How it Works

Beginning Care at Home

Starting care for a loved one can feel like stepping into the unknown. There are forms, assessments, and decisions to make, all while trying to balance the everyday needs of family life.

At Florence at Home, we want you to know you don’t have to navigate this alone. Our role is to walk beside you, explain each step clearly, and make sure care begins in a way that feels calm, simple, and supportive.

Screenshot 2025-09-06 at 8.22.08 AM
Screenshot 2025-09-06 at 8.22.08 AM

Beginning Care at Home

Starting care for a loved one can feel like stepping into the unknown. There are forms, assessments, and decisions to make, all while trying to balance the everyday needs of family life.

At Florence at Home, we want you to know you don’t have to navigate this alone. Our role is to walk beside you, explain each step clearly, and make sure care begins in a way that feels calm, simple, and supportive.

Beginning Care at Home

Starting care for a loved one can feel like stepping into the unknown. There are forms, assessments, and decisions to make, all while trying to balance the everyday needs of family life.

At Florence at Home, we want you to know you don’t have to navigate this alone. Our role is to walk beside you, explain each step clearly, and make sure care begins in a way that feels calm, simple, and supportive.

For Aged Care in the Home (Over 65)

For many families, the greatest wish is for their loved one to remain at home, surrounded by the comfort of familiar spaces and routines.

Our aged care service makes this possible by combining professional nursing with the dignity, safety, and independence older Australians deserve.

Whether you are applying through My Aged Care or beginning privately, we make the process clear and manageable.

Below you will find the simple steps to access funded support and begin care at home.

1. Make an application

You can apply online at My Aged Care or call their contact centre on 1800 200 422.

If it feels overwhelming, a family member, friend, or GP can help start the process.

At Florence at Home, we can also assist you in getting the application underway and guide you through what to expect.

2. The assessment

After applying, an assessor will get in touch to arrange a visit, usually in your loved one’s home. They will ask about their health, mobility, daily routines, and the kind of support they might need.

  • If only a small amount of help is needed, it may be a Home Support Assessment.

  • If more complex support is required, it will be an ACAT (or ACAS in Victoria) Assessment for a Home Care Package.

3. Receiving approval and a referral code

When the assessment is complete, your loved one will receive a letter confirming what services they are eligible for.

Along with this comes a referral code. Think of this as a key that allows you to choose the provider you want.

4. Choosing a provider

Once you have the referral code, you can give it to your chosen provider. This unlocks the approved services so they can begin delivering care.

With My Aged Care, you always have the choice of who provides support, and you can change providers later if needed.

For Aged Care in the Home (Over 65)

For many families, the greatest wish is for their loved one to remain at home, surrounded by the comfort of familiar spaces and routines.

Our aged care service makes this possible by combining professional nursing with the dignity, safety, and independence older Australians deserve.

Whether you are applying through My Aged Care or beginning privately, we make the process clear and manageable.

Below you will find the simple steps to access funded support and begin care at home.

1. Make an application

You can apply online at My Aged Care or call their contact centre on 1800 200 422.

If it feels overwhelming, a family member, friend, or GP can help start the process.

At Florence at Home, we can also assist you in getting the application underway and guide you through what to expect.

2. The assessment

After applying, an assessor will get in touch to arrange a visit, usually in your loved one’s home. They will ask about their health, mobility, daily routines, and the kind of support they might need.

  • If only a small amount of help is needed, it may be a Home Support Assessment.

  • If more complex support is required, it will be an ACAT (or ACAS in Victoria) Assessment for a Home Care Package.

3. Receiving approval and a referral code

When the assessment is complete, your loved one will receive a letter confirming what services they are eligible for.

Along with this comes a referral code. Think of this as a key that allows you to choose the provider you want.

4. Choosing a provider

Once you have the referral code, you can give it to your chosen provider. This unlocks the approved services so they can begin delivering care.

With My Aged Care, you always have the choice of who provides support, and you can change providers later if needed.

For Aged Care in
the Home (Over 65)

For many families, the greatest wish is for their loved one to remain at home, surrounded by the comfort of familiar spaces and routines.

Our aged care service makes this possible by combining professional nursing with the dignity, safety, and independence older Australians deserve.

Whether you are applying through My Aged Care or beginning privately, we make the process clear and manageable.

Below you will find the simple steps to access funded support and begin care at home.

1. Make an application

You can apply online at My Aged Care or call their contact centre on 1800 200 422.

If it feels overwhelming, a family member, friend, or GP can help start the process.

At Florence at Home, we can also assist you in getting the application underway and guide you through what to expect.

2. The assessment

After applying, an assessor will get in touch to arrange a visit, usually in your loved one’s home. They will ask about their health, mobility, daily routines, and the kind of support they might need.

  • If only a small amount of help is needed, it may be a Home Support Assessment.

  • If more complex support is required, it will be an ACAT (or ACAS in Victoria) Assessment for a Home Care Package.

3. Receiving approval and a referral code

When the assessment is complete, your loved one will receive a letter confirming what services they are eligible for.

Along with this comes a referral code. Think of this as a key that allows you to choose the provider you want.

4. Choosing a provider

Once you have the referral code, you can give it to your chosen provider. This unlocks the approved services so they can begin delivering care.

With My Aged Care, you always have the choice of who provides support, and you can change providers later if needed.

Average timelines at a glance:

1. Start your application
Online or by phone with My Aged Care. The form takes about 10–20 minutes.

2. Initial screening call
My Aged Care usually phones within 1–2 weeks to check details and direct you to the right assessment.

3. Assessment appointment (RAS or ACAT/ACAS)
Typically scheduled 2–8 weeks after referral. Urgent cases can be prioritised.

4. Outcome and approval
You’ll receive a letter outlining your approved supports usually 2–6 weeks after the assessment.

5. Services begin

  • Commonwealth Home Support Programme (CHSP): often 1–4 weeks from approval once a provider is arranged.
  • Home Care Packages (HCP): allocation time varies by level and priority. Some people receive an interim package while they wait for their full level.

Timelines are set by My Aged Care and can change based on demand in your area.

Average timelines at a glance:

1. Start your application
Online or by phone with My Aged Care. The form takes about 10–20 minutes.

2. Initial screening call
My Aged Care usually phones within 1–2 weeks to check details and direct you to the right assessment.

3. Assessment appointment (RAS or ACAT/ACAS)
Typically scheduled 2–8 weeks after referral. Urgent cases can be prioritised.

4. Outcome and approval
You’ll receive a letter outlining your approved supports usually 2–6 weeks after the assessment.

5. Services begin

  • Commonwealth Home Support Programme (CHSP): often 1–4 weeks from approval once a provider is arranged.
  • Home Care Packages (HCP): allocation time varies by level and priority. Some people receive an interim package while they wait for their full level.

Timelines are set by My Aged Care and can change based on demand in your area.

Average timelines at a glance:

1. Start your application
Online or by phone with My Aged Care. The form takes about 10–20 minutes.

2. Initial screening call
My Aged Care usually phones within 1–2 weeks to check details and direct you to the right assessment.

3. Assessment appointment (RAS or ACAT/ACAS)
Typically scheduled 2–8 weeks after referral. Urgent cases can be prioritised.

4. Outcome and approval
You’ll receive a letter outlining your approved supports usually 2–6 weeks after the assessment.

5. Services begin

  • Commonwealth Home Support Programme (CHSP): often 1–4 weeks from approval once a provider is arranged.
  • Home Care Packages (HCP): allocation time varies by level and priority. Some people receive an interim package while they wait for their full level.

Timelines are set by My Aged Care and can change based on demand in your area.

Why it is important to apply early:

The assessment and approval process can take time, and some services have waiting lists. Starting your application as soon as possible gives you the best chance of having support in place when you need it. Tip: Applying early means you can line up services to start as soon as you are approved.

Private care while you wait:

If your loved one needs support straight away, you do not have to wait until My Aged Care is processed. At Florence at Home, we can begin providing private care immediately. Then, once your My Aged Care funding is in place, we continue the same care under your package, so the transition is seamless.

Your next step:

Apply online at My Aged Care or call 1800 200 422. You can also ask your GP to start the referral, or contact Florence at Home if you would like help with the application process.

Why it is important to apply early:

The assessment and approval process can take time, and some services have waiting lists. Starting your application as soon as possible gives you the best chance of having support in place when you need it. Tip: Applying early means you can line up services to start as soon as you are approved.

Private care while you wait:

If your loved one needs support straight away, you do not have to wait until My Aged Care is processed. At Florence at Home, we can begin providing private care immediately. Then, once your My Aged Care funding is in place, we continue the same care under your package, so the transition is seamless.

Your next step:

Apply online at My Aged Care or call 1800 200 422. You can also ask your GP to start the referral, or contact Florence at Home if you would like help with the application process.

Why it is important to apply early:

The assessment and approval process can take time, and some services have waiting lists. Starting your application as soon as possible gives you the best chance of having support in place when you need it. Tip: Applying early means you can line up services to start as soon as you are approved.

Private care while you wait:

If your loved one needs support straight away, you do not have to wait until My Aged Care is processed. At Florence at Home, we can begin providing private care immediately. Then, once your My Aged Care funding is in place, we continue the same care under your package, so the transition is seamless.

Your next step:

Apply online at My Aged Care or call 1800 200 422. You can also ask your GP to start the referral, or contact Florence at Home if you would like help with the application process.

For Palliative and
End-of-Life Care
(Under 65 and Over 65)

When someone you love is living with a life-limiting illness, the most important thing is to know they are comfortable, cared for, and surrounded by love.

Our palliative and end-of-life service makes this possible at home, in familiar surroundings, with support that is both professional and deeply compassionate. Starting care is simple.

We begin with a conversation about your loved one’s needs, then create a personalised care plan that may include pain and symptom management, emotional support, and coordination with GPs or specialists.

Care can begin straight away, including after-hours when it is often needed most, and is always flexible and responsive to what matters most to your loved one and your family.

This support is never just about the individual. We walk beside families too, easing the pressure so your time together can be spent on love, connection, and memories.

Fiona_FINAL-68_BW

For Palliative and End-of-Life Care (Under 65 and Over 65)

When someone you love is living with a life-limiting illness, the most important thing is to know they are comfortable, cared for, and surrounded by love.

Our palliative and end-of-life service makes this possible at home, in familiar surroundings, with support that is both professional and deeply compassionate. Starting care is simple.

We begin with a conversation about your loved one’s needs, then create a personalised care plan that may include pain and symptom management, emotional support, and coordination with GPs or specialists.

Care can begin straight away, including after-hours when it is often needed most, and is always flexible and responsive to what matters most to your loved one and your family.

This support is never just about the individual. We walk beside families too, easing the pressure so your time together can be spent on love, connection, and memories.

For Palliative and End-of-Life Care (Under 65 and Over 65)

When someone you love is living with a life-limiting illness, the most important thing is to know they are comfortable, cared for, and surrounded by love.

Our palliative and end-of-life service makes this possible at home, in familiar surroundings, with support that is both professional and deeply compassionate. Starting care is simple.

We begin with a conversation about your loved one’s needs, then create a personalised care plan that may include pain and symptom management, emotional support, and coordination with GPs or specialists.

Care can begin straight away, including after-hours when it is often needed most, and is always flexible and responsive to what matters most to your loved one and your family.

This support is never just about the individual. We walk beside families too, easing the pressure so your time together can be spent on love, connection, and memories.

Fiona_FINAL-68_BW

"Accessing care should never feel overwhelming. My role is to guide families step by step, making sure the process is simple, supportive, and centred on what matters most to you."

Fiona Antony signature

"Accessing care should never feel overwhelming. My role is to guide families step by step, making sure the process is simple, supportive, and centred on what matters most to you."

Fiona Antony signature

Where We Work

Florence at Home provides in-home aged care support within approximately a 30-minute radius of Portland, Victoria, and in-home palliative and end-of-life care within a 1.5 to 2 hour radius of Portland.

These service areas reflect our commitment to supporting families in both local and regional communities, where access to specialist care can often be limited.

If you are unsure whether we can reach your location, please get in touch. We are always happy to talk through your options and do what we can to support you and your loved one.

Let’s Talk About Care

We know that choosing care for someone you love is a big decision, and it can feel overwhelming at times. At Florence at Home, we are here to listen, answer your questions, and guide you through the options available.

If you are thinking about the next step, or simply want to explore what care could look like for your loved one, we invite you to get in touch. We are here to help.

Contact us →

Where We Work

Florence at Home provides in-home aged care support within approximately a 30-minute radius of Portland, Victoria, and in-home palliative and end-of-life care within a 1.5 to 2 hour radius of Portland.

These service areas reflect our commitment to supporting families in both local and regional communities, where access to specialist care can often be limited.

If you are unsure whether we can reach your location, please get in touch. We are always happy to talk through your options and do what we can to support you and your loved one.

Let’s Talk About Care

We know that choosing care for someone you love is a big decision, and it can feel overwhelming at times. At Florence at Home, we are here to listen, answer your questions, and guide you through the options available.

If you are thinking about the next step, or simply want to explore what care could look like for your loved one, we invite you to get in touch. We are here to help.

Contact us →

Stories That Show
the Difference

No two families walk the same path, and each experience of care is unique. That is why we share both case studies and testimonials — to give you a real sense of how support looks in practice, and to let you hear directly from the people we have supported.

Case studies outline real-life situations and the ways care was adapted to meet individual needs. Testimonials share the voices of clients and families in their own words. Together, they paint a genuine picture of the impact that compassionate, nurse-led care can have at home.

Florence At Home
Florence At Home

Stories That Show the Difference

No two families walk the same path, and each experience of care is unique. That is why we share both case studies and testimonials — to give you a real sense of how support looks in practice, and to let you hear directly from the people we have supported.

Case studies outline real-life situations and the ways care was adapted to meet individual needs. Testimonials share the voices of clients and families in their own words. Together, they paint a genuine picture of the impact that compassionate, nurse-led care can have at home.

Stories That Show the Difference

No two families walk the same path, and each experience of care is unique. That is why we share both case studies and testimonials — to give you a real sense of how support looks in practice, and to let you hear directly from the people we have supported.

Case studies outline real-life situations and the ways care was adapted to meet individual needs. Testimonials share the voices of clients and families in their own words. Together, they paint a genuine picture of the impact that compassionate, nurse-led care can have at home.

Florence at Home floral heart nursing logo

Our Mission

RN-led in-home aged care, palliative care and end-of-life support delivered at home across Portland and the surrounding districts of South West Victoria.

Our trusted multidisciplinary team provides holistic, personalised and dignified care, helping families keep loved ones safe, comfortable and connected.

Where we Travel

Aged care: within 30 minutes of Portland, Vic

Palliative and end-of-life care: within 1.5–2 hours of Portland, Vic

Get Started

→ In-Home Palliative &
End-of-Life Care

→ In-Home Aged Care

→ GP Referral – secure form

→ How it works

Find us on → Facebook

Trust & Compliance

ABN: 35 139 055 819

AHPRA Registration: NMW0001796044

Indemnity: Professional Indemnity & Public Liability through Vero Insurance (LPS/024932055/37367)

Provider Number: Currently processing

Qualifications: Bachelor of Nursing, Graduate Certificate in Palliative Care. Ongoing study in Geriatric Medicine (Professional Certificate)

→ Privacy Policy

→ Commitment to Care Standards

Start the Conversation

Have questions or need support?
Call us on 0468 387 928 or email office@florenceathome.com.au.

We’ll be here when you need us.

Acknowledgement

We acknowledge the Gunditjmara People as the Traditional Owners of the land on which we live and work in Portland.

We pay our respects to Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples.

Florence at Home floral heart nursing logo

Our Mission

RN-led in-home aged care, palliative care and end-of-life support delivered at home across Portland and the surrounding districts of South West Victoria.

Our trusted multidisciplinary team provides holistic, personalised and dignified care, helping families keep loved ones safe, comfortable and connected.

Where we Travel

Aged care: within 30 minutes of Portland, Vic

Palliative and end-of-life care: within 1.5–2 hours of Portland, Vic

Find us on → Facebook

Acknowledgement

We acknowledge the Gunditjmara People as the Traditional Owners of the land on which we live and work in Portland.

We pay our respects to Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples.

Start the Conversation

Have questions or need support?
Call us on 0468 387 928 or email office@florenceathome.com.au.

We’ll be here when you need us.

Get Started

→ In-Home Palliative &
End-of-Life Care

→ In-Home Aged Care

→ GP Referral – secure form

→ How it works

Trust & Compliance

ABN: 35 139 055 819

AHPRA Registration: NMW0001796044

Indemnity: Professional Indemnity & Public Liability through Vero Insurance (LPS/024932055/37367)

Provider Number: Currently processing

Qualifications: Bachelor of Nursing, Graduate Certificate in Palliative Care. Ongoing study in Geriatric Medicine (Professional Certificate)

→ Privacy Policy

→ Commitment to Care Standards

Florence at Home floral heart nursing logo

Our Mission

RN-led in-home aged care, palliative care and end-of-life support delivered at home across Portland and the surrounding districts of South West Victoria.

Our trusted multidisciplinary team provides holistic, personalised and dignified care, helping families keep loved ones safe, comfortable and connected.

Get Started

→ In-Home Palliative &
End-of-Life Care

→ In-Home Aged Care

→ GP Referral – secure form

→ How it works

Start the Conversation

Have questions or need support?
Call us on 0468 387 928 or email office@florenceathome.com.au.

We’ll be here when you need us.

Find us on → Facebook

Where we Travel

Aged care: within 30 minutes of Portland, Vic

Palliative and end-of-life care: within 1.5–2 hours of Portland, Vic

Trust & Compliance

ABN: 35 139 055 819

AHPRA Registration: NMW0001796044

Indemnity: Professional Indemnity & Public Liability through Vero Insurance (LPS/024932055/37367)

Provider Number: Currently processing

Qualifications: Bachelor of Nursing, Graduate Certificate in Palliative Care. Ongoing study in Geriatric Medicine (Professional Certificate)

→ Privacy Policy

→ Commitment to Care Standards

Acknowledgement

We acknowledge the Gunditjmara People as the Traditional Owners of the land on which we live and work in Portland.

We pay our respects to Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples.

© 2025 Florence at Home | Photography by Tahnee Lyons Photography. With thanks to the individuals who kindly took part.