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"RSL Care (HACC program)"

About: RSL Care

(as a service user),

I have various health problems and as a result I have to take medication throughout the night. It is for this reason that I have asked RSL Care if they could stop sending a cleaner to my place at 7: 30 am as it is very difficult for me to get up and get ready at that time, especially if I have had to get up during the night to take my medication. The person I spoke to about this assured me that they would not be sending anyone over to my house at that time (7: 30am) but instead would send someone over around lunch time. However, at the next visit the cleaner arrived at 7: 20am and when I was unable to answer the door she called me on the phone (while she was at my door) and seemed very annoyed with me and complained to me. The cleaner didn’t seem to know anything about the new arrangement or that I had spoken to someone about having a cleaner arrive at a later time.

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Response from Quality Systems Coordinator, Metro North Brisbane Medicare Local 10 years ago
We are preparing to make a change
Submitted on 2/07/2013 at 8:53 AM
Published on Care Opinion at 9:27 AM

Dear Czech,

Thank you for your comments, we appreciate the feedback you have provided. We are currently working with RSL Care to resolve this issue. If you need to contact RSL Care directly please contact Ph: 3457 2255. We aim to provide you with a full response to your feedback by the end of this week.

Thank you for taking the time to provide this feedback as this will assist to improve the quality of services provided.

Kind Regards,

Metro North Brisbane Medicare Local

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Response from Metro North Brisbane Medicare Local 10 years ago
We have made a change
Submitted on 18/07/2013 at 9:31 AM
Published on Care Opinion at 12:24 PM

Dear Czech,

Thank you for your comment. We are sorry that you have had problems with the scheduling of your home care services. We have communicated your comments to all staff in the Metro North region. This will help improve the service and make it more responsive to clients’ needs.

Like all new RSL Care Home and Community Care (HACC) clients, you should have received a welcome letter with the:

• Contact Centre designated phone number

• Home Care Managers’ names

• Name and number of the Clinical Contract Advisor

Please call the Contact Centre regarding services, cancellations and rescheduling.

RSL Care has recently sent a letter to all Medicare Local North HACC clients with information and contact details regarding co payments and the fee collection process.

If you feel that you don’t have the capacity to pay the co payment fee you will be able to talk with an RSL Care representative about your circumstances.

Kind Regards,

RSL Care.

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Update posted by Czech (a service user)

I just wanted to say that the service I have received from RSL Care since I first gave feedback has been absolutely wonderful. They changed the time of the service back to what it was in the first place. The lady who came to my house was marvellous. I am very pleased about the new time as it is so much easier for me. However, I have not yet received a welcome letter or information regarding co payments and the fee collection process.

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