Visits & attendance,
clearly explained.

We know that unexpected events, family emergencies, and changing health conditions occur. When changes are necessary, communicating early ensures our care teams can adjust community routes and support plans.

• Please provide at least 24 hours' notice whenever you need to reschedule or cancel a visit.
• You can contact our duty desk directly by phone call or SMS text message.
• Adequate notice enables our coordinators to allocate that dedicated care window to another vulnerable individual who may require urgent support.

A cancellation made with less than 24 hours' notice is classified as a Same-Day Cancellation. A scheduled visit where our care staff arrives without prior notification is considered a No-Show.

Consistency is vital to achieving positive care outcomes. Individuals with greater than 3 cancelled or rescheduled visits within a 12-month period are placed on our Cancellation List.

• Once placed on this list, visits cannot be scheduled weeks or months in advance.
• Care can be accessed by requesting same-day availability on the morning support is needed.
• If a suitable care window is open, you will be allocated directly to that appointment.
• After successfully and reliably attending 3 consecutive same-day appointments, regular advance booking privileges are fully restored.

When services are provided under same-day booking status, strict regulatory compliance and medication safety standards must continue to be upheld.

• Prescription refills: Non-urgent routine medication renewals cannot be expedited during same-day visits. Please arrange prescriptions well in advance.
• Emergency medication: MAR-chart administered medication and critical healthcare needs continue without disruption.
• Staff preferences: While we always strive for continuity, specific key worker or nurse preferences cannot be guaranteed on same-day bookings.