Complex care support is continuous, high-level assistance for people with significant medical or behavioural needs.

It may involve medical tasks, PEG feeding, catheter care, tracheostomy management, or full assistance with mobility, hygiene, and medication. This type of care goes beyond routine daily help.

It requires experienced staff trained to follow detailed care protocols and respond to health fluctuations safely and calmly.

A complex care service is designed for individuals who require specialised care due to serious physical, cognitive, or behavioural conditions.

You may be eligible for complex care if you:

• Use a ventilator, catheter, or tracheostomy
• Require PEG feeding or high-level medication administration
• Have seizure management needs
• Require turning and repositioning
• Need two-person transfers or hoist assistance
• Are you recovering from a critical injury or hospital stay
• Need 24/7 supervision for safety

Support can be provided in private homes, shared accommodation, or specialist disability housing.

Our team is available 24/7, including overnights, weekends, and public holidays.

You can choose from:

• Full-day, 24-hour active or passive shifts
• Split-shift or rotating care schedules
• Overnight supervision or sleepover support
• Backup staff are available in case of emergencies

Every plan is built to match your clinical needs and daily routines, with updates made as your health or situation evolves.

Help at Hand Support provides 24/7 complex care with a balance of medical precision and genuine emotional support, delivered by staff you can trust.

We don’t just meet your care needs, we adapt to your lifestyle, speak your language, and remain available when others can’t.

Our key USPs are listed below.

• NDIS registered and fully compliant: We are an approved NDIS provider, meeting all national quality and safety standards required for high-intensity care.
• Staff trained in complex care modules: Our team completes specialised training in high-intensity supports, including PEG feeding, catheter care, tracheostomy support, seizure response, and more.
• Strict safety protocols and documentation: We adhere to detailed care plans, ensuring accurate shift reporting, medication logs, and emergency procedures to maintain your safety and continuity of care.
• Respect for your privacy and values: We always deliver care in a way that protects your dignity and honours your personal, cultural, and religious preferences.
• Flexible care plans: We build your support plan in collaboration with your GP, hospital team, or allied health professionals, adapting to changing needs over time.
• Multilingual and culturally aware staff: We recognise that care is a personal experience. Where possible, we match staff based on language, background, and communication style.
• 24/7 on-call management: You are never left unsupported. A care coordinator is available at all times to handle urgent updates, shift changes, or family concerns.

What is complex care support?

Complex care support refers to specialised assistance for individuals with high medical needs, such as PEG tube feeding, catheter care, tracheostomy care, seizure monitoring, or 24-hour home supervision.

Who is eligible for complex care support?

Complex care support service is for people with significant physical disabilities, chronic health conditions, acquired brain injuries, or post-surgical recovery needs that require skilled, continuous care.

Is complex care available 24 hours a day, 7 days a week?

Yes, complex care is available 24 hours a day, 7 days a week, including overnight, weekends, and public holidays.

What tasks are included in complex care support?

Tasks included in complex care support are medication administration, PEG feeding, continence management, mobility transfers with hoists, repositioning to prevent pressure ulcers, seizure observation, and documenting all health-related actions.

Does complex care require a registered nurse?

Some complex care tasks do require a registered nurse, but many tasks can be performed by trained support workers under supervision from your medical team.

Is complex care covered by the NDIS?

Yes, complex care is funded under the NDIS in categories such as Core Supports or Assistance with Daily Life when high-intensity support is required.

Can complex care be provided in my home?

Yes, all complex care services offered by Help at Hand Support are provided in your home, whether you live alone, with family, or in supported accommodation.

Will I have the same support worker for each shift?

We strive to assign the same trained support workers consistently, ensuring they are familiar with your care plan and personal preferences.

If you’re receiving complex support, you may also benefit from Allied Health services to aid your recovery, mobility, or communication.

Our team coordinate your care with physiotherapists, occupational therapists, speech pathologists, and other specialists, so your health and independence improve together.

Check out our Allied Health Services and how they can complement your complex care plan.