Frequently asked questions.

Frequently Asked Questions (FAQs)

Supporting you with clear answers, every step of the way.

Choosing aged care is a big decision, and it’s natural to have questions. Our FAQ section covers some of the most common things families and future residents ask — from fees and care options to daily life and support services. If you don’t find what you’re looking for, our team is always here to help.

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About Aged Care and Eligibility

  • At KOPWA, we specialise in providing high-quality residential aged care on Sydney’s North Shore. Our services are designed to meet a wide range of needs, from everyday living support to more complex clinical care.

    We offer:

    • Residential Aged Care: Comfortable, secure accommodation with 24/7 nursing support, meals, activities, and personal care.

    • Dedicated Memory Support: Specialised dementia care delivered in a secure, purpose-built memory support unit.

    • Respite Care: Short-term residential care for individuals who need temporary support, or for carers who require a break.

    • End of Life Care: Compassionate, dignified care that supports residents and their families during the final stages of life.

    Our team is committed to providing personalised care that promotes independence, dignity, and a vibrant quality of life for every resident.

    If you’d like to learn more about any of our services, please contact us or book a tour.

  • Eligibility for aged care services in Australia is determined through an Aged Care Assessment, also known as an ACAT assessment (Aged Care Assessment Team).

    An ACAT assessment helps identify the type of support you or your loved one may need and confirms eligibility for government-subsidised residential aged care.

    During the assessment, a qualified team — usually including a nurse, social worker, or healthcare professional — will meet with you to discuss your health, mobility, care needs, and living situation. The assessment is free and can be arranged through the My Aged Care portal or with help from our team.

    If you are considering a move to residential care or would like help organising an assessment, KOPWA is here to guide you every step of the way. Please feel free to contact us for friendly advice and support.

  • Residential care is long-term, ongoing accommodation and support for older Australians who can no longer live safely or independently at home. Residents live permanently in our aged care home and receive 24/7 nursing care, daily living assistance, meals, lifestyle activities, and access to allied health services.

    Respite care is short-term accommodation and support, designed to give carers a break or to assist someone who needs extra help for a short period — for example, after surgery, illness, or during a family holiday. Respite stays can range from a few days to several weeks, depending on individual needs and availability.

    Both residential and respite care at KOPWA provide the same high-quality services, comfort, and compassionate support — with the main difference being the length of stay.

    If you’re unsure which option is right for you or your loved one, our team is happy to help guide you.

  • Starting the journey into aged care can feel overwhelming, but at KOPWA, we’re here to guide you every step of the way.

    The first step is to organise an Aged Care Assessment (ACAT) through My Aged Care, the Australian Government’s aged care portal. This free assessment will determine your eligibility for residential care and help match services to your needs.

    Once you have your ACAT approval, you can:

    1. Book a tour of our facility to experience KOPWA’s community and accommodation options.

    2. Complete our application forms, including financial assessments to understand fees and payment options.

    3. Reserve your suite and plan your move-in, with our team supporting you throughout the process.

    If you need help arranging your assessment or would like us to guide you through the paperwork, simply contact us — we’re here to make the process as smooth and supportive as possible.

Costs and Financial Information

  • The cost of aged care depends on your individual circumstances, the type of accommodation you choose, and the outcome of a government means assessment. The government will now fully fund all clinical care costs in aged care homes.

    In general, aged care fees for residents coming into KOPWA from 1 November 2025 may include:

    Contributions for everyday living costs

    • A basic daily fee (set by the Australian Government)

    • Hotelling Supplement: This helps aged care homes meet the cost of services such as catering, cleaning and gardening. Currently the government pays the Hotelling Supplement for all residents. From 1 November 2025, residents who can afford it will contribute towards some or all of the Hotelling Supplement. The government will continue to pay the rest, including the full Hotelling Supplement for those who are unable to afford to contribute.

    Contributions for non-clinical care

    • A Non-Clinical Care Contribution (NCCC) to cover things such as bathing, mobility assistance and lifestyle activities. Those who can afford it will make a contribution towards their NCCC based on their means assessment.

    • A lifetime cap will mean residents will no longer have to pay the NCCC once they reach $130,000 (indexed) in total contributions, or after 4 years — whichever comes first. Fees paid under the Support at Home Program also count towards the lifetime cap.

    • Additionally, a daily cap of $101.16 (indexed) applies to the NCCC.

    Higher Everyday Living Fees

    • KOPWA also offers higher quality services for an additional fee, called a Higher Everyday Living Fee. KOPWAs program is known as Living Plus.  You cannot be asked to agree to pay a Higher Everyday Living Fee until after you have entered care. However, you may wish to consider whether you would like to pay for these optional extras.

    Accommodation costs

    • An accommodation payment, which can be paid as a lump sum (RAD), a daily payment (DAP), or a combination of both

    At KOPWA, we provide clear information about our accommodation pricing and payment options, and we’re happy to guide you through the general process. However, we are not able to offer individual financial advice. We strongly recommend that you speak with an independent financial adviser who specialises in aged care to fully understand your personal financial situation and options.

    For a confidential discussion about our fees, services, and what’s involved, contact us — our team is here to help make the process as smooth and transparent as possible.

  • Not necessarily.

    Whether or not you need to sell the family home to pay for aged care depends on your individual financial situation, your means assessment outcome, and the payment options you choose.

    In some cases, the value of the family home is considered as part of your means assessment by Services Australia when determining your eligibility for government support and accommodation payments.

    However, there are other options available, such as paying a Daily Accommodation Payment (DAP) instead of a lump sum (Refundable Accommodation Deposit (RAD)), or a combination of both.

    Because everyone’s circumstances are different, we strongly recommend seeking advice from an independent financial adviser who specialises in aged care to explore your best options.

    KOPWA is happy to guide you through the general process, but we cannot provide individual financial advice.

    If you would like to learn more about the accommodation options and payment structures available at KOPWA, contact our team — we’re here to support you.

  • Additional Service Fees are costs for services not otherwise covered by the basic daily care fee and accommodation fees. These include things such as a greater choice of beverages, meals and snacks to suit your individual preferences, enhanced leisure and recreational opportunities and other wellbeing options.

Medical and Personal Care

  • At KOPWA, we provide a comprehensive range of medical and personal care services to support your health, wellbeing, and daily living needs.

    Our services include:

    • 24/7 clinical care provided by experienced registered nurses and qualified care staff

    • Medication management, health monitoring, and chronic disease support

    • Allied health services such as physiotherapy, occupational therapy, and podiatry

    • Personal care assistance with bathing, dressing, grooming, and mobility

    • Dementia-specific support through our dedicated Memory Support Unit

    • Palliative and end-of-life care to ensure comfort, dignity, and compassion

    • Wellbeing and lifestyle programs to promote emotional, social, and cognitive health

    Every resident at KOPWA has an Agreed Care and Services Plan (Care Plan) — a personalised plan developed in partnership with you (and your representative, if you wish), our clinical team, and your family members if you choose.

    Your Care Plan documents your individual care needs and preferences, including food and drink choices, personal hygiene requirements, use of mobility aids, specialised therapies, and any other important considerations.

    You (and your representative) will be asked to review and sign your Care Plan to confirm your agreement, and it will be regularly reviewed and updated throughout the year to ensure your care continues to meet your needs.

    At KOPWA, we are committed to delivering high-quality, person-centred care — always with kindness, dignity, and respect.

    If you would like to learn more about our care services or how we personalise care for each resident, contact us or book a tour.

  • At KOPWA, we provide specialised support for residents living with dementia and those with more complex care needs.

    Our dedicated Memory Support Unit has been purpose-built in partnership with Dementia Australia to create a calm, secure, and homelike environment where residents feel safe, valued, and understood. Every element — from the design of our spaces to the training of our staff — is focused on promoting dignity, independence, and quality of life.

    For residents living with dementia or complex health conditions, we offer:

    • Specialist dementia-trained staff providing compassionate, individualised care

    • Secure, dementia-friendly environments to support familiarity, comfort, and safety

    • Tailored lifestyle and engagement programs to support memory, wellbeing, and emotional connection

    • 24/7 clinical care with regular health monitoring and medication management

    • Collaborative care planning, developed in partnership with residents, families, and allied health professionals

    • Access to allied health services, including physiotherapy, occupational therapy, and speech therapy where needed

    We work closely with families to ensure that each resident’s unique preferences, history, and needs are honoured.

    Our goal is to help every resident live as meaningfully and independently as possible, supported by a team who truly understands and cares.

    If you’d like to learn more about our Memory Support Unit or our approach to specialised care, contact us or book a tour.

  • At KOPWA, we understand that care needs can change — and we are here to support you every step of the way.

    Each resident has an Agreed Care and Services Plan (Care Plan) that is developed with you, your representative (if you wish), and our clinical team. Your Care Plan is regularly reviewed throughout the year, or whenever your health, abilities, or preferences change.

    If your needs increase over time, we will:

    • Review and update your Care Plan in partnership with you and your family

    • Adjust your care and services to ensure you continue to receive the right level of support

    • Engage allied health professionals if required, such as physiotherapists, occupational therapists, or specialist medical services

    • Support transitions to higher levels of care, including dementia-specific care or palliative care, if needed

    Our goal is to ensure that you always feel safe, respected, and supported — no matter how your circumstances evolve.

    At KOPWA, care is personal, flexible, and always centred around you.

    If you have any questions about care planning, changes in health, or future support, our team is always here to help.

  • You may choose to continue to use the services of your own local doctor or specialist if he or she agrees to visit your care home. If your treating doctor is unable to visit the home, please ask the care manager for a list of medical practitioners who do visit so that you can select a doctor, as we cannot make this decision for you. If you wish to continue seeing your own doctor at their clinic, you may need a relative or representative to accompany you to external appointments.

  • We recognise that food is an important part of your experience in care, so we have developed a nutritious, balanced and seasonal menu with a view to accommodating the cultural preferences and dietary needs of our residents. Where possible, we source our ingredients locally to deliver fresh, quality meals which are prepared and cooked in-home by our qualified chefs.

    We also offer texture modified meals for those who may experience difficulties with chewing or swallowing, or who have experienced an episode of choking in the past. We encourage you to join us in the dining room for meals and enjoy the opportunity to socialise. Please let us know if your family and friends wish to join us for a meal!

  • Yes, we support every resident to maintain social continence, where continence may be compromised. Following a comprehensive assessment, our nurses will allocate the appropriate high-quality disposable products as part of our care and services.  If you have a personal preference for a brand or if your doctor prescribes a continence aid that is not provided by us, these must be supplied and paid for by you or your representative.

  • No, you don’t need to have an Enduring Power of Attorney when you move into KOPWA, however, we encourage you to consider appointing a trusted family member or friend to help manage your affairs and/or make health, medical and lifestyle decisions on your behalf if you are no longer capable of doing this for yourself.

Living at KOPWA

  • Yes, absolutely!

    At KOPWA, we encourage residents to bring personal items and furnishings to help create a space that feels familiar, comfortable, and uniquely yours.

    You are welcome to bring cherished belongings such as photos, artwork, keepsakes, favourite bedding, or small pieces of furniture like an armchair, side table, or bookshelf. All furniture must be assessed by our team to ensure it fits safely within your suite and does not pose a hazard to you or others.

    You are also welcome to bring electrical items such as radios, DVD players, electric shavers, mobile phones, tablets and laptops. Under Workplace Health and Safety legislation, all electrical items must be checked and certified safe to use by a qualified electrician. This process is known as ‘testing and tagging,’ and we can assist with coordinating this if needed.

    If you have specific items in mind, please speak with our team before moving in. We’ll work with you to help personalise your new home while ensuring it remains safe and comfortable for everyday living.

  • At KOPWA, we believe that a fulfilling lifestyle is an essential part of wellbeing. Our dedicated Lifestyle Team offers a wide range of activities and programs designed to nurture social connection, creativity, physical health, and emotional wellbeing.

    Our lifestyle activities include:

    • Art and music therapy to inspire creativity and joy

    • Gentle exercise classes and movement programs to support strength and mobility

    • Social gatherings such as morning teas, theme days, and group outings

    • Gardening and outdoor activities in our landscaped courtyards

    • Cultural celebrations recognising diversity and community spirit

    • Board games, brain games, and craft groups for cognitive stimulation

    • Faith-based services and quiet reflection opportunities for those who wish

    All activities are optional and tailored to individual interests and abilities.

    Residents are encouraged to participate as much or as little as they like — ensuring they can enjoy their day in a way that feels right for them.

    Our focus is on creating moments of joy, connection, and purpose every day.

  • Yes, absolutely — at KOPWA, family and friends are always welcome.

    We believe that regular visits and meaningful connections are essential to the wellbeing and happiness of our residents.

    Visitors are encouraged to come at times that suit their loved one’s routine and preferences. While we aim to offer flexible visiting hours, we do recommend contacting us ahead of time for late evening visits or during special circumstances, to ensure we can best support your visit.

    We also provide welcoming spaces such as our lounges, gardens, and Café KOPWA where families and friends can relax, share a meal, or simply spend quality time together.

    If you have specific questions about visiting arrangements, group visits, or special celebrations, our team is always happy to assist.

  • At KOPWA, we understand that staying connected to family, friends, and the wider community is essential for wellbeing, purpose, and happiness.

    We support strong connections in many ways, including:

    • Flexible visiting arrangements to encourage regular family and friend visits

    • Community events such as celebrations, performances, and special gatherings where loved ones are welcome

    • Technology support for video calls, emails, and messages, helping residents stay in touch even from afar

    • Lifestyle programs that involve local community groups, schools, and volunteers

    • Café KOPWA, a relaxed space where residents can catch up with family and friends over coffee and treats

    • Transport arrangements for external outings where appropriate, helping residents stay engaged with the broader community

    We work closely with residents and their families to ensure everyone feels involved, supported, and part of the KOPWA community — because maintaining meaningful connections is at the heart of living well.

  • Moving into aged care is a big step, and bringing familiar personal items can make your new home feel welcoming and comfortable.

    We recommend you bring:

    • Clothing for all seasons, including nightwear, slippers, and a dressing gown

    • Personal toiletries (we also provide basic supplies if needed)

    • Favourite personal items such as photos, artwork, books, or small mementos

    • Mobility aids (such as walkers, if used) and labelled medical equipment

    • Small pieces of furniture if desired, such as a favourite armchair or side table (subject to safety and space considerations)

    You are also welcome to bring electrical items such as radios, mobile phones, tablets, laptops, and electric shavers.

    Please note that for safety, all electrical items must be checked and ‘tested and tagged’ by a qualified electrician before use — we can assist with arranging this process if needed.

    If you have questions about what can be brought into your room or would like advice about personalising your suite, our team is always happy to help guide you.

  • Family pets are welcome to visit, although we ask our families to ensure that pets do not enter the dining room during mealtimes. Pets are not permitted to stay overnight.

  • We offer a complimentary labelling service so that your clothes are clearly labelled and can be returned to you as quickly as possible. Please ask a team member to arrange labelling of any newly acquired items prior to the items being used to ensure they do not go missing. . As we use industrial laundry machines, we recommend that delicate items of clothing be hand-washed by you or a family member or friend.

  • Phones are installed in all resident rooms. Outgoing calls will be charged to the residents account. You are also welcome to bring your own mobile phone and charger if you prefer.

  • Yes KOPWA can provide Wi-Fi access for residents.

  • Yes.  For all enquiries, operating hours, prices and bookings, please speak with a team member at reception. Charges for hairdressing will be added to your monthly fee statement.

  • We encourage you to take as much day leave as you wish, however we ask that you complete the Leave Register on departure and return.

    This is important for our fire evacuation procedure, medication purposes and also so that our care team and kitchen team members are made aware when you won’t be requiring meals and other services.

  • We invite you to enjoy the responsible consumption of alcohol, although this is subject to any particular health needs you may have and should be a decision taken in consultation with your medical practitioner.

Location and Availability

  • KOPWA is located in the beautiful suburb of Roseville, on Sydney’s North Shore.

    Our address is:

    12–16 Trafalgar Avenue, Roseville NSW 2069.

    We offer comfortable, modern accommodation in a peaceful, convenient location, close to local shops, public transport, and the surrounding communities of Chatswood, Ku-ring-gai, and the Lower North Shore.

    Availability can vary depending on the type of accommodation and specific care needs.

    We encourage you to contact us or [book a tour] to discuss current vacancies, waitlist options, and the best way to secure the right suite for you or your loved one.

    Our team is here to support you every step of the way and will work with you to make the transition into aged care as smooth and welcoming as possible.

  • Yes and yes!

    We warmly invite you to book a tour of KOPWA to experience our beautiful aged care community in person.

    A personal tour gives you the opportunity to explore our accommodation, meet our friendly team, see our facilities, and ask any questions you may have — all over a relaxed morning tea if you wish.

    Tours are available by appointment to ensure we can give you the time and attention you deserve.

    To arrange a visit, simply book a tour through our website or contact us directly. We look forward to welcoming you and helping you feel at home at KOPWA