👨‍👩‍👧 For Families

Information for
Families & Carers
of NDIS Participants

If your family member is considering Nurse Aid for SIL or in-home support — or if they are already with us — this page tells you what we do, what you can expect, and how to reach us with any question or concern.

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Family visits are welcome
Your family member's SIL home is their home. Visits are encouraged — not restricted without a documented reason.
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We contact you — not the other way
If something significant happens, we call. Families should not have to chase us for updates.
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A registered nurse oversees all care
Clinical governance is led by Usha Gurung RN. There is always a clinical lead responsible for your family member's care.
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NDIS registered — audited and compliant
Nurse Aid is a registered NDIS provider subject to third-party audits and NDIS Commission oversight.
24/7
On-Call Support
RN
Clinical Oversight
NDIS
Registered Provider
4
Specialist Services
SA
Greater Adelaide
Due Diligence

Questions to Ask Any SIL Provider

These are the questions that matter. We have answered them for Nurse Aid — and we encourage you to ask them of any provider you are considering.

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Who is clinically responsible for my family member's care?
At Nurse Aid: Usha Gurung RN is the clinical lead across all service lines. Every participant has a named clinical contact. You can ask for that person's name and role on day one.
Nurse Aid: Usha Gurung RN
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What happens if there is a medical emergency?
At Nurse Aid: every participant has a documented emergency protocol. Our registered nurse is on call 24/7. In a medical emergency, 000 is called first — then our clinical lead and the family or guardian, as specified in the participant's care plan.
Documented protocol — not informal
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Who manages my family member's medication?
At Nurse Aid: medication management is overseen by our registered nurse. Medication regimens are documented, administered as prescribed, and any changes are coordinated with the treating doctor. Medication incidents are reported through our Quality Lead.
RN-supervised medication management
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How will I be kept informed about my family member's progress?
At Nurse Aid: with your family member's consent, we proactively contact families when something significant happens. We do not wait to be asked. If there is a concern or an incident, we make contact — we do not wait for a formal review.
Proactive — not reactive
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Can I visit my family member at any time?
At Nurse Aid: family visits are welcomed. The SIL home is your family member's home. We only restrict contact if there is a documented legal reason — and we will always tell you what that reason is.
Open door — not restricted
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What if I have a concern about the care?
At Nurse Aid: call us directly on 1300 413 663. All concerns are taken seriously and reviewed by our clinical lead within 24 hours. If you are not satisfied, you can raise a complaint with the NDIS Quality and Safeguards Commission — and we will not make that difficult for you.
Direct escalation — always available
What to Expect

If Your Family Member Moves In With Us

Four stages — from referral through to ongoing support. Here is what happens at each one.

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Referral & Assessment
A referral is submitted by the support coordinator or hospital team. Our clinical lead reviews the support needs and confirms whether we can meet them safely.
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Pre-Admission Planning
We develop the care plan, train the support team, and prepare the home — before move-in. Families are invited to be part of this process.
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Transition & First 72 Hours
Our clinical lead is on call — not on a standard roster — during the first 72 hours. This is the highest-risk window and we treat it that way.
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Ongoing Support & Reviews
Monthly clinical reviews. Families kept informed with consent. 30-day reports go to the support coordinator and treating team as standard.
Our Commitments

What We Commit to Every Family

These are not aspirational statements — they are operational commitments we are held to on every placement.

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Safety is non-negotiable
Every participant has a documented emergency protocol, a 24/7 clinical on-call line, and staff trained specifically for their needs before their first shift. We do not accept referrals we cannot safely support.
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Dignity and respect — always
We treat every participant like a family member — with language that is kind, never clinical for its own sake. Your family member's preferences, cultural background, and identity are respected in every interaction.
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We do not go quiet
If something significant happens — a clinical incident, a hospital presentation, a significant change — we contact the family (with participant consent) and the support coordinator. We do not wait for a review meeting.
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Medication managed clinically
All medication is managed under registered nurse oversight. Regimens are documented, administered as prescribed, and changes are coordinated with the treating doctor — not made informally.
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It is their home
The SIL home is your family member's home — not a facility. Family visits are welcomed. Your family member has a say in their routines, their environment, and who supports them.
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Concerns heard — not dismissed
Any family concern is reviewed by our clinical lead within 24 hours of being raised. If you are not satisfied, we actively support your right to escalate to the NDIS Commission.
Common Questions

Family FAQ

Yes. Family visits are encouraged. The participant's home is their home — family are welcome visitors. We only restrict contact where there is a documented legal reason, and we will always explain what that reason is. Any preferences the participant has expressed about visits are respected.
With the participant's consent, we proactively contact families when something significant happens. We do not make families chase us for updates. For participants with a legal guardian or administrator, we communicate directly with that person as required by their orders.
Contact us directly — call 1300 413 663 or email [email protected]. All concerns are reviewed by our clinical lead. If you are not satisfied with the response, you have the right to raise a complaint with the NDIS Quality and Safeguards Commission, and we will not make that process difficult for you.
Call us on 1300 413 663 or submit an enquiry below. Tell us about your family member's support needs and current situation. We will give you an honest answer — including if we cannot help, in which case we will try to point you in the right direction.
Speak to Our Team
Our intake coordinator and clinical lead are available to answer family questions directly — no automated systems, no runaround.
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Call us directly
1300 413 663
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General enquiries
[email protected]
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Available
Mon–Sun · 8am–8pm ACST
Our address
Unit 4/3 Park Way
Mawson Lakes SA 5095

Ready to find out if we can help?

Call us, send an enquiry, or ask your support coordinator to submit a referral. We will give you an honest answer about whether we are the right fit.

📞 1300 413 663 Send an Enquiry