Our Commitment to Care Standards

At Florence at Home, we know that when a loved one needs palliative or end-of-life care, families want compassion, comfort, and reassurance. Caring during this time can feel overwhelming, which is why our role is to walk beside you—providing safe, respectful, and person-centred nursing that allows people to remain at home, surrounded by what is familiar, and with dignity at the forefront.

We are committed to the Aged Care Quality Standards, which guide how we deliver care and support families through some of life’s most tender moments. Our focus is always on dignity, symptom relief, and emotional support so families can spend this time together with peace of mind.

At Florence at Home, we know that when a loved one needs palliative or end-of-life care, families want compassion, comfort, and reassurance. Caring during this time can feel overwhelming, which is why our role is to walk beside you—providing safe, respectful, and person-centred nursing that allows people to remain at home, surrounded by what is familiar, and with dignity at the forefront.

We are committed to the Aged Care Quality Standards, which guide how we deliver care and support families through some of life’s most tender moments. Our focus is always on dignity, symptom relief, and emotional support so families can spend this time together with peace of mind.

At Florence at Home, we know that when a loved one needs palliative or end-of-life care, families want compassion, comfort, and reassurance. Caring during this time can feel overwhelming, which is why our role is to walk beside you—providing safe, respectful, and person-centred nursing that allows people to remain at home, surrounded by what is familiar, and with dignity at the forefront.

We are committed to the Aged Care Quality Standards, which guide how we deliver care and support families through some of life’s most tender moments. Our focus is always on dignity, symptom relief, and emotional support so families can spend this time together with peace of mind.

1. Our Commitment to Quality

At Florence at Home, we are committed to providing safe, person-centred care in line with the → Aged Care Quality Standards.

Whether it’s managing symptoms, supporting independence, or ensuring comfort at the end of life, our care is guided by best practice and compassion.

2. Your Rights

Every person has the right to dignity, choice, independence, and safety. These rights are protected under the → Charter of Aged Care Rights, and are especially important in palliative and end-of-life care, where individual wishes and values must be respected.

The Charter is available in English and other languages → here.

3. Sharing Feedback

We want families to feel heard. Feedback, whether a compliment, suggestion, or concern, helps us improve and ensures care reflects what matters most to you.

  • Speaking with us directly
  • Calling or emailing
  • Using our online form

If needed, families can also contact the → Aged Care Quality and Safety Commission for independent support.

4. What We Offer

  • Care at home – so your loved one can remain where they feel most at peace
  • Personalised plans – co-designed with families, respecting cultural and spiritual needs
  • RN-led support – every client is cared for by a Registered Nurse with advanced training in palliative and geriatric care
  • Comfort and dignity – focusing on symptom management, safety, and independence wherever possible

5. Services & Fees

  • Specialist palliative care and symptom support
  • Medication management and reviews
  • Falls prevention and home safety assessments
  • Nursing care for pain, breathlessness, and complex needs
  • Gentle support with daily living to ease the load for families

All fees are explained clearly and openly — with no hidden costs.

6. Inclusion Matters

We welcome people from all backgrounds and respect the unique values that shape care at the end of life.

This includes:

  • People from culturally and linguistically diverse communities
  • Aboriginal and Torres Strait Islander clients
  • People living with dementia and other complex needs

7. Safety First

Families can feel confident that safety is always a priority. We follow best-practice infection control and clinical governance standards, ensuring care is safe as well as compassionate.

8. The 8 Aged Care Quality Standards

The 8 Aged Care Quality Standards

The Aged Care Quality Standards protect older people’s rights and ensure care is consistent, safe, and respectful. Below we explain each one and show how we demonstrate this in practice.

1. Consumer dignity and choice

  • Your loved one’s preferences and values guide all decisions.
  • We provide care with dignity, respect, and cultural awareness.
  • Families are involved at every stage of planning.

→ Read more about Standard 1

2. Ongoing assessment and planning with consumers

  • Care plans are co-designed with families and reviewed regularly.
  • We adapt care quickly when needs change.
  • Assessments include health, safety, and wellbeing factors.

→ Read more about Standard 2

3. Personal care and clinical care

  • RN-led, evidence-based support for symptom management.
  • Medication reviews, frailty and falls assessments included.
  • Focus on safety, comfort, and quality of life.

→ Read more about Standard 3

4. Services and supports for daily living

  • Gentle assistance with daily activities to maintain dignity.
  • Encouraging independence wherever possible.
  • Supporting wellbeing through meaningful activities.

→ Read more about Standard 4

5. Organisation’s service environment

  • Home safety checks and practical advice for adapting spaces.
  • Creating a supportive and peaceful environment for care.
  • Infection control practices followed in every setting.

→ Read more about Standard 5

6. Feedback and complaints

  • Clear, accessible pathways for compliments, suggestions, or concerns.
  • Families can escalate issues to the Aged Care Quality and Safety Commission.
  • Feedback is welcomed as a tool for improvement.

→ Read more about Standard 6

7. Human resources

  • Skilled, compassionate staff with specialist training in palliative and geriatric care.
  • Ongoing education to keep practice current.
  • Support for staff wellbeing to ensure the best care for families.

→ Read more about Standard 7

8. Organisational governance

  • Strong governance and clinical oversight.
  • Transparent systems for quality, safety, and risk management.
  • Commitment to continuous learning and improvement.

→ Read more about Standard 8

How We Make This Real for Families

  • RN-led care – every client is supported by a Registered Nurse with post-graduate palliative care training and current geriatric medicine study.

  • Person-centred planning – care is guided by personal wishes, family input, and regular reviews.

  • Best-practice clinical care – evidence-based assessments (falls, frailty, medication reviews) support safety and comfort.

  • Home safety checks – practical advice for adapting the home to meet end-of-life care needs.

  • Open communication – we listen to families and explain options clearly, including how to raise concerns externally if needed.

  • Continuous learning – we stay up to date with training and reforms so your loved one receives care that meets and exceeds national standards.

1. Our Commitment to Quality

At Florence at Home, we are committed to providing safe, person-centred care in line with the → Aged Care Quality Standards.

Whether it’s managing symptoms, supporting independence, or ensuring comfort at the end of life, our care is guided by best practice and compassion.

2. Your Rights

Every person has the right to dignity, choice, independence, and safety. These rights are protected under the → Charter of Aged Care Rights, and are especially important in palliative and end-of-life care, where individual wishes and values must be respected.

The Charter is available in English and other languages → here.

3. Sharing Feedback

We want families to feel heard. Feedback, whether a compliment, suggestion, or concern, helps us improve and ensures care reflects what matters most to you.

  • Speaking with us directly
  • Calling or emailing
  • Using our online form

If needed, families can also contact the → Aged Care Quality and Safety Commission for independent support.

4. What We Offer

  • Care at home – so your loved one can remain where they feel most at peace
  • Personalised plans – co-designed with families, respecting cultural and spiritual needs
  • RN-led support – every client is cared for by a Registered Nurse with advanced training in palliative and geriatric care
  • Comfort and dignity – focusing on symptom management, safety, and independence wherever possible

5. Services & Fees

  • Specialist palliative care and symptom support
  • Medication management and reviews
  • Falls prevention and home safety assessments
  • Nursing care for pain, breathlessness, and complex needs
  • Gentle support with daily living to ease the load for families

All fees are explained clearly and openly — with no hidden costs.

6. Inclusion Matters

We welcome people from all backgrounds and respect the unique values that shape care at the end of life.

This includes:

  • People from culturally and linguistically diverse communities
  • Aboriginal and Torres Strait Islander clients
  • People living with dementia and other complex needs

7. Safety First

Families can feel confident that safety is always a priority. We follow best-practice infection control and clinical governance standards, ensuring care is safe as well as compassionate.

8. The 8 Aged Care Quality Standards

The 8 Aged Care Quality Standards

The Aged Care Quality Standards protect older people’s rights and ensure care is consistent, safe, and respectful. Below we explain each one and show how we demonstrate this in practice.

1. Consumer dignity and choice

  • Your loved one’s preferences and values guide all decisions.
  • We provide care with dignity, respect, and cultural awareness.
  • Families are involved at every stage of planning.

→ Read more about Standard 1

2. Ongoing assessment and planning with consumers

  • Care plans are co-designed with families and reviewed regularly.
  • We adapt care quickly when needs change.
  • Assessments include health, safety, and wellbeing factors.

→ Read more about Standard 2

3. Personal care and clinical care

  • RN-led, evidence-based support for symptom management.
  • Medication reviews, frailty and falls assessments included.
  • Focus on safety, comfort, and quality of life.

→ Read more about Standard 3

4. Services and supports for daily living

  • Gentle assistance with daily activities to maintain dignity.
  • Encouraging independence wherever possible.
  • Supporting wellbeing through meaningful activities.

→ Read more about Standard 4

5. Organisation’s service environment

  • Home safety checks and practical advice for adapting spaces.
  • Creating a supportive and peaceful environment for care.
  • Infection control practices followed in every setting.

→ Read more about Standard 5

6. Feedback and complaints

  • Clear, accessible pathways for compliments, suggestions, or concerns.
  • Families can escalate issues to the Aged Care Quality and Safety Commission.
  • Feedback is welcomed as a tool for improvement.

→ Read more about Standard 6

7. Human resources

  • Skilled, compassionate staff with specialist training in palliative and geriatric care.
  • Ongoing education to keep practice current.
  • Support for staff wellbeing to ensure the best care for families.

→ Read more about Standard 7

8. Organisational governance

  • Strong governance and clinical oversight.
  • Transparent systems for quality, safety, and risk management.
  • Commitment to continuous learning and improvement.

→ Read more about Standard 8

How We Make This Real for Families

  • RN-led care – every client is supported by a Registered Nurse with post-graduate palliative care training and current geriatric medicine study.

  • Person-centred planning – care is guided by personal wishes, family input, and regular reviews.

  • Best-practice clinical care – evidence-based assessments (falls, frailty, medication reviews) support safety and comfort.

  • Home safety checks – practical advice for adapting the home to meet end-of-life care needs.

  • Open communication – we listen to families and explain options clearly, including how to raise concerns externally if needed.

  • Continuous learning – we stay up to date with training and reforms so your loved one receives care that meets and exceeds national standards.

1. Our Commitment to Quality

At Florence at Home, we are committed to providing safe, person-centred care in line with the → Aged Care Quality Standards.

Whether it’s managing symptoms, supporting independence, or ensuring comfort at the end of life, our care is guided by best practice and compassion.

2. Your Rights

Every person has the right to dignity, choice, independence, and safety. These rights are protected under the → Charter of Aged Care Rights, and are especially important in palliative and end-of-life care, where individual wishes and values must be respected.

The Charter is available in English and other languages → here.

3. Sharing Feedback

We want families to feel heard. Feedback, whether a compliment, suggestion, or concern, helps us improve and ensures care reflects what matters most to you.

  • Speaking with us directly
  • Calling or emailing
  • Using our online form

If needed, families can also contact the → Aged Care Quality and Safety Commission for independent support.

4. What We Offer

  • Care at home – so your loved one can remain where they feel most at peace
  • Personalised plans – co-designed with families, respecting cultural and spiritual needs
  • RN-led support – every client is cared for by a Registered Nurse with advanced training in palliative and geriatric care
  • Comfort and dignity – focusing on symptom management, safety, and independence wherever possible

5. Services & Fees

  • Specialist palliative care and symptom support
  • Medication management and reviews
  • Falls prevention and home safety assessments
  • Nursing care for pain, breathlessness, and complex needs
  • Gentle support with daily living to ease the load for families

All fees are explained clearly and openly — with no hidden costs.

6. Inclusion Matters

We welcome people from all backgrounds and respect the unique values that shape care at the end of life.

This includes:

  • People from culturally and linguistically diverse communities
  • Aboriginal and Torres Strait Islander clients
  • People living with dementia and other complex needs

7. Safety First

Families can feel confident that safety is always a priority. We follow best-practice infection control and clinical governance standards, ensuring care is safe as well as compassionate.

8. The 8 Aged Care Quality Standards

The Aged Care Quality Standards protect older people’s rights and ensure care is consistent, safe, and respectful. Below we explain each one and show how we demonstrate this in practice.

1. Consumer dignity and choice

  • Your loved one’s preferences and values guide all decisions.
  • We provide care with dignity, respect, and cultural awareness.
  • Families are involved at every stage of planning.

→ Read more about Standard 1

2. Ongoing assessment and planning with consumers

  • Care plans are co-designed with families and reviewed regularly.
  • We adapt care quickly when needs change.
  • Assessments include health, safety, and wellbeing factors.

→ Read more about Standard 2

3. Personal care and clinical care

  • RN-led, evidence-based support for symptom management.
  • Medication reviews, frailty and falls assessments included.
  • Focus on safety, comfort, and quality of life.

→ Read more about Standard 3

4. Services and supports for daily living

  • Gentle assistance with daily activities to maintain dignity.
  • Encouraging independence wherever possible.
  • Supporting wellbeing through meaningful activities.

→ Read more about Standard 4

5. Organisation’s service environment

  • Home safety checks and practical advice for adapting spaces.
  • Creating a supportive and peaceful environment for care.
  • Infection control practices followed in every setting.

→ Read more about Standard 5

6. Feedback and complaints

  • Clear, accessible pathways for compliments, suggestions, or concerns.
  • Families can escalate issues to the Aged Care Quality and Safety Commission.
  • Feedback is welcomed as a tool for improvement.

→ Read more about Standard 6

7. Human resources

  • Skilled, compassionate staff with specialist training in palliative and geriatric care.
  • Ongoing education to keep practice current.
  • Support for staff wellbeing to ensure the best care for families.

→ Read more about Standard 7

8. Organisational governance

  • Strong governance and clinical oversight.
  • Transparent systems for quality, safety, and risk management.
  • Commitment to continuous learning and improvement.

→ Read more about Standard 8

How We Make This Real for Families

  • RN-led care – every client is supported by a Registered Nurse with post-graduate palliative care training and current geriatric medicine study.

  • Person-centred planning – care is guided by personal wishes, family input, and regular reviews.

  • Best-practice clinical care – evidence-based assessments (falls, frailty, medication reviews) support safety and comfort.

  • Home safety checks – practical advice for adapting the home to meet end-of-life care needs.

  • Open communication – we listen to families and explain options clearly, including how to raise concerns externally if needed.

  • Continuous learning – we stay up to date with training and reforms so your loved one receives care that meets and exceeds national standards.

At Florence at Home, every family we support is cared for as if they were our own. We combine professional expertise with genuine compassion, ensuring comfort, dignity, and safety remain central in every decision.

If you would like to talk about how we can support your loved one with palliative or end-of-life care at home, please reach out—we are here to listen, to guide, and to walk alongside you.

At Florence at Home, every family we support is cared for as if they were our own. We combine professional expertise with genuine compassion, ensuring comfort, dignity, and safety remain central in every decision.

If you would like to talk about how we can support your loved one with palliative or end-of-life care at home, please reach out—we are here to listen, to guide, and to walk alongside you.

At Florence at Home, every family we support is cared for as if they were our own. We combine professional expertise with genuine compassion, ensuring comfort, dignity, and safety remain central in every decision.

If you would like to talk about how we can support your loved one with palliative or end-of-life care at home, please reach out—we are here to listen, to guide, and to walk alongside you.

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.