Frequently Asked Questions

No. Healthcare professionals are required to create the patient registration and regimen in the Flavour Creations At Home portal. By using the portal, the patient will receive tailored pricing and email notifications about the progress of their regimen. It also enables use to process regimen quickly and easily with the assigned distribution.

No! A patient or their carer/guardian, if applicable, must provide consent to participate in Flavour Creations At Home, and confirm the nutrition regimen.

Once the regimen has been created, the Regimen Status with state 'Active' and will appear in green. If a regimen expires, or a new regimen is created for a patient, the preceding regimen will become ‘Inactive’, and the old regimen will have a Regimen Status of ‘Inactive’ and will appear in red.

No, if a regimen is inactive, a new regimen will need to be created.

The courier will leave your nutrition products at the door or in a safe place, if instructed to do so. Otherwise the courier will try and deliver on another day.

Yes, an active regimen can be changed, prior to payment and products being dispatched for delivery. Select 'Update Regimen' on the patient's regimen. This will create a new regimen for the patient, and the preceding regimen will become ‘Inactive’.

Flavour Creations At Home is accessible using any major internet browser. For the best experience, we recommend using Google Chrome.

Please contact our Customer Experience team to substitute flavours, change pack size or to add additional products. If you want to change products, then please contact your healthcare professional to discuss this request.

Payment can be made by card (Visa or Mastercard), direct deposit or by mail (cheque or money order) only. Payment option may vary between distributors.

Yes. Once the regimen has been created, please contact our Customer Experience team.

For assistance, please contact the distributor for your order, whose contact details are on your order confirmation email.

Please contact our Customer Experience team.

Flavour Creations takes it obligation to safeguard your personnel information very seriously. We follow industry standards to prevent unauthorised access to healthcare professional or patient details we collect. All personnel information collected on Flavour Creations At Home is hosted in a private Flavour Creations secure server environement in Australia and is password protected. To assist in protecting personnel date, please use our password generator or a hard to guess password, and never save your Flavour Creations account login and password on a shared computer. Please refer to the Flavour Creations Privacy Policy, Patient Privacy Collection Notice, and Terms of Use on the Flavour Creations At Home website.

Yes, a regimen can be updated in Flavour Creations At Home, prior to payment and products being dispatched for delivery.  

Yes. regimens may expire or become inactive under the following conditions:
  1. Patient Consent Declined - Patient either does not provide consent within 30 days of their first regimen or they opt-out.
  2. Regimen Confirmation Declined - Patient does not confirm and pay for their regimen within 30 days of the regimen create date
  3. Change to Regimen - If changes are required to the patient details or their regimen, the regimen will be expired. A new regimen is required to apply the changes.
  4. Death - Customer experience is advised the patient passes away.
  5. Purchase Frequency - The purchase frequency reaches its expiry date. The options are: Once only, Once every four weeks, ongoing and Once every four weeks, for a specific duration. If you select the option with an ongoing duration, the regimen will automatically pre-fill to a 12-month period.
The reason for the expiration of the Regimen is detailed on each regimen.

Please take a photo(s) to show the damage and contact the distributor who dispatched your order. Do not discard the damaged product until your complaint investigation is complete. You can find the distribtor contact details on your order confirmation email.

Please visit the Healthcare Professional Registration page and there you can search for your Institution Name. Alternatively, please contact our Customer Experience team.

All Healthcare Professionals in Australia are eligible to use Flavour Creations At Home to register their patients for home enteral nutrition (HEN), National Disability Scheme (NDIS), and Home Care Packages. To get started, please complete the Healthcare Professional Registration Form. If your Institution (hospital or health service) is not yet registered, please complete the Institution Registration Form.

Yes, patients can contact our Customer Experience team to modify the products prescribed on their regimen. The options are: substitute flavours, change pack size and add additional products.

Yes! Flavour Creations At Home has been designed to allow you to see current and past patients. You can see all the patients you've registered listed in My Patients.

No, there is no cost to register an Institution, healthcare professional or patient in the Flavour Creations At Home program. However, there are costs payable for the purchase and delivery of Flavour Creations products.

For orders delivered by Flavour Creations, you can see the regimen history under the patient's account. For orders delivered by our distributor partners, you will need to contact the assigned distributor and quote the patient's Distributor Account Number.

For patient privacy, you can only see the patients you register (default) or patients within your Institution (Hospital or Health Service), if this permission level is assigned to you by the Institution Admin. If you work across multiple Institutions, please register as a Healthcare Professional for each Institution.

No, there is currently no way to transfer patients between institutions.

Please visit FCAtHome.com.au and complete the Healthcare Professional Registration Form.

If a patient wants to change their regimen then they can make this request via their healthcare professional or our Customer Experience team.

No, we are unable to deliver to a post office box. Orders will be delivered by courier, therefore a residential or other preferred street address for delivery must be provided.

Once the regimen has been created, the patient or carer/guardian (if applicable) will be sent an email with instructions to confirm their details, nutrition regimen and consent to join the program. Once confirmed, the regimen will be sent via email to the assigned Distributor for processing. Once regimen is ready for payment, an email will be sent containing instructions on how to pay. Once paid, products will be delivered by courier.

Once your Healthcare Professional creates your regimen, you will receive an email with instructions on how to confirm your regimen and details of your assigned distributor. If you do not receive this email within 24 hours, please contact our Customer Experience team.