I found head office to be more interested in helping themselves than client's. Stopped my mums rehab even before it began. Adelaide office staff rude/nasty lack EMPATHY. Discovered Toxic Culture exists. However found home visit nurse's were very good.
Horrible honestly! Some of the nurses are great, most are terrible, particularly the agency nurses, never read the notes and don’t know what wound care to give. Multiple times my nurses have arrived over 3 hours past my appointment time and when I called I was told to wait rather than cancel for the next day as “your health is important”. A lot of case managers are rude and when I’ve asked for a specific time they say it’s “all done”, then I get a text for a time that isn’t suitable, call back to be told my request was never actioned. Then if I try to cancel I get told with an attitude that I should wait for my nurse instead of canceling as it’s “difficult to roster everyone where they want to be”. I’ve complained to multiple nurses and case managers on the phone who agree it’s frustrating however nothing has changed in the 5 months I’ve had HSS provide wound care. I will be going back to Pop Up community care who I had for over a year and were fantastic!!
HSS took care of my dad after a stint in hospital. They were very informative of how the services would be delivered and the staff that did the personal care were very caring and understanding. Thank you HSS.
I've had multiple surguries where I have had utilised Home Support Services for wound care and each time, their nurses have been professional, caring and reliable in their services. In other countries, they don't have such services available to people so it's great Australia has this.
We missed out on 2 (out of 5) domestic service sessions for the "rehab at home program" due to the company's incompetence. I rang a total of 4x on 4 separate days in December to follow up. I requested to be put on hold rather than have someone ring me back as in my experience they never ring back. Unfortunately they still were not able to have a coordinator answer my call so I had no choice but request a call back. Well I never got a call back. I rang again today and was told that the file was closed because the rehab at home program was only for 6 weeks, and that I could no longer access those domestic services. I asked to speak to a manager but she didn't want to talk to me. the gentleman gave me medibank's number for if I wanted to make a complaint. Disgusting customer service supposedly for those who are struggling with independence and needing that extra assistance at home.
