Different services follow different paths — some start the moment you send a WeChat message, others wait on a quote, a residential home or a government approval. Here is every flow, in full, so nothing surprises you.
Whichever service you use, these three hold.
Nothing goes into your plan unless the senior or the family asked for it. We never let a supplier drive a purchase.
Scope, hours and price are confirmed before any worker knocks on the door. Extras raised on the day need your agreement first.
Every job finishes with the senior signing off, rating the worker and leaving a review — that's what settles it.
The everyday in-home flow: you ask, we confirm, we match a worker, they book you in, and nothing is charged that wasn't agreed first.
Applies to: Domestic Assistance · Meal Preparation
An existing client raises the request through their WeChat concierge or in the CareU app — what's needed, how often, preferred times.
WeChat / AppYour concierge goes through the detail with the senior and the family — rooms, priority areas, dietary restrictions, language and gender preference.
Once confirmed, the job is scheduled and matched to a suitable carer or home helper — right language, right suburb, available at your times.
After the worker accepts the job, they agree the visit date and time window directly with the family.
The worker completes the job as set out in the confirmed order. If something extra is needed on the day, they raise it on the spot — extra hours or extra tasks are only added once the family agrees.
Extra hours need your OKThe senior or family checks the work, gives a rating and a review, and the job closes.
The concierge follows up to confirm the next service time, so a regular roster builds up over the weeks.
Different from the flow above: you pick the meal provider, we vet them, and the split is 70% package / 30% out of pocket.
Applies to: Meal Delivery
Tell your concierge how many meals, what cuisine, any dietary restrictions and the delivery window.
Unlike other services, the senior chooses their own meal provider — Chinese, Western, soft-texture, diabetic-friendly and so on.
Your choiceCareU reviews that provider internally — food-safety registration, insurance and delivery capability. Only a provider that passes can be funded.
Must pass firstOnce approved, CareU pays 70% of the meal cost from the package and the senior pays the remaining 30% themselves.
Package 70% · You 30%Delivery address and time window are confirmed and the weekly delivery run begins.
The senior rates the meals; the menu or the provider can be changed at any point, with the concierge following up.
Trade work is quoted before it is booked. We measure the job first, get the price, and only proceed once you have agreed to it.
Applies to: Home Maintenance · Home Repairs · Gardening
The senior gives us the address and states clearly what needs doing — clear the gutters, fix a tap, change a light, trim the hedge.
We confirm the area involved and the exact list of tasks, by photos or a site visit, so the quote matches reality.
We contact our tradespeople or gardeners and get a written price for that scope.
The quote goes to the senior and family. Nothing is booked and nothing is paid until you agree to it. If you decline, there is no cost.
No approval, no costThe tradesperson works to the quoted scope. Anything beyond it goes back for a new quote rather than being added on the day.
The senior checks the finished work, then payment is released from the package at your means-tested share, and you leave a rating.
Personal care, social support, remedial massage and transport all follow the same path: define the need, confirm the hours, dispatch, then sign off on the day.
Applies to: Personal Care · Social Support · Remedial Massage · Transport
Submit through WeChat or the app — which service, how often, and where.
The concierge pins down the detail — showering and dressing, an appointment escort, the pick-up and drop-off route, which areas to massage, and anything to watch for.
Hours per visit and the task list are confirmed with you and booked against your budget.
The job is dispatched to a matching carer or therapist, who accepts it.
The carer and the senior agree the time, the place and any on-site requirements — parking, building access, pets, keys.
The service is delivered exactly as confirmed.
The senior signs off the hours on the spot and leaves a rating; the job is then settled.
Signature closes the jobRespite depends on a residential home having a bed and agreeing to take the senior — so the home's approval, not ours, is the deciding step.
Applies to: Respite Care
The senior and family tell us the dates they need covered and the level of care required.
We search our partner and local residential homes for one that can take the senior for those dates.
Many are full right nowWe arrange an inspection so the family can see the room, the meals and the care set-up before committing.
The residential home reviews the senior's needs and must agree to admit them. Nothing can be booked before that approval.
Their approval decidesSome homes charge a Daily Care Fee or an extra-service fee on top of the subsidised rate. Any such fee is put in writing before admission.
Daily Care Fee / ExtraWe handle the admission paperwork, your concierge checks in during the stay, and we follow up for feedback afterwards.
Every clinical service runs through the MDT, and every therapist starts with an assessment — never treatment on the first visit.
Applies to: Physiotherapy · Occupational Therapy · Exercise Physiology · Rehabilitation · Podiatry · Speech Pathology · Dietitian · Psychology · Nursing Care
Every project goes to the multidisciplinary team, which decides which disciplines are involved and who leads.
MDTThe therapist's first visit is always an assessment — no treatment is delivered until the picture is clear.
Assessment firstBased on the senior's condition, the therapist judges which stage of treatment they are in and what the plan ahead looks like.
A written plan is produced and agreed with the senior, the family and the MDT.
The plan turns into a fixed weekly schedule — the same therapist, the same time slots.
The therapist records every session; the MDT re-assesses at set intervals and adjusts the plan.
The longest flow, because government approval sits at the end of it. Every AT-HM purchase must start with the senior, pass an OT assessment and a trial, and be approved before a cent is paid.
Applies to: AT-HM equipment & modifications · North Sydney showroom
It must start with the senior (or the family on their behalf) raising the need. A supplier cannot drive an AT-HM purchase.
Senior-initiated onlyWe arrange an occupational therapist to do a full physical assessment, or a home-modification assessment, as appropriate.
OT fee paid from the SAH care budgetAfter the on-site assessment, the OT writes the recommended product list into their report. That report is what everything else is based on.
We go out and get pricing for the items on the OT's list.
Once the price is confirmed, the OT takes the senior to test and trial the equipment in person and completes a Trial Report.
Trial ReportWith the assessment, the quote and the trial report complete, we lodge the application with the government. Payment can only be made after they approve it.
No approval, no paymentAfter approval we purchase, deliver, install and show the senior how to use it. CareU charges 15% of the quoted cost (capped at $500 per item and $1,500 per home-modification job) for sourcing, quotes, the approval process and installation follow-up.
CareU service fee 15%Tell your concierge what you need and we'll tell you exactly which steps come next, and who does what.