Our commitments to every resident at Oxa Care
From personalised care to everyday comfort, our commitments put each resident’s needs and preferences first.
The standards we commit to every day
Aged care isn’t something we believe should come with promises about specific outcomes. Instead, we make clear commitments about how we care for residents, from personalised planning to qualified support and ongoing review.
- Every resident’s care begins with an in-depth assessment of their individual needs and circumstances.
- Care plans are personalised rather than based on a standard or one-size-fits-all approach.
- Families help us understand residents’ preferences, routines, cultural needs, likes and dislikes.
- Residents receive support from care staff with the skills and competence required for their roles.
- Care and support can adapt as a resident’s individual needs, preferences, and circumstances change.
Care backed by recognised standards
Our care and services are delivered within Australia’s aged care regulatory framework and recognised quality standards.
Setting clear expectations about care
We believe trust starts with being clear about what we can commit to, as well as recognising that every resident’s needs and circumstances are different.
What you can expect from us
You can expect a resident-centred approach that considers individual needs, preferences, and circumstances when planning and delivering care and support.
- An in-depth assessment to understand each resident’s individual care needs and circumstances.
- An individualised care plan rather than a standard, one-size-fits-all approach to support.
- Family input to help us understand personal routines, preferences, cultural needs, likes and dislikes.
- Qualified care staff supported by allied health professionals as part of the resident care experience.
- Care that can be reviewed and adapted when a resident’s individual needs or circumstances change.
What is not covered
Every person responds differently to care. While we commit to how care is planned and delivered, we cannot promise a particular clinical, health or well-being outcome.
- A specific health, recovery or well-being outcome cannot be guaranteed for an individual resident.
- Care needs may change over time and can require adjustments to a resident’s individual care plan.
- Not every type or level of care will necessarily be suitable for every prospective resident.
- Admission depends on whether Oxa Care can appropriately meet the individual resident’s assessed care needs.
- Individual preferences are considered alongside clinical needs, safety and appropriate care requirements.
If your care expectations aren’t being met
If your care, or the care of someone you support, is not meeting their needs or agreed plan, we encourage you to tell us. You can raise concerns without fear of negative consequences, and we will handle them confidentially and fairly.
Start with a conversation
Tell us what you expected
Give us helpful details
Give us time to look into it
Discuss the outcome with us
Take it further if needed
What residents and families can expect
We want residents to feel known, comfortable and supported, with the people they choose to involve kept informed. These principles guide our team’s approach to care and daily life at Oxa Care.
- Residents are treated as individuals, with their personal preferences and routines taken into account.
- Families are encouraged to share their knowledge of what matters most to their loved one.
- Care is guided by an individual plan developed from an in-depth assessment of the resident’s needs.
- Residents are supported by care staff with the skills and competence appropriate to their roles.
- Allied health professionals contribute their expertise where appropriate to a resident’s care needs.
- Residents have access to spacious, fully furnished rooms designed for comfort and everyday living.
- Dietary requirements, personal tastes and cultural food preferences can be considered when planning meals.
- Residents can take part in lifestyle activities designed to support connection, enjoyment and community.
Speaking up about your care
If you have concerns about care or services, we want to hear them. You can speak with our team, raise a complaint, and request further review if needed.
Our standards are backed by evidence
We believe trust should be backed by evidence. Our provider status, compliance, quality performance and resident experience can be independently checked through recognised sources.
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A safe place to live and receive care
Feeling safe is fundamental to feeling at home. Our approach considers resident wellbeing, the care environment and practical safety measures that help our team support residents every day.
- Resident rooms include nurse call systems so assistance can be requested when it is needed.
- Sensor mats are available in resident rooms as part of Oxa Care’s safety-focused environment.
- Security and surveillance systems help support resident safety throughout the Oxa Care facility.
- Mobility and care equipment is available on site and can be brought to resident rooms when required.
- Available equipment includes lifting machines, wheelchairs, shower commodes and supportive shower chairs.
Find the right type of care
From permanent residential care to short-term respite and palliative support, our care options are designed around each resident’s assessed needs.
Residential aged care
Long-term residential care with individualised support shaped around each resident’s needs.
Respite care
Flexible short-term care for recovery, carer breaks or when extra support is needed for a period.
Palliative care
Compassionate support focused on comfort, dignity and individual wishes during end-of-life care.
Understanding your terms of care
Before making important decisions about care, you deserve clarity. We provide information about applicable terms, fees and arrangements to help you make an informed choice.
We’re here to listen
If something is on your mind, we encourage you to share it with us. Our team is here to listen, understand your concerns and help you work through the next steps in the complaints process.
