Frequently Asked Questions

Deciding on a care facility can be a big step, we are here to help. Click below to access helpful resources that can make this transition smoother.

  1. Assess your eligibility, and level of care

  2. Choosing a care facility

  3. Costs and how to pay

  4. Living at Promisia

Care

  • To determine the appropriate level of care, you’ll need a Needs Assessment. Start by talking to your doctor, who can guide you to the right care services.

    In New Zealand, Needs Assessment and Service Coordination (NASC) agencies help identify your care needs and available support services. An assessor will visit you to evaluate your health and support requirements, then discuss a tailored care plan with you and your family/whānau.

    For more information click here.

  • Once NASC confirms your eligibility for a rest home, the next step is choosing the right facility for you.

    You have the right to select any residential care provider in New Zealand with a Te Whata Ora contract that matches your assessed care needs. Promisia offers a variety of facilities providing rest home, hospital, respite, dementia, and palliative care. For more details, please visit our Care Services page.

    Alternatively, you can find resthomes through Eldernet or by visiting your local Age Concern office.

Financial

  • You are responsible for paying for, or contributing to, your care.

    If you need a subsidy or loan, contact your assessment team for the application forms.

    If you're considering a Care Suite (a Retirement Village offering care), legal advice is required.

    When comparing higher-cost accommodation options and Care Suites, it's helpful to calculate different scenarios and price comparisons.

  • Residential care in New Zealand may be subsidised by the government or paid privately. The government sets limits on the maximum charges for essential residential care.

    Residential Care Subsidy

    Depending on your income and assets, you may be eligible for a subsidy to cover most of your care costs. If you qualify, your income will cover the remaining amount. If you don't meet the eligibility criteria, you'll be responsible for the full cost. You can request a review of your means test if your circumstances change. For more information on the asset and income thresholds, visit Work and Income.

    Residential Care Loan

    If you exceed the threshold for the Residential Care Subsidy, you may be eligible for the Residential Care Loan. This interest-free loan is designed for people who own the home they lived in before entering residential care. The loan must be used to pay for your care and is repaid to the government when you pass away or sell your home. Click here for more information.

    Maximum contribution

    If you are assessed as needing residential care through NASC, the residential care provider is limited to a maximum weekly sum that they can charge you for services. This limit, called maximum contribution, varies based on region. You can find the maximum contribution for residential care in your area here. This may be covered by the Residential Care Subsidy if you are eligible, or you may need to pay for it privately.

Living at Promisia

    • Independent Villas

    • Care Suites

    • Serviced Apartments

    • Resthome

    • Hospital

    • Dementia

    • Young people with lifelong disabilities (YPD)

    • Palliative

    • Respite

  • Moving into residential care involves signing an admission agreement, creating a care plan, and possibly assigning an Enduring Power of Attorney (EPA/EPOA).

    Your admission agreement outlines the services provided and your responsibilities. It also details any additional services you’ve agreed to receive, which you can refuse if you don't want to pay for them.

  • Maximum contribution covers the basic needs of residential care, regardless of the level of care received. Services and care that must be covered by the maximum contribution include:

    • Accommodation, including amenities such as bathrooms

    • Food services

    • Laundry

    • General equipment for mobility and personal care

    • Nursing care

    • GP visits

    • Prescribed medications and all healthcare* that is prescribed by a GP

    • Continence products

    • Diversional activity

    • Healthcare may include Allied Health providers for example physiotherapists, dietitian

  • Beyond the services mentioned under the previous question, you may also be offered extra services that are privately paid for on top of the maximum contribution. These services are not compulsory and must be itemised in your admission agreement. Extra services may include:
    Specialist visits that are not publicly funded

    • Transport to services that are not health related

    • Private toll calls

    • Personal phones and internet access

    • Newspapers, books, and magazines

    • Insurance for personal belongings

    • Personal clothing, footwear, and toiletries

    • Recreational activities that are not part of the normal programme

    • Hairdressers

    • Dieticians, podiatrists, and other services that are not prescribed by a doctor or DHB funded

    • Glasses, hearing aids, and dental care

  • To help you feel comfortable we encourage you to bring your own belongings such as personal possessions, familiar pictures, photographs and memorabilia. Ask staff for suggestions, they are happy to help, any furniture will need to be approved by the Facility Manager.

    For safety reasons, we do not allow items such as candles, incense or aromatic oil burners into the home as they can create a fire risk.

  • At Promisia we are committed to getting things right. 
    If you have any issues, please reach out to your Facility Manager and we’ll work with you to resolve them.  You may have a support person or advocate with you, such as a friend, family member, or advocate from an agency.
    If the issue remains unresolved, you can reach out to your local Health and Disability Advocate on 0800 555 050.

Glossary

  • This rule deals with the situation where a prospective resident’s first choice of care home only has a room available that attracts extra fees and the person doesn’t want to, or cannot afford to, pay those fees.

  • Accident Compensation Corporation.

  • Plans for your future care needs.

  • (As relating to residential care)
    These are services that are over and above the services required under the ARRC agreement, if you want them, you must pay for them.

  • Term often used in relation to Te Whatu Ora/public health system agreement with care home providers.


  • This is the dollar value of assets you can keep, and still qualify for a Residential Care subsidy.

  • A room in a care home or village that is purchased under an ORA, that meets the requirements for care to be delivered to resident’s who have been assessed as needing it.

  • A general name for aged residential care facilities.

  • Someone who cares for you in an informal sense, usually an unpaid family/whānau member.

  • A formal often paid role that provides personal care.

  • Is the basic daily fee that residents pay to cover the cost of day-to-day services e.g. meals, cleaning, facilities management, and laundry.

  • This is the percentage deducted from your purchase price, received on the sale of your unit or apartment. The figure is defined in your contract.

  • Assistance with household tasks.

  • Rooms in a care home where several levels of care can be provided, for example resthome or hospital level care.


  • An enduring power of attorney is a legal document that allows you to plan for a time where you are not able to manage your affairs.

  • General practitioner or doctor.

  • A community-based facility where different health professionals and other relevant services are located. Will usually include doctors/GPs, nurses, administrators and pharmacy.

  • Provides and coordinates health services in your region, and throughout Aotearoa New Zealand.


  • A computer-based assessment and care planning programme.

  • Is the type of residential care provided, based on your needs assessment.

  • Those in contracted residential care, who have been needs assessed and are eligible for care, are required to pay no more than the MC. The rates are gazetted, and available here.

  • MOH works to promote and improve health outcomes for all New Zealanders. It regulates and monitors our health system and advises the Government on health policy. 

  • MSD provides a range of support, including additional financial assistance to those who meet the criteria for eligibility.

  • The agency in your area that is responsible for needs assessments.

  • An interRAI trained health professional may include clinical needs assessors, community based registered health providers (often based in a home support service), and registered nurses in care homes.

  • A pension for those aged 65 and over. It is a cash payment that is not means-tested and has some residency-based eligibility criteria.

  • An ORA is a contract between a person and a retirement village operator that sets out the terms and conditions of the arrangement. It includes the rights and obligations of both the person and the operator.

  • Assistance with personal hygiene and the care of your body.

  • A resident can be charged a premium room fee on top of the maximum contribution rate for premium accommodation.  These rooms include features that are over and above those found in a standard room and not required under the ARRC Agreement.

  • A person who pays their own fees, which are limited to the maximum contribution for contracted care services. This applies to all levels of care — rest home, hospital and dementia facility care.

  • A subsidy available to assist with payment for residential care for those who meet specific eligibility criteria.

  • This payment option is offered by some residential care homes as an alternative to premium room charges. It is currently one upfront payment that is fully refunded after the room is vacated.

  • A ‘live in’ service for those requiring high levels of care, i.e. a care home. It is currently provided in one of four settings which are related to levels of care: rest home, dementia, hospital (continuing care i.e. age-related, not public hospital) and psychogeriatric (dementia hospital).

  • A short-term care option providing a break for carers, or after time in hospital. Usually provided in a care home or other residential care facility. 

  • Any place that is mainly for retirement and has multiple units e.g. a villa or apartment; provides residential accommodation together with services or shared facilities or both; and a capital sum is paid for the unit.

  • A person who arranges and coordinates services, usually following a needs assessment.

  • These rooms meet all the ARRC agreement requirements. They do not attract premium charges.

  • May provide personal or practical support.

  • An additional fee to cover the full cost of the service.

  • A division of the Ministry of Social Development.

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