What to expect when you pay for Home Care.
|respite and overnight care|
|These services are provided for times when the regular carer is away or requires some “time out”|
|planning customers’ services|
Dementia Advisory Services
Dementia Advisory Services are funded by the Department of Ageing, Disability and Home Care through the Ageing Program and the Home and Community Care Program. They promote local awareness of dementia, provide information, education, and support, and link people to assessment and support services.
|Home Care works closely with other community care services to make sure our customers get the services they need to live at home. Some of our branches offer a wider range of services than those outlined above.We can put people in touch with:|
|If we don’t provide the service to meet peoples’ needs, wherever possible we will help them find the organisation in their community that does.|
Need more information?
The NSW Department of Ageing, Disability and Home Care reinstated an annual
survey of Home Care Service clients to benchmark levels of customer satisfaction. Results will
be used to improve the way Home Care services are delivered.
Six hundred and fifty five current Home Care Service clients were randomly selected by the
Department and after being given the opportunity to opt out of taking part of the survey, were
contacted by independent research company The Research Forum.
The results of the 2006 survey demonstrated that the Home Care Service has set a new standard
in customer satisfaction.
94% of clients satisfied
The overwhelming majority of Home Care Service clients and people who care for them are
satisfied with the services provided which help older people, young people with a disability and
their carers to live independently in their own homes.
ƒ 94% of respondents said they were satisfied with the Home Care Service
ƒ 67% were highly satisfied
ƒ 27% were satisfied
ƒ Only 5.7% of clients were dissatisfied (2.6% very dissatisfied)
ƒ The remaining 0.5% were unsure
Reasons for satisfaction
Respondents to the survey cited the high standard of service, promptness, reliability and the
quality of Home Care staff as the main reasons for this satisfaction. Significant segments of both
carers and those being cared for said the assistance provided by the Home Care Service enabled
them to continue living at home.
There was a very high response rate to the survey (81% as opposed to 45% being the average
for this type of survey). Over one third of the clients who opted not to participate in the survey
took the opportunity to provide positive written feedback regarding the Home Care Service.
Suggestions for change
The vast majority of clients – 75 per cent – said they had no suggestions, that they were happy
with the service and that Home Care could do no more for them than it was already doing. The
remaining 25 per cent made a variety of suggestions. However, most pertained more to the
client’s own situation rather than Home Care in general. Only six of these suggestions were made
by 10 or more clients. These more popular suggestions were:
ƒ Provide me with additional services, gardening, window cleaning, carpets (49 clients asked for this);
ƒ Improve Home Care administration/coordination (23 clients);
ƒ Prefer to have the same carer or would like to be notified when staff changes are made (17 clients);
ƒ Extend my service hours (15 clients);
ƒ Train all carers regarding my needs and requirements (15 clients); and
ƒ Be more prompt/reliable (12 clients).
Reasons for opting-out
Reasons clients gave for not wanting to take part in the survey included
ƒ their disability, such as hearing difficulties, intellectual disability, medical issues including
ƒ satisfaction with the service negating their interest in participating in the survey
ƒ not being available on the date of the survey: on holidays or in hospital
Only two ‘opt out’ replies indicated clients were unhappy with their service and these issues were
referred to the Client Relations Unit and the relevant Home Care branch. Following is a sample
of comments provided by people opting out of the survey:
“ I do not wish to be contacted by phone, but would like to say that I am very happy with the
service given by the ‘Home Care’ workers, they have been a great help to me and are always
very efficient, and help in so many ways, I cannot praise them highly enough! I just could not
manage without their assistance.”
“I would like you to know that my Home Care Provider/s do an excellent job in a most courteous
and professional manner, entirely to my satisfaction. The Home Care service providers in my
area of New South Wales are very reliable and competent, all of which is very much appreciated
by myself and others on the receiving end of the care provided.”
“May I on behalf of myself and good wife express our complete satisfaction and gratitude to your
organisation and the cheerful and competent ladies that we have had the pleasure of having had
carry out the normal cleaning and tidying of our home.”
Comments from clients interviewed
Researchers noted many verbatim comments during their interviews. Here is a small selection:
“They are very helpful and any time I need help they are there.”
“Everything that I ask could be done within reason it is always done and done to perfection.”
“They cannot do any more than they are doing, they are really good.”
“We have a permanent booking with them and they’re always on time and if they can’t make it on
time, they send someone in her place/they’re responsive to requests for all kinds of help/window
cleaning/outside and inside help/offered us all sorts of help that is available.”
“My current carer (sic) is excellent and I give her full marks, she is always there on time, she is a
good worker and cleans very well.”
“I think I’m extremely lucky in the person I have now. They’re always obliging and cheerful and on
time or at least warns me if they’re going to be late. They’re very thorough.”
“Well I look back and think that my poor old mother didn’t have anyone to help like they do have
Home Care these days. So I am very grateful for the help I get each week.”
“ They come in and they are very efficient and do all the things they are expected to do. I only
have an hour with them a week but they seem to get a lot done in that hour.”