Clear communication helps us provide the best support for you. At Five Good Friends, we believe you are the expert on you, and we are the experts in ageing. By combining your knowledge of your life and preferences with our expertise in care and support, we work together to coordinate your package in a way that best meets your needs as you age.
This approach gives you autonomy and ensures you have the oversight and knowledge you need to make informed decisions about your supports, while knowing your Care Navigator and the broader FGF team are always here to help when needed.
1. Five Good Friends app
Send and receive messages with your Helpers.
View visit schedules and request changes.
Make requests to purchase items or services using the Make a Purchase tool.
Find and connect with new Helpers on the FGF platform who are not yet working with you, through the Match Request tool.
See updates about your services in real time.
The app is your primary day-to-day communication tool for anything relating to visits, support, purchases, or Helper connections.
2. Contacting your Helper or associate provider
You can contact your Helper or Third Party Provider directly if:
You need to reschedule an appointment or visit.
You need to cancel an appointment or ongoing visit.
You need clarification or confirmation regarding the tasks or details surrounding a scheduled appointment or visit.
3. Phone call
You can contact Five Good Friends by phone for urgent matters, questions about your Help Plan, or anything that requires immediate discussion.
Your primary point of contact by phone is our Customer Service Team. You can reach them on 1300 787 581 and select Option 1. Our friendly and knowledgeable Customer Service Team can support you with a range of tasks and considerations related to your membership.
If your matter appears to be clinical, critical in nature, or requires review/approval to ensure it aligns with the Home Care Package (HCP) guidelines set out by the government, the Customer Service Team will connect you with your Care Navigator.
4. Email
Email is an effective way to communicate for non-urgent requests or to share important documents. This can include things like medical information, equipment quotes, or detailed questions that might require written explanations.
When you send an email to your Care Navigator, please include all relevant details and any supporting documents to help us assist you efficiently. Your Care Navigator will review your message and respond during business hours, typically within one to two business days.
Using email allows you to keep a written record of your communications, which can be helpful for tracking requests or follow-ups.
5. Consultations
The Self-Managed model offers a range of consultations with experts to assist you with your questions or needs. Some of our consultations include:
Set Up Well Consults – Designed for new members, these provide a holistic introduction to the tools, responsibilities, and how to find important information.
Service Support Consults – For all your day-to-day support needs with the app, budgets, orders, purchases, or managing your roster.
Member Annual Review – A comprehensive meeting with your Care Navigator to review the care currently in place, your Help Plan, and your budget, then create a plan for the next stage of your journey.
6. Forms to request changes to your care circumstances
You can make requests to your Care Navigator by completing the appropriate form below, depending on your need:
Your Care Navigator will review your request and follow up with you as needed.
Why clear communication matters
Keeping open communication ensures:
Everyone supporting you is on the same page.
Your supports continue to align with your goals and preferences.
Changes to your health, routines, or environment are understood quickly.
Issues or concerns can be addressed before they become problems.
Need help?
If you have any questions or would like more information, please call us on 1300 787 581, option 1 or book a consult with a Care Navigator.