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"RSL Care (HACC program)"

About: RSL Care

(as a service user),

The cleaning service that was provided to us recently was very good. The lady was very nice and did an absolutely wonderful job, however we have not been very pleased with the recent communication we have had with RSL Care regarding rescheduling of a service. I called to notify them that our power was going to be turned off and not to send someone over at that time as we didn't want anyone to waste their time and petrol. I was asked if we would like to schedule another service for the following day, which we did, and then I was told that they would call us back confirming the time the service would be provided. We never received a call. My husband and I waited all day in case someone turned up but no one did. After waiting all day I called RSL Care and asked what had happened. They repeated the message they had taken from my previous phone call and it was totally incorrect.

Also I received a letter in the mail today from RSL Care stating that we had previously been informed that there will be a client contribution commencing in July for these services. However, we have received no such information regarding a client contribution.

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Response from Quality Systems Coordinator, Metro North Brisbane Medicare Local 9 years ago
We are preparing to make a change
Submitted on 2/07/2013 at 9:15 AM
Published on Care Opinion at 9:26 AM

Dear Mac,

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 9 years ago
We have made a change
Submitted on 18/07/2013 at 9:34 AM
Published on Care Opinion at 12:24 PM

Dear Mac,

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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