We are committed to ensuring Home Care clients receive a quality service and that they are happy with the services provided to them. We measure our success in achieving this goal - and identify areas that need improvement - in several ways.
Client feedback and complaints
Regular client feedback helps us to deliver a quality service.
Feedback about Home Care in the form of complaints or compliments from clients or their families should be directed to their Service Coordinator or local branch manager.
Your care worker (or staff who help you in your home) can also pass on any feedback or concerns you have to the branch.
If you prefer, you can contact the central branch Client Relations Coordinator by telephone: 1800 044 043 (toll free) or email: HomeCareFeedback@facs.nsw.gov.au
If you make a complaint to Home Care you can expect that we will:
- Treat you with respect and assure you that your complaint will be dealt with in a fair and open way
- Tell you what to expect while your complaint is being looked into
- Provide reasons for decisions that are made
- Protect your privacy.
Home Care client satisfaction survey results
In June 2010, an independent agency conducted a client satisfaction survey with 565 of Home Care’s clients and carers.
95% of people surveyed said they were very satisfied or satisfied with the Home Care Service.
Clients and their carers welcomed the high standard of service provided; the promptness and reliability of the service; and the quality of the people it employs.
30% of clients surveyed said the help provided by Home Care was what enabled them, or the person they care for, to continue living at home.
Providing support for people to stay in the community – close to family, friends and their other supports – is central to Home Care’s approach for caring for older people and those with a disability.
The overall satisfaction rate of 95% maintains Home Care’s excellent record of satisfaction with clients having achieved a rate of 94% in the 2006 survey and 97% in the 2008 survey.