FAQs

Genreal

How do I contact Pacific Homecare?

Ph: (09) 274 9153

Email: info@pacifichomecare.org.nz

Office: Level 1, 230 Great South Rd, Papatoetoe

Post: PO Box 23-071, Papatoetoe, Auckland 2155

What does Pacific Homecare do?

Pacific Homecare is a not-for-profit health provider predominantly delivering in- home services to support our elderly and disabled community to live independently in their own homes. We also provide Whanau Ora services and elderly socialisation programmes to our local communities, and are a partner in One Care Family Medical Centre. Find out more at the About Us page.

Where does your funding come from?

Pacific Homecare is funded through the service contracts we hold with the Ministry of Health, the Counties Manukau District Health Board, the Auckland District Health Board, the Accident Compensation Corporation and Pasifika Futures.

How do I access your homecare services?

Clients pay nothing for Pacific Homecare services (unless you qualify for Individual Funding). Anyone can ring the Needs Assessment Service Centre (NASC) and ask for help from Pacific Homecare.

You, or a family member, your Doctor, your friend or the hospital may contact the NASC if you feel that you need help to stay in your own home.

If you are under 65 years of age please ring the Taikura NASC on 0800-Taikura (0800 824 5872).

If you are over 65 years of age please ring the CMDB NASC on 09-276 0040 and ask for help from Pacific Homecare.

For more information on our client referral process, click here.

Our staff come from every Pacific background – Samoan, Tongan, Niuean, Maori, Fijian, Indian, European, Nauruan, Cook Island, Tokelauan, Tuvaluan and others – so we can meet the cultural needs of our clients.

Cultural appropriateness and responsiveness principles underpin all Pacific Homecare activities and planning. Wherever possible, we provide Coordinators and Support Workers who are matched with your cultural, language, dietary and faith based requirements, as well as the required skills and experience to meet your needs.

Read more

One Care Family Medical Centre

How do I enrol for One Care Family Medical Centre?

To enrol, simply come in to the clinic and complete an enrolment form in person. You may be asked to verify your eligibility for health services in New Zealand by showing your passport or your relevant work visa.

 

Do I have to pay for my clinic appointment on the day?

Payment is expected at the time of your appointment. We accept payment by cash, EFTPOS, credit card or online banking. If you are worried that you can’t pay your fee, please tell us before your appointment. We will speak to you privately about options that may be available to you.

 

Where is the One Care clinic?

One Care is on the ground floor of Pacific Homecare at 230 Great South Road, Papatoetoe (opposite Hunters Corner Plaza).

What services do you offer?

We offer comprehensive quality medical and GP services including:

  • Injury care
  • Minor surgery
  • All illnesses – acute and long-term conditions
  • Childhood immunisations
  • Health promotion
  • Screening for diseases

Why should I enrol as a One Care patient?

Enrolling as a patient at One Care means you pay a lower upfront fee than as a casual patient. It also means you receive continuity of care with your GP, priority appointments, reminders and recalls.

How much does it cost to come to One Care?

Enrolling is free. The cost to see our doctor for a standard GP consultation as an enrolled patients is:

  • 0-17 yrs – FREE
  • 18-64 yrs – $17
  • 65+yrs – $10

When is One Care open?

Monday – Friday: 8.30am – 6.30pm
Saturday: 10.00am – 3.00pm

 

Services

What services do you provide?

We provide a wide range of services to the elderly and disabled community in the Auckland region aimed at helping our communities to stay living independently.

In home services include:

  • Disability care
  • Elderly care
  • Long-term chronic health care
  • Rehabilitative care
  • Respite care
  • In home respite care for Autism Spectrum Disorder (ASD) clients

Community and family services

  • Fia Ola – drop-in centre
  • One Care Family Medical Centre
  • Whanau Ora family service

How do I access your services?

How you access our services depends on what type of service you need and your current situation. Some services need a referral to us, while for others you can register your interest by self-referral.

Homecare clients are referred to us via Needs Assessment and Service Coordination (NASC) agencies from the Ministry of Health and the District Health Board and from the Accident Compensation Corporation. You can request help specifically from Pacific Homecare when you contact the NASC or ACC.

To access Whanau Ora Services, you need to register your interest by completing our registration form. One of our Navigators will then contact you for an assessment.

Read more

Fia Ola

What is Fia Ola?

“Fia Ola” means “living longer happily”. Pacific Homecare runs an ethnic-specific Fia Ola drop-in centre service at our Papatoetoe offices. The programme aims to allow those over 65 to socialise within their own communities, reducing the risk of social isolation and loss of independence.

Read more

Can I join Fia Ola?

Fia Ola accepts those over 65 years of age including non-clients. There is always room for new members to join Fia Ola. Due to demand some of the groups become full but we will always strive to meet the community needs where there is demand.

Read more

When does Fia Ola run?

Cook Island Fia Ola – Meets: Fridays, 10.30 am – 12.30 pm
Indian Fia Ola – Meets: Wednesdays, 10.30 am – 12.30 pm
Samoan Fia Ola – Meets: Tuesdays, 10.30 am – 12.30 pm
Tongan Fia Ola – Meets: Thursdays, 10.30 am – 12.30 pm

For more information please speak to your Coordinator or contact Taua Malaetele at the Pacific Homecare Office – phone 274 9153.

Whanau Ora

What is Whanau Ora?

Whanau Ora empowers families to reach their goals. It is a different way of working with families, which builds on a family’s strengths so they can take ownership of their own needs. It focuses on whanau as a whole, rather than dealing with individuals and their problems.

The focus areas of Whanau Ora are: lifelong learning in education, training and skills development; living longer, living better through improved wellbeing, independence and health literacy; living financially free through less debt and more savings; and leading and caring for our families through safe, healthy and violent free homes, Pacific leadership and support of cultural capital and growth.

To access our Whanau Ora services families need to complete a registration of interest.
Read more

How does Whanau Ora work?

Families that are interested in accessing Whanau Ora services need to register your interest by completing our registration form. One of our Navigators will then contact you for an assessment.
If you are eligible for services, your family will be supported by a ‘Navigator’ who will work with your family to create a family plan. Our Navigator will then find services for you and your family to achieve your family plan.

Read more

Service Delivery

What should I do if my Support Worker is late / doesn’t turn up?

If your Support Worker is late or doesn’t turn up, please call our Resource Coordinators on (09) 274 9153.

What should I do if I am not going to be at home for my services and need to ‘hold’ my services?

If you need to ‘hold’ (pause or postpone) your services for any reason such as you are going into Hospital or are on holiday with family, please call our Resource Coordinators on (09) 274 9153 with as much notice as possible to put your services on hold until your return.

What should I do if I am unhappy with the services my Support Worker is delivering?

You have the right to make a complaint at any time regarding your home care service. Complaint forms are available from the office. If you have a complaint either ring your Coordinator or give your complaint form to your Support Worker or give it to the PHC Receptionist at the office.

  • All complaints are followed up according to the complaints process, until resolved
  • All complaints are responded to within 2 business days
  • We aim to resolve all complaints within 5 business days

You may also request that your Support Worker or Coordinator lodge a complaint on your behalf.

What should I do if I want to compliment my Support Worker?

Complaint cards are available from the office and from your Support Worker. If you have a compliment you can either ring your Coordinator or give your compliment card to your Support Worker or give it to the PHC receptionist at our office.

Client Care Plans

What is a Client Care Plan?

All Personal Care and Household Management tasks are entered into the Client Care Plan along with the rostered hours when the Support Worker will deliver the services. Each Client has tasks that are specific to their needs. The Client, the Support Worker and the Coordinator all sign the Client Care Plan once they understand and agree with the services that will be delivered.

The Client Care Plan is a binding agreement between you as the Client and Pacific Homecare. Your Coordinator and the Support Worker represent PHC when signing the Client Care Plan. The Client Care Plan explains the services required from the PHC Support Worker to assist you to meet your needs and goals.

Before placing a Support Worker with you, a Coordinator will discuss the Client Care Plan with you. You must read it carefully and understand the services that will be provided. If you agree that the Support Worker will provide the care for you as detailed in the Client Care Plan you will be asked to sign it. You will receive a copy of a signed Client Care Plan for your reference.

What if I want my Support Worker to do work that’s not on my Client Care Plan?

Only the PHC Coordinator can instruct the Support Worker on extra work and change the Client Care Plan. For more information speak to your Coordinator on (09) 274 9153.

Can I change the time that my Support Worker comes to deliver services?

The Client Care Plan informs the Support Worker of the times the work is to be done for you. It specifies which days of the week and the start and finish times. The Support Worker may not change the times of service delivery unless a Coordinator has agreed to the change and has called and asked you. Homecare services are only carried out while you are at home.

Only the PHC Coordinator can instruct the Support Worker on changes to the Client Care Plan. For more information speak to your Coordinator on (09) 274 9153.

What are my responsibilities as a client in relation to my Care Plan?

As the client, you are responsible for providing your Support Worker with the cleaning materials he/she needs to do your job well. You are responsible for ensuring that all equipment to be used to do the work is in good working order.

Special Client Agreements

What is a special client agreement?

Pacific Homecare has Special Client Agreements that need to be signed when additional services are required by the client. The following services may be performed only if a Special Client Agreement has been signed by the Client, the Coordinator and the Support Worker:

Acceptance of client house keys

  • All keys are registered in the key register at the PHC office.

Transportation of Clients

  • The Support Worker may provide transportation for social support such as community outings, shopping, etc, as per your Client Care Plan.
  • No-one apart from those people nominated on the Client Special Agreement Transportation Form are allowed to be transported.

Administering pre-packaged medication and supervising medication

  • Your Support Worker cannot give a Client medication directly out of a bottle.
  • The Support Worker may hand the bottle to you to dispense yourself.
  • If the Support Worker thinks you are not taking the correct medication, they will report this to their Service Coordinator.

Handling client cash

  • When shopping is required as part of the Client Care Plan you will give the Support Worker cash or a cheque.
  • The Support Worker should always provide the Client with a receipt for any shopping they do for you. They will take you to the nearest shopping Centre.
  • The Support Worker is not permitted to handle your EFTPOS or credit cards.
  • The Support Worker should never borrow money from you.
  • The Support Worker should not do their own shopping at the same time. This prevents any problems or misunderstandings with you.

For more information speak to your Coordinator on (09) 274 9153.