Self-managed Members can now conveniently request orders directly through the Five Good Friends app. Whether you need allied health services, aids, meal deliveries, or other support services, the app streamlines the process, giving you greater control over your care.
This guide will walk you through how to:
Submit an order request,
Browse and select from available partners.
Ensure your request aligns with your help plan, assessed care needs and available budget.
How to submit a purchase order request
Log in to the Five Good Friends app
Tap on the actions button or + icon and select Self-managed Order Request
Getting started
The home page to Make a Purchase will open in your native web browser on the home page. This page will outline the steps to making an order request, please have a read before continuing.
If you’re an authorised representative purchasing on behalf of the Member, you can select the Member you’re representing before you proceed.
Tap Get started to continue.
Confirm if the service or product is in your help plan
After selecting the product or service, you will be prompted with a question: Is this already in your help plan?
This question allows you to check that you have already discussed and agreed on this support with your care navigator.
If you’re not sure you can tap on Click here to view your help plan. This will bring up three specific sections of your help plan:
Goals,
How to Support Me, and
Equipment and devices
You can read through these to check on whether you’ve been approved for this specific purchase.
Your help plan will include references to services and products that we have agreed you will purchase to support your needs. To help you review your agreed supports we will surface three help plan sections to you.
Goals
Goals clarify your priorities, establishing a focus for our efforts and the allocation of services and your funding.
How to Support Me
This section outlines the services and supports you do and do not need assistance with, such as cleaning, meals and nutrition and medication support. You should review this section for services you have planned to purchase.
Equipment and devices
This section outlines goods and products you may use to keep you safe at home. This may include consumables, assistive technology and mobility equipment.
Review these sections and check if the product or service has been listed. If it has not been recorded in your help plan this indicates that you have not yet discussed and agreed on the purchase with Five Good Friends. To review this request, simply book a consult for a help plan review.
Projected balance
At this point, you will see your current projected balance, or if you’re an authorised representative, your Members' balance will display at the top.
Projected balance
Based on your current expenses and income, the projected balance predicts your funds' balance at the end of the month. The estimation compares the anticipated available funds to the expected cost of care and services.
How is the projected balance calculated?
Your projected balance is calculated by subtracting your expenses from your income.
Income - Expenses = Projected balance
Income is the Home Care Package entitlements plus any unspent funds.
Expenses are your expected costs of care. This is the total cost of all planned (expected) supports this month. These may include scheduled Helper visits, recurring orders and your Home Care Package fees.
Selecting a provider
In this next step, you may choose to explore a listed partner provider. These providers are approved in the Five Good Friends network and ready to receive orders.
Example: if you're ordering meals, you will see the provider Lite n’ Easy.
To learn more about the provider, the services they offer, and the benefits you may receive, tap on the More information button.
You can select Order from... to proceed, or Go back and make a different choice.
Customise your order request details
Once have selected your provider, you’ll be asked to enter the relevant purchase information for the selected good or service. This may include:
Order duration: How long would you need the service or product
Frequency: One time or recurring order.
Quantity: Number of items or services required.
Some purchases will require you to enter the details of your intended purchase. You may wish to review the provider's website prior to completing the form to review what is available. Other purchases will set you up with an account on their website, and once you are approved, you will be able to directly purchase your items from their website.
Your budget per order will update automatically based on your selection.
Before submitting, you'll need to confirm that the service is included in your help plan and it is within your budget.
Tap Submit order, and Five Good Friends will process your request.
Bring your own provider
If you do not wish to make a purchase from one of our partner providers, that’s ok. You can select Nominate another Provider.
Request to use an alternative provider
If you would like nominate another provider, you'll need to gather some information.
We will need:
A Business Name
Australian Business Number (ABN)
Email
Phone Number
To check if this provider is already part of the Five Good Friends approved providers network, select Check ABN.
If approved (or on the network) we will let you know and forward them your request.
Please note the Home Care Program requires that we meet and adhere to government guidelines, ensuring all of our new providers have met, and provided compliance documentation to Five Good Friends to be approved to provide their services.
For this reason, we need to collect information from all new providers such as:
Details about the business and the entity type
Payment details
Police checks or policies (if they have staff) ensure our Members' safety.
Evidence of Insurance, and other coverage required for the particular services they provide
Additional professional qualifications, depending on the type of services they offer
Other requirements, that vary by service, e.g. food safety certificates for meal providers
Depending on how quickly your preferred provider can share this information with us, this takes a little time.
When a provider you’ve chosen has already onboarded with Five Good Friends, you may be able to receive goods and services from them much sooner.
If you’re happy to wait, we will start processing your request however, if you can’t wait, you’re able to go back and choose from our list of partners.
Reasons why you may not be able to proceed with a purchase
There are cases where you will not be able to make the purchase you want due to whether:
The item is included in your help plan or;
You have insufficient funds in your budget.
Update your help plan
You may be unable make a purchase because the item was not recorded as something you have approval for in your help plan.
Your help plan is our agreed care plan. Any support purchased using your Home Care Package should be agreed in advance and included in your help plan. This helps us ensure that supports will best meet your ageing related needs and the Home Care Program guidelines.
If this support has not yet been included in your help plan, simply book a consult with a care navigator to review.
Booking a consult will take you to a link where you can schedule a time to talk to your care navigator about your help plan.
You don't have sufficient funds
Another reason why you may not be able to continue with this purchase is due to insufficient funds in your projected balance. Your projected balance is an indicator of how much money you have left to spend. You might consider:
Changing your order to fit inside your budget
Saving to make the purchase at a later date
Book a consult with your care navigator to review and adjust your current supports to make funds available
Further support
If you need clarification on how the app works or need to contact Five Good Friends, please do not hesitate to contact us at 1300 787 581.