Transport Services

We were asked to provide brokered services to Mrs C, who needed transport and accompaniment to her medical appointments. A number of other agencies had not been able to get Mrs C to agree to get ready and leave her house. Our Support Worker took the time to talk to Mrs C about her preferences and found that she wanted some help to get ready and not feel “rushed”, which increased her anxiety. By arriving a little earlier, our Support Worker was able to assist Mrs C to get dressed. Mrs C is very happy with our Support Worker and has asked for SAI to provide all her care services. This is just one of many similar experiences we have had as a provider of brokered services across the SMR.

Level 3 HCP Services

Mrs H had been assessed as suitable for a Level 3 HCP and her family wanted us to complete all tasks of daily living for her. Our Case Manager sat with Mrs H and her daughter and discussed short and long term goals to assist Mrs H to regain her independence. Mrs H’s daughter was initially reluctant for her mother to undertake any tasks but she agreed to some simple goals, like her mum suggesting what she would like to eat for lunch and dinner, with a view to Mrs H eventually preparing the shopping list. This approach was successful – after two months, Mrs H was accompanying our Support Worker to the bank and supermarket and assisting with meal preparation. Her daughter is very happy that her mum is doing so well.

Level 4 HCP Services

For example, Mr B was caring for his wife, who, as part of her Level 4 HCP, required PEG feeding and catheter care. We were asked to provide brokered services ( from another organisation ) to Mrs B and advised by the service provider that Mr B was “unreasonable”, “demanding” and that he had previously rejected 7 support workers for his wife. Our Clinical Coordinator and manager visited Mr and Mrs B and learnt that he was an educated man with a medical background. He explained that he only wanted the best for his wife and that he was concerned that the support workers who had visited had not known how to care for his wife’s complex needs. Our Client Services Coordinator matched three support workers with up-to-date skills to Mrs B and our Staff Development Coordinator worked alongside each one in our simulation room as well as in the client’s home to ensure they were competent and carrying out the procedures correctly. Mr and Mrs B are now very happy with the care provided by SAI.

Mr J rang us as his wife had been approved for a Level 3/4 HCP and he wished to engage our services. Mrs J was confused and disorientated and was refusing to attend to any personal hygiene. Mr J was distressed and he stated that he really didn’t want to send her to hospital and hoped we could help.

Personal and Home Care Services

Our Case Manager visited Mrs J within an hour of receiving the phone call and undertook an assessment; she established that Mrs J’s deterioration was due to delirium. Our Case Manager contacted Associate Professor Stephen McFarlane (see above) and arranged an appointment for an immediate review of Mrs J’s medication. Stephen confirmed that the acute onset of the abnormal behaviour was due to a delirium and reduced Mrs J’s medication. Our Case Manager organised staff to relieve Mr J and observed and assisted Mrs J with personal care, meals, laundry, cleaning and arranging the change of medication from the pharmacist. Within 24 hours, Mrs J was less distressed and her symptoms subsided. Mrs J has now resumed her personal hygiene routine and activities of daily living skills and enjoys her husband’s company. She attends a day centre for socialisation and Mr J is utilising this valuable respite time to attend to his interests.

Gardening Services

Our preferred gardener is always on the lookout for ways to get clients involved and making decisions about their gardens. He encouraged Ms G, a Level 2 HCP client, to come outside and direct him in pruning the roses. Gradually, Ms G became more confident to prune her roses herself and our gardener is teaching her about feeding and pest control. Ms G now takes great interest in her garden.

Other Services

Mr M was living alone and wore a safety alert system to ensure his safety. He would regularly forget to make the required phone call by 11am. If the supplier phoned his mobile he would often miss the call due to a lack of familiarity with his mobile phone. If the call goes unanswered this results in the company phoning the family or sending out a team member which incurs a cost. To overcome this our Client Services Coordinator created large reminder signs and placed them in two locations of the home that would be easily seen before 11am each morning. Carers have also been instructed to enter important contact numbers into Mr M’s mobile phone and teach him over time how to use it. This has resulted in an enormous reduction in call outs.


Mrs L has Alzheimer ’s disease and believes she should only wear pink clothes. She cannot explain the rationale. Our Support Worker was concerned that Mrs L’s favorite pink cardigan needed a wash but was aware that asking Mrs L to change her clothes could make her anxious and distressed. Our Case Manager suggested to Mrs L’s daughter that a new pink cardigan could be bought. This simple strategy worked: Mrs L was happier in her clean cardigan and her daughter felt that her mother’s dignity had been maintained.