Effective Date
July 2026
1. Introduction
These Care Service Terms explain the general terms that may apply when Apex Nursing Services provides nursing-led home care, private care, aged care support, veteran-focused support, personal care, respite care, post-hospital care, community nursing or related care services.
These terms are designed to help clients, families, authorised representatives and referrers understand how care may be arranged and delivered.
These Care Service Terms should be read together with any written service agreement, care plan, quote, invoice, referral document, consent form or other agreement provided by Apex Nursing Services.
Where there is a difference between these Care Service Terms and a signed written agreement, the signed written agreement will usually apply to the extent of the difference.
2. About Apex Nursing Services
Apex Nursing Services provides nursing-led home care and support services for veterans, older Australians, families and the wider community.
Our services may include:
Private nursing care
Veterans home care support
Community nursing
Personal care
Respite care
Post-hospital care
Aged care support
Private home care
Staffing support for aged care providers
Our goal is to provide safe, respectful and reliable care that supports dignity, comfort, independence and family peace of mind.
3. Care Enquiries
A care enquiry can be made by a client, family member, carer, authorised representative, healthcare professional, referrer or organisation.
When you contact Apex Nursing Services, we may ask questions about the care need, health situation, location, timing, preferred support, safety considerations and any relevant referral or documentation requirements.
Submitting an enquiry does not automatically mean care has been accepted or confirmed.
Care is only confirmed when Apex Nursing Services has reviewed the request, confirmed suitability and availability, agreed the service details, and completed any required documentation or payment arrangements.
4. Care Assessment and Suitability
Before care begins, Apex Nursing Services may need to understand the client’s situation and support needs.
This may include information about:
Health needs
Mobility
Medication routines
Personal care needs
Home environment
Risks or safety concerns
Emergency contacts
Family or representative involvement
Referral requirements
DVA-related care pathway requirements where applicable
Previous or current care arrangements
Apex Nursing Services may decline, delay, pause or modify a care request if the service is not suitable, cannot be safely provided, is outside our scope, or cannot be staffed appropriately.
5. Care Plans
Where appropriate, Apex Nursing Services may prepare or follow a care plan based on the client’s needs, preferences, routines and agreed support.
A care plan may include:
Type of care to be provided
Visit frequency
Visit duration
General duties
Personal care requirements
Nursing support requirements
Medication-related support where appropriate
Mobility support
Risk considerations
Communication preferences
Emergency contact details
Family or representative instructions
Care plans may need to be reviewed or updated if the client’s needs change.
6. Scope of Services
Apex Nursing Services will provide services within the agreed scope of care.
Services may vary depending on the client’s needs, staff availability, referral requirements, care pathway, funding arrangements and agreed care plan.
Our team will only perform tasks that are appropriate, safe, authorised and within the relevant scope of practice.
If a request falls outside the agreed scope, Apex Nursing Services may need to review the care arrangement before providing additional support.
7. Private Care
Private care can be arranged directly by clients, families or authorised representatives, subject to suitability and availability.
Private care may be useful when support is needed quickly, when additional care is required, when a person is recovering after hospital discharge, or while waiting for assessments, referrals, approvals or longer-term care arrangements.
Private care fees, visit lengths, payment terms and cancellation requirements will be discussed before care begins.
8. DVA Clients and Veteran-Focused Support
Apex Nursing Services welcomes members of the veteran community.
Apex Nursing Services uses the following wording in relation to DVA clients:
“We welcome DVA clients, DVA Health Cards (Gold and White) are accepted as payment upon a GP referral”
Service access, referrals, payment arrangements and care pathways may depend on individual circumstances, clinical need, GP referral requirements and relevant DVA guidelines.
Apex Nursing Services does not advertise DVA-related care as free, complimentary, fully funded, without fees, or similar.
Apex Nursing Services does not claim to be endorsed by, preferred by, employed by, acting as an agent of, or representing DVA.
9. Client and Family Responsibilities
Clients, families and authorised representatives are responsible for providing accurate, complete and updated information that may affect safe care delivery.
This may include information about:
Health conditions
Medication routines
Allergies
Mobility risks
Falls history
Behavioural risks
Infection risks
Home access
Pets
Smoking or environmental hazards
Emergency contacts
Authorised decision-makers
Changes in condition
Hospital admissions or discharge instructions
Any information relevant to the safety of the client or care team
Failure to provide accurate information may affect the suitability, safety or continuation of care.
10. Safe Working Environment
Apex Nursing Services is committed to providing care in a safe and respectful environment.
Clients, families and household members must provide a safe working environment for nurses, carers and staff.
This includes:
Safe access to the home
Reasonable lighting
Safe floors and walkways
Information about pets
Disclosure of hazards
Respectful behaviour toward staff
No violence, abuse, threats or harassment
No unsafe or unlawful conditions
Apex Nursing Services may pause, change or end services if the environment is unsafe or if staff are exposed to unacceptable behaviour.
11. Visit Times and Scheduling
Apex Nursing Services will make reasonable efforts to provide care at agreed times.
Visit times may be affected by staff availability, travel, traffic, weather, urgent care needs, safety issues or unforeseen circumstances.
Where possible, Apex Nursing Services will communicate changes or delays as soon as practical.
A requested visit time is not guaranteed unless confirmed by Apex Nursing Services.
12. Changes to Care
Care needs may change over time.
Clients, families or authorised representatives should notify Apex Nursing Services as soon as possible if there are changes to:
Health condition
Mobility
Medication routines
Care needs
Home access
Hospital admission
Discharge plans
Family contact details
Emergency contacts
Funding or referral arrangements
Apex Nursing Services may need to adjust the care plan, visit length, visit frequency, staff allocation or service scope based on changing needs.
13. Cancellations and Missed Visits
Cancellation requirements may depend on the type of service, care arrangement, staffing requirements and any written agreement.
Where possible, clients or authorised representatives should provide reasonable notice if a visit needs to be cancelled or changed.
Cancellation fees may apply where a visit is cancelled late, staff have already been allocated, travel has commenced, or the cancellation causes staffing or operational costs.
Specific cancellation terms will be explained in the relevant quote, service agreement or invoice terms where applicable.
14. Fees, Invoices and Payment
Fees may depend on:
Type of care
Visit length
Visit frequency
Location
Timing of care
After-hours, weekend or public holiday support
Level of nursing or personal care required
Travel or administration requirements
Any additional care coordination needs
Private care fees and payment terms will be discussed before care begins.
Invoices must be paid by the due date stated on the invoice unless otherwise agreed in writing.
Apex Nursing Services may pause or end services if invoices remain unpaid, subject to any applicable legal or care obligations.
15. Public Holidays, Weekends and After-Hours Care
Care provided outside standard business hours, on weekends or on public holidays may attract different rates or additional charges.
Availability for these times may depend on staffing and prior arrangement.
Apex Nursing Services will explain relevant pricing factors where applicable before confirming care.
16. Medication Support
Medication-related support will only be provided where appropriate, safe, authorised and within scope.
Apex Nursing Services may require accurate medication information, instructions, documentation or healthcare provider guidance before providing medication-related support.
Clients and families must notify Apex Nursing Services of any medication changes as soon as possible.
17. Clinical and Emergency Escalation
Apex Nursing Services is not an emergency medical service.
If there is a medical emergency, serious injury, sudden deterioration or immediate safety risk, emergency services should be contacted immediately.
Where staff identify a concern during care, they may take reasonable steps to escalate the concern. This may include contacting an authorised representative, GP, healthcare provider, emergency contact or emergency services depending on the situation.
18. Communication With Families and Representatives
Apex Nursing Services may communicate with family members, carers, representatives or referrers where authorised or appropriate.
Clients and families should clearly identify who is authorised to receive updates, make decisions, approve changes or discuss care matters.
Apex Nursing Services may need written consent or confirmation before sharing certain information.
19. Privacy and Health Information
Apex Nursing Services handles personal information and health information in accordance with our Privacy Policy.
Care delivery may require the collection, use and storage of personal information and health information.
By arranging or receiving care, clients and authorised representatives acknowledge that information may be handled for care delivery, administration, safety, quality, compliance and communication purposes.
20. Complaints and Feedback
Apex Nursing Services welcomes feedback and takes complaints seriously.
Clients, families, representatives and referrers can raise concerns by contacting our team.
We aim to respond respectfully, review the concern, and work toward a practical resolution where possible.
Complaints and feedback help us improve the quality and safety of our services.
21. Behaviour and Respect
Apex Nursing Services expects all interactions to be respectful.
Abuse, threats, harassment, discrimination, unsafe behaviour or unreasonable conduct toward staff, nurses, carers or representatives will not be accepted.
Where behaviour creates risk or prevents safe care delivery, Apex Nursing Services may modify, suspend or end services.
22. Ending Care Services
Care services may end when:
The agreed care period finishes
The client no longer requires care
The client or representative requests cancellation
Apex Nursing Services cannot safely provide the service
Required information, payment, access or approvals are not provided
The care need becomes unsuitable or outside scope
Staff safety is at risk
A written agreement is terminated
Where possible, Apex Nursing Services will communicate clearly about the end of services and any final administrative steps.
23. No Guarantee of Outcomes
Apex Nursing Services aims to provide safe, respectful and reliable care.
However, care services do not guarantee a specific health outcome, recovery outcome, funding outcome, approval outcome, referral outcome or change in condition.
Care depends on the client’s individual circumstances, health needs, environment, support network, clinical situation and agreed scope of service.
24. Changes to These Care Service Terms
Apex Nursing Services may update these Care Service Terms from time to time.
The updated version will be published on our website with a revised effective date.
Continued use of our services after updated terms are published may mean you accept the updated terms, unless a separate written agreement states otherwise.
25. Contact Us
For questions about these Care Service Terms, contact:
Apex Nursing Services
Email: info@apexnursingservices.com.au
Website: https://apexnursingservices.com.au/