Frequently Asked Questions
Questions Families Often Ask About Care at Home
Starting care for yourself or a loved one can feel overwhelming. At Florence at Home, our goal is to make the process easier, clearer, and more compassionate.
Below you’ll find answers to the questions families most often ask about our in-home aged care and palliative care nursing services in Portland and across South West Victoria.
If you don’t see your question here, please reach out — we’re always happy to talk things through.
Questions Families Often Ask About Care at Home
Starting care for yourself or a loved one can feel overwhelming. At Florence at Home, our goal is to make the process easier, clearer, and more compassionate.
Below you’ll find answers to the questions families most often ask about our in-home aged care and palliative care nursing services in Portland and across South West Victoria.
If you don’t see your question here, please reach out — we’re always happy to talk things through.
Questions Families Often Ask About Care at Home
Starting care for yourself or a loved one can feel overwhelming. At Florence at Home, our goal is to make the process easier, clearer, and more compassionate.
Below you’ll find answers to the questions families most often ask about our in-home aged care and palliative care nursing services in Portland and across South West Victoria.
If you don’t see your question here, please reach out — we’re always happy to talk things through.
About Florence at Home
All care at Florence at Home is led by Fiona, a Registered Nurse with over 13 years of experience in community palliative care and district nursing in Portland.
She holds postgraduate qualifications in palliative care and is currently completing a Certificate in Geriatric Medicine. Families value Fiona’s calm, consistent presence and her ability to explain things clearly, even in difficult moments.
Our name honours Florence Nightingale, whose philosophy of care was grounded in compassion, dignity, and helping people remain safe in their own environment.
That same philosophy guides the care we provide today.
With larger providers, families often see new staff at every visit.
At Florence at Home, your care is always led by the same nurse who knows your story, understands your family, and ensures nothing is overlooked.
Aged Care Services
We support older Australians who want to keep living at home safely, comfortably, and with dignity. Within our services, we work closely with your loved one’s multidisciplinary team — including GPs, specialists, and allied health providers — to ensure care at home is joined-up and holistic.
Together, we deliver support across the five categories of in-home care available under Home Care Packages:
Keeping you well and independent
– Nursing support, medication management, falls prevention, and health monitoring.Keeping you safe at home
– Home safety checks, advice on modifications, and practical strategies to reduce risks.Keeping you connected to your community
– Support for families so older Australians can continue routines and remain socially active.Assistance with everyday tasks
– Education and support for families and carers in managing daily routines and care needs.Keeping your home liveable
– Guidance on using package funding for equipment or modifications (such as ramps, grab rails, or bathroom aids) that make the home environment safer and easier to live in.
Yes. All of our aged care services are delivered in your loved one’s home — because we believe the best care happens where they feel most at ease.
We are based in Portland, Victoria, and provide aged care nursing services throughout South West Victoria, including the Glenelg Shire and surrounding districts.
Aged care often involves many different health professionals. Fiona works closely with your loved one’s GP, specialists, and allied health providers, acting as the central point of contact.
We believe good communication is the foundation of good care, so families can feel confident that nothing is missed and that care stays smooth and consistent.
About Florence at Home
All care at Florence at Home is led by Fiona, a Registered Nurse with over 13 years of experience in community palliative care and district nursing in Portland.
She holds postgraduate qualifications in palliative care and is currently completing a Certificate in Geriatric Medicine. Families value Fiona’s calm, consistent presence and her ability to explain things clearly, even in difficult moments.
Our name honours Florence Nightingale, whose philosophy of care was grounded in compassion, dignity, and helping people remain safe in their own environment.
That same philosophy guides the care we provide today.
With larger providers, families often see new staff at every visit.
At Florence at Home, your care is always led by the same nurse who knows your story, understands your family, and ensures nothing is overlooked.
Aged Care Services
We support older Australians who want to keep living at home safely, comfortably, and with dignity. Within our services, we work closely with your loved one’s multidisciplinary team — including GPs, specialists, and allied health providers — to ensure care at home is joined-up and holistic.
Together, we deliver support across the five categories of in-home care available under Home Care Packages:
Keeping you well and independent
– Nursing support, medication management, falls prevention, and health monitoring.Keeping you safe at home
– Home safety checks, advice on modifications, and practical strategies to reduce risks.Keeping you connected to your community
– Support for families so older Australians can continue routines and remain socially active.Assistance with everyday tasks
– Education and support for families and carers in managing daily routines and care needs.Keeping your home liveable
– Guidance on using package funding for equipment or modifications (such as ramps, grab rails, or bathroom aids) that make the home environment safer and easier to live in.
Yes. We currently support Home Care Package (HCP) clients through brokered or private arrangements. Access to Commonwealth Home Support Programme (CHSP) codes is limited to aged care providers at this stage, though registration is in progress.
These programs are being transitioned to the new Support at Home (SAH) model over the next 12 months.
Yes. All of our aged care services are delivered in your loved one’s home — because we believe the best care happens where they feel most at ease.
We are based in Portland, Victoria, and provide aged care nursing services throughout South West Victoria, including the Glenelg Shire and surrounding districts.
Aged care often involves many different health professionals. Fiona works closely with your loved one’s GP, specialists, and allied health providers, acting as the central point of contact.
We believe good communication is the foundation of good care, so families can feel confident that nothing is missed and that care stays smooth and consistent.
Palliative and End-of-Life Care
We provide specialist palliative and end-of-life care at home, focusing on your loved one’s comfort, dignity, and family support. This includes:
Managing symptoms such as pain, breathlessness, or nausea
Medication support and monitoring
Emotional support for your loved one and your family
Education for carers so you feel confident providing day-to-day care
Guidance navigating hospital and community palliative care services
→ Learn more about palliative and end-of-life care in the home
Many people wish to remain in their own homes at the end of life.
Home-based care allows your family to be together in a familiar, comfortable place, with expert nursing support on hand when needed.
→ Learn more about palliative and end-of-life care in the home
End-of-life care can feel daunting. Fiona provides both clinical and emotional support — explaining what to expect, helping you make decisions, and being a calm presence when things feel overwhelming. Families are never left to face this alone.
→ Learn more about palliative and end-of-life care in the home
Yes. We know that needs don’t stop outside business hours. After-hours nursing support is available when required.
Yes. Fiona collaborates with hospital palliative care teams, GPs, and specialists to make sure care at home is safe, consistent, and always respectful of your family’s wishes.
Costs & Funding
Yes. Many families use government funding to cover the cost of care at home.
This happens through My Aged Care, which is the Australian Government’s entry point for aged care services.
We currently support Home Care Package (HCP) clients through brokered or private arrangements. Access to Commonwealth Home Support Programme (CHSP) codes is limited to aged care providers at this stage, though registration is in progress.
These programs are being transitioned to the new Support at Home (SAH) model over the next 12 months.
My Aged Care is the national system that helps older Australians access government-funded aged care services. It starts with an assessment, which looks at your loved one’s needs and helps decide the level of support they may be eligible for.
A My Aged Care referral is the first step in accessing government-funded support at home. It’s simply a way of letting the government know that your loved one needs help, so an assessment can be arranged. The assessment looks at your loved one’s health, daily needs, and living situation, and then decides what level of funding or services they may be eligible for.
You can make a referral yourself by calling My Aged Care, or a GP, hospital, or health professional can make one on your behalf. Having this referral in place is important because it opens the door to Home Care Packages (soon to be Support at Home), which can then be used to fund services like nursing support, home modifications, and equipment to keep your loved one safe and comfortable at home.
At Florence at Home, we know the system can feel overwhelming — so we’re happy to guide you through the process and answer questions along the way.
Not everyone meets the criteria for government support, which can feel frustrating. If this happens, families can still access care privately.
We’ll talk through your options, explain the likely costs, and help you decide what’s most manageable for your family. You’re never left without support.
From July 2025, the Australian Government will introduce the new Support at Home program, which will replace Home Care Packages and other programs. The aim is to make things simpler and give families more choice in how funding is used.
Under Support at Home, your loved one will still have an assessment through My Aged Care to determine the level of support they need. Once approved, funding will be provided to cover a wide range of services — from nursing care and personal support to equipment and modifications that make the home safer.
At Florence at Home, we work with your family and your loved one’s multidisciplinary team to make sure this funding is coordinated in a way that truly reflects your loved one’s needs and wishes. That means clear communication, a personalised plan, and practical guidance so government funding is used in the way that makes the biggest difference at home.
Yes. Care needs often change over time, and government funding is designed to be flexible. If your loved one’s situation changes — whether they need more nursing support, equipment, or help at home — the plan can be updated so funding is used where it makes the most difference.
At Florence at Home, we regularly review care and work with your family to make sure support always reflects your loved one’s current needs.
It’s common for there to be waiting times after an assessment. In the meantime, we can provide care privately so your loved one isn’t left without support.
Yes. Some families choose to pay privately, either while waiting for funding to begin or to add extra support beyond what their package covers.
We’ll always talk through options so you can decide what works best for your family.
Yes. Many families choose to add private pay to their government funding.
This means your loved one can receive extra visits or additional services beyond what the package covers. It’s a way of tailoring care so your loved one receives the right level of support without waiting for a higher package to be approved.
No. We believe families should always feel clear and confident about what they’re paying for.
Everything is explained upfront, with no hidden charges — just honest, transparent care.
Common Concerns
Yes. Continuity really matters. Your loved one will always see the same Registered Nurse, so they don’t have to keep retelling their story and your family can build a trusting relationship with someone who truly knows them.
It’s very common for care needs to change — sometimes gradually, sometimes suddenly.
We keep a close eye on how things are going and review care regularly, adapting the plan so your loved one always feels safe, supported, and cared for at home.
You’re not alone — many families feel the same way. The funding system can be confusing, especially with the upcoming reforms.
We’ll guide you step by step, explain everything in plain language, and make sure you’re never left trying to figure it out on your own.
You can also refer to our Resource Hub, where we’ve gathered helpful information and guides about funding to give families extra clarity and confidence.
Yes, we can. Waiting for funding or assessments can feel stressful, but care doesn’t need to stop while you wait.
We can provide private support straight away, so your loved one isn’t left without help during that time.
This is one of the biggest fears families carry, and it’s completely valid. At Florence at Home, all care is provided by Fiona — a fully qualified AHPRA-registered nurse who is bound by strict professional standards and aged care quality requirements.
Because care always comes from the same trusted nurse, you can feel reassured that your loved one will be treated with dignity, respect, and compassion at every visit.
Every home is unique, and it doesn’t have to be perfect. We’ll work with what you have, suggest simple changes if they’re needed, and help you access funding for equipment or modifications that can make your loved one’s home safer and more comfortable.
We understand how personal it feels to have care in your home. Fiona always explains what she’s doing, asks permission, and provides support gently and discreetly. Protecting privacy and dignity is at the heart of every visit.
Health can change quickly, and that can feel unsettling. We provide after-hours nursing support when needed, and Fiona works closely with GPs and hospital teams to make sure urgent care is safe, timely, and coordinated.
This is a very common concern. At Florence at Home, communication is central to safe care. With your consent, Fiona stays in touch with your GP, specialists, and other providers so everyone is on the same page. That way, care at home is consistent, safe, and never at odds with the wider healthcare team.
That can feel overwhelming for families. Fiona helps bring it all together, coordinating with the whole healthcare team so your loved one’s care feels joined-up and nothing gets missed.
Distance can make caring harder. We’ll keep you updated in the way that works best for you — regular phone calls, emails, or check-ins when you’re visiting — so you always feel involved and reassured, no matter where you live.
Caring for someone you love can be heavy on the heart. We support not only the person receiving care, but also the whole family — offering reassurance, guidance, and a listening ear when things feel tough.
Many families feel this way, but asking for help is not giving up — it’s giving your loved one the very best care while also taking care of yourself. Accepting support means you can continue to be there for your loved one in the ways that matter most.
Safety is always a top priority. We provide home safety checks, practical strategies, and ongoing monitoring to reduce risks. All of our care follows aged care regulations and professional nursing standards, giving you peace of mind that your loved one is in safe hands.
Referrals & Health Professionals
No. Families can contact us directly.
Yes. We regularly work with GPs, hospitals, and allied health professionals.
We are based in Portland, Victoria, and provide aged care nursing services throughout South West Victoria, including the Glenelg Shire and surrounding districts.
Absolutely. We believe the best care happens when everyone works together. Collaboration keeps care safe, joined-up, and centred on your loved one’s needs.
Practicalities
Life happens. Just let us know as soon as you can and we’ll reschedule to a time that works better.
Your loved one’s safety is our priority. All care is provided in line with AHPRA professional standards, aged care quality standards, and best practice infection control.
We welcome feedback and act quickly on concerns. You’ll always be listened to, and we’ll work with you to resolve any issues promptly and respectfully.
Contact & Support
You can call, email, or use the contact form on our website. We’ll respond as quickly as we can.
Phone: 0468 387 928
Email: office@florenceathome.com.au
Yes. We know care needs don’t always happen during business hours. After-hours nursing support is available when needed.
We’ll keep you updated every step of the way, in the way that suits you best — whether that’s by phone, email, or in person. Families tell us this helps them feel reassured and connected, even when they can’t always be there in person.
Palliative and End-of-Life Care
We provide specialist palliative and end-of-life care at home, focusing on your loved one’s comfort, dignity, and family support. This includes:
Managing symptoms such as pain, breathlessness, or nausea
Medication support and monitoring
Emotional support for your loved one and your family
Education for carers so you feel confident providing day-to-day care
- Guidance navigating hospital and community palliative care services
→ Learn more about palliative and end-of-life care in the home
Many people wish to remain in their own homes at the end of life.
Home-based care allows your family to be together in a familiar, comfortable place, with expert nursing support on hand when needed.
→ Learn more about palliative and end-of-life care in the home
End-of-life care can feel daunting. Fiona provides both clinical and emotional support — explaining what to expect, helping you make decisions, and being a calm presence when things feel overwhelming. Families are never left to face this alone.
→ Learn more about palliative and end-of-life care in the home
Yes. We know that needs don’t stop outside business hours. After-hours nursing support is available when required.
Yes. Fiona collaborates with hospital palliative care teams, GPs, and specialists to make sure care at home is safe, consistent, and always respectful of your family’s wishes.
Costs & Funding
Yes. Many families use government funding to cover the cost of care at home.
This happens through My Aged Care, which is the Australian Government’s entry point for aged care services.
We currently support Home Care Package (HCP) clients through brokered or private arrangements. Access to Commonwealth Home Support Programme (CHSP) codes is limited to aged care providers at this stage, though registration is in progress.
These programs are being transitioned to the new Support at Home (SAH) model over the next 12 months.
My Aged Care is the national system that helps older Australians access government-funded aged care services. It starts with an assessment, which looks at your loved one’s needs and helps decide the level of support they may be eligible for.
A My Aged Care referral is the first step in accessing government-funded support at home. It’s simply a way of letting the government know that your loved one needs help, so an assessment can be arranged. The assessment looks at your loved one’s health, daily needs, and living situation, and then decides what level of funding or services they may be eligible for.
You can make a referral yourself by calling My Aged Care, or a GP, hospital, or health professional can make one on your behalf. Having this referral in place is important because it opens the door to Home Care Packages (soon to be Support at Home), which can then be used to fund services like nursing support, home modifications, and equipment to keep your loved one safe and comfortable at home.
At Florence at Home, we know the system can feel overwhelming — so we’re happy to guide you through the process and answer questions along the way.
Not everyone meets the criteria for government support, which can feel frustrating. If this happens, families can still access care privately.
We’ll talk through your options, explain the likely costs, and help you decide what’s most manageable for your family. You’re never left without support.
From July 2025, the Australian Government will introduce the new Support at Home program, which will replace Home Care Packages and other programs. The aim is to make things simpler and give families more choice in how funding is used.
Under Support at Home, your loved one will still have an assessment through My Aged Care to determine the level of support they need. Once approved, funding will be provided to cover a wide range of services — from nursing care and personal support to equipment and modifications that make the home safer.
At Florence at Home, we work with your family and your loved one’s multidisciplinary team to make sure this funding is coordinated in a way that truly reflects your loved one’s needs and wishes. That means clear communication, a personalised plan, and practical guidance so government funding is used in the way that makes the biggest difference at home.
Yes. Care needs often change over time, and government funding is designed to be flexible. If your loved one’s situation changes — whether they need more nursing support, equipment, or help at home — the plan can be updated so funding is used where it makes the most difference.
At Florence at Home, we regularly review care and work with your family to make sure support always reflects your loved one’s current needs.
It’s common for there to be waiting times after an assessment. In the meantime, we can provide care privately so your loved one isn’t left without support.
Yes. Some families choose to pay privately, either while waiting for funding to begin or to add extra support beyond what their package covers.
We’ll always talk through options so you can decide what works best for your family.
Yes. Many families choose to add private pay to their government funding.
This means your loved one can receive extra visits or additional services beyond what the package covers. It’s a way of tailoring care so your loved one receives the right level of support without waiting for a higher package to be approved.
No. We believe families should always feel clear and confident about what they’re paying for.
Everything is explained upfront, with no hidden charges — just honest, transparent care.
Common Concerns
Yes. Continuity really matters. Your loved one will always see the same Registered Nurse, so they don’t have to keep retelling their story and your family can build a trusting relationship with someone who truly knows them.
It’s very common for care needs to change — sometimes gradually, sometimes suddenly.
We keep a close eye on how things are going and review care regularly, adapting the plan so your loved one always feels safe, supported, and cared for at home.
You’re not alone — many families feel the same way. The funding system can be confusing, especially with the upcoming reforms.
We’ll guide you step by step, explain everything in plain language, and make sure you’re never left trying to figure it out on your own.
You can also refer to our Resource Hub, where we’ve gathered helpful information and guides about funding to give families extra clarity and confidence.
Yes, we can. Waiting for funding or assessments can feel stressful, but care doesn’t need to stop while you wait.
We can provide private support straight away, so your loved one isn’t left without help during that time.
This is one of the biggest fears families carry, and it’s completely valid. At Florence at Home, all care is provided by Fiona — a fully qualified AHPRA-registered nurse who is bound by strict professional standards and aged care quality requirements.
Because care always comes from the same trusted nurse, you can feel reassured that your loved one will be treated with dignity, respect, and compassion at every visit.
Every home is unique, and it doesn’t have to be perfect. We’ll work with what you have, suggest simple changes if they’re needed, and help you access funding for equipment or modifications that can make your loved one’s home safer and more comfortable.
We understand how personal it feels to have care in your home. Fiona always explains what she’s doing, asks permission, and provides support gently and discreetly. Protecting privacy and dignity is at the heart of every visit.
Health can change quickly, and that can feel unsettling. We provide after-hours nursing support when needed, and Fiona works closely with GPs and hospital teams to make sure urgent care is safe, timely, and coordinated.
This is a very common concern. At Florence at Home, communication is central to safe care. With your consent, Fiona stays in touch with your GP, specialists, and other providers so everyone is on the same page. That way, care at home is consistent, safe, and never at odds with the wider healthcare team.
That can feel overwhelming for families. Fiona helps bring it all together, coordinating with the whole healthcare team so your loved one’s care feels joined-up and nothing gets missed.
Distance can make caring harder. We’ll keep you updated in the way that works best for you — regular phone calls, emails, or check-ins when you’re visiting — so you always feel involved and reassured, no matter where you live.
Caring for someone you love can be heavy on the heart. We support not only the person receiving care, but also the whole family — offering reassurance, guidance, and a listening ear when things feel tough.
Many families feel this way, but asking for help is not giving up — it’s giving your loved one the very best care while also taking care of yourself. Accepting support means you can continue to be there for your loved one in the ways that matter most.
Safety is always a top priority. We provide home safety checks, practical strategies, and ongoing monitoring to reduce risks. All of our care follows aged care regulations and professional nursing standards, giving you peace of mind that your loved one is in safe hands.
Referrals & Health Professionals
No. Families can contact us directly.
Yes. We regularly work with GPs, hospitals, and allied health professionals.
We are based in Portland, Victoria, and provide aged care nursing services throughout South West Victoria, including the Glenelg Shire and surrounding districts.
Absolutely. We believe the best care happens when everyone works together. Collaboration keeps care safe, joined-up, and centred on your loved one’s needs.
Practicalities
Life happens. Just let us know as soon as you can and we’ll reschedule to a time that works better.
Your loved one’s safety is our priority. All care is provided in line with AHPRA professional standards, aged care quality standards, and best practice infection control.
We welcome feedback and act quickly on concerns. You’ll always be listened to, and we’ll work with you to resolve any issues promptly and respectfully.
Contact & Support
You can call, email, or use the contact form on our website. We’ll respond as quickly as we can.
Phone: 0468 387 928
Email: office@florenceathome.com.au
Yes. We know care needs don’t always happen during business hours. After-hours nursing support is available when needed.
We’ll keep you updated every step of the way, in the way that suits you best — whether that’s by phone, email, or in person. Families tell us this helps them feel reassured and connected, even when they can’t always be there in person.
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
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)
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.
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
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)
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
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)
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.