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My care plan

Posted By romeoph75

"My care plan"

About: Colbrow Care

(as a service user),

For the last several years, my care plan got me the Internet. My provider was paying me monthly for my phone and the Internet. 

I have now changed to Colbrow Homecare. When my previous provider phoned them and advised what I had been receiving, I believe Colbrow said that they can’t see why I can’t continue to get what I've been getting.

But when I changed to Colbrow, they said I'm not entitled to that. I've been speaking with someone in their office who said that what I've been receiving in my package for the last several years is illegal. In my opinion, that's hogwash. There's no way I would have been getting it for so many years if it was illegal. 

They said no to me getting a laptop as well even though I needed it at home.  I'm only getting assistance to go to the doctors. Everything I’ve had before I can’t get.

Having a phone and Internet and a laptop was a big help for me staying at home and now they've taken it off me. This is the only way I can keep in touch with my family. 

I'm staying with a friend at the moment and because of COVID, I can't go out and I am staying in my room all the time. It’s driving me crazy. I can’t even watch a movie in my room

I have asked for someone to call me about this and they said they would call but that didn't happen. 

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Responses

Response from Liani Liebenberg, General Manager, Colbrow Care 3 years ago
Liani Liebenberg
General Manager,
Colbrow Care

Submitted on 12/05/2020 at 3:28 PM
Published on Care Opinion at 3:54 PM

picture of Liani Liebenberg

Dear romeoph75,

We are truly sorry for not meeting your expectations. We do not make decisions about whether to use package funds for particular things lightly.

Approved Home Care package service providers are required to apply Schedule 3 of the Quality of Care Principles when determining whether goods or services can be funded using Home Care Package funds. Unfortunately, paying for phone bills and other general household expenses are excluded as they are classified as using package funds as a source of general income. Other home care providers may choose to fund excluded goods and services but we cannot do that. The legislative guidelines are provided in the Schedule and it is the responsibility of individual service providers to decide whether they will pay for goods and services with package funds. Your previous service provider made the decision to pay for your phone bill and internet but unfortunately, it is not something we can do.

It was difficult for us to obtain information around exactly what services you were receiving from your previous provider; had we have known that they were funding these items, we would have told you that we could not continue to fund them.

In relation to the laptop, we are happy to look at options to see if obtaining a laptop or tablet with package funds would meet your on-going and assessed care needs.

I understand that our Care Coordinators have been in constant contact with you about these issues and we will work with you to resolve them as quickly as we can.

Kind regards,

Maryanne Zarth

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