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Home care via Indigo at home

Posted By inspirest68

"Home care via Indigo at home"

About: Indigo@Home

(as a service user),

I have been with Alpine home care for many years and started when it was run by Indigoshire Council, which then arranged for Alpine Health to run it. For years it was a reliable service...the same support worker every Monday morning.

Then 6 months to a year ago I found the continuity of care disappeared. I rarely get that person and the actual service has become erratic. This is my 5th week without service, including the 2 Christmas weeks.

I have just been granted a new CHSP package and need to find a provider. There is not much incentive to remain with Alpine.

What I would like to see is a return to the same support worker I had for years (Andrea). I realise there are time when there are problems with sickness, holidays etc. But I feel that the basic service just is not acceptable.

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Responses

Response from Peter Burgess, Healthy Ageing Manager, Community Home Support Program, Alpine Health 2 weeks ago
Peter Burgess
Healthy Ageing Manager, Community Home Support Program,
Alpine Health

Submitted on 21/01/2026 at 9:54 AM
Published on Care Opinion Australia at 10:38 AM

Dear inspirest68,

Thank you for taking the time to share your experience and for your many years with Alpine Home Care. We sincerely apologise for the disruption and inconsistency you have experienced over the past six months, particularly the recent missed services, which we acknowledge is not acceptable.

We understand how important continuity of care is and recognise the value of long-standing relationships with familiar support workers. Where possible, we aim to provide consistent staff; however, we also rotate staff at times as part of our quality and safety approach. This allows different staff to identify any changes, risks, or irregularities. That said, this should not result in missed services or ongoing inconsistency, and we regret that this has been your experience.

While there have been significant workforce and service pressures across the aged care sector, we acknowledge the impact this has had on you and that we have not met your expectations during this period.

Your feedback, including your preference to have Andrea where possible, is noted and appreciated. We are actively working to strengthen our rostering practices and stabilise our workforce to improve both continuity and reliability of service.

In relation to your Support at Home eligibility, we would be very happy to arrange for one of our Care Partners to contact you to discuss the program and the benefits available, and to answer any questions you may have about your options moving forward.

We would welcome the opportunity to speak with you directly to discuss your concerns and your CHSP arrangements in more detail. If you would like to you can contact Amanada Bevilacqua Manager Service Delivery on 0448 476 692.

Thank you again for your feedback.

Kind regards,

Peter Burgess

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