ESP provides a variety of essential services

Is ESP Healthcare fully insured?

Yes we are all fully covered by:

• QBE for Workers Compensation Cover
• QBE for Public Liability Insurance
• CGU for Civil Liability Professional Indemnity Insurance

Can I have the same staff member each time?

Where possible this is the standard that we set. However, you may receive a different worker in the case of staff sickness or holidays.

What if I don't get on with the staff member?

We try our best to match each client with the most appropriate worker and you will receive a call from us after two or three services have been provided to you for some feedback. During this call you will be asked about the worker and given the opportunity to let us know if you feel comfortable. We will change workers if necessary and the information you give will be treated confidentially.

What do I do if I have a complaint?

We encourage you to give us feedback and we have information on this in our brochure. We also have a full complaints procedure. This procedure outlines each step of the the process and a staff member will go through this with you and/or your advocate.

How do I pay the account?

For private clients we send an invoice either weekly, fortnightly or monthly depending on our arrangement. The payment can be made by cash, cheque or EFT to our bank account.

What if I am going away or have an appointment?

We try to be as flexible as possible with our services. As soon as you are aware of a change in your plans please let us know and we will rearrange the service times to suit. However, if you do not inform us before arrive at your home, we may have to charge a cancellation fee.