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Communication regarding service delivery

Posted By sagittariustr36

"Communication regarding service delivery"

About: Indigo@Home

(as a carer),

In my opinion, there is no care for plans, appointments and other services we may need to consider.

It took six months for them to deliver on the service they had, I believe, snapped up from a MAC assessment .

Then a phone call the day before before the service to inform what time the service would be delivered! Upon a fair and respectful response about the date and time , we were told we had requested the day (we had not, simply because we had never heard from them before this call??)

We accepted the service and the time of course !

The following fortnight an early morning text (stating the time services were to be delivered that same day) was missed because of a Doctors visit, consequently the service was cancelled. The next scheduled service was cancelled by text by the  provider on the morning of the due service, with no indication of reschedule?!

Upon follow up we were given a day for the following week .. no choice… again a prearranged appointment for the morning.. soooo.. an afternoon “spot” was offered but no specific time stated,  as ..,We would receive a text the evening before stating a specific time”?

Are these people unprofessional?

Do these people care?

Do these people understand basic rostering?

Are these people short staffed… if so please, to mitigate angst for both parties, communicate that. 

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Responses

Update posted by sagittariustr36 (a carer)

Indigo @ Home

Took up a CHSP package consequently locking other providers out. Did not provide service for 5+ months or information (other though my contact of them: response - short staffed).

Eventually I was notified only the day before first service was to be delivered. No apparent regard for clients schedule! When querying the short notice, and despite no contact in the previous 3 months … I recall I was very curtly told I had selected that day day! I did not, as I had had no recent contract.

The positive: The first service was delivered in a timely manner, by a courteous professional.

A following Scheduled service did not happen (I had waited all day for their service ….no courtesy contact from provider….when contacted about whereabouts of staff…there was some, in my opinion, bizarre story about the weirdness of a neighbouring town.. no apparent courtesy or care!)

Reassured that following service would then fall into schedule.

Next service was unscheduled and, in my opinion, shoddy.

Scheduled service did not occur.

It seems to me that clients and staff are neither valued nor respected.

I feel that this is a poor representation of Alpine Health.

Response from Peter Burgess, Healthy Ageing Manager, Community Home Support Program, Alpine Health last month
Peter Burgess
Healthy Ageing Manager, Community Home Support Program,
Alpine Health

Submitted on 6/11/2025 at 9:33 AM
Published on Care Opinion Australia at 9:55 AM

Dear sagittariustr36,

Thank you for taking the time to share your experience. I sincerely apologise for the inconvenience and frustration you have faced regarding your CHSP services. Your feedback is very important to us, and I want to acknowledge that the delays and lack of communication you described fall short of the standards we expect at Alpine Health.

I appreciate your recognition of the staff member who delivered the first service professionally — it’s encouraging to hear that part of the experience was positive. However, I understand that inconsistent scheduling, missed visits, and limited updates have caused understandable concern and disappointment.

We are currently reviewing what occurred to ensure this does not happen again. This will include looking into communication processes, scheduling practices, and staff availability to better support our clients and maintain reliability in service delivery.

Thank you again for bringing this to our attention — your feedback helps us improve and provide a service that reflects the care and respect our clients deserve.

Kind regards,

Peter Burgess

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