and feel free to reach out if you’d like a personal chat about your specific needs.
What services do you provide?
We’re a registered NDIS provider offering Community Nursing and Support Coordination (Levels 2 and 3).
Our nursing services include education management, PEG/enteral feeding support, and comprehensive wound and continence assessments.
We’re also passionate about caring for participants with highly complex needs—such as those requiring palliative care—and we’re delighted to now provide Level 3 coordination to further support our existing Level 2 clients.
How can I access your services?
It’s straightforward to get started. Simply reach out through our website, email, or phone, and our friendly team will guide you every step of the way.
We’ll discuss your situation, help identify which services fit best, and support you in getting the care you need.
What areas do you serve?
We proudly serve communities in Cairns and Innisfail, and we’re always open to chatting about neighbouring regions.
If you’re unsure whether we cover your area, feel free to contact us, and we’ll do our best to accommodate your needs.
Are your services covered by insurance or funding schemes?
Yes, many of our services are covered by insurance providers and government programs such as the National Disability Insurance Scheme (NDIS).
We can help you understand your funding options, and we also offer care and support on a fee-paying basis if that’s more suitable for you.
How do I know if I’m eligible for NDIS support?
Determining eligibility often starts with checking the NDIS website or speaking with the National Disability Insurance Agency (NDIA).
If you’re unsure, we can talk you through the basics and help you figure out your next steps.
Scheduling a visit is simple—just call us directly or use our online referral system, and we’ll arrange a time that suits you.
What qualifications do your nursing staff and coordinators have?
Our nursing staff and support coordinators are highly qualified and bring a wealth of experience to every interaction.
All of our nurses are registered with AHPRA, and our coordinators have undertaken formal training to better support each participant’s goals.
We’re dedicated to maintaining high standards of care and continually update our skills through ongoing professional development.
How do you ensure the safety and well-being of the participants?
Participant safety is our top priority.
We follow robust safety protocols, provide regular training for our staff, and closely monitor the quality of care to ensure everyone feels supported and secure.
Every member of our team has been fully police-checked, reflecting our commitment to creating a trusted environment.
What makes your community nursing and support coordination services unique?
We believe in a genuinely person-centred approach, creating personalised care plans that respect each individual’s preferences.
Our compassionate, close-knit team goes beyond simply meeting daily needs—we focus on empowering participants to live more fulfilling lives every step of the way.
Can you coordinate services from other providers as well?
Absolutely. We believe in holistic care, so our coordination services go beyond what we offer in-house.
We happily collaborate with other providers to ensure you receive the most comprehensive and cohesive support possible.
How can I provide feedback or lodge a complaint?
We genuinely value your input.
You can share feedback or lodge a complaint via our website’s enquiry form or by contacting our support team directly.
We welcome all feedback, as it helps us continually refine and improve our services.
Do you offer 24/7 support?
Yes, we do.
For participants who require round-the-clock assistance, we provide flexible support options that include 24/7 care.
Please get in touch to discuss your specific needs, and we’ll work with you to find a suitable solution.
What is the main difference between Level 2 and Level 3 Support Coordination?
Level 2 Coordination of Supports
This level focuses on helping you strengthen your ability to design and build your own supports. It involves linking you with both formal and informal networks, guiding you through the funding you have, and working with you to develop capacity and resilience in your support system. Essentially, Level 2 coordination helps you feel empowered and confident to direct your own life—not just your services.
Level 3 Specialist Support Coordination
Designed for participants whose situations are more complex, Level 3 is delivered by an appropriately qualified and experienced practitioner (such as a psychologist, occupational therapist, social worker, or mental health nurse). It aims to address complex barriers that may limit your ability to use your plan or access the right supports, and helps you overcome challenges in your broader environment. If you need a higher level of care, a Specialist Support Coordinator will assist in managing these complexities, ensuring consistent service delivery and helping you navigate hurdles as they arise.
