Aged Care Questions and Answers

Do you have a question about Residential Aged Care?

We hope we can answer the questions you have below, but if we haven’t covered them, please submit an enquiry, or give our friendly team a call on 1800 637 299.

Residents are welcomed into our homes based on a number of factors such as completion of admission form, receipt of Income and Asset Assessment and receipt of Enduring Power of Attorney form. Depending on your urgency and completion of required forms, we are likely to be able to place you into one of our homes quite quickly. Our team will keep you updated regularly about timing of moving in, working with you and your family as best we can.

For entry into a MercyCare Residential Aged Care Home you will need:

  • Approval for Residential Aged Care (permanency or high-level respite). If you do not have approvals in place, please contact My Aged Care to request an ACAT assessment.
  • Completed MercyCare Admissions forms
  • Outcome of your Income and Asset assessment
  • Copy of Enduring Power of Attorney
  • Signed copy of the Residential Aged Care Agreement

Our friendly team will be happy to talk you through each of these steps. Please call 1800 637 299.

An assets assessment determines whether a person may be eligible to pay an accommodation payment, or if the aged care home is eligible to receive an Australian Government subsidy on behalf of a person. This assessment also helps determine the maximum accommodation payment a person may be asked to pay.

It is recommended you undertake an assets assessment, as you cannot receive financial assistance from the Australian Government towards the cost of your accommodation without one.

Your level of assessed assets is used to work out how much you may be asked to pay for your accommodation. If you choose not to have your assets assessed, you may be asked to pay the maximum amount.

Please get in touch with our expert team and we will send you a Permanent Residential Aged Care Request for an Assets Assessment form and talk you through any queries you may have. Call us on 1800 637 299 or email

Depending on your individual circumstances, you may need to make an Accommodation payment. The Refundable Accommodation Deposit (RAD) and the Daily Accommodation Payment (DAP) are the two ways you can choose to pay this. The RAD is a lump sum payment which is fully refundable when the room is vacated. The DAP is a daily payment which is not refundable. You can also choose to pay a combination of RAD and DAP.

You will only need to pay a RAD/DAP if the outcome of your Income and Asset Assessment determines that you are eligible for this payment.

An enduring power of attorney is a legal agreement that enables a person to appoint a trusted person – or people – to make financial and/or property decisions on their behalf. An enduring power of attorney is an agreement made by choice. It can be executed by anyone over the age of 18, who has full legal capacity. ‘Full legal capacity’ is defined as a person that is able to understand the nature and effect of the document they are completing and the nature and extent of their estate.

MercyCare require an Enduring Power of Attorney before admission into one of your homes. If you do not have an EPA in place we can help you get this process started.

An Enduring Power of Guardianship (EPG) is a legal document that authorises a person of your choice to make lifestyle, personal and treatment decisions on your behalf should you become incapable of making such decisions. This person, an enduring guardian, could be authorised to make decisions about matters like where you live, the support services you access and the treatment you receive. An enduring guardian cannot make property or financial decisions on your behalf.

An Advance Health Directive (AHD) is a legal document that enables you to make decisions about any future treatment you would want – or not want – if you ever became sick or injured and were incapable of communicating your wishes. It is one way of saying your AHD becomes your voice when your circumstances do not allow you to voice it yourself. Examples of ‘treatment’ includes medical, surgical and dental treatments, including palliative care and life-sustaining measures. An AHD would come into effect only if it applied to the treatment you required and only if you were unable to make reasoned judgements at the time that the treatment was required.

An Advanced Health Directive (AHD) is recommended if you want others to be clear about your wishes regarding your care should you not be able to express these wishes in the future. If you do not have this in place prior to entering a MercyCare home, our nurses and staff are happy to discuss this with you upon entry.

To make an Advance Health Directive you must be at least 18 years of age and have full legal capacity (this means you must be capable of understanding the nature and effect of your Advance Health Directive).

If you meet these criteria, you can make an AHD by completing the form from website, or we can supply you with the from once you are a resident at a MercyCare home.

Feedback (compliments, complaints or suggestions) can be provided to our homes in several ways including written, over the phone or face to face:

  • Our homes have feedback forms for residents, family or visitors to complete and submit via the feedback box, hand to reception or any staff member.
  • Complaints can be raised verbally with any member of staff, including the Clinical Manager and Service Manager, face-to-face or over the phone.
  • Our homes have regular resident and relative meetings where feedback can also be provided.
  • Concerns can also be made in writing via letter or email to the Service Manager

You are welcome to bring electrical items. Under Workplace Health and Safety legislation, electrical items must undergo testing and tagging which involves being checked by an electrician and certified safe to use.

We encourage residents to personalise their room. After all, it is your home. We provide an electric bed, bedside table and chair, but understand it is important to be surrounded by your own life and memories. We love to see you bring your own special possessions and decorations to personalise your space.
Larger items are welcome as long as they do not present a safety issue. This can be discussed prior to you moving in.

We do not provide private telephones; however you are welcome to arrange this privately with Telstra. You are also welcome to bring your own mobile phone and charger if you prefer.

Several of our homes have internet access in common areas. All residents are welcome to set up private internet connection into their rooms if they desire.

Yes, if your doctor is able to visit your chosen residential aged care home. If not, we can arrange a GP for you.

No, you don’t have to be Catholic to become a resident at MercyCare. We embrace diversity and welcome people of all beliefs into our homes.

Unfortunately not. However, family pets are welcome to visit, although we ask pets don’t enter the dining room during mealtimes. Several of our homes have much-loved therapy animals.

Yes, laundry services are provided in all our homes. Clothes are required to be labelled. Please speak with our team and they will be able to step this through with you in detail.

Of course, this is your home. We kindly ask you to speak with our care staff on when you will be leaving so we are aware of your movements and can assist you in whatever you need.

Our homes are smoke-free and do not permit smoking.