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Service delivery

Posted By venusjp63

"Service delivery"

About: Indigo@Home

(as a staff member posting for a patient/service user),

Part of the responsibility of my role as a home care support worker is to provide feedback from clients where needed.  I have done this on two occasions recently where each of the clients have had falls and discussed this with me on my visit. 

After submitting a feedback form for each client there was a lengthy wait before they were contacted. I'm not aware of the actual waiting time but it could have been at least several weeks from what I was told.  I was advised from each client that they were told by the assessment staff that their concerns would need to be directed to my aged care. Both clients have felt discouraged to do anything more about the issue and subsequently did nothing more. I feel like the meaning of my role is diminished in this situation and that the clients expectations are not being met.

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Responses

Response from Peter Burgess, Healthy Ageing Manager, Community Home Support Program, Alpine Health 10 hours ago
Peter Burgess
Healthy Ageing Manager, Community Home Support Program,
Alpine Health

Submitted on 8/09/2026 at 1:06 PM
Published on Care Opinion Australia at 1:42 PM

Hi venusjp63,

Thank you for raising this with me.

I appreciate you providing this feedback, particularly as both situations involved clients reporting falls. You did the right thing by submitting the feedback forms. Our support workers are often the people who have the most regular contact with our clients, and the information you provide is very important in helping us identify changes in a client's circumstances, wellbeing or safety.

There may be occasions where My Aged Care needs to be involved, particularly where reassessment or additional services are required. However, that does not mean we should not follow up on concerns raised, particularly where there has been a fall or another change that may impact a client's safety or wellbeing.

Please continue to submit feedback when clients raise concerns or when you notice a change. Your role in identifying and reporting these issues is important, and I don't want staff to feel that providing feedback isn't resulting in appropriate follow-up.

If you feel comfortable, I would also appreciate the opportunity to have a conversation with you about these two situations. It would be helpful for me to better understand what occurred from your perspective and identify where we can improve our processes. Please feel free to contact me on peter.burgess@alpinehealth.org.au or arrange a time that suits you.

Thank you again for bringing this to my attention. I appreciate you speaking up when you have concerns about the care and support our clients are receiving.

Kind regards,

Peter Burgess

Operational Director Community Aged Care

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