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Frequently asked questions

Frequently asked questions

Your questions answered

What qualifications do your staff have?

MACG is dedicated to maintaining excellent standards when it comes to recruiting new employees. All nursing and care team members hold full registrations and qualifications, where applicable. Care team members and housekeeping staff are qualified with relevant industry certificates.

What are your staffing ratios?

Staff ratios are set according to resident acuity. Staff ratios vary within each home and required changes are monitored and adjusted on a regular basis.

How will you make sure my parent will be safe?

As a provider, we have an obligation to act reasonably in the provision of a safe and secure environment for our residents. We perform regular environmental audits and risk assessments and CCTV is installed through each home. Entrances and exits are operated by keypads and the call bell system allows residents to contact staff from anywhere within the home. We have installed sensor doors, lights, and mats for extra support when required.

What security measures do you have in place?

All homes have CCTV in all public areas – including the surrounding grounds. These are monitored 24-hours a day. Call bell systems have been installed in every bedroom/bathroom, as well as communal spaces. All entrances and exits are controlled by a keypad. Visitors must sign in upon arrival and departure.

How do you manage feedback or complaints from residents and families?

We acknowledge receipt of concerns within 24 business hours. We'll investigate the matter, contact the manager of the home and organise a meeting to discuss or resolve if required. A detailed action plan for resolution (if appropriate) will be put in place, and we'll schedule a follow up meeting to make sure the matter has been resolved satisfactorily.

The managing director, or Director of Care, may involve an independent facilitator to mediate or conciliate. If a concern is unable to be resolved, external agencies may be accessed to assist with resolution.

What lifestyle and wellbeing activities do you offer?

Our lifestyle programs promote physical and emotional wellbeing, social engagement, and cultural and spiritual support and recognition.

Activities include: mobility and wellness programs, Tai Chi, meditation, sensory programs, pastoral or spiritual support, social and cultural experiences, celebrations and commemorations.

We also focus on supporting individual interests and providing opportunities to engage with meaning and purpose within the home, and local communities. We support activities such as:

  • Gardening
  • Cooking
  • Book clubs
  • Computer classes
  • Special interest groups

What aged care services do you offer?

We offer comprehensive palliative care, respite care, and residential care services. We also offer dementia support programs and respite day programs.

What is the difference between respite care and respite day program?

Day respite care is for those wishing to stay at a home for a short amount of time (anywhere from an overnight to a month). The respite day program is for those who want to experience the residential home lifestyle, in a non-committal way. You can attend programs and activities and return home at the end of the day – it's a good way to 'try out' the residential experience.

How much does aged care cost?

The government subsidies aged care in Australia. Residents are asked to pay basic daily fees and Refundable Accommodation Deposit, as assessed by the government. These fees are calculated depending on the person's individual financial circumstances. You can see the base fees for each of our homes when you click on our location pages.

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