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You Said, We Did. Here are some examples of what we’ve done in response to your feedback ...
Dalkeith Heights Retirement Village Lounge chairs (June 2021)
"The lounge chairs in the community centre are too low for some people to be able to get out of easily."
We surveyed residents to find out how widespread this problem was. Two-thirds of residents agreed that change was needed. We have increased the height of the legs on some of the chairs.
Dalkeith Heights Retirement Village Pool (May 2021)
"There’s no shaded area outside the pool – it can get very hot in summer."
A shade sail is being installed in time for next summer.
Community Health and Care Statements (May 2021)
"My statement is not correct, it's too difficult to follow and constantly has incorrect charges".
We introduced a simplified statement with a legend. We reviewed all pending charges, corrected statements and introduced a monthly check to ensure accuracy of accounts.
Gippsland Home Care Services (May 2021)
“No one answers my calls and it takes ages to get reimbursed for items I have paid for”.
We reviewed our office hours and implemented changes to ensure calls and emails were answered in a timely manner. We implemented a new after-hours register to improve communication between office employees and the after-hours service. We conducted a client experience survey and met with clients to improve communication. We changed our reimbursement process to ensure a quicker turnaround time.