"Concerned about the wait time for care"

About: BlueCross Chelsea Manor

(as a relative),

As much as I believe that the BlueCross Chelsea Manor is the right place for my relative as they have been there for a number of years, unfortunately, their cutbacks and reduced budget for staff over the last 12 months has, in my opinion, impacted the quality of care and the wait time for assistance on a daily basis for most of the residents. Also, I believe the lifestyle programme doesn't have enough staff to cover all of their activities which residents enjoyed in the past.  

Although the management has been made aware of this problem by many relatives of residents and even more staff members, the standard line of response is that more carers are not in the budget.

Hearing this answer is hugely frustrating as we are paying a large amount of money each month for my relative to receive a quality lifestyle and care during their final years. I remain intent on getting to the bottom of this issue.

Responses

Response from Alan Lilly, Chief Executive, BlueCross

picture of Alan Lilly

Dear Frustrated and Concerned Relative

Firstly, thank you for raising these matters with me. I am so sorry to read and learn about the matters you have raised and I can honestly say that I am not aware of any current issues in this regard.

However, I will see if I can get some more background information based on what you have told me and when I have followed-up, I will post an updated response.

You can be reassured that we do take all feedback seriously and see it as a genuine opportunity to review and improve our services.

In the meantime, if you would like to send any further information to me directly by email at alanl@bluecross.com.au, you are most welcome to do so.

Thanks again for raising these matters with me. I will definitely follow-up and get back to you...

Kind regards and thanks

Alan

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Update posted by Frustrated and Concerned Relative (a relative)

I appreciate your initial response. I look forward to hearing more from you as you investigate this serious matter.

Please don't hesitate to ask me further questions; as I'm not governed by any employee code of silence and can tell you exactly as it is.

Thanks again for listening.

Response from Alan Lilly, Chief Executive, BlueCross

picture of Alan Lilly

And thank you for your patience Frustrated and Concerned Relative

I have been out of the office for a couple of days but I did ask our Regional Manager, Monique Cook to review your feedback and she has discussed this with me today. I can see that there have been some extra requirements for staffing in recent time and that our Residence Manager, Julie, has also discussed this with residents and families as recently as the last meeting on 15th May 2018. We have some further changes planned with regard to bringing both physiotherapy and occupational therapy "in house" services to Chelsea Manor as part of some changes we are making across BlueCross|SapphireCare. This will provide allied health support more readily and reports from Residences currently using these services has been most favourable. I have also heard from Gordana (via Monique), the Clinical Care Co-ordinator, that feedback from residents and family members has been positive with regard to the changes and that satisfaction levels have improved. We do adjust the staffing levels from time to time and we are also reviewing the Leisure & Lifestyle role as part of our budget planning for 2018/19.

In the meantime, following my discussion with Monique, I can confirm that:

- we have increased staffing each day in the morning from 7am to 3pm and again from 4pm to 9.30pm;

- and that any additional requests for staffing are reviewed on a case by case basis.

From my discussion with Monique, I can see that new requests are being actively reviewed and approved as required and I am confident that the new physiotherapy and occupational therapy services will make a big difference.

I do hope that this will provide you with some comfort that your feedback is readily taken on board and that we do see these as genuine opportunities to review and improve the care and service we provide.

Thank you for taking the time to write. Please feel free to let me know if you have any further queries.

Kind regards and thanks

Alan Lilly

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