About: Nextt VIC Nextt VIC Melbourne 3000
I feel the case manager decisions and choices are revealing that they are following government and company policies that benefit the industry services providers and suppliers, not the frail aged ill pensioners! So disappointed! Spending the funds in the home care package on what I believe are unnecessary, yet very expensive items. Not quoting us on these items and after we find out how much, immediately we request to cancel the order placed by the case manager.
After waiting one week for the case manager to respond, as they only work 3 days per week and in my opinion is slow and doesn't answer their phone!
The same day the case emails us about the mistaken order, the ordered items have arrived by courier. Unbelievable!
Responses to this story
Response from Melissa Quinn, Manager - Care Team, Nextt 3 months ago
Thank you for voicing your concern on the Care Opinion portal regarding the service you have recently received at Nextt. Once again we apologise that you felt the case manager was making purchases from a home care package that were unnecessary and that you were not involved in this decision-making. Nextt’s service delivery model places the consumer at the centre of our service. No one should feel that they have not received appropriate choice in their service delivery and care. I really appreciate we were able to have a conversation yesterday about your concerns and that we have come to a suitable resolution. I was able to investigate further and your valuable feedback allowed us to reflect and initiate discussion with the team about how we better communicate with our clients. It is very important that we receive feedback from our clients when our services do not meet their needs as it enables us to identify what went wrong and put in place strategies to prevent it happening again. If you would like to speak with me further, please feel free to contact me on 03 9829 9150 or by email at: email@example.com.