What type of organisation is Northern Health?

Northern Health is a major health care provider for Melbourne’s northern suburbs.

Our vision of A Healthier community, making a difference for every person, every day, drives our commitment to becoming an active partner in all aspects of wellbeing in our community.

Our values – Safe, Kind and Together describe not only how we do our work, but how we treat each other.  

We provide a range of primary, secondary and tertiary health care services across our five campuses which include the Northern Hospital Epping, Broadmeadows Hospital, Northern Health Bundoora, and Northern Health Craigieburn.

What experience do you have in delivering Home Care Packages?
Since 1988, we have been delivering home support packages across the northern suburbs of Melbourne. We pride ourselves on the quality of our staff and services and our ability to partner with individuals, carers and family members to deliver an extensive range of personalised support and services.

Our team of dedicated Case Managers are all experienced health professionals with tertiary qualifications in nursing or allied health (some of whom are bilingual). This ensures you receive a holistic aged care service, with expert advice from health professionals who hold the knowledge and skills to assist with all of your ongoing support issues and health needs.

What geographical locations do you cover?
Northern Health Home Care Packages assists service recipients throughout the north of Melbourne. Our targeted catchment includes the municipalities of Banyule, Darebin, and Merri-bek, and parts of Hume, Nillumbik and Whittlesea. Please contact one of our Clinical Coordinators to discuss any specific requests (ph: 9495 3219). 

Can I have a home care package with Northern Health if I don’t use other Northern Health services?
Yes, you can take up a home care package with Northern Health and continue to access your choice of alternative health services without it impacting on your package.  

What level of flexibility and choice do you allow?
We have service contracts with multiple providers to ensure greater flexibility and choice for you. Because we specialise in case management and sub-contract other services, you are not restricted to using only one agency. Instead you have the versatility to select support services from a variety of quality agencies to ensure your specific needs and preferences are met.

Do you work with people of all backgrounds?
Yes, we are all inclusive and welcome people from all backgrounds and life experiences. This includes people from Culturally and Linguistically Diverse (CALD) backgrounds; people who are lesbian, gay, bisexual, transgender, gender diverse, intersex, queer, asexual and questioning (LBGTIQA+) and people who are experiencing complex physical and/or mental health issues. Being part of Northern Health ensures you timely access to additional health and support services and access to interpreters of all nationalities and languages. A number of our Case Managers are also bilingual.

Can you meet with me in person?
Yes, one of our two senior Clinical Coordinators will happily meet with you at your earliest convenience in the comfort of your own home. Our Clinical Coordinators are aged care specialists and the meeting is obligation free. They will clearly discuss the services available to you within your allocated package, outline the steps for selecting a service provider and explain the process for setting up a home care package with Northern Health.

Should you decide to select us as your service provider, you will be matched with a Case Manager (same language where possible) who will get to know more about you, your aspirations and how we may able to assist and support you.

Can I speak directly with my Case Manager?
Yes, you will be provided with your assigned Case Manager’s direct contact details. If your Case Manager is unavailable at any given time during business hours, an on-call case manager will always be on hand to assist you. Your Case Manager will also visit you at mutually agreed upon times for reviews and you may request additional visits if required. 

Are you available after-hours?
Yes, all calls outside business hours are directed to our After Hours Assistance Service. Our office is closed weekends and public holidays; however we provide an after-hours service to ensure support is always available – 24 hours of every day. Our After Hours Assistance Service provides you with immediate access to any required after hours support. Furthermore, information is promptly relayed to your Case Manager so you receive appropriate follow up the next business day. 

Do you charge a setting up fee?
No, you will not be charged any fee to set up a Home Care Package with Northern Health Home Care Packages.

How are your fees charged?
At Northern Health Home Care Packages we do not charge a Basic Daily Fee or deduct interpreter costs from your individual package funds. Therefore, unless you are required to pay an Income Tested Care Fee (ITCF), you will have no out of pocket expenses. The Income Tested Care Fee (ITCF) is independently determined by Centrelink based on your income. Any Income Tested Care Fee requirements will be clearly set out in your Agreement and on a monthly fee invoice. 

Will it cost me to exit?
No, we do not charge an exit fee. 

How can you help me to maximise my Home Care Package funds?
Your Case Manager will work with you to ensure your Home Care Package funds are used to their full potential. We enable you to select from a range of providers to ensure you get the best value for money out of your package funds. We also employ Occupational Therapists within our team, to help you more readily access occupational therapy assistance when required. Furthermore, you will be kept abreast of any accumulated unspent funds within your package which are available for purchasing extra services, support or equipment as required. 

If I already have a package with another service provider, can I transfer to Northern Health Home Care Packages at any time?
Yes, Northern Health welcomes you to transfer over to us at any time. We will work with your current provider to identify an agreed transferral day, which can range from 14 to over 30 days depending on the service agreement you signed with your provider. We will ensure you remain informed of these discussions throughout the negotiation process. 

Do my unspent funds transfer over with me if I change service providers?
Yes, you can select and redirect remaining unspent package funds to any service provider within Australia. If you decide to change over to Northern Health Home Care Packages, we will work closely with your previous provider to facilitate a smooth transition of you home care package services and unspent funds to us.

What notice do I need to give if I want to change service providers?
Should you decide to change from Northern Health Home Care Packages to another service providers, we require four (4) weeks written notice of your intention to change.