"The new Agreement"

Thank you for your story. I am sorry for any distress this matter has caused you and am thankful for the opportunity to respond. I can understand this concern and want to assure you that there are a couple of measures in place to ensure the safety and wellbeing of clients attending the Social Club.

The Agreement says that a cancellation fee may be charged when less than 24 hours notice is given and can confirm that this charge is at the Manager’s discretion. Should there be a reasonable explanation for a client not attending on a particular day, such as sickness, the Manager has the discretion to waive this cancellation fee. So, should there be a reasonable explanation for a late notice intention of not attending the club on a given day, I encourage you to call the Manager and provide this explanation.

Further, the Manager and staff at the service are very aware of the need to reduce the risk of sickness and disease, particularly as clients may be frail and vulnerable. We work hard to maintain the safety and wellness of those we care for. Should a client attend the service unwell or become unwell during the day, the service will make contact with the carer to ensure that their loved one is picked up from the Social Club. Not only does this prevent the spread of sickness but also ensures that the client receives the appropriate care for efficient recovery.

I hope that this information provides clarity for you and relays your concerns. HammondCare values all feedback as it does provide an opportunity for review and improvement of the care and service we provide, and I encourage you to provide feedback in the future. Should you wish to do so, please do not hesitate to contact the Manager on 1800 826 166.

Kind regards

David Martin