Care and support at Lumia Care
At Lumia Care, we support you to live life on your terms.
We work with you, your family, carers and other health professionals to provide safe, respectful and person-centred care. Your care and support should reflect your goals, preferences and what matters most to you.
What you can expect from us
When you receive care and support from Lumia Care, you can expect to be treated with dignity and respect, listened to and involved in decisions about your care. We work with you to provide care that reflects your individual needs and choices, while keeping quality and safety at the heart of what we do.
Care centred around you
We design your care and support plan with you. We listen to your goals, preferences, culture, routines and choices, so your support feels right for you.
Safe care
We work with you to identify risks and plan ways to reduce them. This may include support with your home environment, medicines, mobility, health needs or daily activities.
Quality care
We aim to provide the right care at the right time, based on current evidence, good practice and the experience of our skilled care teams.
Your safety is always important to us. We are always looking for ways to improve how we care for and support you.
Your rights
We respect your rights at all times.
At Lumia Care, you have the right to:
be treated with dignity, respect and privacy
feel safe
be involved in decisions about your care and support
receive information that is clear, honest and easy to understand
give feedback or make a complaint without it affecting your care.
These rights are based on national rights frameworks, including:
If you are concerned about your health
If you notice a change in your health or have concerns about your condition, you can:
Speak to your Lumia Care team – talk to the Lumia Care staff member supporting you at home.
Contact your care contact – speak to your clinical care partner or case manager, if you have one.
Call Lumia Care – phone us on 1300 796 876 for support.
Need health advice after hours?
If you are not currently receiving 24/7 care from your Lumia Care team and need health advice or care that cannot wait until your usual care team is available, the services below may be able to help.
If it is an emergency or you need immediate medical help, call Triple Zero (000).
Healthdirect Australia
If you are unsure what to do about a health concern, you can call healthdirect on 1800 022 222.
Healthdirect is available 24 hours a day, 7 days a week. You can speak with a registered nurse who can help you understand what type of care you may need and what to do next.
Find medical care after hours
If you need to see a healthcare professional when your usual doctor is unavailable, Healthdirect can help you find services in your area.
Access your healthcare records
You have the right to ask for access to your healthcare records.
To request access, you can:
Speak to your care team – let a member of your Lumia Care team know you would like to access your records.
Call us – contact Lumia Care on 1300 796 876.
Email us – contact welcome@lumiacare.com.au.
We will explain what happens next, including any forms you need to complete or identity checks we need to carry out.
Your privacy and our responsibilities
Your privacy
We respect your privacy and keep your personal information secure. We only collect, use and share your information as needed to provide your care and support, meet our legal obligations and improve our services.
Our responsibilities
Our team is expected to provide care and support that is safe, respectful and professional. Depending on the services you receive, our team must also follow relevant requirements and codes of conduct, including those that apply to aged care and NDIS services.