FREQUENTLY ASKED QUESTIONS

Can I have the same staff member each time?
We try to match each client with the most appropriate care worker. We endeavour to ensure this care worker continues providing services to you subject to your approval and his or her availability.

How do I change the scheduled services?
We are flexible as to the services you may require. Should you require changes to your rostered care services contact the ESP Healthcare office.

What are our terms of business?
We provide a letter to you setting out our terms of business and engagement details following the initial consultation.

What are our fees?
These are available on request.

Who answers the after hours “on-call” number?
Our main phone number 1300 377 432 will be answered by ESP Healthcare staff 24 hours a day, seven days a week. Our offices are manned from 6.30am to 6.00pm Monday to Friday. Out of those hours, calls are diverted to our on-call personnel.

What insurance cover do we have?
All staff employed by ESP Healthcare are fully covered under the following insurance contracts: $20,000,000 under Public and Products Liability Insurance $20,000,000 in aggregate and $10,000,000 in any one claim under Civil Liability and Professional Indemnity Insurance. Employees are of course fully covered with Workers Compensation Insurance under the Workers Compensation Act.

Do your staff all have Federal Police Checks and Working with Children Checks completed?
All staff employed by ESP Healthcare have had Australian Federal Police and Working with Children checks carried out.

What is the cancellation policy?
If a service is cancelled after 5.00pm the day before the service or on the same day the service is due you will be charged a cancellation fee up to the first four hours of that shift.

How do I pay the account?
We invoice for our services weekly and our payment terms are 14 days. The invoice details the services provided each day. Invoices are emailed or posted. Payment can be made via EFT or cheque.

What does ESP stand for?
Originally our business was called Essential Service Providers. Unfortunately nothing more interesting than that.