Frequently Asked Questions

We value your feedback.

External complaints process

We value your feedback and aim to resolve complaints quickly and fairly.

If you remain dissatisfied with our response, you may contact either of the health complaints services below for advice and support.

Health Complaints Commissioner
Level 26,
570 Bourke Street
Melbourne VIC 3000
Phone 1300 582 113
https://hcc.vic.gov.au/

Aged Care Quality and Safety Commissioner
GPO Box 9819
(in your capital city)
Phone: 1800 951 822
https://www.agedcarequality.gov.au/

NDIS Quality and Safeguards Commission

Phone: 1800 035 544 (free call from landlines) or TTY 133 677

National Relay Service and ask for 1800 035 544
Interpreters can be arranged.
https://www.ndiscommission.gov.au/about/complaints

Do I need a referral?

For General Monitoring, a referral is required to specify the necessary monitoring, provide clinical history and reasoning, and establish clear escalation parameters.

A referral is not required for Stomal Therapy or Wound Care services, but is preferred in providing a clear medical history and collaborative care delivery. However, you must provide your General Practitioner's details to facilitate care collaboration and establish a clear escalation pathway for safe and effective treatment.

Do I get a medicare rebate?

Unfortunately, Wound, Ostomy & Continence Clinical Nurse Consultants are not recognised on the Medicare Benefits Scheme, so no medicare rebates are available for services delivered by Sunflower Nursing - Ostomy & Wound Solutions PTY LTD.

Is there a travel fee for your service in home?

Yes, to ensure the viability of the services provided a travel fee return of $1.5/km traveled is applied.

How do I pay?

Payment is required in full at the time of service. Credit card details are stored on our secure online system.

What information is required before attending the first appointment?

During initial contact, we will take down some useful information before sending an online intake form to your chosen email address.  When completing our online intake form we ask that you provide as much information as possible and attach any relevant previous reports. The information you provide will help us learn more about why you are coming and help in providing a productive and welcoming first session.

Are you registered with NDIS?

No, however we see many self-managed clients. Self-managed NDIS clients are treated as private paying clients, we issue invoices and clients claim privately. In some instances, subcontracting agreements with NDIS Support Coordinators can be arranged in order to fund care delivery.

What is your late notice policy?

We’re proud to run on time so you can plan your day effectively.

  • If you need to reschedule an appointment you must provide us with at least 24 hours’ notice to avoid a fee.

  • If you miss an appointment without notice the full fee will apply.

  • We understand that sometimes life gets in the way of scheduled appointment times, and we do take extenuating circumstances into consideration.

  • Missed appointment: Full Appointment Fee Payable

  • Late notice change of appointment: Full Appointment Fee Payable

We don’t ever want to charge you for missed appointments. All you need to do is give us 24 hours notice. In the case where you may not be able to, the following options are available.

  • Changing your appointment to telehealth

You’ll receive an email reminder prior to your appointment and a courtesy SMS reminder 24 hours before your appointment. Can’t make it? Simply call 0400223736 and let us know. That way we stay on time and you avoid late fees.

Privacy Policy

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Privacy Policy *

Sunflower Nursing - Ostomy & Wound Solutions PTY LTD is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.

A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at https://www.oaic.gov.au/.

What is Personal Information and why do we collect it?

Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect includes names, addresses, email addresses, phone and facsimile numbers.

This Personal Information is obtained in many ways including by telephone and facsimile, by email, via our website, and from third parties. We don’t guarantee website links or policy of authorised third parties.

We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. 

When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it. 

Sensitive Information

Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual's racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.

Sensitive information will be used by us only:

•           For the primary purpose for which it was obtained

•           For a secondary purpose that is directly related to the primary purpose

•           With your consent; or where required or authorised by law.

Third Parties

Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.

Disclosure of Personal Information

Your Personal Information may be disclosed in a number of circumstances including the following:

•           Third parties where you consent to the use or disclosure; and

•           Where required or authorised by law.

Security of Personal Information

Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.

When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.

Access to your Personal Information

You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.

Sunflower Nursing will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.

In order to protect your Personal Information we may require identification from you before releasing the requested information.

Maintaining the Quality of your Personal Information

It is an important to us that your Personal Information is up to date. We  will  take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.