Carla and her family switched to The CareSide to receive dependable home care at the same times every week—and they’ve never felt more supported. Here’s their story.
Afternoons are Carla’s time for herself.
She has many commitments and activities with her church later in the day, so it’s important her schedule goes as planned.
That’s why Carla has always opted to receive home care services in the morning.
In 2021, she applied for a Home Care Package, and her son, Sam, helped her find a suitable provider. But as the months passed, Carla and Sam noticed a steady deterioration in the quality of services.
‘Their arrival times were always changing,’ Sam recalls now. ‘Some days, Mum would wait for more than two hours and no one would even show up.’
Sam noticed the toll the inconsistency took on his Mum. She was at a stage in life where she deserved to enjoy her free time, but instead, she was frequently stressing about the disruptions to her daily schedule and routine.
That’s when Sam and Carla decided it was time to make a change.
They came across The CareSide’s website and liked what they saw—especially The CareSide’s commitment to scheduling care precisely when clients want it.
‘Mum wanted her caregivers to arrive at a set time, that was the most important factor,’ Sam says. ‘When we transferred to The Careside, it became much more consistent and everything went along like a well-oiled machine.’
Carla and Sam made the switch in early 2023, and since then, they’ve been reminded time and again just how beneficial that decision was. When Sam talks about Carla’s Care Manager, for instance, he can’t help but praise her performance.
‘Sarah is wonderful, fantastic, and so supportive,’ he shares with a smile. ‘She has made our lives so much better—not just with Mum’s care, but with the support I receive as the primary carer.’
Sam explains how the unreliability of his Mum’s previous provider affected different aspects of care, especially communication. He made phone calls, wrote emails, and sent text messages, but nothing ever seemed to get through.
‘We’d wait and wait and not even receive responses,’ Sam says. ‘That all changed with The CareSide.’
A big part of that change has been thanks to Sarah. According to Sam, she consistently goes above and beyond her core duties as a Care Manager: she provides guidance so Carla can maximise her Home Care Package funds, navigates complex bureaucratic hurdles on Carla’s behalf, and always responds promptly to Sam’s questions and inquiries.
‘It’s just basic, great human service,’ Sam says. ‘Sarah even calls to check on Mum on her off days—that’s the level of care we’re getting.’
In recent months, Carla’s care needs have evolved, so Sam’s communications with Sarah have been more frequent. Sarah helped Carla upgrade her Home Care Package to ensure she continues receiving proper support. This now includes weekly home cleanings, monthly gardening services and companion care to help with trips to the grocery store and bank.
‘Mum has adored virtually everyone who’s come through her door to help her,’ Sam says. ‘But she really gets along with Regina.’
Sam shares stories about his Mum’s relationship with Regina, including one instance when Regina was set to leave her caregiving career to pursue other endeavours. Her departure saddened Carla, but after a few weeks, Sam received a surprise call from Sarah.
‘Have you checked your Mum’s care roster for the week?’ Sarah asked.
‘I did,’ Sam responded, ‘Regina’s back!’
Sam explains how that situation demonstrated The CareSide’s commitment to its clients. Without him even realising, the rostering department had reunited his Mum with her favourite caregiver.
‘The smile my Mum had on her face…it was because somebody [at The CareSide] chose to do the right thing,’ he says.
‘And if you can make someone’s day like that, then you’ve really achieved something.’
