“We Can’t Keep Doing This” When It’s Suddenly Urgent: Getting Aged Care Help Fast After a Crisis

How Brightway Helped Sam’s Family Navigate Aged Care in a Crisis

When “Soon” Became “Now”

Sam’s mum, Margaret, had always been determined to live at home alone. The family supported her choice — until things began to shift.

“She wasn’t taking her medication properly. She’d forget meals. We were getting daily phone calls. I started sleeping with my phone on loud, just in case.”

Sam and his sister were juggling their own families and jobs. They’d talked about getting help “soon,” but never quite knew where to start.

Then one day, Margaret had a fall.

She wasn’t badly hurt — but it was enough to shake them all. That was the moment Sam realised: We need help. Now.

The Breaking Point

Over just a few weeks, things had snowballed:

• Margaret was becoming increasingly confused

• She couldn’t reliably take her medications

• One of the kids had to drop by every single day

• No one was sleeping well — or thinking clearly

“We were just reacting. Every day felt like an emergency.”

And the worst part? They didn’t know what they were supposed to do next.

Enter Brightway

When Sam called The Brightway Company, he was exhausted and overwhelmed.

“We need support. Not next month. Now.”

Here’s what we did in the first 48 hours:

Listened — and prioritised fast
We held a same-day phone discussion to understand what was happening, what was urgent, and what decisions were weighing on the family.

Identified short-term solutions
We quickly connected Margaret to emergency support options available through the Commonwealth Home Support Program and local services — to get someone in the home ASAP for safety and care. Direct to service referrals are available in an emergency.

We also encouraged Sam to make an urgent GP for Margaret for her to have a full review to ensure nothing new was being missed and explained some of the new changes. Urine and blood tests were completed and medication lists reviewed.

The local pharmacy assisted with getting Margaret’s medication into a blister pack to help Margaret remember her medications and the family to monitor if she was taking them or not. Introducing a new system like this can take a while for everyone to master. Sam was given information to assist him in helping his Mum ace it in the long run.

Organised an urgent ACAT assessment
We guided Sam through requesting a priority assessment for Margaret. Mentioning that Margaret was at immenient risk of hospital admission and that her carers were now in crisis sped up this process.

Managed the load
We gave the family a clear action plan — so they weren’t left wondering what to do next, who to call, or what forms to fill out.

“They didn’t just give us advice. They gave us a path.”

Supporting Margaret — Not Just Managing Her

Even though Margaret wasn’t fully well enough to lead the process, she was never left out.

• We introduced ourselves gently and explained what was happening

• She was asked what kind of help she felt okay with

• She still had a voice — even in the middle of the chaos

“They didn’t just swoop in and take over. They slowed it down enough to make sure Mum still had a say.” – Sam

What Changed

• Daily visits were arranged within days — to check medication, meals, and personal care

• A short-term care plan was in place so the family could rest, regroup, and think clearly

• A longer-term support plan was created as Margaret’s ACAT assessment progressed

• The family was no longer operating in survival mode

• Residential respite was explained and the approval requested during the ACAS assessment. Sam and Margaret knew they had an additional layer of support in the future if needed.

“We’d been in freefall. Brightway helped us see the way again”

What Sam Would Say to Other Families

“Don’t wait — but if you already have, don’t panic. There’s help.”

“This system is so hard to navigate when you’re emotional and exhausted. Brightway took the weight off our shoulders. I wish we’d called earlier.”

Planning Ahead vs. Responding in Crisis

Every family’s timing is different.

Some, like Jane’s family, reach out early to plan gently and avoid emergency decisions.
Others, like Sam’s, come to us when it’s already urgent.

Both are valid. Both matter. And both deserve support that’s clear, kind, and effective.

Did you miss Janes story? Want to see how a family gently planned support before crisis hit?
Read: “We Just Wanted to Be Ready” – Jane and Carol’s Story