FAQs Archive - Page 3 of 5

Q: How do I access the Family Portal?

To get set up, call us on 0800 284 663 or email family.portal@access.org.nz Once you are set up, you will receive an email from AlayaCare with your username (your email address) and a temporary password. You can access the AlayaCare Family Portal on a computer, tablet, or smartphone using a Chrome or Safari browser. Go to Login | Family Portal Enter the username and temporary password provided, read and agree to the Privacy Agreement and click Log In You will be prompted to change your password and choose your own. It must be at least eight characters long and contain at least one uppercase letter, lowercase letter, number and special character (@, #, $, %, etc.)

Q: What can I see on the Family Portal home page?

Your portal will open on the home page that displays your last visit, your next visit and details of your care team. The sidebar allows you to navigate to your schedule and settings. Desktop and Tablet View: On a desktop and tablet the menu is in the sidebar on the left of the screen. Mobile Phone View: On a mobile device the menu sidebar is at the bottom of the screen.

Q: How do I cancel a scheduled visit from the Family Portal?

You can cancel a scheduled visit from the Family Portal if it is scheduled for more than 12 hours in the future. To cancel a scheduled visit that is less than 12 hours in the future please call us on 0800 284 663. Cancel in Desktop View: From the Schedule select the visit you want to cancel Request Visit Change. Complete the "Request Visit Change" form and Submit request. Once the request is processed, the visit is removed from your Family Portal. Cancel in Mobile View: From the Schedule screen, select the visit you want to cancel. Request Visit Change. Complete the "Request Visit Change" form and Submit request. Once the request is processed, the visit is removed from your Family Portal.

Q: How does the Family Portal work on a smartphone?

The Family Portal on a phone functions the same way as the PC version. The menus are displayed at the bottom of the screen and settings is accessed by pressing the 3-lines on the top left of the screen and is where email alerts can be managed.

Q: How much do home care and support services cost?

Services may be fully funded by the government and be free if your needs are assessed and eligible for funding. You will need to be assessed by a Needs Assessment and Service Co-ordination (NASC) service. All our in-home care services, including elderly care, are also available privately. We offer different packages of care, based on your needs and preferences. Please call us on 0508 123 010 or use the Contact form to get in touch with us. We would be happy to talk you through options.

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