When a Brisbane-based Registered Nurse identified a gap in support for patients leaving hospital, it led to the start of a thriving Right at Home franchise. 

Congratulations must go to Right at Home Greater Logan owners and directors Samantha and Sam Dauncey, who are celebrating five years in home care in southeast Queensland.

Greater Logan Beginnings

Registered Nurse, wife, mother, and business owner Samantha Dauncey was working at Brisbane’s PA Hospital on the surgical ward where she regularly saw patients undergoing day procedures. She soon noticed that some of the elderly patients would be discharged home with very little support around them. In many cases, these patients would return to hospital prematurely because they were struggling with their recovery at home – not necessarily because they needed to be back in hospital, but because they simply didn't have the right support available once they had left. 

This got Samantha and Sam thinking about what in-home care services were available to older Australians and which companies were providing them.  

“We began looking into the organisations delivering home care, discovered Right at Home and its franchise opportunities, and decided that this was an industry and a business we could genuinely see ourselves building together,” Sam explains.

Both Samantha and Sam have lived in the Greater Logan area their entire lives, which made the opportunity to establish a business in a locale they knew, understood, and called home compelling. 

“We weren't simply looking for a territory where we could operate a business – we wanted to build something within our own community,” Samantha says.

Choosing to sign with Right at Home over other providers came from the personal approach by Right at Home Australia owners and directors Karen and Daryl Sahli. 

“The time that Karen and Daryl took to speak with us, answer our questions, and make us feel comfortable with both the business and Right at Home network put us at ease from the very beginning,” Sam says.

Navigating The Home Care Industry

The couple consider themselves both fortunate, and, in some respects, unfortunate to have entered the home care industry when they did.

“We are incredibly fortunate to live in a country that provides significant government-funded in-home care and support and that is not something to be taken for granted,” Sam continues.

“At the same time, our first five years in business have coincided with arguably the most significant period of government reform the Australian aged care system has ever experienced. We have seen enormous changes to regulation, funding models, compliance requirements, and the expectations placed on aged care providers, culminating most recently in the new Aged Care Act and introduction of Support at Home.”

While the reforms are well-intentioned, Samantha and Sam agree they bring significant complexity, both for providers and those trying to navigate the aged care system. 

“Ultimately, we believe it is still too early to judge the success of many of these changes,” Samantha says.

“The real measure shouldn't simply be how well the industry complies with a new regulatory framework, but whether it actually makes it easier for older Australians to access quality care and remain safely and independently in their own homes for longer.”

Distinguishing yourself from the competition can by hard won, so creating a culture of going above and beyond for clients and their families is imperative. Unlike a large swarth of home care providers in Australia, Right at Home and the majority of its franchise offices remain family owned and operated. 

“Corporate ownership can sometimes take the care out of home care,” Sam says. 

“We never want to lose the personal connection that should sit at the heart of this industry.”

Treating People Right

One of the biggest lessons the couple have learnt over the past five years has been that if you treat your people right, they will treat your business right.  

“Our staff are ultimately the people who represent our business every day; they are the ones entering clients’ homes, building relationships with families, and delivering the care that our reputation is built on,” Sam explains. 

The couple agree that dealing with people is by far the hardest and most challenging part of running a business, but that it is also what makes the industry so rewarding. At its heart, home care is a people and customer service industry. Providers like Right at Home are dealing with clients, families, and staff, often during stressful, emotional, or difficult periods in their lives. Everyone has different expectations, personalities, and circumstances, and there is rarely a one-size-fits-all approach. 

“One of the biggest lessons we have learnt is that you are often only as good as your last interaction with someone,” Samantha explains. 

“You can build a strong relationship over many years, but one poor experience or communication breakdown can quickly change someone's perception of the business. That means you need to be prepared to listen, communicate, accept when you could have done something better and continually work on relationships. 

“You will never be able to make everyone happy all of the time, but you can make sure that people are treated respectfully, genuinely, and fairly.”

Sam and Samantha aren’t sure you ever completely overcome the challenges that come with dealing with people, they believe you simply become better at navigating them. 

“Over the past five years, we have learnt the importance of listening, communicating openly, and trying not to make decisions based on emotions,” Sam explains.  

“When something goes wrong, our approach is to understand what has happened, acknowledge where we could have done better, and focus on finding a practical solution. We have also learnt not to shy away from difficult conversations. 

“Whether it is with a client, family, or staff member, addressing an issue early, honestly, and respectfully will almost always produce a better outcome than allowing it to grow into something bigger.”

The Daunceys are incredibly proud of the relationships they have built within their local community over the past five years. 

“One of the greatest measures of whether we are doing a good job is where our new clients come from,” Samantha says. 

“When a significant proportion of our referrals come through word of mouth – from existing clients, their families, staff, and other people in the community – it tells us that they have had a positive experience with Right at Home Greater Logan and are comfortable putting our name forward to someone they care about. 

“There is probably no greater compliment in our industry than someone trusting us enough to recommend our services to a family member, friend, or neighbour.”

Is Home Care Right for You?

For prospecting franchisees, Sam says to enter home care with your eyes open. 

“Home care is complex, highly regulated, and constantly changing,” he explains.  

“Running a successful business in this industry requires hard work, resilience, and a degree of personal sacrifice, particularly in the early years. However, if you are prepared to work hard, adapt quickly to change, and keep calm when things inevitably don't go to plan, you can build a successful and incredibly rewarding business.” 

Samantha and Sam’s advice is simple; don't expect it to be easy, but don't be afraid of it being hard either. The challenges are significant, but so is the satisfaction that comes from building something that genuinely makes a difference in people's lives. 

Knowing that Greater Logan is a genuine pillar of their local community and that the work they do has real purpose carries enormous value.
  
“Like any business, there are good days and difficult days, but at the end of it all, we can go to sleep at night knowing that our business is making a difference in people's lives,” Sam explains. 

“We are helping older Australians to remain in their own homes while supporting their families who often have a lot on their shoulders, creating local employment, and providing opportunities for people to build meaningful careers in care.” 

For the Dauncey family, reaching five years has given them the opportunity to stop and reflect on just how far Right at Home Greater Logan has come. 

“What started as an idea between the two of us has grown into something much bigger than we ever could have imagined,” Sam says.  

“Along the way, there have been plenty of long days, late nights, challenges, mistakes, and lessons learnt, but there have also been some incredibly rewarding moments.” 

“We are enormously grateful to the staff who have chosen to be part of our journey,” Samantha continues.  

“A business like ours is only as good as the people representing it every day, and we have been fortunate to have some incredible people working alongside us over the past five years. Some have been with us for a significant part of that journey and have played an important role in helping shape the business into what it is today.” 

Most importantly, Sam and Samantha are grateful to clients and their families.  

“Inviting someone into your home to provide care requires an enormous amount of trust, and we never take that responsibility for granted,” Samantha says.  

“The fact that so many families within our community have placed that trust in us is something we are extremely proud of.” 

In summing up the past five years, the couple say they never could have fully appreciated where the Right at Home journey would take them. Sam and Samantha are incredibly proud of what their team has built and excited to see where the next five years take them.

Right at Home Australia is a leading provider of quality in-home care. Our mission is to improve the quality of life for those we serve ensuring the Right Care, Right at Home™. We support people living with complex and post-operative care needs, dementia and cognitive decline, older adults, and adults living with a disability including NDIS participants. Our tailored services help clients to remain safe and independent in their homes. We have more than 60 territories across Australia and growing. If you are interested in a franchise opportunity with Right at Home, call Home Office on 07 3177 9906 or email This email address is being protected from spambots. You need JavaScript enabled to view it..