Support setting up home care: Lyndel and Audrey’s story

Support setting up home care: Lyndel and Audrey’s story

Lyndel Holt appreciates the support she has received from Baptcare during the process of setting up home care services for her mother, Audrey.

Lyndel says it became apparent many years ago that Audrey needed more support at home than Lyndel could provide. Their GP referred Audrey for an ACAS (Aged Care Assessment Service) assessment, which led to her being allocated a government-funded Home Care Package.

“It was quite an involved process, but Baptcare certainly made it easier for us. Marie [a Baptcare Customer Liaison Consultant] came out to see us initially – she outlined what kinds of services Mum could receive, and she was very helpful in explaining what would happen and when,” Lyndel says.

According to Lyndel, Baptcare’s home care services will help to improve Audrey’s quality of life in more ways than one. “Baptcare is providing social support for Mum, as well as some assistance with household tasks, which has the added advantage of taking the pressure off me and helping me provide good care for Mum,” Lyndel says.

Lyndel and Audrey’s previous experiences with Baptcare were a significant factor in their decision to choose Baptcare as a home care provider.

“Both Mum and Dad were volunteers at Northaven [a Baptcare Residential Aged Care Community] and towards the end of his life, Dad was a resident at another Baptcare community. So Baptcare has been a major part of our lives,” Lyndel says. “It’s really important to us that Baptcare is a faith-based, not-for-profit organisation that genuinely cares about people in the community,” Lyndel says.


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As a Baptcare Customer Liaison Consultant in Melbourne’s eastern suburbs, Melissa McPherson plays a vital role in facilitating home care services for older people in the local community. A home care provider with local knowledge and experience One part of Melissa’s role is to act as Baptcare’s first point of contact for people who need some assistance at home. “I go out to their home, talk with them about what they need, and discuss how we can assist them to continue living in the comfort of their own home. Also, many people struggle with the My Aged Care process, so I help them to understand it,” Melissa says. A second important aspect of Melissa’s work is her liaison with other community services that support older people. “I spend time visiting local practices to discuss how Baptcare can support them with the great work they do. Healthcare professionals find it very reassuring that our home care services include nursing and allied health.” “I also give talks to people in the broader community who may be able to benefit from home care, including residents of retirement living villages and organisations such as Carers Victoria. In some cases, people don’t even know that home care services like ours are available,” Melissa says. According to Melissa, it is important that Baptcare has a presence in the local community. “Most people prefer to have a local provider. It’s the trust factor – if you’re choosing a home care provider, you want someone who knows the area.” “It’s also important to the local community that Baptcare is a Government-approved provider that meets the Home Care Standards set out by the Australian Aged Care Quality Agency. Not all providers can state this. So we are a trusted advisor by medical professions and an approved provider by the government.” Giving back to the community Baptcare has been a community-oriented organisation from the beginning, according to Melissa. “Since its inception more than 70 years ago, Baptcare’s purpose has always been to help people and give back to the community – and that purpose is exactly the same today. The reason I love working here is that my values align with the Baptcare values. I aim to help people live at home longer and happier.”

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