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Melbourne's west & northFor families arranging personal care at home for an adult they love

How to stop the “new carer every week” problem: the Same Faces Promise.

The same 2 support workers every week, and you meet them before the first visit. One coordinator who knows the routine, even when the care is complex. And if a worker isn't the right fit, we change them.

Check if we can help

Registered NDIS provider · Strathtulloh VIC · Phones 9am to 5pm weekdays

A young man smiles down at a young woman in a wheelchair as she looks up and smiles, in a bright room at home.
  • Registered NDIS providerIn force until 12 June 2027
  • Registered for high‑intensity careRegistration group 0104
  • Phones 9am to 5pmMonday to Friday

You asked for help at home. What kept turning up was a different stranger at the door.

You found a provider. You filled in the forms. You walked the first worker through the morning: the shower, getting dressed, breakfast, the way the transfer from bed to chair goes so nobody gets hurt.

Then next week someone else came. And the week after that, someone else again. Each one kind enough. None of them knew the routine, so you explained it all again while the person you care for waited, half dressed, for a stranger to work it out.

And it doesn't stop there. The most private moments of their day keep happening in front of new faces. They go quiet. Then one morning it's “Not another new carer. I'm not doing the shower with a stranger again.” So you do it.

Now you're the roster, the trainer and the backup. You're tired, and you're still the only one who knows how it all works.

The roster families describeA new face, most visits
Example
  1. MonA
  2. TueB
  3. WedC
  4. ThuD
  5. FriE

Someone new, again. The routine starts from scratch.

Here's the part almost nobody tells you:

they may not be “difficult with carers” at all. They may simply never have had the same one long enough. Families describe the same pattern: the roster gets filled shift by shift with whoever is available, so the care gets handed around, and nobody learns the routine. It's not the person. It's the revolving door.

Which of these have you already tried?

Be honest. How many of these has your family already been through?

  • Going with whichever agency had a gap in its roster, and hoping the faces would settle down...

  • Ringing the office every week to ask who's coming tomorrow, and hearing a new name every time...

  • Training each new worker yourself, on the job, at seven in the morning...

  • Finding one great worker on your own, then starting from scratch when they moved on...

  • Doing the complex parts yourself, because nobody who came was trained for them...

  • Or just... cancelling the help and doing it all yourself, because explaining it again felt like too much?

Every one of those has the same flaw: none of them puts the same faces at the door each week. So the know-how stays with you, not with the people paid to help.

Check if we can help

Registered NDIS provider · Strathtulloh VIC · Phones 9am to 5pm weekdays

Same facesevery week, not a roster of strangers

The Same Faces Promise: how the “new carer every week” problem stops.

Here's what changes it: care builds up when the same people do it, and falls apart when it's spread across whoever is available. So we keep it to the same 2 support workers, and you meet them before they start.

  1. 1Step one

    You meet your 2 support workers before the first visit.

    At home or wherever suits, with family there. We go through the routine step by step, the equipment for personal care and safety, and any complex care, and write it into a plan so nobody has to guess.

    Before the first visitWith family there
    Example
    • Meet A and B, your 2 support workers
    • The morning routine, step by step
    • Equipment for personal care and safety
    Written planDone with the family

  2. 2Step two

    The same 2 support workers, every week.

    Not a roster of strangers. The same 2 people come each week, so they learn the routine once and keep it. And if a worker isn't the right fit, tell us and we'll change them. You won't have to explain why.

    Your workers this weekFour visits
    Example
    1. MonA
    2. WedB
    3. FriA
    4. SunB

    The same 2 faces. Already knows the plan.

  3. 3Step three

    One coordinator to call, and the whole routine in one visit.

    One coordinator who knows the routine and picks up when something changes. Showering, dressing, meals and household tasks can happen in the same visit, and the complex parts, like catheter care, PEG feeding or complex bowel care, go to support workers trained in that skill.

    C
    Your coordinatorKnows the routine
    Example

    One number for rosters, changes and questions

    In the same visit

    • Showering and dressing
    • Meals
    • Household tasks

People get sick and take leave, and anyone who promises one worker at every single visit isn't being straight with you. That's why it's 2, not 1: when one is away, the other already knows the routine. Signs you'll notice:

  • Nobody asks where the towels are
  • Mornings run on time
  • They ask for a support worker by name
  • You get a morning off
Check if we can help

Registered NDIS provider · Strathtulloh VIC · Phones 9am to 5pm weekdays

Personal carewhat your 2 workers help with

Everything that keeps a day on track, at the pace they set.

  • A young man brushes an older man's hair by a sunny window.

    Getting ready.

    Showering and bathing, dressing, grooming, shaving and skin care, toileting and continence care, done with dignity.

  • A man in a wheelchair chops vegetables on a board at the stove while a woman stands beside him.

    Meals.

    Help with eating and drinking at mealtimes, if it's needed.

  • A woman sits on the edge of a bed with an older man, holding his hand.

    Moving safely.

    From bed to chair and around the house, with help using equipment for personal care and safety.

High-intensity personal care

When it gets complex.

United is registered with the NDIS Commission for high-intensity daily personal activities. That covers care such as catheter care, PEG feeding, complex bowel care, seizure support and pressure-sore care.

A man kneels beside a woman in a wheelchair at home with his hands on hers.

Alongside personal care

  • Household tasks

    Cleaning, laundry and meal preparation. Many people book them in the same visit as personal care.

  • Outings and transport

    A support worker can come along to appointments, the shops and activities, or drive the person there.

Why Unitedwhat the Same Faces Promise gives you

Why families choose United.

  • We'll tell you if we're not the fit

    If the care needed isn't something we do well, we'll say so on the first call.

  • The same 2 support workers

    Every week, not a roster of strangers.

  • You meet them first

    Before the first visit, so nobody is a stranger.

  • One coordinator to call

    One person who knows the routine, for rosters, changes and questions.

  • Registered for complex care

    Registered for high-intensity personal care, so complex needs aren't a reason to say no.

  • Change a worker, no explaining

    If someone isn't the right fit, tell us and we'll change them.

Check if we can help

Registered NDIS provider · Strathtulloh VIC · Phones 9am to 5pm weekdays

Switchingalready have a provider?

Already with a provider? The start date is planned around your notice.

People can change NDIS providers whenever they choose. Check the notice period in the current service agreement, and we'll plan the start date around it, so the old roster runs until your 2 workers start.

Changing providersPlanned around the notice period
Example
Current provideruntil the notice ends Your 2 workers startthe next day

No gap in care.

On the recordcheck before you call

Don't take our word for it. Check the record.

No star ratings, no made-up numbers. Everything below is on a public register or in writing from United's directors.

  • 12NDIS registration groups, including personal care (0107), high-intensity care (0104) and household tasks (0120).Check the register
  • 12 June 2027United's NDIS registration is in force until this date.
  • 0104Registered for high-intensity daily personal activities.
  • 9am to 5pmPhones, Monday to Friday, on 0416 851 984.
  • I love NDIS: Registered NDIS Provider

Same facesfor them, and for you

Six reasons the same faces change everything, for them and for you.

For them

  1. 01

    Familiar faces at the most private moments

    Showering and toileting with the same 2 people each week, not a new face each visit.

  2. 02

    Their routine, done their way

    Their workers learn how they like it once, and keep doing it that way.

  3. 03

    Complex care, done calmly

    Catheter care, PEG feeding or complex bowel care from a support worker trained in it, as a calm part of the routine.

For you

  1. 04

    You stop being the handover

    No more training a new worker at seven in the morning.

  2. 05

    One number when something changes

    A hospital stay, new equipment, a change of time. One call, to someone who knows the routine.

  3. 06

    A real answer to “who does this if I can't?”

    2 support workers who already know the care, so it doesn't all rest on you.

Check if we can help

Registered NDIS provider · Strathtulloh VIC · Phones 9am to 5pm weekdays

Just three steps to the same faces, every week.

  1. 1

    Check if we can help

    Answer 5 quick questions here, about a minute. Or call 0416 851 984, 9am to 5pm weekdays.

  2. 2

    We call you back the same business day

    With 3 answers: who would come, which days we can do, and whether there's a place in your suburb. If we're not the right fit, we'll say so.

  3. 3

    Meet your 2 workers, then they start

    You meet them before the first visit and go through a service agreement with every support and price in writing. Then they start on a date that suits you.

Check if we can help

Registered NDIS provider · Strathtulloh VIC · Phones 9am to 5pm weekdays

Here's exactly what we'll cover on your call.

  • The person, not a form

    Who they are, what a good day looks like and what matters most to them.

  • Whether United is the right fit

    We'll tell you straight, either way.

  • The routine and any complex care

    From showering and dressing to catheter care or PEG feeding.

  • Who would come

    The 2 support workers we'd match, when you'd meet them, and who the coordinator is.

  • How it's paid

    What's in the plan, how it's managed and what the service agreement covers.

  • Which days, and a start date

    The days we can do, whether there's a place in your suburb, and a start date around any notice, so there's no gap.

NDISself, plan and NDIA‑managed

Support can be paid from NDIS funding if it's included in the plan. The NDIS sets the most a provider can charge, and we charge in line with those price limits.

  • Core supports

    Usually claimed as assistance with daily life, the everyday part of most plans.

  • Any plan type

    Self-managed, plan-managed or NDIA-managed. As a registered provider, United can work with all three.

  • Every price in writing

    A service agreement with every support and price, before anything starts.

But the real cost isn't the hourly rate. It's the mornings you rearrange, the shifts you cover yourself and the worry about the day you can't. The only real question is whether next month looks like last month.

Check if we can help

Registered NDIS provider · Strathtulloh VIC · Phones 9am to 5pm weekdays

A weekwhat the same faces look like

A week with the same 2 workers: the same faces, start to finish.

An example week, not a timetable.

  1. Mon
    7:00am

    A face they know

    Showered and dressed by one of their 2 regular support workers, then breakfast and a load of washing in the same visit.

  2. Wed
    8:15am

    The complex part, done calmly

    Catheter care or PEG feeding from the support worker trained in it.

  3. Thu
    2:00pm

    Something changed? One call

    The coordinator moves Friday's visit to fit an appointment.

  4. Fri
    8:00am

    Out to the appointment

    The same support worker, then a lift there and back.

  5. Sat
    9:00am

    One away? The other comes

    Their other regular support worker comes instead, and already knows the plan.

CoordinatorThursday, 2:04pm
Example

Can Friday be 8am? Dad has an appointment.

Done. Same support worker, 8am.

Meanwhile, a revolving door of carers keeps producing the same week: a new name on Monday, the routine explained again on Wednesday. Nobody is doing anything wrong. The care is just spread too thin to build up.

Check if we can help

Registered NDIS provider · Strathtulloh VIC · Phones 9am to 5pm weekdays

Side by sidewhat changes with the same faces

The same faces, or a new carer every week?

What families tell us they've had beforeThe Same Faces Promise at United
Who comesWhoever is available that dayThe same 2 support workers each week
When you meet themAt the door, on the first morningBefore the first visit
Who knows the routineThe family, every timeYour 2 workers, written into a plan before they start
When care gets complexSometimes handed back to the familySupport workers trained in that skill
Who you callWhoever answers the office lineOne coordinator who knows the routine
If a support worker isn't rightAwkward, or nothing changesTell us and we'll change them, no explaining
The bottom lineYou're the backupThe same faces, every week
Check if we can help

Registered NDIS provider · Strathtulloh VIC · Phones 9am to 5pm weekdays

Fit checkbefore you call

Is United actually the right fit? Check before you call.

We're a small team based in Strathtulloh. We only take on as many people as we can give the same faces to, so places in each suburb are limited. You'll get the most from the Same Faces Promise if the person you care for:

We'd rather tell you now than after the first visit. If it isn't a fit, we'll say so on the call.

  • Is an adult living at home
  • Lives in or near Melton, Caroline Springs, Sunshine, St Albans, Werribee, Craigieburn, Broadmeadows and Epping
  • Needs regular help with showering, dressing, toileting or mealtimes
  • Has an NDIS plan, or has applied for one
  • Wants the same faces, not a different worker every visit
  • Has a family that's tired of being the backup
Check if we can help

Registered NDIS provider · Strathtulloh VIC · Phones 9am to 5pm weekdays

A woman in a wheelchair and a man sit together in a living room playing a video game.

Picture care that runs without you holding it together.

Picture the phone call every family wants: “Don't worry, love. She's already been. Same lovely lady as Tuesday.” People they know, and a morning that isn't spent on the phone sorting out who's coming.

No more training a stranger at seven in the morning. No more being the only one who knows how the transfers go. No more quiet worry about what happens on the day you can't be there.

The Same Faces Promise exists so that last worry has a real answer.

Check if we can help

Registered NDIS provider · Strathtulloh VIC · Phones 9am to 5pm weekdays

The Same Faces Promise.

Bringing new people into the home is the hardest part. So this is what we put our name to.

Check if we can help

Registered NDIS provider · Strathtulloh VIC · Phones 9am to 5pm weekdays

  1. 1
    The same 2 workers, every week

    Not a roster of strangers.

  2. 2
    You meet them before the first visit

    So nobody is a stranger.

  3. 3
    One coordinator to call

    Someone who knows the routine and answers when something changes.

  4. 4
    The whole routine in the same visit

    Showering, dressing, meals and household tasks.

  5. 5
    If a worker isn't the right fit, we change them

    Just tell us. You won't have to explain why.

Who runs Unitednames you can look up

A registered provider you can look up before you call.

United is run by its directors from Strathtulloh, in Melbourne's west.

Directors
Augustine (Gus) Williams and Louise Gweh
Company
United Health Professionals Pty Ltd, ABN 69 649 956 776
NDIS registration
In force until 12 June 2027. Check the register
Address
18 Buckingham Bvd, Strathtulloh VIC 3338
Phone
0416 851 984 or 0458 347 289, 9am to 5pm, Monday to Friday

One call5 quick questions, then we call you back

Check if we can help, and take the first step towards the same faces, every week.

Answer 5 quick questions, and we'll call you back the same business day. Here's what you'll get from that call:

  1. Who would come. The 2 support workers we'd match, and when you'd meet them.
  2. Which days we can do. And what happens at each visit.
  3. Whether there's a place in your suburb right now. We're a small team, so places are limited.
  4. Clear costs. How it's paid, with every price in writing first.
  5. A start date with no gap. Planned around any notice.

Check if we can help: 5 quick questions, about a minute. No obligation, and nothing to sign.

Step 1 of 5
Who is the support for?

What help is needed? Tick any
How old is the person who needs support?

Do they have an NDIS plan? A plan being reviewed counts as yes

We cover Melton, Caroline Springs, Sunshine, St Albans, Werribee, Craigieburn, Broadmeadows and Epping and nearby.

Best time to call

Where should we call you back?

United Health Professionals collects these details, including information about support needs, so we can respond and check whether we can help. If you leave them out, we may not be able to assess your enquiry. Our website and enquiry-delivery providers may store data outside Australia, including in the United States. Our privacy policy explains how to access or correct your information, withdraw consent or make a complaint.

Rather talk? Call 0416 851 984

Questions families ask first.

What does it cost?

It can be paid from NDIS funding if it's included in the plan, in line with the NDIS Pricing Arrangements and Price Limits. Every support and price is in a service agreement before anything starts.

Will it really be the same 2 workers every week?

Yes. That's the Same Faces Promise. People do get sick and take leave, so when one is away, the other already knows the routine.

What if a worker isn't the right fit?

Just tell us and we'll change them. Nobody has to explain why. The person has a say in who comes.

Can you help with complex care?

We're registered for high-intensity daily personal activities, such as catheter care, PEG feeding and complex bowel care. Tell us what's needed and we'll say honestly whether we can help.

Which areas do you cover?

Melton, Caroline Springs, Sunshine, St Albans, Werribee, Craigieburn, Broadmeadows and Epping, and nearby suburbs in Melbourne's west & north. Not sure we reach you? Call 0416 851 984.

How fast will you call back?

The same business day. Phones are 9am to 5pm, Monday to Friday, so an enquiry after 5pm or on a weekend gets a call the next business day.

Is the call a sales pitch?

No. It's a conversation about the person and the care, with no obligation and nothing to sign. If we're not the right fit, we'll say so.

Check if we can help

Registered NDIS provider · Strathtulloh VIC · Phones 9am to 5pm weekdays