Jane, a retired R.N., felt routinely let down by her previous provider. When she reached out to The CareSide to enquire about transferring services, she received a surprising revelation about her funding—and it completely changed the course of her home care journey. Here’s her story.
Jane McPhail, 78, knows what good care looks like.
A retired R.N., Jane spent five decades in nursing. She began her career at age 19 and held numerous positions, including a long stint in childhood immunisations, before spending her final six years in aged care as a nurse at a residential facility.
‘It broadens your horizons,’ Jane says now, reflecting on her colourful career. ‘It gives you a better understanding of people and humanity.’
To call Jane a woman of integrity would be an understatement. She dedicated her life to serving others—both as a nurse and as a mother of five—but when the time came to accept help for herself, she wrestled with that reality.
‘I can be my own worst enemy,’ she says, smiling.
A few years ago, she reached a point where she couldn’t maintain her home the way she wanted. She decided it was time to put her pride aside and get help.
Jane completed a home care assessment and was placed on the waitlist for a Level 1 Home Care Package. She received interim funding through the Commonwealth Home Support Program (CHSP), and she was referred to a provider to begin services.
At first, things went well.
‘I was with my previous provider for four years, and the first two were great,’ she shares. ‘Then everything went pear-shaped.’
For Jane, consistency is one of the most important parts of home care. Her health challenges require frequent visits to doctors and specialists, so her day-to-day schedule can be a balancing act. Over time, she says, that became increasingly difficult with her previous provider. Care visits became unpredictable, and constant last-minute changes meant she was never sure who’d be showing up at her door, or when they were coming.
‘More often than not, I had to cancel,’ she says, explaining that appointments with her specialists had to be her priority. ‘But then I’d be charged for cancelling the visit. It was exasperating, and it wasn’t doing my mental health any good.’
Jane knew it was time to change providers. Through her own research, she found and contacted The CareSide—and those initial phone calls revealed a shocking detail.
‘As it turned out, my Home Care Package funding had come through a year prior,’ Jane recalls. ‘My previous provider cancelled it and never notified me, so as far as I was aware, it had never come through.’
Jane’s naturally bright demeanour changes completely when she recounts that experience, especially because her status as a CHSP participant during those years limited the services she could access. The situation shook her trust, and its impact is evident in Jane’s voice.
‘I cannot cope with people who do the wrong thing,’ she says. ‘I was never notified, and my [Home Care Package funding] was just going into la-la land.’
Once The CareSide team explained the situation, she decided to transfer her services. Switching providers was far easier than she expected, and Jane’s demeanour lights back up when she recalls the relief she felt.
‘It was so simple, and I am so grateful,’ she says. ‘And I didn’t have to have much contact with the previous provider!’
Ultimately, Jane chose The CareSide for a few reasons:
- Communication: From her very first interactions with The CareSide, Jane felt understood. Her initial enquiries were handled swiftly, and with the same genuine care she exemplified during her nursing career.
- Continuity of Care: With The CareSide, her care visits happen precisely when she wants, with the same caregivers. In her words: ‘I can make other appointments without thinking, “Oh my gosh, what’s going to happen this fortnight?”’
- Flexibility and Transparency: She greatly appreciates the schedule flexibility, but beyond that, she knows exactly how much funding she has in her home care budget—and she can use it for different services as her needs evolve, including companion care and gardening services.
Above all, though, Jane says she felt sincerity from The CareSide team the moment she first made contact.
‘Everyone I’ve come across has been so caring and genuine,’ she says. ‘[The CareSide] has gone over the top, and I feel very confident and safe, if that makes sense.’
Jane has developed especially strong relationships with her Care Manager, her gardener, and her support worker, Donna, who she describes as a ‘gem.’
‘Donna is so observant, including about my wellbeing,’ Jane explains. ‘And she cleans things I didn’t even know needed cleaning!’
‘It feeds my soul,’ she continues. ‘I’m so content, so happy. I’m just so comfortable now.’
Of course, as a nurse, Jane spent her career caring for others—and that hasn’t stopped. Now, she shares her experience with friends and family who are struggling with their own home care providers and encourages them to get the support they deserve.
Her sister-in-law in Queensland is in a familiar situation, stuck with a provider that continually falls short. Jane is trying to convince her to make the change, and she’s already succeeded with her friend, Fran.
‘Fran often says, “That is the best suggestion you’ve made!”’ Jane shares with a laugh.
‘A lot of people grumble about their provider, and they think changing is too hard,’ she says.
‘But I tell them: All you have to do is pick up the phone—the rest will be done for you. It’s so easy.’
