About People First Healthcare
A community-focused aged care provider, delivering community care, compassion and love through the people we employ. Support at Home and privately funded care across Melbourne, Sydney and Adelaide since 2017.
Who we are
People First Healthcare is a community-focused aged care provider. We deliver community care, compassion and love through the people we employ — one person, one case at a time.
That last part is the part that matters. Care isn't delivered by an organisation, it's delivered by the person who knocks on your door. So most of the work of running this company is the work of finding those people, training them, paying them properly and keeping them long enough that your mother sees the same face each week.
What we do
At People First Healthcare, we provide personalised aged care that enables people to live safely, independently and confidently at home.
As an approved aged care provider, we deliver Support at Home packages and privately funded care across Melbourne, Sydney and Adelaide, with services tailored to each person's circumstances, goals and changing needs.
Our care spans personal care, nursing and allied health, transport, domestic assistance, companionship, home modifications and more — bringing the right support together around the individual, rather than asking people to navigate care on their own.
Whether support is needed following a change in circumstances, a hospital discharge, a health concern or simply because managing at home has become more difficult, our role is to make accessing quality care straightforward.
We work alongside individuals, families and care professionals to create practical, personalised solutions that support independence, wellbeing and quality of life at home. If you are looking for work rather than care, our careers page sets out what it is like to be part of the team.
Leadership and governance
People First Healthcare was founded in 2017 by Dr Mohammed Al Ebrahimi and is privately owned by the Al Ebrahimi family. Karima Al Ebrahimi has been involved since the beginning, and Ali Al Ebrahimi joined in an operational leadership role in 2023.
We mention the ownership for one reason: it's why you can reach a decision-maker. There's no offshore owner setting margin targets, and no board reviewing a service it has never seen. If something isn't working and the ordinary channels haven't fixed it, the people who own this company are reachable and they're accountable for the answer.
The accessibility is the point, not the ownership structure. As we grow, that's the thing we intend to protect.
Our Journey
From one shopfront and a handful of staff in 2017 to more than 300 carers, nurses and allied health professionals across three cities. Each move came because more families needed us than the last place could hold.
Lalor
The place where it all began. A single shopfront in Melbourne’s northern suburbs, and a team you could count on one hand.
Thomastown
As we continued to grow, so did the team. Thomastown sits next door to Lalor, so the families we already knew stayed with us.
Roxburgh Park
We needed bigger space for our Participants, so Roxburgh Park also took on a dedicated community centre — and became the birthplace of our allied health partner, InOne Healthcare.
Fairfield, NSW
Our New South Wales presence grew quickly enough that it needed a home of its own, so we opened an office and community centre in western Sydney.
Essendon Fields
Our current home and main headquarters, with Roxburgh Park and Fairfield both still open.
Who we support
We provide aged care and Support at Home services to older Australians aged 65 and over, with care tailored to each person's needs, preferences and circumstances.
We are proud to support multicultural and culturally diverse communities, including older Australians who prefer to communicate in a language other than English. Our multilingual team helps make care more comfortable, familiar and accessible.
For us, culturally responsive care means understanding the person, not just the care they require — and ensuring they feel heard, respected and supported at home.
What we value
Five things, in our own words, that decide how care actually gets delivered.
Community care
Care delivered in the community, by people from that community. Not a service dropped into a suburb from somewhere else.
Compassion and love, one person one case at a time
Nobody is a case number and no two people need the same thing. We work through it one person at a time, however large we get.
When things get tough, we get going
The hard calls are the ones that matter: the short-notice cover, the discharge that can't wait, the family nobody else could place. That's when you find out what a provider is.
We always look to improve
Complaints, near misses and the things that quietly didn't work are information. We would rather hear it than not.
We do what we say
If we commit to a time, a carer or a change, it happens. If it can't, you hear it from us first rather than finding out when nobody arrives.
Our formal values
The value set carried in our policies, our service agreements and our quality framework. The five above are how we say it; these six are how it is written down.
- Respect
- Recognising and working with people's differences and preferences rather than around them.
- Commitment
- Health, wellbeing and happiness held together, not traded off against each other.
- Compassion
- Working with families as well as the person, over the long run rather than visit by visit.
- Integrity
- Services you can see the workings of, including what they cost.
- Honesty
- Open and fair with Participants, families, staff and anyone else with a stake in it, including when the answer is no.
- Consumer directed care
- The person receiving the care decides how it runs. We work to their plan, not ours.
Our Consumer Advisory Body
A Consumer Advisory Body is a group of people who receive our care, along with the family members and representatives who speak for them, who meet to tell the organisation how the care is actually landing. It reports to our leadership, and what it says has to be considered rather than noted.
It exists because an organisation cannot audit its own bedside manner. Complaints tell you what went badly wrong. A consumer advisory body tells you the quieter things: that visit times have started slipping, that the language on a form is impenetrable, that nobody explained a fee properly. Those are the things that never get formally reported and that decide whether people stay.
Nisrine, who chairs it
Nisrine advocates for the people we care for. She brings what she hears directly to the people running the organisation, including where that is uncomfortable to hear.
Joining it
We want people on it who use the service, and family members and representatives are just as welcome as the person receiving care. You don't need any experience of committees, you don't need to have a complaint, and you don't need to commit to anything before you've asked what's involved.
To register interest, call 1800 434 002 or email feedback@pfhcare.com.au with “Consumer Advisory Body” in the subject line, and somebody will explain how it runs and what it would ask of you. If you'd rather ask questions before giving your name, say that and we'll keep it that way.
If what you have is a specific problem rather than an interest in the body itself, the feedback and complaints page is the faster route, and it sets out the timeframes we work to.
People First Healthcare: care that starts with your story
At People First Healthcare, we take the time to learn your story first — your needs, your routines, what matters most to you or your loved one. No two care plans are the same, because no two people are the same. We build support around who you are, not a one-size-fits-all approach.
Talk to us
Call 1800 434 002, Monday to Friday, 9:00am to 5:00pm, or send an enquiry through the contact page. If you don't yet know what you need, that's the ordinary starting point rather than a problem. Have a look at what we offer first if you'd like some idea of the vocabulary before you ring.
Common questions
Is People First Healthcare an approved aged care provider?
Yes. We are an approved aged care provider and we deliver the Support at Home program. Our My Aged Care provider ID is 38676. If a package has been assigned to you, you can nominate us using your referral code and we will set up the service agreement from there.
How long has People First Healthcare been operating?
People First Healthcare Pty Ltd was incorporated in September 2017 and has delivered care in people's homes ever since. More than 5,000 families have been supported in that time.
Where does People First Healthcare deliver care?
Across Melbourne, Sydney and Adelaide. We work from three sites, a head office at Essendon Fields in Melbourne, a community centre at Roxburgh Park, and an office and community centre at Fairfield in western Sydney. Care itself is delivered in your own home rather than at any of them.
Do I need a Support at Home package to use People First Healthcare?
No. You can pay privately and start whenever you like, whether you are waiting on an assessment, waiting for a package to be assigned, or you would rather not go through My Aged Care at all. If a package comes through later you keep the same carers.
Who owns People First Healthcare?
People First Healthcare Pty Ltd is privately owned by the Al Ebrahimi family. It was founded in 2017 by Dr Mohammed Al Ebrahimi; Karima Al Ebrahimi has been involved since the beginning, and Ali Al Ebrahimi joined in an operational leadership role in 2023. It matters mainly because it means you can reach a decision-maker when the ordinary channels haven't resolved something.
Enquire now
Tell us where you're up to and we'll be in touch. Prefer to talk? Call 1800 434 002.