Frequently Asked Questions

Our most frequently asked questions

We are closely monitoring Australian Government sources and the World Health Organisation (WHO) for the most up to date information and advice. 

The following list of the Frequently Asked Questions has been complied to help you navigate these uncertain times. We are keeping this page up to date with relevant information and references to government websites.
When should staff not come to work?
All staff, whether or not they are in healthcare with patient contact, should not come to work if they:
  • have a fever
  • have a symptom, even a minor symptom, of respiratory illness, such as a cough, shortness of breath, sore throat, runny nose or nasal congestion

Staff should quarantine after:
  • returning from overseas in the past 14 days
  • being in close contact with someone with confirmed COVID-19

Staff should isolate:
  • while waiting for the result of a COVID-19 test
  • after testing positive for COVID-19
If you feel unwell with COVID-19 symptoms, even mild ones, stay home and get tested for COVID-19.
Healthcare worker
Be familiar with the Heath Solutions Group Australia Mandatory Notification Protocol.
Prevent the Spread
  • Practising good hand and sneeze/cough hygiene is the best defence against most viruses. You should:
  • Wash your hands frequently with soap and water, before and after eating, and after going to the bathroom.
  • Cover your cough and sneeze with your elbow or a tissue. Dispose of tissues and wash your hands with soap and water or use alcohol -based hand sanitiser.
  • If unwell, seek medical advice and avoid contact with others (stay more than 1.5 metres from people).
  • Stay informed – complete your further education and review current resources.
Keep us in the loop
Whilst we are reaching out to our clients and staff more than ever, , so we can work with you to ensure proper precautions for everyone’s safety, we encourage you to let us know in the case of any of the following:
  • If you are unwell in any way
  • If a family member or house guest is unwell or is isolating at home.
  • If you or a house guest has had contact with COVID-19 or suspected COVID, whether they have symptoms or not.
  • If you have travelled or live/have worked in outbreak areas or where lock downs are in place.
  • Concerns about your work
Your Health Solutions Group Australia branch is your first port of call with any feedback or concerns.
Be familiar with the Heath Solutions Group Australia mandatory notification protocol.
If a household member is a suspected case, you may need to be isolated. This will be determined by the Public Health Unit on a case-by case basis. Your public health unit will contact you if you need to isolate.

If you are required to self-isolate you will also need to inform the office on 1300 769 155.

If you are unclear, best to call the National Coronavirus Help Line on 1800 020 080..
Yes, you require a medical clearance to return to work. It gives all parties piece of mind.
The first thing you should do is to have a respectful chat with your work colleague to express your concerns.

If you remain concerned following your conversation, discuss these concerns with the Coordinator or Manager.

The symptoms of COVID-19 are similar to other colds and flus and include:
  • Fever
  • Sore throat
  • Cough
  • Fatigue
  • Difficulty breathing
  • Loss of smell and taste

While COVID-19 is a concern, it is important to remember that most people displaying these symptoms could be suffering with a cold or other respiratory illness – not necessarily COVID-19.

Always maintain good personal and environmental hygiene, hand washing practice and physical distancing.
If the medical officer assesses the person to have symptoms and characteristics that aligned to COVID-19, they will be tested. Without patient consent, a doctor cannot generally perform testing.

However, if a doctor is concerned about a patient who has refused testing, they will contact the public health unit for advice. There are powers under state and territory-based legislation to compel testing in certain circumstances and the Public Health Unit has further powers to compel.
PPE = Personal Protective Equipment
PPE is stands for personal protective equipment. The appropriate personal protective equipment is prescribed based on a risk assessment of your work tasks and the existing client site protocols.

When caring for care recipients with suspected or confirmed COVID-19, health care workers are required to wear appropriate personal protective equipment (PPE) which may include masks, gloves, eye shields and/or gowns, to protect themselves from infectious illnesses and help stop the spread of disease.

The PPE required will depend on the type of interaction and the health status of the care recipient.

Risk assessments are conducted to ensure all PPE, including masks are appropriate to your requirements and as per Government Health Guideline recommendations.

All staff are required to practice social distancing and good hygiene practises.

It is important that our health workforce remains strong and healthy during this time.

Refer to:

Should our support workers be wearing masks at work?
Risk assessments are conducted to ensure PPE protocols are as per Government Health Guidelines.

Under current guidelines, healthcare workers should wear masks if they have close contact with a suspected or confirmed case of COVID-19.

Healthcare workers are not otherwise required to wear a mask unless there is a medical reason for doing so.

Refer to:
Each state Department of Health has dedicated COVID-19 testing resources.

If you are having a medical emergency, please call 000.

GP respiratory clinics around the country to clinically assess people with mild to moderate COVID-19 symptoms (a fever, cough, shortness of breath, a sore throat and/or tiredness).

Find out below if there is a GP respiratory clinic in your state/territory and near your area and how to register for an appointment:  
Fever clinics Fever clinics operated by public hospitals are generally staffed by nurses. They are not the same as a GP respiratory clinic but they also help to reduce pressure on emergency departments and other services.

You can either access these through calling the National Coronavirus Help Line on 1800 020 080 or by their respective state depart of health website.
Health Solutions Group Australia has an obligation to staff, clients, patients & participants to ensure the safety of all concerned and will continue to monitor and update guidelines and processes based on the health departments recommendations.

As your employer, we request that we are kept informed of any change in your status and your progress as per the Health Solutions Group Australia Notification Protocol. If you believe, your circumstances are within the criteria above or if you wish to speak to someone regarding your personal circumstances, please contact your Health Solutions Group Australia Coordinator or Manager IMMEDIATELY.
Whilst we are reaching out to our clients and staff more than ever, we encourage you to let us know directly if you have any concerns. Alternatively these resources are available:
  • Check out our Welling Hub: a range of additional resources to support the health and emotional wellbeing of our employees.
  • Speak to your Coordinator or Manager about our Employee Assistance Program
General advice for looking after your mental health during the coronavirus outbreak:
  • The Federal Government’s Head to Health website can help you find the right digital health resources for your needs. This includes resources on how to support children and others:
Beyond Blue also have a page dedicated to looking after your mental health during this time: