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Service Agreements
NDIS
Transformative Nursing (James May Pty Ltd, ABN 41 686 509 008) is a non-registered NDIS provider delivering disability supports under the National Disability Insurance Scheme Act 2013. We offer services to Plan and Self Managed Participants, if you are NDIA Managed we utilise Boutique Caring as a Partner.
Our Commitment to You
- Choice & Control: We support your independence and social/economic participation
- Quality Standards: All services meet NDIS Practice Standards and Quality Indicators
- Person-Centred: Your goals, culture, and preferences guide our support delivery
How We Work With You
- Initial assessment meeting to match you with suitable staff
- Quarterly support reviews minimum
- Transparent communication via phone, email, or face-to-face
- Collaborative planning with your existing providers
Your Responsibilities
- Communicate your needs and preferences clearly
- Provide 2 business days' notice for cancellations (or short-notice fees apply)
- Maintain sufficient NDIS plan funds for booked services
- Inform us of plan changes, suspensions, or if you exit NDIS
- Treat our staff with courtesy and respect
Our Responsibilities
- Deliver agreed supports in Schedule 2 at NDIS Price Guide rates
- Protect your privacy per our Privacy and Confidentiality Policy
- Maintain accurate records and provide regular statements
- Manage incidents, complaints, and feedback promptly
- Ensure continuity of support during staff changes
Cancellations
- Your cancellation: 2 business days' notice required (by 4:30pm Wednesday for Monday service, etc.)
- Short notice/no-show: 100% fee charged per NDIS Price Guide
- Our cancellation: Minimum 48 hours' notice; no charge to you if we cancel
Key Contacts
- General: 07 4721 4470 | admin@transformativenursing.com.au
- Your Contact (Sean Burnett): 0421 559 611 | sean@transformativenursing.com.au
- Website: www.transformativenursing.com.au
Agreement Terms
- 4 weeks' notice required to terminate by either party
- Automatic renewal unless terminated
- Governed by Queensland and Australian law
Service Agreements
Support at Home
Transformative nursing & Support Services is a Co-Care Partner with PlanCare. We work with PlanCare delivers Support at Home services under the Australian Government's aged care reforms (post-September 2024), replacing Home Care Packages with 8 classification levels (1-8).
Our Services Include
- Care Management & Platform Fee: Coordination, compliance, budget oversight
- Clinical Supports: 0% estimated contribution rate
- Independence Supports: Contribution assessed by Services Australia
- Everyday Supports: Daily living assistance
- Short-term Supports: AT/HM administration, restorative care, end-of-life care
Key Operational Information
- Budget Development: Individualised budget created within 28 days of service commencement
- Quarterly Reviews: Budget and support plan reviewed every 3 months
- Overspend Management: Cannot roll debt into next quarter; private payment required for overspends
- Care Management Activities: Minimum one direct care management activity per client monthly
Referral & Onboarding Process
- Confirm client has Access Approval from Services Australia
- Determine classification level (1-8) and client type
- Select service delivery model (Self/Full/ONEteam Partner)
- Complete pre-onboarding documentation
- Allocate Co-Care Partner for ongoing relationship management
Financial Management
- Contributions: Determined by Services Australia based on assets/income; updated annually
- Gap Fees: Out-of-pocket when government funding doesn't cover full cost
- Payment Methods: Direct debit (Fully Managed) or card payment at invoice approval (Self-Managed)
- Price Reviews: At least annually, aligned with Aged Care Act pricing caps
Critical Compliance Points
- All providers must hold Positive Verification Outcome with PlanCare
- Services must align with Support Plan and Aged Care Act Inclusions/Exclusions List
- 28-day notification required for financial circumstance changes
- Monthly check-ins mandatory for Self-Managed clients
What is Support at Home?
The Australian Government's new aged care program replacing Home Care Packages. It provides funding for services that help you stay safely at home, with 8 levels of support based on your needs.
Are You Eligible?
You may be a:
- Grandfathered client: If you had a Home Care Package or were on the waitlist before 12 September 2024
- New Support at Home participant: If you received funding after 13 September 2024
How You Can Manage Your Services
Option 1: Self-Managed
- You choose: Find, organise, and schedule your own support workers
- We help: Verify providers, process payments, ensure compliance
- Best for: People who want maximum control and flexibility
- Fees: Care Management fee + small Platform fee on each service
Option 2: Fully Managed
- We handle: All coordination, scheduling, and provider management
- You focus: On enjoying your supports and achieving your goals
- Best for: People who prefer us to manage the details
- Fees: Care Management fee only (no extra platform charges)
Option 3: ONEteam Partner Managed
- Hybrid approach: Services delivered through our trusted partner care managers
- You get: Personalised attention with professional oversight
- Best for: Those wanting dedicated care management with flexibility
- Fees: Care Management fee + Platform fee
Your Contribution to Care Costs
Services Australia will assess your contribution based on your financial situation:
- Full pensioners: May pay no or minimal contribution
- Part pensioners/self-funded: Contribution based on assets and income
- Annual review: Your contribution is reassessed yearly or when circumstances change
Important: You must notify Services Australia within 28 days if your financial situation changes.
Your Support Plan & Budget
Within 28 days of starting services, we'll provide:
- Support Plan: Your goals, needs, and how we'll help
- Individual Budget: How much funding you have and how it's allocated
- Quarterly Reviews: Regular check-ins to ensure your needs are met
Managing Your Budget Wisely
- Quarterly system: Funding resets every 3 months (July-Sept, Oct-Dec, Jan-Mar, Apr-Jun)
- No overspend carryover: You cannot use next quarter's funds to pay this quarter's overspend
- We'll help: Your Co-Care Partner monitors your budget and alerts you if funds are low
Cancellation Policy
Please give us 2 business days' notice if you need to cancel a service:
- Cancel by 4:30pm Wednesday for Monday services
- Cancel by 4:30pm Thursday for Tuesday services
- (And so on – we'll provide a full guide)
Late cancellations may incur fees, but we understand emergencies happen – compassionate considerations available.
Your Rights & Protections
- Privacy: Your personal information is protected and only shared with your consent
- Quality: All providers meet Aged Care Quality Standards
- Complaints: Independent support available through Aged Care Complaints Commissioner (1800 035 544)
- Choice: Change providers or service models with appropriate notice
Getting Started
- Confirm your Access Approval from Services Australia
- Meet with us to discuss your needs and preferences
- Choose your service management model
- We'll develop your Support Plan and Budget
- Begin receiving services with regular check-ins
Questions to Ask Us
- What level of classification do I have and what does it cover?
- Which service model best suits my situation?
- How much will my contribution be?
- Can I use my existing providers?
- What happens if my needs change?
